CBOs: Increasing Attachment & Retention

Working Families Success Network November 7, 2013

What are strategies for keeping participants in our center services engaged on the road to “success”?

How are centers addressing some of the challenges that might cause participants to drop out?

Workshop Focus

Sarai Garza, Financial Coach-Central States SER (Chicago)

Lars Gilberts, Director of Financial Stability – United Way Center for Financial Stability at Branches (Miami)

Sheryl Morris, CWF Site Director – Jane Addams Resource Corporation (Chicago)

Panelists

From Southwest Solutions CWF site in Detroit:

Kevin Cornell - participant in Homeless Veterans’ Reintegration Program (HVRP)

Guisa Suttles - participant in Detroit GreenWorks Solutions

Special Guests

Operated by Branches, partnering with United Way of Miami Dade – started in 2009 (branchesfl.org)

Informed by best practice and local experience consulting with micro-entrepreneurs on business/personal finances Financial coaching based on Coactive Coaching and Central

New Mexico Community College models

Train/serve 4000 per year / coaching for 350 70% of those coached are already employed

United Way Center for Financial Stability

Funders◦ LISC since April 2011

Community Development Block Grant (employment services) Community Walk-Ins (Affordable Care Act)

◦ United Way of Metropolitan Chicago◦ IL Department of Human Services

WorkFirst, SNAP, Special Project (Opt-ins)

Key Elements◦ Expanding the CWF umbrella◦ Theory of Change

Center for Working Families at Central States SER

Outcomes◦ PY1: 230 new enrollees◦ PY2: exceeded financial outcomes ◦ PY3: midyear exceeded credit score and net work

Demographics◦ 83% female / 22% Latino / 75% African American◦ 5% working at program entry◦ 30% with criminal conviction / 30% without HS Diploma

www.centralstatesser.org

Center for Working Families at Central States SER (cont.)

A CWF built on a Manufacturing Training platform (training schedule creates a deeper client connection)

Served 1635 as site, 975 non-MSP participants

76% unemployed at entry

54% male / broad range of ages

42% African American / 26% Latino

Jane Addams Resource Corporation

1. Strong coaching relationships focused on incremental successes.

2. Timely use of relevant financial products

3. Incentives as a tool for re-connection

4. Intentional planning of work flow and staff time

5. Frequent monitoring with data

Attachment & Retention Strategies THEMES

Clients not disqualified on anything besides motivation

Setting Expectations◦ Client Agreement◦ Release and Disclosure

Financial Stability Plans◦ Elicited◦ Motivation◦ Habits◦ Short-term goals

Harnessing Motivation (Branches)

Completing a Plan

Creating Value

Reflecting: What has been / What they now want to be

Engaging in additional Financial Stability Plan(s)

Harnessing Motivation (cont.)

C O A C H Model - Key Elements:

Partnering with the client to create financial goals, move through obstacles and hold them accountable

The client is the EXPERT on the client’s life; they have answers and we do NOT offer advice

Creative, Resourceful and Whole

Action, Accountability and Goal-Focused

Coaching (Central States SER)

TWIN ACCOUNTS Created by LISC Phase 1: $300 Loan Phase 2: Secured Credit Card

Products help clients move beyond survival mode and into future thinking and planning.

Using Products (Central States SER)

We all like FREE STUFF! (A part of the answer…) A tool to reconnect with a client Can grab attention when “life happens” Donations from board members and businesses – from

pizza parties to a Samsung tablet

Are WE part of the problem? What can we do?? More/better coaching training Designated days and times for retention calls Better cross-staff communication

Incentives & Program Structure (Central States SER)

Jane Addams Resource

Corporation FOC Flow Chart

8-20-13

Job Placemen

t Appt. Job

Developer

General Orientation

Appt. Financial Coach

Appt. Income Support Coach

Appt:CareerCoach

Digital Literacy Classes

Job ReadinessTraining

Appt. ACA

Enrollment

New Resources ACA and

AmeriCorps

Appt. Financial Coach

Financial Only

Manufacturing Orientation

Manufacturing Training

Digital Literacy Classes

Education Programs

Frequency of Contact0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

SIF Year 1SIF Year 2SIF Year 3

JARC: Intentional Retention Management

Frequency of Contact

SIF YR 1 SIF YR 2 SIF YR 30

50

100

150

200

250Financial Counseling Key Outcomes

Increased Credit ScoreIncreased Net IncomeIncreased Net Worth

Financial Coach Outreach Helps

Social Innovation Fund - Performance Benchmarks Year 3Jane Addams Resource Corporation

Date of Report 30-OctMonths Remaining 3 Required # Done % Done # Needed / Month Pg Ref# Receiving 2 of 3 Services 210 193 92 5.7 10 (OP)# Receiving 3 of 3 Services 190 212 112 -7.3 10 (OP)

# Completing Combined Financial Assessment 190 174 92 5.3 6 (FS)

# Obtaining Employment 80 89 111 -3.0 1 (ES)# Retaining Employment (Verified) > 90 Days 67 49 73 6.0 2 (ES)

# Retaining Employment (Verified) > 180 Days 40 34 85 2.0 2 (ES)

# Retaining Employment (Verified) > 365 Days 25 34 136 -3.0 2 (ES)# Increasing Net Income 116 116 100 0.0 6 (FS)

# Increasing Net Worth 70 108 154 -12.7 7 (FS)

# Increasing Credit Score 140 225 161 -28.3 6 (FS)

JARC: Regular Data Monitoring

What new ideas do these presentations spark?

What are other engagement retention strategies that work for you?

Group Discussion