The challenges facing the leaders of social service agencies are complex and evolving. While your caseworkers have the skill and the commitment to provide high levels of service to their clients, increased demands for services, unconnected systems and paper driven processes results in not having enough time or insight to get a complete view of the clients needs. While IBM can't add hours to the day, we can make sure the time your caseworkers have is better spent serving the needs of clients with data driven insight that is available where and when it is needed. The five steps highlighted on the following pages lay out processes where IBM can help your organization better identify and service the needs of clients.

1. 5 steps to improving social services.

2. Issues facing social services leaders are more complex than ever. Often, your
caseworkers simply don’t have the time or the systems they need to get to the heart of
the problems facing their clients. While IBM can’t give you more time, we can make sure
the time your caseworkers have is better spent serving the needs of clients with insight.
The five steps highlighted on the following pages lay out processes where IBM can help
your organization better identify and service the needs of clients.
Read “Addressing social determinants and their impact on healthcare.”
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Greater efficiency
for better outcomes.

3. The first step is to figure out what
a person really needs.
STEP 1:

4. It all begins with asking
the right questions.
• What’s the primary reason someone is seeking assistance at this time?
• How complex are their needs?
• What relationships with support organizations already exist?
• What are the key events in an individual’s history?
Other considerations:
• Personal and family support
• Financial means
• Housing
• Education
• Safety
• Employment
• Nutritional needs
• Condition of health

5. In this step, it’s important to quantify an
individual’s needs and desired outcomes.
STEP 2:

6. Gauging the need.
• What are the individual’s base needs?
• What do you know about their environmental factors?
• What are the risk factors?
A thorough assessment is crucial and can be repeated many times
in complex cases to ensure needs are understood and responded to.
Other considerations:
• Health
• Social context
• Personal and environmental strengths
• Personal and environmental weaknesses

7. From Step 2, you can determine your client’s
eligibility and entitlement for benefits and services,
then create a customized plan to address those
needs. No one-size plan fits all.
STEP 3:

8. From the plan comes a
course of action.
• What resources, programs and entitlements do you recommend?
• What’s the best path for clients to get the results they need?
• What other providers should you coordinate with?
• Is there a backup plan?
To support your decision making, our solutions enable:
• Data capture and client evaluations
• Assessment-driven recommendations
• Tools for monitoring progress toward goals
• A single view of the citizen

9. Collaborate with teams across government and
nongovernment programs, family members and
healthcare and support agencies.
STEP 4:

10. Provide the right services to the
right person at the right time.
• What is the recommended care plan?
• What priority services are needed?
• Which workers best match the person’s needs?
• What are the desired outcomes?
Our solutions enable:
• Selection of services and scheduling
• Service registry and management
• Administration of contract
• A single view of the citizen

11. Outcomes must be measured at the individual,
program and organizational levels.
STEP 5:

12. It all comes down to
this: is it working?
• Are desired outcomes being met – for the individual, the program,
the organization?
• Has there been a positive change? Negative?
• What are the hot spots – for the individual and for the community?
Our solutions include analytics to make the above evaluations as
well as to predict future needs and identify preventative measures.

13. We help you help others.
Helping those most in need achieve better outcomes is what motivates social service
professionals. It motivates us as well.
Because you and your caseworkers are on the front lines of care, it is vital that you have the
technology to build the insights to serve each person as an individual based on their needs.
Our social program solutions enable data-driven insights to become the standard to
optimize the services delivered, resulting in better outcomes.
See how IBM can help you improve outcomes for individuals and families across the
ecosystem of care.
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