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The Nelson A. Rockefeller Institute of Government

Welfare, Workforce, and Social Services: Case Studies in Service Integration: Metros

Case Studies in Service Integration: Metros

Reports describing efforts to integrate services in specific study sites:

San Mateo County, California

   [PDF]  — A large, county-administered system that includes multiple one-stop offices throughout the county. These offices provide a wide range of programs and services, including income support, child welfare, employment and training, housing, and other programs. San Mateo County is one of the more integrated sites in the study, having implemented multiple administrative and operational strategies to improve services.

Mesa and El Paso Counties, Colorado

   [PDF]  — Two different approaches to service integration in county-administered human service departments. In Mesa County, local administrators have integrated income support and other programs with the Workforce Investment Act one-stop office. In El Paso County, the emphasis is on linkages between income support and child welfare programs, where income supports are viewed as a means of preventing the need for child welfare program intervention.

Bibb County, Georgia

   [PDF]  — Local managers of state-administered income support and child welfare programs, working collaboratively with local human service organizations, have created a network of services located in and around the local office of the state Division of Family and Children Services. Services include a pediatric clinic, a residential drug abuse treatment facility for pregnant and parenting women, and a child care and child care training center.

Jefferson County, Kentucky

   [PDF]  — Motivated by state legislation to improve schools, local and county agency and school officials, working in partnership with local managers of state-administered income support and child welfare programs, have created a system of neighborhood-based one-stop offices throughout the county called Neighborhood Place.


   [PDF]  — The state of Nebraska has developed an integrated human service information system, N-FOCUS, that includes a wider range of programs than can be found in almost any other state. N-FOCUS includes the majority of human services programs administered by the state, as well as extensive functionality. It supports an expanded role for caseworkers who work with numerous programs and perform multiple functions, including intake, eligibility determination, and ongoing case management.

Montgomery County, Ohio

   [PDF]  — Managers of the Job Center in Dayton claim that they have created the largest human service, employment, and training one-stop in the country, and it is likely that they are right. Located in a building that was previously a furniture warehouse, the Job Center has five and one-half acres of office space under one roof. With ample parking and well served by the public transportation system, the Job Center is the locus of many human service programs, employment programs, and service providers.

Coos and Jackson Counties, Oregon

   [PDF]  — In a number of offices in Jackson County, and in the Newmark Center in Coos County, workers from multiple programs work together in shared offices to provide families with ready access to a wide range of benefits and services. But co-location is not the only critical factor that sets these offices apart. Through common case staffing, sharing information on clients, and working together in teams, staff has moved beyond the narrow perspective of individual programs to focus on building family strengths and providing all services needed to support family self-sufficiency.

Fairfax County, Virginia

   [PDF]  — In the early 1990s, Fairfax County, which is responsible for administering a broad range of programs, set out to redesign the human service delivery system. A great deal of time and effort went into planning the redesign, which envisioned a centralized intake process, administrative efficiencies, and better services for clients. But the grand vision was scaled back as a consequence of fiscal constraints and resistance to the plan. Nevertheless, the county has successfully implemented many initiatives designed to enhance the coordination of services among human service providers and to facilitate client access to benefits and services.

Racine and Kenosha Counties, Wisconsin

   [PDF]  — Recognized by national organizations as being among the best examples of service integration in the country, the human services agencies in Racine and Kenosha counties are responsible for an unusually broad range of programs. Both counties have developed one-stop offices that focus on employment, but where staff from multiple organizations provides supportive services for individuals and families attempting to become self-sufficient.