As York County’s community action agency, Community Progress Council (CPC) was founded with a mission to empower individuals and families to move toward self-sufficiency and advocate for change to promote community growth. To better achieve this mission, the organization has fully re-designed its service delivery model in the past 18 months, supporting a comprehensive, integrated approach to services.
Building a relationship with a new participant is essential to CPC’s work and one of its core values. Before its service delivery re-design, CPC was challenged by programs operating in silos. Community members would reach out directly to a program based on their needs and risked missing out on other supports that CPC offers. For example, a new mother may participate in CPC’s WIC program, but not know that she also qualifies for high-quality early childhood education for her infant through Early Head Start.
Now, thanks to the re-design, new participants who reach out to CPC for any reason are directed to a Resource Navigator, a single point for “intake” regardless if they are asking about WIC, housing, Head Start or any other individual program that CPC offers. Since the implementation of this new service delivery model, Resource Navigators have completed an intake for 1,402 people in need.
CPC has also created a second tier of coaching management to support the re-designed service delivery model, developing consistency across Self-Sufficiency Coaches, Progress Coaches and Family Coaches so that every member of the coaching team is aligned. A newly created position of Director of Intake and Coaching oversees the Resource Navigators and Coaching Managers.
“In order to make our services client-centered and reflective of the family or individual as a whole, it required us to transform the way we approached service delivery,” said Robin Rohrbaugh, CPC’s President and CEO. “But the greatest impact is that it has helped everyone on our team get on the same page as it relates to our mission.”