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Laying the Foundation: A Snapshot of Broad-Based WAServes Provider Engagement Report

Blog post-at-a-glance

  1. Building the Network: the WAServes network has grown to 76 providers. The network on-boarded and trained 97% of providers targeted in its goals, but challenges remain in provider engagement and reaching potential clients.
  2. Emerging Patterns in Network Participation: 53% of the WAServes providers are not active in the network. 35% of the WAServes providers are “casual users,: while only 12% are “power users.”
  3. Network user types: there are 25 casual and nine power users to offset the 38 non-user providers. Power-user providers helped 85% of all WAServe network service requests and 94% of all referrals (including the WAServes Coordination Center).

WAServes – Greater Puget Sound is a coordinated network of public, private and non­profit organizations serving service members, veterans, and their families in ten counties in the Greater Puget Sound area. This network guides veterans and their family members to the most appropriate services and resources available to help resolve their requests.

WAServes – Greater Puget Sound is one of ten America Serves Networks across the country, with twelve scheduled to be online by 2017. This week, the WAServes team concluded its fall focus group, provider pulse reports, and performance against target metrics.

Mark your calendars for the six-month In-Progress Review:

Oct. 17th at 9:00 am to Noon at Goodwill Tacoma.

WAServes Fall Focus Group

The WAServes team met with network providers on September 13 to discuss the performance of the WAServes network from February through July 2017. To date, the WAServes network has grown to 76 providers. The network on-boarded and trained 97% of providers targeted in its goals.

However, challenges remain in provider engagement and reaching potential clients. The WAServes team is identifying strategies to improve the network’s client reach, grow service requests, and increase provider referrals. Below is a snapshot of the WAServes network against target metrics:

  1. Number of Unique Clients Reached: 32% of target metric
  2. Number of Services Requested: 34% of target metric
  3. Percentage of Provider Organizations Creating or Receiving Referrals: 30% of target metric

WAServes Provider Pulse Reports

The WAServes team distributed a provider pulse report to each of its network participants. The pulse report reflects provider’s contribution to the WAServes effort. This report lists each providers activity in working with clients in service requests and referrals to other WAServes network providers.

Below is the WAServes Coordination Center’s performance against the WAServes total network activity. The Coordination Center worked 59% of all service requests. It closed 66% of all WAServes network cases while referring 80% of clients to WAServes providers in the network.

Each WAServes provider’s pulse report listed the number of unique service cases across the categories such as benefits, education, or employment services that it provides veterans and military family members.

Emerging Patterns in Network Participation

After analyzing 73 pulse reports, the WAServes team identified three user types in the WAServes network’s technical platform and participation: (1) nonusers, (2) casual users, and (3) power users. 53% of the WAServes providers are not active in the network. 35% of the WAServes providers are the casual user, while only 12% are power users.

Potential Service Coverage Impact?

The service categories in demand across the network are housing and shelter, employment and benefits. The image below displays the closed cases by resolution type and service type.

The image below reflects the impact of non-users on the network. Non-users’ inactivity affects the 15 service categories to assist veterans and military family members. For example, Housing and Shelter is in high demand by shifting the services to casual and power-user providers. Unfortunately, 34% of the network’s providers are not engaged in this category. 29% of employment and 41% of benefits providers are also not active in the network.

While the exact nature of this impact of this provider inactivity on clients is unknown at this time, the WAServes team is committed to working with non-user providers in finding solutions to encourage engagement. The team will also identify and recruit additional providers across the 15 service categories to create a robust network. The WAServes team identified Housing & Shelter, Legal, Benefits, and Financial Assistance as top priority service categories for provider recruitment.

Fortunately, there is a blend of casual and power users serving WAServes clients. There are 25 casual and nine power users, to offset the 38 non-user providers. Below is the list of the WAServes power users:

  1. WAServes (GPS) Coordination Center
  2. Work of Honor LLC
  3. Washington State Department of Veterans Affairs
  4. St. Vincent de Paul Council of King County and Seattle
  5. Snohomish County Veterans Assistance Program
  6. Nine9Line Veteran Services
  7. WorkSource Pierce
  8. Operation Military Family Cares
  9. Snohomish County Fire District 1

Below shows the power user’s activity in each service category. Power-user providers helped 85% of all WAServe network service requests and 94% of all referrals (including the WAServes Coordination Center).

Below shows the casual user’s activity in each service category. Casual-user providers helped 14% of all WAServe network service requests and 5% of all referrals (including the WAServes Coordination Center).

Thea WAServes team is grateful for the WAServes Coordination Center’s dedication. The WAServes team is especially thankful to the power users in the network for their dedicated service to veterans and military family members seeking help from the network.

If you are a Veteran, Spouse, or Spouse Survivor and need assistance from Snohomish County Veterans Assistance Program in the WAServes network, click here.

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