A National Resource to Support Excellence in Community Action

No Wrong Door: Service Integration 101 – MASSCAP Training Center

Massachusetts Association for Community Action

No Wrong Door: Service Integration 101

October 24th in Hatfield, MA

Event details and registration

No Wrong Door: Service Integration 101

Target Audience: Executive, leadership, planning, and other staff interested in or beginning to implement a service integration model at their CAA

Cost: $50 for staff of Community Action Agencies, $60 for non-CAA staff


Interested in or in the early stages of implementing a service integration model to deliver your organization's services? Learn more about this "no wrong door" approach to serving people in need and advancing your mission! Agenda highlights include:
  • What is a service integration model and how does it differ from your current  process? 
  • Terms used in connection with an integrated service model: Service Integration, Bundled Services, Coordinated Case Management, Front Door, No Wrong Door
  • Steps in implementing a service integration model
  • Culture change: coming together toward a common goal, understanding the "why"
  • Staff buy-in: champions, leadership Team
  • Staff training: process training, other programs, data collection
  • Communication: internal and external
  • Assessing staff capacity, roles and responsibilities
  • Agency common intake and client-centered assessment 
  • When a client becomes a client 
  • Referral process: internal and external
  • Case management and integrated services 
  • Data collection, reporting and analysis
  • Common challenges including multiple databases
  • Managing resources to support an integrated model

Representatives of CAAs currently implementing a service integration model; facilitated by Kathleen McDermott, KJ McDermott Consulting, former ED of Montachusett Opportunity Council Inc., facilitator of MASSCAP Service Integration Community of Practice


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