Entry points and referrals are uncoordinated. Facilities, phone access, web information, and signage are organized by program, and people must understand the organization to find help.

Programs plan, staff, supervise, screen, and refer independently. Communication and handoffs depend on individual relationships, even when programs are co-located.

Systems and records are siloed, and knowledge is held by individuals. There is no shared view of client contacts, needs, referrals, or status across programs.

Quality, outcome, and accountability requirements are managed program by program and are largely driven by external requirements. Department-wide integration standards and decision rights are not defined.

Coordinated front doors, clear wayfinding, consistent channel information, and a service catalog help people reach the right service. Priority facilities and channels begin operating from common access expectations.

Roles, capability expectations, and cross-program protocols are defined. Programs use harmonized processes, formal referral arrangements, shared coverage, and operational agreements with partners where appropriate.

A common client index, linked information, and department data standards establish a shared foundation. One maintained service directory supports signage, referrals, scripts, and navigation.

Department standards are defined for service quality, outcomes, access, wait times, and customer feedback. Measures and policies have named owners and review schedules.

People receive consistent, accessible, and multilingual support across facilities, phone and SMS, web and apps, and community settings. Information and handoffs carry across channels rather than restarting in each one.

Cross-trained staff use common forms, coordinated service plans, unified communication, closed-loop referrals, and standard handoffs. Programs and partners work from shared expectations and measures.

Role-based client profiles, integrated case-management and referral systems, and shared operational and analytical data support department-wide work. Directories and navigation tools are maintained from common sources.

Department-wide outcome and process measures are reviewed routinely, including geographic and equity breakdowns. Privacy, consent, access, data-use, and partner-accountability rules are applied consistently.

People can self-screen and schedule, receive services in places they already use, move across channels without restarting, and provide information once where consent and law allow.

Multidisciplinary teams and service navigators organize around client needs. Individualized pathways use integrated plans, proactive outreach, partner sites, and professional judgment.

Client portals, automated eligibility checks where appropriate, predictive recommendations, real-time status, and closed-loop follow-up support timely and personalized action.

DCHS and partners share accountability for population results. Public reporting, service siting, and outreach use current need and outcome data, with safeguards for privacy, consent, equity, and automated decisions.