Draft maturity model —
The same columns across, four shared stages down. Each cell describes what that stage looks like; add every initiative at the stage it would move us to.
Uncoordinated entry points.
Ad hoc referrals and screenings for other needs. Program-by-program arrangements.
Siloed data systems. Knowledge held by individuals, not systems.
Planning in isolation. Informal communication across programs.
Program-by-program accountability framework (driven by external requirements).
Central entry point with clear navigation. Aligned “first-touch” process. Central service catalog.
Standard, defined process and expectations for screening for needs. Shared referral platform.
Common client index and linked data. Department-wide data standards.
Formal protocols with defined cross-program arrangements for shared clients.
Department standards and metrics for quality, outcomes, and customer feedback.
Standardized processes using common forms. Cross-trained frontline staff. Robust self-service options.
Universal screening of all clients using standard tool.
360° client profiles with role-based access.
Coordinated service plans. Unified client communication. Cross-trained clinical and case mgmt staff.
Department-wide client outcome and process tracking.
Unified eligibility determination. “Tell us once.” Dedicated service navigators.
Self-screening and scheduling. Automated eligibility checks.
Client portal. Client control over personal data access. Predictive service recommendations.
Integrated service plan. Lead (overall) case manager.
Shared accountability with community partners for population-level results. Public dashboards.