Building Better Human Service Systems: Integrating Services for Income Support and Related Programs.

Service integration attempts to provide coordinated service delivery systems for the uncoordinated mix of programs such as income support programs (food stamps, Medicaid, and Temporary Assistance for Needy Families) and employment, child care, child welfare, and training programs that exist at the local level throughout the United States by simplifying and streamlining client processes. In an effort to understand where service integration has occurred, what it looks like in the real world, and how much progress has been made developing a coherent system, field research was conducted in local offices in 12 states. More than 200 interviews and 60 site visits were conducted with sites in California, Colorado, Georgia, Kentucky, Minnesota, Nebraska, New Jersey, Ohio, Oregon, Pennsylvania, Virginia, and Wisconsin. Conclusions of the research are as follows: (1) service integration is, for the most part, local; (2) integrating service takes sustained effort; (3) though the concept of service integration may seem simple, it is not, and the best examples occur where a combination of multiple administrative and operational strategies have been implemented; (4) regardless of the strategies implemented, achieving results requires a focus on improving client services; (5) the effects of service integration are not well documented or assessed; (6) staff and managers at service integration sites are energized and enthusiastic supporters of the concept; and (7) since the major challenges to achieving integrated services are managerial, rather than programmatic, strong leadership and sound management are essential. Appendices include materials prepared by individual sites, a chart of human service systems, a list of websites, and contact information. (MO)