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Case Study: Sonoma County HSD
Building Capacity in Apricot Software
On the webinar today…
© 2019 Sidekick Solutions LLC2
Jeffrey Haguewood
Apricot Software Consultant
Sidekick Solutions
jeff@sidekicksolutionsllc.com
Vickie Miller
Apricot Project Lead
Sonoma County HSD FY&C
vmiller@schsd.org
Common questions
•  How are other organizations using Apricot?
•  What works well for organizations like us that use Apricot?
•  What lessons learned might we apply to our own Apricot?
3 © 2019 Sidekick Solutions LLC
Agenda
•  Background on Sonoma County HSD
•  Phase 1: Initial implementation
•  Phase 2: Transition to go-live
•  Phase 3: Continuous improvement
4 © 2019 Sidekick Solutions LLC
Sonoma County HSD
© 2019 Sidekick Solutions LLC5
To support the health, safety, and well-being of
individuals, families, and the community.
Shared Measurement: Vision
6 © 2019 Sidekick Solutions LLC
•  County-wide collaboration
•  Outcomes alignment
•  Shared data system
•  Cross-sector reporting and analytics
Source: Upstream Investments Policy Initiative: Systems Change Evaluation. Learning for Action (LFA), July 2016.
Shared Measurement: Stakeholder sentiment
© 2019 Sidekick Solutions LLC7
“There are strong views among important
stakeholders that a shared data system to track
program outcomes will never be feasible.
Objections include: cost, the inability to link data
across multiple systems, privacy issues,
Community-Based Organization (CBO)
resistance, and the data entry burden on CBOs.”
Source: Upstream Investments Policy Initiative: Systems Change Evaluation. Learning for Action (LFA), July 2016.
Shared Measurement: New approach
8 © 2019 Sidekick Solutions LLC
•  Pilot projects with smaller scope
•  Deeper CBO and provider collaboration
•  Goal to build momentum and “get the ball rolling”
The data system to support the initiative was the missing piece.
Why Apricot?
ü  Easy for end users to get started
ü  Customizable to various program workflows
ü  Capable reporting features and tools, all are built-in
ü  Scalable for more users, programs, and capabilities
9 © 2019 Sidekick Solutions LLC
Our Apricot by the numbers…
•  237 active users (4 admins)
•  120+ Tier 1 and Tier 2 forms
•  2 HSD divisions
•  18 separate programs
10 © 2019 Sidekick Solutions LLC
Who uses our Apricot?
•  Family Youth & Children
(FY&C)
o  CAPS
o  Client Support Services
o  TEAM/TDM
o  Kinship Support Services
o  Housing Assistance Permanency
o  …plus 8 other programs
11 © 2019 Sidekick Solutions LLC
•  Planning, Research,
Evaluation, and
Engagement (PREE)
o  Upstream
o  READY
o  KKIS
o  VPP
o  HART
Family Youth & Children’s Services (FY&C)
© 2019 Sidekick Solutions LLC12
•  Referrals to providers
•  Providers have login
•  Collaborative data portal
•  Real-time data monitoring
Learn more at http://sonomacounty.ca.gov/Human-Services/Family-Youth-and-Children-s-Division/
Upstream Investments
© 2019 Sidekick Solutions LLC13
•  CRM functionality
•  Application processing
•  Populate website directory
•  Technical assistance logs
•  Event and attendance logs
Learn more at www.upstreaminvestments.org
READY
© 2019 Sidekick Solutions LLC14
•  Web form surveys
•  Two correlated data sets
•  Summarized annual reports
Learn more at http://upstreaminvestments.org/Learn/Publications/2018-19-READY-Countywide-Report
Keeping Kids in School (KKIS)
© 2019 Sidekick Solutions LLC15
•  Partnership with probation,
courts, office of education,
schools, and Seneca
Family of Agencies
•  Family-centered case
management tracked and
reported on in Apricot
Learn more at
http://sonoma-county.org/probation/reports/KKIS-Final-Evaluation-Report-WestEd-01052018_Rem.pdf
Violence Prevention Partnership (VPP)
© 2019 Sidekick Solutions LLC16
•  Multi-agency data entry
•  Intake-closure comparison
•  Service tracking
•  Assessments and progress
Learn more at https://srcity.org/2198/The-Partnership
Housing Assistance Response Team (HART)
© 2019 Sidekick Solutions LLC17
•  Cross-division collaboration within HSD
•  Housing locator services + information & referral tracking
•  Grant reporting for demographics, intake status, services
Phase 1
Initial implementation
© 2019 Sidekick Solutions LLC18
Phase 1: Challenge
Ø  How do we quickly implement a single data system across
multiple divisions, multiple programs, and with both internal
HSD and external users?
19 © 2019 Sidekick Solutions LLC
Takeaway: Staggered implementation
•  Devote full attention to each program
•  Shorten total timeline with tighter group of milestones
•  Reduce risk of a single, large implementation project
20 © 2019 Sidekick Solutions LLC
Takeaway: Consistent methodology
1.  Discovery and blueprint (design)
2.  Build (configuration)
3.  Testing and review
4.  User development (documentation)
21 © 2019 Sidekick Solutions LLC
Takeaway: Stakeholder agreements
•  Set expectations
•  Define responsibilities
•  Get early buy-in
22 © 2019 Sidekick Solutions LLC
Keys:
•  Program purpose
•  Data formatting, quality
•  Security provisions
•  Role-based responsibilities (tasks)
•  Financial commitments
•  Performance standards
Phase 2
Transition to steady-state
© 2019 Sidekick Solutions LLC23
Phase 2: Challenge
Ø  How do we transition from implementation development to
steady-state with each program?
24 © 2019 Sidekick Solutions LLC
Takeaway: Changing assumptions
•  Program design is evolving during development
•  New program assumptions offered late in project
•  Program goes in new direction
Modifications are a part of the game!
25 © 2019 Sidekick Solutions LLC
Example: Template design vs. custom design
Original Assumption:
•  Implement 13 programs using common template
•  Gain efficiency in workflow and system administration
New Assumption:
•  Account for program specificity to promote user adoption
26 © 2019 Sidekick Solutions LLC
Example: Interval feedback vs. status setting
© 2019 Sidekick Solutions LLC27
Takeaway: Changing assumptions
1.  Include end users (front line) in discovery process
2.  Plan for 90-days of flexibility after go-live for updates
3.  If redesign needed (any time), compare opportunity to cost
28 © 2019 Sidekick Solutions LLC
Phase 3
Continuous improvement
© 2019 Sidekick Solutions LLC29
Phase 3: Challenge
Ø  How do we build capacity without negatively affecting
what’s already in place?
Ø  How do we prioritize a steady stream of user feedback into
developments that make a difference?
30 © 2019 Sidekick Solutions LLC
Takeaway: The “capacity building” test
31 © 2019 Sidekick Solutions LLC
Is the change we intend
to make a net increase in
value, capability, or
feature set? Does it
enhance the system?
Takeaway: Capacity building by category
© 2019 Sidekick Solutions LLC32
Data entry and workflow Data quality
Performance reports User resources
Capacity Building: Data entry and workflow
•  Form/field design
•  Form logic
•  Linking fields + wizard
•  Workflow tool
•  Dynamic dashboards
33 © 2019 Sidekick Solutions LLC
© 2019 Sidekick Solutions LLC34
Capacity Building: Data quality
•  User ownership
•  Dashboard tools
•  Conditional report templates
35 © 2019 Sidekick Solutions LLC
© 2019 Sidekick Solutions LLC36
Capacity Building: Performance reporting
•  Template + ad hoc
•  Query with global values
•  Match tool with use case
o  Apricot reports + aggregate
o  Apricot Insights
o  External tools (Excel and others)
37 © 2019 Sidekick Solutions LLC
© 2019 Sidekick Solutions LLC38
Capacity Building: User resources
•  Guides for data entry
•  Workflow descriptions
•  Workflow diagrams
•  Shortcuts on home screen
39 © 2019 Sidekick Solutions LLC
© 2019 Sidekick Solutions LLC40
Takeaway: Gathering user feedback
•  What is the most pressing challenge you have right now?
•  What is working for you?
•  What is nice-to-have and need-to-have?
•  What would you change?
•  What are you tracking in Excel? ß
41 © 2019 Sidekick Solutions LLC
Takeaway: Prioritizing user feedback
•  Means saying “no” and “maybe” more often than “yes”
•  Be selective on projects (hint: the “capacity building test”)
•  Simple changes may impact multiple sub-systems
42 © 2019 Sidekick Solutions LLC
System Change Checklist
© 2019 Sidekick Solutions LLC43
© 2019 Sidekick Solutions LLC44
Takeaway: Leadership buy-in
•  Strong leadership buy-in is essential
•  Admins need space to work (with users) on Apricot
•  Leadership can champion new initiatives and investment
•  Participation at all levels is a positive
45 © 2019 Sidekick Solutions LLC
Takeaway: Apricot is getting simpler…what?
© 2019 Sidekick Solutions LLC46
•  Getting closer to the source
•  What’s important? Then and now
•  “Baseline design + user pull”
Thank you for joining us today!
Recording and slides will be sent to you via email.
© 2019 Sidekick Solutions LLC47
Open door to connect…
© 2019 Sidekick Solutions LLC48
Jeffrey Haguewood
Apricot Software Consultant
Sidekick Solutions
jeff@sidekicksolutionsllc.com
Vickie Miller
Apricot Project Lead
Sonoma County HSD FY&C
vmiller@schsd.org
Questions?
© 2019 Sidekick Solutions LLC49

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Case Study: Sonoma County HSD, Building Capacity in Apricot Software

  • 1. Case Study: Sonoma County HSD Building Capacity in Apricot Software
  • 2. On the webinar today… © 2019 Sidekick Solutions LLC2 Jeffrey Haguewood Apricot Software Consultant Sidekick Solutions jeff@sidekicksolutionsllc.com Vickie Miller Apricot Project Lead Sonoma County HSD FY&C vmiller@schsd.org
  • 3. Common questions •  How are other organizations using Apricot? •  What works well for organizations like us that use Apricot? •  What lessons learned might we apply to our own Apricot? 3 © 2019 Sidekick Solutions LLC
  • 4. Agenda •  Background on Sonoma County HSD •  Phase 1: Initial implementation •  Phase 2: Transition to go-live •  Phase 3: Continuous improvement 4 © 2019 Sidekick Solutions LLC
  • 5. Sonoma County HSD © 2019 Sidekick Solutions LLC5 To support the health, safety, and well-being of individuals, families, and the community.
  • 6. Shared Measurement: Vision 6 © 2019 Sidekick Solutions LLC •  County-wide collaboration •  Outcomes alignment •  Shared data system •  Cross-sector reporting and analytics Source: Upstream Investments Policy Initiative: Systems Change Evaluation. Learning for Action (LFA), July 2016.
  • 7. Shared Measurement: Stakeholder sentiment © 2019 Sidekick Solutions LLC7 “There are strong views among important stakeholders that a shared data system to track program outcomes will never be feasible. Objections include: cost, the inability to link data across multiple systems, privacy issues, Community-Based Organization (CBO) resistance, and the data entry burden on CBOs.” Source: Upstream Investments Policy Initiative: Systems Change Evaluation. Learning for Action (LFA), July 2016.
  • 8. Shared Measurement: New approach 8 © 2019 Sidekick Solutions LLC •  Pilot projects with smaller scope •  Deeper CBO and provider collaboration •  Goal to build momentum and “get the ball rolling” The data system to support the initiative was the missing piece.
  • 9. Why Apricot? ü  Easy for end users to get started ü  Customizable to various program workflows ü  Capable reporting features and tools, all are built-in ü  Scalable for more users, programs, and capabilities 9 © 2019 Sidekick Solutions LLC
  • 10. Our Apricot by the numbers… •  237 active users (4 admins) •  120+ Tier 1 and Tier 2 forms •  2 HSD divisions •  18 separate programs 10 © 2019 Sidekick Solutions LLC
  • 11. Who uses our Apricot? •  Family Youth & Children (FY&C) o  CAPS o  Client Support Services o  TEAM/TDM o  Kinship Support Services o  Housing Assistance Permanency o  …plus 8 other programs 11 © 2019 Sidekick Solutions LLC •  Planning, Research, Evaluation, and Engagement (PREE) o  Upstream o  READY o  KKIS o  VPP o  HART
  • 12. Family Youth & Children’s Services (FY&C) © 2019 Sidekick Solutions LLC12 •  Referrals to providers •  Providers have login •  Collaborative data portal •  Real-time data monitoring Learn more at http://sonomacounty.ca.gov/Human-Services/Family-Youth-and-Children-s-Division/
  • 13. Upstream Investments © 2019 Sidekick Solutions LLC13 •  CRM functionality •  Application processing •  Populate website directory •  Technical assistance logs •  Event and attendance logs Learn more at www.upstreaminvestments.org
  • 14. READY © 2019 Sidekick Solutions LLC14 •  Web form surveys •  Two correlated data sets •  Summarized annual reports Learn more at http://upstreaminvestments.org/Learn/Publications/2018-19-READY-Countywide-Report
  • 15. Keeping Kids in School (KKIS) © 2019 Sidekick Solutions LLC15 •  Partnership with probation, courts, office of education, schools, and Seneca Family of Agencies •  Family-centered case management tracked and reported on in Apricot Learn more at http://sonoma-county.org/probation/reports/KKIS-Final-Evaluation-Report-WestEd-01052018_Rem.pdf
  • 16. Violence Prevention Partnership (VPP) © 2019 Sidekick Solutions LLC16 •  Multi-agency data entry •  Intake-closure comparison •  Service tracking •  Assessments and progress Learn more at https://srcity.org/2198/The-Partnership
  • 17. Housing Assistance Response Team (HART) © 2019 Sidekick Solutions LLC17 •  Cross-division collaboration within HSD •  Housing locator services + information & referral tracking •  Grant reporting for demographics, intake status, services
  • 18. Phase 1 Initial implementation © 2019 Sidekick Solutions LLC18
  • 19. Phase 1: Challenge Ø  How do we quickly implement a single data system across multiple divisions, multiple programs, and with both internal HSD and external users? 19 © 2019 Sidekick Solutions LLC
  • 20. Takeaway: Staggered implementation •  Devote full attention to each program •  Shorten total timeline with tighter group of milestones •  Reduce risk of a single, large implementation project 20 © 2019 Sidekick Solutions LLC
  • 21. Takeaway: Consistent methodology 1.  Discovery and blueprint (design) 2.  Build (configuration) 3.  Testing and review 4.  User development (documentation) 21 © 2019 Sidekick Solutions LLC
  • 22. Takeaway: Stakeholder agreements •  Set expectations •  Define responsibilities •  Get early buy-in 22 © 2019 Sidekick Solutions LLC Keys: •  Program purpose •  Data formatting, quality •  Security provisions •  Role-based responsibilities (tasks) •  Financial commitments •  Performance standards
  • 23. Phase 2 Transition to steady-state © 2019 Sidekick Solutions LLC23
  • 24. Phase 2: Challenge Ø  How do we transition from implementation development to steady-state with each program? 24 © 2019 Sidekick Solutions LLC
  • 25. Takeaway: Changing assumptions •  Program design is evolving during development •  New program assumptions offered late in project •  Program goes in new direction Modifications are a part of the game! 25 © 2019 Sidekick Solutions LLC
  • 26. Example: Template design vs. custom design Original Assumption: •  Implement 13 programs using common template •  Gain efficiency in workflow and system administration New Assumption: •  Account for program specificity to promote user adoption 26 © 2019 Sidekick Solutions LLC
  • 27. Example: Interval feedback vs. status setting © 2019 Sidekick Solutions LLC27
  • 28. Takeaway: Changing assumptions 1.  Include end users (front line) in discovery process 2.  Plan for 90-days of flexibility after go-live for updates 3.  If redesign needed (any time), compare opportunity to cost 28 © 2019 Sidekick Solutions LLC
  • 29. Phase 3 Continuous improvement © 2019 Sidekick Solutions LLC29
  • 30. Phase 3: Challenge Ø  How do we build capacity without negatively affecting what’s already in place? Ø  How do we prioritize a steady stream of user feedback into developments that make a difference? 30 © 2019 Sidekick Solutions LLC
  • 31. Takeaway: The “capacity building” test 31 © 2019 Sidekick Solutions LLC Is the change we intend to make a net increase in value, capability, or feature set? Does it enhance the system?
  • 32. Takeaway: Capacity building by category © 2019 Sidekick Solutions LLC32 Data entry and workflow Data quality Performance reports User resources
  • 33. Capacity Building: Data entry and workflow •  Form/field design •  Form logic •  Linking fields + wizard •  Workflow tool •  Dynamic dashboards 33 © 2019 Sidekick Solutions LLC
  • 34. © 2019 Sidekick Solutions LLC34
  • 35. Capacity Building: Data quality •  User ownership •  Dashboard tools •  Conditional report templates 35 © 2019 Sidekick Solutions LLC
  • 36. © 2019 Sidekick Solutions LLC36
  • 37. Capacity Building: Performance reporting •  Template + ad hoc •  Query with global values •  Match tool with use case o  Apricot reports + aggregate o  Apricot Insights o  External tools (Excel and others) 37 © 2019 Sidekick Solutions LLC
  • 38. © 2019 Sidekick Solutions LLC38
  • 39. Capacity Building: User resources •  Guides for data entry •  Workflow descriptions •  Workflow diagrams •  Shortcuts on home screen 39 © 2019 Sidekick Solutions LLC
  • 40. © 2019 Sidekick Solutions LLC40
  • 41. Takeaway: Gathering user feedback •  What is the most pressing challenge you have right now? •  What is working for you? •  What is nice-to-have and need-to-have? •  What would you change? •  What are you tracking in Excel? ß 41 © 2019 Sidekick Solutions LLC
  • 42. Takeaway: Prioritizing user feedback •  Means saying “no” and “maybe” more often than “yes” •  Be selective on projects (hint: the “capacity building test”) •  Simple changes may impact multiple sub-systems 42 © 2019 Sidekick Solutions LLC System Change Checklist
  • 43. © 2019 Sidekick Solutions LLC43
  • 44. © 2019 Sidekick Solutions LLC44
  • 45. Takeaway: Leadership buy-in •  Strong leadership buy-in is essential •  Admins need space to work (with users) on Apricot •  Leadership can champion new initiatives and investment •  Participation at all levels is a positive 45 © 2019 Sidekick Solutions LLC
  • 46. Takeaway: Apricot is getting simpler…what? © 2019 Sidekick Solutions LLC46 •  Getting closer to the source •  What’s important? Then and now •  “Baseline design + user pull”
  • 47. Thank you for joining us today! Recording and slides will be sent to you via email. © 2019 Sidekick Solutions LLC47
  • 48. Open door to connect… © 2019 Sidekick Solutions LLC48 Jeffrey Haguewood Apricot Software Consultant Sidekick Solutions jeff@sidekicksolutionsllc.com Vickie Miller Apricot Project Lead Sonoma County HSD FY&C vmiller@schsd.org
  • 49. Questions? © 2019 Sidekick Solutions LLC49