Fellowship Status Report

Code for America

is partnering

with Salt Lake County to build technology solutions to improve services and strengthen the relationship between the county and its citizens,
with an aim to lower the rate at which citizens fail to appear in court, for supervision and treatment appointments in addition to lowering the recidivism rate. To
accomplish these objectives, we pursue three workstreams - build, measure, learn - to iterate quickly and ensure our decisions are data-driven and user-focused.

Phase VI - ClientComm Refinement (08/08/2016 to 09/16/2016)

Workstream

Goals during this phase

Build
agile development

Finalize features to improve case manager use of ClientComm

Focus areas: direct client access, administrative improvements, refine ClientComm v.3

Measure
data-driven
decision-making

Implement metrics on usage, client journey, client success

Target use goals (by end of Fellowship):
35+% of clients per case manager communicating via ClientComm
80+% of onboarded case manager using ClientComm daily

Learn
user centered
design

Synthesis usage metrics

Catalogue client experiences with ClientComm

Week ending 08/26/2016

This week, Ben was in Salt Lake working closely with case managers at Salt Lake County to better understand how the tool
has been adopted by newer case managers who represent a significant amount of the use activity of ClientComm. He also
presented ClientComm to the Implementation Task Force of Utah's Justice Reinvestment Initiative o
n Capitol Hill. We share
a similar goal to reduce incarceration and recidivism rates and they had heard of our work and are curious to hear about the
product and the impact it has been having. A member of the House of Representatives of Utah attended and will be
following up to talk about applicability of ClientComm for Victim Impact Services. If you have been following along our blog
(c4a-slc.tumblr.com), you will have noticed more excellent quotes that Ben had selected from case managers, describing the
critical nature of the tool to case manager responsibilities and how that has been directly attributable to higher client
success rates. These stories are encouraging and help reaffirm our belief that ClientComm is addressing a serious need in the
case management community. Here is selection of those quotes:
This has been critical for me to keep up with my clients.
If it wasnt for clientcomm I wouldnt have been in touch with so many clients. I love it.
Normally when I wouldnt [before ClientComm], I'm getting
the type of communication Im hoping for, being more open and asking for help.
For reporting noncompliance
it really helps them to send a text
People cop to their behavior in text much quicker.

With clientcomm it improved that a view into their personal live if they are having a problem
about something it gives you more of a context about a clients life.
[Ill use ClientComm]

when they missed an appointment

they usually text me back real quick and apologize and we schedule a new one.

With regards to version 4.0.0 of ClientComm, use has been trucking along steadily. Weve had some case managers confirm
that they would be interested in helping us test out the new version of the tool, which we are looking forward to because it
will help us refine and confirm or reject many of the development decisions that have been made for this major push.
Internally, at Code for America, discussion has taken place with regards to the development of the tool and considerations
as to how to prepare for expanding to other Organizations by making the tool extensible. These efforts are also applicable to
Salt Lake as this will also enable the integration of other organizations, such as Youth Services. This has been a discussion
topic that has come up with some frequency as they are merging their tools with Criminal Justice Services through the newly
procured case management platform.
Workstream

This weeks accomplishments

Next weeks objectives

Build

Starting development of support staff

application features

Implementing user preferences feature

Complete development of support staff
application features

Measure

Capture the impact ClientComm is

having for case managers of Criminal
Justice Services
Client impact documentation

Prepare for survey launch to analyze client

impact via ClientComm

Understand the use cases for Office

Support and Assessment teams

Documenting and cataloguing last weeks

interviews

Learn

Thanks as always,
Ben and Kuan, Code for America, Team Salt Lake County