Participant-Driven Delivery of Integrated Social Services: Building a Model and Examining Its Implementation

Reducing barriers to accessing social services in different program areas is an important issue, but it does not necessarily ensure that participants receive all the services they need to move them toward economic self-sufficiency. This study develops and examines a model for participant-driven integrated service delivery with two key components: (1) offering access to a wide variety of services in multiple program areas and (2) developing a process for integrating those services that allows customization of the services to participant needs. The study used survey data from 71 organizations using integrated service delivery to examine how they integrate services across three program areas—employment services, financial coaching, and income enhancements and work supports. Organizations were sent an e-PDF of the survey, and about 56 percent completed it. We analyzed survey data with descriptive statistics, factor analysis, and ordinary least squares regression analysis. Survey data showed that about 70 percent of organizations responding to the survey implemented a participant-driven model of service integration by using (1) partnerships to offer a wide variety of services in multiple program areas and (2) goal setting as a mechanism for integrating and customizing services. Although the research is exploratory, it highlights the potential for integrating social services in ways that meet participant needs by using methods such as goal setting and coaching to help direct participants toward services and pursuit of goals in different program areas.