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IslamicFamily.ca: Transform - An Intelligent Digital Assistant for the Social Services Sector



Transform is a tool that dramatically increases
​impact & efficiency
​in the social services sector.

It's a modern rethinking of intake & assessment.

Transform is led by a group of leading non-profits using modern tools to refocus the sector on what matters most  — CLIENTS —  their goals, autonomy of data, supportive referrals, robust communication & data driven insights.


Led by a Group of Leading Non-Profits

  • Bissell Centre
  • Canadian Mental Health Association (CMHA)
  • Jewish Family Services of Edmonton
  • IFSSA - IslamicFamily.ca

Using Modern Tools

  • Gamified mobile first design with leading edge UX/UI
  • Omni-channel communication that enables communication across the different platforms clients use: What's App, voice, SMS, email
  • Machine learning: that helps uncover internal bias and identify future connections
  • Unobtrusive biometrics: that reduce barriers for clients

Meaningful Metrics

Client Centred Design

  • Autonomy/portability of client data
  • Supportive referrals with follow-up
  • Robust communication focussed on those without literacy

Supported by Industry, Academia & Sector

  • MetaLab.co the designers of Slack & Facebook Messenger
  • Data for Good
  • University of Calgary, University of Alberta, NorQuest College
  • Aligned with the UN Sustainable Development Goals



Testimonial: The City of Edmonton

The City of Edmonton is an early investor in Transform because we're committed to supporting innovative, sector-based solutions for client-focused outcomes measurement. Islamic Family has shown a commitment to evidence-based decision making, human-centered design and Common Outcomes Reporting.






The Issues with Intake

1. Adversarial, Inconsistent & Traumatic

    1. a.Current systems focus on funders, client deficiencies & safeguarding resources.
    2. b.Not client assets, goals, referrals, dreams.

2. Data is a Chore

    1. a.Data collection doesn’t benefit the frontline.
    2. b.Data hygiene is low.
    3. c.Data isn’t mobile.
    4. d.Mental health isn’t adequately factored in to our work.

3. Missed Opportunity

    1. a.Intake & assessment hasn’t been optimized for referrals & building relationships.

Social workers spend only 20% of their time on human interaction. +50% of their time is spent on paperwork!

Source: Unlock the Power of Data for More Effective Social Programs


We want to triple the amount of time staff spend with clients




The Opportunity

1. Interrogation → Conversation

Focus on the person, their goals & resources.

    1. a.Measure assets.
    2. b.Minimize the data we ask for.
    3. c.Maintain connection. 

2. Measure & Maximize Goals

    1. a.Use a peer reviewed, objective system (Lifeworks™) to systematically identify & support clients with their goals.

3. Optimize Collaboration

    1. a.Make referrals easy & automated.
    2. b.Supportive follow-ups.
    3. c.Dramatically improve collaboration.

4. Embrace Innovation

    1. a.Leverage smart phones, new behaviours & opportunities.
    2. b.Give clients ownership of their data. 

5. Incentivize Staff

    1. a.Gamify work for frontline staff in meaningful ways. Remind them why they do their job.
    2. b.Support micro-credentialing/badges.
    3. c.Make data collection a win, not a headache.   



Testimonial: Canadian Mental Health Association (CMHA)

CMHA is constantly looking for new ways to support those who reach out to us. Through services like 211 and the Distress Line we make it simpler for people to access support when they need it.
​
​We're partnering with Islamic Family on Transform because we believe service innovation needs to be led by the sector itself. Better tools for our workers, designed with and for the people we serve, means better outcomes for all.
​
​Giri Puligandla
​Executive Director, Canadian Mental Health Association – Edmonton Region

App Highlights…



Testimonial: Pürppl

Transform helps to break the cycle of inequity built into our systems. It is built with social workers who deeply understand the complex needs of people seeking help. It reverses traditional software patterns that prioritize assessing eligibility, funder criteria, and report on efforts. Instead it focuses on building relationships, needs of people seeking help, and intended outcomes.
​
​Andrew Greer
​Managing Director I Cofounder, Purppl CCC

Systemic Racism & Bias

Intake systems reinforce unconscious and explicit bias. They are difficult to monitor, are prone to shortcuts, and hard to evaluate. Machine Learning offers an opportunity to constructively expose bias as well as a systematic approach that reinforces integrity, equalizes referrals and improves access. We realize Machine Learning isn't inherently unbiassed, but we believe it offers an opportunity to help identify and better respond to bias.

Mental Health

Intake systems can have a significant impact on mental health — both for the highly marginalized and vulnerable clients agencies see, as well as the frontline workers who engage in mentally taxing & draining conversations that inflict vicarious trauma. Machine learning can help us design a better process by comparing the efficacy of different approaches in a systematic and rigorous way. The same tools that let us test the effectiveness of an email campaign, A/B testing, psychological nudges, etc, can also help to make intake a better process.


What's Different

There are many data and intake initiatives, Transform is unique…

1. Outcome Focussed

Every element of design is about helping frontline workers support clients’ transformative goals.

2. Paradigm Shift

We’re building new communication & engagement pathways with clients.

    1. a.A platform for micro-credentialing staff.
    2. b.Supporting Machine Learning, bias recognition, and more… 

3. Sector Driven

Collaboration between…

    1. a.Frontline Serving Agencies/ Co-adopters & Drivers
      1. i.Bissell Centre
      2. ii.CMHA
      3. iii.IFSSA - IslamicFamily.ca
    2. b.Umbrella Organizations
      1. i.Communities United – Sectoral connector
      2. ii.End Poverty Edmonton – Sectoral connector
      3. iii.PolicyWise – Data governance lead
    3. c.Academic
      1. i.University of Alberta & MacEwan University (Roundhouse) – Research support
    4. d.Tech
      1. i.MetaLab.co – Front end UI/UX
      2. ii.Startup Edmonton – Development coaching
      3. iii.HelpSeeker.org – Sharing common referral standard
      4. iv.Data For Good


Goals

We want to make the following shifts to the way we work…

1. Data collection as a chore → Data drives insights
​2. Interrogation (Eligibility) → Conversation (Goals)
​3. Transactions → High Impact Referrals
​4. Measuring Outputs → Measuring Outcomes
​5. Reduce stress & Increase impact

Principles

1. Measure what matters
​2. Enhance – don't limit – frontline ingenuity
​3. Equip clients with powerful choices
​

Summary




What's Needed…

1. Partnerships

Need a large outcome oriented funder to partner with us. (Not just $$$). 

    1. a.Support sector collaboration & efficiency
    2. b.Improve evaluation practices 
    3. c.Dissemination of promising practices 
    4. d.Support client data mobility
    5. e.Improve sector accountability & outcomes

2. Early Adopters

Can be part of the product development and early rollout. 

    1. a.Willing to commit to shifting processes
    2. b.Have the ability to invest in evaluation

3. Impact Investors

Want to support systematic change that can scale. 

    1. a.Can provide the initial investment needed for development
    2. b.Can invest in $ or expertise
Connect: [email protected]

About IFSSA…

People come to IFSSA for support with security, safety and growth. IFSSA serves 4500 clients every month, runs Edmonton's second largest food bank, provides aid in financial crisis, supports victims of gender-based violence, settles refugees, and delivers a range of preventative programming for youth. IFSSA's services are open to all.

IFSSA is an Imagine Canada accredited charity, the winner of the Government of Alberta's Inspiration Award for its work combatting domestic violence (2020) and the Canadian Mental Health Associations Professional Service Award (2020).


Quick IFSSA Stats…




[email protected] | IslamicFamily.ca

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