Case Studies in Serivce Integration: San Mateo County, California

Mark Ragan
Service integration can take many forms—co-locating staff, developing a common intake process, creating multi-disciplinary teams to review and manage cases, reorganizing to bring together multiple programs in a unified governance structure, and other strategies designed to simplify access to benefits and services. Over the last decade, officials in San Mateo County, California have implemented all of these strategies, and more, to create PeninsulaWorks, a coherent and responsive service delivery system. The Human Services Agency (HSA) of San Mateo County is a large organization that includes a wide range of human services programs in a single administrative unit. Income support programs, employment and training programs, youth and family services, housing programs, vocational rehabilitation services, and alcohol and drug services are the responsibility of a single director of human services. But the story doesn’t end there. HSA has gone well beyond reorganization, implementing management and staff processes that are designed to facilitate the delivery of services to county residents.
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