Community Action Plan

Transcription

1 Community Action Plan 2018 With maximum feasible participation of the low-income people and communities it serves, CEDA designed services and strategies to address the causes and conditions of poverty. The Community Action Plan describes the needs of the community, the service delivery system, linkages, resource coordination, community-based initiatives, youth programming, and the expected outcomes of the plan. January 1 December Community and Economic Development Association of Cook County Approved by the CEDA Board of Directors August 15, 2017 Revision approved by the CEDA Board of Directors October 17, 2017

2 Table of Contents I. SUMMARY... 2 Background and History... 2 The Use of Community Services Block Grant Funds... 2 Planning Process... 3 Sections of the Plan... 4 II. NEEDS ASSESSMENT Key Findings III. SERVICE DELIVERY SYSTEM IV. LINKAGES V. COORDINATION VI. COMMUNITY-BASED INITIATIVES VII. YOUTH INITIATIVES VIII OUTCOMES Table of CEDA Services and Strategies for Appendix 1 Client Satisfaction Report. Appendix 2 Partner List Appendix 3 Participation in Outreach Events & Meetings Appendix 4 Community Needs Assessment Update 2017 (Located in a separate attached document) CEDA Community Action Plan for P age

3 I. SUMMARY Background and History CEDA, the Community and Economic Development Association of Cook County, Inc. is a private, nonprofit Community Action Agency providing community and economic development programs and direct human services that address the needs of low-income residents and communities in Cook County, Illinois. CEDA is part of a national network of some 1,000 community action agencies. CEDA s antipoverty programs benefit more than 300,000 people annually. The roots of the Community and Economic Development Association of Cook County, Inc. (CEDA) can be traced to the passage by Congress of the Economic Opportunity Act of The following year, in 1965, the Cook County Office of Economic Opportunity was created by the Cook County Board of Commissioners as the Community Action Agency designated to provide services for residents of Suburban Cook County. In June of 1966 the Cook County Office of Economic Opportunity became incorporated as a private, not-for-profit, and tax exempt corporation later to be renamed as C.E.D.A. In 1967 the Cook County Office of Economic Opportunity was recognized as the designated Community Action Agency for addressing poverty in Suburban Cook County. The 1994 reauthorization of the Community Services Block Grant Act included language that required a Community Action Plan (CAP) to be submitted annually by each community action agency prior to the receipt of Community Services Block Grant (CSBG) program funds. The 1994 CAP directive outlined six components which included outcomes as a suggested component. The 1998 CSBG reauthorization made identifying outcomes required rather than suggested and also introduced another CAP component, called Innovative Neighborhood and Community Initiatives. The Use of Community Services Block Grant Funds Community Services Block Grant (CSBG) funds awarded to CEDA are used to plan and provide a range of services to address the needs of low-income persons and ameliorate the causes and conditions of poverty in Suburban Cook County. Funds are used for activities to help families and individuals achieve self-sufficiency, to find and retain meaningful employment, to attain an adequate education, to overcome transportation barriers, to overcome health barriers, to make better use of available income, to obtain and maintain adequate housing, to obtain adequate nutrition, and to achieve greater involvement in their communities. The programs provided are all aligned with CEDA s mission of self-sufficiency and improved quality of life for low-income people. All are offered to fill unmet needs which have been identified by the community assessment process. Examples of the programs created by CEDA in response to input from low-income community members include employment services for job readiness and job placement, academic scholarships, trade skills training and certification scholarships, fresh produce for pantries identified food deserts, auto repair assistance, dental care assistance, rental assistance, financial literacy workshops, nutrition education workshops, and family case management. CEDA Community Action Plan for P age

4 In addition to direct services, CEDA uses Community Services Block Grant funds for Training and Technical Assistance, to support the Community Needs Assessment, program evaluation, community forums and focus groups, planning, evaluating of programs, data collection and analysis. CSBG supports CEDA s internal Compliance activities, and other agency capacity-building functions. CSBG funds allow CEDA to coordinate its services with other public and private entities in the community. Supported by CSBG funds, CEDA staff members are active participants in various coalitions and networks in Suburban Cook County. Through these networks, CEDA is able to forge cooperative relationships for shared resources and cross referrals. Community involvement supported by CSBG funds allows CEDA to stay aware of services being provided in the communities, to learn of gaps in services that may exist, and to inform other providers of CEDA services. Planning Process The planning process for CEDA s 2018 Plan began in October 2015 with the board and staff Strategic Planning retreats. At that time the agency board of directors reviewed and affirmed the mission statement To work in partnership with communities to empower families and individuals to achieve selfsufficiency and improve their quality of life. Board members and management staff together examined the strengths, weaknesses, threats, and opportunities facing the organization. Together they laid out a three-year plan to advance CED s mission. With that strategic framework in place, the Community Action Plan annually creates a one-year action plan for the programs and services that can improve our communities and the lives of low-income families and individuals. The timeframe for this plan is January 1, 2018 through December 31, CEDA s Board of Directors is involved throughout the process of creating the agency plan. Input and guidance is provided to staff by the board members sitting on the Program Planning and Evaluation Committee. The Program Planning and Evaluation Committee reports to the full board. The committee keeps the board informed of the community assessment process and results. Board members provide their input by completing assessment surveys and by offering their opinions during committee meetings and board discussions. CEDA used multiple mechanisms to gather the information used to assess the community of Suburban Cook County. These are designed to encourage maximum feasible participation by the low-income community to inform the planning decisions of the agency. Interviews with Key Informants from public and private sector representing expertise in various issues such as housing, health, education, legal services and others Information from five focus groups with low-income residents Information gathered from public data such as US census, HUD, and Illinois Board of Education Bureau of Labor statistics, County Health and more. Input from staff and board members. CEDA Community Action Plan for P age

5 CEDA incorporates the ROMA Cycle in planning, implementing and evaluating programs. The planning process starts with assessing community needs and resources, identifying the needs that other resources are not addressing, determining the priority of those unmet needs, and deciding how CEDA will respond. The Board is involved or informed in all segments of the planning cycle. They receive regular monthly reports regarding program implementation, activities, and achievements. The board receives ongoing reports of program outcomes and through the Program Planning and Evaluation Committee. It receives and reviews the annual National Performance Indicator (NPI) Report, and it assists in the evaluation of programs, providing feedback in meetings of both the Program Planning and Evaluation Committee and of the full board. CEDA has a Nationally Certified ROMA trainer on the staff of the agency. The certified ROMA trainer assists in the implementation of the Community Action Plan as required in Standard 4.3 of the Organizational Standards. This includes ensuring logic-based goals and outcomes are created for all programs; that the desired outcomes are related to the needs identified in the community assessment; that the planned program activities are logically related to the expected outcomes; and that mechanisms are in place for measuring and reporting program outcomes. CEDA s tri-partite Board of Directors reviews and approves the Community Action Plan. Sections of the Plan The Community Action Plan is comprised of six sections, including this Summary. Section II, describes the contents of the Community Needs Assessment update for 2017, which is found in its entirety in an attached document. The assessment of Suburban Cook County shows no significant change from the previous year in the needs expressed by low-income residents. Demographics of suburban Cook County have not changed in any way that could be quantified since the last report. Emerging trends discovered in the Needs Assessment process include lack of affordable housing, disparity in educational quality and outcomes, persistent employment challenges in low-income communities and in particular for those with a criminal history. Community resources have declined in the areas of child care and behavioral health services as a result of the 2-year budget standoff in state government. Stakeholder interviews identified new resources for job trainings. New opportunities for CEDA Community Action Plan for P age

6 collaboration between community action and public health and hospital systems are emerging. These are all described in the Community Needs Assessment document. Section III describes how services are delivered by CEDA and other providers in Suburban Cook County. A network of public and private agencies and organizations exists to address the needs of low-income families and individuals. CEDA s structure and systems for delivering services include multiple locations and subcontracted organizations. Section IV examines CEDA s Linkages: how the agency outreaches to potential customers and follows up to ensure comprehensive services. CEDA uses dedicated staff to conduct outreach for all agency programs throughout the county. Other program staff and managers also conduct outreach within their regions. The case management personnel do extensive follow-up and ensure comprehensive services for customers. Section V describes CEDA s Coordination of services and resources with external partners and between internal departments. The agency maintains both formal and informal partner relationships with dozens of organizations in Cook County. Staff attends numerous job fairs, health fairs, back-to-school fairs and many networking meetings every year. CEDA works with large coalitions of providers. Only by maintaining and nurturing these relationships is CEDA able to coordinate its varied services in a complex and diverse service area like Cook County. Section VI of this document identifies two Community-Based Initiatives that CEDA is working on. In the West suburbs, CEDA is contributing to the successful outcomes of the Cicero Youth Task Force. This initiative works to enhance the quality of life for children, youth, and families in Cicero and surrounding communities. In the Northshore suburbs, CEDA is working with the Alliance Homeless Advocates for the North District on its mission to reduce homelessness. CEDA s rental assistance program has been an important resource among the many resources that are being brought collaboratively to impact community change. Section VII, Youth Programing describes how CEDA is poised to launch a new initiative CSBG funds supported research of the specific resources and any gaps in services for youth in suburban Cook County. Once that research has been completed, CEDA will design a program to respond to the needs. The new program will be designed and implemented in coordination with other providers of youth services. Section VIII describes the complete array of services and strategies that CEDA has envisioned in response to the needs and conditions described in the Community Needs Assessment. This section also defines the anticipated outcomes that will be measured to determine the effectiveness of each program. Based on thorough analysis of the communities of Suburban Cook County, CEDA has identified the priority needs below and developed strategies to address them. Note: the list below includes both CSBG-funded and non-csbg-funded activities. CEDA Community Action Plan for P age

7 Identified need: AFFORDABLE HOUSING Strategy 1: Rental Assistance CEDA provides CSBG-funded rent assistance to prevent homelessness and help low-income residents achieve affordable housing. Individuals and families who encounter an unexpected hardship can receive financial assistance for delinquent or first-month s rent. The program includes short-term case management which helps stabilize the household and ensure that budgeting and income are sufficient to meet ongoing housing expenses. Strategy 2: Housing Counseling Via grants from HUD, Illinois Housing Development Authority (IHDA) and the Town of Cicero, CEDA provides a wide variety of housing counseling services to homebuyers, homeowners, low to moderate income renters and the homeless. The goal of CEDA Housing Counselling is to educate, inform, assess, listen, and find creative ways to empower participants to make better decisions about improving their housing situation and meeting the responsibilities as a tenant and home owner. Clients are able to receive individualized one-on-one and group counseling education in the areas of locating and securing or maintaining residence in rental housing, shelter and services for the homeless, foreclosure prevention and pre-purchase and home buying. Strategy 3: Transitional Housing for Veterans With HUD funding, CEDA provides temporary housing and case management services for homeless male veterans. Twelve (12) men can be housed at any given time and are eligible to remain in supported housing for up to two years. Case management services include linking clients to mainstream services to increase skill level and income needed to become self-sufficient. All Veterans housed through this program are directly connected to a Veterans Affairs Case Manager that works collectively with CEDA case management staff. Strategy 4: Finding Affordable Rental Options (FARO) A new initiative in the North Region will combine direct services and community coalition building to assist low-income families in locating and securing affordable rental housing units. Dedicated staff will case manage families and directly assist their housing search after the fashion of a rental agent. That staff will also work closely with existing housing networks to enlist cooperative landlords, identify additional support resources, and collaborate on solutions, both immediate and long-term, for housing needs in the community. Identified need: FINANCIAL LITERACY Strategy 1: Financial Literacy Workshops and Counseling CEDA Community Action Plan for P age

8 Supported by CSBG funding, CEDA incorporates Financial Literacy training into the Self-Sufficiency case management program. In order to receive CSBG-funded direct client assistance, participants are required to attend a workshop with instruction regarding budgeting, banking and credit basics. Selfsufficiency participants may also take advantage of free one-on-one financial counseling sessions. Strategy 2: Support To Empower People Undertaking Prosperity (STEP UP) Using CSBG funds, CEDA will pilot a financial empowerment project in the South Region with three elements: One-on-one financial coaching over multiple months, peer support groups meeting regularly, and a Financial Symposium with workshops and trainings for asset building, open to the community. Identified need: EMPLOYMENT Strategy 1: Job Readiness and Placement CEDA provides job skill enhancements for unemployed low-income residents through the services and expertise of an employment services provider contracted through CSBG funds. The program partners with local employers to secure employment positions for participants to enter the workforce, gain experience, increase their earning potential, and establish a good work ethic. Strategy 2: Trade Skills Training CEDA uses CSBG funds to provide adults with enrollment into trade skills training in high-demand vocational fields to attain needed certifications and credentials for permanent employment opportunities by paying tuitions or instruction fees to accredited training institutions. The program provides short-term case management to help participants succeed in their goals. Identified need: EDUCATION Strategy: Scholarships CEDA provides scholarships for low-income persons for post-secondary education at an accredited institution of higher education in the state of Illinois using CSBG funds. The scholarship program is designed to provide financial assistance to low-income and disadvantaged persons of high academic attainment or potential, with preference given to applicants of racial or ethnic minorities. The education and training made possible through the scholarship includes either general education to achieve functional literacy skills, or general post-secondary education. Identified need: HELP WITH UTILTY BILLS Strategy 1: LIHEAP, PIPP and Corporate Utility Assistance CEDA is the provider of LIHEAP (Low Income Home Energy Assistance Program) services for all of Cook County. Annually, CEDA processes between 150,000 and 160,000 applications for utility assistance from CEDA Community Action Plan for P age

9 low-income households and awards approximately $70 million in one-time utility grants, benefiting about 250,000 individuals. The program is administered by DCEO with federal and state LIHEAP funds. PIPP (Percentage of Income Payment Plan) program is an alternative utility benefit from the same funding sources. Instead of one-time assistance, PIPP benefit is spread out over the whole year, provided the customer pays a required minimum on their monthly bill. PIPP requires follow-up with the enrolled customers, making it a case managed program. CEDA had approximately 13,400 households enrolled in PIPP in CEDA delivers other energy assistance to low-income utility customers through the ComEd Residential Hardship program and the People s Gas Share-the-Warmth program. Strategy 2: Weatherization With funds from HHS, State LIHEAP, and US Department of Energy, CEDA provides Weatherization Assistance for low-income households in Cook County. This program reduces utility costs by adding insulation, air sealing, and improving efficiency of heating and cooling mechanical systems in the home, including furnace repair and replacement. Low income residents benefit from reduced bills and a safe, comfortable dwelling. CEDA weatherized approximately 1200 dwellings last program year, including single family homes and apartments within multi-unit buildings. Identified need: AFFORDABLE HEALTH AND DENTAL CARE Strategy 1: Vision Assistance Through CSBG funding CEDA provides vision care assistance for low-income suburban Cook County residents. The program pays for eye exams and glasses when a vision problem threatens to interfere with self-sufficiency goals of employment, education or healthcare maintenance. Residents must be enrolled and participating in the Self-Sufficiency case management program to receive vision assistance. Strategy 2: Dental Assistance CEDA uses CSBG funding to provide dental care services to low-income suburban Cook County residents who lack dental insurance or other resources to meet their dental needs. Dental Assistance is a multilayered collaboration that seeks to expand access to affordable dental care, including those with high dental expenses that are not covered by their dental insurance, to alleviate barriers for employment, education/training, or health-care maintenance. Residents must be enrolled and participating in the Self-Sufficiency case management program to receive dental assistance. Identified need: HELP SETTING FAMILY GOALS Strategy 1: Self-Sufficiency Case Management CEDA uses CSBG funds to provide short-term case management services to families seeking financial assistance through other CSBG programs. Case Management includes assessment of family needs and assists in the development of Family Action Plan, information and referral, financial literacy, nutrition education. CEDA assesses the household on all self-sufficiency domains. Self-sufficiency participants CEDA Community Action Plan for P age

10 work with staff to develop and maintain a household budget. Using client-guided strength-based case management techniques and a myriad of partner relationships, CEDA refers clients to appropriate internal and external services to help them stabilize and achieve higher levels of self-sufficiency. For households participating in the self-sufficiency program, CEDA is able to provide direct client assistance for supportive services to alleviate barriers to self-sufficiency. Strategy 2: Reintegration Services (RISE) In the West Region, CEDA will use CSBG funds to provide support to newly released individuals or those with a criminal background. Services include individual and family support through case management. It will advocate for resources for the ex-offender and family: education, training and employment services, emotional and social wellness, substance abuse treatment, housing, public benefits, tattoo removal, record expungement, etc. Reintegration Services will provide direct family-level services, as well as build a community collaborative for the purpose of reducing recidivism and increasing public safety. Identified need: TRANSPORTATION Strategy: Transportation Assistance CEDA will use CSBG funds to continue providing limited auto repairs for low-income people to remove barriers to employment, education/training, or health maintenance. New in 2018, CEDA will expand its transportation assistance to low-income suburban residents without vehicles. Vouchers for Uber ridesharing can improve access to health and social services, employment and education opportunities. Residents must be enrolled and participating in the Self-Sufficiency case management program to receive transportation assistance. Identified need: NUTRITION Strategy 1: Family Nutrition Program CEDA uses CSBG funds in partnership with Greater Chicago Food Depository and its network of member food pantries to provide access to fresh produce for low-income residents. Services target food desert areas with high levels of food insecurity and low food access Strategy 2: WIC CEDA contracts with the Illinois Department of Human Services to provide Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) in Cook County, Illinois. WIC is funded by USDA. Its focus is on healthy eating for low-income mothers, babies, and young children. WIC provides nutrition education, nutrition counseling, breastfeeding support, vouchers for nutritious foods, and referrals to other social and health services. CEDA Community Action Plan for P age

11 Identified need: ACTIVITIES/JOBS FOR YOUTH Strategy: Youth Services Pilot CEDA will provide a new initiative for Youth Development in 2018 using CSBG funds. Analysis is underway by CEDA to determine the current unmet needs and gaps in service for youth in suburban Cook. CEDA is interviewing and researching current youth providers and services with whom we plan to work cooperatively on a new strategy. The specifics of this new strategy will be designed in September based on the completed analysis. Identified need: MORE INFORMATION ABOUT SERVICES Strategy: Information and Referral staffing CEDA uses CSBG funds to enhance agency ability for providing suburban Cook County with information and referral (I&R) to connect people with resources that can help them. Trained I&R Specialists will assess their needs in a non-threatening and non-judgmental manner, to help them understand their situations and empower them to make informed decisions about possible solutions. II. NEEDS ASSESSMENT In 2017 CEDA updated the Community Needs Assessment for suburban Cook County using interviews with 42 key informant representing public social service agencies, private nonprofits, elected officials, health providers, housing and education advocates, and agency staff. Focus groups were held in Cook suburbs allowing input from approximately 63 low-income residents and CEDA customers. CEDA additionally participated in the Community Cafés convened by Safe and Thriving Communities, to gather input from another 210 community residents. The complete Community Needs Assessment 2017 Update is attached to this Community Action Plan document as Appendix 4. The community covered by the Needs Assessment is suburban Cook County, defined as the entire Cook County except for the City of Chicago. Suburban Cook County creates a three-quarter ring around Chicago, to the south, to the west and to the north of the city. There are 30 townships in Suburban Cook County with 134 municipalities located, partially or wholly within its borders. 2,517,670 people or forty-eight percent of Cook County population, reside in Suburban Cook County. (source: US Census 2015 Population Estimates Suburban Cook County is densely populated and urban throughout its geography with a wide diversity of social and economic conditions. CEDA defines the service area into three regions delineated by the townships within each Region. CEDA Community Action Plan for P age

12 North Region West Region South Region New Trier Township Northfield Township Barrington Township Schaumburg Township Wheeling Township Elk Grove Township Hanover Township Palatine Township Maine Township Niles Township Evanston Township Berwyn Township Cicero Township Lemont Township Leyden Township Lyons Township Norwood Park Township Oak Park Township Proviso Township River Forest Township Riverside Township Stickney Township Total Population: 1,055,378 Total Population: 660,242 Below 125% FPG: 119,718 Below 125% FPG: 114,690 Bloom Township Bremen Township Calumet Township Orland Township Palos Township Rich Township Thornton Township Worth Township Total Population: 769,507 Below 125% FPG: 145,893 The updated assessment of CEDA s service community does not show significant change in the priority needs identified from last year s assessment. These include Housing, Jobs, Education and Training, Access to Healthy Food, Transportation, and Affordable Health/Dental Care. New information reveals several opportunities for CEDA to expand its impact through involvement in collaborative efforts in Suburban Cook County, and through new initiatives. The data also show that CEDA s current programs continue to be important for addressing unmet needs. Key Findings Rental prices are putting increased pressure on low-income families, making it more difficult to find and maintain affordable housing. There appear to be opportunities for CEDA to design additional direct support programs. There are also existing housing coalitions working on housing issues. Their results could be improved with CEDA s deeper involvement and support. Although the unemployment rate has dropped in the past year, many people continue to need employment programs for job readiness, training, placement, and follow-up support. CEDA s employment program continues to be a needed service. There appears to be need for additional services for the reentry population (formerly incarcerated) and for disengaged youth. Exciting new opportunities are arising for CEDA to enter new collaborations with hospitals and health systems in Cook County. A new focus on social determinants by health providers logically would prompt the creation of partnerships with social service providers and anti-poverty organizations. CEDA could greatly expand its impact through such collaborations. Despite expanded Medicaid and other elements of the Affordable Care Act which have helped the lowincome population, access to health and dental care is documented to be an ongoing problem in CEDA Community Action Plan for P age

13 disadvantaged communities. CEDA s vision and dental assistance programs should continue to help address this problem. Limited food access continues to affect the lives of a 232,000 suburban residents. Several lowincome communities have lost major grocery stores in the past couple years, further weakening access to healthy foods. CEDA s family nutrition program, which contracts with the food depository to send fresh produce to food pantries, continues to address an important need. Updated community information shows a potential for CEDA to broaden its impact by taking a more active role in existing collaborations addressing food access. Educational disparities that exist in the public schools of Suburban Cook have been discussed in CEDA s prior Community Needs Assessments. CEDA s scholarship program continues to be an important response to the achievement and opportunity differences between low-income communities and more affluent communities. There are opportunities for CEDA to assist in collective impact initiatives that will address the education gap between low-income and middle-class students. The updated assessment revealed additional transportation barriers in suburban Cook, as well as an opportunity for CEDA to address those barriers. CEDA s auto repair program helps hundreds of households. However, for the thousands of households without cars, a different solution is needed. Stakeholders, especially health providers, describe a need to helping with ride-share service costs. This may be an opportunity for CEDA to expand the success of its transportation supports. III. SERVICE DELIVERY SYSTEM Service delivery to low-income residents of Suburban Cook County is accomplished through a multitude of private and public agencies. There are four Illinois Department of Human Services (DHS) Family and Community Resource Centers in suburban Cook County. These are access points for residents seeking state benefits such as TANF, Medicaid, and SNAP. Each of the 30 townships maintains an office that administers General Assistance and other support services (food pantries, employment counseling, senior services, youth services, etc.) that vary between townships. Public housing services are provided by Housing Authority of Cook County. The municipalities of Cicero, Evanston, Maywood, Oak Park, and Park Forest each have their own housing authority. A few of the suburban municipalities have their own social service departments. AgeOptions, the Area Agency on Aging for Suburban Cook County, provides services for elderly and disabled through a network of subcontractors. Workforce services under the Workforce Innovation and Opportunities Act (WIOA) are coordinated through the Chicago Cook Workforce Partnership. CEDA has a memorandum of understanding with Chicago Cook Workforce Partnership to partner with the Illinois WorkNet system. CEDA Community Action Plan for P age

14 Large nonprofit service providers operating in suburban Cook include Catholic Charities, Metropolitan Family Services, Aunt Martha s, Salvation Army, and Lutheran Social Services. Many other smaller nonprofits are active in various regions of the county. Most of the food pantries in the suburbs, many of which are operated by churches or parishes, are supported by Greater Chicago Food Depository, which is also a subcontractor of CEDA. As a means of weaving together the county s service delivery system as much as possible, CEDA works closely with most of the 30 township offices in the county and maintains referral and informational relationships with dozens of health and human services providers. The service delivery system for Suburban Cook County is challenged by competing and overlapping political boundaries as well as by incredible disparity between regions and communities. The Cook County government assumes almost no role in the coordination and delivery of human services. Its primary focus is instead on public health, courts, and detention. Without a directing hand from the County, there is little likelihood for a system of coordinated services across Suburban Cook County with its 135 municipal jurisdictions, plus another 125,000 people in unincorporated areas. The greatest challenge to Suburban Cook service delivery system recently has been the inability of the State of Illinois to pass a budget in 2015 or The budget impasse meant that funds were not flowing to the institutions contracted to provide state-funded services. Organizations with State contracts for many human services and social services were not getting paid. Hundreds of locations across Cook County reduced or eliminated services. Many organizations ceased doing business. While a State budget has now been passed, the damage has been done. It will be some time before the provider network will know the lasting impact. It will take even longer to adjust the service delivery system in Cook County to adapt to the new provider landscape. Other than the lost services and shrinking resources caused by State budget issues, the service delivery system in Suburban Cook County has not changed significantly this year. These are the minor adjustments made to CEDA s service delivery in the past year: 1. Updated satellite locations for CSBG-funded Family Support and Community Engagement programs: Family Support and Community Engagement Satellite Locations North Region - 1. Niles Township 5255 Main Street Skokie, IL New Trier Township 739 Elm Street Winnetka, Illinois Township of Schaumburg One Illinois Boulevard Hoffman Estates, IL Hanover Township 7431 Astor Ave. Hanover Park IL Northfield Township 2550 Waukegan Road Suite 100 Glenview, IL Northwest Compass, Inc W. Northwest Highway Mount Prospect, IL City of Des Plaines- Health & Human Services 1420 Miner Street Des Plaines, IL CEDA Community Action Plan for P age

15 8. Village of Niles Family Services 999 Civic Center Drive Niles, IL IDES-Arlington Heights 723 W. Algonquin Road Arlington Heights, IL PHD/Preservation of Human Dignity 1610 N. Colonial Parkway Inverness IL Mission San Juan Diego Parish 2323 N Wilke Road Arlington Heights, IL South Region - 1. Bremen Township Kedzie Parkway Markham, IL Bloom Township 425 S. Halsted Chicago Heights, IL Thornton Township 333 E 162 nd Street South Holland, IL CEDA Chicago Heights 1203 West End Avenue Chicago Heights, IL CEDA Harvey 53 E 154 th Street Harvey, IL IDES Harvey S. Halsted Ave. Harvey, IL Rich Township Governors Highway Richton Park, IL Orland Township S. Ravinia Ave. Orland Park, IL Together We Cope Oak Park Ave Tinley Park, IL West Region - 1. CEDA Southwest 7666 West 63 rd Street Summit, IL Casa Esperanza OLMC 1115 N 23 rd Ave. Melrose Park, IL Vision of Restoration 1221 W Madison Street Maywood, IL Employment and Employer Services 1701 S. 1 st Avenue Maywood, IL Arab American Family Services 9044 S. Octavia Ave. Bridgeview, IL Lemont Township 1115 Warner Avenue Lemont, IL Leyden Township 251 N. Mannheim Road Franklin Park, IL Township of Lyons 6404 Joliet Road Countryside, IL The selection of new Energy/Weatherization Intake contractors: Intake partners are selected using a competitive Request for Qualifications solicitation and review. For PY 2018, CEDA prioritized finding entities that provide other services besides the CEDA contracted services. The purpose of this approach was two-fold. 1) The contractor should not be solely dependent on CEDA for its economic survival and 2) the customers should have the most comprehensive options possible for connecting to other support services needed by CEDA s low-income clientele. The geographic distribution of intake sites was also a priority consideration. CEDA anticipates having 80 Energy intake sites in 2018, located to provide access for all eligible Cook County residents. 3. In 2017, CEDA entered into a new partnership with Chicago Department of Family Support Services. CEDA Energy contractors will provide onsite LIHEAP intake at Chicago DFSS centers. This enables improved access to services for low-income Chicago residents. 4. CEDA WIC services are provided by appointment, but in consideration of the needs of client families, CEDA has recently worked to expand its flexibility to accommodate more walk-ins at the WIC clinics CEDA Community Action Plan for P age

16 Map of 2017 Service sites from CEDA website Accessed July 18, 2017 CEDA continues to systematically gather feedback from customers. Each program has a mechanism for getting satisfaction feedback from their clients. This data provides insights for improving the programs. Overall, 94 percent of the respondents agreed or strongly agreed to the statement I would recommend CEDA services to my friends or relatives. The Combined Customer Satisfaction Report for 2017 contains results from 5,744 customers. The report can be found in Appendix 1 CEDA Community Action Plan for P age

17 IV. LINKAGES CEDA strategically reaches out to the community to maximize awareness of services. The agency has personnel specifically designated for that purpose. They are referred to as the Outreach team. As described in the above Description of Service Delivery System, CEDA maintains offices across Suburban Cook County, and sends staff to work out of partner locations in many communities, thereby increasing its outreach and presence throughout the catchment area. CEDA s website is a key tool for informing our client community of our services. The website is regularly updated with current programs and services sites. Outreach team members are not the only CEDA employees to reach out to the client population. Staff members from all departments have attended back-to-school fairs, job fairs, health fairs, and other special events in the communities to give out information and answer questions about CEDA services. Regional Managers of CEDA s Family Support and Community Engagement (FSACE), CSBG-funded programs, are charged with conducting regular outreach to clients and partner networks in their region. They maintain documentation of these outreach efforts, whether it is a presentation at a senior residential facility, distributing materials at health fairs or network meetings, or face-to-face conversations with local officials. Although their messaging may focus on CSBG-funded programs and services, the Regional Managers work to ensure community awareness of all CEDA programs. FSACE team has organized a special Outreach Blitz each of the past 5 years. During the Blitz, the department undertakes a concerted effort to blanket the region with program information, meeting face-to-face with as many local agencies, churches, and officials as is possible. The Blitz suspends normal appointments and puts all boots on the ground for a one-day information surge. The Weatherization Program has provided CEDA s Outreach Team with the GIS mapping to identify areas of populations within the 150% -200% poverty index. Outreach efforts are focused in these areas with intent to reach the households with seniors, disabilities, small children and high energy usage. If there are existing intake sites in these areas we will collaborate with them to saturate the area with program information. Each of he contracted Energy Assistance Intake Sites is required to conduct outreach according to a plan submitted with their Request for Qualifications response. CEDA Outreach strategy is being undertaken in an attempt to reach new and underserved populations throughout Cook County that have not traditionally had access or received services through our network of programs. While each CEDA program has specific content and program details tailored for potential client audiences, the Outreach strategy and assigned team is positioned to collaborate with messaging and helping to establish the conditions necessary to reach the targeted groups, and compliment program staff efforts wherever possible. This will be achieved in part through continued engagements with current community partners, and expanded interactions with area Councils of Government, townships and municipalities, particularly in South and West Cook County where larger numbers of underserved low-income households have been identified through our data networks. The Outreach strategy includes increasing our communications CEDA Community Action Plan for P age

18 around CEDA programs with key partner and public agencies, both within the City of Chicago and those with direct responsibilities in suburban Cook County. Additional attention is being directed toward the development of collaborative agreements with specific schools within the region s heavily enrolled community college network, for information sharing, referrals and program service forums. CEDA s outreach strategy also involves rebuilding some internal tools to assist with program outreach, including the development of a new platform for our website. The agency is working toward an updated website that is easily updated, user friendly and accessible for our new and recurring clients whether from a desktop, tablet, or mobile device. Other important internal tools are more active collaborative use of shared calendars through Share Point and expanded permissions to update our events calendars on our website. This approach will be enhanced through a more pro-active approach to the calendar that is reflective of the seasonal nature and Fiscal program years for high volume programs such as Energy and Weatherization. These efforts will incorporate targeted broadcast media, public transit signage and expanded use of traditional print and social media networks. This will include targeted scheduling of radio and TV PSA s, public affairs interviews through our extensive media engagements. The Outreach Team provides outreach to the residents of the City of Chicago and suburban Cook County. The following are activities to ensure that CEDA programs and services are accessible to all eligible residents: Meet with different community-based organizations and faith-based organizations to bring awareness of CEDA programs services available to all Cook County residents. Collaborate with community-based organizations and faith-based organizations on the most effective way to disseminate information to the residents of those communities. Build on relationships made with community organizations, agencies and churches by attending their targeted informational and educational events/fairs. Distribute flyers and pamphlets in the language corresponding to the community organizations, agencies, churches and centers, such languages as; Polish, Russian, Chinese, Arabic, Korean and Spanish. Outreach has identified some organizations that are within these communities Hanul Family Alliance, Korean-American Community Service, Arab American Family Services, Chinese American Service League, Romanian American Community Center, Polish American Association, Spanish Coalition for Housing, Centro Communitario Juan Diego, and Puerto Ricans Unidos En Accion (PRUA) to name a few from our current CEDA Contracted Site List. Will work with local government, local school districts, and community colleges as well as participate in community/aldermen/mayors/presidents town hall meetings in order to inform underserved areas in Cook County. Reach out to areas with priority clients, specifically households with seniors (60 years and older), and/or with a person receiving social security disability, regardless of age, households with children under the age of 5, and veterans. CEDA Community Action Plan for P age

19 Information management data indicates there are areas within the following regions that are underserved by CEDA Energy Services and Weatherization: the north/northwest, west, and southwest suburban communities. Established a partnership to work with Chicago s Department of Family and Support Service, City Clerk Office, Department of Family Services and other city and state service agencies. Providing program information, via meetings and/or s, to Chicago Aldermen, suburban Cook County townships and villages, State legislators, faith based organizations and other community based organizations. Announcing program information by contacting local and community newspapers as well as on local television and radio stations, such as WVON, WBBM, WGN, ABC, CBS, NBC, Univision, Telemundo, Chicago Area Network (CAN TV), and CLTV. Increase community-wide awareness by working with local TV, newsprint and radio programs, to promote services to the low-income population in Cook County. Disseminating all CEDA program information through various agencies such as, Illinois Department of Veterans Affairs, Chicago Department of Family and Support Services, City of Chicago Senior Services, Chicago Housing Authority, Alliance to End Homelessness, Department of Aging, and Housing Authority of Cook County. Continuing partnerships with townships, villages, and other municipalities as well as Citizens Utility Board (CUB), Legal Assistance Foundation (LAF), The Chicago Energy Council, Age Options, and the utilities. CEDA will continue to work towards forming partnerships with non-public senior housing buildings and establishing a presence in low income areas in Cook County with minimal to no CEDA intake representation. CEDA s Outreach team will participate in energy fairs, community events, Chicago s Alternative Policing Strategy (CAPS) meetings, Community Action Boards for CPS, monthly community/aldermanic meetings, and township and village community meetings in the suburbs. Continue to utilize Facebook, to reach and inform Cook County residents, political leaders, community leaders, churches and other agencies. The CEDA Call Center is able to perform information and referral functions for residents who dial in to CEDA s 800 number. In addition to making internal referrals to any CEDA program, staff is provided with lists of external organizations for commonly sought services. Call Center staff can perform internet searches from their work station to help callers locate resources for other needs and answers to other questions. The Call Center is staffed Monday through Friday from 8:30 to 5:00 with between 10 and 20 personnel. In the last quarter of 2016, CEDA added an Information and Referral unit which operates under the Call Center supervisor and is funded by CSBG. During 2017, CEDA used dedicated staff to research and compile a comprehensive list of resources. The Information and Referral unit is able to provide information and referrals for many services for suburban Cook residents. CEDA provides intensive short-term case management for all participants enrolling in its core CSBG programs. There is thorough follow-up conducted on the services and referral and the outcomes are CEDA Community Action Plan for P age

20 documented. Follow-up is conducted for other CSBG programs. The Scholarship Program Coordinator contacts all past awardees at the end of the term to ascertain their progress on their education goals. This renews CEDA s relationship with the scholarship recipient and allows the agency to gauge the program s outcomes. Employment program participants receive follow-up and case management during the job preparedness and placement process. Once a program participant has been placed in employment, the employment counselor will continue to follow up for another 90 days. V. COORDINATION Coordination of services and resources, both internal and external, is a standard business practice for CEDA and the agency is always alert for ways to enhance coordination. As an example, when CEDA launched its Information and Referral initiative in the 4 th quarter of 2016, it was cultivated out of the existing systems and infrastructure of CEDA s LIHEAP Call Center. Having the systems and supervisory personnel already in place expedited the launch of the new CSBG-funded project. In the same way, CEDA will make use of the staff and expertise that are already in place within the Housing Department when looking to initiate a new Financial Empowerment program in the South Region in Financial Literacy instruction and one-on-one financial counseling services, as well as first-time-homebuyer counseling are all within the capacity of CEDA Housing staff. As a community action agency, CEDA is thoroughly committed to coordinating its services with other public and private resources in the community. CEDA leverages services from Ladder Up and University of Illinois Extension to deliver Financial Literacy and Nutrition Education workshops. By co-locating Family Support and Community Engagement (FSACE) staff at Townships offices, municipal and faithbased human services offices, and at Workforce One-Stop Centers, CEDA coordinates its services with those of the host organizations. CEDA has dozens of formal and informal relationships that it uses to coordinate services to the low-income residents of Cook County. Appendix 2 contains a table of CEDA partners. CEDA sits at the table with many coalitions and networks in Suburban Cook County including serving on the boards of Alliance to End Homelessness, Access to Care, and the Workforce Innovation and Opportunity Act (WIOA) Board. During 2017, CEDA has been developing working relationships with the Accountable Health Collaborative at Rush Hospital, and with Health Impact Collaborative, working with Cook County Department of Public Health and Cook County Hospitals and Health Systems. As the designated local CSBG agency, CEDA entered into an agreement with Chicago Cook Workforce Partnership, the local WIOA board. The agreement formalizes the coordination of services between all WIOA partners in Cook County. Before providing any similar services with CSBG funds, CEDA first refers clients to WIOA-funded training opportunities. All WIOA partners will become familiar with the services of the other partners so they can identify any gaps in services and make successful cross-referrals. CEDA staff serves customers on site at each of the Workforce One-Stop centers weekly. Protocols are CEDA Community Action Plan for P age

21 being created for sharing data, making referrals, and connecting eligible Workforce clients with CSBG services they need. CEDA staff attends many informational events in Cook County where information is share with community stakeholders as well as the residents. Appendix 3 contains a partial list of these events from the first 3 quarters which serves as a sample of CEDA s outreach involvement in VI. COMMUNITY BASED INITIATIVES Since 2012, CEDA has worked with the Cicero Youth Task Force to support families and youth in the near west suburbs. The mission of the initiative is to enhance the quality of life for Cicero children, youth and families by working together to prevent youth risk factors. With CEDA s help, Cicero Youth Task Force is mobilizing community resources to increase the health, wellness, safety, and stability of families and youth in Cicero and surrounding communities. CEDA has been involved in the Communications Committee of the Task Force, helping to organize community educational events, back to school fairs, and financial literacy events, and homeless count. Cicero Youth Task Force has recently focused on improving access to mental health services. New health providers have joined the coalition and its membership is expanding to include service providers in other communities. Of special concern are mental health and counseling services for families of recently released youth offenders. C Thanks to the work of Cicero Youth Task force, municipalities in the near wests suburbs are increasing the amount of programming available for youth during out of school hours. CEDA Family Support and Community Engagement West Regional Manager has been coordinating CEDA s work with the Cicero Youth Task Force. The new CEDA Youth Services Coordinator will be taking over this coordination role. CEDA has recently become involved in community based initiative in the North suburbs to address housing issues. The Alliance Homeless Advocates of the North District (AHAND) is working to place more people in housing; coordinate housing and support services; educate the public and policy makers regarding homelessness issues; advocate for better housing opportunities; and develop a housing resource directory for the North Region. CEDA s Family Support and Community Engagement North Regional Manager is coordinating CEDA s role in this community coalition. This group will be among the vital community coalitions that will enable success of CEDA s new Finding Affordable Rental Options pilot program in VII. YOUTH INITIATIVES CEDA launched a new initiative in 2017 to identify the needs of low income youth in suburban Cook County, with the intention of developing or expanding programs and services to address those needs. CEDA brought on a new worker to staff the initiative. The position of Youth Coordinator was not filled until the start of the third quarter, so results and activities are preliminary. CEDA Community Action Plan for P age

22 The Youth Coordinator is responsible for setting up meetings with providers of youth services to identify what services currently exist, and where there are gaps in service. A set of interview questions 1 are asked of the provider to gain in depth understanding of services offered, service area, enrollment procedures and program requirements. The Youth Coordinator attends local meetings of youth service providers or coalitions to explore the issues affecting youth. Other goals of this networking and factfinding initiative are to conduct assessment of the youth employment services being offered by Workforce Innovation and Opportunity Act throughout suburban Cook County and to develop a linkage agreement in each region between CEDA and WIOA youth service providers. The coordinator will conduct research to find local providers of summer youth employment. The youth Coordinator will work with CEDA s Outreach Unit and other agency resources to ensure that young people and parents seeking youth services are aware of available services throughout Suburban Cook County. The coordinator will share the information from around the county with CEDA program management and make recommendations for further action by CEDA to improve the results for low income youth in Suburban Cook County. The research conducted to date guided CEDA to design the Youth Pilot described in the Outcomes section below. 11 The following is the Questions used seek perspectives from 1) community partners and 2) youth residents. Community partners perspective 1. What are the services you provide to youth? 2. If you could expand your services, what would you expand? (i.e. provide additional types of service(mentoring, STEM, financial literacy), increase # served, increase service area) 3. What is your greatest barrier to service expansion? 4. What is your service area? 5. On an average, how many youth do you serve per month? 6. What are the qualification/ eligibility for youth to become involve in your agency? 7. What are some obstacles to youth being involved in their community? 8. Who are your allies in the youth development field? 9. What are other youth community meetings you attend? 10. In your perspective, what are the top 3 youth services offered/available that are found to be effective and why? 11. In your opinion, what are the top 3 youth services needed/lacking and how will they make a difference? Youth perspective 1. How do you find out about services and/ or resources in the community? 2. What are some of the resources in your community 3. What resources do you feel you need in the community? 4. If you had the opportunity to develop a service or program in your community what would you develop? 5. What are the most critical issues affecting youth today? 6. Do you feel safe in your community? a. Why or why not? b. What does safe look like to you? 7. If there was something that you can correct in your life what will it be, and why? 8. If I could help you with anything right now what would it be? 9. Do you know anyone that needs help, if so with what? 10. If one was established, would you be willing to participate on a youth panel or in a youth working group? CEDA Community Action Plan for P age

23 VIII OUTCOMES The Community Services Block Grant funds designated to address the causes and conditions of poverty in Suburban Cook County allow CEDA to provide these proposed program and services. These proposed programs and services are tied directly to the needs of the low income population revealed through the community assessment described in this document. The Identified Need is generally stated as a broad service category. The Problem Statement more precisely defines specific needs and the facts that CEDA used to identify the problem. The Work Programs are the strategy, activity, or services in which CEDA will invest CSBG resources. The Outcomes are taken from the National Performance Indicators logically associated with the services or activity. CEDA may collect data to report on additional outcomes indicators for any of the work programs below as appropriate. During a multi year process dubbed ROMA Next Generation, the Community Action Network has revamped the tools for measuring and reporting results. The Six National Goals developed in 1995 have been replaced with Three National Goals: Goal 1: Individuals and families with low incomes are stable and achieve economic security. Goal 2: Communities where people with low incomes live are healthy and offer economic opportunity Goal 3: People with low incomes are engaged and active in building opportunities in communities. A new Annual Report was designed to report the agency compliance with Organizational Standards as well as agency outcomes for all of its activities. In this new framework, National Performance Indicators are delineated either as Community indicators (CNPI) or Family indicators (FNPI) The table at the end of this section reflects these updated goals and indicators. The section below will address only those CEDA strategies that rely on CSBG funds. Identified need: AFFORDABLE HOUSING Problem Statement: Low income people lack stable, affordable housing. Suburban Cook County has a well documented shortage of affordable housing. Low wages and high rents combine to place lowincome households in a very fragile housing situation. Any unplanned expense or unforeseen drop in income can make it impossible for these people to pay their rent. Without support and intervention from CSBG funded programs, a minor financial event could result in eviction and homelessness. Foreclosures continue to afflict areas of the county threatening the stability of households and communities. Work Program: Rental Assistance CEDA will provide one time payment of delinquent or first month s rent to prevent homelessness and help low income residents achieve affordable housing. Outcomes: FNPI 4e The number of households that avoid eviction. CEDA Community Action Plan for P age

24 Work Program: Finding Affordable Rental Options (FARO) In the North Region, CEDA will provide staffing to aid families in finding and securing rental units that will be affordable and sustainable within their household budget. To achieve this, the project will engage in community networking with public and private housing agencies, advocates, and landlords. Outcomes: FNPI 4b The number of households who obtained safe and affordable housing. CNPI 4a The number of safe and affordable housing units developed (built or set aside) in the identified community Identified need: EMPLOYMENT Problem Statement: Low income residents lack the ability to obtain and maintain employment. Unemployment in suburban Cook County is higher than the national average. Communities with high density poverty and minority populations have higher unemployment. Low income job seekers often lack access to employment opportunities. Unemployment rates remain stubbornly high in some communities. Research shows that low income job seekers often lack the soft skills needed to attain and retain employment. Work Program 1.4: Employment Services CEDA will provide job readiness skills for unemployed low income residents. It will place lowincome people in jobs and support them with 90 days of case management. Outcomes: FNPI 1b The number of unemployed adults who obtained employment. FNPI 1c The number of unemployed adults who obtained and maintained employment for at least 90 days Problem Statement: Many low wage workers and job seekers lack the skills and credentials for the available better paying work. Training programs to attain these needed certifications are expensive and outside the financial reach of low income residents. Work Program 1.6: Trade Skills Training CEDA will provide CSBG eligible adults with short term case management and enrollment into skills trade training in high demand vocational fields. Outcomes: FNPI 2h. The number of individuals who obtained a recognized credential, certificate, or degree relating to the achievement of educational or vocational skills. FNPI 1b The number of unemployed adults who obtained employment The number of unemployed adults who obtained employment (up to a living wage). FNPI 1e The number of unemployed adults who obtained employment (with a living wage or higher). CEDA Community Action Plan for P age

25 Identified need: EDUCATION Problem Statement: Low income residents lack resources for higher education. Research data clearly demonstrates that a college degree equates with higher income and greater asset accumulation. However, people with low incomes are challenged when it comes to paying for higher education. The cost of tuition and fees are rising beyond the reach of many families. Residents of Suburban Cook County consistently report concerns about paying for college. Getting an education for the job I want was among the top 10 needs of low income survey respondents. Getting financial assistance to complete my education was among their top 15 needs. Work Program 2.7: Scholarships CEDA will provide scholarships for CSBG eligible persons for post secondary education at an accredited institution of higher education in the state of Illinois. Outcomes: FNPI 2j The number of individuals who obtained a Bachelor s degree. FNPI 2z.1 The number of individuals who completed coursework in pursuit of a bachelor s or advanced degree. Identified need: AFFORDABLE HEALTH AND DENTAL CARE Problem Statement: Low income residents lack access to affordable health and dental care. Despite the improvements in healthcare coverage for people with low incomes under the Affordable Care Act, dental care and can be expensive and out of reach for many. There are still insufficient resources to deal with vision care emergencies for people with low incomes. This is especially true for Medicare patients who do not have the dental benefits through Medicaid, and for recent immigrants who cannot qualify for health coverage. Without necessary dental care or corrective lenses, a person may be unable to perform job duties, conduct a job search, or fulfill school responsibilities. Work Program 9.2: Dental Assistance CEDA will provide vouchers for dental care services to low income suburban Cook County residents who lack dental insurance or other resources to meet their dental needs. Outcomes: FNPI 5b The number of individuals who demonstrated improved physical health and well being. Work Program 9.2: Vision Assistance CEDA will provide vouchers for vision care to low income suburban Cook County residents, including prescription eyeglasses, to meet their vision needs. Outcomes: FNPI 5b The number of individuals who demonstrated improved physical health and well being. Identified need: HELP SETTING FAMILY GOALS Problem Statement: People with low incomes face multiple inter related barriers and often lack knowledge about services that may be available to support and assist their efforts toward economic stability. Services have little chance of making a significant impact on a household s economic stability, unless participants are engaged over time, and work with staff that can provide referrals and guidance CEDA Community Action Plan for P age

26 for a full spectrum of needs. 43 percent of low income needs survey respondents want help budgeting and managing money. 33 percent of low income parents said they need help learning how to set goals and plan for my family. Work Program 8.3: Self Sufficiency Case Management CEDA will provide short term case management services to families seeking financial assistance through other CSBG programs. Case Management includes assessment of family needs and assists in the development of Family Action Plan, information and referral, financial literacy, nutrition education and enrollment in other CSBG, agency and community programs. Outcomes: FNPI 7a The number of individuals who achieved one or more outcomes as identified by the National Performance Indicators in various domains. Identified need: TRANSPORTATION Problem Statement: Low income residents lack reliable transportation. Many areas of Cook County, especially those furthest from the central city, lack adequate public transit. Residents must rely on personal vehicles for medical visits, or getting to and from school or work. People with low incomes cannot always afford the get their car fixed. The lack of reliable transportation can mean losing a job. People without vehicles also need occasional assistance with transportation expenses which may require use of rideshare. Work Program 5.2: Transportation Assistance CEDA will provide case management and financial assistance for auto repair services and/or ridesharing vouchers for CSBG eligible families throughout suburban Cook County. Auto repairs and ridesharing vouchers are to remove a barrier to employment, education or health maintenance. Outcomes: FNPI 7a The number of individuals who achieved one or more outcomes as identified by the National Performance Indicators in various domains. Identified need: NUTRITION Problem Statement: According to Cook County Food Access Taskforce 2015 study, there are 76,000 food insecure people in Cook County with 30 percent of them in the suburbs. Food access is limited in some South suburbs and has become more limited in others due to grocery store closings. When people lack access to enough food for an active, healthy lifestyle it leads to higher healthcare costs and lower productivity. Poor nutrition threatens the wellbeing of individuals, families and the community as a whole. Work Program 6.3: Family Nutrition Program CEDA will partner with Greater Chicago Food Depository to provide access to fresh produce in for low income residents of limited food access areas of Suburban Cook County. Outcomes: CNPI 5d Number of accessible and affordable healthy food resources created in the identified community. Identified need: MORE INFORMATION ABOUT SERVICES CEDA Community Action Plan for P age

27 Problem Statement: Low income residents lack access to information about existing resources that can help them. The public s lack of awareness of services and programs was the single need commonly identified by recent focus groups in all regions. Providers in Suburban Cook County bemoan not having current data available for information and referrals. Cook County Planning Department recognizes this need. It made a goal of the establishment of a county side information and referral service (2 1 1) in Cook County, but the project is a distant goal. Work Program 7.1 Information and Referral CEDA will provide information and referral (I&R) in suburban Cook County to connect people with resources. CEDA will use trained staff provide customer services and maintain the resource database. Outcomes: CNPI 3b. 6 The number of existing other public assets made accessible to the identified community Identified need: INCOME AND ASSET BUILDING Problem Statement: For a low income family, a day s wages might only fulfill today s basic needs: food, clothing, and housing that might be temporary. For some families, the daily struggle to support themselves leaves nothing for tomorrow. In order to realize their full potential, families need saving and assets, the currency of the future. A variety of sophisticated skills and knowledge are required for growing wealth. People with low income generally do not have the same level of exposure to wealthbuilding skills as do more middle and upper income people. Work Program Support To Empower People Undertaking Prosperity (STEP UP) In the South Region, CEDA will guide and support low income residents in building assets with training in four areas critical to long term economic stability: entrepreneurship; homeownership; retirement savings; and investment education. The primary elements of the initiative are 1) an Annual Financial Empowerment Summit; 2) quarterly group meetings for peer support and skills building; 3) one on one financial coaching. Outcomes: FNPI 3ha The number of individuals who achieved and maintained capacity to meet basic needs for 90 day. FNPI 3d The number of individuals who increased their savings FNPI 3f The number of people who increased their credit score FNPI 3h The number of individuals engaged with the Community Action Agency who report improved financial well being. Identified need: LACK OF RESOURCES FOR YOUTH Problem Statement: Low income youth lack access to activities and opportunities. Key informant interviews and focus group participants have informed CEDA that low income residents want more programs and activities for young people. They want more jobs for youth and job training for youth. Unemployment among 16 to 19 year olds is about triple the overall unemployment rate in Suburban CEDA Community Action Plan for P age

28 Cook County according to US Census data. Disconnected youth (those not enrolled in school and not employed) add to the community s sense of insecurity. Research links high numbers of disconnected youth with increased crime in communities. Work Program: Youth Services Pilot CEDA will partner with one or more schools, faith based, or community based organizations to provide mentoring and life skills for South Suburban youth. The curriculum, presented in different modules throughout the school year, may include: etiquette, job readiness, civic leadership, guidance for paying for college, financial literacy, nutrition, mechanics, conflict resolution, and power of persuasion. A separate summer module will teach Entrepreneurship. Outcomes: FNPI 5c The number of individuals wo demonstrated improved mental and behavioral health and well being. FNPI 2c3 The number of youth (9 th 12 th grade) who demonstrated improved positive approaches toward learning including improved attention skills. Identified need: AGENCY CAPACITY Problem Statement: In order to effectively and efficiently deliver quality, impactful services and strategies for low income families and communities, CEDA must ensure that its systems and practices in all arenas meet or exceed all industry standards for integrity and credibility. Work Program 7.9 Compliance CEDA will contract with an independent audit firm to test and monitor systems and practices throughout the agency. CEDA will, with the advice of the firm, make necessary corrections to any identified deficiencies. Outcomes: Building agency capacity to delivery high quality services for individuals, families, and communities. Work Program 7.10 Information and Planning CEDA will support staff to gather and analyze data on the community and on the agencies services, strategies and results; and to share this information internally and externally. The team will provide ROMA training and leadership for the agency. It will gather and share information for planning and evaluating agency programs. Outcomes: Building agency capacity Work Program 10.1 Training and Technical Assistance CEDA will use CSBG funds to engage contracted entity to provide training on the national Organizational Standards for members of the agency s leadership and management staff. Outcomes: Building agency capacity CEDA Community Action Plan for P age

29 Table of CEDA Services and Strategies for 2018 Identified Needs of Low Income Suburban Cook County Residents CEDA & Community Services Available to Address Needs National Goal Performance Indicator to Measure Outcome Rental Assistance Goal 1 FNPI 4e households avoid eviction. Affordable Housing Finding Affordable Rental Options Goal 1 Goal 2 FNPI 4b households obtain safe and affordable housing CNPI 4a safe and affordable housing units developed (built or set aside) in the community Employment Employment Program Goal 1 Trade Skills Training Goal 1 FNPI 1b adults who obtained employment. FNPI 1c obtained and maintained employment for at least 90 days FNPI 2h. obtained a recognized credential, certificate, or degree FNPI 1b adults who obtained employment. FNPI 1e adults who obtained employment with a living wage or higher. Education Scholarships Goal 1 FNPI 2j obtained a Bachelor s degree. FNPI 2z.1 completed coursework in pursuit of a bachelor s or advanced degree. Health Dental & Vision Assistance Goal 1 FNPI 5b The number who demonstrated improved physical health and well being. Setting Family Goals Self Sufficiency Case Management Goal1 FNPI 7a The number who achieved one or more outcomes in various domains. Transportation Transportation Assistance Goal 1 FNPI 7a The number of individuals who achieved one or more outcomes as identified by the National Performance Indicators in various domains. Nutrition Family Nutrition Program Goal 2 CNPI 5d Number of accessible and affordable healthy food resources created in the identified community. CEDA Community Action Plan for P age

30 Identified Needs of Low Income Suburban Cook County Residents CEDA & Community Services Available to Address Needs National Goal Annual Report Outcome More Information About Community Resources Information and Referral Goal 2 CNPI 3b.6 other public assets made accessible to community Income and Asset Building Financial Empowerment Goal 1 FNPI 3h The number of individuals who achieved and maintained capacity to meet basic needs for 90 days. FNPI 3d The number of individuals who increased their savings FNPI 3f The number of people who increased their credit score Youth Services Youth Program (TBD) Goal 1 FNPI 5c The number of individuals wo demonstrated improved mental and behavioral health and well being. FNPI 2c3 The number of youth (9th 12th grade) who demonstrated improved positive approaches toward learning including improved attention skills. Agency Capacity Compliance Information and Planning Training and Technical Assistance Goal Building agency capacity to delivery high quality services for individuals, families, and communities. CEDA Community Action Plan for P age

31 Client Satisfaction Data Report Summary and analysis of the 2017 survey responses from customers of CEDA programs: Family Support and Community Engagement CSBG Scholarship Program Housing Counseling Weatherization Assistance Program WIC

32 Family Support and Community Engagement (FsACE) Customer Survey Q1 What services did you receive from CEDA in the past 12 months? (check all that apply) Answered: 39 Skipped: 3 Dental Assistance Auto Repair Vision Assistance Rental Assistance Employment Services Trade Skills Training Scholarship Case Management Other (please specify) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES Dental Assistance Auto Repair Vision Assistance Rental Assistance Employment Services Trade Skills Training Scholarship Case Management Other (please specify) RESPONSES 43.59% % % % % % % % % 5 Total Respondents: 39 # OTHER (PLEASE SPECIFY) DATE 1 did not receive it due to poor communication among staff 7/27/2017 3:55 AM 1 / 21

33 Family Support and Community Engagement (FsACE) Customer Survey 2 water bill 6/11/2017 6:52 PM 3 Light bill 6/8/ :31 AM 4 My car was never repaired after 4 months of fully complying with the program. 5/30/2017 3:52 PM 5 Money for plate sticker 5/23/2017 5:06 PM 2 / 21

34 Family Support and Community Engagement (FsACE) Customer Survey Q2 How did you learn about our agency? (check all that apply) Answered: 42 Skipped: 0 A friend or family membe... I am current or former CE... The household I grew up in... From a Health care provider From a state agency From another social servi... I saw a Brochure or... Websites/Intern et A mailing Television or Radio Social media (Facebook,... Local Church Other (please specify) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES A friend or family member told me I am current or former CEDA client The household I grew up in had received CEDA services From a Health care provider From a state agency From another social service agency RESPONSES 26.19% % % % % % 4 3 / 21

35 Family Support and Community Engagement (FsACE) Customer Survey I saw a Brochure or flyer Websites/Internet A mailing Television or Radio Social media (Facebook, Twitter, etc.) Local Church Other (please specify) 23.81% % % % % % % 3 Total Respondents: 42 # OTHER (PLEASE SPECIFY) DATE 1 Flier hanging in other CEDA services 6/28/ :27 PM 2 LIHEAP 5/30/2017 8:28 PM 3 Woman shelter I was in 5/30/2017 4:51 AM 4 / 21

36 Family Support and Community Engagement (FsACE) Customer Survey Q3 Did you attend Financial Literacy Workshop? Answered: 42 Skipped: 0 Yes No 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES Yes No RESPONSES 95.24% % 2 TOTAL 42 5 / 21

37 Family Support and Community Engagement (FsACE) Customer Survey Q4 How would you rate the Financial Literacy Workshop? (please drag the slide to your answer) Answered: 37 Skipped: ANSWER CHOICES AVERAGE NUMBER TOTAL NUMBER RESPONSES Total Respondents: , # DATE /27/2017 3:55 AM /28/ :27 PM /28/2017 1:28 PM /28/2017 1:02 PM /28/ :50 PM /14/ :05 AM /13/2017 9:04 PM /11/2017 6:52 PM /8/2017 9:29 PM /8/ :34 AM /8/ :31 AM /5/2017 4:05 PM /4/2017 5:27 PM /2/2017 4:33 PM /2/2017 9:42 AM /2/2017 5:05 AM /1/2017 7:41 PM /1/2017 7:10 PM /31/2017 8:44 AM /31/2017 7:42 AM /31/2017 2:19 AM 6 / 21

38 Family Support and Community Engagement (FsACE) Customer Survey /30/2017 8:51 PM /30/2017 8:28 PM /30/2017 8:14 PM /30/2017 3:52 PM /30/2017 2:32 PM /30/2017 4:51 AM /25/ :34 AM /25/2017 5:30 AM /24/ :41 PM /24/2017 9:49 PM /24/ :42 AM /24/2017 8:11 AM /23/2017 7:43 PM /23/2017 7:15 PM /23/2017 6:42 PM /23/2017 5:06 PM 7 / 21

39 Family Support and Community Engagement (FsACE) Customer Survey Q5 Was the information from the Financial Literacy workshop helpful for you to improve your financial stability? Answered: 39 Skipped: 3 S NOT AT ALL HELPFUL NOT VERY HELPFUL SOMEWHAT HELPFUL EXTREMELY HELPFUL TOTAL WEIGHTED AVERAGE S 0.00% % % % / 21

40 Family Support and Community Engagement (FsACE) Customer Survey Q6 What could have made the Financial Literacy Workshop better? Answered: 27 Skipped: 15 # RESPONSES DATE 1 More than one day 6/28/ :27 PM 2 Information on stocks, money markets,and investing 6/28/2017 8:58 PM 3 More time given for discussion. 6/28/2017 1:28 PM 4 I didn't think I would learn anything and I did. If I had to change something I'd say give more rooms for questions. 6/28/2017 1:02 PM 5 More follow up. 6/28/ :50 PM 6 If there were ready access to legal assistance in various matters dealing with financial issues. 6/13/2017 9:04 PM 7 Y do u have to reply so offten and i couldn't use the dental because i couldn't come up with the deposit 6/11/2017 6:52 PM 8 EARN MORE MONEY TO PAY MY ;BILLS 6/8/2017 9:29 PM 9 N/A 6/8/ :34 AM 10 It was very helpful 6/8/ :31 AM 11 The class could have been a little more in depth and longer. 6/5/2017 4:05 PM 12 I do understand that a budget is needed to manage money, and definitely a savings, but it is hard to save when your income is so small. I also need vision assistance. I can not afford vision insurance. 6/4/2017 5:27 PM 13 More time to discuss 6/2/2017 4:33 PM 14 It was ok 6/2/2017 5:05 AM 15 Nothing 5/31/2017 8:44 AM 16 NA 5/30/2017 8:51 PM 17 I don't have credit cards and no way that I could even think about buying a home. 5/30/2017 8:28 PM 18 It covered the basics but was too basic for me. 5/30/2017 8:14 PM 19 Nothing I'm satisfied 5/30/2017 2:32 PM 20 I found the workshop as is to be very helpful. The people working are excellent at what they do! 5/25/ :34 AM 21 longer 5/25/2017 5:30 AM 22 Just keep doing what the do 5/24/ :41 PM 23 its very basic, not very informative,bottom line if people at the point of needing any kind of assitance cant vbalance thier checkbook or do a basic budget to know what thier spending money on,they probably dont care about thier situation 5/24/2017 8:11 AM 24 better snacks 5/23/2017 7:43 PM 25 Didn't address specific goals. More of a broad range of topics covered 5/23/2017 7:15 PM 26 It was extremely helpful I learned a lot and most importantly how to boost my credit 5/23/2017 6:42 PM 27 N/A 5/23/2017 5:06 PM 9 / 21

41 Family Support and Community Engagement (FsACE) Customer Survey Q7 Did you receive Case Management: (counseling, coaching, and/or advice)? Answered: 41 Skipped: 1 Yes - From a Program... Yes- From an Employment... No 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES Yes - From a Program Specialist Yes- From an Employment Counselor No RESPONSES 63.41% % % 3 TOTAL / 21

42 Family Support and Community Engagement (FsACE) Customer Survey Q8 How would you rate the service you received from your Program Specialist or Employment Counselor? (please drag the slide to your answer) Answered: 40 Skipped: ANSWER CHOICES AVERAGE NUMBER TOTAL NUMBER RESPONSES Total Respondents: , # DATE 1 0 7/27/2017 3:55 AM /28/ :27 PM /28/2017 8:58 PM /28/2017 1:28 PM /28/2017 1:02 PM /28/ :50 PM /14/ :05 AM /13/2017 9:04 PM /11/2017 6:52 PM /8/2017 9:29 PM /8/ :34 AM /8/ :31 AM /5/2017 4:05 PM /4/2017 5:27 PM /3/2017 9:45 AM /2/2017 4:33 PM /2/2017 9:42 AM /2/2017 8:43 AM /2/2017 5:05 AM /1/2017 7:41 PM 11 / 21

43 Family Support and Community Engagement (FsACE) Customer Survey /1/2017 7:10 PM /31/2017 8:44 AM /31/2017 7:42 AM /31/2017 2:19 AM /30/2017 8:51 PM /30/2017 8:28 PM /30/2017 8:14 PM /30/2017 3:52 PM /30/2017 2:32 PM /30/2017 4:51 AM /25/ :34 AM /25/2017 5:30 AM /24/ :41 PM /24/2017 9:49 PM /24/ :42 AM /24/2017 8:11 AM /23/2017 7:43 PM /23/2017 7:15 PM /23/2017 6:42 PM /23/2017 5:06 PM 12 / 21

44 Family Support and Community Engagement (FsACE) Customer Survey Q9 Was the Case Management helpful for you to improve your life situation? Answered: 40 Skipped: 2 S NOT AT ALL HELPFUL NOT VERY HELPFUL SOMEWHAT HELPFUL EXTREMELY HELPFUL TOTAL WEIGHTED AVERAGE S 5.26% % % % / 21

45 Family Support and Community Engagement (FsACE) Customer Survey Q10 What could have made Case Management services better? Answered: 24 Skipped: 18 # RESPONSES DATE 1 more training 7/27/2017 3:55 AM 2 Ms. Oliviel Is amazing and very helpful 6/28/2017 8:58 PM 3 Take her home with me.(smile) 6/28/2017 1:28 PM 4 Nothing, Tonya is the best. 6/28/2017 1:02 PM 5 Stayed in one location. 6/28/ :50 PM 6 She was good and on her job 6/11/2017 6:52 PM 7 BETTER JOB OFFERS 6/8/2017 9:29 PM 8 N/A 6/8/ :34 AM 9 It was good 6/8/ :31 AM 10 Not having to travel to two different offices 6/5/2017 4:05 PM 11 The casemanager's supervisor seemed to have her own agenda. She did not seem to want to facillitate helping clients. She seemed to be interested in NOT providing financial help. And worked against both casemanagers i had. 6/2/2017 4:33 PM 12 She was great. 6/2/2017 5:05 AM 13 Nothing 5/31/2017 8:44 AM 14 It was good. 5/31/2017 7:42 AM 15 It was good. 5/30/2017 8:51 PM 16 I still am a senior living on a fixed income and there is not much anyone can do about that and my husband is not well after having very serious surgery and ongoing illness. 17 Giving more info up front to avoid wasting people's Time and money. I personally had to take off work everytime I had an appointment. Once a week for several weeks. Just to be told my car had to have a safety inspection first before it could even be considered for repair. Just knowing that up front would have saved me a lot of time and money. Not to mention disappointment. 5/30/2017 8:28 PM 5/30/2017 3:52 PM 18 I was satisfied n 5/30/2017 2:32 PM 19 No be so arrogant and rude about me bringing my daughter who was 1. I just got out of an abusive relationship and had no one to watch my daughter 5/30/2017 4:51 AM 20 more time 5/25/2017 5:30 AM 21 They are excellent at what they are doing now 5/24/ :41 PM 22 i had a women say she would help get my motgage modified,she never sent the paperwork to my lender,never would answer my phone calls as a result i almost lost my house,im currently decidingg on what action could be taken against her incompetance,i know more about modifying loans than she did 5/24/2017 8:11 AM 23 nothing more they where with me all the way with s and phone calls 5/23/2017 7:43 PM 24 N/A 5/23/2017 5:06 PM 14 / 21

46 Family Support and Community Engagement (FsACE) Customer Survey Q11 Rate each of these statements about your experience with CEDA FsACE services: Answered: 42 Skipped: 0 It was easy to get informat... The intake and enrollment... I was able to get my... The hours and locations of... CEDA staff was 15 / 21

47 Family Support and Community Engagement (FsACE) Customer Survey helpful. I felt that CEDA staff... CEDA staff was knowledgeabl... Getting these services was... Getting these services was... I would recommend th / 21

48 Family Support and Community Engagement (FsACE) Customer Survey 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Strongly Disagree Disagree Agree Strongly Agree It was easy to get information about CEDA's FSACE program. STRONGLY DISAGREE 4.76% 2 DISAGREE AGREE STRONGLY AGREE 14.29% % 17 TOTAL 40.48% The intake and enrollment process was easy. 5.00% % % % I was able to get my questions answered quickly. 2.38% % % % The hours and locations of services were convenient for me. 2.38% % % % CEDA staff was helpful. 2.63% % % % I felt that CEDA staff cared about me and my needs. 2.38% % % % CEDA staff was knowledgeable and professional. 2.50% % % % Getting these services was important for my immediate needs. 2.50% % % % Getting these services was important for my long-range goals. 2.50% % % % I would recommend the CEDA services I received to my friends and relatives. 4.88% % % % / 21

49 Family Support and Community Engagement (FsACE) Customer Survey Q12 What suggestions, comments, or complaints do you have about the items above? Answered: 30 Skipped: 12 # RESPONSES DATE 1 never again 7/27/2017 3:55 AM 2 The employment training should be a bit more realistic as far as mandatory time to be there. Also, the money it takes to get to the job opportunities costs more then what you make. 3 I have two issues. 1. The late response from the manager regarding assistance with repairing my vehicle. 2. I wasn't thrilled with the employment service sector wanting me to disclose all of my personal financial information. I eventually found employment on my own. 4 I would like to express to CEDA for having Ms Olievel for her needed guidance and insight to assist me on the path to a higher walk, And have the time to exhibit thought-fullness. Never would have made it. Thank You-Tonya!! 6/28/ :27 PM 6/28/2017 8:58 PM 6/28/2017 1:28 PM 5 I have recommended CEDA to many people. Tonya really cared that I succeed in the program. 6/28/2017 1:02 PM 6 None 6/28/ :50 PM 7 I did not feel like I was getting help once I met the requirements. I got mostly the run-a-round about why I could not get my needs met. Yet, I exceeded what was required of me. 8 I couldn't use the dental because i couldn't come up with the deposit on time i still need the Sevice and cant start all over 6/13/2017 9:04 PM 6/11/2017 6:52 PM 9 NO COMMENT AS OF NOW 6/8/2017 9:29 PM 10 N/A 6/8/ :34 AM 11 No complaints. 6/8/ :31 AM 12 N/A 6/5/2017 4:05 PM 13 I wish they have evening programs that I can attend 6/4/2017 5:27 PM 14 That I hate place I went to they didn't have a clue there itself and help the situation worked you had to keep coming back the computers wasn't working half the time they didn't know what they were doing they had to keep exit each other and that was a headache to a lot of us there that are handicap thank you 15 I had to repeatedly reapply even though i was still actively under case management. Delays in receiving benefits and especially arbitrary and unnecessary obstacles placed by the supv. She seemed to feel her job was to prevent helping clients. So much so, one wondered if she was pocketing the money. 6/3/2017 9:45 AM 6/2/2017 4:33 PM 16 No complaints 6/2/2017 5:05 AM 17 None 5/31/2017 8:44 AM 18 None 5/31/2017 7:42 AM 19 NA 5/30/2017 8:51 PM 20 The rental assistance process was extremely long. I had to send the same information several times because of lack of receiving the information. Even though, it was always sent to the same or fax number. Extremely frustrating for my landlord and myself. 21 Getting these services was important to my immediate needs and goals. My car is still down right now. 5/30/2017 8:14 PM 5/30/2017 3:52 PM 22 Nothing 5/30/2017 2:32 PM 23 Staff are rude 5/30/2017 4:51 AM 18 / 21

50 Family Support and Community Engagement (FsACE) Customer Survey 24 I feel that the programs you offer are excellent.you have so much to offer the underprivileged to get them started on a new path of life, to find self worth & if you try, you can succeed!!! 5/25/ :34 AM 25 continue the work 5/25/2017 5:30 AM 26 No complaints 5/24/ :41 PM 27 my contact is isabel zapata,she is a fantastic person,she helped in in so many ways,was always there to take calls gave me information when needed and overall made an effort to make me feel ceda did care about my issues,get more like her and you will have a great organization 5/24/2017 8:11 AM 28 nothing 5/23/2017 7:43 PM 29 None 5/23/2017 6:42 PM 30 N/A 5/23/2017 5:06 PM 19 / 21

51 Family Support and Community Engagement (FsACE) Customer Survey Q13 Are there any additional comments you would like to share regarding the services provided? Answered: 27 Skipped: 15 # RESPONSES DATE 1 Tonya Oliviel was the most supportive personable employee. She's smart, efficient and very knowledgeable about the programs and services. I felt human and normal again after she walked through the process with me and my family. I thank God for her time and continuous support... 6/28/ :27 PM 2 Mr. Derrick Simmons was a huge help as well. 6/28/2017 8:58 PM 3 Job well done-- 6/28/2017 1:28 PM 4 These block grants are in major trouble because of this "President" and I plan to spread the word about my positive experience to save these community programs!! 5 The services were just what I needed. Lovely, caring staff. My case manager was friendly and professional. Keep up the good work! 6 Towards the end, I felt that I was being fed a lot of nonsense to cover-up something else. I had a strong gut feeling about the program, itself. 6/28/2017 1:02 PM 6/28/ :50 PM 6/13/2017 9:04 PM 7 DITTO 6/8/2017 9:29 PM 8 I'm very grateful for this program! 6/8/ :34 AM 9 N/A 6/5/2017 4:05 PM 10 I truly appreciate the assistance. The mechanic did not fix all my car repairs, he did fix some. all the good jobs are out off public transportation area. So I am limited as to what I can take for employment. I am so much better that I got dental care. I was able to focus on work. I need glasess, so I can see better to get a better job. Thank you for all your hellp 11 Why are the type of repairs limited even if they fall within the scope of repair amounts. Ex. Transmission work was denied because transmission work is not allowed!. Even though the cost was within the amount allowed. How can you say you provide help when you cherry-pick those legitimate services? 6/4/2017 5:27 PM 6/2/2017 4:33 PM 12 None 6/2/2017 5:05 AM 13 I appreciate the help.i'm a mother of six kids,and it was very beneficial to me.thank you so very much for the opportunity. 5/31/2017 8:44 AM 14 None 5/31/2017 7:42 AM 15 The services were greatly needed and I truly appreciate the services. 5/30/2017 8:51 PM 16 A big thanks goes to CEDA for all the help and direction they have given me. 5/30/2017 8:28 PM 17 The rental assistance process was extremely long. I had to send the same information several times because of lack of receiving the information. Even though, it was always sent to the same or fax number. Extremely frustrating for my landlord and myself. 5/30/2017 8:14 PM 18 The employment program was great I learned a lot. 5/30/2017 3:52 PM 19 No 5/30/2017 2:32 PM 20 Need friendlier staff 5/30/2017 4:51 AM 21 Everyone that I dealt with at Ceda went above & beyond to give me the help that I needed..thank You from the bottom of my heart!! 5/25/ :34 AM 22 excellant 5/25/2017 5:30 AM 23 I would definetly reccommend ceda to someone who really need their services. They are the best. 5/24/ :41 PM 24 none 5/24/2017 8:11 AM 20 / 21

52 Family Support and Community Engagement (FsACE) Customer Survey 25 yes thank you for haveing the program after being layed off from my employment of 28 years i needed a new start and ceda provided all the services i am very grateful expecially being 50 + out here trying to find work again was not easy plzzzzzz keep the program going i was days from being homeless no food no lights thanks to ceda im back on my feet thank you 5/23/2017 7:43 PM 26 Great services great program 5/23/2017 6:42 PM 27 My intake specialist, Andrea DeBerry wad very patient and helpful during the very tumultuous time that I overcame. 5/23/2017 5:06 PM 21 / 21

53 Scholarship Customer Survey Q1 Did you complete the semester that you received the scholarship for? Answered: 14 Skipped: 0 Yes No 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES Yes No RESPONSES 92.86% % 1 TOTAL 14 # HOW HAVE YOU BENEFITED FROM THE INSTRUCTION YOU RECEIVED. DATE 1 I know the value of good grades and meeting g deadlines. 8/7/2017 8:00 AM 2 I was able to pay for school. 6/7/ :57 PM 3 Yes 6/4/2017 7:12 PM 4 yes 6/1/2017 2:50 PM 5 I benefited a lot from the instruction I received. I learned a lot about psychology and sociology, which I am interested in. 5/31/2017 3:26 PM 6 I was able to complete the required course for my degree 5/24/2017 7:53 AM 7 I was able to graduate without financial obligations, I would not have been able to afford, to my school due to the CEDA program 5/23/2017 8:54 PM 8 I am near graduating, if it weren't for the scholarship i wouldnt be able to finish with the program 5/23/2017 8:37 PM 9 I got was able to learn how to use a sociological eye when it comes to views where the resource are in society. I also learned how to calculate growth and decay from my algebra class. 5/23/2017 6:33 PM 10 I benefited tremendously. I had no money to return to school for the semester. 5/23/2017 4:37 PM 11 I am now two classes away from my Business Degree 5/23/2017 3:47 PM 12 I have benefited greatly. 5/23/2017 3:46 PM 1 / 12

54 Scholarship Customer Survey Q2 Are you still pursuing your degree? Answered: 14 Skipped: 0 Yes No 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES Yes No RESPONSES 85.71% % 2 TOTAL 14 # IF NO, PLEASE EXPLAIN WHAT YOU ARE DOING INSTEAD. DATE 1 I graduated May 6, /7/2017 8:00 AM 2 Double major in illustration and Graphic design 5/24/ :43 AM 3 I graduated! 5/23/2017 8:54 PM 2 / 12

55 Scholarship Customer Survey Q3 What is your anticipated graduation date? Answered: 14 Skipped: 0 # RESPONSES DATE 1 MAY /7/2017 8:00 AM 2 May /7/ :57 PM 3 8/8/2018 6/4/2017 7:12 PM /1/2017 2:50 PM 5 In a few years 5/31/2017 3:26 PM /30/2017 2:55 PM 7 Spring /24/ :43 AM 8 12/22/2017 5/24/2017 7:53 AM 9 5/6/2017 5/23/2017 8:54 PM 10 Spring /23/2017 8:37 PM 11 May /23/2017 6:33 PM 12 05/18 5/23/2017 4:37 PM 13 Fall /23/2017 3:47 PM /23/2017 3:46 PM 3 / 12

56 Scholarship Customer Survey Q4 Will you be the first person in your immediate family to obtain a postsecondary degree? Answered: 14 Skipped: 0 Yes No 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES Yes No RESPONSES 85.71% % 2 TOTAL 14 4 / 12

57 Scholarship Customer Survey Q5 What are your goals or plans after you complete your degree or training? Answered: 13 Skipped: 1 # RESPONSES DATE 1 To work as a nurse and return to achieve a master's degree in mental health 8/7/2017 8:00 AM 2 Take a year off and find a good job in my field. 6/7/ :57 PM 3 To get a better job in my field and support my family 6/4/2017 7:12 PM 4 teaching consulting 6/1/2017 2:50 PM 5 My goals/plans after completing my degree would be to continue in the career path that I chose. 5/31/2017 3:26 PM 6 To start working as an RN in Labor & Delivery 5/30/2017 2:55 PM 7 I would like to work for the State Social Services or a non profit organization that is providing support to families 5/24/2017 7:53 AM 8 To pass the NCLEX & start working as a registered nurse. 5/23/2017 8:54 PM 9 Starting a business is my plan. 5/23/2017 8:37 PM 10 Transfer to Purdue university to complete my Bachelors Degree 5/23/2017 6:33 PM 11 Go directly to work. 5/23/2017 4:37 PM 12 I will work and pursue mm masters degree 5/23/2017 3:47 PM 13 Graduate School 5/23/2017 3:46 PM 5 / 12

58 Scholarship Customer Survey Q6 How will receiving your degree or certification impact you and your family? Answered: 13 Skipped: 1 # RESPONSES DATE 1 I will be in a different salary bracket and be able to get off of government assist5 8/7/2017 8:00 AM 2 I can help pay for some of the bills. 6/7/ :57 PM 3 career advancement for me and will help me to support my family 6/4/2017 7:12 PM 4 Employability rate 6/1/2017 2:50 PM 5 I will be the first person in my family to receive a degree after high school, so it'll be a memorable moment. 6 I will have a higher education degree and will be able to have a variety of job opportunities that will help me as a single mother to take care of myself and my children. 7 Having a degree will make me more marketable and able to sustain a career that would provide benefits as well a finical stability.we would have to go with the basic anymore such as food, medication and etc. 5/31/2017 3:26 PM 5/30/2017 2:55 PM 5/24/2017 7:53 AM 8 I will be able to provide for myself & my sons. 5/23/2017 8:54 PM 9 Financially It will maleva great difference. 5/23/2017 8:37 PM 10 I will be able to negotiate for higher wages. 5/23/2017 6:33 PM 11 Receiving my degree will be a great accomplishment for my family and I will be able to pursue my dream for a job. 5/23/2017 4:37 PM 12 I will have set a generational standard and we will be more financially stable. 5/23/2017 3:47 PM 13 We are a family of immigrants so being the first in my family to have a bachelor's degree will show me and them that their hard work paid off 5/23/2017 3:46 PM 6 / 12

59 Scholarship Customer Survey Q7 What other financial resources are you using to pay for your education? (check all that apply) Answered: 13 Skipped: 1 Government Grant (Pell... Parents or family are... Receiving Work-Study... Paying with earning from... Student loans Other Scholarships Other (please specify) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES Government Grant (Pell Grant, etc.) Parents or family are helping pay Receiving Work-Study financial assistance Paying with earning from regular job(s) Student loans Other Scholarships Other (please specify) RESPONSES 46.15% % % % % % % 2 Total Respondents: 13 # OTHER (PLEASE SPECIFY) DATE 1 Wia Grant 5/23/2017 8:37 PM 2 Looking to reapply for scholarships 5/23/2017 4:37 PM 7 / 12

60 Scholarship Customer Survey Q8 Do you anticipate having Student Loans to pay off when you are finished with your degree? Answered: 14 Skipped: 0 Yes No 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES Yes No RESPONSES 71.43% % 4 TOTAL 14 # IF YES, HOW MUCH? DATE 1 More than 50,000 dollars 8/7/2017 8:00 AM 2 I'm not really sure 6/7/ :57 PM 3 alot 6/1/2017 2:50 PM 4 Over $50,000 5/30/2017 2:55 PM 5 59,000 5/24/2017 7:53 AM 6 40,000 5/23/2017 8:54 PM 7 $40,000 5/23/2017 6:33 PM /23/2017 3:47 PM 9 $100,000 5/23/2017 3:46 PM 8 / 12

61 Scholarship Customer Survey Q9 Please rate CEDA s service: Answered: 14 Skipped: 0 I was easily able to get... The Application... I was able to get my... CEDA staff was helpful. I would recommend CE... 9 / 12

62 Scholarship Customer Survey Getting this scholarship... 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Strongly Agree Agree Disagree Strongly Disagree I was easily able to get information about CEDA's scholarship program. STRONGLY AGREE 78.57% 11 AGREE DISAGREE STRONGLY DISAGREE 21.43% % 0 TOTAL 0.00% 0 14 The Application and Instructions were clear % % % % 0 14 I was able to get my questions answered quickly 71.43% % % % 0 14 CEDA staff was helpful % % % % 0 14 I would recommend CEDA Scholarship to my friends and relatives % % % % 0 14 Getting this scholarship was important for my educational goals % % % % / 12

63 Scholarship Customer Survey Q10 Where did you learn about the CSBG Scholarship opportunity? (check all that apply) Answered: 14 Skipped: 0 School / School... Financial Aid Office Village or Township Office Friend or Family Facebook or Social Media Internet Other (please specify) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANSWER CHOICES School / School Counselor Financial Aid Office Village or Township Office Friend or Family Facebook or Social Media Internet Other (please specify) RESPONSES 21.43% % % % % % % 3 Total Respondents: 14 # OTHER (PLEASE SPECIFY) DATE 1 F 6/7/ :57 PM 2 CEDA employee (Barbera?) 5/24/ :43 AM 3 Someone worked for the CEDA Progroam and encourage me to apply 5/23/2017 4:37 PM 11 / 12

64 Scholarship Customer Survey Q11 Are there any additional comments you would like to share regarding the services provided? Answered: 9 Skipped: 5 # RESPONSES DATE 1 The program is wonderful, I know there are some who wish it rolled over, was more money, and offered every semester. But overall I understand how finances work. It is great that this us available. The people are nice and if you need help with your paperwork they call you back and answer questions. 8/7/2017 8:00 AM 2 I would like to apply for this scholarship for the fall 2017 semester 6/4/2017 7:12 PM 3 So much more can be done with less, but more trained people 6/1/2017 2:50 PM 4 without the support from Ceda I dont think I will be graduating 5/24/2017 7:53 AM 5 I hope that the program can continue & be a blessing to more students in the future. I received this scholarship 2 years in a row & without it I would not have graduated with my bachelors in nursing. 5/23/2017 8:54 PM 6 No just greatful 5/23/2017 8:37 PM 7 I want to thank CEDA for help low income people like me with tuition assistance. 5/23/2017 6:33 PM 8 This program is greatly needed. 5/23/2017 4:37 PM 9 I would love if the scholarship was offered to those who have a part time schedule. 5/23/2017 3:47 PM 12 / 12

65 Copy of Housing Clients Q1 I received excellent services from CEDA. Answered: 94 Skipped: 0 Strongly Disagree Disagree Neither agree or disagree Agree Strongly Agree 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Answer Choices Strongly Disagree Disagree Neither agree or disagree Agree Strongly Agree Responses 0.00% % % % % 34 Total 94 1 / 9

66 Copy of Housing Clients Q2 I was comfortable working with CEDA staff or asking them questions. Answered: 93 Skipped: 1 Strongly Disagree Disagree Neither agree or disagree Agree Strongly Agree 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Answer Choices Strongly Disagree Disagree Neither agree or disagree Agree Strongly Agree Responses 0.00% % % % % 35 Total 93 2 / 9

67 Copy of Housing Clients Q3 The CEDA staff listened to my concerns and seemed interested in helping me. Answered: 93 Skipped: 1 Strongly Disagree Disagree Neither agree or disagree Agree Strongly Agree 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Answer Choices Strongly Disagree Disagree Neither agree or disagree Agree Strongly Agree Responses 0.00% % % % % 34 Total 93 3 / 9

68 Copy of Housing Clients Q4 The CEDA staff was very knowledgeable. Answered: 93 Skipped: 1 Strongly Disagree Disagree Neither agree or disagree Agree Strongly Agree 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Answer Choices Strongly Disagree Disagree Neither agree or disagree Agree Strongly Agree Responses 0.00% % % % % 34 Total 93 4 / 9

69 Copy of Housing Clients Q5 Were there qualities of the CEDA staff that displeased you? Answered: 78 Skipped: 16 No Yes 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Answer Choices No Yes Responses 93.59% % 5 Total 78 5 / 9

70 Copy of Housing Clients Q6 What staff qualities displeased you? (check all that apply) Answered: 5 Skipped: 89 Not Patient Not Enthusiastic Did Not Listen Not Friendly Not Responsive Other (please specify) 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Answer Choices Not Patient Not Enthusiastic Did Not Listen Not Friendly Not Responsive Other (please specify) Responses 0.00% % % % % % 2 Total Respondents: 5 6 / 9

71 Copy of Housing Clients Q7 As a result of CEDA, services I am more informed and better equipped to make good housing choices for myself and my family. Answered: 94 Skipped: 0 Strongly Disagree Disagree neither disagree of... Agree Strongly Agree 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Answer Choices Strongly Disagree Disagree neither disagree of agree Agree Strongly Agree Responses 0.00% % % % % 31 Total 94 7 / 9

72 Copy of Housing Clients Q8 I would recommend this CEDA service to my friends or relatives. Answered: 94 Skipped: 0 Strongly Disagree Disagree neither disagree of... Agree Strongly Agree 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Answer Choices Strongly Disagree Disagree neither disagree of agree Agree Strongly Agree Responses 0.00% % % % % 30 Total 94 8 / 9

73 Copy of Housing Clients Q9 Are there any additional comments you would like to share regarding the services provided? Answered: 19 Skipped: 75 9 / 9

74 Weatherization Customer Satisfaction Report Weatherization Customer Satisfaction Surveys from 2/26/2015 to 10/05/2016 Totaling 189 Surveys 100% 90% 94% 93% 91% 95% 94% 96% 94% 93% 90% 89% 88% 92% 95% 95% 90% 94% 80% 70% 60% 50% 100% 90% Customer Satisfaction Surveys from 2/26/2015 to 10/05/2016 Totaling 189 Surveys 93.3% 94.5% 90.3% 95.0% 91.8% 80% 70% 60% 50% Intake Assessor Contractor Relations Final Inspectors CEDA Experience

75 WIC Participant Survey SFY 17 Final Data Report 6/23/2017 Total number of responses How many people in your household are currently on WIC? 0% 10% 20% 30% 40% 50% One 40% Two 30% Three Four or more 15% 15% 1. How many people in your household are currently on WIC? One % Two % Three % Four or more % 2. What changes have you and your family made since you started coming to WIC? a. Eating more fruits and vegetables 60% b. Drinking less soda and sweetened drinks 41% c. Eating fewer high fat foods d. Being more active 27% 29% e. Cooking/eating more meals at home 39% f. No changes 13% g. Other 2% 2. What changes have you and your family made since you started coming to WIC? a. Eating more fruits and vegetables % b. Drinking less soda and sweetened drinks % c. Eating fewer high fat foods % d. Being more active % e. Cooking/eating more meals at home % f. No changes % g. Other 125 2%

76 3. Besides WIC, where else do you get food for your family? a. Food pantry 15% b. SNAP/Food Pantry 57% c. I do the best I can with what I have 38% d. Other (please specify) 5% 3. Besides WIC, where else do you get food for your family? (Mark all that apply) a. Food pantry % b. SNAP/Food Pantry % c. I do the best I can with what I have % d. Other (please specify) 262 5% 4. In addition to your WIC services, what other services did you receive today? a. Family Case Management b. Better Birth Outcomes c. Infant or child physical d. Developmental screening e. Dental screening/ fluoride varnish f. Immunizations g. Lead assessment/testing h. None i. Other (please specify) 8% 2% 6% 4% 2% 5% 3% 2% 75% 4. In addition to your WIC services, what other services did you receive today? (mark all that apply) a. Family Case Management 477 8% b. Better Birth Outcomes 117 2% c. Infant or child physical 349 6% d. Developmental screening 241 4% e. Dental screening/ fluoride varnish 108 2% f. Immunizations 258 5% g. Lead assessment/testing 147 3% h. None % i. Other (please specify) 128 2%

77 5. If you had to miss appointments, what was the main reason why? a. Childcare problems 19% b. Conflict with work or school schedule 40% c. Scheduled appointments don't work 9% d. Transportation problems 35% e. Other (please specify) 11% 5. If you had to miss appointments, what was the main reason why? (mark all that apply) a. Childcare problems % b. Conflict with work or school schedule % c. Scheduled appointments don't work for me 520 9% d. Transportation problems % e. Other (please specify) % 6. Which item/s below helped you keep today s appointment? a. The WIC office called me b. I received an appointment reminder text message c. I set a reminder on my phone, alarm clock, etc. d. I remembered my appointment was today e. I did not have an appointment and just walked in 4% 9% 23% 38% 53% 6. Which item/s below helped you keep today s appointment? (mark all that apply) a. The WIC office called me % b. I received an appointment reminder text message 203 4% c. I set a reminder on my phone, alarm clock, etc % d. I remembered my appointment was today % e. I did not have an appointment and just walked in 509 9%

78 7. How often does the clinic staff listen to your concerns and seem interested in helping you? b. Sometimes, 9% c. Never, 2% a. Always, 88% 7. How often does the clinic staff listen to your concerns and seem interested in helping you? a. Always % b. Sometimes 530 9% c. Never 141 2% 8. Are you comfortable breastfeeding in the WIC waiting room? a. Yes % b. No 502 9% c. Does not apply to me (not breastfeeding) % 9. Are there certain WIC foods on your checks that, on a regular basis, you do not purchase? (mark all that apply) a. Milk % b. Cereal 377 7% c. Bread 285 5% d. Corn tortillas 413 7% e. Oatmeal 379 7% f. Brown rice % g. Pasta 248 4% h. Eggs 291 5% i. Cheese 284 5% j. Peanut butter 429 8% k. Beans (dry or canned) 418 7% l. Baby food 267 5% m. Fruits and vegetables 236 4% n. I usually get all of my WIC foods %

79 10. If you have been told by a cashier at the store that you picked the wrong food, what was it?(mark all that apply) a. Milk % b. Cereal % c. Bread/corn tortillas/oatmeal/brown rice/pasta % d. Eggs 217 4% e. Cheese 480 8% f. Peanut butter 224 4% g. Beans (dry or canned) 225 4% h. Baby food 252 4% i. Fruits and vegetables 251 4% j. This has not happened to me % 11. How often is the following true: In the past 12 months the food we bought just didn't last and we didn't have money to get more. c. Never true 46% a. Often true 12% b. Sometimes true 42% 11. How often is the following true: In the past 12 months the food we bought just didn't last and we didn't have money to get more. a. Often true % b. Sometimes true % c. Never true %