Blueprint for Family First FAQs

  • What provisions of Family First are relevant to the legal community?

    Provisions of Family First especially relevant to the legal community include:

    • Prevention services available to support candidates for foster care and their parents or kin;

    • Child placement option with a parent in residential family-based treatment;

    • Extended timelines for federally supported reunification services;

    • Kinship navigator programs;

    • Model Licensing Standards for foster parents;

    • Limitations on non-foster family home placements;

    • Qualified Residential Treatment Program (QRTP) placement reviews and restrictions;

    • Data tracking on juvenile justice system impact;

    • State protocols to prevent inappropriate diagnoses of youth in care;

    • Chafee Foster Care Independence Program improvements and extensions; and
      Interstate placement system compatibility.

  • What happens after the approval of Georgia's IV-E Prevention Plan?

    Once Georgia’s Title IV-E Prevention Plan is approved, the Division will shift gears from planning and preparing for Family First to focusing on the phased implementation of Family First Act prevention services.
    Because we are preparing for a phased implementation, the Division anticipates that both the geographic availability of prevention services and the array of services will grow over time.

  • How will the Family First Act affect placements of children who require residential mental health care?

    Having Qualified Residential Treatment Programs (QRTPs) available will expand intensive residential treatment options.

    QRTPs are intensive treatment settings that may be utilized for children who require residential mental health care.


    They may be used as a step down placement from a more restrictive Psychiatric Residential Treatment Facility (PRTF) setting, or if the child does not meet the medical necessity criteria for a PRTF placement, but an assessment determines that a QRTP level of care is appropriate.

  • What services are being considered for Georgia's IV-E Prevention Plan?

    In order to be considered for any state’s IV-E Prevention Plan, services must be evidence-based practices reviewed by the federal Title IV-E Prevention Services Clearinghouse.


    Other services may be funded using state or other federal dollars, but only services in the Clearinghouse and on Georgia’s IV-E  Prevention Plan are eligible for IV-E dollars under the Family First Act.

    As of January 2021, Georgia will only consider services rated well-supported for potential inclusion in the state’s IV-E plan.

  • How will I know if the services my agency offers qualify for the Evidence-Based Practice (EBP) and trauma-informed requirements under the Family First Act?

    Visit the Title IV- E Prevention Services Clearinghouse to see if the program your agency offers is among those already evaluated. Only programs rated as well-supported treatments, supported practices and promising practices by the Title IV-E Prevention Services Clearinghouse are considered Evidence-based Practices under the Family First Act. However, as of May 2020 Georgia will only consider services rated well-supported for potential inclusion on the state's IV-E plan.

    The Title IV-E Prevention Services Clearinghouse will continue to select additional programs and services for review on a rolling basis starting in summer 2019. Join the Clearinghouse’s email list to be notified of updates.
    Inclusion of a service on the IV-E Clearinghouse does not necessarily mean that Georgia will seek reimbursement from Title IV-E to fund the service. The state will make a final determination of which services to include in its IV-E plan in 2021.

  • Who is eligible for prevention services?

    Children, their parents, or kinship care providers who are receiving DFCS Family Preservation services will be eligible for Title IV-E prevention services. Expectant and parenting youth who are in foster care are also eligible for prevention services. The categories of prevention services include in-home parenting skills training; mental health prevention and treatment services; and substance abuse prevention and treatment services.

    The income of the person or family receiving services has no impact on eligibility.

    Prevention services may only be provided if they are addressed in the child’s prevention plan.

  • Which prevention services programs will meet the Evidence-Based Practice (EBP) and trauma-informed requirements?

    In order to be eligible for IV-E funding, prevention services must be rated and approved by the Title IV-E Prevention Services Clearinghouse.

    The Title IV- E Prevention Services Clearinghouse established by the Administration for Children and Families within the U.S. Department of Health and Human Services is evaluating which programs meet the Evidence-Based Practice criteria under Family First. The Clearinghouse lists the programs it has reviewed on its website.

    To be reimbursable under the Family First Act in Georgia, a service also has to be included in the state’s IV-E Plan

    The five services included in Georgia’s plan are:

    • Brief Strategic Family Therapy

    • Functional Family Therapy

    • Healthy Families America

    • Multi-systemic Therapy

    • Parents as Teachers

    Resources

    Title IV- E Prevention Services Clearinghouse website

    Clearinghouse review/rating criteria

    Clearinghouse email list for notification of updates

  • What services are kinship caregivers eligible for under Family First?

    Kinship caregivers who are caring for children who are candidates for foster care are eligible for prevention services including in-home parenting skills training; mental health prevention and treatment services; and substance abuse prevention and treatment services.

    The income of the person or family receiving services has no impact on eligibility.

  • What should I do to prepare my agency to offer trauma-informed, Evidence-Based Practices that meet Family First requirements?

    As Georgia transitions to this new model, there are some steps you can take to prepare:

    Review the programs that your agency offers to ensure they are considered Well-supported Treatments, Supported Practices or Promising Practices by the  Title IV- E Prevention Services Clearinghouse.

    Review staff records to ensure staff members who will deliver the program(s) are trained and have received any necessary certifications.
    Review your guidelines for child case plans to ensure case workers will be prepared to include prevention services and any necessary documentation in the case plan.

  • What is Georgia's IV-E Prevention Plan?

    Georgia’s Title IV-E Prevention Plan is a plan that the state of Georgia must submit to the federal government in order to seek reimbursement for prevention services under the Family First Act.

    The plan has two components- the narrative plan and the pre-print. The narrative plan describes how Georgia will implement prevention services under Family First. The pre-print  specifies the policies that support this work and meet the regulatory requirements.

    The sections included in the narrative plan are:

    • Eligibility and Candidacy Identification

    • Title IV-E Prevention Services (Service Description and Oversight)

    • Child Specific Prevention Plan

    • Monitoring Child Safety

    • Evaluation Strategy and Waiver Request

    • Child Welfare Workforce Training and Support

    • Prevention Caseloads

    • Assurance on Prevention Program Reporting

    Download Georgia's draft narrative Title IV-E Prevention Plan

  • Which programs has the Division asked the Prevention Services Clearinghouse to review?

    In October 2019, the Prevention Services Clearinghouse issued a public call for programs to be considered for systemic review. Only programs reviewed and approved by the Clearinghouse are eligible for Family First Act funding. We worked with the Department of Behavioral Health and Developmental Disabilities and the Center of Excellence for Children’s Behavioral Health in the Health Policy Center at Georgia State University to develop a state response that was submitted Oct. 31, 2020.
    The list of programs submitted was based on existing capacity in the state and feedback from providers. It is NOT a list of services Georgia will fund. We will select services that have already been reviewed and included on the Clearinghouse to include in our IV-E plan.

    The list includes:

    • Applied Behavior Analysis

    • Assertive Community Treatment

    • Dialectical Behavior Therapy

    • EMDR (Eye Movement Desensitization & Reprocessing Therapy)

    • High Fidelity Wrap Around

    • Moral Reconation Therapy

    • Multidimensional Family Therapy

    • Peer Support for individuals with mental illness and/or substance abuse

    • Recovery Oriented Cognitive Therapy

    • Thinking for a Change (T4C)

    • Trauma Recovery Empowerment Model (TREM)

    • Cognitive-Behavioral Intervention for Cannabis users and other Substance users

    • MST-Psych

    • Seeking Safety

    • Family Centered Treatment'

    • Exchange Parent Aide

    • Trust-Based Relational Intervention

    • Safe Families for Children

    • 24/7 Dad

    • Together Facing the Challenge

  • How can families who are eligible for services request an EBP?

    These EBPs are not currently available through DFCS’ service array.  All families being served by DFCS will continue to receive the most appropriate services that are a part of our existing service array while EBPs are being implemented.

  • Which IV-E Prevention Services will Georgia fund?

    The state made a final determination of which services to include in its IV-E plan in 2021.

    The Family First Act Prevention Services Workgroup met six times in spring 2021 to form recommendations for an aligned Family First Act preventive services array. The workgroup’s recommendations were reviewed by the multi-agency Leadership Advisory Council, the DFCS Family First Steering Committee and the DFCS Director before the Director ultimately approved the services to be included in Georgia’s  IV-E plan. The draft narrative plan was submitted to the federal Children’s Bureau in fall 2021.

    The five services included in Georgia’s plan are:

    • Brief Strategic Family Therapy

    • Functional Family Therapy

    • Healthy Families America

    • Multi-systemic Therapy

    • Parents as Teachers

  • Will these changes affect my current contract with DFCS?

    Current contracts for services will not be affected.

  • Will the bidding and contracting process for DFCS change?

    The bidding and contracting process is guided by state procurement rules and will not change because of the Family First Act.

  • What process did the Division use for creating Georgia's Title IV-E Prevention Plan?

    The Family First Act governance structure has been designed to intentionally include a broad range of voices and perspectives, both inside and outside the Division.

     In 2021, various Family First workgroups in that governing structure began work on the pieces of Georgia' Title IV-E Prevention Plan. The workgroups are informed by tools such as a data analysis on the target population of children and youth who will be candidates for prevention services and their families and a statewide survey of providers regarding the current landscape of evidence-based practices.

    Workgroups include:

    • Candidacy: Meetings concluded. (See: Who is considered a “candidate for foster care”?)

    • Practice & Policy Alignment: Currently meeting and working to align Family First Act requirements with policy and necessary SHINES updates to operationalize those requirements.

    • Readiness: Currently meeting and working to provide practice and training support to the field in preparation for implementation.

    • Prevention Services: Meetings concluded June 2021. Click here to view meeting materials and presentations.

    • Data and Continuous Quality Improvement: Currently meeting and working to incorporate FFPSA evaluation and monitoring requirements into current CQI process.

    Some workgroups such as Candidacy include members from both inside and outside the Division, while others such as Practice & Policy Alignment are comprised of Division staff completing the internal work that is necessary for successful implementation of the Family First Act.

    Members of the workgroups tap additional subject matter experts inside and outside the Division as needed, and seek community input on topics like prevention services, which entails a series of meetings to gain ideas and perspective from providers, Division field staff and youth and families with lived experience. The Division is being supported in these efforts by Chapin Hall at the University of Chicago, who have deep expertise in child well-being and strategic planning and implementation.

    The IV-E Prevention Plan was written by members of the Family First Act team and the Family First Act workgroups with support from Chapin Hall, with input and guidance from the multi-agency Leadership Advisory Council and the DFCS Family First Steering Committee and approved by the DFCS Director. The draft narrative plan was submitted to the federal Children’s Bureau in fall 2021.

  • What prevention services are eligible for Title IV-E reimbursement?

    The Title IV-E Prevention Services Clearinghouse maintains a list of currently reviewed and approved services. Services under review are listed in the Clearinghouse's FAQS.

    Services must also be included in the state's IV-E plan to be eligible for reimbursement.

    The five services included in Georgia’s plan are:

    • Brief Strategic Family Therapy

    • Functional Family Therapy

    • Healthy Families America

    • Multi-systemic Therapy

    • Parents as Teachers

  • My agency is not trained to offer one of these EBPs, should we get trained?

    We encourage providers to learn more about the EBPs that will be offered under Family First to determine if they are a good fit for your agency. Being trained or certified in an EBP may allow you to bid on future procurement opportunities, but is not a guarantee of a contract with the agency. As the Division establishes the overall need for services in the state, there may be opportunities for training supported by the agency to fill critical gaps.

  • My agency has a current support services contract with DFCS, how is it impacted?

    Current contracts with the agency are not impacted by Family First. 

  • How will post-reunification services be funded?

    The Family First Act offers two ways to fund post-reunification services.

    • First, the Family First Act removed the time limit associated with Promoting Safe and Stable Families services, and they are now available for up to 15 months post reunification.

    • Second, a child who has exited foster care may be considered a candidate for foster care if they are at risk of reentry without the provision of services, and would therefore be eligible for IV-E funded prevention services.

  • How can I contract to provide one of these EBP services?

    All EBPs will be procured through formal bidding processes. These opportunities are announced on DHS/DFCS and/or DOAS websites when available.

  • Keeping You Informed During Family First Implementation - Georgia Conference on Children and Families - Oct. 29, 2019

    Deputy Commissioner Ashley Fielding shared information about how the Division is leveraging the Family First Act rollout to hear your ideas on the future of child welfare and to improve its communications.

    Automated transcription, please forgive any errors:
    good afternoon everybody keep my glass  of water down here so that I can have my  Marco Rubio moment later let's wait for  that as Alison said my name's Ashley  feeling I need any Commissioner of the  Georgia Department of Human Services for  the last six years I have worked with  the Department  legislative affairs and communications  specifically in the last couple years  I've started working on strategic  planning and Enterprise Development  which is a aircraft work for our  training program I'm here today to talk  to you specifically about what our plans  are with regard to communicating sharing  with you our plans for that an  implementation without that feeling  before I get started I want to remember  three important things I am NOT the  subject matter expert on at the TSA I am  NOT a subject matter expert  and I am NOT the subject matter expert  on mfps a I am here to talk to you about  how we are going to keep you informed  throughout the process of the building  our planets are implementing and the  music and how we are going to use your  feedback to inform our implementation  before I get started though I just want  to take a moment they give you a little  bit of information what my background is  I'm a journalist that's right and I'm  really glad that Allison said to you in  the beginning that transparency have  been very important to me in the  department because that has been a  guiding principle for me and every bit  of the work that I have done working for  the Department of Human Services  I actually some of you who work for the  agency probably my evil times email  address is still in our outlook system  it's you know the Department of the past  looking for information for a story I  was reading and I was hearing how do you  with the results that I got from our  media department to be honest so that  information is still in there but as I  came to the department it was very  important to me not only that we always  remember that we are not the owners of  the information contained in our  department but we are the stewards of it  and we are required by not  because of the sunshine laws to make  sure that we are as transparent as we  can be when the law allows but also it's  our civic responsibility to engage the  public in the work of government so that  we can make it better and ever since I  can remember we have been talking about  how do you make the child welfare system  better and it is going to be in that  conversation so that sets the stage for  moving into our work here I have LPL set  six years ago and I came to the  department we were on the had just come  out of a leadership level that had  certain philosophy around communication  that when anything bad were to happen  there were these sort of mythical steel  doors that we would roll it all over to  the three and just keep until maybe it  went away  we had a new vision of our new  leadership that we would be as  transparent as possible now that was not  an easy task for us three months after I  arrived we had two very horrific and  high-profile child deaths those are the  money loss and Eric Forbes that expose  some serious issues and flaws quite  frankly in our child welfare system we  have to talk about that we also were on  the cusp of rolling out  you know consistent process so we had  developed called Georgia one if any of  you dealt with that program you know  that it did not look very fun winter  works course and about a year and a half  we had to talk about that as well  and I will be very strong that will help  people to this day I feel more anything  and have panic attacks but us being  transparent with the legislature become  of the public about what went wrong in  those three instances was really natural  and getting us to the reform that we've  got to today so I know that many of you  remember as we have all throughout that  process director body Kangol came in  June of 2014 and he too had a vision  sorry I think looking the other here he  too had a vision that we would be very  transparent with the public he had work  programmatic visions an idea because we  remember practice and practice models  like the version that we had implemented  without involving our stakeholders and  quickly reversed course and moods  welding safety response after that and  he remember how the judges reacted to  rolling out that plan and so Bobby being  the visionary the nominee who said we're  going to take our vision of  and our transparency that we've taken  here with the media and the legislature  and we're going to make sure that we  include every single one of our  stakeholders our foster parents our  providers our judges everybody that was  involved in our process who want to hear  from them and so many of you probably  remember that's a project that we still  do we started our blueprint for change  roadshows and started using that as a  forum to get feedback from every single  stakeholder group now here with FFPs a  came along bobby was gone he wasn't here  to guide me but I knew that there was no  way to go through such a colossal change  and not be very intentional and  consistent about the way we went about  communicating this to our stakeholders  and gathering feedback and also I wanted  to take the opportunity to use some of  the lessons we have learned in our  blueprint for to move and spin this  better and do better now I knew that we  were going to do it better the new of  ourselves and so we engaged a group  called lexicon strategy who's probably  already been and  your inboxes and that some of you have  already met but they're also here today  sitting at our table and you know it's  also a little bit later on afternoon and  so we're going to talk a little bit  about the work they've done for us so  far in gathering information from you  and in here all right so what we're  going to cover today is who received  this survey now we're gonna have to job  on our lacera we're going to be sent out  of informal survey to a couple of  thousand of our stakeholders we also  helps an informal listening service  sessions earlier in this fall we use  that information to sort of develop our  initial communication strategy going  forward and so we'll show you how that  has worked into our plans  I told a little bit about this in sort  of division that we bring to this work  for Valentine school for the family  first act specific to communications the  trust so listen carefully term staplers  and to consistently show how you were  valuable in forming our processes and  our decisions alright so let's talk a  little bit about this survey that we did  so we sent out a survey to about 3,000  people back in August approximately  3,700 of those delivered and we have  about 77% of the people who responded  responded to the complete survey  so for the people who responded this is  where they came from  we had a pretty good reference attention  throughout the state on a geographical  we also talked to people about what  their role was we had good spread across  roles a lot of people that you see in  the other category there on the bottom  are cazzo  so in our future surveys you will have a  specific section for those who are in  the concert hall we also ask some  questions about the characteristics of  organizations people could identify as  more than one see right here that allows  those headed by as nonprofit which is  obviously nothing subtracts devote to us  we also got information on the age of  our respondents this is a pretty Romans  of the sample majority people are  somewhere between 35 54 we also gathered  information on the race and ethnicity of  our respondents this is also pretty  representative the birth of our state so  we're happy with that we also asked our  respondents what their dinner was pretty  representative of the people who work in  this field demographic basis at least on  the different graphics of the our  department and then experience a lot of  experience and the people who work in  child welfare  the average was 12 years he had some  but if you have 50 plus years experience  so in addition to this survey where we  gossips our quantitative results we also  held some listening session so we can  sort of flesh out what people meant I  think you could get into some of the  nuances of their responses  I'm gonna just keep moving so we had  about four of these listening sessions  throughout the we have four listening  sessions and d-max was not present in  the room we divided folks into two  groups here they were directly involved  with the care of children and families  or policy folks who were generally  involved in like legal or case what you  see on the screen now is some of the  groups that were represented in those  listening sessions thank you  participated in those your input was  valuable and I'm going to hope I think  today that it was useful to us alright  so now we're going to talk about what  we've heard as it relates to  communications and how we will use that  in our communication strategy going  forward first question how she you know  though in the Hertz the scale of one to  ten what we learn here is that we have a  lot of work to do in informing our  stakeholder groups about family first  we separated folks just to see if there  were any disparities depending on your  geography  different categories I'm going to go  through some of those so that you can  see whether or not listening is very in  those groups and you'll see that they  were pretty much everybody on the same  in a lot of these categories so I'm  gonna I'm gonna click through these sort  of paths so if I roll and by zip code  what we learned was our own defects case  managers and foster parents feel they  know very little about you so we have  work to do internally as well as  externally when it comes to what we're  doing in Georgia to roll out family  first folks know even less than just a  general and then how much do you know  about what her is doing depending on  your role and your zip code  same thing as before paint workers the  foster parents feel like they know even  less generally any losing veterans we  heard that it was a philosophical a  colossal a seismic shift and that people  really want to hear about what we  learned people are hungry for knowledge  and so we've gotta find a lot of ways  then we also talk about what we've done  in the past that that work in well  around  people they in-person meetings and  emails we also asked for some other  effective communications noticed  presence here texting training's grew me  and get sweeter a lot people lacked  face-to-face interaction folks crate  open two-way communication and likes me  their webinars on this because of travel  concerns then we asked what information  do you need when we talk to you and  folks wanted generally compliance  documentation something concrete on  paper tell me what I have to do to be in  compliance of exact share of learning  the ability to see what questions people  have asked for and some detailed  briefings like then we talked about all  right so what what can we do better in  the future  some of the things are requests of the  most were in-person meetings consistent  email communication and a rinse  well-organized website and I'm  responsible for the website  don't say you've not done the job better  than that so I want to pivot a little  bit into some of the perceptions out  there and the people the feelings of  people have about family first out based  on who they are what their role is and  where they are so it's important for us  to understand this as we started  thinking about we asked people about a  lot of things I'll sort of go through in  a minute but the big takeaway here I  know you can't read all this is that  more than 70% of you believe that we  need to change the system in a major way  to better serve kids and families that's  the bottom line we asked people if we  ask whether we asked them whether or not  they thought their organization would  benefit from family first we asked them  whether or not they thought their  organization would be harmed by mainly  first implementation one thing that  sticks out here is that we have seven  judges who responded to the survey and  they definitely told us that they don't  think that they're going to benefit from  this and they probably will be harmed we  had service providers who said that they  definitely will benefit and then then  she will see over and over again because  their parents were very unsure about  what will happen to those all of those  so yeah how much of a change is family  first of your particular interests most  people said it was either a pretty big  change or a general change CPAs and CC  dies more than anyone else said that  they thought this was a pretty big  change  yeah so it's okay now let's you know  what size shape it is is it manageable  for you  most people said it was manacled pretty  minimal or they just sit them out and  then we broke that down by roll group  home providers are most concerned about  their ability to manage the change and  then again as I said earlier and as I  will say multiple times are your foster  parents  we're very unsure so these are the gaps  that we've identified we've got the  close as we go forward we also ask those  how about starter you about the future  of your interest under this new world  that we're going to live over and the  top-level responses are very evenly  spreaded with most folks said they were  somewhat concerned too very concerned  and again  and we broke that down by role and again  no surprises frequent providers are  pretty concerned about the future of  their interests and then we asked the  question and this one would take a  little bit more time whatever this one  did have some results that surprised us  there was a real disparity in the level  of concern between the white respondents  sharp survey and the african-american  respondents african-americans works  Weiss is likely to say that they felt  very concerned to their white  counterparts and while I'm going to get  into some of the work we're going to do  to responsible for those women talk  about specifically for just a moment  because this is something that we  definitely have to make sure that we  address going forward we have a great  level of diversity within our apartment  and within our group of service  providers but we have not done so well  in the past is ensure that the people  that are on the front line  communication and talking to our  stakeholder talking to the people we  serve represent that diversity and so  that's something that we have to be very  conscious of and intentional about we  asked some of the entities there we  asked entities to say whether or not  they work or other developed city county  or state organization whether or not  they were a city county or state or  conclusion they all look pretty much the  same level of concerns there were really  no differences in those groups saying  when people going to divide as a public  a private very large entity at these  graphs almost look exactly the same and  then there's also a very little vary  between entire urban and rural  respondents and our local regional and  national now we also what are the  biggest gaps turn this works out you  can't see all of it but  health providers training understanding  but the one that really goes out to the  university munication it was at the top  of the list and then we asked okay in  this new world and her family first what  could be new gaps in Iraq and again the  biggest concern was about communication  so clearly we have our work cut out for  us here all right so let's talk about  what we are going to do with this  information to make sure that we  effectively communicate what for as I  mentioned earlier we've brought lexicon  on to consult with us and then also just  help us carry this thing out to make  sure that we do this successfully in  terms of communications and so I want to  show you a little bit of feedback has  informed our again back to the first  three things that you guys are supposed  to remember I am NOT the subject matter  expert on the technical implementation  of LTSA but I do want to take this  moment to say we heard you all on the  fact that shines needs updating and  there has been a specific budget  allocation for shines update as it  relates to family first show me and Tom  are going to talk about that a little  bit more in their session tomorrow but I  just wanted  yes we heard y'all yes we're aware I  just don't have the information all  right so back to her vision around  communication you guys need to know what  we know and more often than not stuff  like these days you also need to know  who don't know so we want to take make  sure that we're transparent because  we're learning about this as you are and  we're working on this in real time so we  really take some time over in the middle  of right now at some vision setting what  our philosophy is what our set of values  is as we approach the implementation of  family first and then we will talk about  the details of the technical  implementation and how about that so how  the press's just yesterday somewhere  maybe you have no left like 4:00 p.m. we  launched our website that is dedicated  to our family first implementation this  will be sort of our roommates of where  we are communicating with you and  providing you with information about our  rollout plans as it relates  family curse blueprint family first so  if you didn't get it right here  I'll have it at the end for you as well  a couple of things that I want to point  out here is that you will see the words  answering your questions all our website  because we know you've got function and  sometimes we amazing and so the primary  function of this website is to make sure  that we're answering their questions and  so I'm pretty excited about is a feature  that we have on our FAQ when you click  the FAQ button we already have a list of  questions on there that we anticipate  that folks will allow it's going to have  answers there but as we get new  questions we're constantly updating  these FAQ and you'll see actually a date  stamp that said when it was last updated  and then you can send links to each  answer to folks every single answer has  its own URL for this is the technology  behind this  so y'all making that this is - in the  weeds that we are actually using  software that's pretty much considered  best-in-class software for customer  service for websites and I'm especially  say that because of the government  employee you never get to say that but  if you have ever gone on that  you for Airbnb or for uber this is the  same technology that they use and so I  personally used it for area being and  you get your answers and if it's not  there populates pretty quickly somebody  gets faculty and we do have that  functionality on our back-end when we  receive a question that has not already  been answered we have staff there there  to research and provide the answer  here's how a successful government the  state of Tennessee broadens and depth to  do customer service for its workforce  development of her map they saw a 35  percent increase in their overall  customer satisfaction and then they were  also able subtracted 90 percent of their  inquiries were solved during the first  interaction another feature I want to  make sure that you guys are aware of it  when you see here on the lab looks like  if you're an access phone that's not our  secure mobile site but we have the  support button it uses bot technology  artificial intelligence to find the  existing knowledge and information and  provided as you're typing in your  question and it will allow you to ask me  questions that will look for our all  over so this is some of that shared  learning that we're trying  in terms of the desire regarding surveys  in addition to this FAQ support function  we also have a traditional email inbox  on the web that you can access via the  website or just emails but it's also  tied to that same answer by so there's  not some questions being answered over  here there an about you and puzzles over  here it's all we've integrated together  and then in terms of our when I kind of  consider traditional communication when  I talk a little bit about what we will  be doing with email and webinars  has anyone received their newsletter oh  good  we'll get you all up at the end of this  [Applause]  all right  so based on your feedback we have  decided to have a monthly newsletter  related to the work that's going on  around family first  and then also many of you mention the  convenience of recorded webinars and so  the other of that is capturing  information that you are seeking we will  be using that to inform what goes in our  newsletter  what's on our webinars it's a mission  you can sign up for the newsletter here  at blue print family firms or backslash  sign up  I'll have this on the last slide as well  and then also what I make sure that we  are communicating in a variety of ways  because we know that people receive  information better in two different  mediums so we want to make sure we cover  all of our bases here we just last week  finished shooting the first stages of  one of our vision saying videos this  will be well I've mentioned earlier it's  sort of the way that we set the state in  terms of what our values are  and our philosophy is around  implementing this change and then also  many of you and your survey responses  mentioned that The Times Tuesday talk  was a good method of communication for  you and so we are going to use that as a  specific tool to communicate around  family first if we see certain topics  relevant to the topic use will how come  do it  presentation never give my from a lament  say the regular row and then roadshows  talked a little bit earlier about how  road shows were really important to  helping us understand the needs of our  customers I was actually involved for  Boston last week with a group of child  welfare leadership around the country  and any economic assistance directors  around the country and one of them said  you know we never really took the time  to ask our customers what worked for  them once we did we started finding ways  to improve we definitely saw that what  the blueprint for change and in terms of  hearing from our foster parents that Oh  per diem that we pay you doesn't  actually pay the cost of raising the  child that we placed in your home so we  need to actually go to the legislature  and ask them for more money so that the  very things we can cover that calls but  what we didn't do  there was communicate back to them and  say hey we've heard you and so the point  of a lot of those will be to come back  and tell you we heard