Leveraging human-centered design to navigate the growth of self-directed services in the IDD industry
The landscape of services for individuals with intellectual and developmental disabilities (IDD) is still evolving, with self-directed services gaining significant traction across the United States. This shift empowers individuals with IDD and their families to have greater control over their care, tailoring services to meet their unique needs and preferences.
For nonprofit organizations in the IDD sector, this presents both challenges and opportunities. Should they adapt to support this movement or should they reinforce their traditional service models?
A hybrid approach may be a better answer. Leveraging a human-centered design (HCD) approach can provide the clarity and direction nonprofits need to navigate this complex landscape while still maintaining a high level of care and compassion.
Understanding the self-directed services movement
Self-directed services allow individuals with IDD to manage their own care, including hiring caregivers, managing budgets and choosing service providers. States like New York, California and Texas have well-established programs that highlight the benefits of this approach, such as increased autonomy, personalized care and improved quality of life. Self-directed services are gaining traction in other states as well. However, these programs also present challenges, including the complexity of management, workforce shortages and the need for robust financial and quality assurance systems.
The IDEA methodology: A human-centered approach
The HCD approach, encapsulated in the IDEA methodology (imagine, design, execute, assess) by NetHope, strongly emphasizes understanding and addressing the human elements of any issue or opportunity. This methodology is particularly effective in helping nonprofits explore their future strategies in the context of self-directed services.
Imagine: Gathering insights from stakeholders
The “Imagine” phase involves extensive focus group interviews with key stakeholders, including individuals with IDD, their family members, caregivers and organizational leaders. This phase aims to uncover each stakeholder group's pains, needs and desires. For instance, individuals with IDD may express a desire for more control over their daily routines, while caregivers might highlight the need for better support and resources.
Based on the insights gathered, detailed persona documentation and journey maps can be developed. These tools help visualize the stakeholders’ current and future state journeys within the service delivery environment. For example, a journey map might illustrate the steps that a family member of an individual with IDD takes to hire a caregiver, highlighting pain points and opportunities for improvement.
Conducting the Imagine workshop
Personas and journey maps provide the IDD nonprofit with a confident understanding of the pains and needs of constituents and feed an Imagine workshop. The workshop, which is hosted face to face or virtually, is a two-day intensive session where representatives from each stakeholder group come together to brainstorm and prioritize ideas.
Using convergent and divergent thinking techniques, participants generate a wide range of ideas and then group and prioritize the ideas based on feasibility and impact. This collaborative process ensures that the strategies developed are both innovative and practical.
The Dreambook
The final activity within the Imagine phase involves compiling all the insights and ideas into a “Dreambook.” This document serves as a comprehensive primer, summarizing the opportunities, risks and challenges of proposed strategies. The Dreambook provides nonprofit organizations with a clear road map for addressing the self-directed services movement, whether they choose to support it, counter it or adopt a hybrid approach.
Strategies for nonprofits: Beat ‘em, join ‘em or hybrid?
Nonprofits have several strategic options when it comes to self-directed services:
- Join ‘em: Embrace the self-directed services model by providing support services to individuals and their families. This could include offering financial management training, helping with caregiver recruitment and providing technology solutions to streamline care management and services billing.
- Beat ‘em: Reinforce traditional service models by highlighting the benefits of nonprofit-managed care. This might involve showcasing the quality and reliability of services provided by the organization, as well as the comprehensive and uninterrupted support available to individuals with IDD and their families.
- Hybrid: Combine elements of both approaches to offer a flexible range of services. For example, nonprofits could provide traditional care services while also offering support for those who choose self-directed options. This hybrid model allows organizations to cater to a broader range of needs and preferences.
Possibilities for nonprofits
The growth of self-directed services in the IDD industry presents a unique opportunity for nonprofits to rethink their strategies and better serve their communities. By leveraging a human-centered design approach, nonprofits can gain a deeper understanding of the needs and desires of individuals with IDD and their families and develop innovative, impactful strategies to navigate this evolving landscape. Whether choosing to join, beat or adopt a hybrid approach to self-directed services, the key lies in placing the human experience at the center of strategic planning.
How Wipfli can help
At Wipfli, we believe in the power of human-centered design to achieve better results in the IDD nonprofit space. If you’d like to learn more about our digital strategy services and how you can apply them to your own practice, contact us today. Our dedicated professionals are ready to help you achieve a better standard of care.
