USP Twilio.org Project�Kickoff
Objectives of today’s meeting
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Project Overview and Grant Context
This project will design and prototype an SMS-based system that allows newly resettled refugees and caseworkers to more efficiently and effectively communicate with each other.
With this grant, we will design a low-fidelity prototype of the interface and pilot it with ~100 clients in 1 site in the US. The project aims to improve outcomes for both clients and caseworkers.
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Key Stakeholders
And many more!
US Programs at the IRC: the National Picture, IRC Atlanta, and our Information Systems
From Harm to Home | Rescue.org
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From Harm to Home | Rescue.org
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From Harm to Home | Rescue.org
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From Harm to Home | Rescue.org
US Programs at a glance
Refugee Resettlement
Economic Empowerment
Immigration Services
Education and Learning
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From Harm to Home | Rescue.org
US Programs at a glance
Youth Programs
Food Security and Agriculture
Safety and Wellness
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From Harm to Home | Rescue.org
IRC’s Organizational Strategy
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From Harm to Home | Rescue.org
ETO: USP’s primary information system
MicroE Users
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From Harm to Home | Rescue.org
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Project Calendar: Where We Are Going
March | April | May | June | July | August | September | October |
Kickoff
Generate roadmap and plan
Scope out best practices / aspirational systems
Align on user experience
Hire engineer
Develop wireframes
Plan for ETO integration
Work with Atlanta team on pilot design
Field visit 1 (implement and execute)
Design research strategy for pilot
Tech build
Plan field visits
Field visit 2 (iterate and follow up)
Initiate analysis
Final reporting done
Write analysis and report
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User Journeys
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Wireframes
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Functionality “jobs”: what we build can be grouped into 5 categories
Checklist and nudges
Client record management
Dashboard / analytics
Messaging
Research
How will we differentiate what we build from what is already in use
For Discussion: Key pain points and ideal end states
Key next steps
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Day 1:
Case worker assigned refugee family
Twilio Project: Newly Resettled Refugees, Case worker Touch points
1.Assess literacy level of family
2.Meet client at Airport w/interpreter
3.Take client to apartment �
4. Show family provided smartphone
�5. Caseworker programs own contact # into the phone AND programs contact number for IRC resettlement team
�6. Already installed on phone is an app that client can use for voice or SMS communication �
Day 2:
24 hour home visit from case worker
1.Review:
2. Clients receive (translated) SMS from resettlement team w/orientation checklist (i.e. sign lease, food shopping)
3. Clients can text back with questions or concerns ��(Text is sent in Burmese, caseworker translates it. ��Keyword triggers: health) �
Case worker action
Twilio function
First week:
Case worker finalizes automated call reminders
1.Clients receive (translated) voice messages (night before) & “wake up” reminders for all IRC appointments
2.Caseworker uses client dashboard for status of reminders (e.g., ETO pinged if message listened to / completed)
Second Week: Case worker completes CO
3. Clients receive employment team # and receive SMS updates, reminders from team.
4. Child enrolls in school, triggers alert to student support specialist team.
*If no enrollment, alert to C2S coordinator.
1.Clients meet w/ Health and Wellness team. Team adds contact # into client phone for appointments, client questions, workshops etc.
2. In last Cultural Orientation session, review IRC contact #s in client’s phone:
-IRC case manager
-IRC employment
-IRC education
-IRC health & wellness
3. Case worker can check on all messages sent to and from clients & can generate case notes as needed.
Big design questions: