Presented by Amy Dewitt-Smith

The Human-Centered Design Approach:
From Village Concept to Start-Up Nonproﬁt

What We’ve Learned…
• What does “adequate transportation” mean? What are the unmetneeds?
• It’s not about service delivery, it’s about service outcomes.
• Co-creation helped us learn that a lack of transportation services
is only part of the problem.
• How do we ensure equal access and cultural sensitivity?
• “Adding community voices to expert discourse can increasean agency’s ability to respond effectively in a technicalfield” (Policy Development and New Immigrant Communities:
A Case Study of Citizen Input in Defining Transit Problems,
Schachter & Liu, 2005).
• Large public agencies using a technical approach to service
delivery are no longer going to be considered effective,efficient, economical, or socially equitable.

The Neighbor Network of Northern Nevada’s Programs:••••

Time Bank
Volunteer Program
Information & Referral
Social Program

Example Partners listed in this workflow:
Nevada’s ADRC, Seniors in Service, VISTA program, Catholic Charities, Nevada Center for Excellence in Disabilities (NCED), Osher Lifelong
Learning Institute (OLLI), Access to Healthcare Network (AHN - One Call One Click Center), DaVita Dialysis Center, AT Collaborative (NCED),
University of Nevada, Reno, Office of Service-Learning & Civic Engagement (OSLCE) program, Meals on Wheels program, Nevada PEP, Sanford
Center for Aging, Truckee Meadows Community College (TMCC), and Northern Nevada Center for Independent Living (NNCIL).

Profiles of Example Participants:
JanJoe85 years old, retired and homebound, diabetic, lives alone (daughter tries to help with IADLs), connected withstate services through ADRC, receives senior companion services from Seniors in Service, cannot drive, and isliving below poverty. Receives ride to monthly PCP appointment from AHN; referred to N⁴ by AHN foradditional rides. Uses donated hours from volunteers for time bank services.
47 years old, lives with family in the North Valleys area of Washoe County outside of public transit, works F/T,
does not currently have a personal vehicle, and has son with a developmental disability. Gives and receives
services from time bank.

Julia

32 years old, single mother, Spanish-speaking only, living in poverty, works P/T (but would like better F/Twork), and uses her personal vehicle for transportation. Gives and receives services from time bank.

Jerry

55 years old, retired, married, member of OLLI, volunteers in the community, uses his personal vehicle fortransportation, and likes to feel productive. Only volunteers in order to donate hours to time bank.

N⁴ Application/Intake Process FlowJan

Jan’s Senior Companion at
Seniors in Service contacts
her SW at ADRC re: needfor additional services.

JoeJulia

Jerry

Learned about N⁴from his neighborin the NorthValleys.

Coordinator at
Catholic Charities
helps connect Hispanic
families to N⁴

Took time banking
class presented by N⁴
at OLLI

Submits online Join
Form on N⁴
hOurworld.org site
Referring
personsubmits
onlinereference
form

Auto email sent toreferences, if
providedCompleted asneededMentorassigned$60
application
fee waived forvolunteers &people living
in poverty

Translation
services

N⁴ coordinator calls
references w/oemail address listed,adds person toapplicant pool, andprompts Verified
Volunteers to send
link for backgroundcheck to person viaemail.

hOurworld
sends annualmembership($40) renewal
notice onanniversary
date (PayPal).

hOurworld
systemsends
message toscheduleorientation

N⁴ Time Bank Process FlowJanJoeJuliaJerry

N⁴ assigned
mentor assists w/using time bank

Neighbor teaches
how to use timebank independently

Bilingual N⁴ VISTA volunteer
assists with using time bank on atablet provided by NCED AT
Collaborative

Learned how to usetime banking softwareat OLLI program

Receives tutoring andchildcare for son 3
hrs/wk (1 fromdonated acct at timebank); Provides rides
to Jan 1 hr/wk & cooks
Jan a meal 1 hr/wk (onthe weekend when
Meals on Wheels
doesn’t deliver) = 2
banked hrs

Donates 2 hrs/wk totime bank for Jan’s
ride to dialysis &Joe’s ride to bus
stop (1.25 hrs/wk)

Requests ride todialysis 2x/wk andgrocery store
1x/wk = 3 rides
totaling 3 hours (1banked hr from
Julia & 2 donatedhrs from Jerry)

Receives ride to bus
stop from Jerry 5x/wk(.25 hr) = 1.25 hrs;
Donates 2 hrs/mo totime bank working on
Boy Scout Troop’s
project; Provides
lawn mowing(summer), leaves(fall), & snow (winter)to two othermembers banks 1.25
hrs/wkN⁴ Volunteer Program Process FlowJanJoe

Receives assistance fromN⁴ volunteer (from theUNR OSLCE) for
application andparticipation in N⁴
program activities(including telephone
welfare checks with facetime on smart phone
donated by the UNR AT
Collaborative)

Donates 2 hrs/mo to N⁴“donated hours” timebank account byhelping a local Boy
Scout troop with Eagle
projects.

Internal Volunteer
Processes

Office of ServiceLearning & Civic
Engagement
completecommunity
outreach andadministrative
dutiesJuliaJerryReceives hours
from VISTA
volunteer in orderto learn how to use
technology toaccess the timebank and othercommunity
resources

Donates hours to
the N⁴ “donatedhours” time bankaccount by giving
rides to Jan andJoe. Likes being
productive andknows he and hiswife will need extra
help someday, too.

VISTA volunteers
work to build acommunity asset
map and becomeneighborhood
experts to ensure
N⁴ programs arerepresentative of
the people living inNorthern Nevada

Community
volunteers
are recruited
throughvariousorganizations(churches,philanthropic
groups,retirementcommunities,etc.)

N⁴ Advisory
Board members
work to ensure
citizendesirability,
operational
feasibility, andfinancial viability
goals are met.

N⁴ Information & Referral Program Process FlowJan

Jan’s daughter(caregiver)
expresses
needing abreak. N⁴volunteer
connects herwith SIS Respite
programDuring N⁴
application process,Jan’s mentor
discovers that she
qualifies for Mealson-Wheels

Jan enjoys participating in a
new research study through apartnership with Sanford thatuses tech to monitor health andsupport people with “aging inplace”

JoeJoe’s son has adevelopmental
disability and thefamily doesn’t knowwhat to do about hisissues at school; N⁴coordinator gives Joe
information for
Nevada PEP.

N⁴ linked Joe to theADRC’s “No WrongDoor” single entry
point for accessing
additional stateservices for his son.

Julia

Jerry

Julia expresses to her
VISTA volunteer that
she would likeassistance withgaining more skills toobtain a better job;
receives help with
applying at a temp
agencyJerry wanted totake his wife
out for a niceanniversary
dinner at arestaurant w/
early bird seniorspecials w/in 5mi of theirhome; posted amessage on thehOurworld site
and received
responses fromother membersof N⁴

N⁴ VISTA volunteer
helps Julia apply for aconversational
English class in the
TMCC Workforce
Development &Community
Education Program
to improve herinterviewing skills

N⁴ Social Program Process FlowJan

Jan’s birthday
is this month;
invite sent out
in hOurworld
for a Roaring
20s dinner &dance.

NNCIL
donates a van
to pick-up
attendees
who need aride to Jan’s
senior apt.
clubhouse.
The Sanford RSVP
volunteer ride programprovides a driver for theevening.

Joe

Joe sees an N⁴ postin hOurworld abouta train-the-trainertransportation
class. He knows
the public transit
system so well thathe thinks he could
provide this service
well once he iscertified. Heattends class 1night/wk for 1
month

Julia

Julia attends a“Write Your BestResume” classtaught by Jerry
and his threefriends from theOLLI program.

Jerry

Jerry is a true
N⁴ambassador.
He has joined
the N⁴Advisory
Board and is
the leadproject
designer forthe volunteer
ride program.

At least monthly activities
provide opportunity formember feedback andreturn to service initiation
step.

Questions?