Job Access and Reverse Commute (jarc) Program fy 2009 Service Profiles Region X alaska, Idaho, Oregon, and Washington October 2010 fta-08-0162 Job Access and Reverse Commute (jarc) fy 2009 Service Profiles: Region X

Evaluation: The ultimate evaluation of the project is the acceptance by funders of the cost allocation method for the distribution of costs across multiple funding sources and program activities. The ability to track and monitor activity-based costs centers within an integrated Call Center environment. Performance measures include reliability of the model and systems performed as designed, ability to automate processes and reduce opportunities for error, and flexibility of the model to adapt to the dynamic nature or the program and resource mix within the Call Center.
Accomplishments: The ultimate evaluation of the project is the acceptance by funders of the cost allocation method for the distribution of costs across multiple funding sources and program activities. The ability to track and monitor activity-based costs centers within an integrated Call Center environment. Performance measures include reliability of the model and systems performed as designed, ability to automate processes and reduce opportunities for error, and flexibility of the model to adapt to the dynamic nature or the program and resource mix within the Call Center.
Lessons learned: The complexities of establishing a coordinated call center of this nature should never be underestimated. While the call center is designed to make the process simple for the human services customer, e.g. providing them a single phone number to call to arrange transportation funded by any one of a variety of programs, the means of accomplishing this are quite complex for the call center itself. One key to ensuring the success of this type of project is to communicate early, and regularly, throughout the process with all the stakeholders to ensure that nothing is overlooked. This is never more critical than in the establishment of a cost allocation model. It is very important to develop an equitable method to determine the proper cost share of each program, to develop a cost allocation model that complies with Federal requirements, and that would be viewed as fair by all funding participants in this coordinated service program. A key point in this development is effective and in-depth communication with all involved parties. This will help ensure that no pieces are overlooked and that the cost model accurately reflects all expenditures involved.