| Things that are happening and help. | Things that help but are not happening. | Things that are not helpful but happening. |
| P4: “Helping people become more independent is my job.” | P1: “. . . we get a steady flow of people that come in and we are not always able to take care of them, even if we want to.” | P1: “. . . when you are incarcerated . . . you have the ability to learn more of the criminal side of things. |
| P10: “we now have an agency that will do the ‘24/7’ which is wonderful that we can wrap around the ‘Telecare’.” | P4: “. . . [Staff] don’t spend enough time with [Clients]. They say, “hi” and leave.” | P1“. . . things happen all the time and we are getting calls on the weekend . . . let the members know what other options are out there, so that when things do come up they have someone to call.” |
| P10: “I think that [face-to-face contact] gives us more of a rapport with the client. More of a trust. Because that’s a big deal to a lot of people; the trust issue. The familiarity. The safety.” | P7: “. . . Clients need more frequent contact in person. They know they’re falling through the cracks.” | P7:”. . . Clients need contact immediately upon signs of regression. There is no structured environment available that is staffed 24/7.” |
| P12: “Service engagement is very important. . . especially between the jail and the community transition.” | P7: “Clients need daily checks and ADL skill training.” | P12: “There is lack of knowledge and education of mental health.” |
| P12: “. . . Incarceration is stressful for the person and the family. We need to teach selfadvocacy.” | P13: “We have too many low skill providers.” | |
| P13: “Communication between agencies falls apart with staff that are not trained and high turn-over.” | P13: “Processes are extensive to get a client into services . . . it is too bureaucratic, especially for people with high needs.” |