Approximately 4,000 Montgomery County residents visit DHHS offices monthly to obtain financial, medical or mental health assistance. The REAL Program was implemented in 2016 with the purpose of offering interesting, educational activities for children and families during idle “down-time” of awaiting DHHS appointments, while simultaneously anticipating information needs of new County residents. The program expanded from two locations to four, extending literacy and learning opportunities to a variety of residents.

Key elements of the REAL Program include enhancing children’s literacy and healthy habit development; demonstrating model behaviors and providing printed information to caregivers. DHHS’ “Site-Based Quality Improvement” teams are “welcoming ambassadors,” greeting and directing clients to resources. JCA volunteers receive regular training in customer service. MCPL staff regularly refresh the free “community book collection,” present customers with information on MCPL resources, issue library cards and inquire about how MCPL may meet customer-specific needs.

Since its implementation, the REAL Program has served over 3,000 youth and their families, with 24 JCA Interages volunteers providing approximately 1,300 hours of community time. MCPL services and “community book collections” are providing access to over 2,000 books, issuing new user library cards and increasing awareness of free access to many MCPL resources. In addition, the REAL Program strengthens the relationship among the partner organizations, their staff and volunteers.