A project I led for a community-based health service provider in Spring 2013. We created a messaging protocol to help them contact and provide care to new clients, as well as a guide for recruiting and retaining talent.
Marel Q1 2024 Investor Presentation from May 8, 2024
West Suburban Senior Services Presentation
1. West Suburban Senior Services
Lily Baik, Matt Baron, Max Hogan, Maddie Watkins, Ricky Wozniak
Graphic Here
Final Proesentation
June 7th
Students Consulting for Non-Profit Organizations
2. Agenda
West Suburban Senior Services
• Our client and their transformation
• The project
–
–
–
–
–
Overview
Adding Staff
Contact Strategy
Reporting Assistance
In-Kind Donations
• Next Steps
• Recommendation Overview
Final Presentation– West Suburban Senior Services
5/7/2013
3. West Suburban Senior Services is an agency that provides
care to populations in need of support, and is going through a
change in services.
Old Procedure
Current Clients
(Pop. Above 60)
WSSS
Case Managers
Services
•Adult Day Health Care
•Caregiver Support
3
•Mental Health
•Home Delivered Meals
Final Presentation– West Suburban Senior Services
5/7/2013
4. West Suburban Senior Services is an agency that provides
care to populations in need of support, and is going through a
change in services.
New Procedure
New Clients
(Young
Mothers/Families)
WSSS
Show Up
Calls
Funding
4
Doctor’s
Appointments
Managed Care
Organizations
Final Presentation– West Suburban Senior Services
5/7/2013
Reports
5. One of the main challenges facing WSSS is the transitory
and income-challenged lifestyles of their new clientele.
May not
read/speak
English, and find
difficulty
responding
Frequently
move and
rarely register
new addresses
Dilemmas with
contacting this
population
Limited access to
computers, and
limited database
with e-mail info
May not have
access to
landline phone
5
Final Presentation– West Suburban Senior Services
5/7/2013
6. In coming up with strategies for WSSS, it is also important
to take into consideration their limited resources and staff.
Contact
Strategies
•
•
•
•
Channels
Messages
Incentives
Tracking/Reporting
Staff
• Recruiting
• Training
• Measures of
success (talent
management)
Donations
• In-kind
• Phones
• Computers
• Misc.
Timeline: Initial Contact, Partnering with MCOs, Building Community
Timeline
6
Final Presentation– West Suburban Senior Services
5/7/2013
7. SCNO worked with WSSS to create a plan to find interns and
staff members to perform the initial round of contact.
Hiring full-time employees would be difficult
Limited funding
Current staff committed
Find solutions associated with new services
Focus on community
Undemanding tasks
Apply solutions to WSSS’s current situation
Use local active staff
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Automate processes
Final Presentation– West Suburban Senior Services
5/7/2013
8. Recommending channels for WSSS to use in order to reach
the clients was a fundamental part of the contact strategy.
Text
Messages
Voicemail/Voi
ce Broadcast
• Nearly all low-income individuals would
like SMS reminders regarding their
healthcare services.
• Phone communication is one of the
expected means of reminders.
• Also meant to contact those without
SMS access.
Actionable
• Ez Texting
Communication
• CallFire
Method: Online
Tools
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Final Presentation– West Suburban Senior Services
5/7/2013
9. Developing cogent and persuasive messages will help
ensure that the clients receive primary care from providers.
Text and Voicemail Examples:
– Text: We can help you maintain
independence while being
healthy. Quality free health care
is accessible and here for you,
call today for info.
– Text: Healthy families are happy
families, doctors should be seen
by everybody once a year. We
can set up a free doctors visit
for your entire family, contact us
today.
– Voicemail: Hello, this is your
reminder from WSSS that you
have a doctor’s appointment
tomorrow. Please call 708-5475600 with any questions or
concerns. Have a great day
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Final Presentation– West Suburban Senior Services
5/7/2013
10. To track their calls and contact results, SCNO set up and
developed guides for a free, simple, and modern database.
•This database spreadsheet, powered by Google Drive, will:
• Ensure that all contact info is kept up-to-date
• Enable staff to access data from any computer
connected to the Internet
• Equip WSSS with ways of easily reporting to the MCOs
on their progress
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Final Presentations – West Suburban Senior Services
5/7/2013
11. SCNO developed a timeline for the ideal projection of events
and changes in WSSS’s future.
Immediate
Intern Recruitment
Transition with Old Clients
Summer 2013
Contract Finalization
October 1, 2013
Implementation of MCO Changes
November/December 2013
Expected Addition of Clients from MCO
January 2014
New Employee Add-On
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Final Presentation– West Suburban Senior Services
5/7/2013
12. SCNO recommends utilizing in-kind donation channels to
alleviate the issues related to limited resources.
Education Institution’s E-Cycling
• Pros: Free & simple application process
• Cons: Limited & potentially older office equipment
Office Resource Distribution Organization
• Pros: Year-long & high number of donated office equipment
• Cons: Annual fee & application process to become a
member
Computer and Software Companies
• Pros: Free & large selection of equipment
• Cons: Long & selective application process
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Final Presentation– West Suburban Senior Services
5/7/2013
