nicole walden-director of men’s services denice dentson-therapist catrena jones-case...
TRANSCRIPT
Strategic Marketing and Customer Service:Increasing admissions in
intensive outpatient
Nicole Walden-director of men’s services Denice Dentson-therapist Catrena Jones-case manager/follow up Eddie Lapsley-instructor Robert Wilson-prevention
Team Members
Low enrollment rate
Clients have difficulty accessing the services
Men who have been incarcerated
Reasons for change project and target population
Decision makers were the outreach staff
Director responsible for the follow up with referrals sources
Single point of contact for referrals
Changes we made to increase enrollment
01020304050
# of clients enrolled 52% increase in en-rollment
Results of Strategic Plan
More efficient use of staff
Consistent, high quality customer service, quick response time, and clear information
Increasing volume from referral sources results in easier follow ups
Stabilizes the program’s future
Business Case for the aim
Continue to monitor the admission rate of clients from each individual referral source
Next change project: increase follow up rate by making short term staff changes
Next steps