West Suburban Senior Services

Lily Baik, Matt Baron, Max Hogan, Maddie Watkins, Ricky Wozniak

Final Proesentation

June 7th

Students Consulting for Non-Profit Organizations

Graphic Here

Agenda

• Our client and their transformation• The project

– Overview

– Adding Staff

– Contact Strategy

– Reporting Assistance

– In-Kind Donations

• Next Steps• Recommendation Overview

West Suburban Senior Services

Final Presentation– West Suburban Senior Services5/7/2013

West Suburban Senior Services is an agency that provides care to populations in need of support, and is going through a change in services.

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Case Managers

Old Procedure

Final Presentation– West Suburban Senior Services5/7/2013

•Adult Day Health Care•Caregiver Support

•Mental Health•Home Delivered Meals

Services

West Suburban Senior Services is an agency that provides care to populations in need of support, and is going through a change in services.

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Calls

Managed Care OrganizationsManaged Care Organizations

ReportsFunding

New Procedure

Show Up

Final Presentation– West Suburban Senior Services5/7/2013

One of the main challenges facing WSSS is the transitory and income-challenged lifestyles of their new clientele.

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Frequently move and

rarely register new addresses

Frequently move and

rarely register new addresses

May not have access to

landline phone

May not have access to

landline phone

May not read/speak

English, and find difficulty

responding

May not read/speak

English, and find difficulty

responding

Limited access to computers, and limited database with e-mail info

Limited access to computers, and limited database with e-mail info

Dilemmas with contacting this

population

Dilemmas with contacting this

population

Final Presentation– West Suburban Senior Services5/7/2013

In coming up with strategies for WSSS, it is also important to take into consideration their limited resources and staff.

6Final Presentation– West Suburban Senior Services

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TimelineTimelineTimeline: Initial Contact, Partnering with MCOs, Building CommunityTimeline: Initial Contact, Partnering with MCOs, Building Community

SCNO worked with WSSS to create a plan to find interns and staff members to perform the initial round of contact.

7Final Presentation– West Suburban Senior Services

5/7/2013

Recommending channels for WSSS to use in order to reach the clients was a fundamental part of the contact strategy.

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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 708-547-5600 with any questions or concerns. Have a great day

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Developing cogent and persuasive messages will help ensure that the clients receive primary care from providers.

Final Presentation– West Suburban Senior Services5/7/2013

To track their calls and contact results, SCNO set up and developed guides for a free, simple, and modern database.

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•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

SCNO developed a timeline for the ideal projection of events and changes in WSSS’s future.

11Final Presentation– West Suburban Senior Services

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SCNO recommends utilizing in-kind donation channels to alleviate the issues related to limited resources.

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13Final Presentations – West Suburban Senior Services

5/4/2013