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