Title: Improving Client Accessibility to Services through Central Intake (Better Living Health and Community Services) Scope/Boundaries: Team Leads Executive Sponsor: Kristen Caballero Project Lead: Monica Chung Team Members: Tamara Urtaeva Emily Hope Dena Silverberg Ramona (In-house) Katie Thomas (In-house) Problem Statement: 67% of Clients are not successfully accessing to services after making phone calls to Intake. Aim Statement: By Jan 16, 2016, we will increase the number of calls that result in successful referral to the services within organization through intake by 20%. Measures: Outcome Measure Percentage of calls that are successfully referred to services after phone calls are made to Intake. Number of clients are referred to multi-services from Intake Balancing Measure Response time of each call to Intake Root Causes of the Problem: Lack of internal training and knowledge on service provision Lack of flexibility in determining eligibility of services Insufficient communication among service departments and Intake Fee not affordable for service users Ineffective coordination for the follow-up for service enquiries Inadequate customer service Wrong and inadequate marketing information Change Ideas: Set up tracking system to follow up with potential client who made call for service enquiry within next 2 weeks Provide training for the new way in doing intake with focus on increasing flexibility and problem solving Enhance internal communication by facilitating regular meetings among service department and Intake Strengthen the knowledge base of services provision through on-going training to related staff and volunteers.

Anticipated Barriers and Mitigation Strategies: Staff reluctance to changes Current service delivery model does not support for the change. Strategies: To strengthen education to staff in service provision and warm transfer through service delivery group To make small step of changes each time to minimize reluctance and resistance. To set focus group to collect feedback and difficulties that encountered by staff Anticipated Timeline Key Milestones Resources Required: Extra staff time to build up relationship with each callers compatible phone and computer system Trainer for developing new intake and customer service skills Involvement of staff from marketing and outreach department Signatures: Executive Sponsor:_______________________________________ Project Lead: ___________________________________