1. 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.

2. 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: ___________________________________