Operational Improvement

The Problem

As expectations for the role that community sector organizations play in the broader health sector are expanding, there is a need to innovate and increase efficiency to meet growing client and health sector partner needs. How can organizations optimize their intake processes to build capacity across the organization, reduce duplication at partner sites, increase efficiency and enhance the client experience?

Our Methodology

RWS works with community sector organizations to identify intake improvement opportunities:

• Review existing processes and articulate future objectives and outcomes
• Conduct interviews with internal staff, external partner and peer organizations
• Analyze intake and staffing data
• Process maps and gap analysis
• Collaborative design of a new intake model(s) and associated processes

The Outcome

An innovative, streamlined and efficient intake process frees up resources to enable the organization to meet specific client population needs and effectively accommodate expanded roles. The new processes enhance the interaction experience for clients and their families and for the organization’s staff and its partner organizations.