Innovators Exchange

Transformative Client Services

Rachel McDonnell

Transformative Client Services – A Case Study

Career Connections is a program that aims to help its participants get connected with family-supporting careers.

Right now, the program offers a wide variety of services (everything from drop-in hours to high-intensity coaching) to a diverse group of clients, and it would like to do a better job of matching its clients with the appropriate services.

They have determined that they need guidance on developing a high-impact, cost-effective client services model.

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Transformative Client Services: What Works?Which types of supportive services (life coaching, case management, etc.) work best for which clients?

What career exploration and navigation services work best for which populations?

What are some effective processes for assessing client needs in ways that are not overly burdensome for the clients?

What are good systems for tracking what services clients are receiving?

What client service models are most cost-effective?

What strategies can be implemented using current capacity?

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