Project status as of May 13th, 2025
Facing long waitlists and low client turnover, CMHA North Bay and District took a close look at their Intensive Case Management (ICM) program and uncovered a key issue. In 2023-24, only 19.5 per cent of ICM clients successfully graduated. To shift the trend, the team launched the From Discharge to Graduation initiative, prompting a series of targeted changes aimed at improving discharge and graduation processes. Through Plan-Do-Study-Act (PDSA) cycles, the team tested and refined key interventions, including a revised intake package to clarify program purpose, and a “mini-OPOC” questionnaire to gather feedback during or after discharge. These ideas were integrated into existing workflows to ensure sustainability. Additional efforts are underway to develop tools for regular caseload review and a standardized graduation package. Early results are promising and the team is optimistic about the long-term impact on service capacity, client flow and care quality.
“We’re redefining graduation as a milestone to celebrate, not a process to avoid.”
Project Highlights:
Problem/Opportunity Statement:
In the fiscal year 2023–24, only 19.5 per cent of ICM clients successfully graduated, leading to low client turnover and increasing waitlists.
AIM Statement:
By March 31, 2026, successful graduations from ICM will increase by 30 per cent (to reach 50 per cent).