Project status as of May 13th, 2025
As participation at the Progress Place Community Hub grew, so did the challenge of maintaining consistent one-on-one connections with members. Staff worried some members were falling through the cracks, with limited opportunities for personalized engagement. To address this, the team launched an improvement initiative focused on strengthening individualized service. They identified three key areas: no formal process to assign members to specific staff contacts, limited EMR coding to track interactions, and a space not conducive to personalized support. In response, the team assigned each new member a primary staff contact, improved data collection for accuracy and usability, and redesigned the space to support confidential conversations with clearer activity areas and signage. By June 2025, oneon- one interactions had increased fivefold.
“Our members want to feel seen and supported. By creating clearer pathways for connection, we’re making sure everyone feels included.”
Project Highlights:
Problem/Opportunity Statement:
Over the past year, Community Place Hub is busier than ever and it is more challenging to connect with those who are regularly attending programs/activities. The team would like to engage with members on a more proactive basis.
AIM Statement:
By December 31, 2025, Progress Place Community Hub will increase the percentage of members who self-report accessing one-to-one support from 21.4 per cent to 50 per cent.