Our non-profit partners across the country sought to improve parenting skills, communication, and economic stability for individuals who enroll in their social service programs. As their local evaluator partner, we aimed to understand barriers preventing users (program participants) from completing services, with a focus on scheduling and format of service delivery.
Led 5 virtual focus groups with more than 40 total program participants who were recruited via email and offered an incentive to share their experience
Conducted interviews with 20 program staff, including case managers, facilitators, and senior leadership, to learn what improvement strategies have been tried and which have been successful
Applied thematic analysis to identify key pain points
Participants, especially parents of young children and those who live in rural settings, relied on virtual programming options to remove engagement barriers related to child care and transportation.
Job schedules were the most frequently cited barrier to program engagement. Evening classes were necessary for retaining working participants, but unpredictable job schedule changes made regular program participation difficult, even among those highly committed to the program.
Longer classes delivered over a shorter period of time were preferable to shorter classes spread across a greater number of weeks.
Some participants expressed an interest in weekend classes, but programs are limited in their ability to regularly staff services on weekends.
Research findings led to one program condensing their service delivery schedule, increasing program completion rates in subsequent cohorts.
Programs that had discontinued or reduced virtually programming post-COVID enrolled additional virtual cohorts to reach participants who would have difficulties reliably attending in-person classes.
Scheduling difficulties can prevent even the most committed participants from engaging in program services. The longer the program, the greater the opportunity for barriers to arise that lead to attrition.
Speaking with participants who dropped out of the program, even if they are harder to reach after discontinuing services, is critical for fully understanding barriers to program engagement.
Tyler is a first time father with a two year old daughter. He and his family live 90 minutes outside of the city in a small, rural town. He heard about the program from his friend who lives in the city and wants to join but can't make the long trip.
Problem statement
Tyler is a rural father with a young child. After work, he comes home to help with caregiving. He needs a way to participate in the program close to home while balancing caregiving responsibilities, rather than having a long commute to an in-person class.
Hector is a noncustodial father who has been working temp jobs since he was laid off from his permanent position at the factory. He is interested in learning how to become a better father and has tried other support programs in the past, but his work schedule can change last minute, and he hasn't been able to make regular class attendance work for long programs.
Problem statement
Hector is a working father with an unpredictable job schedule. He needs a program that offers flexible make-up classes, preferably recorded sessions that he can watch when his schedule allows, so that he can stay engaged in the class even if he has a last-minute scheduling conflict.