Predictive Intervention Peer Mentor Program

INDUSTRY | NON-PROFIT

Developed a peer mentor program with targeted interventions for home care aides, reducing turnover during training.

Caregivers are among the fastest-growing occupations in the United States due to the aging population. SEIU Benefits Group provides state-required training for over 40,000 caregivers across Washington State annually. Training requirements vary depending on the type of caregiver.

The challenge

The high turnover rate, or churn, of Home Care Aides (HCAs) presents a critical challenge, especially in light of the industry's severe shortage and high demand for qualified caregivers. Data revealed that the churn rate is particularly concerning in three key areas of the employment funnel: after training orientation, before certification, and in the early stages of employment. Addressing this issue was vital to increasing the number of certified Home Care Aides in the state, and ensuring an adequate supply of caregivers to meet the growing demand for services.

The solution

As the architect of an innovative peer mentor program for HCAs seeking certification, I designed and implemented a data-driven approach that resulted in thousands of students being served overall, and more than 3,000 interactions in the initial months after launch.

This program leveraged predictive analytics and service design principles to identify the factors contributing to student churn and developed customized peer mentor interventions to reduce turnover and streamline entry into the home care field.

I oversaw the delivery of comprehensive peer mentor services, including personalized phone and email support, live webinar skills demonstrations, and certification preparation sessions. Additionally, classroom Q&A sessions provided students with ample opportunities to receive individualized support and guidance. As a result, students experienced improved outcomes and were better equipped to succeed in their careers.

The results

The peer mentor program demonstrated an overall 40% reduction in turnover during the early phase of training and program utilization tripled in the first 12 months.

A detailed analysis of the work can be seen here.

• Implemented and customized Five9 call center platform.

• Incorporated predictive analytics and modeling at 3 phases of home care aide training and certification

• Customized peer mentor support based on data and service design research

• Scaled peer mentor program to HCAs enrolled in Advanced Training

• Presented results to Union, Board of Directors, and at a national conference