Program Implementation

Tips to Implementation: By learning first hand from Connectinc, Northern Connections began program operations successfully. In addition, the lessons learned and successes of Connectinc have helped Northern Connections secure funding.

Keys to Success:

• Reliable software - Used software developed by Connectinc, which has reduced the need for Northern Connections to develop and test new software.
• Credibility - Part of West Central Initiative, which lends credibility to Northern Connections.
• Efficient - Counseling staff average 30 contacts a day.
• Proactive, intensive approach - Outbound calls proactively identify issues and solve problems, averaging 30-35 contacts per customer.
• Accessible - Operates 9:00 a.m. to 8:00 p.m. Monday through Friday and 9:00 a.m. to 5:00 p.m. on Saturday.
• Coaches and models - Overcomes participant inertia or fears through use of its three-way calling technology. During the call, the contact is made rather than relying on follow-up action after the contact.
• Flexible - Approach can be modified for multiple types of services, thereby generating efficiencies in operations.