Page 24 - MDS final deliverable

BROADER SYSTEM: INSIGHT EIGHT
COMMUNITY COMPASS
The majority of families and participants engage with MDS as a result of ‘word of mouth’ referrals and the gentle promptings of specialists and trusted authorities in the community. These referees are like ‘compasses’ that point customers in the right direction for the required support. Families and participants seldom discover MDS purely as a result of their own research or enquiries. People appear to research MDS only after a referral or recommendation was provided.
AWARENESS OF MDS
Referrals and word of mouth is key for the growth of MDS. Referrals can be from neighbours, friends, acquaintances, community centers, parole officers, support workers, doctors and other service providers.
Families and participants are generally positive and welcoming of MDS as they receive support that they may not have been able to access otherwise. Particularly with mental health participants, they feel that MDS can really help them through the messy process of finding the right support.
DECISION MAKING
Participants choose MDS because of the welcoming environment, friendly staff, bright branding and the large range of programs. The secondary reason for their decision to choose MDS is geographical proximity.
POSSIBLE IDEAS AND CONSIDERATIONS WHEN DEVELOPING SOLUTIONS
• Partnerships: There is an opportunity for MDS to actively identify and nurture partnerships with key stakeholders in the community to increase participants coming through their pipeline. There is an opportunity to build active networks within the disability support community and become known as the ‘provider of choice’.
• Keep close to parents: Parents have a strong influence on program decisions but most of them feel like they don’t have enough interaction and communication with MDS staff. Keeping the parents close can help increase referrals and repeat uptake of MDS services.
• Being ‘present’ in the early stages of the person’s life and early intervention (especially when it comes to participants with mental-health issues) will help drive more customers to MDS.
MDS is known in the local community and attracts its customers mainly through word of mouth referrals and recommendations from trusted specialists and authorities.
More applicable to:
CENTRE BASED
PATHWAYS TO EMPLOYMENT
MENTAL HEALTH
Commercial in confidence
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