Case Study: Program Engagement

Understanding Barriers to Program Engagement

Background & Research Goal

Our non-profit partners across the country seek 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 program participants from completing services, with a focus on scheduling and format of service delivery.

Research Methodology

• 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

Key Findings & Insights

• 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.

Impact & Outcomes

• Research findings led to one program condensing their service delivery schedule, increasing program completion rates in the following 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.

Reflection & Takeaways

• 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.