ROSC-LC Phase II: List of Effective Engagement Or Retention Techniques

ROSC-LC Phase II: List of Effective Engagement or Retention Techniques

Decrease timeframes between appointments
·  Install open/same day assessments
·  Create self-driven version of assessment
·  Create web portal for assessments
·  Mail assessments to potential clients
·  Develop client-driven plan
·  Involve clients in tx planning before enrollment
·  Develop self-help materials that clients can use while waiting
·  Establish a call-in line for potential clients
Create engaging enrollment process; e.g., social reinforcement
·  Develop helpful scripts that phone staff can use to engage callers
·  Develop tx orientation session
·  Provide OP/IOP tx orientation session to residential clients
·  Install social reinforcement procedures in groups
·  Implement commitment plans
·  Implement strength-based outreach procedures & form letters
Provide assertive outreach; e.g., phone calls, text messages or web
·  Provide phone calls for potential clients
·  Implement automated text messaging programs for clients in waiting
·  Implement email or texting capacity to reach clients
·  Implement a protocol to re-engage clients who have left AMA
·  Assign peers or case managers to reach out to clients before or after tx
Expand levels of care; e.g., add MI or brief interventions
·  Provide brief interventions as the first step in the assessment process
·  Provide phone or in-person MI to clients who miss appointments
·  Identify client’s needs & ideas for tx before assigning to a level of care
·  Develop a walk-in group for problem solving or MI techniques
·  Provide a treatment induction group
·  Increase opportunities for family to be involved in the engagement process
Add behavioral coaching techniques in the enrollment steps
·  Re-design the assessment process to focus on values & strengths
·  Implement coaching scripts for enrollment staff to use
·  Provide engagement calls that include behavioral coaching
·  Develop a triage for clients who miss appointments
·  Train staff to use solution focused questions during phone calls
·  Reduce tx plans to one page and focus on one or two short term objectives
·  Allow clients to select the time of the appointment
·  Create automated phone or text systems for reminders
·  Train staff to coach people to use pre-loading the brain techniques for weekly goal setting

David Loveland, Ph.D. – Community Care Behavioral Health at