Case Study: YMCA Newcomer Connections improves service consistency and onboarding with ProcedureFlow

YMCA Leverages ProcedureFlow spending less time ‘looking’ and more time ‘doing’

YMCA Newcomer Connections, a service of the YMCA of Greater Saint John, faced a challenge in maintaining consistent service and preserving critical knowledge across its diverse programs. With employee turnover and absences, valuable information was often lost, forcing staff to spend time searching for answers to client questions instead of providing direct support. They turned to the vendor ProcedureFlow for a solution to this knowledge management challenge.

By implementing ProcedureFlow, the organization created a single, central, and visual repository for all its critical information. This solution allowed YMCA Newcomer Connections to quickly capture institutional knowledge from experienced employees, making it easily accessible to all staff. As a result, employees now spend less time looking for information and more time assisting clients, while onboarding for new staff has been significantly improved. ProcedureFlow ensured that service consistency was maintained regardless of staffing changes.

YMCA Newcomer Connections

Angelique Simpson

VP of Newcomers and Community Connections