Public Works Alliance is a collaborative of policy experts, system leaders, researchers and advocates that designs and implements career development programs for underserved and system-involved youth. Their flagship, EMS Corps, trains young people from underrepresented communities for careers in emergency medical services.
Case Study
EMS Corps: Accelerating National Expansion with a Scalable Program Management Platform
13
new programs
100+
applicants/region
$200K+
saved on tech
Company
publicCalifornia, USA
Industry
Public Sector
Key features used
CMS
Custom Objects
Metrics Dashboard
Smart Pipeline
User Permissions
Email Automation
Custom Objects
Metrics Dashboard
Smart Pipeline
User Permissions
Email Automation
Introduction
After training more than 400 young people across across two sites in the Bay Area with a program completion rate of 90% and first time pass rates on the EMT national exam that outperformed the national average by double digits, EMS Corps began to garner national attention as a model for simultaneously addressing a critical workforce shortage in EMS while providing a career path into healthcare for young people historically underrepresented in the field.
Public Works Alliance secured funds to scale the program dramatically in multiple states. Grants from New Mexico’s Department of Children Youth and Families, California’s Employment Development Department, and a contract with the City of New Orleans would add 14 new sites, 11 of them in less than 18 months.
What would have taken months and a six-figure budget had we gone with other solutions, Ontraport delivered in weeks at a fraction of the cost.
Chief Operating Officer
The Challenges
The Challenges
A few months into the set up of the first new site in Albuquerque, New Mexico, two challenges came into focus:
- The administrative processes that kept the program going — from accepting and reviewing applications to tracking corps members’ stipends — were all done manually and required capacity that would be difficult to scale quickly across new, decentralized teams. Additionally, the grants funding the expansion came with performance and tracking requirements that added to the administrative burden.
- Much of what made the program so successful depended on individuals who had been working with the program for more than a decade.
Scaling the program in a short period of time with new and lightly resourced local teams while maintaining high fidelity to the original program model would require systematizing and automating aspects of the program. Specifically EMS Corps needed a solution that could:
- Handle large volumes of applications, allowing students to upload necessary documents, save progress and avoid starting over if they couldn’t complete the application in one session
- Automate multi-stage approvals that involved numerous stakeholders who didn’t sit in the same office
- Streamline administrative tasks such as issuing demerits, managing stipends and tracking corps members’ immunizations
- Facilitate communications with corps members over the course of the five-month program
- Track program performance across multiple aspects including case management encounters, EMT exam scores, and corps member satisfaction, graduation and employment rates
EMS Corps received a $250,000 bid for a Salesforce solution (not including licensing costs) that would take more than six months to build.
The Solution
The Solution
Ontraport created a solution within four months that automated the application process, streamlined communications with students and tracked corps member stipends. Subsequent iterations added reminders, tools and worksheets for case managers; automated delivery of training content to program staff; automated student surveys; employment trackers; and a program dashboard.
Building a Scalable Application Management System
At the heart of EMS Corps’ operations is the student application process, which requires a considerable amount of documentation and ongoing engagement. Ontraport created a solution that allowed applicants to:
- Create accounts and save progress: Students could log in and return to their application at any time, reducing dropout rates from application fatigue.
- Upload necessary documents: The platform made it easy for applicants to attach important documents, such as transcripts and recommendations, directly to their application.
- Receive automated reminders: The system triggered reminders for incomplete applications, ensuring that students met deadlines without manual follow-ups from staff.
Automating a Multi-Stage Approval Processes
With applications involving multiple decision-makers, many of whom were non-technical, EMS Corps needed a solution that simplified the approval workflow. Ontraport’s system introduced:
- A drag-and-drop interface for stakeholders: Reviewers could easily move applications through the approval process, significantly reducing the learning curve for non-technical users.
- Automatic notifications: The system automatically alerted the next reviewer when an application was ready, eliminating delays due to missed communications.
- Custom access levels: Each stakeholder had appropriate permissions, ensuring data security while maintaining a smooth flow of information.
Streamlining Program Launches Across Multiple Regions
EMS Corps’ expansion plans called for rapid launches in various cities, each with its own unique needs. Ontraport’s solution enabled them to:
- Duplicate program templates: Each new region’s program could be spun up by duplicating existing templates, complete with the website, application portal and follow-up processes.
- Launch programs in minutes: New regions didn’t need weeks of preparation to go live — programs could be launched in minutes using Ontraport’s scalable infrastructure.
- Maintain consistency: Each region followed standardized processes, ensuring that the quality of the program remained high across all sites.
Implementing Dashboards for Real-time Visibility
Understanding the performance of each region's program was crucial for both internal stakeholders and external funders. Ontraport’s custom dashboards provided:
- Real-time insights: EMS Corps could track the status of applications, monitor program engagement and member survey results, and view attendance data in real-time.
- Data-driven decision-making: Program directors could quickly identify bottlenecks or issues in the application or training process and adjust as needed.
- Stakeholder reporting: These dashboards provided transparent data for funders, helping EMS Corps showcase its impact and secure ongoing support.
Enhancing Participant Tracking and Compliance
Once students were accepted into the program, EMS Corps needed to ensure that they adhered to program policies and performed well. The system tracked:
- Attendance and performance: Facilitators could easily monitor whether participants were meeting expectations.
- Automated compliance monitoring: Payments to students were automatically adjusted based on their compliance with program rules, streamlining a previously manual process.
- Integrated communication: The system sends automated messages to participants, keeping them informed of their standing and next steps.
Creating a Post-Program Learning Portal
To ensure ongoing success for its graduates, EMS Corps needed a way to provide continued education and resources after program completion. Ontraport built a comprehensive learning portal where alumni could access resources such as educational videos and worksheets, as well as engage with their fellow alumni to foster a network of support and collaboration.
Ontraport became an essential partner in helping us scale EMS Corps from a single program to a national model. Their ability to understand our needs and provide a flexible, scalable platform that is always evolving was — and still is — a key to our success.
Chief Operating Officer
Results
Results
- Launched 13 new sites across four states in 12 months
- 100+ applications processed per region
- Hundreds of hours saved through automation
- $200,000+ saved compared to the initial Salesforce bid
Looking Ahead
Looking Ahead
By leveraging Ontraport’s platform, EMS Corps not only expanded its reach but also ensured that every participant, in every region, received the same high-quality experience. Ontraport allowed them to focus on their mission: empowering underrepresented youth for successful careers in EMS. As EMS Corps continues to scale, their partnership with Ontraport ensures that their operations remain efficient and effective, no matter how far they grow.
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Founder and CEO
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Founder and CEO
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Chief Operating Officer
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