Customer Story - Hopelink

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Rethinking how to
continue success

When a community service organization needed to validate how it runs its business, we helped transform how it thinks about its business.

It can be easy to take transportation for granted, but for our low-income and underserved neighbors, it can be the difference between isolation and survival. Hopelink’s transportation program provides rides to medical visits and appointments for thousands of residents in need. As part of this pro bono program, we helped Hopelink strengthen its operational structure, ensuring that its cornerstone transportation program continues to receive critical funding.

Helping people. Changing lives.

  • Founded: 1971

  • Serves: Homeless and low income community members in WA’s King and Snohomish counties

  • Provides: Food, Housing, Family Development, Adult Education, Financial Education, Transportation, Energy Assistance, ER Financial Assistance

  • Mission: Promote self-sufficiency for all members of our community in a way that creates lasting personal and community change

people working together in an office setting

Dollars and cents

Each year, Hopelink provides more than 1 million rides to medical appointments and 900,000+ Dial-a-Ride Transit (DART) trips. Hopelink’s transportation program is largely funded through competitively bid contracts. With contract renewals for funding around the corner, the organization needed to prove its program’s organization, efficiency, and scalability to its funding sources.

Infrastructure improvements

We talked to more than 30 leaders at Hopelink and its visiting care sites. Understanding their insights and needs allowed us to help build the foundation for program improvements.

  • Division-wide readiness assessment, delivering current-state insights and a solid baseline for future assessments

  • Repeatable approach, standardized templates, and cross-organizational contract review process to assess both existing engagements and new funding opportunities

  • New organizational structure that redefined existing roles and identified new ones

  • Efficiency matrix with a numbers-driven scoring tool to help Hopelink prioritize initiatives

  • Strategic planning framework to help Hopelink gather, organize, and assess initiatives

"The business results were awesome, but the change to the way we think about how we serve clients and run our business was transformational.”
- Tim Johnstone, Chief Strategy Officer

No interruption in service

For the first time ever, Hopelink got a comprehensive view of its operations—including people, processes, and tools. The initiative helped it meet its contractual obligations and build a roadmap for the future.

Individuals and families in need can continue to count on Hopelink’s transportation services to lead healthy and active lives.

Slalom gives back

Would you take 80% of your pay for three months in order to help your community? Our consultants do. As part of our up-and-coming Philanthropy Fellow Program, seasoned consultants volunteer their expertise to benefit a local non-profit in a pro bono engagement.


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