Currently, qualified Californians with disabilities and aging individuals can receive consumer-directed care through the IHSS program. Despite the strong demand for the program, new consumers are still struggling to begin their service after enrollment.
This study assisted San Francisco In Home Supportive Services Public Authority to understand how new consumers can navigate the IHSS program services after enrollment. Focus group and semi-structured in-depth interviews were conducted to gather feedback from consumers regarding what type of information would they need after enrollment, and how would they want to receive the information. Based on the feedback, written and virtual deliverables were designed for new IHSS consumers. Consumers sampling was based on the four dominant languages within the population: English, Spanish, Cantonese, and Russian.
Findings: The study showed that consumers did not k what information to find after enrollment. Instead, consumers were navigating the IHSS program without any navigational resources. Higher dissatisfaction was found among English and Spanish speaking consumers than among the Cantonese and Russian speaking consumers. However, all consumers recommended that formal navigational resources need to be created. Based on the feedback, consumer training handouts and storyboards with accompanying scripts were created to deliver quick navigational information to new IHSS consumers.
After the study, it is recommended that further assessments should be completed to evaluate the use of multimedia to deliver IHSS consumer information.
","abstract_html":"<p>Currently, qualified Californians with disabilities and aging individuals can receive consumer-directed care through the IHSS program. Despite the strong demand for the program, new consumers are still struggling to begin their service after enrollment.</p> <p>This study assisted San Francisco In Home Supportive Services Public Authority to understand how new consumers can navigate the IHSS program services after enrollment. Focus group and semi-structured in-depth interviews were conducted to gather feedback from consumers regarding what type of information would they need after enrollment, and how would they want to receive the information. Based on the feedback, written and virtual deliverables were designed for new IHSS consumers. Consumers sampling was based on the four dominant languages within the population: English, Spanish, Cantonese, and Russian.</p> <p>Findings: The study showed that consumers did not k what information to find after enrollment. Instead, consumers were navigating the IHSS program without any navigational resources. Higher dissatisfaction was found among English and Spanish speaking consumers than among the Cantonese and Russian speaking consumers. However, all consumers recommended that formal navigational resources need to be created. Based on the feedback, consumer training handouts and storyboards with accompanying scripts were created to deliver quick navigational information to new IHSS consumers.</p> <p>After the study, it is recommended that further assessments should be completed to evaluate the use of multimedia to deliver IHSS consumer information.</p>","abstract_has_math":false,"creators":["Puran, Deloras N"],"institution":null,"degree_name":"Master of Science in Behavioral Health (MSBH)","degree_level":"Project/Capstone - Global access","degree_discipline":"Interdisciplinary Studies","degree_department":null,"school":null,"contributors":["Kathleen Raffel","Kelly L'Engle","Elana Karshmer"],"advisors":[],"committee_chairs":[],"committee_members":[],"year":2016,"date_issued":"2016-12-16T08:00:00Z","date_published":"2016-12-16T08:00:00Z","updated_at":"2026-07-24T05:43:40Z","subjects":["IHSS","consumer","consumer information material","public authority","navigation","Geriatric Nursing","Public Health and Community Nursing"],"languages":[],"rights":[],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":"https://repository.usfca.edu/capstone/379","outbound_label":"Repository record","outbound_source":"dc:identifier"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor","label":"Contributor","values":["Kathleen Raffel","Kelly L'Engle","Elana Karshmer"]},{"key":"dc:creator","label":"Author","values":["Puran, Deloras N"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date.available","label":"Dc Date Available","values":["2016-08-11T07:00:00Z"]},{"key":"thesis:degree_discipline","label":"Discipline","values":["Interdisciplinary Studies"]},{"key":"thesis:degree_level","label":"Degree Level","values":["Project/Capstone - Global access"]},{"key":"thesis:degree_name","label":"Degree Name","values":["Master of Science in Behavioral Health (MSBH)"]}]},{"id":"subjects_keywords","label":"Subjects and Keywords","entries":[{"key":"dc:subject","label":"Dc Subject","values":["IHSS","consumer","consumer information material","public authority","navigation","Geriatric Nursing","Public Health and Community Nursing"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier","label":"Identifier","values":["https://repository.usfca.edu/capstone/379"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description.abstract","label":"Abstract","values":["Currently, qualified Californians with disabilities and aging individuals can receive consumer-directed care through the IHSS program. Despite the strong demand for the program, new consumers are still struggling to begin their service after enrollment.
This study assisted San Francisco In Home Supportive Services Public Authority to understand how new consumers can navigate the IHSS program services after enrollment. Focus group and semi-structured in-depth interviews were conducted to gather feedback from consumers regarding what type of information would they need after enrollment, and how would they want to receive the information. Based on the feedback, written and virtual deliverables were designed for new IHSS consumers. Consumers sampling was based on the four dominant languages within the population: English, Spanish, Cantonese, and Russian.
Findings: The study showed that consumers did not k what information to find after enrollment. Instead, consumers were navigating the IHSS program without any navigational resources. Higher dissatisfaction was found among English and Spanish speaking consumers than among the Cantonese and Russian speaking consumers. However, all consumers recommended that formal navigational resources need to be created. Based on the feedback, consumer training handouts and storyboards with accompanying scripts were created to deliver quick navigational information to new IHSS consumers.
After the study, it is recommended that further assessments should be completed to evaluate the use of multimedia to deliver IHSS consumer information.
"]},{"key":"dc:title","label":"Title","values":["IHSS: Repackaging Consumer Information"]}]}],"canonical_facts":{"dc:contributor":["Kathleen Raffel","Kelly L'Engle","Elana Karshmer"],"dc:creator":["Puran, Deloras N"],"dc:date.available":["2016-08-11T07:00:00Z"],"dc:description.abstract":["Currently, qualified Californians with disabilities and aging individuals can receive consumer-directed care through the IHSS program. Despite the strong demand for the program, new consumers are still struggling to begin their service after enrollment.
This study assisted San Francisco In Home Supportive Services Public Authority to understand how new consumers can navigate the IHSS program services after enrollment. Focus group and semi-structured in-depth interviews were conducted to gather feedback from consumers regarding what type of information would they need after enrollment, and how would they want to receive the information. Based on the feedback, written and virtual deliverables were designed for new IHSS consumers. Consumers sampling was based on the four dominant languages within the population: English, Spanish, Cantonese, and Russian.
Findings: The study showed that consumers did not k what information to find after enrollment. Instead, consumers were navigating the IHSS program without any navigational resources. Higher dissatisfaction was found among English and Spanish speaking consumers than among the Cantonese and Russian speaking consumers. However, all consumers recommended that formal navigational resources need to be created. Based on the feedback, consumer training handouts and storyboards with accompanying scripts were created to deliver quick navigational information to new IHSS consumers.
After the study, it is recommended that further assessments should be completed to evaluate the use of multimedia to deliver IHSS consumer information.
"],"dc:identifier":["https://repository.usfca.edu/capstone/379"],"dc:subject":["IHSS","consumer","consumer information material","public authority","navigation","Geriatric Nursing","Public Health and Community Nursing"],"dc:title":["IHSS: Repackaging Consumer Information"],"thesis:degree_discipline":["Interdisciplinary Studies"],"thesis:degree_level":["Project/Capstone - Global access"],"thesis:degree_name":["Master of Science in Behavioral Health (MSBH)"]},"updated_at":"2026-07-24T05:43:40Z"}