The HIV Services Program at Shanti Project offers free non-judgmental, harm reduction-based support services to people living with HIV. Their services include client advocacy, care coordination, emotional support, health education, and isolation-reducing programming. In 2021, Shanti hired Facente Consulting to develop promotional materials to educate clients and referring providers about their services.
To identify the root of the problem Shanti was trying to solve through new promotional materials, Facente Consulting first held guided discussions with the HIV Services Program management team and conducted interviews with program staff members. Through these conversations, we identified an uptick in inappropriate referrals being made to Shanti by external providers, leading to dissatisfied clients who felt their needs were not being adequately met. To address this issue, Facente Consulting designed two new sets of promotional materials, (i) one to educate providers about Shanti’s programs, and (ii) another to help clients manage expectations of what they would receive at Shanti. We also produced a final report with recommendations on how Shanti could address the issue of inappropriate referrals beyond disseminating the new promotional materials.