ADRC Call Center Analysis
Timeline: May 2025 - August 2025
Role: Senior UX Research Fellow & Project Facilitator
A partnership with the Council on Aging of Southwestern Ohio to analyze over 500 Aging and Disabilities Resource Center (ADRC) call transcripts, using manual methods to identify unmet client needs and operational opportunities. The project resulted in a strategic roadmap highlighting service gaps, potential partnerships, and new service concepts to better support older adults across Southwest Ohio.
Uncovering Insights from 50,000+ Annual Calls to Strengthening Services
Analyzing ADRC call data to identify unmet needs, operational opportunities, and strategic priorities
The Council on Aging (COA) of Southwestern Ohio, through its Aging and Disabilities Resource Center (ADRC), receives 3,000 – 4,000 calls per month, amassing over 50,000 recordings annually. These recordings contain a wealth of data about client needs, services, operational challenges, and community differences, yet much of this information remains untapped. The primary goal of this project was to conduct a qualitative analysis of over 500 transcripts to identify unmet needs, operational opportunities, and strategic directions to enhance service delivery, operational efficiency, and community partnerships.
Multi-Layered Qualitative and Quantitative Analysis to Reveal Strategic Opportunities
Extracting themes and context from 500+ client calls
Conducted a manual review of more than 500 call transcripts, applying thematic coding and clustering using Miro to identify patterns and recurring needs. To deepen the analysis, we held follow-up co-creation sessions with staff to contextualize the findings and validate emerging themes.
Landscape analysis of programs, counties, and community support models
Reviewed existing programs and service data to understand current offerings and performance. We also conducted regional comparisons across counties to examine geographic differences in needs and service utilization. Additionally, we benchmarked similar community-support programs to identify effective models and potential opportunities for improvement.
Leveraging qualitative and quantitative analysis
Performed a thematic clustering of client needs, unmet needs, and operational opportunities on Miro. Visualized the relationships between caller type, county, and call outcomes. Integrated qualitative codes for deeper data storytelling.
Critical Challenges Facing Older Adults Navigating Services
Eligibility restrictions
Significant service gaps across all counties.
Housing support needs
Desire for hands-on assistance, including financial help.
Immediate needs unmet
Limited timely solutions for housing, utilities, and transportation
System confusion
Self-callers struggle to navigate healthcare and social services.
Prioritizing Opportunities with Clients
Co-Creation Testing and Refinement with Stakeholders
Developed concepts that prioritized:
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Enhancing call screening and triage systems
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Community-specific resource guides
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Staff training and data access improvements
Final Deliverables
Call Analysis Report
An accessible, data-informed summary of 510 analyzed ADRC calls, visually depicting patterns in client needs and service outcomes to inform strategic priorities and operational improvements.
Formatted and designed by Brianna Dzuriscko
Program Redesign Example: STEPs to Stability
Current Program:
Provides financial relief for utilities and home repairs/ modifications for older adults (838 people served in 2023).
Proposed Redesign:
Expand STEPs to Stability into a multi-tiered model addressing diverse unmet needs (housing, utilities, transportation). Projected reach is 2,000-6,500 individuals annually.
Formatted by Alex Gao
Outcomes and Impact
The final recommendations positioned COA to: