Date of Graduation
Summer 8-8-2025
Document Access
Project/Capstone - Global access
Degree Name
Master of Science in Nursing (MSN)
College/School
School of Nursing and Health Professions
Program
MSN project
First Advisor
Daniele Jaramillo DNP, RN, PHN
Second Advisor
Ana Viera-Martinez DNP, APRN-CNS, RNC-OB, CLE
Abstract
This quality improvement project focuses on optimizing the intake process for the Removal Defense Program at a nonprofit immigration legal office serving asylum-seeking clients. The existing intake relied on unstructured, phone-call-based intake interviews that gathered incomplete information, leading to inconsistent documentation, reduced efficiency, and significant client processing delays. A structured, multilingual, and multiplatform new-client admission protocol coupled with the implementation of a client-facing resource guide for waitlist clients were co-developed and implemented using the Lippitt Change Theory framework. Utilizing a mixed methods approach, the study involved staff interviews and observational assessments with staff members from the program. Baseline intake process satisfaction rating by staff was 6.5/10, prior to the implementation of new screening and intake procedures. After implementation, intake satisfaction scores improved by 5%, and staff reported reduced time spent on form clarification. Staff also expressed their satisfaction with the utility of the resource guide. The cost-benefit analysis projected a return ratio of 11.5:1. This intervention demonstrated a sustainable, low-cost model for improving intake operations in under-resourced legal settings. Despite the limited implementation time and number of clients the intervention was applied to, the overall project success supports the broader application of nurse-led systems redesign in non-traditional, community-based environments.
Recommended Citation
Linares, Johnny; Ngo, Julia Tran; Orea, Daniel; and Lopez, Atheana Yadira, "Enhancing Client Intake Efficiency in the Removal Defense Program: A Nursing-Led Quality Improvement Initiative" (2025). Master's Projects and Capstones. 1931.
https://repository.usfca.edu/capstone/1931
Included in
Bilingual, Multilingual, and Multicultural Education Commons, Civil Procedure Commons, Community-Based Learning Commons, Community-Based Research Commons, Community Health Commons, Cultural Resource Management and Policy Analysis Commons, Immigration Law Commons, Models and Methods Commons, Nonprofit Administration and Management Commons, Occupational and Environmental Health Nursing Commons, Other Nursing Commons, Public Affairs Commons, Public Health and Community Nursing Commons, Public Policy Commons, Social Justice Commons, Urban Studies and Planning Commons
