Date of Graduation

Winter 12-16-2016

Document Access

Project/Capstone - Global access

Degree Name

Master of Science in Behavioral Health (MSBH)


School of Nursing and Health Professions


Interdisciplinary Studies

First Advisor

Kathleen Raffel

Second Advisor

Kelly L'Engle

Third Advisor

Elana Karshmer


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.