Customer Value Story:
Integrating Risk Management and Incident Management
In this LogicManager case study, we’ll describe how the YMCA of Greater Boston uses risk-based incident management to protect their members.
LogicManager has helped the YMCA of Greater Boston automate and streamline their incident reporting and resolution process. They have been able to implement their new incident management process across teams.
YMCA of Greater Boston: Case Study
Founded in 1851 as America’s first Y, the YMCA of Greater Boston strengthens the Greater Boston community through a focus on youth development, healthy living, and social responsibility. As a branch of the global YMCA organization, the YMCA of Greater Boston ranks as one of the largest urban Y’s in the nation.
Recreation Facilities & Services
The YMCA of Greater Boston needed a better way to account for all of the incidents occurring across their twelve branches and proactively protect their employees, members, and communities. In a given year, this Y addresses as many as 400 incidents. Managing these incidents, including policy violations and safety-related incidents such as slips, trips, and falls, proved to be logistically challenging using a manual process. This involved the creation of a physical incident form, scanning it, and emailing it to the incident management group who was then responsible for ensuring its resolution.
The organization realized that this manual collection, prioritization, and distribution method was an inefficient and unnecessarily time-consuming process. Without a centralized framework in which to collect and review incidents, it was difficult to track the status of the incident’s resolution, analyze the data being collected, and create actionable and meaningful reports
“Upon implementation, the organization saw an immediate increase in reported incidents, demonstrating that the online incident form encouraged more users to speak out.”
LogicManager helped the YMCA of Greater Boston automate and streamline their incident reporting and resolution process. By building out a web-based incident form, and making it available to all twelve branches, anyone working at these locations is now able to easily report an incident. Because this form is standardized, management is now sure they are collecting all the necessary information every time an incident is reported. After the incident is submitted, it is automatically routed to that branch’s operations manager who is then able to escalate it to the YMCA Boston’s management team.
This new process gave the organization complete oversight over all reported incidents. This means they can easily aggregate their data, analyze their metrics to identify trends across the organization and develop stronger remediation tactics. Creating an automated workflow to collect and resolve incidents freed up management’s time, allowing them to reduce incident management costs and reallocate resources to the most impactful areas of the organization.
Post Case Update
The YMCA of Greater Boston has been able to adopt their new incident management process across teams. Upon implementation, the organization saw an immediate increase in reported incidents, demonstrating that the online incident form encouraged more users to speak out. The company has also been able to collect more objective and accurate data. This increased confidence in their metrics and has enabled more time to be spent developing effective mitigation activities that prevent incidents from reoccurring. Aligning these operational processes with their strategic goals has enabled the YMCA of Greater Boston to create and maintain a safe and fun environment for their employees, customers, and communities