Case Synopsis

The case follows Ruksana Kadam, the 2SLGBTQ+ Programs and Community Engagement Manager at the HIV/AIDS Caring Communities (HACC). She has been tasked with developing and implementing a new service delivery model to be adopted at the HACC. The board and executive director are seeking change in order to improve services and care for its diverse clients. The new service delivery model would involve dissolving the current teams, which focused on priority populations such as people who have HIV/AIDS, 2SLGBTQ+ individuals, those who need harm reduction services, and African, Caribbean, and Black communities. The plan would involve creating two new teams – a health promotion team and a community engagement team. Where can Ruksana turn to learn more about organizational change? Have any similar agencies faced such a large change and how did they accomplish it? Are there known pitfalls that she should avoid? The goal of the case note is to allow students to understand the perspectives of stakeholders such as community members, funding organizations, and partnering organizations in a region with a very diverse population. The students will also be given an opportunity during class to formulate the exploratory stage of implementation.

Case Objectives

  1. Adopt a systems-thinking approach to understand the contextual factors influencing HACC’s decision to change their service delivery model.
  2. Understand the perspectives and motivations of different internal and external stakeholders who may promote or oppose this change.
  3. Apply implementation science principles to formulate a plan that will help the organization in transitioning from working in silos to providing collaborative care.

Case Study Questions

  1. Was there a need to change the service delivery model of the organization? How will the new model address intersectionality?
  2. How would the demographics of the Region of Yorkville play a part in the creation of a new service delivery model?
  3. How would the different external stakeholders and funding organizations influence the change in the service delivery model?
  4. What are the potential facilitators and barriers to the change during the exploration stage?


Active implementation, implementation science, intersectionality, service delivery, systems-thinking approach, change, service delivery models



Recommended Citation

Pandey, S., Perera, Y., & Speechley, M. (2020). Changing the Service Delivery Model: How to Make it Happen? in: McKinley, G. & Speechley, M. [eds] Western Public Health Casebook 2020. London, ON: Public Health Casebook Publishing.