⭐ CASE STUDY #1 — Veteran Peer-Support Program Engagement

(For Veteran-Serving Nonprofits / VSOs)

Client Type

Veteran-Serving Nonprofit (VSO)

The Challenge

The organization saw low engagement in its peer-support program and needed to understand why veterans were not attending or returning after the first visit. Leadership wanted insight into barriers-to-care, outreach messaging, and program design.

Approach & Methods

  • Lived-experience interviews with program-eligible veterans

  • Listening sessions with current and past participants

  • Thematic coding & insight synthesis

  • Review of outreach messaging and scheduling patterns

Key Insights

  • Veterans felt the program “didn’t reflect their lived reality”

  • Outreach language was too clinical, not relatable

  • Scheduling conflicted with work, family, and VA appointments

  • Transportation and uncertainty about what to expect created hidden barriers

  • Many veterans desired more structure and peer-led elements

Recommendations

  • Redesign outreach using authentic veteran language

  • Adjust scheduling to evenings/weekends for broader access

  • Incorporate a “Veteran Ambassador” welcome process

  • Provide clear expectations and session flow in advance

  • Add structured peer-guided components

Impact / Outcomes

  • Improved clarity and trust in the program

  • 30–40% increase in inquiries and engagement trends

  • Stronger alignment between program delivery and veteran needs

  • Greater readiness for grant funding and evaluation