Finding the “Yes” and Closing the Loop on Food Access
This success story was submitted by Juan Davila, the Director of Case Management at Meals on Wheels of the Greater Lehigh Valley.
PA Navigate has changed how we connect people to Meals on Wheels of the Greater Lehigh Valley and to the broader network of support they need. It allows us to respond faster, coordinate better, meet our clients’ needs, and be effective.
When someone calls seeking assistance, “no” or “we can’t help” should never be the answer. Through PA Navigate, Meals on Wheels of the Greater LV is able to receive referrals directly from healthcare providers, managed care organizations, and community partners—reducing delays and improving access for older adults and homebound residents 18 and over experiencing food insecurity and/or social isolation. The platform supports real-time communication, ensuring referrals are tracked and followed through to service delivery.
Unfortunately, there are times when Meals on Wheels is unable to meet someone’s needs. PA Navigate allows us to find the “yes” for that client and “close the loop”. If we can’t help you, PA Navigate can find an organization that does.
At Meals on Wheels LV, we are more than just a meal. Utilizing PA Navigate allows clients to make an informed decision and choice in what organization can and will meet their needs. We provide more than just a meal. Our staff and volunteers are often the first to notice changes in health status, safety, or isolation. Our volunteers are the eyes and ears in the community. PA Navigate gives us a clear pathway to connect participants to additional resources when those needs arise.
Since adopting PA Navigate, Meals on Wheels has increased referral efficiency and expanded their reach to residents who may not have previously known how to access services. Data captured through the platform allows programs to better identify trends related to food insecurity, social isolation, and unmet needs—helping partners target resources where they are needed most.
Having shared data and a common referral system strengthens the entire care continuum, “closing the loop”. PA Navigate ensures healthcare providers can focus on clinical needs while Meals on Wheels and other nonprofits address the social factors that impact health outcomes. To date, we have successfully “closed the loop” for 96% of our referrals and have been able to reduce our intake to delivery time dramatically.
As utilization continues to grow, PA Navigate is becoming an essential component of Meals on Wheels service delivery, supporting whole-person care and helping ensure nutritious meals and supportive services reach residents quickly, efficiently, and close to home. We will continue to work on “closing the loop” and providing effective solutions to social problems.