Information is central to ResCare’s business. Health and human-services professionals in 41 states, Puerto Rico, and Canada help people in homes, schools, and workplaces, regardless of location. Because they must observe stringent guidelines and client-information security procedures, ResCare’s workers rely on access to policies and manuals as well as the latest forms. Company activities, campaigns, and news, while less vital, also are important to building a cohesive culture for this far-flung workforce.
“We operate in a highly regulated and specialized industry,” says Karen Lasley, ResCare communication director. “Whether they are helping people get in and out of bed or dealing with a crisis situation, our employees need the resources and information to do their jobs swiftly and properly.”
To improve information access across the organization, ResCare launched a new intranet based on the Oracle Stellent Enterprise Content Management (ECM) system. Gaps in Stellent’s search functionality soon began to emerge, however. Searches delivered high returns but poor relevance – an issue made worse by frequently used acronyms.