From September to December 2024, the Doula Program saw a steady increase in capacity, reaching 73%. This growth was driven by a shift in enrollment policy that allowed doulas to support up to three clients per month starting in December. The addition of Jaya to assist with intakes also streamlined the onboarding process, ensuring that more clients could be enrolled and matched with doulas quickly. Community outreach during this time helped increase awareness and referrals, contributing further to program growth. However, a sharp decline occurred in January 2025, which can be attributed to staffing transitions. With several doulas exiting the program and new ones still being onboarded, capacity temporarily dropped before stabilizing again.

Key partners in maintaining and expanding program capacity include clinic referral sources, intake coordinators, and community-based organizations that help identify and refer eligible clients. Internally, the intake and scheduling teams play a vital role in efficiently processing referrals and assigning clients. Community partners—such as public health departments, family support programs, and prenatal care providers—are also instrumental in spreading awareness and encouraging early engagement. Their alignment with SisterWeb’s mission helps ensure a steady flow of new clients and reinforces trust in the services offered.

Several strategies have proven effective in boosting program capacity. Outreach efforts—particularly those led by staff with deep community ties—have helped clarify referral processes and remind partners that SisterWeb is actively accepting new clients. Adjusting the client-per-doula ratio created more flexibility within the team, allowing them to take on more cases without compromising care quality. Jaya’s role in streamlining the intake process also helped reduce delays and ensure eligible clients were enrolled promptly. Defining clear referral criteria and improving communication with external partners contributed to more efficient client matching.

To maintain or return to full capacity, SisterWeb can continue investing in intake support, onboarding processes, and community engagement. Strengthening training and mentorship for newly hired doulas will help close gaps during staffing transitions. Ongoing collaboration with referral partners should include regular updates on program availability, eligibility guidelines, and feedback loops to reinforce shared goals. Additionally, analyzing referral trends and identifying under-engaged communities could help inform targeted outreach efforts. Sustaining high capacity will require a balance of internal readiness and external visibility, supported by consistent systems and strong partnerships.