Non-Profit Organization Increases Capacity by 19% to Serve Vulnerable Youth

A non-profit organization that supports vulnerable youth by facilitating mentorship matches that empower individuals to form healthy relationships and be better equipped to deal with life’s adversities.

Reduction in Wait Time for Placements
Mentee/Mentor matches 


This client was unable to meet a growing demand for vulnerable youth seeking mentorship. With over 1,000 service requests in the funnel, they only had capacity to serve 270, and had been struggling to close the gap in demand for 10 yearsTPG assisted this non-profit organization as part of our “Purpose Beyond Profit” volunteer program to significantly improve service capacity without increasing overhead costs.  


Our team set up interviews and engaged with 100% of the employees working on the 1:1 mentorship program value stream. An end-to-end process simulation was produced for workflows to analyze and identify constraints and bottlenecks in the system. A few of the methods involved to turn this organization around included: 

  • Comparing cycle and task times – cycle time processes exceeded task time required to achieve targets 
  • Developed standardized set of tools – to streamline the system for recruiting, matching, and back-end support processes 

Value Created

As a result of our engagement, this organization received a system and developed the capability to improve performance in their 1:1 mentorship program, as well as across their four other service offerings: 

  • Active cases (matched youth with mentors) increased from 270 to 320 and are now in “steady state” with no added resourcing 
  • New matches per week increased from 2 to 5 on average, balancing incoming demand to sustain case capacity above 30  
  • A 33% reduction in wait times for pairing youth with mentors was achieved 

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