An AI-Enabled Framework for Human-Centred Policy Design
Transforming Internal Processes Leveraging Future Technology
Silvera for Seniors, a trusted non-profit provider of housing and services for older adults in Calgary, saw an opportunity to rethink how policies could better support their staff and residents. Their current 77 policies, with over 70,000 words in total, were complex and difficult for their multilingual workforce to understand, which meant staff relied on word-of-mouth interpretations of specific policies, creating confusion and hindering their decision-making.
J5 partnered with Silvera, using AI-enhanced tools to support our service design methodology. Our work focused not only on modernizing policies, but also on building a framework that strengthened Silvera’s culture and enabled staff to bring their values to life in everyday decisions.
INDUSTRY
Healthcare
CLIENT
Silvera for Seniors
WHY IT MATTERS
This transformation positions Silvera as a sector leader demonstrating how organizations can balance regulatory compliance with staff engagement. The values-based framework that the was developed during the project creates an environment where AI can be used responsibly to increase the speed of consolidation while leveraging the strengths of human input rather than replacing it, enabling confident decision-making at every organizational level. By evolving from a documentation project into a stepping stone for organizational transformation, Silvera developed a scalable methodology that other senior care organizations can adopt without compromising their data security. Most importantly, the solution ensured that staff themselves can live their best professional lives while delivering exceptional care to residents.
PROCESS HIGHLIGHTS
100+ participants across executive interviews, workshops, and prototyping sessions with frontline delivery staff, managers, and leadership teams.
Impact
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Employee Level
94% of previously inaccessible policies are now clear for staff, making it easier for them to do their jobs effectively
The values-based framework ensures that policies remain human-centred and aligned with both the organizational mission and employee’s needs
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Organizational Level
40% target reduction in policy volume, increasing clarity and adherence.
Developed a ready to implement framework, hinged around 6 values-based policies, streamlined operations, and detailed standard operating procedures.
