{"id":12819,"date":"2020-11-12T22:17:03","date_gmt":"2020-11-12T22:17:03","guid":{"rendered":"https:\/\/messagemedia.com\/au\/case-studies\/sms-reminders-reduce-parolee-no-shows\/"},"modified":"2024-03-18T05:25:18","modified_gmt":"2024-03-18T05:25:18","slug":"sms-reminders-reduce-parolee-no-shows","status":"publish","type":"case-studies","link":"https:\/\/messagemedia.com\/au\/case-studies\/sms-reminders-reduce-parolee-no-shows\/","title":{"rendered":"SMS reminders study shows 43% reduction in parole no-shows for US probation officers"},"content":{"rendered":"\n<p><a rel=\"noreferrer noopener\" href=\"http:\/\/www.marquisware.com\" target=\"_blank\">Marquis Software<\/a>\u202fis a leading provider of Offender Management Systems.<\/p>\n\n\n\n<p>For over 38 years, they have pioneered the enterprise-wide automation of corrections software with their electronic Offender Management Information System (eOMIS\u00ae).&nbsp;&nbsp;The eOMIS\u00ae&nbsp;system&nbsp;offers unsurpassed solutions for Inmate Management, Electronic Health Records and Community Supervision.<\/p>\n\n\n\n<p> Marquis Software is the largest provider of Offender Management Software in the world and&nbsp;has been implemented in eight state\u202fDepartment of Corrections\u202fand over&nbsp;16&nbsp;county jails.&nbsp; <\/p>\n\n\n\n<p>Dr.&nbsp;Stephen Payne, Director of Research and Development, explains&nbsp;how Marquis has become the&nbsp;industry&nbsp;leader, &#8220;<em>We are&nbsp;committed&nbsp;to&nbsp;quality improvement, advanced research,&nbsp;and&nbsp;innovative use of&nbsp;the latest&nbsp;technology. One example of this is&nbsp;our&nbsp;InTouch&nbsp;Suite of mobile applications, which extends the power of the&nbsp;eOMIS\u00ae system to staff&nbsp;and&nbsp;parolees&nbsp;via smartphones and tablets.&nbsp;Another example is the research&nbsp;we&nbsp;sponsor&nbsp;on the effectiveness of&nbsp;our newest technology, such as&nbsp;text message reminders to reduce office visit no-shows<\/em>.&#8221;<\/p>\n\n\n\r\n  <div class=\"cta  bg-light rounded my-4\">\r\n    <div class=\"row justify-content-center align-items-center\">\r\n      <div class=\"col-md-6\">\r\n        <div>\r\n          <h2 class=\"mb-4\">\r\n            Are no-shows costly to your business?          <\/h2>\r\n\r\n          <p class=\"mb-4\">Reduce missed appointments by adding SMS reminders today.<\/p>\r\n\r\n                      <div class=\"btn-group mb-0\">\r\n              <a href=\"https:\/\/messagemedia.com\/use-cases\/sms-for-appointment-reminders\/\"  class=\"btn btn-secondary btn-sm mb-3  \" >Find out how<\/a>            <\/div>\r\n                  <\/div>\r\n      <\/div>\r\n      \r\n        <div class=\"col-md-6 text-center\">\r\n            <img decoding=\"async\" class=\"img-fluid\" width=\"640\" height=\"535\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/02\/Signup.webp\" alt=\"Image for Are no-shows costly to your business?\">\r\n        <\/div>\r\n          <\/div>\r\n  <\/div>\r\n\r\n  <style>\r\n    \/* todo move this to cta scss *\/\r\n    .longform-content .cta {\r\n      padding: 3rem !important;\r\n      background-color: rgb(235, 238, 240) !important; \/* bg light *\/\r\n      border-radius: 1rem !important; \/* rounded 3 *\/\r\n      margin: 1.5rem 0; \/*my-4*\/ \r\n    }\r\n  <\/style>\r\n\r\n\n\n\n<h2 class=\"wp-block-heading\">The Challenge<\/h2>\n\n\n\n<p>Managing parolees\u2019 appointments is one of the&nbsp;key&nbsp;capabilities of the eOMIS\u00ae system. <\/p>\n\n\n\n<p>Many of these appointments are critically important to ensure that past offenders continue on their path to remain addiction-&nbsp;or crime-free. Missing even one appointment can have&nbsp;a&nbsp;serious impact on an&nbsp;offender\u2019s ability to retain their freedom.&nbsp;&nbsp;<\/p>\n\n\n\n<p>One customer using Marquis eOMIS\u00ae platform&nbsp;\u2013&nbsp;the Arkansas Community Corrections Agency \u2013&nbsp;was experiencing a&nbsp;20%&nbsp;rate of cancelled and&nbsp;no-show appointments with probation\/parole officers. This&nbsp;was a colossal waste of time and effort for officers who were overburdened with caseloads,&nbsp;in addition to&nbsp;the serious consequences&nbsp;imposed on&nbsp;parolees&nbsp;for&nbsp;missing their office visits.&nbsp;<\/p>\n\n\n\n<p>The research and development team&nbsp;at Marquis believed&nbsp;that using text messaging to deliver appointment reminders would be fast, effective and inexpensive&nbsp;to implement,&nbsp;and could help reduce the&nbsp;number&nbsp;of appointment no-shows.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The Solution<\/h2>\n\n\n\n<p>As they began to research&nbsp;text messaging&nbsp;solutions, Marquis knew they wanted to work with an organization they could trust, as the information they were sending was sensitive, timely and critically important. <\/p>\n\n\n\n<p>They needed&nbsp;a robust API and a dependable tech support team&nbsp;with&nbsp;whom&nbsp;they&nbsp;could consult during&nbsp;each phase of development, testing, and production implementation.&nbsp;<\/p>\n\n\n\n<p>Dr Payne notes, &#8220;<em>After researching a few vendors, the decision to partner with MessageMedia was easy. The product&nbsp;was quickly integrated into our platform&nbsp;and&nbsp;it allows us to store a complete thread of all text-based communications in our database. Best of all,&nbsp; MessageMedia\u2019s&nbsp; implementation and&nbsp;support&nbsp;team&nbsp;is responsive and invaluable. We could not have made a&nbsp;better choice, and we are&nbsp;planning to extend&nbsp;our use of text messaging to many more use cases&nbsp;across our platform<\/em>.&#8217;<\/p>\n\n\n\n<p>One&nbsp;of the first customers to begin using&nbsp;MessageMedia\u2019s&nbsp;integrated text messaging&nbsp;system&nbsp;was the&nbsp;statewide&nbsp;parole system&nbsp;in&nbsp;Arkansas. The parole officers now have a tightly integrated text messaging capability where they can send ad-hoc messages to individuals or mass messages to a group of parolees.&nbsp; <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Incorporating&nbsp;MessageMedia&#8217;s&nbsp;texting capabilities with our software has provided&nbsp;leading-edge functionality for both staff and clients in Arkansas.\u202f&nbsp;<\/p>\n<cite><em>Brian Strauch, Project Manager for Arkansas Department of Corrections, Marquis Software Development, Inc.<\/em><\/cite><\/blockquote>\n\n\n\n<p>They can&nbsp;build&nbsp;queries within&nbsp;their database&nbsp;to&nbsp;send a targeted message to a specific group.&nbsp;Parole&nbsp;officers&nbsp;set&nbsp;up appointments using the&nbsp;eOMIS\u00ae system, and an automated batch job automatically sends out text notifications&nbsp;via the MessageMedia integration&nbsp;to remind parolees of their upcoming&nbsp;appointments,&nbsp;and&nbsp;requests a&nbsp;response&nbsp;to confirm the appointment.&nbsp;<\/p>\n\n\n\n<p>Immediately after implementing the system, the Arkansas Community Corrections Agency saw a significant drop in&nbsp;missed&nbsp;appointments. They&nbsp;then&nbsp;experimented with additional&nbsp;use cases,&nbsp;such as&nbsp;sending&nbsp;text messages&nbsp;for&nbsp;fee payments reminders,&nbsp;dual-authentication verification codes,&nbsp;and&nbsp;links&nbsp;for&nbsp;installing&nbsp;the&nbsp;Intouch&nbsp;smartphone app.&nbsp;<\/p>\n\n\n\n<p>Brian Strauch,&nbsp;the&nbsp;Marquis&nbsp;Project Manager for&nbsp;Arkansas Department of Corrections,&nbsp;described an&nbsp;even more&nbsp;interesting use case, &#8220;<em>In 2019, the&nbsp;state of Arkansas&nbsp;experienced&nbsp;significant&nbsp;flooding&nbsp;in areas.&nbsp;They&nbsp;needed volunteers to help with sandbagging, so they&nbsp;queried&nbsp;the eOMIS\u00ae database to&nbsp;identify&nbsp;parolees&nbsp;living&nbsp;near&nbsp;the flooded&nbsp;areas. They&nbsp;then&nbsp;texted&nbsp;these individuals&nbsp;about&nbsp;their volunteer&nbsp;needs. The response for assistance was immediate, and they were able to recruit numerous&nbsp;volunteers to help with sandbagging efforts in the affected areas.<\/em><\/p>\n\n\n\n<p>While&nbsp;text messaging&nbsp;was being implemented, Marquis and the Arkansas&nbsp;Department of Corrections&nbsp;decided they&nbsp;wanted to assess&nbsp;the impact&nbsp;of&nbsp;using SMS&nbsp;for appointment&nbsp;reminders,&nbsp;and&nbsp;to&nbsp;determine&nbsp;the&nbsp;most effective&nbsp;timing and frequency&nbsp;for sending&nbsp;these&nbsp;text messages.&nbsp;They wanted to&nbsp;understand&nbsp;when&nbsp;they should&nbsp;send&nbsp;texts,&nbsp;and how&nbsp;often.&nbsp;<\/p>\n\n\n\n<p>Dr.&nbsp;Charise Hastings, Principal Researcher for Marquis,&nbsp;contacted criminal justice researchers from Drexel University and Rutgers University to design a randomized controlled trial to answer these questions, and to evaluate the results. <\/p>\n\n\n\n<p>The trial ran for six and a half months, with a total of 4000 participants forming three treatment groups and one control group.&nbsp;Some received a text message the day before the appointment; some,&nbsp;two days before the appointment; and some received text messages&nbsp;four days&nbsp;and&nbsp;one day before the appointment.&nbsp;<\/p>\n\n\n\n<p><strong>Examples of text messages<\/strong><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2020\/11\/Text-1.jpeg\" alt=\"Text message sample - SMS reminder\" class=\"wp-image-5990\" style=\"width:279px;height:241px\"\/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2020\/11\/Text-2.jpeg\" alt=\"Text message example - Fee reminder\" class=\"wp-image-5991\" style=\"width:274px;height:237px\"\/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-large is-resized\"><img decoding=\"async\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2020\/11\/Text-3.jpeg\" alt=\"Text message example - positive reinforcement and feedback\" class=\"wp-image-5992\" style=\"width:277px;height:239px\"\/><\/figure>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The Results<\/h2>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>The texting feature of eOMIS\u00ae&nbsp;has been a game-changer.<\/p>\n<cite><em>Nicholas Stewart, Shared Services, Human Resources and Training Administrator, Arkansas Department of Corrections<\/em><\/cite><\/blockquote>\n\n\n\n<p>According to Arkansas Department of Corrections Human Resources and Training Administrator Nicholas Stewart, &#8220;\u202f<em>[Texting is] assisting our agency to operate with evidence-based practices.&nbsp;We&nbsp;have&nbsp;\u201cblasted\u201d messages to offenders for job fairs, office closures,\u202f good job kudos, and financial obligation reminders.\u202fI&#8217;ve seen&nbsp;an offender\u2019s eyes light up with joy when they got a&nbsp;kudos&nbsp;text.\u202fWe no longer have to purchase appointment slips, which saves money. Texting allows the offender to&nbsp;be&nbsp;held much more accountable for meeting appointments and financial obligations.<\/em>&#8221;&nbsp;<\/p>\n\n\n\n<p>While the <a href=\"https:\/\/www.marquisware.com\/wp-content\/uploads\/Text-Message-Reminders-Impact-Study-3.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">full report is available via&nbsp;this link<\/a>, here is a summary of&nbsp;some of&nbsp;the conclusions.&nbsp;<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Frequency<\/strong>: The&nbsp;study&nbsp;determined&nbsp;that sending&nbsp;one text message&nbsp;the day before the appointment&nbsp;was the most efficacious option.&nbsp;For the cost of one text message, there were 43% fewer no-shows, compared to the control group&nbsp;that received no text message notification.&nbsp;&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol class=\"wp-block-list\" start=\"2\">\n<li><strong>Appointments Held<\/strong>:&nbsp;The rate of appointments held was higher for all groups that received text message notifications,&nbsp;no matter when it was sent.&nbsp;<\/li>\n<\/ol>\n\n\n\n<ol class=\"wp-block-list\" start=\"3\">\n<li><strong>Conclusion:<\/strong>&nbsp;Considering the low cost of providing these reminders, the researchers concluded it would be prudent to send text message appointment\/confirmation reminders to&nbsp;<strong>everyone<\/strong>&nbsp;under community supervision as a matter of standard agency policy.&nbsp;<br><br>After&nbsp;ACC implemented text messaging&nbsp;statewide, results across the board were consistent with the results from the trial. The return on investment has proven significant, with both short- and long-term savings that include reduced officer&nbsp;time wasted,&nbsp;and&nbsp;fewer parolee violations.&nbsp;<\/li>\n<\/ol>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Texting is beneficial because of its convenience. It allows officers to choose different types of messages to send. It&#8217;s the most effective way to reschedule appointments because&nbsp;it assures officers that messages are delivered.&nbsp;<\/p>\n<cite><em>Detonda&nbsp;Woolfolk, Probation and Parole Officer, Arkansas Division of Community Correction<\/em><\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\">Future use cases<\/h2>\n\n\n\n<p>According to Dr Payne, &#8220;<em>The Marquis team made the right choice in selecting&nbsp;MessageMedia&nbsp;as a partner. The API is well-documented and easy to use. Its tremendous flexibility has allowed us to implement every idea we&#8217;ve had. For instance, we used the callback feature to create real-time text message threads, similar to email conversation threads. In addition, whenever we&#8217;ve had a question, the tech support team has responded quickly with helpful and clear answers.\u202f<\/em>&#8220;<\/p>\n\n\n\n<p>Marquis is exploring&nbsp;additional&nbsp;ways to integrate text messaging with their suite of mobile applications. One app is&nbsp;designed to help parolees succeed by providing relevant information about their conditions of supervision. As parolees interact with the app, text messages will be triggered to remind&nbsp;them of their appointments, goals, and tasks at opportune times throughout the week.&nbsp;&nbsp;<\/p>\n\n\n\r\n  <div class=\"cta  bg-light rounded my-4\">\r\n    <div class=\"row justify-content-center align-items-center\">\r\n      <div class=\"col-md-6\">\r\n        <div>\r\n          <h2 class=\"mb-4\">\r\n            Want to add SMS reminders to your business?          <\/h2>\r\n\r\n          <p class=\"mb-4\">It&#8217;s easy! Get set up today.<\/p>\r\n\r\n                      <div class=\"btn-group mb-0\">\r\n              <a href=\"https:\/\/messagemedia.com\/au\/use-cases\/sms-for-appointment-reminders\/\"  class=\"btn btn-secondary btn-sm mb-3  \" >Learn how<\/a>            <\/div>\r\n                  <\/div>\r\n      <\/div>\r\n      \r\n        <div class=\"col-md-6 text-center\">\r\n            <img decoding=\"async\" class=\"img-fluid\" width=\"640\" height=\"535\" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2024\/02\/Signup.webp\" alt=\"Image for Want to add SMS reminders to your business?\">\r\n        <\/div>\r\n          <\/div>\r\n  <\/div>\r\n\r\n  <style>\r\n    \/* todo move this to cta scss *\/\r\n    .longform-content .cta {\r\n      padding: 3rem !important;\r\n      background-color: rgb(235, 238, 240) !important; \/* bg light *\/\r\n      border-radius: 1rem !important; \/* rounded 3 *\/\r\n      margin: 1.5rem 0; \/*my-4*\/ \r\n    }\r\n  <\/style>\r\n\r\n","protected":false},"author":1,"featured_media":12826,"menu_order":38,"template":"","meta":{"_acf_changed":false,"popular":false,"coming_soon":false,"link":"","footnotes":""},"class_list":["post-12819","case-studies","type-case-studies","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>43% reduction in US parole no-shows using SMS reminders | MessageMedia Australia<\/title>\n<meta name=\"description\" content=\"Find out how Marquis Software&#039;s text messaging reminders helped parolees keep probation appointments, resulting in fewer violations and better outcomes. 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