Catholic Charities of Brooklyn and Queens (CCBQ) has been a cornerstone of community support for these New York boroughs for decades, offering a wide range of services to older adults, families, and individuals in need. They act as a social care network, supporting over 160 programs across Queens and Brooklyn to support constituents at every stage of life.

Since 2022, CCBQ has partnered with Blooming Health to implement communications specifically aimed at improving program participation, and overall well-being for older adults across 21 different older adult centers or senior case management programs for the homebound. This is a population that is particularly at risk for isolation, and lack of access to support, care or assistance. That is why they turned to Blooming Health.

This is the story of what happens when technology meets tenderness, when a remote engagement platform became more than just a tool—it became a way to say, “We see you. We’re here.”

In this case study we’ll examine Blooming Health’s work with CCBQ’s older adult centers. Read on to see how we’re partnering up to improve communication and boost program participation.

Challenge

CCBQ faced a mountain of challenges when it came to engaging its aging population—challenges that felt as varied and complex as the lives of the people they were trying to reach. It wasn’t just about getting the word out; it was about bridging gaps that felt impossibly wide, about finding ways to connect in a world that often seemed to leave older adults behind. Here’s what they were up against:

Diverse Communication Needs: The older adult population CCBQ serves isn’t just a monolith; they are a vibrant tapestry of cultures, languages, and experiences. English, Spanish, Chinese, Russian, Polish—each language carried its own stories, its own way of seeing the world. But this beautiful diversity also made communication a puzzle.

How do you reach someone when the words you’re using don’t resonate? How do you make sure no one feels left out because they don’t speak the “right” language? CCBQ needed a solution that could speak to everyone.

Low Engagement Rates: Despite the incredible programs CCBQ offered, many older adults weren’t showing up. It wasn’t that they didn’t want to participate—it was that they didn’t know what was available to them.

Timely reminders slipped through the cracks, information got lost in the shuffle, and before long, seniors who could have benefited from these programs were left sitting at home, disconnected and unaware. The gap between what was available and what was accessible felt impossibly wide.

Resource Gaps: Beyond programs and events, CCBQ knew that the seniors they served were grappling with deeper, more fundamental needs—things like food insecurity, transportation barriers, and access to healthcare.

These social determinants of health weren’t just abstract concepts; they were daily realities that shaped lives. But without a structured way to collect and analyze data, identifying these needs felt like trying to solve a puzzle in the dark. How could they help if they didn’t know where to start?

Operational Hurdles: The tools CCBQ had been using to communicate—phone calls, paper flyers, word of mouth—were well-intentioned but required a lot of manual effort.

They were time-consuming, labor-intensive, and often ineffective. Staff members spent hours making calls that went unanswered, sending email that never got read, and trying to piece together a system that felt like it was held together with tape and hope. It wasn’t just inefficient; it was exhausting. And in the end, it left everyone feeling like they were running in place.

These challenges weren’t just logistical hurdles; they were emotional ones, too.

Every missed connection, every unmet need, every older adult who slipped through the cracks—it weighed on the hearts of everyone at CCBQ. These were the lives at stake, and CCBQ was determined to find a way to reach them.

Solution

CCBQ uses Blooming Health's comprehensive engagement platform designed to enhance outreach, improve communication efficiency, and strengthen service delivery.

The platform empowered CCBQ to better connect with its diverse community by offering the following key features:

Multilingual Communication: Equipped with text, email, and voice call capabilities in over 80 languages, ensuring accessibility for individuals with limited English proficiency. This feature enabled CCBQ to engage with a broader audience, fostering inclusivity and trust within the communities they serve.

Automated Workflows: Streamlined processes for targeted outreach, appointment reminders, and follow-ups, reducing manual efforts for staff while improving engagement rates. These automated workflows allowed for efficient scheduling of messages, ensuring timely communication about critical programs and services.

Personalized Program Reminders: The platform enabled CCBQ to send tailored notifications for upcoming events, workshops, and emergency alerts, ensuring that community members remained informed and engaged. By customizing outreach based on individual preferences and service history, CCBQ strengthened participation in its programs.

Social Determinants of Health (SDOH) Surveys: Built-in survey tools helped CCBQ identify gaps in services by collecting data on critical factors such as food security, housing stability, transportation access, and healthcare needs. This proactive approach enabled the organization to better address social determinants of health and connect community members to the right resources.

Data-Driven Insights: Real-time analytics and reporting provided valuable visibility into engagement trends, SDOH trends and community needs. These insights allowed CCBQ to track the effectiveness of their outreach efforts, adjust strategies as needed, and make data-backed decisions to enhance service delivery.

Results

The implementation of Blooming Health at CCBQ led to remarkable improvements in engagement, satisfaction, and operational efficiency, ultimately fostering stronger connections with the community.

With Blooming Health’s AI-powered multilingual communication tools, CCBQ was able to reach its community members more effectively than ever before. The results speak volumes:

5.9% Unsubscribe Rate – This exceptionally low opt-out rate indicates that messages weren’t just received—they were valued. Community members found the information relevant, meaningful, and worth keeping.

60,970 Messages Sent Monthly – On average, each client received 3.7 personalized messages per month, ensuring consistent engagement without overwhelming recipients. These reminders helped older adults and vulnerable individuals stay informed about critical resources, upcoming events, and wellness check-ins—fostering a sense of support and care.

Blooming Health didn’t just streamline communication—it enhanced the everyday experiences of those who rely on CCBQ’s services.

Net Promoter Score (NPS) of 52 – This far exceeds the industry benchmark of 38 for tech products, demonstrating that Blooming Health isn’t just effective—it’s deeply appreciated by those it serves.

7.4/9 Average Satisfaction Rating – Older adults, who are often underserved in digital solutions, found Blooming Health’s messages highly useful, timely, and easy to understand. The platform helped them stay connected, informed, and empowered—whether it was a reminder for a health screening or an invitation to a community event.

But don't take it from us! Here are real quotes from members of the elder population CCQB serves:

“Receiving text communications and reminders is perfect for me. This is the fastest way to receive necessary information from Northside Senior Center.”

"Keep the communications coming!"

"It is very helpful for organizing my day."

The survey feature from Blooming Health also proved to be a powerful tool for CBQ. Through Social Determinants of Health (SDOH) surveys, Blooming Health enabled CCBQ to pinpoint and respond to urgent social needs that might have otherwise gone unnoticed:

• 46% of respondents at Benson Ridge needed transportation assistance – Lack of mobility can lead to missed appointments, isolation, and deteriorating health. By identifying this need, CCBQ was able to advocate for better transportation access for those most at risk.
  
  

• 39% of respondents at Benson Ridge reported experiencing food insecurity – Knowing that nearly 4 in 10 people were struggling to access food allowed CCBQ to secure funding, allocate resources, and connect individuals with meal assistance programs more efficiently.
  
  

• 43% of respondents at Peter J. Dellamonica Center reported isolation – Loneliness is a growing crisis among older adults, often leading to depression and declining health. Armed with this data, CCBQ took targeted action to enhance social programs and outreach efforts, ensuring that no one felt forgotten.

Beyond just collecting data, Blooming Health helped turn insights into action. The information gathered from SDOH surveys allowed their team to secure grant funding, ensuring that every dollar and every service went exactly where it was needed most.

The impact of Blooming Health wasn’t just felt by the community—it also transformed CCBQ’s internal operations, allowing staff to focus more on delivering services and building relationships rather than getting bogged down in manual administrative tasks.

• Automated Communication Workflows – Manual follow-ups, appointment reminders, and event invitations were seamlessly automated, saving countless staff hours each week. This meant more time for one-on-one support and less stress for employees, leading to better service overall.
  
  

• AI-Powered Translations and Message Crafting – Language should never be a barrier to care. Blooming Health ensures that every message is not only received in the recipient’s preferred language but also crafted for clarity and impact. With AI-powered capabilities, the platform can write effective messages and translates them into over 80 languages, fostering inclusivity and making CCBQ’s services truly accessible to all.

When asked about the partnership between CCBQ and Blooming Health,  CCBQ Vice President of Older Adult Services, Samira Alieva, said, "Our mission at Catholic Charities Brooklyn and Queens is to serve with compassion and purpose. Through Blooming Health, we have enhanced that mission by reaching older adults in meaningful ways. Whether it’s through a check-in call, a reminder about an event, or providing information about our services, we are dedicated to caring for our community." 

For many social organizations serving aging adults outreach is a game of phone tag, missed messages, and the quiet resignation of older adults who feel forgotten.

By harnessing Blooming Health's technology CCBQ scaled their programs like never before, breaking down barriers that had kept too many older adults from accessing the care they needed.

Engagement was no longer a guess game, but a data-driven strategy. Surveys allowed them to see what their community needed most ensuring funding went to where it mattered most.

The end result is a more equitable, responsive system that turned insight into action made care accessible for all. Technology didn't replace human connection, it made it stronger.

Meet with us to discover how Blooming Health can enhance your programs and maximize your impact.