Guiding people to services: How Entrust turned a challenge into a community solution
By Tom Gaulke, Chief Executive Officer, Entrust Community Services
Entrust Community Services, located in rural Central Washington state, has long been committed to empowering individuals and families with disabilities. However, a persistent challenge was how to navigate the complex web of services available in the community. Families often faced barriers such as fragmented information, unclear eligibility requirements, and limited bilingual support. These barriers created gaps and delays in accessing essential resources like housing, employment, and education that left many feeling overwhelmed and underserved.
The core issue of the challenge was equity. Entrust recognized that without a structured approach to service navigation, individuals risked falling through the cracks. This became even more pressing as the organization expanded its programs into areas with little or no services as it sought to uphold its mission of inclusive, person-centered care and to help more people.
How Entrust solved the challenge
In response to information gathered during a series of focus groups with stakeholders, Entrust launched the Guiding People to Services (GPS) program, a strategic initiative designed to eliminate barriers and create a clear pathway to support. The GPS program was built on three pillars:
- Personalized navigation: Each participant is paired with a dedicated navigator who provides one-on-one guidance. This ensures that individuals receive tailored support based on their unique needs—whether related to employment, housing, or education.
- Community partnerships: Entrust leveraged strong relationships with local agencies to streamline referrals and resource sharing. This collaborative approach amplified the program’s reach and effectiveness.
- Accessibility and cultural responsiveness: Based on the diverse needs of its community, Entrust prioritized bilingual staffing and culturally-competent practices. This commitment ensured that language and cultural barriers would not impede access to services.
The program is free for participants. Entrust leadership is deeply committed to this initiative and has allocated dedicated resources, funding, and staffing to ensure the program’s sustainability.
The results
The impact of the GPS program has been transformative. Outcomes exceeded initial expectations, including:
- Improved service connectivity: Families now experience faster, more efficient access to essential services. The navigator role has become a critical link between individuals and community resources.
- Enhanced community engagement: The program’s visibility grew significantly through targeted public relations and outreach campaigns. Between October 2024 and June 2025, GPS-related ads generated a 292% increase in website traffic, with the GPS page becoming the most visited section of Entrust’s site—three times more than the homepage.
- Positive accreditation recognition: Entrust’s GPS program earned exemplary recognition in its most recent CARF accreditation report—highlighting its innovative approach and measurable impact. This distinction positioned Entrust as a leader in advancing equitable access to services.
- Community validation: Feedback from clients, using one of three survey tools, underscores the program’s success. Families report feeling empowered and supported, with many achieving milestones in employment and housing that once seemed out of reach.
- Increased people served: One of the most significant outcomes of the GPS program has been a 10% increase in referrals to Entrust’s services in the first year. This surge in referrals demonstrates the effectiveness of the GPS initiative in bridging gaps and ensuring that more people can access the support they deserve.
Looking ahead
The GPS program is more than a solution—it is a model for systemic change. By addressing a critical gap in service navigation, Entrust has strengthened its role as a catalyst for equity and inclusion. As the organization continues to refine and expand GPS, its commitment to guiding people to services and brighter futures remains clear.
Entrust Community Services received an exemplary recognition in a recent CARF International Employment and Community Services accreditation report for its Guiding People to Services (GPS) program.