The Client

Every Acquisition Increased the Demand on HR

A leading U.S.-based provider of home and community-based healthcare services supports individuals with intellectual and developmental disabilities through personalized, outcome-driven care. A key division specializes in Applied Behavior Analysis (ABA) therapy for children with autism, focusing on early intervention and skill development.

As the organization expanded through acquisitions and business growth, HR operations were required to support more than 70,000 employees and approximately 120,000 inquiries annually across payroll, benefits, onboarding, employee records, compensation changes, time-off requests, and employee data management.

The organization sought a strategic HR partner to deliver end-to-end Hire-to-Retire services while creating a scalable support model capable of supporting future growth.

The challenge

Growth Was Moving Faster Than the Operating Model

The organization was experiencing approximately 26% average annual ticket volume growth driven by acquisitions and
expanding business operations.

As demand increased, HR support processes struggled to keep pace. The organization lacked a structured service desk model with clearly defined KPIs and SLAs. Delays in resolving employee inquiries affected employee experience, while a backlog exceeding one year slowed operations and delayed new initiatives.

The client also required continuous weekday coverage to provide employees with reliable access to HR support.