Table 3.

Themes and additional sample quotes.

Themes	Sample quotes
Organizational capacity	The community knows we are out there but they don’t necessarily know what we are capable of doing. (VC) We all seriously thought we were going to be flooded by clients from the community which would have overwhelmed us but that didn’t happen. (VC) We need more support from healthcare providers but also from community service type organizations. (VC) Our advisory committee had broad representation who were willing to be champions. (ED)
Stable and engaged leadership	It is important to have someone explicitly focused on Nav-CARE. (VC) I think if I’m really honest and about how it happened here is that it didn’t help that we had a couple of staff changes throughout the program. You just lose impetus. (VC) If you have one person in charge right from the beginning that makes a difference. (VC)
Targeted client population	Normally our referrals are more near end of life so this is a different population. (VC) We were on the radar of physicians and the social worker and so those referrals really flowed. (VC) We are an urban center and there are already a lot of services for older persons in our community. (ED)
Skillful messaging	Nav-CARE [team] really helped us um with the language of how to promote us and I think it would’ve been much harder had we not been a part of the study. (VC) It’s just going to take time to build up knowledge of the program within our city. (VC) We still have to talk about Nav-CARE a lot, just for people to get their head around how it works. (VC)

ED, executive director; VC, volunteer coordinator.