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“Doing Client Information Better: The Springvale CAAB story”

This presentation by Rebecca French, ICT Project Officer at Springvale Community Aid and Advice Bureau, discusses the current situation of client information management at the organization and proposes solutions for improvement. The presentation covers topics such as organizational context, gathering requirements, findings and recommendations, proposed solutions, lessons learned, and next steps.

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“Doing Client Information Better: The Springvale CAAB story”

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  1. “Doing Client Information Better: The Springvale CAAB story” Presentation by Rebecca French, ICT Project Officer, Springvale Community Aid and Advice Bureau

  2. Introduction and summary • Organisational Context • My role • Gathering of requirements • Client Information: Current Situation • Discussion task – situation • Findings and Recommendations • Proposed solutions • Discussion task – solutions • Lessons learned • Next steps • Questions

  3. Organisational Context • In operation since 1971 • 2 main sites: Springvale and Noble Park, plus out-posted workers • 31 EFT paid staff and 50 + volunteers • 16, 000 client services per year • Majority of clients from CALD backgrounds • Services: • Information, Referral, Advocacy and Support Service (IRASS) • financial counselling, • Employment services, • Youth housing support • Settlement services for new arrivals. • Community development and Outreach

  4. My role • Consultancy in records management • Initial focus on client information, became broader • Records management policies and procedures now part of role, as well as advice on ICT • Focus at the moment on moving forward with ICT, including client case management and CRM

  5. Gathering of requirements • Requirements: analysis of flows of client information, data and reports • Importance of requirements gathering • Need to fit into other initiatives (e.g. management of groups, membership list) • Implications for practice – don’t just implement technical solution, need to look at people, policy, training and process factors

  6. Client Information: Current Situation • Client information in paper and electronic (in many systems, spreadsheets, individual’s hard drives) • Difficult to get picture of SCAAB as a whole • Difficulties with tracking basic client information and data across sites, and generating reports • SCAAB is still reliant on a paper index for its client registration. • Difficulties completing and tracking referrals to internal SCAAB programs. • Some teams do not have access to an electronic case note system.

  7. Discussion : Problem Situations • Before talking about CRM solutions, I would like you to turn to the person/s next to you, and have a quick discussion about a problem situation you have encountered when dealing with client information in your organisation, or where you have seen it in other organisations

  8. Findings and Recommendations • Need for a system to manage client information and data (contact and case information, case notes, reporting) • Need for systems to support both paper and electronic information • Separation of client and operational information • Need for careful analysis and testing of solutions before purchase • Need to consider low-cost options

  9. Proposed solutions • A client case management solution e.g. InfoXchange SRS: http://info.s2s.org.au/service-record-system • A free/low cost CRM, which can be customised e.g. • Sugar CRM: http://www.sugarcrm.com/crm/products/capabilities/sales/contacts.html • CiviCRM: http://civicrm.org/aboutcivicrm • A CRM template on Sharepoint: http://www.sharepointcrmtemplate.com/sharepoint-crm-info.asp

  10. Discussion Task: Solutions • Talk briefly to the person next to you about useful CRM or case management solutions which you have encountered.

  11. Lessons Learned • Define requirements • Short-list solutions • Test solutions with staff • Have a decision-making process in place before you start • Remember the need to change policies, procedures, to train staff etc • Careful with timelines

  12. Next Steps • Decision will be made early next year • Implementation over several months • Need to integrate the CRM with other reporting systems in the future

  13. Questions?? • Any questions can be addressed now, or if you have further queries, please contact me via e-mail on rfrench@scaab.org.au

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