OC United supports thousands of people in their community through restorative relationships and whole-person care around issues such as foster care, homelessness, domestic abuse, and under-resourced neighborhoods. Serving thousands of individuals annually requires the OC United team to understand exactly how each client engages with their various programs, sometimes taking advantage of more than one service at any given time, and where the client is in the life cycle of their program(s) and next steps.
Prior to implementing Salesforce, the team used multiple online document management tools that were not built for their program needs, the information among teams, and prevented collaboration. OC United needed a seamless solution for tracking programs, clients, donors, and volunteers on one platform, accessible to both staff and community partners.
Making Better Use of Data by Standardizing How it’s Collected
Implementing Salesforce Nonprofit Cloud Case Management (NCCM) has changed how OC United supports their clients holistically. They have a system that was designed for the case manager and customized it to meet their unique programmatic needs.
“Nonprofit Cloud Case Management has helped us remove information silos so that we can understand every aspect of how the people that come to our programs for support are being served,” said Renae Dupuis, director of Trauma and Whole-Person Care.
Using NCCM during the intake process, Dupuis and her team conduct pre- and post-assessments with each client and create a shared service agreement between the client and the organization. For example, a case manager will talk through a series of questions based on 28 different factors — both before and after the client has completed the eight week class on trauma. This helps the organization understand the effectiveness of the program and demonstrate its impact on clients.
Having programs, services, and clients in a single system helps service providers manage large caseloads with personalized case plans for each program participant – tracking completed actions and upcoming next steps to make sure no one slips through the cracks.
“We love how customizable Salesforce is but that it also allows for standardization. Previously case managers worked in silos with no transparency or consistency. Now there are standards on how our case managers create service plans and capture information.” said Dupuis.
“We love how customizable Salesforce is but that it also allows for standardization. Previously, case managers worked in silos with no transparency or consistency. Now there are standards on how our case managers create service plans and capture information.” Renae Dupuis, Director of Trauma and Whole-Person CareOC United
Pivoting During the Pandemic
In the wake of the COVID-19 pandemic, OC United found that more and more people needed their services, and that staff needed to work at scale and continue to support their community safely. Since NCCM is an online tool – accessible from an internet browser – they were able to quickly move their services online and continue to provide support groups, parenting classes, workforce development, and after-school programs. Recognizing the impact the pandemic has had on food security in their community, OC United has also started a food distribution service, all of which is tracked in Salesforce.
Continued Growth and Impact
Founded in 2015, OC United is a relatively new organization but has already accomplished lofty goals in large part due to transforming how they operate their robust programs. Their future goals include storing client success stories on Salesforce and using the tool for grants management. By working collaboratively as a team and with their clients, OC United can continue to pursue their mission of treating individuals holistically and improving their community.