“Doing Client Information Better The Springvale CAAB story”.pptVIP

“DOING CLIENT INFORMATION BETTER: THE SPRINGVALE CAAB STORY” Presentation by Rebecca French, ICT Project Officer, Springvale Community Aid and Advice Bureau 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 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 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 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 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. DISCUSSION : PROBLEM SITUATIONS B