We are Recruiting a Client Services Administrator

/in /by

Due to a growth in our activities, Enclude wishes to recruit a part-time morning (hours/days negotiable) Client Services Administrator to join our team. The successful candidate will work as part of a supportive team, with great opportunities for learning and development.

We are looking for someone who will be the first point of contact for current and potential clients. They should have excellent customer service, communication, and administration skills.

Duties will include:

  • Being a point of contact on incoming calls, maintaining leads and contact information as well as directing or solving queries.
  • Supporting the administration of the Enclude Tech Donations & Discounts programme. Tasks include-
  • Supporting the registration and validation of non-profits.
  • Answering product queries, and helping charities select the right product choices.
  • Helping to maintain the programme’s member database.

Candidates should be able to work well as part of a team, and should:

  • Have strong customer focus with excellent communication skills.
  • Be a strong team player.
  • Have good attention to detail.
  • Have good CRM, Microsoft365, and helpdesk experience.
  • Have an interest in the non-profit sector.
  • Permission to work in the Republic of Ireland

What we offer:

  • A flexible, hybrid working environment – our teams split their time between our office in Smithfield and their homes.
  • Competitive Salary
  • Excellent learning and development opportunities – we actively encourage and support our teams on their learning journey. There are good opportunities to develop a career path within Enclude.
  • The opportunity to help a range of charities across Ireland progress in their missions.
  • You’ll be part of a friendly, supportive, and collaborative team who recognise the impact technology can have on charities and who want to use their skills in this area to help make a difference.

Applications should be made by emailing a cover letter and CV to info@enclude.ie

Closing date for applications is 19th October 2023

Enclude is an Equal Opportunities Employer

Purple House Cancer Support – Case Study

/in , , , /by

“Enclude are very helpful and very accommodating. They are a charity, with a charity focus and so understand the challenges that a charity faces… I feel like they’re one of us.”

The Challenge

Purple House have been an Enclude Salesforce client for several years. Installing a CRM provided security and consistency of data, automation of processes and made life generally a lot easier. However, the team were still telephoning clients to remind them about appointments, classes, transport arrangements etc. With 40 to 50 clients a day visiting the centre, this meant the team spending anything from 90 minutes a day, or 7.5 hours a week making these calls alone. This process was pricey in terms of resource and resultant phone bills. It wasn’t always successful either as people might be busy, or simply unwilling to answer the phone or check their voicemail.

The Solution

Enclude introduced their SMS Package. The package works as a “plug-in” to Purple House’s Salesforce instance. Taking the range of appointments and services delivered into account Enclude were able to configure the package so that clients could be sent SMS alerts quickly and easily, with little human intervention. Not only that, but the messages were also recorded against the “Contact” record, along with any response.

“People don’t always want to check their emails. An SMS is short, informal, to the point, a quick reminder, it’s there.” Conor O’Leary, Purple House Cancer Support

The Result

Over a day a week was saved in terms of time. Time that could be spent focusing on direct service delivery, or priority matters such as planning services and the administration and client follow-up involved in maintaining clinical governance standards.

As well as saving a day a week in time resources, the solution also helped Purple House deliver a more meaningful, and responsive service to clients. Clients’ recorded responses, or lack of responses, could be used by the team to determine next steps with that client, or prioritise them for other interventions. This became particularly important during the Covid-19 pandemic when the team were a lifeline to those in a highly vulnerable group. Conor O’Leary told us “when we started interacting with our clients in a more technical way, they adapted and responded in kind. This has had significant benefits to multiple areas of service from using SMS to quickly and easily confirm appointments to the ability to provide information resources digitally.”

About Purple House

Purple House Cancer Support (Purple House) provides professional Cancer Support & Psycho-Oncology services to people affected by Cancer. In 2022 they supported over 1,500 families across the nation. Their services range from non-medical supports such as counselling, complementary therapies and survivorship programmes, to practical supports such as transport, delivery of food hampers, advice on benefits and entitlements, as well as group classes focused on exercise and other pastimes.

eSAFE Case Study

/in , , /by

eSAFE is a data management system created specifically for domestic violence services in Ireland. It was developed by Enclude in partnership with Quality Matters and Safe Ireland. The solution allows to capture all the details of client-related work and keeps the Clients’ data secure.  

The Problem

There are 39 domestic violence (DV) services providing support to women and children across all counties in Ireland. Services are free, confidential and available to all women and their children.  They support over 13,500 women and children each year who are in violent and abusive relationships. 

DV services were using a variety of data collection systems, ranging from traditional paper-based filing, Excel spreadsheets or customised Access databases. They needed a better system to manage Clients’ data in order to inform service development, national policy and general funder compliance requirements.

The Solution

Initially 16 services committed to take part in the eSAFE project. Quality Matters with Safe Ireland’s support led the consultation phase which aimed to develop common protocols. The protocols detailed all processes and data-points that the CRM system should include. This step helped to maximise engagement and buy-in from services. It also ensured that the system would be fit for purpose.

These paper-based documents were used by Enclude to design the eSAFE package. eSAFE allows staff to record initial enquiries, Client details, Assessments, Referrals, Support Plans, Service Interventions and manage of Refuge occupancy. It also includes a suite of reports configured to meet the funder’s requirements.

The eSAFE prototype was thoroughly tested by a number of services and piloted in one. Following successful pilot, eSAFE was implemented in 21 services over 12 months. In the rollout phase Enclude trained over 250 end users, provided additional training for system administrators and ongoing support through eSAFE clinics.

The Result

Currently the eSAFE system is used in 22 services, which is more than a half of all DV services in Ireland. In 2022 nearly 7,000 new client files were set up using eSAFE.

eSAFE enables access to Clients’ history and support needs. It is easier for staff to hand over work after the end of their shift and retrieve the information they need. This leads to more efficient support offered to the service users and ensures that the tasks are followed up on as required.

Staff spend less time on administration and reporting. After the system is well bedded in, it can save up to 20% admin time.

Management of the services can easily oversee the work done with Clients and monitor Client’s progress. They can also identify red flags, trends and gaps, such as unmet refuge needs.

The system provides an evidence base to reflect the level of work carried out in support of victims of DV. This can be a potential driver for increased access to funding and support for the sector.

The data collected by different services is more standardised and will allow collecting statistics at a national level in the future.

What’s Next?

Enclude is providing ongoing training and support to the services as part of eSAFE Community of Practice. The system is continuously reviewed and improved based on the feedback collected from the users. eSAFE Membership is growing with a further 3 system implementations planned for the coming year.

Enclude and Safe Ireland are planning to develop a module which will allow to collect key anonymised data from all the services using eSAFE. This will provide independent, timely and good quality data to the sector and wider audiences for awareness raising, research and service development.

Dublin Simon Outreach Team – Case Study

/in , , , /by

As part of an overall Salesforce Simon 360 CRM digital solution for Dublin Simon Community, Enclude developed an app in partnership with the Outreach team. This works in the office and on mobile phones, so can be used as the Outreach staff are on the streets or in the office.

Outreach staff can see where the rough sleeper is, respond to the alert and update the contact attempt status while they are out and about or in the office.

 

Dublin Simon Outreach Team – Case Study

The Problem

The Dublin Simon Community Outreach team work with people who are sleeping rough on the streets of Dublin. They receive emailed rough sleeper alerts via the Dublin Regional Homeless Executive (DRHE) in two different formats.

The Outreach team alert must follow up within a certain timeframe and further follow up work is required depending on the context of each alert.

Tracking the alerts response times and contact attempts is complex and takes a lot of time. It is difficult for the Outreach Manager and staff to coordinate and check contact attempts and responses.

Training new staff on the Outreach team to track and respond to the alerts properly is difficult and time-consuming.

Staff spend a lot of time on administration which could be spent helping those sleeping rough.

Reporting to the DRHE takes a lot of time and effort for the Outreach Manager.

The Solution

As part of an overall Salesforce Simon 360 CRM digital solution for Dublin Simon Community, Enclude developed an app in partnership with the Outreach team. This works in the office and on mobile phones, so can be used as the Outreach staff are on the streets
or in the office.
All of the alerts from the DRHE come automatically into the Simon 360 CRM and can be viewed by the team on their mobile phones. A colour-coded traffic light system shows the status of each alert.

Outreach staff can see where the rough sleeper is, respond to the alert and update the contact attempt status while they are out and about or in the office.
The Outreach Manager is easily able to check that Dublin Simon Community have responded to all alerts.
The Outreach Manager can report easily on all alerts and contact attempts to the DRHE and on its work to Dublin Simon Community Management.

The Result

Staff spend less time on administration and more time engaging with and supporting people sleeping rough.
It is quicker to teach new staff how to view and update the alerts.
It is easier for staff to see the status of an alert.
There is improved communication between team members on alerts.
The Outreach Manager spends less time checking staff have made contact attempts for all alerts.
The Outreach Manager can easily run reports for Dublin Simon Community and the DRHE.

What’s Next?

The Simon 360 system continues to be developed and rolled out to all services in the Dublin Simon Community including the Outreach team.
This will allow the Outreach team to make referrals and create support plans with service users.
The work done by Dublin Simon Community to help people experiencing homelessness and sleeping rough in Dublin will be recorded in a secure, consolidated environment that facilitates reporting for internal and external purposes.

 

Go to Dublin Simon to Find out more about the work of Dublin Simon Community 

 

Download Case Study PDF

 

Enclude Board Members

/in , , /by

Mr. Ivo Meekel – Chairperson

Mr. Alan Sweeney

Mr. Graham Brocklesby

Mr. Tom Slevin

Ms. Kate Longmate

Ms. Colma Nic Lughadha

 

Enclude Adoption Tips

/in /by

Enclude Adoption Tips

You want a CRM. You have seen the wonderful ones that other people have and now you see just how much it could help your organisation

But getting the system is only the first step – you have to make sure that your staff are happy to use it. Otherwise you have wasted time and money for your organisation – when we are all short of both.

Here are ENCLUDE’s top tips for user adoption

Include staff from the start

Let them know that your organisation is considering this.  Have a meeting and get their feedback on why they would or wouldn’t want a CRM.  Talk about the parts of their work it will help.  Perhaps it’s as simple as being able to book a meeting room on the system. Get them to help identify these so that everyone feels a winner in the early phases. They may have some great ideas that you have not even thought of!

Let them know what the CRM will not do – it’s not a magical cure for everything. Otherwise people may get disillusioned when it is put in and they realise that it won’t make the coffee!

ENCLUDE can help by running a workshop with your staff to identify their needs and explain what a CRM will or will not do!

Have value for people entering data

Let’s face it, entering data can be boring. It can be easy to lose motivation to enter the it promptly and fully.

Show staff how entering the data helps them in their work – producing the reports at the end of the month becomes easy and the report is reliable.  Entering all appointments and activities in their calendars lets them see how much time different projects are taking.

Have some dashboards up that everyone can see – how many new clients has your organisation helped this month?  How many cases have been closed? They will see the relevance of their work.

Appoint a Management Champion

Appoint someone as management champion at the highest level who is passionate about the system.  Get them to share this enthusiasm at staff meetings / in company newsletters and elsewhere.

Check the Login report

Keep an eye on the login report and see if someone is not using the system.  Perhaps they need encouragement and more training.  It’s better to do this from the start or people may get more and more nervous of the system and never want to use it.

Your ENCLUDE consultant can help set up a login report that is sent you each week.

Lots of Training

Keep emphasising that training will be provided for anyone who needs it.  It can be done in many ways.

  • Formal training sessions where an in-house staff expert takes the training role.  ENCLUDE can also help with this if you want an outside trainer.
  • Buddy systems where inexperienced users are paired with more experienced ones that they can turn to for help.
  • Mini videos/quick guides to answer common how do I questions.  Again, ENCLUDE can tailor these for your system.
  • If you have staff who are enthusiastic, suggest they do some of the Trailhead training provided by Salesforce. They may even want to do some of the Salesforce exams.  This is a good addition to their qualifications.

Keep an eye on data silos (aka spreadsheets)

Knowledge is power – and people can feel that letting go of their ‘special spreadsheets’ where they currently record information will reduce their value.  For example, if in the past, you always had to go to the office assistant to see if the overhead projector was booked, the office assistant may not be happy that the information is available to everyone and want to keep the spreadsheet going.  Encourage everyone to put all relevant information on the system.  If someone is using a spreadsheet for their work, ask why!

Reward!

Have some fun rewards, especially over the first few months. Here are a few ideas.

  • Friday afternoon off for the staff member who used the system most over a month.
  • Cake or a fruit basket for the office when everyone has logged in every day for a week.
  • Management serve staff lunch with when the number of contacts on the system reaches a target number.

Is your charity missing out? Millions in savings for Irish Charities go untapped

/in /by

4 out of 5 Irish charities not yet availing of donated technology which can save them over €20,000 per year on average

Many of the big global players in IT, such as Microsoft, Google and Adobe, make millions worth of software available to Irish charities each year, but many are not taking it up, simply because they are not aware of it. Last year alone, 20 Irish charities made average savings of €27,000 each by availing of software donations through our programme. 

Enclude are the sole Irish partner in Techsoup Global – a network which makes donated software available to eligible charities across the world. Since 2006, Enclude have made over €50million in donated technology available to Irish charities.

Over 1600 Irish charities, including Foroige, Pieta House, Focus Ireland and Peter McVerry Trust, as well as many smaller local charities have already registered with the Enclude Tech Donation Programme via their website http://enclude.ie/technology-donations. But 4 out of 5 charities are not yet signed up, which means they are missing out on these savings.

Savings available

A lot of the software available on the Enclude Tech Donations Programme is completely donated, which means charities only have to pay an admin fee of 10-20% So, for example, MS Office Standard, which would cost a business over €260, is available to charities for €27

Best-sellers include:

MS Office Standard – admin fee €27

Adobe Photo Shop Elements and Premiere Elements– admin fee €25

Symantec Endpoint Protection Small Business Edition – admin fee €4

The average saving on software by Irish charities participating in the programme was €4000 last year. However, there have been significant extra benefits to signing up to the Enclude Tech Donations programme since the launch of Google for Nonprofits. The bundle, which is free to all eligible non-profits and sports groups includes Google Apps, Google Maps, and Google Ads with grants of €10,000 per month to spend on adword campaigns on Google. Charities who get a lot of their clients from web searches, such as counselling or support services, are particularly well-placed to benefit from the adgrant offering.

‘We often have difficulty convincing people this is not a scam because it seems too good to be true!’

To find out more contact Marge on 01-6535099 or encludeit@enclude.ie

Community solution frees up over €4.5m per year for Irish addiction charities

/in /by

60% of the addiction services Ireland use eCASS ( electronic Community Addiction Services Solution), a system Enclude developed having co-designed it with both services and funders in the addiction sector, and which has been implemented across the sector in partnership with Quality Matters.

A recent evaluation of these addiction service clients has shown average savings of €70k per annum – in terms of savings on software and time and resources freed up. In addition, there are significant improvements in terms of the quality of data available to manage interactions with clients as well as that available to meet funders’ reporting requirements.

Key findings to emerge from the evaluation include:

  • The average total cost saving per organisation using eCASS is €67,000.

  • On average, eCASS saves managers and administrators 52 hours per month and 89 days per year. Each organisation receives a further €18,000 of free software licences

  • The initial costs ( of 5k per project) were on average four times cheaper than the alternative systems on offer.

  • The overall annual resource savings for the addiction services from eCASS is equivalent to over €4.5m.

  • 93% of respondents reported that eCASS improved their understanding of the importance of data.

  • 91% of respondents said it helped managers to have oversight of staff work.

  • 89% reported that eCASS had provided information to support improvements in their work.

  • In addition to the annualised savings from eCASS, the initial costs were on average four times cheaper than the alternative systems on offer.

Informing better policy

In addition to the savings at an individual organization level, eCASS allows for the aggregation of data across services at a regional level and national level which in turn supports better policy decisions. To ensure eCASS can best fulfill its potential in this area, personnel from local Drug Task Forces, the Health Research Board and academic experts were among the stakeholders regularly consulted throughout the system’s design and development.

‘eCASS has brought huge benefits as a way to record and report on actual contact time, outcomes and progression of clients from a service perspective feeding into a larger statistical gathering exercise providing timely and relevant information to funders and policy makers.’

Lisa Gavillet, Development Worker with North Eastern Regional Drugs Task Force

Spreading savings to other sectors

Enclude, in association with their partners Quality Matters, are working to replicate the success of eCASS, through the iAlliance Programme, with charities delivering services in other sectors, such as Domestic Violence, Mental Health and Youth Services.

Each iAlliance project will build a partnership of key stakeholders within a particular service area to guide the development of service delivery solution

“We have worked with hundreds of Irish charities on individual system to address their information needs and will continue to do that. But we have seen the transformation that’s possible – as well as the fantastic savings in time and money – through collaborative working in addiction services and would love to see other social sectors derive the same benefits.”

Eamon Stack, Enclude CEO

To find out more about eCASS or to explore a community solution for your work through iAlliance,

Contact Enclude on 01-6535099, or on info@enclude.i