eSAFE Case Study

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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

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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

 

We are Recruiting a Salesforce System Administrator/Developer

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Overview

We are recruiting a Salesforce System Administrator/Developer for Enclude’s CRM cloud offerings and services, reporting into the Solutions Implementation Manager.  The purpose of the role is to assist with the design and configuration of high-quality CRM solutions to meet client requirements.  

This is an exciting opportunity to join a team of committed professionals to deliver CRM solutions to non-profit organisations.  It also provides tremendous opportunities for professional development and to work with the latest technologies and further your Salesforce certifications.

Duties and Responsibilities

Solutions Delivery

  • Work with the project business analyst and other key stakeholders to assess detailed solutions requirements/user stories
  • Collaborate with the business analyst and solutions implementation manager to produce a solution design
  • Work closely with the technical architect and solutions implementation manager to ensure that the technical build meets the customer requirements
  • Work closely with the project business analyst to ensure that the client understands what is being built and the fit with requirements
  • Configure and implement high quality Salesforce solutions and components
  • Assist with test plan design
  • Follow the agreed implementation plan and ensure that deliverables adhere to quality standards
  • Review, assess and agree all solution design changes with the business analyst, technical architect and solutions manager
  • Create and maintain documentation on processes, and other project documentation for the successful implementation and handover to clients and the Support team
  • Assist and input to post implementation support
  • Provide handover to the Support team
  • Work closely with the project manager and team members and relevant stakeholders to ensure that all project requirements, deadlines, and schedules are on track

  • Meet with team members and stakeholders to identify and resolve issues

Client and Practice Support

  • Provide support with the management and ongoing development of client relationships
  • Work with colleagues to take client feedback to enhance the client offering
  • Develop a deep understanding of Enclude product offerings
  • Keep up to date with new Salesforce CRM features and functionality and provide recommendations for process improvements
  • Develop and apply sectoral and functional expertise to enhance the value offerings to clients
  • Promote Enclude’s products and services

 

Other duties

  • Attend staff meetings
  • Any other tasks, consistent with your position, as requested by the Solutions Implementation Manager.

Requirements

Essential

  • Salesforce Admin ADM201
  • Experience with Salesforce configuration
  • Familiarity with relational database design concepts
  • Good attention to detail and the ability to formulate creative solutions
  • Good conceptual understanding of business systems and Client Relationship Management (CRM) solutions
  • Demonstrated success in designing and configuring client/business solutions
  • A suitable business management / Computer Science, Software Engineering, MIS or equivalent preferred
  • Excellent interpersonal skills with a proven ability to work with internal and external stakeholders in a constructive and approachable manner
  • Excellent verbal and written communication skills
  • Highly proficient in spoken and written English
  • Excellent problem-solving, listening, and questioning skills
  • Highly organised, good time management skills, with ability to handle multiple tasks with excellent attention to detail
  • Ability to work as part of a team
  • An interest in and commitment to the ethos and work of Enclude
  • Permission to work in the Republic of Ireland

Desirable

  • Salesforce Non-profit consultant certificate
  • Salesforce Platform Developer 1
  • Experience of Java programming, JavaScript and HTML would be an advantage
  • Non-profit sectoral knowledge and experience
  • Understanding of common business processes for non-profits
  • Experience with other CRM software

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 with certifications in Salesforce and other tools. 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 for the position may be made by sending a CV with cover letter clearly demonstrating relevant experience and suitability for the role to info@enclude.ie.

Closing date for applications is 5pm on Wednesday 11th January 2023.

First round interviews are scheduled for Tuesday 17th January 2023.

Enclude is an equal opportunities employer

We are Recruiting a Business Analyst

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Overview

Business Analyst for Enclude’s cloud CRM offerings. This position sits within the solutions implementation team, and reports into the Solutions Implementation Manager.  The purpose of the role is to work with our charity clients to gather, analyse and specify their system requirements and to work with our solutions delivery team to ensure the delivered solution meets the specified requirements.

Duties and Responsibilities

Business Analysis

  • Engage with the client and other key stakeholders to understand their high-level business objectives and priorities
  • Work with the client and other key stakeholders to gather and assess detailed requirements/user stories with acceptance criteria
  • Use data gathering and modelling techniques to identify ways in which the charity can operate more effectively
  • Develop innovative solutions to meet operational and strategic changes of the charity
  • Collaborate with the technical architect and solutions implementation manager to produce a solution design
  • Work with the client to ensure they understand and agree with the solution specification
  • Work with the system development team to ensure that the built solution meets requirements
  • Assist with test plan design and coordination of testing with end users
  • Review, assess and agree all solution design changes with the technical architect and solutions implementation manager
  • Create and maintain system specification documentation
  • Create user manuals and training materials
  • Run workshop and training sessions
  • Meet with team members and stakeholders to identify and resolve issues

Client and Practice Support

  • Provide support with the management and ongoing development of client relationships
  • Work with colleagues to take client feedback to enhance the client offering
  • Develop a deep understanding of Enclude product offerings
  • Keep up to date with new Salesforce CRM features and functionality and provide recommendations for process improvements
  • Develop and apply sectoral and functional expertise to enhance the value offerings to clients
  • Promote Enclude’s products and services to clients

 Other duties

  • Attend staff meetings.
  • Any other tasks, consistent with your position.

Requirements

Essential

  • A suitable business analysis/business management /systems development qualification/degree
  • Work experience in a business analyst position
  • Ability to work with colleagues and stakeholders to gain an in-depth understanding of critical business requirements
  • Ability to use data gathering and modelling techniques, and to analyse data and draw conclusions
  • Ability to develop innovative solutions for improved business processes and solutions
  • Sound knowledge, judgement, and expertise in evaluating the implications of changes
  • Good conceptual understanding of business systems and Client Relationship Management (CRM) solutions.
  • Good IT literacy and attention to detail.
  • Excellent verbal and written communication skills.
  • Highly proficient in spoken and written English.
  • Excellent problem-solving, listening, and questioning skills.
  • Excellent interpersonal skills and ability to connect with system users in a wide variety of roles and with varied technical skills.
  • Highly organised, good time management skills, with ability to handle multiple tasks with excellent attention to detail.
  • Ability to work as part of a team.
  • An interest in and commitment to the ethos and work of Enclude
  • Permission to work in the Republic of Ireland

Desirable

Sectoral knowledge and experience.

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 with certifications in Salesforce and other tools. 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 for the position may be made by sending a CV with cover letter clearly demonstrating relevant experience and suitability for the role to info@enclude.ie.

Closing date for applications is 5pm on Wednesday 11th January2023.

First round interviews are scheduled for Tuesday 17th January 2023.

Enclude is an equal opportunities employer.

We are Recruiting a Business Analyst and Salesforce Solutions Implementation Consultant

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Overview

We are recruiting a Business Analyst & Solutions Implementation Consultant.

This is a client facing role reporting into the Solutions Implementation Manager. As a Business Analyst & Solutions Implementation Consultant for Enclude’s CRM cloud offering, you will be working closely with the client to deliver high-quality solutions.  You will lead on business requirements gathering and with solutions design and implementation.  This is an exciting opportunity to join a team of committed professionals to deliver CRM solutions to non-profit organisations.  It also provides tremendous opportunities for professional development and to work with the latest technologies and further your Salesforce certifications.

Duties and Responsibilities

Business Analysis and Solutions Delivery

  • Engage with the client and other key stakeholders to understand high-level business objectives and priorities
  • Work with the client and other key stakeholders to develop and assess detailed requirements/user stories with acceptance criteria
  • Translate verbal requirements into functional specifications
  • Collaborate with the technical architect and solutions implementation manager to produce a solution design
  • Configure and implement Salesforce solutions and components, to deliver creative and effective business solutions
  • Work closely with the technical architect and solutions implementation manager to ensure that the technical build suits the customer requirements
  • Work closely with the project manager to ensure that the client understands what is being built and the fit with requirements
  • Assist with test plan design and coordination of testing with end users
  • Follow the agreed implementation plan and ensure that deliverables adhere to quality standardsReview, assess and agree all solution design changes with the technical architect and solutions manager
  • Create and maintain documentation on processes, and other project documentation for the successful implementation and handover to clients and the Support team
  • Create user manuals and training materials
  • Assist and input to post implementation support
  • Provide handover to the Support team
  • Work closely with the project manager and team members and relevant stakeholders to ensure that all project requirements, deadlines, and schedules are on track
  • Meet with team members and stakeholders to identify and resolve issues

Client and Practice Support

  • Provide support with the management and ongoing development of client relationships
  • Work with colleagues to take client feedback to enhance the client offering
  • Develop a deep understanding of Enclude product offerings
  • Keep up to date with new Salesforce CRM features and functionality and provide recommendations for process improvements
  • Develop and apply sectoral and functional expertise to enhance the value offerings to clients
  • Promote Enclude’s products and services

Other duties

  • Attend staff meetings
  • Any other tasks, consistent with your position, as requested by the Solutions Implementation & QA Manager.

Requirements

Essential

  • Salesforce Admin ADM201
  • One or more of the following certifications: Salesforce Non profit/Sales/Service consultant / Platform Developer 1/
  • Experience with Salesforce configuration
  • Familiarity with database design concepts
  • Experience with Salesforce configuration
  • Demonstrated success in designing and configuring Salesforce solutions
  • Proven work experience in a business analyst/consultant role
  • Strong analytical skills, good attention to detail and the ability to demonstrate creative solutions
  • Strong consulting skills with good conceptual understanding of business systems and Client Relationship Management (CRM) solutions
  • A suitable business management / Computer Science, Software Engineering, MIS or equivalent preferred
  • Strong presentation and communication skills
  • Excellent verbal and written communication skills
  • Highly proficient in spoken and written English
  • Excellent problem-solving, listening, and questioning skills
  • Excellent interpersonal skills and ability to connect with system users in a wide variety of roles and with varied technical skills
  • Highly organised, good time management skills, with ability to handle multiple tasks with excellent attention to detail
  • Ability to work as part of a team
  • An interest in and commitment to the ethos and work of Enclude
  • Permission to work in the Republic of Ireland

Desirable

  • Non-profit sectoral knowledge and experience
  • Understanding of common business processes for non-profits
  • Experience with other CRM software

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 with certifications in Salesforce and other tools. 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 for the position may be made by sending a CV with cover letter clearly demonstrating relevant experience and suitability for the role to info@enclude.ie.

Closing date for applications is 5pm on Wednesday 11th January 2023.

First round interviews are scheduled for Tuesday 17th January 2023.

Enclude is an equal opportunities employer

Salesforce Nonprofit Event 31 May 2022

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Enclude are delighted to join the Salesforce.org Team for their first Irish Salesforce.org Nonprofit event, happening May 31st at Clontarf Castle.

REGISTER NOW!

The afternoon will include a Salesforce for NonProfits Demo, along with presentations from

Trish Nolan from South Dublin Volunteer Centre

John Langan and Declan Dixon from Trócaire

There will be plenty of opportunities for networking during the day

BOOK YOUR FREE PLACE NOW!

Tender for eSAFE Project Evaluation

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1. Overview

Enclude in-partnership with Safe Ireland and Quality Matters are seeking a suitably qualified consultant or researcher to evaluate the implementation of a customised Salesforce system (eSAFE) for 18 domestic violence services in Ireland

2. Project Background

In 2020, Enclude, in-partnership with Safe Ireland, Quality Matters and 18 domestic violence services developed and began implementation of eSAFE – a customised Salesforce system for Irish domestic violence services. The aim of the project is to develop a client relationship management (CRM) system to facilitate streamlining and work-related processes and data management within domestic violence services, as well as to provide high quality data to inform ongoing service development and national policy.

The system has been developed in-line with key principles of domestic violence service provisions, so that eSAFE is women and child centred and promotes confidentiality, safety and improved working processes in services.

Following a successful pilot and testing of the CRM in 2020, the eSAFE system is currently being rolled out to 18 domestic violence services in Ireland. This rollout involves training and the provision of on-going technical support, as well preliminary evaluation work.

3. Background on Project Evaluation 

An evaluation framework and a set of research instruments (e.g., online surveys) were developed by Quality Matters, an Irish research charity, with input and approval by Enclude and Safe Ireland. For the initial six months of this project, Quality Matters was the agency responsible for data collection and preparing a mid-point report summarising findings and feedback from the domestic violence services involved in the project so far.

In this framework, data is being gathered from managers and staff at three points to assess the effectiveness of the system and to measure outcomes across the implementation period. The three points are:

  1. A baseline survey to gather a baseline scores from participants (e.g., pre-test scores) relating to identified outcomes and feedback upon after receiving training on the eSAFE system;
  2. A mid-point survey to gather scores from participants on outcomes after one month post-implementation;
  3. An end-point survey to gather endline scores from participants (e.g, post-test scores) after four to six months post-implementation;
  4. A file analysis to assess system usage, fidelity and other factors.

While Quality Matters was responsible for analysing data and developing a mid-point report, Enclude would like to hire an external evaluator to complete the final project evaluation to ensure objectivity, given Quality Matter’s role in the development of the eSafe system and implementation process.

3. Objectives of the Project Evaluation

Enclude would like to engage an external evaluator to:

  • Undertake an analysis of the dataset, comparing scores at the mid and end points, to assess the effectiveness of the system and demonstrate whether managers and staff did (or did not) experience outcomes using the eSAFE system;
  • Undertake a thematic analysis of qualitative data gathered from the online surveys on the benefit of the eSAFE system and ways to further support services with on-going implementation or improving adoption;
  • Develop a focus group schedule for managers and workers to gather reflections on findings arising from the analysis;
  • Undertake four focus groups with staff and managers to validate findings from the analysis and reflections used to develop potential recommendations for improving the eSAFE system;
  • Develop a final project evaluation report and recommendations for improving the eSAFE system, which presents findings in a clear, readable way, and is prepared to a publishable standard.

4. Methodology

We expect that the methodology will include a combination of desktop work, as well as facilitating focus groups with managers and workers from eSAFE Domestic Violence services.

Additionally, the external evaluator will be provided with access to data gathered at the three points of the evaluation process and the mid-point report prepared by Quality Matters, when completed.

5. Consultant Specifications

The person or people hired to undertake this project should possess the following qualifications and skills:

  • Past experience conducting similar evaluations of projects through a demonstration of past work or evaluation reports;
  • Past research experience undertaking focus groups and/or interviews with participants;
  • Demonstrate an understanding of the work of domestic violence services and/or community and voluntary organisations in Ireland;
  • Strong report writing and communication skills;
  • Strong relationship management skills;
  • Ability to work to an agreed timeframe and deadlines;
  • (Optional) Understanding of and experience with using Salesforce would be an asset

 6. Timeframe

The work should commence in April 2022 and be completed by November 2022.

7. Budget Available

The total budget for this work is up to €5,100 (inclusive of VAT). The Consultant will be responsible for all tax, VAT and other associated liabilities.

8. Tender Process

To apply, please submit a tender document outlining the following information:

  • Description of proposed methodology and approach
  • Detailed breakdown of cost and timeline
  • Details of relevant experience
  • Copy of CV of any persons involved
  • Examples of previous work and contact details for two referees

Also, confirmation of valid tax clearance certificate and public liability insurance must be included with the tender.

9. Assessment of Tenders

Each tender submitted by the deadline will be assessed on the basis of:

  • Demonstrated knowledge and understanding of the brief
  • Proven track record
  • Experience in relevant methodologies
  • Knowledge of and experience working with domestic violence services and/or community and voluntary organisations in Ireland;
  • Cost

10. How to Apply?

Tenders should be submitted to info@enclude.ie by the close of business on 18th February 2022. Interviews may be held with potential candidates during the week commencing 21st February 2022.

If you have any questions, please feel free to contact eSafe Programme Manager, Dorota Górecka-O’Connor dorota.oconnor@enclude.ie by email before 17th February 2022.

Enclude Board Members

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Professor Lucy Hederman – Chairperson

Mr. Alan Sweeney

Mr. Ivo Meekel

Mr. Graham Brocklesby

Mr. Tom Slevin

Ms. Kate Longmate

Ms. Colma Nic Lughadha

 

A Critical Survey for NGOs Responding to 2020

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We need to hear your voice.

Nonprofits face a unique moment in history. The intense challenges of 2020 are changing everything about how we fundraise, adapt, and use technology to serve our communities. This inflection point will shape everything we do for the next decade — and beyond.

In the midst of this global crisis, TechSoup is partnering with a group of our philanthropic and technology partners on a global research project to understand the real-world barriers to technology adoption for nonprofits.

Take The Survey Now

We must challenge the outdated notion that “nonprofits are simply bad at using technology.” The truth is, nonprofits are used to doing more with less. And right now, nonprofits around the world are innovating with technology in real time to continue meeting critical human needs — all while grappling with an unprecedented combination of challenges to their operations.

We need a deeper, modern understanding of the barriers to technology adoption for nonprofits. And right now, major funders around the world are listening for answers to this question. They want to help. We need to tell them how.

This is TechSoup’s first entirely global survey in almost a decade. With your responses, we can map today’s opportunities and barriers to technology adoption so educators, service providers, foundations, and donors will know where to begin and how to have the greatest impact.  

As we plan for the future, technology must play a critical role in staying connected with our teams, and helping our communities to recover. It is critical that we understand both your organization’s individual tech needs and our collective tech challenges so we can craft the training, services, and support necessary.  

By better understanding the barriers and opportunities you experience, we can help organize efforts to support you. We can better target our partners’ philanthropic and corporate giving and can help other organizations like yours facing similar challenges around the world. 

Please take the few minutes it requires to complete the survey. The path toward all of us having the support we need to harness technology through the months and years ahead begins with you.

Eamon Stack, Enclude’s Founder and Former CEO – The Carmichael Interview

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What have Garvaghy Road Residents, MakePovertyHistory, Pieta House, Merchants Quay, Depaul and Peter McVerry Trust all got in common? 

Click here to listen to Eamon Stack’s interview with Diarmaid O Corrbui of Carmichael to hear how all these organisations and campaigns leveraged information technology to increase their impact.  

Hear Eamon explain how information systems empower front line staff and managers to deliver more targeted services and improved impact, empower whole social service areas with vital data to drive change through policy and advocacy shifts,  and now, how mobile apps will empower service users to take a more direct involvement in their own care planning /care journey.

Some photos of Eamon’s Enclude Story