Impact Story
A CRM Built Around People: Community Families' Digital Journey with Enclude
Find out how working with Enclude can help you move from paper records and anecdotes to data driven decision making.
SHARE THIS STORY:
The Challenge
The Community Families NOSG provides oversight and direction of the local services that deliver the programme. Under previous programmes records were paper based, which led to data siloes, and difficulties in managing and understanding the processes, challenges, requirements and successes being experienced at the local service and national oversight levels. There was too much reliance on anecdotal evidence when it came to decision making.
The implementation of a CRM was seen as a key tool to supporting families and Home Visitors locally and enabling accurate, timely, and evidence-based reporting to the NOSG, government, and others. The CRM needed to be accessible to
- Home Visitors to collect data with parents as part of their visits,
- Local services to analyse and monitor programme delivery, impact and supports for families,
- National Host Agency to be able to aggregate and analyse the data at a national level and present it to the NOSG.
It needed to take into account that users would be coming from a range of experience and comfort levels with digital tools and data mining.
The Solution
Enclude designed and implemented a solution to serve the programme’s local and national requirements.
The system was developed collaboratively with the local sites, and the national team, making sure everyone was listened to and understood. Enclude took the time to understand and address the challenges faced by everyone from the Home Visitors to the NOSG and Initiative Director.
Instead of completing paper-based forms, Home Visitors now use tablets to enter information directly into their local service CRM whilst they are out in the field. Standard forms for recording visits, groups and assessments means data is collected consistently on a local and national basis.
Once a quarter, data is pulled into the national CRM for review and evaluation.
Enclude continue to provide support and training where it’s needed.
The Impact
The CRM has been integral to the way Community Families reports on its activity and impact, as well as to the services it delivers.
Locally:
Good data starts with the Home Visitors, a team with varying levels of comfort and experience when it comes to digital literacy. Enclude put in the time and effort to work with them to bring them on the journey and provide continuous support.
Local teams now have clearer understanding of what’s happening in their areas, and it’s been easier to roll out new assessments where needed.
Nationally:
The National team can use the solution to ensure that the programme is being delivered consistently, the way it was intended. As well as capturing key data around training, policies and procedures, the solution also allows for detailed analysis of the service itself – e.g. who is accessing it, who is making referrals to it, what are waiting times.
Where evidence was anecdotal, the team now have clear, consistent and focused data that has allowed for greater insights and understanding not only into the service, but also when it comes to maternal health, infancy and early childhood in the communities it supports.
Aggregated data, reports, charts and dashboards allow them to more quickly spot trends, successes and issues. The team can easily see what’s happening both locally and nationally. Most importantly it has meant they have the hard data to prove the programme works and needs to be resourced.
The Experience
We asked Josephine if she could use 3 words or phrases to describe Enclude, and the experience of working with us:
“Effective – Enclude did what was needed and have taken the time to listen and work with those people for whom using a CRM is a massive leap. Not everyone understands this challenge.”
“Comforting – Enclude have been there for us. If we have an issue, we can go to them. We haven’t been left on our own with the data and the solution. Continuous support and the ability to work together has been really important.”
“Part of our Journey – The Enclude team has been beside us on the journey of redeveloping the Community Families Home Visiting programme. They’ve worked with us on reviewing what data we can and should capture and using this to tell our story.”
About Community Families
Community Families is Ireland’s national home-visiting parent-support programme. It offers free support from pregnancy to age 3 through trained Home Visitors, and is delivered locally by community services in partnership with Tusla and the HSE. National College of Ireland (NCI) is the host agency for the programme.
The implementation of the Community Families Programme nationally is supported by the National Oversight and Support Group (NOSG) with representation from the HSE, Tusla, NCI, and the Katharine Howard Foundation.
Find out how eService can boost your impact with smarter data insights
SHARE THIS STORY: