Buyer’s Guide to Nonprofit Case Management Software A Step-by-Step Guide for Choosing the Best Case Management Platform for Your Organization Introduction Nonprofit organizations play a crucial role in addressing unguided decision process may cost your organization societal challenges and improving the lives of vulnerable valuable time and money. populations. To effectively manage your operations and deliver impactful programs, nonprofits often rely on ded- This guide will explain how nonprofit organizations icated case management software. The right software should assess and select potential case management solution can streamline processes, enhance data man-software vendors. Inside, you’ll find tips on how to evalu- agement, optimize client services, and ultimately produce ate your own needs, make the best use of vendor demos, positive outcomes in the communities you serve. speak to references and customers, and evaluate exist- ing software capabilities. However, choosing the most suitable nonprofit case management software vendor requires a thorough We hope this guide is helpful in aiding you on your soft- evaluation process. A quick decision can result in beingware selection journey! tied to a solution that doesn’t work for you, while an The History and Evolution of Nonprofit Case Management Software Nonprofit case management software was first developed in the SOCIAL DETERMINANTS OF HEALTH late 1990s in response to a mandate by government funders that required social-good organizations to collect this client data as a condition of receiving government funding. With time, private and community foundations started requiring data collection from their Economic Stability grantees as well. Back then, the entire focus of case management software was maintaining compliance with funders. Funders want- ed to know how many people had received services relative to how much money they had invested. Many nonprofits built home-grown databases in Microsoft Access or other legacy, on-premise software Education to maintain funder compliance. However, they continued to use pa- Access and per intake forms and progress reports for their clients.Quality Software-as-a-service was launched in 1999, but at first it was only available for big enterprises or healthcare providers. It wasn’t until much later in the 2000’s that nonprofit case management started Health Care to dip its toe in the world of software-as-a-service. And even then, it Access and Quality was still focused mainly on funder compliance. Federal government funders like the Department of Housing and Urban Development (HUD) and the Department of Substance Abuse and Mental Health Services Administration (SAMHSA) were big drivers in the develop- ment of nonprofit case management software. Their “Homeless Neighborhood and Built Management Information System” (HMIS) and “Evidence-based Environment Care” requirements forced nonprofit providers to collect more data about the individuals they were serving. However, the now wide- ly-accepted concept of “person-centered care” hadn’t really been introduced into the nonprofit space. The case management soft- Social and ware being built was not designed to track how an individual hadCommunity improved outcomes as a result of receiving services. It was still all Context about tracking how many individuals had been served relative to the money invested. Buyer’s Guide to Nonprofit Case Management Software The Obama administration had a long-lasting effect on the nonprofit industry with their support of delivering “whole-person care” and addressing the social determi- nants of health. The administration funded many Medic- aid waiver whole-person-care pilots around the country where a healthcare organization was the backbone organization, and many nonprofits were invited to join the continuums of care. By 2015, the concept of whole-person care had been widely adopted by many in the nonprofit ecosystem, but they still didn’t have the data-collection or reporting tools to easily track how an organization provid- ed services across programs in order to help individuals and families have more stable life outcomes. The nonprof- it case management software solutions first introduced in the early 2000’s had been trying to add more features to keep up with demand, but it was very difficult to re-de- sign older technology to meet a need it wasn’t originally designed to meet. About the same time whole-person care was becoming widespread, the concept of collective impact became more widely adopted in the nonprofit ecosystem. Innova- tive nonprofit leaders realized that the most effective way to help individuals, families, and communities was to work together. Nonprofit providers wanted to deliver the right assortment of services to help each individual progress. And funders wanted to know how individuals and commu- nities were better off as a result of their investment. Whole communities came together to create social collabora- tives that help the individuals in their communities. The time was right for collective impact, but there was no software available that could help nonprofit providers to deliver and report on whole-person care (person-cen- tered care) while also enabling funders to understand the impact of their investment. A whole new version of non- profit case management software was needed to meet the needs of the nonprofit ecosystem. Buyer’s Guide to Nonprofit Case Management Software Nonprofit Case Management Software Today Today’s nonprofit case management software systems Each nonprofit case management software system has are designed to track, manage, and report on who you advantages and disadvantages, as well as different are serving and how you are serving them. When care- features and functionalities, but any of them should help fully vetted and implemented, a nonprofit case manage- you to: ment software system should increase staff efficiency and effectiveness and enable person-centered care. • Spend less time on paperwork and processes so you Modern case management solutions also go beyondcan spend more time serving participants; counting outputs and client demographics to tracking • Deliver person-centered care across multiple pro- how individuals and families are better off as a result of grams; and your organization’s efforts. If this is one of your orga-• Use data to demonstrate your impact so you can drive nization’s strategic goals, make sure to look for a case social change, grow your organization, and ensure long- management solution that goes beyond funder com- term sustainability. pliance and provides transparency into client, program, The goal of this guide is to help you understand the and organizational outcomes. different nonprofit case management software solutions available and which one is right for you and your unique goals as a nonprofit provider. Knowing When to Switch Before starting the evaluation process with potential vendors, it is essential for nonprofits to get a good handle on why they think they need software. They can do this by conducting an internal needs assessment. When embarking on the journey to select a case man- agement software vendor, effective communication is paramount. Engaging in open and transparent discus-There are several potential reasons why sions with vendors can provide valuable insights into theira nonprofit might seek new case solutions and ultimately help you find the best fit. Being management software: able to articulate your reasons for shopping around is• No system is in place. You’re purchasing your first critical to the process. Most vendors do not want to fit a system. Congrats! square peg into a round hole.• You’re using software that isn’t meant for Regardless of the reason, you should conduct internalcase management. This is very common for discussion to gather feedback from current and prospec- nonprofits. Perhaps your organization uses a CRM tive software users. What do they like and dislike about for other purposes, and you’ve cobbled together software they have used in the past or are currently a case management process within it, but the cost using? Who should be involved in the evaluation process? in staff time to make it work (if it even works) is What’s on their wish list? What would a successful soft- enormous. Or maybe it doesn’t allow you to track ware implementation look like to them? How might caseoutcomes or impact. management software interface with other software that • You’re using a legacy case management the organization uses? Even if you aren’t in a buying cycle, system. Older systems may not be keeping up this information-gathering exercise is worthwhile to con-with the evolving nonprofit landscape. duct on an annual basis. • You’re using government-mandated software. State or federal-mandated software can go away at any time, and you’re nervous about losing access to something you don’t ultimately control.• You’re simply unhappy. Perhaps rising costs, poor customer support, or a lack of key functionality is making you think it’s time to make a change. Buyer’s Guide to Nonprofit Case Management Software Gathering Your Needs and Requirements For those organizations buying case management accomplish with software? What do they need to be software for the first time, gathering and documenting successful with their work? your internal needs and requirements will never be more important. Consider conducting internal discussions to For those organizations already using software for case gather feedback from current and prospective software management, be sure to first assess the capabilities of users. What’s on their wish list? What are they trying to any existing software you currently use. IDENTIFYING PRIORITIZE REACH OUT TO GAPS DESIRED FEATURES YOUR CURRENT VENDOR Review your current software’sMake a list of features that your It’s possible that your current features and functionalities existing software lacks but are critical vendor already offers the desired against your organization’s case for your organization’s operations.functionality, either through products management needs. Identify anyThis will help you prioritize theseyou already use or that you have gaps or limitations that may be features during vendor evaluations not yet purchased from them. A impeding your efficiency and and ensure the new solution fills the simple upgrade or additional training effectiveness.gaps effectively. may be all that’s required. Jumping from one vendor to another may ultimately be unnecessary. Ultimately, your discussions should center around one This approach shifts the importance away from fea- question: Will we be happy we made this change a year ture count and cost when choosing software. Instead, it from now and why? Usually, this means that the staff is emphasizes the importance of users actually using it, the actively using and benefiting from the software in a waystrength of the ongoing relationship with the vendor, and that shows the subscription fee is worth it. The worth can the overall value of solving known problems compared to be measured by looking at how satisfied employees are, the cost. how much work they get done, how much time they save, or if funding/revenue levels increase as a result. Buyer’s Guide to Nonprofit Case Management Software The Vendor Phase Once you have your requirements in place, it’s time to find potential vendors. There are many options when it comes to nonprofit case management software: some solu- tions are dedicated and laser-focused, some offer case management as an add-on module, and some systems weren’t specifically built for case management, but can be customized to do it. This next phase of the process consists of three parts: Research, the Demo, and References. Buyer’s Guide to Nonprofit Case Management Software RESEARCH First, you’ll want to research providers in the nonprofit Some software solutions may require initial set-up or technology space. Google is obviously your friend, but configuration or data conversion from the previous sys- don’t be afraid to ask your peers what they use fortem, which could incur additional charges. Furthermore, case management. training costs should be taken into account, as adoptingnew software often involves training staff members to ef- Create a List of Potential Vendors. Consider creating afectively utilize the system. By factoring in these associat- document where you can take notes as you get further ed costs, buyers can better assess the overall investment along in deliberations with vendors. required and make informed decisions about the feasibili-ty and long-term sustainability of the software solution. Devour Website Content. Most software vendors have excellent websites with videos, screenshots, and documen- Lastly, be sure to understand the billing terms themselves. tation on how their software works.Many SaaS providers will display monthly pricing, butrequire annual payments. Pay attention to the length of Understanding Costs: It’s critical that buyers understandcontracts, as a longer commitment may come with a how software is priced and the factors that determine theprice break. full costs of purchasing the solution. There are almost as many pricing structures as there are software as a service Seek Third-Party Analysis. Software directories like (SaaS) providers. For example, fees can be based on theCapterra and SoftwareAdvice offer additional information number of records, users, or programs tracked, in addition beyond vendor websites, such as analysis and reviews. to pricing based on specific modules or functionality. It is You may also find information on independent blogs and not uncommon for a buyer to think they are getting ev- publications; just be sure to check for any potential con- erything the software can do, only to find that they need nections between them and the vendor in order to root to pay more to “unlock” that feature. By fully compre- out potential bias. hending these pricing details, buyers can make informed decisions that align with their budgetary constraints and Reach Out! When you’re ready to talk with your shortlist ensure they are investing in software that meets their spe-of vendors, reach out through their websites. Most often, cific needs without incurring unexpected expenses. the way you’ll do this is to request a demo. In addition to understanding the pricing structure, non- profit case management software buyers should also consider potential set-up or implementation, customiza- tion, and training costs. Buyer’s Guide to Nonprofit Case Management Software DEMO Vendor demonstrations, or demos, are an integral part of the evaluation process. Demos provide nonprofits with an opportunity to witness the software in action, explore its functionalities, and assess its user-friendliness. Here’s how to make the most of demos: Prepare a Demo Scenario: To effectively evaluate the software’s suitability, create a demo scenario that mir- rors your organization’s real-world case management processes. This will allow vendors to showcase how their software addresses specific challenges and meets your requirements. Attend Live Demos: Whenever possible, attend live demos rather than relying on pre-recorded demonstra- tions. Live demos enable nonprofits to ask questions, seek clarifications, and observe how the software performs in real-time. Evaluate the system’s ease of use, interface design, customization options, reporting capabilities, and integration potential. Get Hands-On: If requested, your vendor may give you access to self-serve interactive tours so that you can click around and see the software for yourself. Buyer’s Guide to Nonprofit Case Management Software REFERENCES To gain deeper insights into a potential vendor’s perfor-Seek Peer Recommendations: Engage with nonprofit mance and customer satisfaction, it is essential to speakcommunities, forums, social media groups, or profession- with their references and existing customers. This step al networks to gather recommendations and feedback provides firsthand experiences and helps to validate ven-on different software vendors. These insights can be dor claims. Consider the following actions: invaluable in narrowing down your choices and avoiding potential pitfalls. Request a List of References: Ask each vendor to provide a list of references—other nonprofit organizations This process may seem like a lot of work, but the alterna- that are currently using their case management software. tive to not doing your due-diligence can be thousands of Reach out to these references and inquire about theirhours and dollars lost, and years stuck in a system that ul- experiences, implementation processes, support quality, timately does not move the needle for your organization. and overall satisfaction. Buyer’s Guide to Nonprofit Case Management Software Top Product Listings In order to give you a head start in your search, here is a little bit of info about SureImpact, as well as three of the providers that we run into the most. SureImpact (in our humble opinion) is the only Caseworthy, like Apricot 360, also boasts a compre- software available in the case management catego-hensive suite of tools for managing client informa- ry that offers true impact measurement capability. tion, tracking services, and streamlining workflows. SureImpact delivers easy-to-use, person-centered However, online reviews often mention how compli- case management that allows you to show how cated the system can be. participants are better off in the long run. Our best- in-class analytics tools come without any additional Salesforce offers a nonprofit version of their pop- fees and give you the ability to export data and ular-in-the-for-profit-world CRM that can be cus- analyze it. Some traditional case management sys-tomized for case management purposes. Though tems may have more “bells and whistles” but theirextremely flexible, it typically requires an upfront set- data modeling makes it hard to get the data out in a up by a certified Salesforce administrator in order usable way. to be used by a nonprofit for any purpose, let alone case management. Apricot 360 provides a centralized platform to manage client information, track services provided, In addition to these providers, there are some niche and monitor client progress through customizable products available for specific types of orgs. For forms and workflows. However, there may be a example, both PlanStreet and Clarity Human Ser- learning curve associated with implementation, vices are specialized for organizations that provide training, and support to fully utilize its features. Crit- housing and services to homeless individuals and ical online reviews often cite quality of support as a need to maintain compliance with HMIS data collec- drawback. In addition, Apricot was designed for cap- tion standards. turing data, but user reviews describe the process of exporting data as challenging. One additional consideration: Social Solutions, the creators of Apricot 360, was recently acquired by a larger firm. Buyer’s Guide to Nonprofit Case Management Software ROI Software purchases are often perceived by nonprofitsoftware is vital for delivering effective services to clients, leadership as a necessary but burdensome expense for streamlining operations for employees, and securing sus- conducting business that should be minimized whenever tainable funding for your mission. possible. This perspective may be valid and even prudent for some software categories. Therefore, when contemplating data management tech-nology, such as case management software, it is prudent However, when it comes to solutions that handle pro- to not only assess its current state (features, cost) but also gram, client, or donor data, it is crucial to regard them as envision your organization’s competing future states: 1) the more than just a utility. Instead, they should be seen as alikely outcome if we maintain our current state (status quo) critical resource, akin to staff, where qualitative and out- 12 months from now, and 2) the likely outcome 12 months come-based characteristics play a significant role in the after implementing the new software. selection process.Software vendors will often offer up a potential future Consider the scenario of exclusively hiring employees state in the form of a Return on Investment (ROI). This is based solely on their willingness to work for the lowest typically a projected amount of money you’ll either save salary. Effective nonprofit organizations rely on capable due to the new software’s features and processes, or ad- employees to thrive. Likewise, efficient data management ditional revenue that you wouldn’t raise otherwise. Wrapping Up Selecting the right nonprofit case management software vendor requires careful consideration and a systematic eval- uation process. By effectively communicating with vendors, attending demos, speaking to references and customers, and assessing existing software capabilities, nonprofits can make informed decisions that align with your organization’s specific needs. Remember, choosing the right software solu- tion is an investment in your organization’s ability to deliver meaningful services, streamline processes, and drive positive social impact. By following the steps outlined in this guide, nonprofit organi- zations can approach the evaluation process with confidence, armed with the knowledge needed to select a case man- agement software vendor that will support your mission and enhance your impact on the communities you serve. New Nonprofit Case Management Software Adoption Checklist KNOWING WHEN TO SWITCHTHE DEMO • No system is in place • Prepare a demo scenario • You’re using software that isn’t meant for case • Attend live demos management • Get hands-on • You’re using a legacy case management system REFERENCES • You’re using government-mandated software • Request a list of references • You’re simply unhappy with your current solution • Seek peer recommendations GATHERING YOUR NEEDS AND REQUIREMENTS RETURN ON INVESTMENT • Identify gaps • Assess where your organization will be in 12 months if • Prioritize desired Features you maintain the status quo versus the likely outcome 12 • Reach out to your current vendor months after implementing the new software. RESEARCH • Create a list of potential vendors • Devour website content • Understand costs • Seek third-party analysis • Reach out to vendors SureImpact offers person-centered case management, impact management, dashboards, and analytics, enabling staff to track and measure activities and outcomes for their clients, while providing leadership with powerful insights into program and organization performance and social impact. Learn more today at info@sureimpact.net or 614-826-7774. ©2023 SureImpact, Inc.