Case Study: Olivia's Place Warragul


Olivia's Place in Warragul is a small charity that offers perinatal support via telephone calls and face to face meetings, and a small material aid program.

We helped them scope a small project to digitise and found a qualified Salesforce Administrator to execute the plan, together with co-founder & board member Kirsten Finger. 

In March 2020, Olivia's Place was able to go out and buy two mobile phones and issue these along with laptops to the family support workers and admin team and send them home to deliver the family support program starting the next day. 

They shut their office, and now offer virtual face to face meetings, phone and social media connections to already socially isolated and families with vulnerabilities.

Questionnaire

What has the introduction of Salesforce meant for Olivia’s Place?

The system is amazing for pulling programs together, streamlining service delivery, reducing overall workload, team management and right now the ability to work remotely. We also really value all the support we received along the way via zoom to edit, customise and learn from the experience of Jessica and her team. 

How satisfied are you with your implementation?

5/5. I was able to give Jessica our paper forms and she was able to perfectly match them to custom objects and business processes in Salesforce. It has made paper completely redundant. We hardly print anything anymore. We are paper free for tracking our programs and impacts!

How confident are you in your own ability to lead further development?

I am pretty confident about what we have already built but I know there is a lot more functionality that we are not using yet.

Do you feel you know enough about Salesforce works now that you could ask the right questions to the right people in the future?

Yes! We love the NPSP, and look forward to developing our fundraising skills using the features and benefits of this. 

How happy are you with your own skills 6 months on?

I have learnt so much. I am ready to help others with what we know and have loose plans to make further improvements

How important was this digital program for your service?

We were using paper forms and a whiteboard in an office. Had we not made this transition with technology there would have been no way we could have worked from home through the current Covid-19 pandemic. There is simply no comparison with how we did things before. 

Could you have continued operating as you were?

It was either this or start scaling back because demand for services was so high yet resources so low in comparison. 

Did you have service level or reporting requirements that made this essential?

Introducing this technology was absolutely crucial. The demand for our service meant something needed to be done. Now we have incredible data tracking and reporting as well as cohesive, timely care delivery. We need this for clinical governance. We are working towards accreditation to open up more funding opportunities with our local Primary Health Network and feel confident in the ability to achieve this thanks to our strong tracking and assessing ability. Achieving accreditation will unlock $150,000 worth of funding for our program in the next year.

Who funded this implementation?

Drouin District Community Bank gave us a grant of just over $13,000 in 2019 to fund the customisation and implementation of Salesforce for our Gippsland-based charity.  Without their support we wouldn’t have been able to get it up and running. One of the conversations we had with them at the time of applying for the funding was their desire to fund projects that didn’t produce one-off or small results, but big longer term impacts on organisational sustainability.  We are so excited to share with them the breadth of impact their funding is affording Gippsland families, especially in light of our ability to provide uninterrupted services from our own homes through this period of self-isolation.

What did the project cost in the end?

Olivia’s Place has spent about $8,000 so far in wages for the Salesforce Administrator. The primary goal of the investment has concluded but as there is money remaining the project continues with 3 hours of administration from her support a week. The focus has turned to fundraising, and a new donation landing page has been implemented that integrates directly with Salesforce. This means Olivia’s Place has instant visibility of all financial donations made online https://oliviasplace.raisely.com/.

Note: All of Jessica’s time supervising and designing the data model, businesses processes and fundraising set up was donated. 

For interview or more information

Kirsten Finger 0402 609 343 kirsten@oliviasplace.org.au

Jessica Macpherson 0437 476 750 jessica@stkildamums.org