In advocacy and community services the stakes are high. Long waitlists, overwhelmed staff and disconnected systems often stand between clients and the support they need. The latest edition of the ACNC’s Australian Charities Report* shows the sector growing rapidly as the result of continued increase in demand for services. That’s why a growing number of organisations are embracing client-centred case management: an approach that prioritises the individual’s goals, strengths and experiences, supported by smart, scalable technology.
At SalesFix, we’ve seen the power of this approach firsthand.
What is Client-Centred Case Management?
Unlike traditional service-centred models where processes are built around diagnosis, eligibility and compliance, client-centred case management focuses on the whole person. It empowers clients to participate in their own care journey, encourages collaboration with families and communities and adapts to the unique context of every case.
But to do this effectively organisations need the right tools.
Technology as the Enabler
Delivering person-first services at scale is near impossible with legacy systems or manual admin. A well-designed CRM solution can make all the difference.
Using Salesforce, we build systems that give advocates:
- A 360° view of the client journey
- Automated documentation and consent workflows
- Built-in communication via SMS or email
- Real-time reporting for funding, compliance and forecasting
With the right platform staff gain the visibility and support they need to focus on what matters most: helping people.
Download Our Latest Report:
Real Impact: DA NSW’s Transformation
Disability Advocacy NSW supports more than 30,000 clients across two-thirds of New South Wales. They were facing:
- 6-month waitlists
- Case resolution times exceeding 5 months
- Fractured workflows and poor data quality
- Staff burnout from admin burden and unclear oversight
In partnership with SalesFix, they transitioned to a Salesforce-based case management solution designed around client outcomes.
The results:
- Case resolution time reduced by over 60%
- Waitlists reduced across 8 teams
- Staff morale improved, admin reduced
- Dashboards enable fast forecasting and decision-making
- Clients experience greater transparency and faster support
“We’ve changed our processes at the same time as building in this new technology. One couldn’t happen without the other. Technology is helping deliver the ideal outcome for both staff and our clients.”
— Amanda Brickwood, Executive Officer, DA NSW
The Future of Advocacy Services
DA NSW continues to evolve its solution, including upcoming integrations with Salesforce Einstein AI and a client portal to give individuals even greater control.
This is just one example of what’s possible when people, process and technology are aligned around client outcomes.
Ready to Get Started?
If you’re looking to reduce admin, improve client outcomes and build a sustainable foundation for future service delivery, client-centred case management could be your next big step.
SalesFix can help. We specialise in Salesforce implementations tailored to human services, with a strong focus on people-first outcomes.
Speak to our For Purpose Practice Manager Nicole Aebi-Moyo today.
[email protected]