The Richmond Fellowship
Maldaba co-created a common organisation language at Richmond Fellowship, and supported them to harness their data
The challenge for the Richmond Fellowship
The Richmond Fellowship (RF) is a nationwide charity helping people who experience mental health problems around the UK.
Richmond Fellowship came to Maldaba with a solution in mind. They had specified the technology they wanted to use, and the fields of data that needed to be captured. However, after our initial meeting with them two things became clear. Firstly, although they had defined their solution, they hadn’t yet defined the problem they were trying to solve. Secondly, even if the problem had been clearly defined, the technology they had chosen was inappropriate for the needs of their organisation.
I have always found the staff at Maldaba friendly, knowledgeable, professional and responsive to our needs. They understood both the work we do, our models of service and because they understand technology they were able to offer the best solution for our needs.
Grazina Berry, RF Director of Performance, Quality & Innovation
We spent time with RF, getting to know the organisation and understanding how they work. We helped RF establish a common language for dealing with clients so that all staff knew exactly what the terminology meant. Then we helped RF formalise their working practices into protocols (which they turned into a manual and use to train new staff) so that everyone knew what was expected of them, and when it was expected.
Finally we sat down with RF and looked at whether Maldaba could offer an IT solution to improve those working practices. What we delivered was a customised version of CaSS, our Clients and Services System. Because CaSS is web-based, RF staff around the country can securely access it at any time. All they need is a laptop with an Internet connection. All data is centralised on a single database that we designed and built, so that CaSS’s sophisticated reporting facility provides the latest up-to-the minute data to all levels of the organisation, from head office to front-line staff. The hundreds of staff at RF continue to use CaSS as a core organisational tool for the many thousands of past and current client caseloads, and Maldaba support RF, helping the organisation as it changes and grows.
Implementing CaSS for RF meant that for the first time, managers could easily analyse and monitor staff caseloads. Reporting to Head Office and to funders became far simpler since all data is instantly available. Staff benefit from a friendly interface that gives them easy access to their cases, and CaSS supports staff on a daily basis with alerts and prompts, helping staff stay up-to-date with their caseload activities.
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