ACCESS Reproductive Justice has a “Healthline” team that coordinates with clinics and volunteers to provide practical and procedural support for pregnant people seeking abortions and other reproductive care in the State of California.
Caller situations are complex and ever-evolving, so staff need to take a lot of notes and communicate with each other about important updates and action items. The team used a Google Doc to do this. It was a kind of running log, with people adding entries throughout the day, and then copying those notes to Salesforce and clearing them out at regular intervals.
The problem with this system was that it created double data entry, with staff having to jump back and forth between two systems. Important updates would get missed in the running notes, and it was not always clear who had to do what. There were also security concerns, since Google Docs are easily shared and copied, and deleted text is still held in revision histories.
To address these problems, we created a “widget” in ACCESS’s Salesforce for Nonprofits system. Rather than create a running list of entries in a Google Doc, the widget would create entries in the Salesforce Activity Timeline. Because each entry was a task, it was easy to see who was responsible for what, and action items could easily be reassigned to colleagues or the queue between shifts. The ACCESS Healthline team saw a massive jump in productivity and reduction of errors, saving time and helping to ensure that vulnerable and anxious people received the best possible care during a critical time in their lives.
“Undaunted has really helped, concretely streamlined our operations and also built out our infrastructure for our operations to improve.”
Sasha, Healthline Manager, ACCESS Reproductive Justice
