How to document your workflow for successful software implementation.

Whether you’re making widgets, supplying software, or connecting families and children, your organization’s process is the path that you follow to get the job done. When implementing new software in your organization, documenting your processes so that you can translate them into a digital format is an important but often skipped step.

In this guide (Part 2 of our 3 part series on software implementation) we’ll discuss your agency’s process: evaluating and documenting your agency’s internal processes and workflow to integrate with new software. (It’s not as terrible as it sounds...we promise! :) 

In our experience, this is the step that tends to be rushed, overlooked or just so “well known” that your team doesn’t need it written down (or do they?) Although this can be time consuming, we’ve found that confusion and frustration implementing new software is much more likely when this step is skipped. 

Your processes and procedures are not static. They change with time, new technology, new requirements, and new resources.

Taking the time to work through this important step is a great opportunity to identify where there might be redundancies, or overly complex parts of your programs that can be simplified.

REMEMBER: The software should be able to be customized to your agency’s process, but your process should also be open to changing to become more efficient and easier to implement within the software.

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Create your Process or Workflow Map

How do you go about describing your workflow process? Watch the short video below for a great description of how to get input from your team.

Map your workflow and processes, looking for potential improvements to your current client experience

(Pro tip: ask your team and clients for feedback!) 

There are many ways to go about this mapping exercise. Using post-its, spreadsheets, drawing diagrams or using mind mapping software are all great options.

Some examples of processes or workflows in adoption and foster care are: Inquiry, Application, Home Study, Licensing, etc.

Next, map out the steps in each stage of your process. Determine who is responsible to complete the step and how. For example, when a new inquiry comes in, how does it come in? What happens next? Who does that? What happens next? How does that get done? Who does that step? Etc.

Avoid the temptation of recreating a process in your new software that is unnecessary, redundant or needs improvement. This is a great opportunity to streamline!

Determine which parts of your workflow will be customized in the software first. We recommend beginning with simple processes (such as data entry) then building on the software with more complex ones such as automations and emails and building templates to print the data. 

Check out our other blog posts on this topic:

Use Sticky Notes to Document Your Process

Create a Consistent Client Journey

Use a Swimlane for Workflow Documentation

7 Tips for Helping Your Staff with New Software

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Let’s connect!

Our team is here to support yours as your partner in growing your agency with new software. Schedule a call below. We’d love to chat!

3 Step Plan for New Software Implementation

In this three part series, we’ll take a deeper look into each of the steps in the software implementation process: Plan, Process and Practice. 

If we’ve learned anything in 2020, it’s that there is only one thing you can count on for certain...change. For profit businesses and nonprofits alike are continuing to adjust and adapt to these changes by evaluating their internal processes and customer experience to see where improvements can be made. For many foster care and adoption agencies, that includes making sure that teams and families are able to complete requirements online with new software (like SAM).

1) Set Goals for the New Software

Clearly state the reason(s) that you’ve decided to look for new software. Then, list your organization’s goals for the software. When we ask potential clients about their goals for SAM, the top three responses we hear are: 

1. Saving time by automating processes

2. Centralizing case management

3. Improving client experience by offering online services

Write out and prioritize your goals and decide which are most important. These are the goals you’ll implement first. While SAM absolutely can achieve all of these goals (and more), we recommend prioritizing them and beginning with just one at a time. That way you don’t overwhelm your team and admins by changing too many processes at once. 

2) Create a needs assessment, or “needs list”

Just as in the social work field, doing an assessment and setting goals are the first steps in creating your plan of action. With software, the assessment phase includes creating a “needs list” of features that you need, then setting goals and making a plan that includes implementation milestones, training, etc. 

The features we want on our needs list can then be organized into “must-have”, “nice-to-have” and “later.” Seek feedback from others in your organization as well as past and current clients to help prioritize this list. Some questions might include:

• How do we want to use the software? 

• What features do we need right away to meet our clients’ needs?

• What tasks are we doing over and over again that can be automated? 

• How many users will we have?  

• Do we need to integrate the software with our other technologies (email, website, fundraising, accounting, etc.) or does the software do any of those functions?

• Are there other technologies we can eliminate and/or consolidate by purchasing this software?

• How much can we spend? 

3) Create your Plan of Action

Now that you’ve created your needs list and set your goals, it’s time to put all of that information into a plan of action. Let’s go! 

First, let’s take a look at exactly what implementation means for your agency. What does it look like? How long do you think it might take? How will you know when you’ve completed it? 

Make your implementation/roll out plan:

• Create a timeline for the implementation and training processes. 

• Choose an admin and training team 

  • Choose administrators and training team leads that understand your processes in detail, have the time to learn and the patience to teach the software, and aren’t afraid to test, play and ask questions about the new technology.

• Begin to research software programs and schedule demos with vendors 

Nicely done! In our next guide, we’ll discuss how to create a Process Map to convert your agency’s specific procedures (or processes) into a digital form. Then, we’ll discuss the important last step, training your staff and clients on your new software. 

Need to connect with families while working from home? Schedule a call today!