Eastern Nebraska Office on Aging Gains Efficiency and Better Data with ServTracker by CaseWorthy
Eastern Nebraska Office on Aging (ENOA) is an Area Agency on Aging (AAA) serving the greater Omaha metropolitan area. ENOA provides a wide range of services for older adults, including Meals on Wheels, care management, Medicaid waiver programs, volunteer services, and in-home services.
Katelyn York is the Meals on Wheels Director at ENOA. Her team began implementing ServTracker by CaseWorthy in June 2024 and went live with all staff in January 2025.
Slow Systems, Paper Processes, and Missing Data
Before ServTracker, ENOA’s Meals on Wheels program relied on outdated processes that slowed the team down daily. Staff did much of their work with paper and pencil, and the software system they had been using was cumbersome and tedious.
Further, the old system simply could not store all of the data the team was collecting. Client intake forms captured important details like veteran status and pet ownership, but there was nowhere to store that information. Consequently, it ended up buried in notes fields, or not recorded at all.
Measurable Improvements from Day One
Once ServTracker went live, the team quickly started seeing results.
One of the biggest improvements was the ability to place clients on long holds. In the old system, there was no hold function; if a client went to the hospital or was temporarily unavailable, staff had to manually suspend that person’s service every single day until they returned. With ServTracker, they can place someone on a long hold and not have to touch the record again until the client comes back, which alone saved the team significant daily effort.
Data entry also became noticeably faster. In one example, a staff member who handles data entry for holiday meal signups. Clients who want a frozen meal delivered ahead of a holiday submit paper requests, which must be entered into the system manually, often taking many hours. With ServTracker, the process took less than an hour. Per Katelyn, “he never wants to go back to the old way again.”
Putting Data to Work
One of the biggest differences ServTracker made for ENOA was taking data that used to sit in notes fields and turning it into something the team could use.
With custom fields for veteran status, pet ownership, and other client details, staff can now run reports that would have been impossible before. When ENOA received special funding for holiday pet bags, for example, Katelyn was able to pull a list of clients with pets in minutes. Without that reporting capability, the team would have spent hours combing through individual records.
The same applied to delivery instructions. ENOA noticed that some Meals on Wheels clients were not answering the door because they were hard of hearing or had broken doorbells. That information lived in the delivery instructions field in ServTracker, which meant Katelyn could run a report to identify exactly which clients might benefit from a wireless doorbell. The organization secured special funding for the doorbells and was able to quickly match them to the right households. And without the ability to run that report, this process would have taken hours to accomplish manually.
Freeing Up Staff Time and Reorganizing for Efficiency
The efficiency gains from ServTracker went beyond saving a few hours here and there; Staff soon found they had more free time to take on other tasks and develop new skills, offering opportunities to improve the quality of services provided and help more people.
When a team member retired, Katelyn was able to evaluate whether the position needed to be backfilled. Because the team had become so much more efficient with ServTracker, they reorganized and divided up the responsibilities instead of hiring a replacement.
And with grant applications, the whole application process became significantly faster now that Katelyn can pull the data she needs from ServTracker without manually piecing it together.
Managing Change with a Supportive Rollout
Transitioning to a new system is always difficult, but the key to a smooth rollout was going slowly and making sure staff knew they had support throughout the process. Katelyn recalled, "Just starting the process really slowly and knowing that there was someone there that could help them really helped the staff feel that they could feel comfortable going to a new system."
What Comes Next
With the foundation in place, Katelyn is already thinking about what comes next, and the Mobile Meals app is at the top of her list. She sees it as a way to bring real-time communication into the field, so volunteer drivers can flag concerns or ask questions from their routes without having to call into the office.
The Bottom Line
When asked to sum up ServTracker’s impact in one sentence, Katelyn did not hesitate: “Better efficiency. Every aging services organization should use ServTracker. I would scream that from the mountaintops. It has made my life so much easier.”
