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We sat down with Kristen Brown—Director, Case Management Technology Product Owner of Goodwill Industries International, Inc.—to talk about her experience with CaseWorthy. Here’s what she had to say!
Background & Context
Can you briefly describe your organization and the programs that use CaseWorthy?
I work for Goodwill Industries International, Inc. (GII). We use CaseWorthy to record and report on grant data mostly relevant to Workforce Development. Additionally, GII supports local Goodwill organizations across the United States and Canada use CaseWorthy in a multitude of program areas, including but not limited to: workforce development, adult day services, and supported employment.
Before CaseWorthy, what were the biggest challenges or inefficiencies your team faced?
Prior to CaseWorthy, we were using a system that was nearly 20 years old. It was a homegrown system, was self-managed and as a result was difficult to update and maintain.
Operational Impact
What measurable improvements have you seen since adopting CaseWorthy?
CaseWorthy has allowed us to better define our metrics and offer Goodwill organizations the ability to have a system which meets their needs and the needs of their grants and other state or federal funding sources. CaseWorthy is extremely customizable and allows our members to do their work in a way which makes sense to them.
Approximately how much time or effort have you saved on key processes or reports?
This can vary since each local Goodwill organization uses the system differently, but the flexibility allows them to work in ways that best support their individual processes.
Which processes or workflows are significantly easier or faster now?
The intake process for local Goodwill organizations can be lengthy and requires a lot of paperwork. Now that process can be managed electronically, which saves a significant amount of time and resource. Forms can be signed digitally, and participants can enter their own information directly to a client portal...just two simple examples of how the platform helps case managers work more efficiently.
How have these improvements affected staff workload, morale, or capacity to focus on higher-value tasks?
Because CaseWorthy tracks data automatically, reporting is built in. Before, some Goodwill organizations were only collecting data manually, using paper forms, which then required reviewing individual records to get the data they were looking for.
Can you quantify any cost savings, reduced errors, or revenue/funding gains linked to these efficiencies?
Better quality data allows local Goodwill teams to more confidently seek out funding and grant opportunities – which helps expand services and community impact.
Client and Mission Impact
How has CaseWorthy helped your organization better support clients or fulfill your mission?
By collecting and storing data in one centralized location, CaseWorthy makes it easier to understand the full client experience and journey. This helps case managers provide better support to their clients, advancing the Goodwill mission of strengthening individuals, families, and communities.
Data, Compliance, and Broader Value
How has CaseWorthy changed your ability to collect, analyze, and report data?
CaseWorthy provides flexible reporting options for users of all skill levels. With front‑end reporting, individuals can easily access real‑time data exactly when they need it.
How has reporting improved in terms of speed, accuracy, or frequency?
The ability to build and run reports is a much faster process than with previous systems. As a result, data is more readily available when requested from leadership and other stakeholders.
How does this better support compliance or accountability with funders, regulatory agencies, or partners?
Improved data quality enables more consistent reporting to funders. As a result, funders can feel confident that their investment is being used responsibly to drive real, measurable impact in the communities we serve.
Have you noticed gains in compliance, accountability, or transparency?
We have changed the way we generate reports, which has given us better visibility into our data and how we collect it. Improved reporting allows us to review and validate our data more efficiently.
Looking Ahead
What metrics or goals are you most proud of since implementing CaseWorthy?
GII can more clearly demonstrate the impact local Goodwill organizations are making in their communities through training programs, wraparound support services, and successful employment placements.
Are there specific outcomes you’d like to build on or new goals you can now pursue because of these improvements?
CaseWorthy’s flexibility makes it easy to adjust goals and track new metrics as priorities evolve. This gives us confidence that we can pursue new goals, accurately measure success as they take shape, and continue advancing the Goodwill mission of providing people with the support they need to empower themselves and thrive.
If you had to sum up CaseWorthy’s overall impact on your organization in a single sentence, what would it be?
CaseWorthy has created continuity across our organization, making it easier to define and track metrics that support our mission and impact.
