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Population Served: Hoosiers across central and southern Indiana served through workforce and mission programs
Solution: CaseWorthy Case Management with CaseBot Reporting
Insights From: Tiger Hsu
Summary:
Goodwill of Central and Southern Indiana runs a wide range of programs supporting Hoosiers through employment services and other community-focused initiatives. When the program first turned to CaseWorthy, coaches and managers were tracking participant data in parallel Excel spreadsheets, with conflicting versions of the truth flowing across programs. Tiger Hsu, Development App Integration Specialist and a former software engineer, joined in 2024 to bring the data side of the operation into one place. Today, Tiger administers CaseWorthy in-house, has consolidated coaches and managers onto a single golden-copy database, and has built roughly 20 custom CaseBot reports that save mission directors countless hours of manual reporting for stakeholders.
From Five Spreadsheets to One Source of Truth
How Goodwill of Central and Southern Indiana Uses CaseWorthy to Standardize Coaching, Reporting, and Participant Outcomes
Goodwill of Central and Southern Indiana is a workforce-focused nonprofit serving participants across the state through coaching, training, and placement programs. Tiger Hsu joined the organization in 2024 as Development App Integration Specialist after a career as a software engineer. He now serves as the in-house CaseWorthy administrator, building the reports, workflows, and processes that the organization’s coaches, mission directors, and leadership team rely on every day.
On any given day, a participant at Goodwill may work with a coach focused on training, another focused on certification, and a mission director tracking outcomes for stakeholders. All that activity now flows into one centralized record, with CaseBot reports that give leadership a consistent view of the work.
The Challenge
Five Spreadsheets, Five Versions of the Truth
Before Tiger’s team standardized on CaseWorthy as the system of record, day-to-day participant information lived in Microsoft Excel. Coaches across different programs each kept their own spreadsheets. Managers often kept yet another. The result was predictable: participants sometimes received conflicting guidance depending on which coach they were working with, and leadership had no reliable way of seeing the same numbers at the same time.
Pulling a clean report for a stakeholder meant first reconciling whatever data had drifted across the various spreadsheets. With coaches, managers, and mission directors all maintaining their own files, even basic questions like how many participants were enrolled in a given program could surface multiple answers.
Why CaseWorthy
A Platform Goodwill Could Make Its Own
CaseWorthy was already in place when Tiger joined, and his job became turning the platform into a true system of record for the organization. He came in with a software engineering background and a clear eye for where the friction lived. Working alongside the coaching teams, he set out to consolidate the scattered spreadsheet workflows into standardized processes inside CaseWorthy.
“I was able to help develop some processes where the information is standardized,” Tiger explained. “So instead of having three different spreadsheets by three different people, we’re now able to have one database, which is the golden copy, in addition to standardizing the data in a certain form and in a certain format.”
The phrase that anchors the work is one Tiger keeps coming back to: source of truth. Coaches, managers, and mission directors now all reference the same record for every participant interaction.
How Goodwill of Central and Southern Indiana Uses CaseWorthy Today
One Database, One Source of Truth
Coaches, managers, and mission directors all work inside one centralized database. Information is captured in standardized forms and formats, with required fields protecting data quality from the moment a record is created. Coaches working with the same participant now reference the same record, and the team no longer has to chase down inconsistencies after the fact.
In-House Administration and Roughly 20 Custom Reports
Tiger administers CaseWorthy in-house. Configuration, form design, workflow updates, and reporting all run through him rather than requiring outside support for every change. Using CaseBot reporting, he has built around 20 custom reports for the team that cover the metrics his programs need, including participant counts by program. The reports are designed to give mission directors what they need to walk into a stakeholder meeting prepared.
Participant Records That Travel with the Participant
Because every interaction lives in CaseWorthy, the team can track a participant's full journey from intake through training, certification, employment, and longer-term outcomes. The data trail is what makes it possible to demonstrate impact to funders.
Impact
Cleaner Data, Faster Reporting, Better Conversations
With CaseWorthy as the connective layer, Goodwill of Central and Southern Indiana has moved from fragmented coach-by-coach spreadsheets to a unified record that supports the entire organization. The clearest payoff has been time. Mission directors no longer wait on manual report pulls or reconciled spreadsheets before stakeholder conversations. The reports are ready when they need them, sourced from one system, freeing directors to spend more time on strategy and less on data hunts.
The shift has also raised the quality of the conversations that happen around the data. Stakeholders and funders see the same numbers, sourced from the same system, and Goodwill can speak with one voice when it reports on its work. The cleaner data trail strengthens both ongoing reporting and the case Goodwill can make for continued investment.
All this runs on a lean administrative footprint. With form design, workflow configuration, and CaseBot reporting handled in-house, a single administrator supports coaches and mission directors across the organization without depending on outside help for routine changes.
Participant Stories
What the Data Looks Like in Real Lives
Behind the workflows and reports are the participants whose lives change when the system works the way it should. Tiger shared one story that has stuck with him. A man came to Goodwill after more than 20 years in the prison system. He had no job and no resources. Goodwill placed him in one of its facilities moving boxes, then invested in his training and certifications. He stayed with the organization and eventually moved on to a role with a major logistics company.
Because every interaction lives in CaseWorthy, the team can track outcomes like this one from first intake through training, certification, and placement. The story matters to funders. The data trail behind it matters too.
What’s Next
AI, Networking, and Bigger Plans
Tiger attended the most recent CaseWorthy User Conference and walked away energized by two things. The first was the work CaseWorthy is doing to bring secure, controlled AI capabilities into the platform, including a search bar that allows users to ask natural-language questions of their own data.
Tiger sees a clear use case for less technical staff and leaders. Instead of relying on him to build a report for every new question, a mission director could simply type a question into the platform and get an answer back. He acknowledged that adoption will be a slow process inside any organization, with leaders understandably cautious about a new technology, and views CaseWorthy’s focus on security and compliance as the right foundation for making teams comfortable.
The second thing he took home was the value of the CaseWorthy community itself. Tiger met administrators from other Goodwills across Chicago, Cincinnati, Ohio, and Iowa, plus a leader from a Tennessee homeless shelter operating on a tight budget with a volunteer-driven model. The exchange of practical, peer-to-peer guidance is one of the things he plans to keep tapping into.
Featuring Insights From
Tiger Hsu serves as the Caseworthy Administrator and Developer for Goodwill of Indiana. A seasoned tech professional, Tiger spent 9 years as a software engineer in the for-profit sector before bringing his talents to the non-profit space. He is passionate about leveraging data and technology to streamline operations, ultimately helping to empower individuals and transform communities through employment.
