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Saving Hours, Stress, and Repeated Work: ServTracker Gives Back Time and Energy for ENOA to Reinvest in People
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.
Once ENOA adopted ServTracker, 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; 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.
What you’ll hear about:
- How Eastern Nebraska Office on Aging replaced a slow, paper-heavy process with ServTracker to support care management, Medicaid waiver, volunteer services, and in-home services
- How switching systems cut holiday meal flyer data entry from several hours down to less than one hour for staff
- How increased efficiency gave staff more free time to take on additional tasks and grow their skills
- How those efficiency gains allowed the agency to reorganize and reduce staff count when an employee retired, without losing service capacity
VIDEO TRANSCRIPT
My name is Caitlin York. I am the Meals on Wheels director at Eastern Nebraska Office on Aging. We use ServTracker in our program. We are an area agency on aging, so we have a myriad of services, including, care management, Medicaid waiver, volunteer services, and in-home services.
So we were a very antiquated process of how we did things. Lots of paper and pencil. The software system we were using was very slow, lots of clicks to get anywhere we needed to go. So jumping to ServTracker really increased our efficiency.
I had an employee talk to me. He does all of our data entry for our holiday meals. So clients, if we’re closed for a holiday, they can sign up for a frozen meal to be delivered ahead of schedule. They come in as flyers. Previously, it would take him hours to get all of that entered, and he just recently was so happy that it took him less than an hour to get it completed. Once we got comfortable in the new system, I actually had staff that found that they had a lot more free time to do other tasks, and grow their skills even further. We actually just recently decreased the number of employees we had in the office because we had increased our efficiency so much that when someone was retiring, we looked at reorging, and we divvied up the tasks, and we’re seeming to do quite well with it so far. Every aging services should use ServTracker. I would scream that from the mountaintops. It makes your life so much more efficient.
Check out the Eastern Nebraska Office on Aging Case Study
For the complete ENOA story, including program details and outcomes, read the full case study.
