US health and human service organisations adopt Dynamics CRM

Sean Dudley
Sean Dudley
By Sean Dudley on 13 August 2014
US health and human service organisations adopt Dynamics CRM

Three US health and human service (HHS) organisations have selected Microsoft Dynamics CRM to help meet the challenges posed by tightened budgets and the need to provide services to citizens who are not always able to help themselves.

Our Kids of Miami-Dade/Monroe, the Ohio Department of Developmental Disabilities and the Mississippi Department of Mental Health have all selected Dynamics CRM to provide the necessary flexibility, integration options, security features, and ease of use to help develop programmes and services for those in need of support.

Our Kids is a government contractor that provides at-risk children in Miami Dade and Monroe County with adoption and foster care services. The organisation required a central system to help its 100-person staff manage cases, and needed to consolidate three systems into one. Furthermore, Our Kids needed a solution that could integrate with its existing Microsoft technology and provide a high level of data security.

The organisation adopted a Dynamics CRM solution, which was given the name Safe Haven. The solution provides a cohesive, instant view of information regarding specific child cases, from resources such as schools, medical entities and juvenile justice organisations. Our Kids plans on using the advanced data analytics of Dynamics CRM to identify potential abuse cases earlier than previously possible.

“With Microsoft Dynamics CRM, processing time has been cut in half, helping us tackle urgent cases as they come in,” said Dave Harland, director of Applications Development for Our Kids. “As we continue to collect data, we’ll soon be able to identify those key dimensions that signify the potential for abuse in the home, enabling us to proactively flag those homes and act accordingly.”

The Ohio Department of Development Disabilities (DODD) was faced earlier this year with a need to use fewer financial resources while simultaneously ensuring its 100,000 clients across the state were well served by its case management system. DODD selected Microsoft Dynamics CRM because of its innovative workflow and case management capabilities, as well as high security levels and integration with other Microsoft Technology.

The organisation’s ‘Imagine’ system has helped clients manage their information, and eight months after its introduction, DODD has 3,000 users collaborating via its Dynamics CRM solution. The system is helping DODD staff better serve clients with developmental disabilities and manage the requirements of Medicaid and other partner agencies.

“We have waiting lists of people waiting to be served, individuals wait for approval for Medicaid waiver dollars, even if all that person needs is five hours of respite or a ride every Friday,” said Kathy Casagrande, assistant chief information officer for Ohio DODD. “Now, with the Imagine system built using Microsoft Dynamics CRM, we can see those pressing needs and solve them quickly and locally without having to send an individual through a system to get Medicaid approval.”

Another HHS organisation using Microsoft Dynamics CRM is the Mississippi Department of Mental Health (DMH), which aims to help community members with intellectual and developmental challenges live in an independent way.

DMH was looking for a mobile app to help people living in residential care to communicate more easily, and selected Dynamics CRM and the CoCENTRIX CARETILES suite of apps.

Dynamics CRM allows DMH’s staff to access resident information from any of the twelve state programmes DMH operates. This information can be used to gain a greater understanding of the needs and wants of the people on its programmes and provides learning opportunities through games and interactive quizzes. 

“By leveraging Microsoft Dynamics CRM as the platform on which we operate CARETILES, we feel we are at the forefront of healthcare engagement — linking patients, providers and families,” said James Dunaway, chief information officer, Mississippi DMH. “Our residents not only communicate more easily with our staff on symptoms and treatments, but may also interact more effectively with their primary caregiver and other healthcare professionals.”

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