Assessment for Nonprofit Leads to Roadmap for Development of Contact Center Capabilities
NONPROFIT COALITION
How a nonprofit coalition partnered with Northridge to assess contact center needs, define operational priorities, and develop a grant-ready roadmap for sustainable service delivery.
Scope
- A nonprofit coalition focused on providing housing services to homeless and at-risk individuals engaged Northridge to assess and strengthen its contact center capabilities.
- The organization sought to establish and enhance its Coordinated Entry System (CES) Hotline to ensure responsive, reliable support for community members in need.
- The assessment focused on identifying people, process, and technology requirements needed to support sustainable operations and meet grant funding requirements.
Process
- Northridge evaluated current CES Hotline operations, participant needs, and service demand, benchmarking against similar agencies to identify best practices.
- The team assessed organizational models, workforce requirements, and training needs to support effective contact center operations.
- Work location models, including work-from-home and onsite options, were evaluated to understand operational tradeoffs and scalability.
- A phased roadmap was developed outlining priority capabilities, implementation sequencing, and investment requirements.
Results
- Delivered a comprehensive contact center assessment and actionable roadmap aligned to grant application requirements.
- Defined essential contact center capabilities, enabling technology, and operational processes.
- Provided organizational models, staffing guidance, and high-level cost estimates to support implementation planning.
- Positioned the nonprofit to establish a sustainable contact center model to improve access to care and services for local communities.
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