TWHLS New CRM Survey - Thunder Woman Healing Lodge Society

Welcome, and thank you for taking the time to share your experience with the current TWHLS client management process.

This survey is part of the discovery work for our new Client & Case Management Platform being designed to better support the way TWHLS staff work with clients. Your feedback will help us understand the current workflow, what is working well, where challenges exist, and what the new system should improve.

The survey should take approximately 30–45 minutes to complete. Responses are anonymous. We are especially interested in how the work is actually done today, including any workarounds, duplicate steps, information tracked outside the CRM, or features you wish were easier.

There are no right or wrong answers. The goal is to design a system that reflects the real needs of TWHLS staff and the clients they support.

TWHLS New CRM Survey

Please select your department/program

1. Inquiry, Referrals & First Contact

Understanding how clients first reach out and how their initial details are captured.

Where do referrals typically come from? Select all that apply

Self-Referral / Walk-in

Hospital / Health Clinic

Social Services / Government Agency

Shelter / Housing Provider

Justice System / Probation

Other Community Partner

How do these inquiries/referrals arrive? Select all that apply

Phone Call

Online Web Form

Walk-in

Paper / Fax Referral

What specific information is captured at this very first contact?

2. Screening, Eligibility & Intake Decision

What happens before someone is accepted as an active client.

What is the process for screening, eligibility, waitlists, and prioritization?

Who makes the final intake decision, and what consent/documents are required?

When do you consider someone an actual client? What specific event changes them from an inquiry to an active client?

3. Intake Data & Program Structure

Details regarding data collection and concurrent program participation.

What information must be collected at intake?

Can one client receive more than one service or program at the same time?

Yes

If yes, how do you track concurrent services today?

4. Case Assignment & Active Case Workflow

How staff interact with clients and record ongoing activities.

How are clients assigned to workers?

Walk us through a normal active case. What do staff actually do? (Select all that apply)

Phone calls

In-person meetings

Housing support & search

External referrals

Accompanying to appointments

Documentation & case notes

Outreach & home visits

Follow-ups

Transportation support

Advocacy

What kinds of notes do staff create, and how are they managed?

5. Document Management & External Storage

Identifying where critical files are stored for migration planning.

What documents do you keep for a client? (Select all that apply)

Applications

Identification (ID)

Consent Forms

Assessments

Letters / Correspondence

Housing Documents (Leases, etc.)

Referral Forms

Images / Scans

Are any client documents stored outside the current CRM system? (Select all that apply)

SharePoint

OneDrive

Local Hard Drives

Paper Files

Microsoft Teams

Staff Desktops

Provide details on external storage usage:

6. Referrals, Assessments & Service Plans

Tracking outgoing connections, standardized forms, and client goals.

How do outgoing referrals work?

Do you use assessments or standardized forms?

Do clients have goals or service plans?

How do appointments and follow-ups work?

7. Case Closure, Families & Households

Managing the end of active services and relationship structures.

What makes a case move from active to inactive or closed? (Select all that apply)

Graduation / Program Completion

Loss of Contact

Transfer to another agency

Refusal of Service

Client Deceased

Moved Away

Can a closed client return later?

Yes, we reopen the old record

Yes, we create a brand new record

Yes, we create a new service episode under the same person

No, they cannot return

How do you handle families or households?

8. After Care

Understanding how TWHLS continues to support clients after they complete or exit the main program.

Once a client has completed or exited the main program, what ongoing support does TWHLS provide? Please describe what After Care looks like, how long it may continue, who provides it, how often contact happens, what information is recorded, and when After Care is considered complete.

Is After Care automatic for everyone, or only some clients?

Automatic for everyone

Only some clients

Can After Care include phone, in-person, email, outreach, referrals, appointments, or crisis support?

Yes

Can the same worker continue with the client?

Yes

No, an after care worker will work with the client

Are there specific After Care goals, milestones, or reporting requirements?

Yes

Please provide a brief explanation.

Can a client move from After Care back into an active case/program?

Yes

How is After Care tracked today in the current CRM system?

9. System Pain Points, Access & Reporting

Identifying frustrations, privacy needs, and critical reports.

What are the biggest frustrations with the current CRM system?

What parts of the current system would staff be upset to lose?

What reports do you need regularly?

To the best you can describe, who needs access to what? (Permissions & Restrictions)

What happens when staff leave or change roles?

What mistakes happen most often in the current system?

If you could magically change three things about the current system, what would they be?

10. Additional Insights

Any additional observations, ideas, concerns, or suggestions that may help us better understand your work and improve the future client management system.

General notes and concerns.