Most client service non-profits are required to collect information about the clients they serve. This might be very basic information in order to determine eligibility and access funding or a detailed profile to develop a client care plan. It might consist of a few numbers on a piece of paper or entering data on a complicated computerized program.
Kind of Data Collected and Reasons
In order to minimize time, effort, and client frustration, it is important to think through exactly what data are needed.
Front line staff and case managers need certain information about the individual clients in order to provide direct service. Below are typical reasons for data collection with examples of the kind of data required.
- Determine eligibility criteria. For example, an emergency shelter might require name, social insurance number, source of income, medical issues, medications, and confirmation that the client has nowhere to stay.
- Identify urgent need that requires immediate attention. This could be as simple as a homeless client having no shoes or a mother at a food bank looking for milk for a very hungry baby. Or, it could be as complex as lingering hallucinations after an overdose of street drugs.
- Inform case management. In order to develop a service/care plan with the client, staff gather information that helps them work with the clients This could include a needs assessment, current community resources, names of workers, and pattern of client’s use of services.
Management and administration usually need those same data in an aggregate form in order to access funding and to plan services.
- Number of clients served in a given time frame.
- Pattern of service usage for client population.
- Characteristics of client population generally. This might include age range, prevalence of self-identified identified health issues, sources of income.
- Pattern of client populations’ referrals to community resources.
Whatever data are required, they should be identified clearly and the scope of information described. For example, it might be useful to know about health issues in order to make an appropriate referral, but front line staff are not expected to inquire in detail about physical or mental conditions.
Method of Data Collection
There are many methods of collecting data, usually dependent on the size of the organization, the complexity of the data needed, and the resources available to support data collection.
The simplest method is a brief paper form that is completed by hand. This is still sometimes used for services like a local grocery program. Perhaps, all that is needed is a person’s name, address, and number of dependents to ensure that he lives in the catchment area and receives enough groceries for the size of the household.
Larger services, particularly residential ones, usually have computerized data systems. These systems might be stand alone or connected to a larger system so that aggregate data can be accessed by funders and planners. For example, most of the emergency shelters across Canada use a system developed by the federal government, the Homeless Individuals and Families Information System.
They might only require basic information or they might contain all the details of case management for a service such as addiction treatment. If it is a service for families, the client file probably includes information about the family as a unit, and about each individual in it.
Guidelines for Gathering Client Information
Even though there might be stringent requirements for gathering certain information, it is important that front line staff recognize that this is personal information and accord the client respect.
Here are some points for management to consider when briefing staff on asking for personal data.
- Privacy. It is often difficult to provide a private space for service intake. If the information is taken in a public area, at least speak in a low voice and keep the paperwork or computer screen covered as much as possible.
- Attitude. Even if there is an idea that the client is trying to scam the system and receive services for which he is not eligible, it is still important not to act or speak in a disparaging manner. Just follow procedures and do the usual checks.
- False or inadequate information. There are people who are simply not going to tell anyone their real name and, often, do not even have an address, or any kind of identification documents. The organization has to decide what front line staff are expected to do in such cases. For example, if a woman with mental health problem is trying to find a bed in a shelter on a cold night, but will only provide a street name, there needs to be a procedure that tells staff clearly whether to admit her anyway, or to refer somewhere else. Sometimes, there are funder requirements that influence the procedures.
Many non-profit service organizations are now covered by local or national privacy policies. It is essential that management understand these policies and put in place all the necessary paperwork, sign-offs, and procedures to protect client privacy. This usually includes training staff on the details of the regulations and how it affects their work.
There are many uses for data collected on clients receiving non-profit services. This means it is important for front line staff to make sure the information is accurate, complete, and up-to-date.
Constance Woloschuk - 30 years experience in management and organizational development; extensive volunteer work with faith-based organizations.
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