Giving Frontline Staff Their Time Back
A national survey names admin burden the top barrier facing people-serving teams. Here's what one BC non-profit did about it.
For any organization that serves people directly, administrative work is a tax on capacity. A survey of Canada's developmental and social services sector, published this year, found that 68% of organizations named limited staff time and capacity as the single biggest barrier to quality care, ahead of funding or staffing levels. Reclaiming time from administrative work topped the list of priorities for 70% of respondents for the year ahead. The goal is clear, but where to start is the harder question for many organizations.
MOSAIC, a Vancouver non-profit that helps newcomers to Canada navigate employment, housing, language, and immigration paperwork, was asking exactly that. Its settlement professionals work across nine disconnected systems, manually re-entering session details after every client conversation. Leadership knew the load was heavy, but lacked a clear picture of where the time was actually going.
“What stood out was how Sam worked with us. They involved our frontline staff at every step, and they behaved exactly the way they said they would. We came in with a documentation problem and came away with a clearer picture of our own work, a prototype to build on, and a partner we trust to keep going with.”
— Adrienne Bale, Senior Manager Settlement Programs, Family & Settlement · MOSAIC
Over ten weeks, we mapped the end-to-end settlement worker journey across two of MOSAIC's programs, quantified the workload task by task, and built a working prototype. Not every bottleneck we found called for AI, and our process reflected that. We found that scheduling across four offices was costing missed appointments, and all that required was a simpler booking process. MOSAIC walked away with a quantified case for where its time goes, a validated prototype to build on, and a booking process solution.
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