Communication is critical for every caseworker, social worker, or other stakeholders in human services. They need to respond to crises quickly, keep clients abreast of service updates, and keep information accessible to all relevant parties. However, outdated systems like paper filing, email, and phone calls slow down that process, creating data silos that make it difficult for everyone to have the most relevant information.
One of the best ways to keep everyone on the same page--both inside and outside of your organization--is through a secure client portal. With a market size of $1.7 billion, client portal software is a safe, cloud-based platform that provides a dedicated online space where nonprofits can interact with their clients.
But with so many options on the market, how do you choose the best option for your nonprofit? In this article, we'll dive into the key features of client portal software and the questions you need to ask while shopping to make the best choice.
What Are the Benefits of a Client Portal for Human Services?
The benefits of client portals for human services organizations include faster communication, more engaged clients, and an improved client experience. 88% of clients are more inclined to stay with a business if it provides welcoming and educational onboarding material through a client portal. Increase engagement with your clients by adding videos to the client portal that show them how to do their part for service delivery. They're more likely to get it done when they can access it on their terms.
Other benefits of a client portal include:
- Enhanced Communication: Real-time messaging allows clients and service providers to ask questions and receive answers quickly.
- Increased Efficiency: Every person with access to a client portal knows they have the most up-to-date information available, so they can make decisions quickly.
- Cost Reduction: When clients can find the information they need on their own, caseworkers can focus on service planning, lowering costs for your organization.
- Centralized Information Management: With all relevant case information in one place, no small details slip through the cracks.
- Better Data Security: Cloud storage is encrypted, so it's safer than traditional data storage options.
10 Features of Client Portals to Look For
Client portal software is an excellent way to serve your clients better. However, you must purchase an option that works specifically for the nonprofit and human services sector. Each cloud software platform is usually tailored for different industries. For example, PlanStreet is a comprehensive case management software with a customizable client portal, whereas Rocket Matter is a legal practice management software with a client portal.
As you're shopping, review this list to ensure you select the best client portal for nonprofits.
1. User-Friendly Interface
Clients may not have strong tech literacy, so it's important to use an intuitive client portal with a simple UI/UX design. It should be easy to navigate with a mobile-friendly design so it works as well on a mobile phone as on a computer. In 2024, mobile devices accounted for 50.48% of web traffic, so it's critical that the client portal is cell phone friendly.
Additionally, the client should be able to access clear instructions on how to use the client portal. This could be a knowledge base, series of blogs, or videos that your team records. What's important is that this is easily accessible in the portal, so if they have a question about how the portal works, they can find it.
2. Secure Data Storage and Privacy
Every client portal for the human services sector must be compliant with the data protection regulations for their city and state. In the US, all states must be compliant with HIPAA, which is a national standard for protecting sensitive patient health information from being disclosed without the patient's consent or knowledge.
Additional data storage and privacy best practices for human services technology solutions include:
- End-to-End Encryption: a secure communication method that protects data from unauthorized access as it goes from the sender to the recipient.
- Role-Based Access Control: managing user access to systems, networks, or resources depending on their role in an organization.
3. Multi-Channel Communication Tools
Not everyone prefers to chat the same way. A client portal offers multi-channel communication tools to ensure that clients can talk to you in the way that they will be most responsive. Client portals feature video conferencing, chat, and comment features so that clients have an array of options to communicate with.
Plus, this gives service providers the ability to communicate the way that's best for a particular need. If they want to go over a service plan, they can schedule a video conference to do so from anywhere. If the client has a follow-up question from the call, they can send a quick question to get clarity.
4. Customizable Forms and Surveys
When you're using a client portal like PlanStreet, it automatically integrates with the case management software. There, you can access form creation tools, where you can create tailored forms for different services, such as client intake, needs assessment, case forms, and more. Then, analytics tools collect the information from form inputs and look at it all together, making room for data-driven decision-making.
5. Integration with Case Management Software
When selecting a client portal, it must integrate with your case management software. Because a client portal holds critical information for your client, such as case notes and contact information, you don't want to have to duplicate that data entry somewhere else. Integration ensures seamless data sharing that keeps all of your information accurate.
6. Appointment Scheduling and Reminders
Statistics have shown that people spend 149 minutes per day checking their work email. Email interruptions kill productivity and waste time. Skip the email scheduling and use a client portal to allow clients to book services or consultations directly through the portal. Caseworkers can show their availability in the portal, and a client can select the time that works best for them.
7. Self-Service Options
Self-service options allow the client to handle some of the administrative burden. For example, say a social worker needs a copy of a client's work history. The client can simply take a picture and upload it to the portal, and every relevant caseworker has access.
Excellent self-service options to look for in a client portal for human services include:
- Document Uploads
- Progress Tracking
- Resource Libraries
- eSignature
Additionally, the software needs usable search functionality. This way, if a client can't find the section they're looking for, they can enter some phrases in the search bar to work their way around the site more easily.
8. Reporting and Analytics
Ultimately, every caseworker wants to improve client outcomes. But the only way to do that is to understand at a granular level what works and doesn't. Client portals like PlanStreet offer robust data analytics that are user-friendly. You don't have to be a data scientist to create reports that give valuable insights for client engagement and program outcomes.
Some of the benefits of actionable insights from data analytics are:
- Enhanced patient care
- Resource allocation that makes better use of what's available
- Processes that can be done faster
- Empowered, collaborative decision-making
- Continuous improvement
9. Feedback Mechanisms
One of the best ways to grow and improve service delivery at a nonprofit is to accept feedback from clients. Hearing about their experiences, both good and bad, drives continuous improvement in service delivery. Create a form to ask for feedback in the client portal and send it out in the middle of the service plan and at completion. Their answers can be stored as data in your case management software, where you can glean insights from trends.
Additionally, you need a place where clients can submit requests for maintenance within the portal. This expedites service needs and ensures that each client receives the help they're looking for.
What Questions Should I Ask When Choosing a Client Portal?
As you start to look at client portal software, book a live demo with the team to have the opportunity to ask questions. Of course, you need to consider your own needs and specific organizational structures, but the questions below are a good jumping-off point:
- What security measures are in place to protect sensitive client information?
- Does it provide client management capabilities?
- How user-friendly is the interface for clients?
- Can clients make and manage appointments using the portal?
- Can we configure forms and workflows to fit our specific processes?
- What communication tools are available for client-provider interaction?
- Is the portal accessible on mobile devices?
- Is there a secure file sharing and e-signature system?
- What is the pricing model, and can the product scale as our nonprofit grows?
Save With One Human Services Software: PlanStreet
PlanStreet's case management software is a comprehensive solution with digital tools for human services, featuring a client portal, data analytics software, customizable case management, grant management features, and more.
Our user-friendly software helps nonprofits communicate better with their clients and utilize their resources to the maximum capacity, making greater change in their communities. And with all of this at a transparent, custom licensing plan that fits in your budget so that you never have to experience sticker shock.
Discover how PlanStreet's case management software can elevate your organization, and book a live demo with our team today.