Success Story

Automated Care RoutingEmpowering Specialized Ministry Teams

See how Emmanuel Church revolutionized their care ministry by implementing CareNote's automated routing system to coordinate specialized care teams and serve their congregation more effectively.

Care Teams

5+
Specialized divisions

Response Time

Instant
Automated routing

Team Size

Dozens
Of care providers

Integration

PCO
Seamless connection

The Challenge

At Emmanuel Church, Frank wore two important hats - he was both a mental health counselor and an experienced business administrator. He saw firsthand how their care ministry was struggling to coordinate multiple specialized teams, each focused on different types of care, from financial help to hospital visits.

Support requests came in from everywhere - phone calls to the front desk, conversations after church services, and text messages directly to staff. While the church had many dedicated volunteers eager to help with everything from visiting hospitals to delivering groceries, there was no clear way to get these requests to the right people.

Frank compared it to running different construction crews: "I don't need my concrete crew knowing what my framing crew is doing." Each specialized team - whether handling financial guidance, hospital visits, or practical assistance - needed their own space to work. But without a way to direct requests to the right team immediately, every single request needed Frank's personal attention, and as a volunteer, it was creating a bottleneck that slowed down help getting to those who needed it.

Key Pain Points

Scattered Intake Process

Front desk volunteers had no clear way to route different types of requests to the right teams

Crisis Response

Emergency situations needed immediate routing to trained crisis response teams

Team Specialization

Needed distinct divisions for benevolence, hospital visits, counseling, and practical needs

Privacy Boundaries

Teams needed appropriate access to their specific areas while maintaining privacy

Facility Coordination

Events like weddings and funerals required coordinating both pastoral care and facilities teams

Manual Bottlenecks

Every request required personal attention, creating delays in care delivery

Access Control

Teams needed focused access to their specific areas of responsibility

System Integration

Required seamless integration with Planning Center Online

The Solution

After hearing Frank's construction crew analogy, we immediately understood what Emmanuel Church needed - a system that could automatically direct care requests to the right teams while keeping sensitive information separate and secure. Within 30 days of our conversation, we developed and implemented automated routing rules that transformed how their care ministry operated.

Now when someone calls the church office needing communion and prayer, the front desk volunteer simply selects "pastoral visit" from a dropdown menu. The system automatically notifies their visitation coordinator. For urgent situations, like mental health crises, requests are instantly routed to their trained crisis response team. Even facility requests for weddings and funerals are automatically sent to both pastoral care and operations teams simultaneously.

Best of all, Frank no longer needs to manually sort through every request. Each specialized team - whether handling financial assistance, hospital visits, or practical needs - has their own secure workspace with exactly the information they need. As Frank put it, "the concrete crew doesn't need to know what the framing crew is doing," and now they don't have to.

Gets Help to the Right People

  • Automatically sends requests to the right team
  • Each team has their own way of helping
  • Urgent needs get immediate attention
  • Teams can work together when needed

Keeps Teams Organized

  • Team members see only what they need
  • Each ministry has their own view
  • Easy to match helpers with needs
  • Everyone knows their role

Works With Your Systems

  • Connects with Planning Center
  • Keeps sensitive information private
  • Tracks who helped and when
  • Protects confidential details
"We have a personal value within our culture that 'care is everyone's responsibility.' CareNote's automated routing system allows us to involve many people while maintaining clear team structures and workflows. It's exactly what we needed."

Frank Mele • Care Ministry Leader • Emmanuel Church

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