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
- InstantAutomated routing
Team Size
- DozensOf care providers
Integration
- PCOSeamless 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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