Salesforce’s Program Management Module vs. Case Management

Two of Salesforce’s most sought-after features of the Nonprofit Success Pack are the Program Management Module and Case Management installed package add-on. However, many prospective users find themselves unsure about which is right for them. In this blog post, we’ll help you understand the difference between Salesforce’s Program Management Module and its Case Management platform with the goal of identifying which suits your organization best.

Program Management Module

The Program Management Module (PMM) in Salesforce is designed to empower nonprofits to efficiently plan, implement, and monitor their various program initiatives. It focuses on the program and service delivery. Here are its key features and use cases:

Project Planning and Execution:

• PMM allows nonprofits to create detailed project plans, outlining tasks, timelines, and responsible team members.
• It facilitates collaboration by providing a centralized platform for communication and document sharing among team members.

Performance Tracking:

• Nonprofits use PMM to track the progress of programs in real-time, enabling quick decision-making and adaptive management.
• PMM enables users to track participants in their programs or services, including program cohorts/segments and recurring service tracking.
• Metrics and key performance indicators (KPIs) can be easily configured to align with organizational goals.
• Users can view the number of services distributed or delivered, and to which recipients, and report on program utilization and other trends.

Case Management

Case Management (CM) builds upon the PMM data model but is more client-focused. It is designed for service-oriented nonprofits and empowers case managers to evaluate potential clients with intakes, develop comprehensive case plans, follow client progress with assessments, manage internal and external referrals, and take detailed, searchable client notes. Case Management is also HIPAA compliant. 

Here are the prominent features and use cases:

Client Intake and Assessment:

• Nonprofits can easily collect and manage client information during the intake process, record and log client notes, goals, action items, and more.
• Users can access a full view of clients’ participation lifecycle and track clients and their cases, including intakes, referrals, and incidents.  
• CM makes it easy to create custom case plans or use a template, setting goals and action items, and create assessments and case plans to tailor services based on individual needs.

Workflow Automation:

• Streamlined workflows ensure that cases progress seamlessly from initiation to resolution.
• Automate more tasks to save time.

Communication and Collaboration:

• The Case Management module facilitates communication between your team, ensuring everyone involved in a case is informed.
• Collaborative tools enhance teamwork and knowledge sharing among case managers allowing you to match the right agent with each case using Omni-channel routing.
• Deliver personalized client support, stay up to date with client incidents, and be in the need-to-know with critical alerts

Outcome Measurement:

• Robust reporting capabilities allow nonprofits to measure the outcomes and impact of their interventions.
• CM allows users to track programs and cohorts at a high level and define services within each program; monitor constituent engagement with programs and record service deliveries; track individual clients with client snapshots, client search, and client notes; then report on your impact.
• Measure and analyze inbound and outbound referrals with data-driven insights that help in refining strategies and demonstrating the effectiveness of your organization's work to stakeholders.

Conclusion

Choosing between the Salesforce Program Management Module and Case Management depends on the unique needs and goals of a nonprofit organization. For comprehensive program planning and execution, the Program Management Module offers a holistic solution. On the other hand, Case Management is indispensable for nonprofits focused on resolving specific issues and delivering targeted services.

By leveraging these Salesforce modules effectively, nonprofits can enhance their operational efficiency, improve collaboration, and ultimately amplify their impact in the communities they serve. Whether it's managing programs or addressing individual cases, Salesforce provides the tools nonprofits need to thrive in their mission-driven endeavors.