Elevating Human Services: How Strategic Case and Program Management Drives Real-World Impact
May 8, 2025
This article was written by Anjan Phangura, HR Operations Coordinator.
In the world of human and social services, the work is deeply personal and often incredibly complex. Every day frontline staff help individuals navigate housing crises, manage chronic health conditions, find community resources and rebuild their lives.
These teams do this vital work under increasing pressure: higher caseloads, changing policies, and tight budgets. The need for smarter, more connected systems has never been clearer– especially as programs like CalAIM (California Advancing and Innovating Medi-Cal) and Enhanced Care Management (ECM) push the field toward more integrated, person-centered care. When combined with Salesforce Case and Program Management, these systems promote whole person care across the organization.
But creating that transformation isn’t just about rolling out new tools. It’s about building systems that empower teams to do what they best: support people.
What Is Case and Program Management — and Why Salesforce?
At its core, case and program management is about organizing the way services are delivered and tracked–but it’s so much more than forms and workflows.
It’s about building a system that understands a person’s full story: who’s helping them, what they need, how they’re progressing, and how to remove roadblocks along the way.
When built on Salesforce, your case management system can:
Bring services together across departments or partner agencies
Keep important client info in one security, easy-to-access place
Set reminders for follow-ups, referrals, or check-ins
Monitor how someone’s doing – and catch when things start to slip
Share outcomes with funders, state programs, and internal stakeholders in a way that’s meaningful
Salesforce’s flexibility and power allow organizations to move beyond siloed tools – creating a unified platform that supports better outcomes, clearer insights, and stronger collaboration.
A Real-World Example: What This Looks Like in Practice
One of the organizations we worked with supports individuals at risk of homelessness through a housing stabilization program. Before implementing a Salesforce Case Management System, their team managed client information using a patchwork of spreadsheets, shared drives, handwritten notes and email threads. As caseloads grew, so did the risk of things falling through the cracks — missed follow ups, duplicated efforts, and delays in connecting clients to urgently needed services.
After implementing the Salesforce Case Management System, they have cut intake time in half, reduced missed follow-ups, and the staff are now able to log referrals in real time, track housing availability across multiple providers, and receive automated reminders for check-ins and follow-ups.
Perhaps most importantly, the system has created shared visibility across departments. Whether a caseworker, housing coordinator, or program director takes a call, they can instantly see a client’s full history — past services, outstanding needs, and next steps. This has led to faster interventions, improved continuity of care, and stronger relationships with both clients and partners.
The result? A team that spends less time piecing together information — and more time doing what they do best: keeping people safely housed and supported.
Why Now: The Push for Integrated, Whole-Person Care
Programs like CalAIM and ECM are reshaping how human services get delivered — with a greater focus on whole-person care, accountability, and cross-sector collaboration.
While these initiatives started in California, the momentum toward integrated care is growing everywhere. The challenge? These changes bring new expectations:
More coordination across programs and partners
More detailed data tracking and outcome reporting
Greater demand for transparency and impact
For many teams, that can feel overwhelming. But with the right systems— and the right support — these challenges become opportunities to serve more people, more effectively.
Technology Is Only Part of the Story
One of the biggest hurdles in rolling out new systems? It’s not the technology — it’s the people's experience.
We’ve seen it time and again: even the best tools fall flat if teams don’t feel confident using them, or if the system doesn’t reflect the way they really work. That’s why our Salesforce implementations are designed to meet your organization where it is today — and help you grow into where you want to be tomorrow.
When you partner with Belmar, you get more than just a technical setup. You get a comprehensive, people-centered rollout strategy, including:
Personalized, role-specific onboarding to ensure every team member — from frontline caseworkers to program managers — understands how Salesforce fits into their workflow
Plain-language support materials that remove the guesswork and keep training simple and accessible
Strategic advisory support to align your Salesforce configuration with broader service delivery goals, compliance requirements, and reporting needs
An agile, collaborative implementation process that adapts to your feedback, ensuring your system evolves alongside your programs
We don’t believe in one-size-fits-all deployments.
We believe in building Salesforce solutions that work the way your people work — empowering them to focus more on outcomes, and less on systems.
Whether you're navigating new mandates like ECM, scaling programs under CalAIM, or strengthening your internal coordination, Belmar is here to make Salesforce work for you — and for the communities you serve.
About the Organization
Belmar Consulting is an award-winning Salesforce implementation partner, who works with various organizations and enables them to succeed in their digital transformation journey. We combine our intimate knowledge of the public sector and the nonprofit industry with Salesforce to create and implement innovative solutions for our clients. Belmar’s dedication to delivering successful client projects means our clients are more effective in their role to fulfill their organizational missions.
