CARE Collaborative
Midtown Church, Sacramento
The Challenge
Our Design Team was entrusted with using Human-Centered Design to identify how Midtown Church and the Sacramento Police Department could partner in aiding community members residing within the church’s precinct.
Through research, we honed in on three pivotal user needs: understanding the primary demographics in need of assistance as identified by the police department, addressing the complexity of the webpage interface, and optimizing the internal processes of the Care ministry. Our findings revealed that the existing web pages facilitating access to Care ministry support were convoluted and challenging to navigate, leading to confusion. The volunteers serving in the Care ministry were unclear about their roles. This sometimes led to need requests slipping through the cracks.
The Solutions
Drawing from user insights and feedback, our solutions prioritized streamlined communication and empowerment for all stakeholders. Despite budget and manpower constraints, our approach adopts a multifaceted strategy to tackle key pain points effectively.
First, we introduced an innovative On-Demand Resource Pack. This pack encompasses essential items such as gift cards for laundry, gas, and bus passes. By implementing a QR code system, police officers can swiftly access a short form via their smartphones, fostering accountability and ensuring timely replenishment of resource packs by Midtown.
Another integral solution was the introduction of Patrol Cards, offering police officers a direct avenue to refer individuals to Midtown CARE ministry in real-time. This helps community members with permanent housing who need help but may lack the technological know-how to seek assistance independently. With a designated tracking system, the Care Ministry can discern referrals from police officers versus other channels.
Through a comprehensive approach to supporting and training volunteers, our initiative integrates the implementation of a Care Ministry Map, providing volunteers with a visual representation of the ministry’s structure and objectives. Additionally, an Onboarding Flowchart offers volunteers a step-by-step guide to seamlessly navigate the process of joining the Care Ministry, enhancing clarity and practicality in recruitment efforts. Coupled with our Volunteer Training initiative, aimed at equipping volunteers with clear delineations of roles and responsibilities, our approach establishes clear boundaries and fosters consistency in operations.
Last, our recommendations for improving the web pages hosting Cares ministry information prioritize enhancing the user experience, making requests for extra help clearer, and improving the understanding of the ministry’s services. We proposed revamping forms for improved functionality and creating better communication channels for volunteers to collaborate and share resources.
Insights
SacPD Central Command often interacts with individuals whose phones are uncharged or lack a service plan.
Police officers need on-demand resources.
Central Command, the church’s precinct, requires resources and support primarily for the homeless population.
Seniors, who are on a fixed income and often lack social and family support, are vulnerable to scams that can jeopardize their housing.
Volunteers don’t receive training before being assigned members to support.
There isn’t any communication between team members.
People are not clear on what resources are available or exactly what the Care ministry does.
Volunteers often work independently when providing support to community members, which can make them feel isolated.
The website is confusing and overwhelming to users.
The online pages for the Care Ministry are difficult for users to navigate.
The online form to request help is not user-friendly and somewhat misleading.
Prototypes
On Demand Resource Pack
Patrol Cards
Volunteer Onboarding Flowchart
Volunteer Training
