Webb County: A Case Study on Accelerated Implementation

Webb County Community Action Agency’s mission is to help their Texas community achieve an improved quality of life through access to new opportunities, attainment of useful skills and knowledge, and achievement of economic self-sufficiency. Upon their switch to CAP60, Webb County was given a solution that would help them reach all three goals within their own mission statement. CAP60 presented Webb County with the opportunity to replace their outdated data management process, gain new computer and data management related skills, and achieve economic self-sufficiency through easy monitoring and reporting of funds used and funds available.

The process used prior to CAP60 left a paper trail of confusion. Each case worker, spread between five centers, was to send their manually filled-out Excel Spreadsheets to Mayra Granados, the Community Social Services Manager. This process resulted in Webb County CAA facing tremendous verification and duplication problems. Often times, appointments were either double-booked or canceled without documentation. This frustrated their clients and created long lines at their centers. When Granados came on board she noticed an egregious accounting error, finding a large discrepancy in their finances. Their agency had unknowingly over spent by $80,000 for that fiscal year due to miscommunication of their program, funding and client data. Unfortunately, that meant they needed to cancel services provided to clients for the last three months of that year.

They needed a fast and effective solution to fix the situation at hand and to prevent overspending in the future, therefore Webb County CAA invested in the CAP60 Data Management System.  With a detailed project plan,they were able to complete the implementation process in less than three weeks. Granados explained that implementation is a very well-thought out process, emphasizing that the most important factor is “to consider the staff you currently have”. With that in mind, she created a training process which included a training schedule, a process for questions, and a user guide customized to meet her staff’s needs, on top of the training schedule CAP60 provided. Granados would train with the CAP60 implementation team in the morning, then relay the information to the staff members the following afternoon. By centralizing all of the staff members at the main center and pairing them off in partners, they were able to practice back and forth until memorized. Within a few short weeks, her team was proficient with the system and no longer needed to use the training material.

Granados also emphasized when creating an implementation timeline, it is important for an agency to “consider its different programs”. Webb County Community Action Agency has three programs, so the case workers, on average, learned one program per week. Granados suggests for other agencies to “be realistic” with their timeline when considering the amount of programs being implemented.

Upon switching to CAP60, their lines shortened, appointments were scheduled without overlap, and funds were properly accounted for ensuring more accurate reporting.By addressing these problem areas,which once impaired agency operations, Mayra Granados, the Community Social Services Manager, says CAP60 helped “alleviate the headache” that once burdened her staff.

CAP60 is thrilled to be helping Webb County Community Action Agency better serve its clients.

Webb County Community Action Agency, Laredo, Texas