Nashville Launch Pad (NLP), a nonprofit organization dedicated to supporting LGBTQ+ young adults through emergency shelter and transitional housing programs, faced challenges managing their existing shelter sign-up and reporting processes. Their previous system—a basic online form—lacked the necessary capabilities to track guest demographics, manage shelter capacity, and streamline operational reporting. Furthermore, shelter staff had to rely on paper attendance sheets and manual processes, making it difficult to maintain real-time oversight or access detailed data needed for program reporting.
Undaunted partnered with NLP to build a customized Salesforce solution that would not only automate and improve their emergency shelter sign-up process but also provide key reporting functionalities and data-tracking capabilities. This collaboration centered on understanding NLP’s unique needs, improving efficiency, and laying the groundwork for future scalability.
The Challenge
Nashville Launch Pad’s flagship operations are seasonal, with their emergency shelter running from November through April each year. While they had been using an online form to facilitate sign-ups, it was limited in scope, particularly in its lack of demographic data collection and reporting functionality. Additionally, the system did not account for shelter capacity limits, nor did it provide a clear process for managing overflow on cold weather nights. Staff and volunteers struggled with paper-based systems to keep track of guest attendance and logistical needs, often spending valuable time manually cross-referencing lists or gathering supplies.
Their transitional housing programs were newer and still in the early stages of implementation, with basic case management and goal tracking functionalities not yet fully realized. NLP needed a more robust and scalable system to address these challenges and better serve their clients in both emergency and longer-term housing programs.
The Solution
Undaunted designed and implemented a custom Salesforce solution that allowed NLP to streamline their shelter operations and significantly enhance their data tracking capabilities. The new system includes:
1. Automated Shelter Sign-Up: Guests can now register for emergency shelter via NLP’s website during specific hours. The system automatically checks for bed availability and either confirms the booking or adds the guest to a waitlist. This real-time availability check ensures that NLP staff have accurate capacity data at all times.
2. Improved Reporting and Data Management: The Salesforce system tracks demographic information critical for grant applications and internal reporting. It also allows NLP staff to generate detailed reports on guest attendance, demographics, and resource needs with just a few clicks. The system supports tracking specific information about marginalized groups, such as the number of LGBTQ+ and people of color served, providing valuable data for grant applications.
3. Overflow Capacity for Weather Emergencies: The system allows NLP staff to expand guest intake during extreme weather events by activating an overflow option. When this is enabled, guests are informed that shelter space is limited but that additional individuals will be accommodated due to need. This ensures that more individuals are provided shelter during critical weather conditions, offering life-saving resources when demand exceeds regular capacity limits.
4. Additional Features for Staff Efficiency: The system also introduced inventory tracking for shelter supplies, along with shift log capabilities. Staff can now log and access important data regarding supplies needed at different shelter locations, making it easier to manage resources and reduce time spent on manual tasks.
Client and Experience Impact
Corrine Elise, a representative from Nashville Launch Pad, spoke highly of the working relationship with Undaunted, emphasizing both the technical improvements and the collaborative, human-centered approach taken throughout the project. “It’s been fantastic [working with Undaunted]. Y’all have added so much value technologically, but it’s also been great that we could always communicate with you. David always approaches things with knowledge and humor, which works for us.”
The new Salesforce system brought immediate improvements to NLP’s shelter operations, even though the full range of benefits will be realized in the upcoming emergency shelter season. Initially, the system was used primarily for guest check-ins, which immediately provided NLP with better data management and improved reporting. In previous years, demographic data was difficult to capture and maintain, but the new system has enabled NLP to store and access that information easily, supporting both program evaluation and external reporting.
“The ability to store information [has] been an important improvement,” Elise said. “We’re really looking forward to onboarding staff for the next shelter season with a fully-formed training plan and maximizing the system’s capabilities.”
Looking Ahead
The full impact of the Salesforce system is expected to be felt in the next shelter season. NLP plans to utilize additional features such as detailed shift logs, which will eliminate the need for email-based reports, and the ability to forecast supply needs more effectively. These improvements will save staff several hours each week and ensure more efficient shelter operations.
NLP’s staff estimates that they could reduce time spent on administrative tasks by several hours a week once the system is fully operational. This will free up staff and AmeriCorps members to focus more on supporting shelter guests directly, improving service delivery and program outcomes.
Additionally, NLP is looking to expand the use of Salesforce to support their transitional housing programs, with future goals of integrating goal tracking and outcome reporting for clients in longer-term housing.
Collaborative Partnership
Reflecting on the project, Elise highlighted the open communication and problem-solving that characterized the partnership with Undaunted. “It’s been really great working with y’all from both the professionalism, the knowledge, and the willingness to really get to know who we are and what our needs are as an organization. You were able to translate the terminology we use in our world to Salesforce terminology so we could get what we needed out of the partnership.”
She also acknowledged the challenges encountered due to NLP’s unique needs and program structure. For example, the transient nature of emergency shelter guests made it difficult to manage guest data and avoid duplicate records. However, with continued refinements and close collaboration, the system evolved to better meet NLP’s operational realities.
“[You] added so much value…to what we do,” Corrinne said. “I’m really looking forward to locking in next year and making sure everybody knows how to use the program.”
Conclusion
Through the partnership with Undaunted, Nashville Launch Pad now has a more robust, efficient system that supports their mission of providing emergency shelter to LGBTQ+ youth in need. The Salesforce solution developed is helping them operate more effectively, manage resources better, and collect critical data to support their long-term goals. With the next shelter season on the horizon, NLP is well-positioned to take full advantage of the system and continue delivering high-quality services to their community.
AT UNDAUNTED, WE BELIEVE NONPROFITS CAN DO THE MOST GOOD WHEN THEY ARE EMPOWERED WITH THE RIGHT TECHNOLOGIES.
With over 40 combined years in the nonprofit sector, we understand your challenges and know how to help you overcome them.
David J. Dunn
David is the founder of Undaunted Consulting. He specializes in data management system optimization and rapid app development for social service, social justice, and environmental justice nonprofits.