A major nonprofit housing and social-services provider managing 23 buildings and serving roughly 2,000 clients. Its services are open-access — no appointment necessary, anyone can walk in for housing support, to set up a payment plan, or for related assistance. As a publicly funded nonprofit, it must document its work in detail to secure and maintain the funding that sustains its programs.
Healthcare
How a Nonprofit Housing Provider Served ~500 More Clients With the Same Staff
A major nonprofit housing and social-services provider replaced clipboard-and-pen check-in with Frontlion's in-person service platform across its 23-building portfolio. In two years it grew its contracted caseload by roughly 500 clients without adding staff, cut wait times, and turned service data into the proof its funders require.
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~500
Additional clients served with same staff
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23
Buildings in portfolio
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717
Walk-in clients in a single month
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2
Years in production
What Leaders Say
Who They Are
Customer Snapshot
Buildings
23 buildings
Clients Served
~2,000 clients
Service Model
Walk-in only — no appointment required
Reporting
Monthly reporting to the city to maintain funding
The Problem
The Challenge
For years, this provider ran client intake on a clipboard. Staff checked people in with pen and paper, then instant-messaged colleagues to ask whether a counselor was ready. The process was described by the team as antiquated: handwritten names were hard to read, clients missed their turn when they were not there to hear it called, and the approach caused problems. A clipboard could not produce the granular, credible data its funders expect.
- Clipboard-and-pen check-in — handwritten names hard to read, clients missed their turns
- Counselors had no advance view of who was coming or why — every interaction started cold
- No funder-grade data — the city expected detailed monthly reports the clipboard could not produce
- Clients arriving anxious or upset had no way to see where they stood or how long they would wait
The Decision
Why Frontlion?
The provider evaluated other options before selecting Frontlion. Two factors drove the decision: a seamless onboarding experience supported by a Customer Success team that made the transition completely smooth, and the granular reporting the organization needed to demonstrate its impact to the city and its funders.
Seamless Onboarding
Customer Success team made the transition smooth — the team calls the onboarding remarkable two years on.
Funder-Grade Reporting
Detailed, exportable records of clients served, services provided, and outcomes — reported to the city every month to maintain funding.
Counselor Preparation
Counselors preview the next client's profile before the person sits down — no re-explaining, better outcomes.
Data as Proof
Check-in timestamps matched to CCTV in disputes; weekly team stats drive coaching and counselor motivation.
How It Works
The Solution
Frontlion deployed its in-person service platform across the provider’s intake operations — replacing pen-and-paper sign-in with a digital, walk-in-ready service flow and giving the team the data backbone its mission depends on.
Deployment
How the Rollout Worked
1
Clipboard Replaced
2
Counselor Prep Activated
3
Monthly Reporting Live
Impact
Operational Challenges Solved & Results
The defining result is doing more with the same team: the provider grew its contracted caseload by roughly 500 clients without adding staff. In a single month, the organization recorded 717 walk-in clients — all captured, served, and counted through the platform rather than guessed at on paper. Monthly reporting to the city is now detailed and credible — instrumental in gaining and maintaining funding.
~500 more clients
More Clients With Same Staff
Contracted caseload grew by around 500 clients with the same staff — the director attributes the capacity gain directly to the platform.
717 /month
Walk-In Clients Recorded (One Month)
717 walk-in clients recorded in a single month — all captured as structured service data rather than guessed at on paper.
✓
Funder Reporting Active
Monthly reports delivered to the city showing clients served and outcomes — instrumental in maintaining funding.
✓
Counselor Prep Live
Counselors preview each client's profile before the session — calms escalated clients, reduces re-explaining, improves outcomes.