Streamline Charity Service Processes

Our community-based charity has grown faster than the systems that support it. Right now the priority is to untangle and optimise two user-facing workflows—service delivery and feedback collection—so every client receives help promptly and we learn from every interaction.

I will provide current forms, email templates, sheets and informal checklists. What I need back is a clear, lean process map that shows who does what, when and with which tool, plus concise SOPs my volunteer team can follow without supervision. If you prefer to model the flow in Lucidchart, Miro or similar, that’s fine as long as the files remain editable. Recommendations on low-cost tools (e.g., Trello automations, Zapier zaps, lightweight CRM) are welcome, but the end result must be something the team can maintain without outside consultants.

Acceptance criteria
• Visual workflow for service delivery and for feedback collection, showing roles, inputs, decision points and outputs
• Written SOPs (step-by-step, plain language) aligned to those workflows
• Quick-start guide for onboarding new volunteers to the revised processes
• Simple metrics we can track monthly to prove the new system works

Please keep terminology straightforward, embed any links inside the documents, and structure everything so updates take minutes, not hours.