Episode 18: Driving Social Change with Data and Technology: Insights for COOs

The Future Focused CXO Episode 18: Show Notes

In a sector where the stakes are high and the margin for error is low, social service organizations are increasingly turning to data and technology to drive impactful change. But it’s not just about adopting new tools—it’s about using them strategically to improve outcomes and empower teams. In the latest episode of Future-Focused CXOs, Jered Pruitt, Chief Operating Officer at a leading social service organization, discusses how technology is reshaping the way they deliver services and the vital role of COOs in spearheading these changes. From streamlining operations to leveraging data for deeper insights, Jered’s approach offers invaluable lessons for leaders in the social sector.

The Power of Data-Driven Decision Making in Social Services

As a COO, Jered understands the complexity of running an organization that serves diverse communities. One of the key challenges he’s addressed is ensuring that all of the organization’s programs are not only running efficiently but also having a meaningful, lasting impact. According to Jered, the secret lies in data.

"Data isn’t just a tool to track activities—it’s the foundation for making informed decisions," Jered explains. "When we started using Salesforce CRM, it wasn’t just about managing client relationships. It was about bringing together all the data from our various programs to create a more holistic view of the community needs."

This approach of centralizing data through technology has allowed the organization to break down operational silos, streamline processes, and most importantly, understand the root causes of issues within the community. With better access to information, staff members can tailor interventions more effectively, which leads to improved outcomes.

Social Determinants of Health: A Case Study in Data-Driven Change

One of the most striking examples of how data is driving change in Jered’s organization comes from their focus on social determinants of health. Traditionally, many social service organizations focus on addressing immediate needs like food assistance or energy assistance. However, Jered’s team used data to uncover a deeper issue affecting their community—access to credit.

Through data analysis, they discovered that the community was not struggling with under-banking, as was initially assumed. Instead, they faced challenges related to a cash-based culture and lack of access to credit. This insight led to a shift in the organization’s housing education program, focusing on credit building rather than just savings.

"The results have been incredible," says Jered. "We’ve seen clients improve their credit scores from 0 to 720 in just nine months. This data-driven approach has not only changed our program’s trajectory but has also allowed us to help clients achieve long-term financial stability."

This example illustrates the power of data to challenge assumptions and refocus strategies. For COOs in the social services sector, Jered’s experience shows how understanding and leveraging data can lead to more impactful and tailored services.

Technology as a Catalyst for Efficiency

While data is undeniably valuable, technology is the tool that makes data actionable. For Jered, adopting Salesforce CRM was a critical step in improving operational efficiency. With the right technology in place, the organization has been able to automate processes, track progress in real-time, and reduce manual tasks that were previously time-consuming.

But technology’s role in social services goes beyond internal efficiency—it’s also about enhancing the human element. Jered is quick to point out that while AI and data analytics can provide valuable insights, they can’t replace the human connection that is at the heart of social work.

"Technology shouldn’t be about replacing the personal touch in social services," he emphasizes. "Instead, it should be about empowering caseworkers to spend more time with clients and less time on administrative tasks. AI and data can help identify client needs faster, but it’s the human connection that makes the difference."

This perspective is especially relevant for COOs who may be considering the integration of AI and other technologies into their organizations. Jered’s advice is clear: focus on using technology to support and amplify the work of your team, rather than trying to automate the core aspects of your service delivery.

Building a Culture of Technology Adoption

Adopting new technology, particularly in a non-profit or social service setting, can be a daunting task. Jered shares that one of the most important steps in their organization’s successful integration of technology was getting buy-in from the executive team and staff.

"For us, it was about more than just the technology—it was about fostering a culture that embraced it," he says. "We didn’t just roll out Salesforce and hope for the best. We took the time to engage our staff, provide training, and build ambassadors who were enthusiastic about using the system."

This emphasis on staff engagement was key to their success. When employees understand the value of the tools they are using, they are more likely to incorporate them into their daily work, which in turn leads to better outcomes for clients.

The Role of COOs in Leading Technology Transformation

As COO, Jered’s role goes beyond managing day-to-day operations. He is the driving force behind the organization’s technology strategy. But how do you get the executive team on board with prioritizing technology?

For Jered, the answer lies in demonstrating the tangible benefits of technology—not just for efficiency, but for the greater impact it can have on the communities served.

"When we started seeing results—both in terms of operational improvements and client outcomes—it was easier to make the case for continued investment in technology," he says.

COOs in similar positions can take Jered’s approach as a model: begin with a clear strategic vision, engage stakeholders at all levels, and focus on how technology can amplify the organization’s mission.

Embracing Change in the Nonprofit World

The non-profit sector has often been slow to adopt new technologies, but Jered believes that’s changing. With the increasing availability of powerful tools like Salesforce and AI, social service organizations can improve their operational efficiency and create better, more targeted interventions for the people they serve.

"The future of social services is data-driven," says Jered. "By embracing technology, we can not only improve our programs but also make a larger, more lasting impact on the communities we serve."

As Jered’s experience shows, the future of social services is about more than just using technology for the sake of it—it’s about using it in a thoughtful, mission-driven way to create transformative outcomes. For COOs in the social services sector, the key takeaway is clear: by leveraging data and technology, you can drive more efficient operations, create tailored services, and ultimately make a lasting, positive impact on the lives of those you serve.