Are virtual client services effective?
Cindy Casey and Wendy Williams of Catholic Charities give a presentation on their services to parents at Cristo Rey in Fort WorthThursday, Feb. 2, 2025. (NTC/Richard W. Rodriguez)
On Feb. 1, Catholic Charities Fort Worth embarked on a unique four-year randomized control trial (RCT) designed to accomplish two crucial goals at once: 1) to better serve rural communities in its 28-county diocesan area, and 2) to determine whether virtual client services are as effective as in-person services.
CCFW will partner with the University of Notre Dame’s Wilson Sheehan Lab for Economic Opportunities (LEO) for this research, which is groundbreaking because it has never been done before — by anyone.
“According to our conversations with LEO, there have not been any randomized control trials around case management services in a virtual setting. This would be the first of its kind,” said Jennifer Strand, PhD, head of CCFW internal research and analytics.
The study will measure client outcomes in the agency’s LIFT program which serves low-income individuals through resource connection, financial coaching, and strategic financial assistance.
Cindy Casey, head of CCFW client services, said the RCT will answer the question: Can we provide our unique model of holistic case management services virtually with the same engagement and efficacy as our in-person services?
She added the impact of the LIFT trial will reach far beyond CCFW, offering incentive for other nonprofits and government agencies to increase their outreach into rural areas.
As primary researcher, LEO will evaluate the program and write all research reports. However, Strand’s research and analytics team is responsible for the program’s design and implementation and will collaborate closely with client services which oversees the daily operations of LIFT.
Strand said this RCT also is unique because there will not be a control group which receives no services. Every eligible client will receive services, whether randomized into the virtual service group or the in-person group.
During the next three years, LIFT will employ up to 10 case managers and enroll 1,352 clients for the trial — 676 clients in person and 676 virtually.
“Normally in randomized research we look for differences,” Strand explained, “but in this, we’re looking for similarities.”
Instead of acquiring clients primarily from St. Vincent de Paul Society referrals and the agency’s community partners, the program will recruit most clients directly.
“We’ll be reaching out to parishes to conduct LIFT financial workshops,” Casey said. “We’ll share great techniques to create a budget or help your credit score and say, ‘If you need to take this a step further, come join our program.’
“We’re here, through LIFT, to help people meet their financial freedom,” she added. “When you come into services with us, after six to 12 months, you’ll be in a much healthier place financially than you were when you came in the door.”
Catholic Charities Fort Worth, RCT, Lift program, Cristo Rey, trending-english