How Resolver Enhanced Incident Reporting and Analysis for CRS

• Outdated incident reporting: Relying on manual processes for incident reporting was cumbersome and inefficient.
• Insufficient data analysis: The lack of advanced tools for data analysis meant CRS struggled to identify trends and make informed strategic level decisions.
• Cultural and linguistic gaps: With a diverse global workforce, CRS needed a system that could overcome language barriers and be adaptable to various cultural contexts.

Tasked with managing a slew of security and medical incidents worldwide, outdated methods – think paper forms and simple Excel sheets – were failing to keep pace with the demands of modern scale humanitarian operations.

The Director of Health, Safety and Security at CRS was frank about the inefficiencies: “Incident reporting was one of the biggest challenges we had.” This wasn’t just about bureaucratic slowdowns; it was about the safety of people across continents. She pointed out that without the right tools for data analysis, CRS lacked the agility to spot issues and take appropriate actions at the enterprise level.

Adding to the complexity was the diversity of CRS’s workforce. With operations spanning the globe, they needed a system that could cross language barriers and adapt to different regional contexts with ease.

Faced with these challenges, CRS knew it was time for change – a significant update to their security strategy that could harness technology’s power to help safeguard their operations and, most importantly, the communities they serve.

When CRS sought a solution to their global security challenges, Resolver stood out not merely as an option but as the definitive answer. It promised a level of customization and user engagement that CRS needed to streamline their extensive operations.

• Flexibility and adaptability: The adaptability of Resolver’s platform was a key draw. The Director, drawing from her past experience, recognized the immediate value Resolver brought to the table. “It was one of the quick value adds to the organization,” she reflected, having seen its benefits in previous roles. This familiarity with Resolver’s capabilities ensured a smooth transition for CRS, thanks to the platform’s adaptability and how it was fine-tuned to meet CRS’s complex requirements for reporting and incident tracking.
• Augmenting data analysis: The Director highlighted the transformative nature of Resolver’s implementation: “Resolver, when implemented correctly, makes strategic decisions much easier.” Armed with enhanced data analysis capabilities, CRS could now tap into detailed incident reports, powering strategic and funding decisions with data that was previously untapped.
• Streamlining medical case management: The success with Resolver’s security management led to its extension into another critical area for CRS: medical case management. This expansion was not just an addition but a significant leap in efficiency, responding to health emergencies with greater speed and effectiveness and reducing the duration of open medical cases.
• Bridging language divides: The Director underscored the value of accessibility in their global operations, noting, ‘The translation feature is crucial for us, as we have staff worldwide, many of whom don’t speak English as their first language or at all.’ Resolver’s ability to operate in multiple languages and across multiple platforms was essential in breaking down communication barriers, enabling CRS’s global workforce to report seamlessly, contributing to the system’s widespread adoption and effectiveness.

Resolver’s implementation marked a turning point for CRS incident reporting and case management, operationalizing the tools necessary to navigate the complexities of their international operations with confidence and clarity.

The introduction of Resolver into CRS’s operational framework marked a significant shift in their incident management and analysis capabilities, producing remarkable outcomes:

Enhanced incident reporting: There was a notable 239% surge in incident reporting within the initial two years following Resolver’s deployment. This not only signifies a cultural transformation towards more proactive security approaches but also highlights the system’s efficacy in encouraging and simplifying the reporting process.

Consistent reporting growth: The year-over-year increase of 24% in incident reporting from 2021 to 2022 further illustrates the sustained adoption and effectiveness of the system in enhancing security vigilance.

Streamlined medical case handling: The average duration of medical cases was cut down by 68.2%, leading to considerable cost savings and, more importantly, enhancing the well-being and safety of staff members. This improvement underscores Resolver’s impact in areas beyond just security management, improving the overall operational efficiency of CRS.

Informed decision-making: The comprehensive data analysis afforded by Resolver has empowered CRS to make more informed and strategic decisions across various organizational aspects, including recruitment, training, and operational strategies.

The integration of Resolver into CRS’s workflow epitomizes a paradigm shift in handling global health, safety, and security challenges within the non-profit sector. This case study illuminates the transformative effects of a flexible, robust, and user-centric incident reporting system in complex international contexts. CRS’s journey with Resolver offers valuable insights and a replicable model for other organizations grappling with similar challenges in managing global health, safety and security. The success of this implementation goes beyond mere numbers; it reflects a deeper commitment to enhancing the operational efficiency and safety of humanitarian efforts worldwide.