Tech for Good: Leveraging Innovation to Enhance Community Support

Technology is rapidly evolving, transforming industries worldwide—including the nonprofit sector. For organizations dedicated to community service, staying ahead of technological advancements is essential to delivering impactful and efficient solutions. At Orange County United Way, we are committed to using Tech for Good and leveraging innovation to optimize our service offerings to create meaningful change.

That is why we collaborated with Amazon Web Services (AWS) to enhance our approach, ensuring we provide the most effective support to our clients while maximizing efficiency and keeping costs manageable.

Using Amazon Connect to Optimize Crisis Hotline Services

When Orange County United Way acquired 2-1-1 Orange County (211OC) last year, we took on a vital service—operating a 24/7 helpline that connects thousands of residents with essential health and human resources. These include access to healthcare, food security, housing support, elder and childcare, and legal services.

The challenge? The existing infrastructure relied on manual data entry and outdated systems, limiting the helpline’s ability to efficiently connect people with the right resources.

”Our 2-1-1 helpline is a vital resource for Orange County residents, serving as the ‘front door’ to a wide range of community resources,” said Elizabeth Andrade, Executive Director, 211OC. “As an intermediary to numerous organizations with their own data and processes, the growing volume of data collected across social services exposed the limitations of our older call center architecture. Reliance on manual data entry stretched our team thin and created gaps in coordination with community partners, underscoring the need for a more efficient, scalable, and data-driven solution.”

Amplifying Community Impact through Data-Driven Technology

To address these challenges, we sought a Tech for Good solution that would integrate advanced automation, data-sharing capabilities, and cloud-based scalability. Our ongoing collaboration with AWS made Amazon Connect the ideal choice for this transformation.

With funding from an AWS Health Equity Initiative grant, we became the first 2-1-1 service in California to migrate our helpline to the AWS Cloud, significantly improving response times and service quality.

How Cloud-Based Solutions Improve Nonprofit Service Delivery

Amazon Connect enables enhanced call routing, real-time data collection, and advanced supervisory tools. This cloud-based contact center technology has transformed our ability to connect people in need with essential services, making assistance more accessible, efficient, and responsive.

“Since migrating to Amazon Connect, we’ve seen immediate improvements in workflow and functionality,” said Chris Ticknor, Chief Transformation Officer, Orange County United Way. “It empowers our team with smarter tools while allowing us to scale resources based on demand—optimizing both service quality and operational costs.”

The Future of Nonprofit Innovation: Tech-Enabled Solutions for Social Good

With Amazon Connect’s integration capabilities, 211OC can now securely share data (with consent) across nonprofit and government organizations, ensuring a seamless client experience.

“We aim to map the client journey across multiple service providers, ensuring individuals receive holistic, connected care,” said Ticknor. “Data-sharing enables us to build a more responsive, effective support system for our community.”

In traditional nonprofit and government models, each agency operates within its own data silo. But by leveraging Tech for Good, we can break down these barriers, enabling better collaboration and service delivery across sectors.

Building a Stronger Community utilizing Tech for Good

Beyond immediate improvements, our adoption of cloud-based, AI-driven solutions is setting the foundation for a future-proof nonprofit model. With detailed analytics and usage trends, we can continue refining services, predicting community needs, and expanding our impact year-over-year.

“The technology aligns with our long-term vision,” said Rose Buenaventura, Vice President, DevOps, Orange County United Way. “With data-driven insights, we can identify trends that impact our community and proactively develop solutions.”

Enhancing Service Efficiency through AI and Cloud Technology

As a nonprofit committed to sustainable, innovative solutions, we recognize the importance of staying ahead of digital transformation. By investing in scalable Tech for Good solutions, we ensure that we can adapt, evolve, and meet the ever-changing needs of our community.

Interested in Our Tech-Driven Community Service Approach?
Contact Chris Ticknor, Chief Transformation Officer, at ChrisT@UnitedWayOC.org or 949.263.6119 to learn more.