Improving Service Delivery and Client Coordination for a Nonprofit, Intermediary Service Organization in New York City

The Community Development Project (CDP) of the Urban Justice Center (UJC) provides legal, technical, research, and policy assistance to groups in New York City working on social justice issues such as affordable housing, workers’ and immigrants’ rights, and economic development. In an effort to ensure that its services continue to have the greatest impact and meet the needs of their clients, UJC/CDP sought the assistance of the Capstone team to develop a Statement of Expectations to manage client relationships, a Service Impact Survey to collect and analyze data, recommendations on establishing a fee-for-service system to leverage funding, and technology recommendations that would allow improved service delivery. These deliverables, complemented by a comprehensive report outlining the process and research methods behind their development as well as specific implementation recommendations, provides UJC/CDP a foundation upon which they can better organize, deliver, and evaluate their services.