How the City of Richmond Centralized Case Management, Cut Reporting Time by 75%, and Built Real-Time Accountability with myOneFlow

About the City of Richmond Office of Community Wealth Building (OCWB) 

Established in 2014, the City of Richmond’s Office of Community Wealth Building (OCWB) was the first municipal office in the United States dedicated specifically to addressing systemic poverty. OCWB’s mission is to drive solutions that improve the quality of life and expand pathways to prosperity for Richmond residents by increasing access to employment, education, and wealth-building opportunities.

OCWB operates multiple workforce and community programs serving both adults and youth, including Career Services, AmeriCorps, Social Impact, Business Solutions, and Youth Engagement Services. Together, these programs support Richmond residents through career exploration, job readiness, training, supportive services, and long-term economic mobility.

Paper Files, Manual Reporting, and No System of Record 

Before implementing myOneFlow, OCWB had no centralized case management system across programs. Career advisors relied on paper file folders containing handwritten case notes, intake forms, and receipts. Reporting depended on manual spreadsheets collected individually from staff each month.

Each program, and often each site, tracked information differently. Some staff used an interim system inconsistently, while others did not use it at all.

Reporting Consumed 25% of Staff Time

Monthly reporting was entirely manual. Staff submitted spreadsheets late or inconsistently, forcing leadership to chase data and reconcile discrepancies across programs and funding sources. For leadership, this meant limited visibility and constant backtracking.

 “We didn’t have one place where everything lived. We were using paper files, spreadsheets, and folders everywhere, and every month we were trying to piece the story together after the fact. We were always backpedaling, trying to figure out why numbers didn’t match.”
- Lori Payne, Management Analyst – Operations, City of Richmond Office of Community Wealth Building 

Compliance and Funding Risk

OCWB manages braided funding streams, including TANF and sole-source grants, each with strict compliance requirements. Incomplete or delayed data created a real risk. Without a reliable system of record, OCWB struggled to confidently tell its story to leadership, funders, and the City Council. 

The Solution:  Implementing myOneFlow as a Central System of Record 

OCWB selected myOneFlow as a centralized, configurable case management platform capable of supporting multiple programs, funding sources, and workflows within a single system.

Career Services, the program with the greatest operational strain, was implemented first, followed by additional adult and youth programs. Today, five programs operate fully within myOneFlow.

Standardized Workflows Across Programs 

myOneFlow enabled OCWB to replace paper and spreadsheets with consistent digital workflows, including:

• Centralized participant registration
• Automated staff assignment
• Case notes and document uploads
• Service codes tied to funding and compliance
• Automated reminders and workflows
• Real-time reporting

A key part of the rollout was shifting myOneFlow from “extra work” into the normal flow of staff responsibilities by introducing automation and structure that matched how staff operate day to day.

“If I make the tool convenient for case managers, they’ll use it out of convenience, not just obligated compliance. Now, many tasks that had to be done manually are automated.” 
- Aaron Brown 

Building a Common Language for Services and Compliance

OCWB used service codes, workflows, and tagging conventions in myOneFlow to standardize how services are recorded and how engagement is tracked across the department. Service codes became the foundation for clearer reporting and simplified compliance tracking across funding requirements.

This approach helped OCWB address a common workforce reality: caseload size does not always reflect actual engagement. Workflows and tagging make it easier for staff to identify who is disengaged and who is making measurable progress.

The Results:  Impact at a Glance

• 75% reduction in reporting time

• Reporting reduced from approximately one week per month to on-demand access

• Five programs centralized in one system of record

• Over 8,000 participant accounts created in myOneFlow

• Weekly performance visibility, replacing monthly lagging reports

• Standardized intake and case management across sites

 “Before, reporting took about a week every month and required chasing spreadsheets and reconciling numbers. Now, the data is already there. We review performance weekly instead of after the fact, and everyone can see exactly where things stand.”
- Aaron Brown 

Stronger Accountability Across Programs and Staff

Centralizing case management created consistency across programs that previously operated with different tools and processes. Standardized workflows ensure services are recorded in the same way regardless of program or location.

This consistency supports clearer accountability. Caseloads can be evaluated based on engagement rather than volume alone. Supervisors and leadership have a clearer operational picture, with fewer manual follow-ups needed to confirm work or outcomes.

Improved Compliance and Funding Confidence

By tying services and outcomes directly to structured service codes, OCWB can now track compliance activity in real time. Leadership can easily pull reports showing progress against funding requirements without reconstructing outcomes months later.

This has reduced administrative burden, improved confidence in reported data, and strengthened OCWB’s ability to demonstrate impact to leadership, funders, and City Council.

A More Consistent and Accessible Participant Experience

Before myOneFlow, participant intake relied heavily on paper forms that had to be routed, filed, and manually tracked. Processes varied by site, creating confusion for participants and staff alike.

Today, participant information is centralized in one system. Staff can quickly see where someone is on their journey, what services they have received, and what steps come next. Intake, assignment, and follow-up now follow a consistent structure across programs.

While OCWB continues to expand participant-facing use of the platform, the shift away from paper has already improved accessibility, reduced delays, and made it easier for staff to support participants effectively.

Why myOneFlow Works for Workforce Agencies

For OCWB, myOneFlow is more than a case management tool. It serves as the backbone of a broader technology stack that includes dashboards, internal systems, and compliance workflows.

When OCWB was evaluating solutions, myOneFlow had two qualities that stood out as especially important:

• Configurability without custom development, allowing workflows to evolve as programs and funding change

• A responsive partnership model that enables continuous refinement and improvement

Rather than forcing the organization to adapt to rigid software, myOneFlow adapted to how OCWB works.

Looking Ahead

OCWB is continuing to build on this foundation by expanding transparency, improving participant engagement, and exploring additional integrations across its technology ecosystem. With centralized data and real-time visibility in place, the organization is well-positioned to scale services while maintaining consistency and accountability.

 “The platform grows with us. As our processes change and new needs come up, we can adjust without starting over. That flexibility is rare, and it’s why myOneFlow has become so central to our work.”
- Aaron Brown