In our latest webinar, we pulled back the curtain to share how we are using technology and data with purpose in the Immigrant Families Recovery Program (IFRP). We provided a behind-the-scenes look at how we designed the IFRP program with a strong program foundation and data collection systems to ensure the reliability of our research results.
Christopher Dokko, MAF’s Evaluation Manager, gave an overview of our data collection process. He explained how we gather diverse data from our interactions with clients, including annual surveys, in-depth interviews, and administrative data from credit and asset reports.
At MAF, we use many technologies designed to work in harmony, ensuring a smooth research process and reliable data generation. However, the crux of our work is serving our clients. As Christoper noted,
“Data strategies require tech strategies to be intentional about not only what we’re hoping to learn but also how we engage communities.”
Trust is a vital element in our data collection process. Christopher emphasized that our research “moves at the speed of trust” and that our technology makes trust-building possible at scale. This trust has allowed us to collect vast amounts of data.
The team then dove into examples of the technologies MAF is using to collect and protect client data in the program. We covered how tools for client support ticketing, customer relationship management, email and SMS, and translation management were part of the overall system to ensure clients felt seen and supported throughout the process.
Using a support ticket platform to coordinate interactions among team members ensured that we maintained data quality. As context, the average participant in IFRP needed two instances of support, and our client experience team resolved a total of 4,616 tickets during enrollment. The system to respond to and resolve clients’ issues and ensure their data was correct formed the basis of trust as we began the research process.
As MAF’s Advocacy and Engagement Director Joanna Cortez Hernadez pointed out,
“Trust is a mutual process, and we build trust by actively listening to clients and responding to their questions about IFRP or other MAF programs. These interactions foster a sense of respect among our clients and provide valuable research insights. They help us understand clients’ daily challenges and how they navigate the digital world.”
The team also dove into the email and SMS messaging systems and how consistent engagement has helped increase response times and rates throughout the program. When clients first started interacting with MAF, they didn’t yet have a trusted relationship with us. Over the course of our program, we launched 147 IFRP-specific messaging campaigns, keeping our clients informed and engaged. Open and response rates increased as we developed our relationship through consistent and responsive communication. This led to excellent responses to short-form and longer annual surveys, with completion rates from 66-70%.
Joanna Cortez Hernandez, our Advocacy and Engagement Director, further expanded on how we use technology to foster trust. We use a translation management tool to ensure high-quality Spanish versions of our application for our predominantly Spanish-speaking client base. Using this tool allowed a combination of machine-generated and custom translation, which helped us streamline the process to better support clients.
Joanna also discussed how we embed trusted fintech tools into our application process. One tool we use allows clients who opt to set up direct deposit to also consent to release further data about their assets. This data provides a unique opportunity to understand the finances of the largely unbanked and underbanked community we serve.
Following the presentation, our CEO Jose Quiñonez led a fishbowl conversation with Christopher, Joanna, and Mariel Hernandez, MAF’s Communication and Engagement Manager. The team shared insights and anecdotes about how technology has made it possible to build trust and embed quality research into our programs. Mariel pointed out that organizations like MAF, with years of building trust in their communities, are uniquely positioned to provide research insights based on relationships and on-the-ground experience. José concluded by emphasizing the importance of integrating research into program delivery so we can continue to gather insights and further the conversation about financial equity for immigrant families.
Watch the recording here, and make sure to sign up for our newsletter to hear about our upcoming events.