Are you ready to improve client outcomes while reducing administrative work for your team?
People Lived Experience Society (often stylized as PEOPLE) is a community organization based in Kelowna, British Columbia, dedicated to empowering individuals with lived or living experience to support their peers. By valuing peer support and destigmatizing those who have faced challenges like homelessness or substance use, PEOPLE bridges gaps in social services to create meaningful change. One of its flagship initiatives is an Indigenous transition house operated in partnership with the Ki-Low-Na Friendship Society. Called Xast WilxʷTn/A (meaning “A Place to Get Better” in the Syilx language), this short-term housing program provides a safe space for Indigenous community members to live and thrive during transitions that require abstinence (for example, between a detox program and treatment, or immediately after release from incarceration). Participants in the residence receive intensive case management and cultural support from PEOPLE’s trained peer navigators.
Running such a multifaceted community program means managing a lot of information – from intake forms and case notes to progress updates and outcome reports. Early on, the team at PEOPLE recognized that traditional paperwork or generic databases were not sufficient for the sensitive, complex needs of their work. They needed a better way to track client data, ensure nothing falls through the cracks, and demonstrate their impact to stakeholders. In short, PEOPLE was looking for a case management solution that aligned with their community-driven mission and unique context.
When evaluating options, PEOPLE had clear priorities. They wanted a platform that was secure, flexible, and designed for social services – ideally one that understood the realities of working with houseless populations and Indigenous communities. Privacy was paramount given the sensitivity of client information, and data sovereignty was also a concern (keeping data in Canada due to privacy regulations and cultural considerations). After surveying the landscape, People Lived Experience Society discovered Mareto, a case management software built in Canada specifically for the social sector. Mareto stood out because it met all their criteria.
“We chose Mareto because they are Canadian, have direct experience working with houseless populations, and understand the unique challenges of our work. Just as importantly, they’ve been able to tailor the system to meet our every need, offering a tool that truly fits our community and context,”
Mareto’s customization and community partnership approach resonated strongly with PEOPLE’s values. Rather than a one-size-fits-all product, Mareto promised to configure the software around PEOPLE’s workflows – from the intake forms they use with new residents to the specific outcomes they must report to their funders. This level of tailoring meant the system could adapt to Indigenous cultural contexts and the nuances of a transitional housing program, rather than forcing the organization to change its processes to fit the software. Mareto was the right fit.
Implementing Mareto brought immediate improvements to PEOPLE’s daily operations. Mareto now serves as the central hub for data collection and case management at the Indigenous transition house.
“We use Mareto as our data collection and case management system for our Indigenous transition house. It supports us with intakes, client tracking, and day-to-day case management.”
All participant information – from the moment someone arrives at the house through their entire stay – is securely stored and easily accessible to the staff who need it. No more digging through paper files or isolated spreadsheets; everything is in one place, updated in real time.
Reporting to funders has also become far more efficient. PEOPLE’s programs are accountable to directives set by their funders, and meeting those requires careful tracking of outcomes (such as housing stability, program completion, or cultural engagement). With Mareto, the team can quickly gather the data required and generate reports that provide “clear evidence of how we are meeting directives”. Instead of spending hours compiling statistics manually, staff can let Mareto crunch the numbers and focus on interpreting the insights. This capability gives the organization confidence when communicating its impact to funders and the community, reinforcing trust in the program’s effectiveness.
Internally, data insights have become a catalyst for improvement. With all case information and service delivery data in Mareto, the team can easily analyze how their program is running.
“It helps us see how our program is running, where the gaps are, and how we can improve operations”
For example, they might notice trends such as a particular support service being underutilized, or identify that certain times of the month see a spike in support needs. These insights enable proactive adjustments – maybe adding more peer navigator hours during high-demand periods, or introducing new cultural activities if participants indicate a need. In short, Mareto turns raw data into actionable knowledge for program management.
One of the most immediate benefits the PEOPLE team experienced was a reduction in administrative burden. Mareto has simplified their processes, automating many routine tasks and organizing information intuitively.
“Mareto has simplified our processes and given us stronger data insights. Staff spend less time buried in paperwork and more time supporting participants.”
This shift is critical in a community-driven environment – every hour saved on data entry or form-finding is an hour gained for direct participant support. Frontline staff can now dedicate more attention to building relationships, providing mentorship, and delivering the cultural supports that are core to the transitional house program, rather than shuffling files.
Collaboration among the team has also improved. Because Mareto is a cloud-based collaborative platform, multiple peer navigators and case managers can access and update client information simultaneously without stepping on each other’s toes. If one staff member starts an intake and another needs to add case notes later, everything flows seamlessly. This ensures nothing falls through the cracks – if a participant mentions a new need or an emerging issue to one staff member, others on the team will see it logged in Mareto and can follow up accordingly. In the past, such details might have been lost in a notebook or missed during a shift change. Now, with Mareto, the whole team stays on the same page about each participant’s journey.
Just as importantly, the PEOPLE staff feel peace of mind knowing that data security is robust. In a program serving vulnerable individuals, confidentiality and safety of personal information are non-negotiable. Mareto’s infrastructure, built to meet high Canadian privacy standards, acts as a “double wall of protection, keeping sensitive information secure.” Staff can securely access what they need from anywhere, but unauthorized access is prevented with strong encryption and access controls. This means the organization can confidently embrace digital case management without fearing breaches or privacy lapses. As one team member put it, “We feel confident that our data is safe.” Knowing that participant records and stories are protected allows everyone to focus on support work rather than worrying about file cabinets or insecure spreadsheets.
Adopting new software can be daunting, but People Lived Experience Society found the process smooth thanks to Mareto’s customer support and onboarding. The Mareto team worked closely with PEOPLE’s staff from day one.
“The customer support team has been responsive, thoughtful, and willing to listen.”
Unlike some vendors who implement a system and disappear, Mareto’s support continued to engage with PEOPLE, fine-tuning the platform as real-world use revealed new needs.
“They work alongside us to make sure the system functions the way we need it to, adjusting as necessary.”
This hands-on, empathetic support meant that when PEOPLE encountered an unexpected challenge or had a feature request, Mareto’s team treated it as a shared problem to solve, not a burden.
Perhaps the most distinctive aspect of this relationship is how collaborative it feels.
“It feels less like we purchased software and more like we entered a partnership with a team that genuinely cares about our success.”
This community-driven ethos from Mareto mirrors PEOPLE’s own collaborative spirit. The software provider became more than just a tool vendor – they became an ally invested in PEOPLE’s mission to empower the community. Knowing that Mareto’s team “has their back” gives PEOPLE confidence to pursue new initiatives or innovations in their program, because they have a supportive partner ready to help adapt the system as their needs evolve.
Since implementing Mareto, People Lived Experience Society’s Indigenous transition house has been able to run more efficiently and effectively. The organization can demonstrate its impact with real data, strengthen its internal practices through insights, and most importantly, devote more energy to what truly matters – supporting people on their journey to stability. The case management system that once was a source of stress and lost time is now a foundation for growth and learning. Staff are empowered with information at their fingertips, participants benefit from more attentive support, and funders see the evidence of success.
In a community-centered field, having a technology partner that truly understands the work is invaluable. By choosing Mareto, PEOPLE found a solution built for the social services context in Canada.
This case study of PEOPLE Lived Experience Society demonstrates how a thoughtful implementation of the right software can amplify the impact of front-line programs. With Mareto’s help, PEOPLE is not just managing cases – they’re building a stronger community, one data-informed decision at a time.
Are you ready to improve client outcomes while reducing administrative work for your team?
