Business Operations

From HR to Marketing and Funding to Tech, you'll learn what you need to know to run Padua effectively

Foundations for Success

Here, you’ll find essential guidance on the business operations that support a strong, sustainable Mission Site. From launch to long-term growth, the resources here are designed to help you build a solid foundation for success.

Your Mission Site deserves a strong foundation—let’s build it together.

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Need Help?

We've got you covered! Use the Jira request form to submit suggestions, request support, or ask questions. Before submitting, please first reference the Operations Manual, Training Manuals, and FAQs to ensure your question hasn’t already been answered.

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Frequently asked questions

Please check the FAQ's listed below. If you still are in need of support, please reach out to Padua National via the JIRA Request Form.

Terminology

Bigger, Brighter Future (BBF)

A personalized set of overarching goals that clients in Padua create to envision and work towards a more stable and self-sufficient future.

 

Case Management Team (CMT)

A team consisting of a CW and a CM who provide holistic, individualized services. They create personalized service plans and offer intensive support to help clients achieve their BBF.

 

Case Manager (CM)

Part of the CMT who helps clients cultivate a goal-oriented mentality, providing financial coaching, coping skills, and emotional resiliency. They evaluate and adapt to each

client's needs and collaborate with CW partners to support clients' resource and financial goals.

 

Case Record

A comprehensive record in Salesforce documenting all interactions, decisions, and progress related to a client's Padua journey, including client goals, service outcomes,

and insights into client motivation and barriers.

 

Case Worker (CW)

Part of the CMT who helps clients overcome barriers like employment, education, housing, transportation, and childcare by providing support and coordinating resources. They advocate for clients and maintain strong relationships with CM partners.

 

Catholic Charities Fort Worth (CCFW)

A nonprofit organization dedicated to relentlessly ending poverty within the 28-county Diocese of Fort Worth. Partnered with LEO to conduct an RCT for Padua and replicate the program to help more families achieve long-term self-sufficiency.

 

Catholic Social Teaching

A body of doctrine developed by the Catholic Church that outlines principles for building a just society and living lives of holiness amidst the challenges of modern society. It emphasizes the dignity of human life, the importance of family, the rights of workers, and the need for solidarity and the common good.

 

Feasibility Survey

A process to ensure that the MS is a good fit and fully committed to Padua replication. It involves assessing and identifying legal, cultural, and demographic specifics, as well as the specific customization needs of the MS to ensure alignment with its unique requirements. This process is conducted during the initial phases of the replication partnership.

 

Franchise for Good (FFG)

A nonprofit organization dedicated to scaling and growing nonprofit businesses via a franchise system model and best practices. Partnered with CCFW and LEO to replicate

Padua.

 

Lab for Economic Opportunities (LEO)

The University of Notre Dame's Wilson Sheehan Lab for Economic Opportunities (LEO) is a research center dedicated to rigorously evaluating and identifying effective programs to reduce poverty. Partnered with CCFW to conduct an RCT for Padua and assist with

replication.

 

Learning Management System (LMS)

A software application, known as Padua Path, used to provide the latest updates to essential resources, ensuring easy navigation and access for Mission Sites. It includes ongoing program support and direct communication channels with Padua National.

 

Mission Site (MS)

A PN replication partner location dedicated to implementing Padua’s high standards and research-based approaches to end poverty.

 

Padua National (PN)

The organization responsible for overseeing the replication and implementation of Padua across various Mission Sites. It ensures that the high standards and research-based approaches of Padua are maintained and effectively applied to help families across the nation achieve long-term self-sufficiency.

 

Padua Path

The LMS used to provide the latest revisions and updates to the Padua National Operations Manual. It includes supporting documents, other manuals, training materials, and administrative information necessary for running Padua Mission Sites confidently.

 

Personal Savings and Spending Plan (PSSP)

A financial tool, used during coaching sessions, that CMs use to help clients analyze their finances, track income and spending, and identify areas for improvement.

 

Program Manager (PM)

The front-line leader of the Padua program who supports the MS CMT, conducts structured team meetings, and performs Exit Interviews. They also build and maintain relationships with community partners, ensuring effective collaboration and comprehensive support for clients.

 

Randomized Controlled Trial (RCT)

A study where participants are randomly assigned to either the intervention group or the control group to measure the effectiveness of an intervention. CCFW partnered with LEO to conduct an RCT for Padua.


Referral Partner

An organization that refers clients to Padua for case management services, assisting clients as needed with the application process to ensure their enrollment in Padua.

 

Resource Partner

An organization that collaborates with the MS to provide services at reduced or no cost for Padua clients, sharing data and maintaining communication to ensure comprehensive support.

 

Review of Fit Call

An eligibility screening call used by Padua to determine if potential clients are a good fit for Padua.

 

Skills and Techniques

Regular training sessions held every two weeks. The training focuses on developing practical abilities, improving professional competencies, and staying updated with best practices in the field.

 

Technology Stack

A collection of required and suggested software tools, applications, and systems that are used to support and manage the operations of Mission Sites.

Can Mission Sites customize Padua documents or propose new program tools to Padua National?

No, Mission Sites may not customize documents found in Padua Path without prior approval from Padua National. These documents are standardized to maintain fidelity to the Padua model across all Mission Sites.

However, Mission Sites may add agency-specific documents to comply with local policies, legal requirements, or organizational standards, as long as these additions do not alter the core Padua materials.

Staff are also welcome to use additional external tools to support individual clients, including local resource materials, financial planning tools, or other relevant aids—as long as:

  • They have permission or licensing to use the tools.
  • The tools do not conflict with Padua’s philosophy, processes, or documentation standards.


If a Mission Site wishes to propose a change or recommend a new program tool or adaptation, they must submit a formal request through Jira. Padua National will review the request to ensure alignment with Padua’s principles and operational integrity before approval.

What should we do if a Case Manager or Case Worker leaves mid-client journey?

Continuity of care is essential to maintaining trust and momentum in the client’s journey. When a Case Manager (CM) or Case Worker (CW) departs mid-journey, the Program Manager (PM) should promptly reassign the client to a new Case Management Team (CMT), considering caseload balance and client needs. When reassigning, it is best practice to maintain the same CM or CW, whichever team member is not leaving. This helps preserve continuity and familiarity for the client.

Whenever possible, a warm handoff—where the outgoing and incoming CMT members meet with the client together—is ideal. This helps preserve rapport and ensures a smooth transition.

The new CMT should thoroughly review the client’s Case Record in Salesforce prior to initial contact. During the first call or meeting, the new CMT should:

  • Let the client know they have reviewed the Case Record.
  • Politely ask if the client has any immediate concerns or needs the team should be aware of from day one.
  • Reaffirm the team’s commitment to supporting the client’s goals and maintaining continuity.


Mission Sites are encouraged to approach transitions with empathy, professionalism, and clear communication.

How do we handle clients who express discomfort with their assigned CM or CW?

If a client expresses discomfort with a member of their Case Management Team (CMT):

  • Listen empathetically and avoid defensiveness.
  • Document the concern in Salesforce.
  • Notify the PM immediately to assess the situation.


The PM makes the final decision on whether reassignment is necessary. The goal is to avoid reassignment unless the concern significantly impacts the client’s journey or goals—reassignment is not recommended for minor disagreements that can be addressed through conversation.

If reassignment is approved, the remaining member of the original CMT (the CM or CW not involved in the concern) should be maintained when possible to preserve continuity. The new team member should thoroughly review the client’s Case Record before initiating contact. During the first call or meeting, they should let the client know they’ve reviewed the Case Record and politely ask if there are any immediate concerns they should be aware of from day one.