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SUCCESS STORY

How Union Station Scaled IT Support Across 13 Locations

As Union Station Homeless Services grew, its technology needs grew with it. Intelligent Technical Solutions (ITS) provided 24/7 support, cybersecurity expertise, and a broader technical team to help keep nearly 300 employees connected across 13 locations.

  • Nonprofit Industry
  • Managed IT Type of service
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Union Station Homeless Services volunteers handing out food
THE CLIENT

Supporting a Mission Across Multiple Communities

Union Station Homeless Services in Pasadena is a nonprofit organization serving the local community for over 50 years. The organization serves over 4,000 people each year and has housed over 2,000.

Their mission to end homelessness relies on people coming together. However, as the lead agency coordinating homeless services in the area, they serve a combined population of over 1.5 million across different cities and communities.

At a glance

  • Serving the local community for over 50 years
  • Over 4,000 people served each year, and over 2,000 housed
  • A combined population of over 1.5 million across different cities and communities
  • Nearly 300 staff members at 13 different locations

Delivering that work across multiple communities requires reliable technology behind the scenes so staff can stay connected, protect sensitive information, and support program participants wherever they are.

THE CHALLENGE

One Technology Manager, 13 Locations

Union Station was a much smaller agency over ten years ago. However, they have grown significantly throughout that time. They’ve established new locations, launched new programs, and started initiatives to serve the community better.

Doing all that also meant they had more IT infrastructure and cybersecurity requirements. Unfortunately, they did not have the manpower to meet those needs internally. Union Station only had one technology manager overseeing the IT needs of over 300 staff members across different locations. It’s a near-impossible task for one person.

What needed more support:

Multi-Site Connectivity
300 staff members across 13 locations needed consistent access to systems and services.
Sensitive Data Protection
Program participant and donor information had to remain secure and available.
24/7 Availability
Technology issues could not wait for normal office hours because Union Station's services operate around the clock.
Limited Internal Capacity
One technology manager needed access to a broader range of expertise and support.
WHAT ITS DID

Extending the IT Team Across Every Location

Thankfully, they’ve had a partner they can count on to manage their IT in Intelligent Technical Solutions (ITS) for over a decade. That’s because while Union Station’s team is dedicated to ending homelessness, ITS is committed to ensuring their technology can help achieve that goal.

  • 24/7 HelpDesk
    “For us, the ITS HelpDesk is the most critical. Having that 24/7 support is vital in order to ensure that all of our sites are up and running all the time,” Green said.
  • A team that knows their infrastructure
    The HelpDesk is staffed with people familiar with their infrastructure and unique tech problems and how to address them. That means any unplanned downtime is minimal.
  • Work from the field
    “ITS helped ensure that our staff can work from the field and remotely in order to meet the needs of our program participants more effectively,” Green said.
  • Advanced cybersecurity
    “They have assisted in maintaining our cybersecurity and have deployed really successful initiatives in order to ensure that our data is secure,” Green said. Humanitarian nonprofits like Union Station are no strangers to the growing number of cyber-attacks across the world.
  • Additional Capacity Without Building Every Skill In-House
    By working with ITS, Union Station's internal technology leadership can draw on a broader team for support, cybersecurity, and specialized technical needs as they arise.

In Their Words

“We have been clients for over a decade, and they continue to meet our needs as we continue to expand and grow.”

Amanda Green Chief Operations Officer, Union Station Homeless Services

“We’ve had a few primary contacts at ITS. Overall, they have been very communicative, helpful, and hardworking. They also try to proactively anticipate the needs of the agency. We appreciate that they bring their expertise to the table and allow us to utilize their skill set.”

Amanda Green Chief Operations Officer, Union Station Homeless Services
THE RESULTS

More IT Capacity Across a Growing Organization

Managed IT client
13
Locations keptUp And Running

“Without ITS, we would not be able to expand to the number of locations nor services we have been able to in the short amount of time,” Green said.

Staff Supported by a Broader IT Team
Nearly 300 employees benefit from the combined support of Union Station's internal technology leadership and ITS.
+ Years
Long-Term IT Partnership
Union Station has worked with ITS for more than a decade as its technology needs, programs, and locations have expanded.
Help Desk Coverage
Union Station has access to support beyond standard business hours, which is especially important for an organization operating around the clock.

“Without ITS, we would not be able to expand to the number of locations nor services we have been able to in the short amount of time.”

AG Amanda Green Chief Operations Officer, Union Station Homeless Services See all case studies ↗

Could Your Nonprofit IT Team Use More Support?

Expanding your operations is a difficult task. Thankfully, you don’t have to do it alone. Finding partners who can grow with you and help you achieve your goals can help you take your organization to where it wants to be.

Schedule a free consultation and discover how our IT solutions can take your organization to new heights.

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