At Heller Consulting, we know that technology transitions in nonprofits are never just about software—they’re about people, process, and purpose. Every new CRM, data platform, or digital tool is a catalyst for change, and the way you prepare your team for that change can make or break your project’s success.
Why change management matters—especially now
Change, even when it leads to improvement, is stressful and unsettling. Nonprofit staff are often stretched thin, balancing mission delivery with operational demands. The COVID-19 pandemic amplified these pressures, forcing organizations to adapt rapidly while supporting staff through unprecedented change.
Change management isn’t just a box to check—it’s the grease that keeps the wheels of transition moving. It builds buy-in, provides clarity, supports people through uncertainty, and reinforces new behaviors so change sticks. Without it, even the best technology can fail to deliver on its promise.
The ADKAR model: A roadmap for user adoption
We use the Prosci® ADKAR model to guide technology transitions. These are the building blocks every individual needs for change to take root:
- Awareness: Understanding why the change is happening and how it supports the mission.
- Desire: Choosing to participate and recognizing personal and organizational benefits.
- Knowledge: Knowing what to do and how to do it.
- Ability: Having the skills, resources, and confidence to implement change.
- Reinforcement: Sustaining change through ongoing support, communication, and recognition.
Rethinking training for flexible, modern learning
Traditional “train the trainer” models often fall short in today’s nonprofit environment. Staff may be distributed across time zones, working remotely, or simply lacking the capacity to take on additional training roles. The Canadian Cancer Society faced this exact challenge during a major CRM implementation. When COVID-19 hit, their leaders worked with Heller to help them pivot away from in-person training and find new ways to engage staff.
Five modern learning approaches that work
- Micro-learning
Break complex content into bite-sized, topic-specific modules that staff can access when they need them. Each piece should address a clear learning objective. Micro-learning makes training more convenient, improves retention, and allows for easy updates when processes change. It’s especially effective for nonprofits with distributed teams and limited capacity.
- Flipped classroom
Learners complete micro-learning modules on their own, then join facilitated group sessions to ask questions, discuss scenarios, and support each other. The facilitator becomes a mentor, guiding the group through change rather than lecturing. This approach fosters engagement and deeper learning.
- Mix of content media
Offer training in multiple formats—videos, infographics, reference guides—so staff can choose what works best for them. Adult learners have diverse preferences, and flexibility increases adoption.
- Learning management systems (LMS)
A modern LMS helps present, manage, and track micro-learning content. Integration with your CRM platform allows users to access training in the context of their daily work. Salesforce and Microsoft Dynamics both offer LMS integrations tailored for nonprofits.
- Gamification
Friendly competition and recognition—such as electronic badges for completed modules—can motivate staff to complete training and embrace new technology.
Case study: Canadian Cancer Society—change management in action
When the Canadian Cancer Society restructured from a decentralized organization to a national one, they faced a perfect storm: merging with other nonprofits, consolidating dozens of systems, and adapting to remote work during a pandemic. Heller Consulting helped them pivot their training approach, moving from “train the trainer” to micro-learning and flipped classrooms. Executive sponsors stayed engaged, communications were clear and purposeful, and performance indicators guided staff toward success.
Key lessons from this project include:
- Executive sponsorship is critical. Sponsors must stay engaged, remove barriers, and model desired behaviors.
- Communicate purposefully. Staff need to know what’s changing, why, and how it affects their work.
- Build in reinforcement. Celebrate milestones, provide ongoing support, and listen to staff concerns.
Practical tips for nonprofits adapting technology training
- Prioritize people, not just technology. Invest in staff readiness and capacity.
- Start with the “why”. Connect every training module to your mission and goals.
- Be flexible and responsive. Adapt your training plan as circumstances change.
- Use data to guide and reinforce. Track progress, celebrate achievements, and adjust as needed.
Final thought: Change management is a journey
Change doesn’t just happen—it requires deliberate effort, ongoing support, and a focus on people. By embracing modern training approaches and ADKAR best practices, nonprofits can prepare their teams to adopt new technology and processes smoothly, confidently, and sustainably.
If you’re planning a technology transition, start with change management. Your people—and your mission—deserve nothing less.
>> Get our Change Management Guide for Nonprofits.
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Director of Marketing
Lyndal has worked at the intersection of nonprofits and technology for most of her career, building strategic marketing programs and managing data-driven campaigns at the San Francisco AIDS Foundation, Nonprofit Technology Network, InfluxData, and others. She leads Heller’s marketing efforts and is excited to position Team Heller as the partner of choice for nonprofit and education advancement leaders. When not at her desk, Lyndal is usually on a hiking trail or listening to a podcast about star stuff.
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