Ramsey County’s Probation Service Center (PSC) supervises thousands of low-risk probation clients—but with limited staff resources. As caseloads grew, the agency needed a way to maintain regular communication without sacrificing quality or overwhelming officers. This challenge intensified during the COVID-19 pandemic, when in-person check-ins were no longer feasible. At its peak, the department had nearly 9,000 clients under supervision and lacked any digital system for remote client engagement.
Ramsey County turned to FieldWare® in 2006, adopting FW | Supervision with the Automated Telephone Reporting (TRS) module —to modernize supervision for low-risk clients. While their legacy CSTS case management software lacked remote functionality, TRS offered 24/7 reporting, an intuitive interface, and a companion portal called MySupervision.
Supervisors now use the system to oversee check-ins, manage compliance, and flag follow-ups efficiently. Staff can quickly review high-level client summaries and prioritize outreach with minimal manual effort. This digital-first approach eliminated paper-based workflows and allowed the agency to shift administrative resources elsewhere.
Supervising thousands of low-risk clients with minimal staff wouldn’t be possible without the efficiencies of FieldWare®.
Without the FieldWare® solution, it would have taken +8 supervisors and +60 more agents to do the work that is currently being accomplished. By going paperless, the admin team has streamlined operations—reducing staffing needs from five people to just one and a half.
TRS now supports more than 3,000 clients under remote supervision, delivering around-the-clock access and freeing up officers to focus on higher-risk individuals. The product has minimized workloads with an intuitive layout and smart prompts that make it easy for staff to efficiently view and complete their daily to-do items.
By actively incorporating feedback from PSC staff, FieldWare® has fostered a collaborative product development process — making the agency feel like a integral partner rather than just a client.
