Keystone Sporting Solutions
Case Study
BACKGROUND
Keystone Sporting Solutions specialises in customised support for sporting clubs and associations, with a strong focus on strategic planning, governance, policy development, and volunteer management. Since its founding in 2015, the company has collaborated with numerous sporting organisations and local councils, offering expertise that helps clients achieve effective and sustainable outcomes. The business is driven by a commitment to fostering growth and excellence within the sports community, aiming to help organisations reach their full potential through tailored services that address their unique needs.
With over 30 years of experience in the recreation and sport industry, Kat Ingram is a seasoned professional in volunteer management at local, state, national, and international levels. As the Managing Director of Keystone Sporting Solutions, she is dedicated to assisting organisations in attaining their desired objectives. Kat has worked with local councils, for the South Australian Office for Recreation and Sport, the Australian Sports Commission, The University of Adelaide, YMCA, and the Sydney Organising Committee for the Olympic Games (SOCOG). She specialises in volunteer management, governance, harassment-free sport, strategic planning, child protection, and Play by the Rules. Kat is also an accomplished speaker and workshop facilitator, driven by a lifelong passion for sport and its role in personal development. In 2023, Kat was contracted by the Australian Masters Games (AMG) to oversee volunteer management.
Before switching to Better Impact, the Australian Masters Games (AMG) of 2022, held in Perth, relied on Rosterfy to manage volunteers. While Rosterfy facilitated the coordination of volunteer efforts during the event, the organisation sought a more tailored solution to better meet their evolving needs.
CHALLENGES
One of the biggest challenges at the Australian Masters Games (AMG) was managing volunteer operations across different states. As the Games are hosted in a new state each year, the autonomy given to each host meant that different volunteer management systems were used from one event to the next. While host states received reports from previous events, the lack of consistency created inefficiencies and made it difficult to maintain a seamless volunteer management process.
Though functional for the 2022 Perth event, Rosterfy lacked the long-term flexibility and sustainability needed for ongoing events the size of the AMG. Each year, the team had to start from scratch with a new system, which affected planning and continuity. For the 2023 Games, AMG required a solution that would allow them to manage volunteers effectively, regardless of the state or event-specific requirements, and provide a more cohesive approach to managing the general volunteers.

“With each Games being hosted by a new state, we needed a system that could not only support us through the event but also better accommodate the unique structure of the Australian Masters Games. Although Rosterfy served its purpose, we were looking for a solution that was cost effective, would offer the flexibility to pick up where we left off after each event, without starting from square one”
- Kat Ingram, Managing Director of Keystone Sporting Solutions
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Journey
In early 2023, Keystone Sporting Solutions expanded its services by being contracted to manage volunteer operations for the Australian Masters Games in Adelaide. While each sport managed its own sport-specific volunteers, Kat Ingram served as the dedicated Volunteer Manager for the 100 General Volunteers at AMG. This new role required a volunteer management system that could handle the complexity of the event. At this time, Kat was new to Better Impact, having recently become a certified consultant for the platform. “In 2023, I became a certified consultant for Better Impact. Unlike many of the others undertaking the training course, I was probably the only one who didn’t use the system for my day-to-day job,” she recalls.
The decision to adopt Better Impact was strongly influenced by the Head of Registration and Communications for the 2023 AMG, who had prior experience using the system. Their recommendation came as Keystone Sporting Solutions explored options for a more adaptable volunteer management tool. This turning point was pivotal, as the team sought a platform that could ensure smooth volunteer coordination. Kat reflects, “I really wanted to start with something small just to get a feel for the system... but when they said it was the Australian Masters Games, I thought, ‘that’s a bit larger than what I was expecting!’”
Despite the scale of the event, Kat embraced the challenge. With her extensive experience in volunteer management and a new tool at her disposal, she was ready to dive in. “My philosophy has always been go hard or go home, so I jumped in feet first and hit the ground running,” says Kat. The AMG, being the largest multi-sport event in Australia, with around 7,000 participants, provided an ideal opportunity for Keystone Sporting Solutions to test Better Impact’s capabilities on a large scale.
Implementation
In March 2023, Keystone Sporting Solutions began the implementation of Better Impact to manage the volunteer operations for the AMG. The short timeframe between the platform’s adoption and the Games in October created a unique challenge for Kat and her team. Despite the tight schedule, the transition to Better Impact was smooth and efficient. "I came on board in March, and with the Games being held in October, it was a very short time period to get everything up and running—interviewing volunteers, onboarding them, and preparing for the Games," Kat explains.
One of the first steps was integrating the Better Impact app into the AMG website, allowing volunteers to easily register through a direct link. Once registered, volunteers could schedule interviews via the platform, a feature Kat utilised to test the software’s functionality with the volunteers. "We set up volunteer interviews as activities, and volunteers could select their own interview times. It was a great test to see how well they could use the system," says Kat. The average age group of the general volunteer workforce was 61 – 70 years and 95% had no issues booking their interview time which aided future decisions on how volunteer shifts would be managed.
The implementation process included setting up shifts for volunteers to self-select this was based on the fact how easily volunteers booked their interviews, a decision that significantly reduced the administrative burden on Kat's team. "We decided to let them register for their own shifts, and while some went overboard booking too many, it saved us a lot of time," Kat notes. In hindsight, a cap on the number of shifts volunteers could book might have been beneficial to ensure fair distribution, but the overall process worked well for the event.
Another key feature Kat utilised was the system’s e-learning module, which she set up to ensure volunteers completed a quiz after their induction. This allowed the team to confirm volunteers understood the induction content before booking shifts. "I created a simple quiz, and unless volunteers scored 100%, they couldn’t book a shift. It automated the process and eliminated errors," Kat explains. The ability to customise and automate aspects of volunteer management was one of the system's standout features for Kat.

“The support from Better Impact during the onboarding process was excellent. Their team made it easy to set up and configure the system for our volunteers, and we felt confident going into the Games.”
- Kat Ingram
Why Volunteer Impact
Volunteer Impact was chosen for several reasons:
- Cost-Effectiveness: The system was competitively priced, which was crucial for an event like the Australian Masters Games, where budget constraints are always a consideration.
- Previous Experience: The Head of Registration had used Better Impact in the past, leading to a natural preference for a system that was familiar and effective.
- Flexibility: A key feature was the ability to park the system between events, allowing it to be reused without incurring additional costs during downtime.
“The fact that we could park the system between events and pick it up a year later was a huge plus,” explained Kat.
Lessons Learned
One of the key lessons Keystone Sporting Solutions learned was the importance of using a volunteer management software that could be adapted for both large-scale and more targeted volunteer programs. The flexibility and ease of use that Better Impact offered allowed the team to focus more on engaging volunteers and less on administrative tasks.
Given that most of the volunteers were between 61 and 70 years old, there was initial concern about their ability to navigate the technology. However, Kat was pleasantly surprised. "Many of the older volunteers were already familiar with the system from other volunteering organisations. They picked it up quickly and some even showed me new things! My advice is, don't underestimate the older generation."

“It’s all about finding the right tool for the job. Better Impact allowed us to be more efficient, and that made a difference in how we managed the event.”
- Kat Ingram
Results
Since adopting Better Impact, Keystone Sporting Solutions has experienced notable improvements in managing volunteers for the 2023 Australian Masters Games. One of the most significant outcomes was the increase in both volunteer and staff satisfaction with the system. "The overall experience with Better Impact was much smoother, and we received positive feedback from the volunteers," says Kat. This higher level of satisfaction contributed to a more cohesive and organised event, with fewer issues arising during the Games. Kat highlights some of the most important results:
- Time-Saving Management: The customisable features of Better Impact allowed Kat and her team to save time and minimise confusion among volunteers. "We were able to set up everything in a way that worked perfectly for the Games, from interviews and shifts to inductions," Kat explains. The seamless communication and the ability for volunteers to manage their own profiles, interviews, and shifts greatly reduced the need for manual intervention. Kat notes, "Out of the 100 volunteers, only two struggled to use the software, and we resolved those quickly with some personal assistance such as calls and texts."
- Consistency Across Events: The success of using Better Impact extended beyond a single event. By adopting the system, Keystone Sporting Solutions will maintain consistent volunteer management practices across different events. This ensures that future events, including the Australian Masters Games in Canberra 2025, will benefit from the same organised processes. "I created a handover document for the next Games, detailing how we managed things and what could be improved. It’s great that I could upload this into the Better Impact document section for future reference," Kat adds.
- Volunteer Satisfaction: Feedback from volunteers revealed a positive impact. "We set up a survey in Better Impact to gather feedback not only on the Games but also on how volunteers found using the system," says Kat. The data showed that volunteers found the platform easier to use over time, with many expressing increased satisfaction with its functionality. "What I liked most was seeing the progression - volunteers found it easier as they went through each stage, from creating their profile to managing their shifts." This helped create a more efficient and enjoyable experience for both volunteers and organisers.

“Summing up, the satisfaction levels were great for the volunteers. I really enjoyed the Games and using the software. I would recommend Better Impact for future Australian Masters Games or just managing events and volunteers in general.”
- Kat Ingram
