The Connected Nonprofit: Less Paperwork. More Care. - Salesforce1 World Tour NYC presentation
Upcoming SlideShare
Loading in...5
×
 

The Connected Nonprofit: Less Paperwork. More Care. - Salesforce1 World Tour NYC presentation

on

  • 710 views

Too many organizations waste countless hours and resources on inefficient manual systems rather than delivering the much-needed services. Hear how nonprofits are using Salesforce case management ...

Too many organizations waste countless hours and resources on inefficient manual systems rather than delivering the much-needed services. Hear how nonprofits are using Salesforce case management solutions to simplify and streamline case and workflow management so they spend more time serving their clients and communities. This session will include a live demo of Salesforce case management technology.

Derek Bennett, Chief of Staff, Iraq and Afghanistan Veterans of America
Elizabeth Hoagland, Assistant Director of College and Academic Services, University Settlement
Kevin Harris, Director, Human Services Practice, Exponent Partners (moderator)

Statistics

Views

Total Views
710
Views on SlideShare
710
Embed Views
0

Actions

Likes
0
Downloads
27
Comments
0

0 Embeds 0

No embeds

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

CC Attribution-NonCommercial-ShareAlike LicenseCC Attribution-NonCommercial-ShareAlike LicenseCC Attribution-NonCommercial-ShareAlike License

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    The Connected Nonprofit: Less Paperwork. More Care. - Salesforce1 World Tour NYC presentation The Connected Nonprofit: Less Paperwork. More Care. - Salesforce1 World Tour NYC presentation Presentation Transcript

    • Connected Nonprofit Less Paperwork. More Care. /Salesforce.comFoundation @SFDCFoundation
    • Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
    • Kevin Harris Director of Human Services Exponent Partners Derek Bennett Chief of Staff Iraq and Afghanistan Veterans of America Elizabeth Hoagland Assistant Director of College and Academic Services University Settlement
    • Kevin Harris Director of Human Services Practice Exponent Partners
    • All about Exponent Partners Exclusively Focused on Nonprofits Deep Human Services Expertise Salesforce.com Foundation® Partner 900+ Projects over the Past 10 Years Mission-Based B-Corp
    • Client Barriers • Unstable housing • Food insecurity • Lack of childcare • Education deficits • Domestic violence • Untreated health conditions
    • Agency Data Management Systems
    • 360º View Intake Performance Assessments Case Notes Service Plans Programs Referrals
    • Salesforce Collaboration Tools
    • Salesforce Efficiency Tools
    • The Goal: Performance Management Managing Performance Measuring Counting
    • Derek Bennett Chief of Staff Iraq and Afghanistan Veterans of America @dhb00
    • IAVA Overview VISION: An empowered generation of veterans who provide sustainable leadership in their communities. MISSION: IAVA’s mission is to improve the lives of Iraq and Afghanistan veterans and their families. PROGRAM AREAS Health Education Employment Community   PROGRAM TYPES Assistance Advocacy Awareness   "We’ve  got  your  back"   13  
    • Post 9/11 Veterans: Less Geographic Density, Younger IAVA’s Average Member1 •  Male (89%) •  26-30 years old (33%) •  Iraq War Vet (68%) •  Served in the Army (68%) •  Student (37%) •  Has a Civilian Job (36%) •  Married w/ children (40%) •  Homeowner(45%) •  Political independent (35%) •  Registered to vote (90%) 1.  Based  on  2013  Annual  Member  Survey  Data,  February  2013,  n=  4,104   "We’ve  got  your  back"   14  
    • IAVA Overview IAVA’s Model In Action: The Veteran Member Engagement Experience Several key points that we rely on Salesforce "We’ve  got  your  back"   15  
    • Connecting Veterans On and Off Line Our  Challenge:   Connecting  veterans   with  the  ‘Sea  of  Goodwill’   in  the  country  and  to   each  other     Our  Solution:     A  digital  distribution   system  
    • Updating Our Online Community
    • Successful Beta: Integrating Key Experiences Leverages  Communities   platform  to  drive  new   engagement:     •  ConPidential  forums   •  Connection  to   resources   •  Rucksack  integration   •  Event  Integration   •  Peer  ConPirmation   •  Single  sign-­‐in   •  Connection  to   supporters        
    • Expanding to provide access to best in class resources – a new service delivery mechanism Transitioning is hard §  Big, often lumbering bureaucracies §  Complex benefits systems §  Tough decisions about life choices – e.g., education §  Hurdles to obtaining employment, adjusting to civilian life §  Struggle to re-establish normalcy Veterans often don’t know about the tools, benefits, and services available to help them meet their goals or how to access those resources
    • Rapid Response Referrals Program (RRRP) Connecting new vets with the resources they’ve earned RRRP Helps Vets Navigate the Maze §  Launched in Dec 2012 with support of The Robin Hood Foundation §  Expanded in Summer 2013 to all of NY and currently expanding to CA §  Individualized case management and referral services, mostly by phone & email §  Free + confidential §  Connecting new vets to resources + benefits related to: RRRP does not provide direct services such as shelter, direct financial support, claims representation, or clinical mental health care.
    • Rapid Response Referrals Program (RRRP) Connecting new vets with the resources they’ve earned Who’s referring §  Qualified “Veteran Transition Managers” (most are masters in social work) who understand where vets are coming from Who we’re referring to §  VA resources and nongovernmental supporter service providers §  New York City examples: §  Jericho Project §  NYU Langone Medical Center Military Family Clinic §  Urban Justice Center §  National Veterans Legal Services Program §  Tuition Assistance Program §  Pat Tillman Foundation §  Hire Heroes
    • RRRP — Big Picture Results, in Real-Time Referrals & Benefits to Date, and Referral Type
    • Rapid Response Referrals Program (RRRP) Connecting new vets with the resources they’ve earned How Salesforce Powers Us Manage  Cases  -­‐  where  we  can  conPidentially  record  and  inventory  a  caller's  needs  and  manage  follow-­‐up  and  client  progress   Track  Referrals  -­‐  where  we  store  who  we've  referred  to  each  program,  when  the  referral  is  made  and  the  result  of  the   referral   Track  Programs  -­‐  we  can  survey  the  entire  program  space  to  tell  us  what  programs  are  available,  where  they're  available,   eligibility  requirements,  how  often  they  are  used,  and  generally  how  effective  they  are   Tell  Stories  –we  capture  the  human  dimension  of  each  of  our  veterans  and  military  families,  to  not  only  help  us  remember,  but   to  help  inform  policy  
    • RRRP – Individual Impacts How our case managers have made a difference for new vets Cash payment made to client who was appealing erroneous collection claims from the VA related to GI Bill Reversed a stop on GI Bill payments that enabled a student veteran to resume studies Cash payment in emergency financial aid from the Semper Fi Fund, preventing a veteran from becoming homeless Responded to a suicidal ideation on Twitter, connecting the veteran with the potentially lifesaving services of the VCL and following up to address underlying issues, e.g., ensuring GI Bill payment received When the government shut down, RRRP was there. We responded to concerns regarding GI Bill payments, disability benefits, loss of income, inability to pay rent. Resulted in ~60% increase in cases.
    • RRRP – In Their Own Words RRRP clients speak out about the support they received After Hurricane Sandy, the apartment of a veteran in Long Island was condemned, but her landlord continued to charge her rent. She lost most everything. We connected her with pro bono legal services, who helped her take the landlord to small claims court. She won, and is getting back the couple of thousand dollars she was charged in illegal rent. After the verdict, she told us: “...the judge ruled in my favor and I really wanted to thank you and IAVA for talking with me and giving me the tools to move forward with this and feel confident in doing it. I can’t thank you enough.” “I've been working with Nicole (as my case manager) and Ryan (as my GI Bill representative) and I just wanted to let you know what an amazing job they have done, and continue to do for me. I have a very difficult, complicated, and unique situation regarding my history in the Corps, and my current status with the VA and my GI bill benefits. I discovered IAVA less than a year ago and have been working with Nicole and Ryan for about the last 3 months or so. This has been the first organization that I feel truly cares and that takes a vested interest in helping returning veterans in any way possible. Without the IAVA organization, and the extensive and dedicated efforts of your staff, there is no way I would have been able to address or navigate on my own the problems and obstacles I've encountered.”
    • Elizabeth Hoagland Assistant Director of College and Academic Services University Settlement @UnivSettlement
    • University Settlement Society of New York copyright, property of University Settlement Society of New York, please contact us for further information
    • copyright, property of University Settlement Society of New York, please contact us for further information
    • Relationship with The Door copyright, property of University Settlement Society of New York, please contact us for further information
    • College Access and Academic Support copyright, property of University Settlement Society of New York, please contact us for further information
    • Meet Tina copyright, property of University Settlement Society of New York, please contact us for further information
    • Case Management Before Salesforce copyright, property of University Settlement Society of New York, please contact us for further information
    • copyright, property of University Settlement Society of New York, please contact us for further information
    • Before Salesforce-College and Academic Support • Accessibility •  Used excel spreadsheet and other data platforms which were inaccessible at times, hard to record case notes, need to go into paper files more often •  Hard to search for patterns in cases and data for program development and reporting • Flexibility •  Hard to capture new information without major edits to databases copyright, property of University Settlement Society of New York, please contact us for further information
    • Before Salesforce-all of University Settlement • Accessibility •  Different data platforms and record keeping for different programs that did not communicate •  General reports took time to compile •  Offsite programs would have to bring paperwork around to different sites • Flexibility •  Each program had unique catered reporting and case management systems, but way flexibility was achieved meant no one system for the entire agency copyright, property of University Settlement Society of New York, please contact us for further information
    • Case Management With Salesforce copyright, property of University Settlement Society of New York, please contact us for further information
    • With Salesforce • Accessibility •  Web based allows access from any site •  Reports can be built quickly and easily •  Case managers and other program staff can access and transfer cases easily across the team • Flexibility •  Can cater to specific program needs (i.e. confidentiality or specific reporting) while allowing for agency-wide collection of information and reporting (agency-wide required general reports). copyright, property of University Settlement Society of New York, please contact us for further information
    • copyright, property of University Settlement Society of New York, please contact us for further information
    • copyright, property of University Settlement Society of New York, please contact us for further information
    • Salesforce and Practices copyright, property of University Settlement Society of New York, please contact us for further information
    • With Salesforce • Program Development •  Can track progress to goals easily-from individual cases to overall program to overall agency •  Management-search for program patterns, staff activity and management, strategize on practices •  Grant writing-using information gleaned •  Referral process seamless • Reporting •  Reports easily built-program overlap and long term impact •  “conceptualize for funders” in depth copyright, property of University Settlement Society of New York, please contact us for further information
    • copyright, property of University Settlement Society of New York, please contact us for further information
    • copyright, property of University Settlement Society of New York, please contact us for further information