Polaris Project and Next Generation Case and Program Management


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Too many nonprofit organizations lose countless hours and resources on inefficient manual systems, which can take them away from delivering the quality programs and services that are so urgently needed. The next generation of nonprofits is changing this paradigm, leveraging mobile, social and cloud technologies to put their constituents at the center. With a 360-view of every constituent touch point, nonprofits can spend less time on paperwork and more time serving their communities.

Join us to discover how Polaris Project uses Salesforce to combat human-trafficking. Learn how they are connecting all of their service channels-- toll-free hotline, text, web and email--to meet those in need. See how Polaris is also using data to go beyond reporting to influence policy and transform their strategy so they can reduce trafficking around the United States and reach more survivors.

Who Should Attend:
Human services organizations
Program managers
Case managers
Anyone interested in connecting with their community in powerful new ways

Published in: Education
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Polaris Project and Next Generation Case and Program Management

  1. 1. Polaris Project Next Generation Case and Program Management February 2014 /Salesforce.comFoundation @SFDCFoundation
  2. 2. 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.
  3. 3. Two Ways to Ask Questions •  Use question box on webinar •  Tweet questions with #connectednonprofit To be contacted by a nonprofit specialist, email: events@salesforcefoundation.org
  4. 4. Naomi Mandelstein Jennifer Kimball Matthew Bradley Nonprofit Marketing Director Salesforce.com Foundation Assistant Director, Eradication Team Polaris Project IT Architect Polaris Project
  5. 5. Our Mission: Leverage our Product, Resources and Time to help improve communities around the world. Best-in-Class Technology Made Affordable Our Communities Nonprofits & Higher Ed Strengthen Invest Technology Innovation Grants Employee Giving & Volunteering
  6. 6. % 1 Product • Resources • Time 20,000 Nonprofit organizations $53M+ 530,000+ Grants Hours Service
  7. 7. The Connected Nonprofit 360-View Raise more funds Mobile Engage and strengthen your community Communicate more effectively Unified Data Model Real-time Data Social Deliver better programs and services
  8. 8. Connect To Your Community In A Whole New Way Connected Programs Connected Employees Connected Partners Connected Supporters
  9. 9. Watch the Polaris Project video: http://www.salesforcefoundation.org/polarisproject
  11. 11. Polaris Project has been providing a comprehensive and community-based approach to combating human trafficking and modern-day slavery since 2002.
  12. 12. OUR FOCUS •  Polaris Project is a leading organization in the United States and globally •  We work on all forms of human trafficking and serve victims who are: – Adults or children – U.S. citizens or foreign nationals – Sex trafficking or labor trafficking victims
  13. 13. DIRECT CLIENT SERVICES •  Offering comprehensive clinical social services to victims of all forms of human trafficking through specialized local offices in Washington, D.C. and New Jersey •  650 clients served to date
  14. 14. U.S. POLICY PROGRAM •  Functioning as a central hub of human trafficking legislative expertise while advancing state and federal policy related to the crime of human trafficking on a national scale •  39 states passed new laws to fight human trafficking in the past year.
  15. 15. TRAINING AND TECHNICAL ASSISTANCE •  Providing lessons learned, promising practices, and counter-trafficking strategies to local, national, and international audiences through training and consulting. •  11,247 people trained across the country in 2013.
  16. 16. ORGANIZATION-WIDE USAGE Training and Technical Assistance Tracking Website Integration Contacts Management Content – Library of Resources Client Services Case State Policy Pages & Know Who Integration Management Tracking Donor Management Grants Management Human Resources & Application Tracking System
  18. 18. MULTI-MODAL HOTLINE Phone: 100,000 Email: 6,800 SMS: 950 (launched 3/28/13) Online Report: 3,600
  19. 19. CATEGORIES OF CALLS Training/TA 4% General Info 23% Crisis 5% Referral 11% Tip 17% At Risk 20% Unrelated 20%
  20. 20. IMPACT OF THE NHTRC  12,800 Victims Identified (High Indicators)  16,000 Victims Identified (Moderate Indicators)  5,500 Calls Directly from Survivors  4,500 Human Trafficking Cases Reported to Law Enforcement  15,000 Referrals Provided for Social Services and Survivor Support
  21. 21. NHTRC CALL VOLUME 35000 30000 25000 20000 15000 10000 5000 0 2007 2008 2009 2010 2011 2012 2013 2014
  24. 24. CASE FOLLOW-UP
  25. 25. CASE FOLLOW-UP
  29. 29. IDENTIFYING TRENDS Vic;m  Demographics   Top  Caller  Types   Common  Types  of  Sex     Trafficking  Reported   Common  Types  of  Labor     Trafficking  Reported  
  30. 30. GLOBAL HOTLINES PROGRAM Map & Connect Anti-Trafficking Hotlines & Organizations Train & Provide Technical Assistance Grow the Global Human Trafficking Hotline Network Increase Global Coordination & Gather, Analyze and Share Data
  32. 32. GLOBAL DATA COLLABORATION •  Synthesize and analyze data from our program areas, external data sets, and partner hotlines to: •  Inform strategic interventions and eradication efforts; •  Inform targeted prevention campaigns; •  Identify weaknesses in trafficking networks, anti-trafficking responses, borders, etc. •  Assist in improving global resource allocation focused on eradication
  33. 33. CASE MODEL EVOLUTION •  Iterate & merge our Case Model for NHTRC calls with our Client model for direct services •  Describe relationships to cases through a custom replacement for “Contact Role” •  Track milestones on Contacts •  Challenge: Streamline data entry burden for two different users
  34. 34. PACKAGE FOR GLOBAL NETWORK •  Distribute case model as an unmanaged package •  With documentation of our base environment, use case(s), and configuration considerations •  Facilitating appropriate customization •  We can’t know enough to make it managed package •  Network members can tweak and iterate to support regional influences affecting requirements •  Facilitate Limited Support, and Peer-to-Peer support through Global Portal
  35. 35. PERMISSIONS REFORM •  Started with a very tight data security model, a silo for every program •  New model to emphasize program control of sensitive domain-specific objects, otherwise field-level security and role-based access •  Be able to report across programs & the Org –  Resolve Contacts and Accounts across programs
  36. 36. EXPLORATIONS •  Service Cloud — CTI integration, Service Cloud Console, burgeoning predictive tools, workflow •  ExactTarget — tightest available integration w/ Salesforce for mass email & social (for our Development, Communications, Policy, as well as Training programs) •  Third Party Form authoring/web-to-objects •  Evaluating new NPO-friendly donation processors •  Salesforce1 — clear out of the box advantages
  37. 37. HOW TO REACH US Matthew Bradley - mbradley@polarisproject.org Jennifer Kimball - jkimball@polarisproject.org 1-888.3737.888; Text BEFREE (233733) Or e-mail us at NHTRC@PolarisProject.org