1 what is the “dpc”? the dpc is the hadassah national data processing center, which is...
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WHAT IS THE “DPC”?The DPC is the Hadassah National Data Processing Center, which is responsible for processing all Membership and Fundraising transactions. This includes the following:
• Memberships• Associates• Grassroots Donations• Keeper /Chai Society• Major Gift Donations/Pledge Payments • Yahrzeit Purchases and Donations• Chapter/Unit Remittances• Direct Mail Contributions (campaigns, appeals, etc.)• Issuance of Tax Letters (for donations received at National)• Certificates:
• Order-taking• Issuance• Mailing
• Member/Donor Updates to PledgeMaker, such as address change, Email, name change, status change, etc.• Input of PIF (Portfolio Information Forms)• Israel Recognition into PledgeMaker
In addition, the DPC reconciles deposits, credit cards and online donations to PledgeMaker for Finance. Coordination occurs routinely with the Development, Membership, I.T., Finance and Communications Divisions.
Who we are and what we do• There are currently 11 Staff
members in the DPC• 3 - Process - Lisa, Fanta &
Tara• 2 - Quality Control and
posting – Arlene & Yeidi• 2 – Fulfillment - Michael and
Aracelia• 1 – DPC Manager – Angela• 1 – Cash Team leader -
Cynthia• 1 - Scans - Hope• 1 – David
The table on the right contains actual numbers of transaction processed by the DPC in 2013, 2014 and 2015 YTD
Working together to make it right• Donor contributions are received at National and entered into our national Database,
Clearview
• Contributions received locally are forwarded to National for Entry into Clearview.
• It is everyone’s goal for our Donor database to be as current and accurate as possible.
• The DPC makes every effort to insure that the $ and information entrusted to us is handled speedily and accurately as possible.
• Checks and Balances• Every check in the DPC is reviewed prior to deposit, to insure it is not lacking any
information• Checks are electronically deposited daily• Donations are processed based on the documents submitted, checks and Hadassah
Business rules• Payments are reviewed again after processing prior to being committed to
Clearview• The DPC tracks accuracy and Productivity at every step of the process
• Training• We offer Remittance training to treasurers and staff to make their job easier.
Individual training via GotoMeeting can be arranged• DPC Staff receive ongoing training to ensure that they have up to date information
and address areas that need review
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Remittance of Funds to NationalDO NOT HOLD CHECKS
Deposit checks that include COUVERT locallyRemit DONATION checks to National
Send all donation checks to National
Bequests/Stocks and Bonds – Send to National
Send Funds weekly
Use the new Unit Remittance Forms – on the Intranet
All Checks Made Payable to Hadassah
Forward donation portion of couvert + donation checks to National
Consider Mailing Checks using USPS return receipt or certified mail to insure delivery
*** A Unit Remittance Form must accompany all checks ***The Major Gift form must accompany all Major Gift remittances
Remitting Donor
Checks/Credit Cards
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• Use this form when forwarding donation checks/Credit card forms received by your unit.
• Forms have ben preprinted with your unit’s name, R/C/G number and PledgeMaker ID number, and blanks are available on the intranet
• Please include your contact information
• Donor checks and Credit card charges should be submitted on separate forms
• Please remit separate remittances for each project and check the box for the project
• Please indicate the # of checks/Credit card forms and $ total on the top of the form
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Unit ChecksOnly checks that include Couvert should be deposited in your unit bank account.
Use this form to submit the Donation portion of payments that include a donation and Couvert.
• Please use a separate form for each project
• Complete the Unit Section of form including your Unit Name, R/C/G, Unit PM ID # and your contact information
• Choose a Project from the drop down list
• Donor IDs are required; when a Donor ID is not available, please list name and address
• Please enter NEW in the ID column for a new donor, and list their address
• Chapter gifts - Enter Chapter as the donor for chapter gifts
• Contributions from donors that cannot be identified will be credited to the unit submitting this form and will be excluded from a donor’s National Cumulative Giving calculations
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Who is responsible for
issuing tax lettersResponsibility for tax letters is determined by:
WHO DEPOSITS THE DONOR’S CHECK• If a Chapter or Group deposits a donor’s check or
charges their credit card ( donation + couvert ) – The Chapter or the group issues the tax letter for the Donation portion of the check
• If National deposits donor’s check, or charges their credit card – National issues the tax letter.
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Training
1. Treasurers Training• Slides in this PowerPoint are part of a Unit Remittance training
used:• On National Treasurer’s treasurers training calls• To train small groups of treasurers and staff. • To review procedures with individual Treasurers as
requested• Individualized trainings via GoToMeeting can be arranged by
calling David
2. DPC Training • DPC Staff receive ongoing training
• Group training to ensure up to date information • Individual processor training to address individual issues• Ongoing review of processes and procedures
Quality Control• All checks are reviewed prior to deposit
• Correct Payee (Hadassah)• $ amount = Hand written Amount (CAR/LAR)• Date of Check
• Processors review their work prior to sending on a batch
• Batches are reviewed by DPC Quality Control personnel prior to posting to ClearView
• Errors are corrected and reviewed with processors for training purposes
• The DPC utilizes the following as part of its QC Process• Productivity Metrics• Quality Control Error Logs
• Errors are corrected during the Quality control process prior to posting to ClearView
• A log, which is reviewed constantly by management, is kept of all processing issues that arise after posting to ClearView. Adjustments are then processed as necessary.
Metrics 1.1 - How are we DoingDPC Productivity
6/15 - 6/30 7/1 - 7/17 7/18 - 8/9 8/9 - 8/23 8/24 - 9/06 9/7 - 9/20 PTD0
2,000
4,000
6,000
8,000
10,000
12,000
A B C
A B C0
100200300400500600700800900
Payment Processing 8/24 – 9/6
A B C0
500
1,000
1,500
2,000
All PledgeMaker Transactions 8/24 – 9/6
Metrics 1.2 – How are they doing
6/15 - 6/30 7/1 - 7/17 7/18 - 8/9 8/10 -8/23 8/24 - 9/06 9/7 - 9/20 Average0.00%
0.50%
1.00%
1.50%
2.00%
2.50%
3.00%
3.50%
4.00%
Processing Error Rate
A B C
Metrics 1.3 – What can we do better
“The check that I mailed you last month isn’t on my reports……”
How often has this happened to you?
You then contact National to find the missing gift.
We’d love to help you…… Please help us help you.
It’s next to impossible to locate a particular gift without proper information
Having the following information makes the search possible What’s the donor’s name and address Was the check mailed to National or to the local Unit When was the check mailed Did the check clear the bank Do you have a check # What was the amount of the check Getting a copy of the front and back of the check would be fantastic The endorsement on checks deposited by National Hadassah follow this format.
Summary• Peter Drucker the famous writer, professor and management consultant said, amongst
many other very clever things, that “you can only manage what you can measure”.• In order to follow this dictum, we have begun the introduction of a “metric based” bi-
monthly analysis of DPC data and we are using this data to identify and correct errors which are being made and tracking the results, to ensure that we reducing these occurrences, which can be “proved and substantiated” by empirical evidence.
• Our commitment to you all, is to track each and ever error, follow every complaint , fix the problem and more important, take steps to ensure that we attend to the root cause. Error log example.
• In order to make this happen we honest feedback from both sides.• Impossible to react to “generic” complaints. Need specifics in order to understand what
exactly went wrong and where the failure occurred.• I would like to be copied on each and every email sent to David, which I will need in order
to manage the process from beginning to end.• In certain cases, the issues raised may very well be ascertained “not “ to be a “DPC issue”.
In this event, we will forward the details to the responsible party for resolution. All communication will from then on, be dealt with directly between yourselves and this third party.
• General Electric story.• The management process is a “journey” and not a “destination”.• Good enough…………………………………… never is.
What’s Next
• Year End Processing – National Hadassah has begun planning to ensure that Year End 2015 processing goes as smoothly, accurately and promptly as possible
• The YE Red Envelope mailing is scheduled for November 9
• Caging – Hadassah is working with outside vendors to assist us in processing donations, of which Direct Mail is now processed by a nationally renowned PCI compliant, facility.
• PCI Compliance – Hadassah is updating it’s policies and procedures to insure the security of donor credit cards by working towards meeting Payment Card Industry Data Security Standards at National, and then to be rolled out to units across the county.
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DPC Contacts
Avi Gordon, Director Of OperationsEmail: [email protected]
Phone: 212-303-4528
David Taubenfeld, Data Processing Center DirectorEmail: [email protected]
Phone: 212-303-4500
Angela Solomon, ManagerEmail: [email protected]
Phone: 212-303-4507
Certificate DepartmentEmail: [email protected]
Phone: 212-685-9550