don't let your agency get left in the dust... updating database info is a must!

Don't Let Your Agency Get Left in the Dust... Updating Database Info is a Must!

Welcome!

Matt CordrayChief Operating OfficerHeartLine, Inc.

Marioly BoteroDatabase ManagerUnited Way of Greater Atlanta

Why are we here today?

AIRS Resource Database Survey Results

Yes No No answer0

10

20

30

40

50

60

70

80

90

Web survey availability

# o

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R w

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nic

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rvey

avail

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Question: Do you provide tools for organizations in your database to review/update their agency/site/service profiles via web forms?

AIRS Resource Database Survey Results, Cont.

Question: If answering Yes, what percentage of agencies complete their update online after the first request?

10 or less 11-19 20-30 31-50 51-70 71-89 Don't Know

No answer0

10

20

30

40

50

60

# Responses

% of response received from electronic surveys

How we do it…

United Way of Greater Atlanta:2-1-1 Agency Update Procedures

Tools used: Electronic update request

(email) Phone Mail In-Person update Website

Electronic Update Request

Emails are sent to all agencies with an email address in the database Every month schedule out an average of

400 email survey requests Request goes out once a week for

three weeks Last email is a “final notice”

Phone Update

Contact agency If they cannot do an update over the

phone, then get email address or fax number and send survey

If person is not available, get name, do not leave message but do call back next day

After 3 attempts then mail/fax survey

Mail Update Request

Agencies with no email address Agencies that did not respond to email

request Look on the agency’s website for a

different or new email address Print and mail out survey to agency No response, then send letter of notice of

possible removal from 2-1-1 database

In-Person Update

Update request from agencies that come to 2-1-1 to

do in- service trainings Updates performed to agencies that

are visited by Community Resource Manager or Quality Resource Manager

Website Updates

Used as last resort to obtain an agency update May not have been updated for a while All information may not be listed

Updates

Most updates are done within 2 weeks of receipt

Updates from agencies that received the most referrals have priority

Always try to get at least one email from new agencies and while updating agencies w/o emails

Agency Removal

Reasons for removing agencies from database: Only delete if unable to contact agency for

update after several attempts Agency closed down Agency requests to be removed

Must send written request, no verbal request accepted

Agency lost their 501c3 http://www.irs.gov/Charities-&-Non-Profits/

Exempt-Organizations-Select-Check

What helps us the most is…

Relationships! Be seen – Be known – Be liked

Member of different community coalitions Attend community fairs Presence in social media (Facebook, Twitter, Google+,

Pinterest) & like/share their good news, volunteer & donation needs

Agency spotlight in newsletter

Superior customer service Keep in constant contact with financial assistance agencies

and activate & deactivate the services as needed

How we do it…

HeartLine 2-1-1: Agency Update Procedures

Tools used: Electronic email update

request Phone In-Person update Website Mail/Fax

Electronic Update Request

Emails are automatically sent to all agencies Average 700 email survey requests each

month Request goes out once a week for

three weeks Last email is a “final notice”

Phone Update

Contact agency If they cannot do an update over the

phone, then get email address or fax number and send survey

If person is not available, get name and leave message. Call back as time allows.

After 3 attempts then mail/fax survey

Mail Update Request

Used very rarely by HeartLine Agencies that fail to respond

Send letter of notice regarding removal from 2-1-1 database Include a printed survey for the agency

In-Person Update

HeartLine Staff Don’t leave the office without planning.

Who will you see? Where should you stop while your out?

Community Resource Specialist Community Meetings and Coalitions United Way events The Oklahoma Center for Nonprofits Emergency Management

“How can we better serve your agency?”

Website Updates

Used as last resort to obtain an agency update May not have been updated for a while All information may not be listed

Updates

Most updates are returned within 2 weeks of automatic email request

Updates from agencies that received the most referrals and those that are furthest behind have priority

Agency Removal

Reasons for removing agencies from database: Change agency to inactive if unable to

obtain an update after several attempts Agency closed down Agency requests to be removed

Verbal request accepted Agency changes violate our

inclusion/exclusion criteria

What helps us the most is…

Relationships! Be seen – Be known – Be liked

“I need to tell Matt about this change”

Sales training What’s in it for them?

Superior customer service Make an effort to show them how important they are to you –

they don’t have to know that you were at a meeting next door.

Open Discussion:

What works for you?

What doesn’t work for you?

Unique challenges?

Unique successes?

What am I taking back with me?

Takeaways:

Thank you!

Matt CordrayChief Operating Officermcordray@heartlineoklahoma.org405-463-3412

Marioly BoteroDatabase Managermbotero@unitedwayatlanta.org404-527-7332