don't let your agency get left in the dust... updating database info is a must!
TRANSCRIPT
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
f I&
R w
/ele
ctro
nic
su
rvey
avail
ab
le
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:
