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

2. Welcome! Marioly Botero Matt Cordray Database Manager
United Way of Greater Atlanta
Matt Cordray
Chief Operating Officer
HeartLine, Inc.

3. Why are we here today?

4. AIRS Resource Database Survey Results
Question: Do you provide tools for organizations in your database to review/update their agency/site/service profiles via web forms?

5. AIRS Resource Database Survey Results, Cont.
Question: If answering Yes, what percentage of agencies complete their update online after the first request?

6. How we do it…

7. United Way of Greater Atlanta: 2-1-1 Agency Update Procedures
Tools used:
Electronic update request ( )
Phone
Mail
In-Person update
Website

8. Electronic Update Request
s are sent to all agencies with an address in the database
Every month schedule out an average of 400 survey requests
Request goes out once a week for three weeks
Last is a “final notice”

9. Phone Update
Contact agency
If they cannot do an update over the phone, then get 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

10. Mail Update Request Agencies with no email address
Agencies that did not respond to request
Look on the agency’s website for a different or new address
Print and mail out survey to agency
No response, then send letter of notice of possible removal from database

11. In-Person Update Update request from
agencies that come to to do in- service trainings
Updates performed to agencies that are visited by Community Resource Manager or Quality Resource Manager

12. 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

13. 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 from new agencies and while updating agencies w/o s

14. 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
Organizations-Select-Check

15. 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

16. How we do it…

17. HeartLine 2-1-1: Agency Update Procedures
Tools used:
Electronic update request
Phone
In-Person update
Website
Mail/Fax

18. Electronic Update Request
s are automatically sent to all agencies
Average 700 survey requests each month
Request goes out once a week for three weeks
Last is a “final notice”

19. Phone Update
Contact agency
If they cannot do an update over the phone, then get 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

20. Mail Update Request Used very rarely by HeartLine
Agencies that fail to respond
Send letter of notice regarding removal from database
Include a printed survey for the agency

21. “How can we better serve your 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?”

22. 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

23. Updates
Most updates are returned within 2 weeks of automatic request
Updates from agencies that received the most referrals and those that are furthest behind have priority

24. 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

25. 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.

26. Open Discussion: What works for you? What doesn’t work for you?
Unique challenges?
Unique successes?

27. What am I taking back with me?
Takeaways:

28. Thank you! Marioly Botero Matt Cordray Database Manager
Matt Cordray
Chief Operating Officer