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

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Presentation on theme: "Don't Let Your Agency Get Left in the Dust... Updating Database Info is a Must!"— Presentation transcript:

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

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

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: 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 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 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! Matt Cordray Chief Operating Officer Marioly Botero Database Manager


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