The Connected Nonprofit: Less Paperwork. More Care. - Salesforce1 World Tour NYC presentation

Connected Nonprofit
Less Paperwork. More Care.

/Salesforce.comFoundation
@SFDCFoundation

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Kevin Harris
Director of Human Services
Exponent Partners

Derek Bennett
Chief of Staﬀ
Iraq and Afghanistan
Veterans of America

Elizabeth Hoagland
Assistant Director of College and
Academic Services
University Settlement

Kevin Harris
Director of Human Services Practice
Exponent Partners

All about Exponent Partners
Exclusively Focused on Nonprofits
Deep Human Services Expertise
Salesforce.com Foundation® Partner
900+ Projects over the Past 10 Years
Mission-Based B-Corp

Client Barriers
• Unstable housing
• Food insecurity
• Lack of childcare
• Education deﬁcits
• Domestic violence
• Untreated health conditions

Agency Data Management Systems

360º View
Intake

Performance

Assessments

Case Notes

Service Plans

Programs

Referrals

Salesforce Collaboration Tools

The Goal: Performance Management
Managing
Performance

Measuring

Counting

Derek Bennett
Chief of Staff
Iraq and Afghanistan Veterans of America
@dhb00

IAVA Overview
VISION:
An empowered generation of veterans who provide sustainable leadership in
their communities.
MISSION:
IAVA’s mission is to improve the lives of Iraq and Afghanistan veterans and
their families.
PROGRAM AREAS
Health
Education
Employment
Community

PROGRAM TYPES
Assistance
Advocacy
Awareness

"We’ve
got
your
back"

13

Post 9/11 Veterans: Less Geographic Density, Younger

IAVA’s Average Member1
•  Male (89%)
•  26-30 years old (33%)
•  Iraq War Vet (68%)
•  Served in the Army (68%)
•  Student (37%)
•  Has a Civilian Job (36%)
•  Married w/ children (40%)
•  Homeowner(45%)
•  Political independent (35%)
•  Registered to vote (90%)

1.
Based
on
2013
Annual
Member
Survey
Data,
February
2013,
n=
4,104

"We’ve
got
your
back"

14

IAVA Overview
IAVA’s Model In
Action:
The Veteran
Member
Engagement
Experience
Several key
points that we
rely on
Salesforce

"We’ve
got
your
back"

15

Connecting Veterans On and Off Line
Our
Challenge:

Connecting
veterans

with
the
‘Sea
of
Goodwill’

in
the
country
and
to

each
other

Our
Solution:

A
digital
distribution

system

Successful Beta: Integrating Key Experiences
Leverages
Communities

platform
to
drive
new

engagement:

•  ConPidential
forums

•  Connection
to

resources

•  Rucksack
integration

•  Event
Integration

•  Peer
ConPirmation

•  Single
sign-‐in

•  Connection
to

supporters

Expanding to provide access to best in class resources –
a new service delivery mechanism

Transitioning is hard
§  Big, often lumbering bureaucracies
§  Complex benefits systems
§  Tough decisions about life choices – e.g., education
§  Hurdles to obtaining employment, adjusting to civilian life
§  Struggle to re-establish normalcy

Veterans often don’t know about the tools, benefits, and
services available to help them meet their goals or how
to access those resources

Rapid Response Referrals Program (RRRP)
Connecting new vets with the resources they’ve earned

RRRP Helps Vets Navigate the Maze
§ 

Launched in Dec 2012 with support of The Robin Hood Foundation

§ 

Expanded in Summer 2013 to all of NY and currently expanding to CA

§ 

Individualized case management and referral services, mostly by phone & email

§ 

Free + confidential

§ 

Connecting new vets to resources + benefits related to:

RRRP does not provide direct services such as shelter, direct financial support, claims representation, or clinical mental health care.


Who’s referring
§  Qualified “Veteran Transition Managers” (most are masters in social work) who
understand where vets are coming from

Who we’re referring to
§  VA resources and nongovernmental supporter service providers
§  New York City examples:
§  Jericho Project
§  NYU Langone Medical
Center Military Family Clinic
§  Urban Justice Center
§  National Veterans Legal
Services Program

§  Tuition Assistance Program
§  Pat Tillman Foundation
§  Hire Heroes

RRRP — Big Picture Results, in Real-Time
Referrals & Benefits to Date, and Referral Type


How Salesforce Powers Us
Manage
Cases
-‐
where
we
can
conPidentially
record
and
inventory
a
caller's
needs
and
manage
follow-‐up
and
client
progress

Track
Referrals
-‐
where
we
store
who
we've
referred
to
each
program,
when
the
referral
is
made
and
the
result
of
the

referral

Track
Programs
-‐
we
can
survey
the
entire
program
space
to
tell
us
what
programs
are
available,
where
they're
available,

eligibility
requirements,
how
often
they
are
used,
and
generally
how
effective
they
are

Tell
Stories
–we
capture
the
human
dimension
of
each
of
our
veterans
and
military
families,
to
not
only
help
us
remember,
but

to
help
inform
policy

RRRP – Individual Impacts
How our case managers have made a difference for new vets

Cash payment made to client who was appealing erroneous collection claims from the
VA related to GI Bill
Reversed a stop on GI Bill payments that enabled a student veteran to resume studies
Cash payment in emergency financial aid from the Semper Fi Fund, preventing a
veteran from becoming homeless
Responded to a suicidal ideation on Twitter, connecting the veteran with the
potentially lifesaving services of the VCL and following up to address underlying
issues, e.g., ensuring GI Bill payment received
When the government shut down, RRRP was there. We responded to concerns
regarding GI Bill payments, disability benefits, loss of income, inability to pay rent.
Resulted in ~60% increase in cases.

RRRP – In Their Own Words
RRRP clients speak out about the support they received

After Hurricane Sandy, the apartment of a
veteran in Long Island was condemned, but her
landlord continued to charge her rent. She lost
most everything. We connected her with pro
bono legal services, who helped her take the
landlord to small claims court. She won, and is
getting back the couple of thousand dollars she
was charged in illegal rent. After the verdict, she
told us: “...the judge ruled in my favor and I
really wanted to thank you and IAVA for
talking with me and giving me the tools to
move forward with this and feel confident in
doing it. I can’t thank you enough.”

“I've been working with Nicole (as my case
manager) and Ryan (as my GI Bill
representative) and I just wanted to let you know
what an amazing job they have done, and
continue to do for me. I have a very difficult,
complicated, and unique situation regarding my
history in the Corps, and my current status with
the VA and my GI bill benefits. I discovered IAVA
less than a year ago and have been working with
Nicole and Ryan for about the last 3 months or
so. This has been the first organization that I
feel truly cares and that takes a vested
interest in helping returning veterans in any
way possible. Without the IAVA organization,
and the extensive and dedicated efforts of
your staff, there is no way I would have been
able to address or navigate on my own the
problems and obstacles I've encountered.”

Elizabeth Hoagland
Assistant Director of College and
Academic Services
University Settlement
@UnivSettlement

University Settlement Society of New York

copyright, property of University Settlement Society of New York, please contact us for further information

Relationship with The Door


College Access and Academic Support


Meet Tina


Case Management Before Salesforce


Before Salesforce-College and Academic Support
• Accessibility
•  Used excel spreadsheet and other data platforms which were
inaccessible at times, hard to record case notes, need to go into
paper files more often
•  Hard to search for patterns in cases and data for program
development and reporting

• Flexibility
•  Hard to capture new information without major edits to databases


Before Salesforce-all of University Settlement
• Accessibility
•  Different data platforms and record keeping for different programs
that did not communicate
•  General reports took time to compile
•  Offsite programs would have to bring paperwork around to different
sites

• Flexibility
•  Each program had unique catered reporting and case management
systems, but way flexibility was achieved meant no one system for
the entire agency

Case Management With Salesforce


With Salesforce
• Accessibility
•  Web based allows access from any site
•  Reports can be built quickly and easily
•  Case managers and other program staff can access and transfer
cases easily across the team

• Flexibility
•  Can cater to specific program needs (i.e. confidentiality or specific
reporting) while allowing for agency-wide collection of information
and reporting (agency-wide required general reports).

Salesforce and Practices


With Salesforce
• Program Development
•  Can track progress to goals easily-from individual cases to overall
program to overall agency
•  Management-search for program patterns, staff activity and
management, strategize on practices
•  Grant writing-using information gleaned
•  Referral process seamless

• Reporting
•  Reports easily built-program overlap and long term impact
•  “conceptualize for funders” in depth

The Connected Nonprofit: Less Paperwork. More Care. - Salesforce1 World Tour NYC presentation

The Connected Nonprofit: Less Paperwork. More Care. - Salesforce1 World Tour NYC presentation

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