Non-Profit Management Presentation

Nonprofit ManagementEllen C. Stokes, MBA, PHR, CSSGB

Director of Finance and Administration, People For People, Inc.Associate Professor, University of Phoenix

Prospective Faculty, Southern New Hampshire UniversityC.A.M.P. Mentor, Delaware County Community Coillege

December 2, 2014

Nonprofit OrganizationsConduct Affairs with the Sole Purpose

of Assisting OthersHave a CauseHave No ShareholdersDo not Benefit Key Stakeholders

PrivatelyReceive Exemption from Various Taxes

in Recognition of Its Contributions to Society.

Nonprofits on a Typical DayDaycareSchool HospitalYMCACollegeMuseumJob-Training Center

Nonprofit Sector“The essence of voluntary action is that

it is not directed or controlled by the State and that in the main it is financed by private, in contradistinction to public, funds. It embodies the sense of responsibility of private persons towards the welfare of their fellows; it is the meeting by private enterprise of a public need” (Nathan, 1952, p. 12).

Charitable Organizations Institutions involved in the Realms of Poverty Assistance, i.e.,

soup kitchens, counseling centers, homeless shelters, etc. Religious Institutions, i.e., churches, radio stations,

cemeteries, etc. Science, i.e., research institutions, universities, etc. Health, i.e., hospitals, clinics, nursing homes, treatment centers Education, i.e., libraries, museums, schools, colleges and

universities Philanthropy, i.e., preservation of natural resources, and the

performing arts.

Advocacy OrganizationsOrganizations

that attempt to influence the legislative or political processes.

Champions of a Particular Position

Not all Lobbying is Political or Political Campaigning Activity.

Social & Recreational OrganizationsCountry Clubs

Hobby and Garden ClubsCollege & University Fraternity and Sorority

Organizations

Sports Tournament Organizations

Membership GroupsBusiness Associations

Veterans’ GroupsFraternal Organizations

Employee Benefit Funds* (EBF)

Beneficiaries and CustomersThose who directly receive services from

nonprofit organizations.Those who advocate in the name of the

nonprofit organization.Members who receive benefits from nonprofit

organization.Staff members employed by the nonprofit

organization.Members of the general public.

Customer Service - Nonprofit SectorBusinesses = CustomersNonprofits = ClientsSame need for meeting and exceeding customer

expectations.Employees are expected to be courteous, helpful,

and friendly.Nonprofits have more types of people to please.

Customer ExpectationsDonors – Trust the agency to use their

contributions to achieve a positive impact – Efforts To Outcomes (ETO)

Volunteers – Do meaningful and work, and receive intrinsic feelings of positive self-worth.

Clients – Seek assistance, but may be uncomfortable, defensive. Courtesy and respect helps to alleviate trepidations.

Customer Service TechniquesWhether a business or a nonprofit entity The

Golden Rule applies:

Benefits

The success of a nonprofit agency depends on its reputation in the community.

Customers can enhance or damage this reputation depending on his or her level of satisfaction with received services.

Exceeding expectations of donors, volunteers, and clients result in increased donations both financial and in human capital.

Errors Nonprofit Groups Make

Not listening to donor expectations is the No. 1 error that nonprofits

make.

5 Nonprofit Myths

Questions and Comments

Ellen C. Stokes, MBA, PHR, CSSGB

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