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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
