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

Marc Benioff Chairman & CEO

Connected Nonprofit

/Salesforce.comFoundation

@SFDCFoundation

Corporate Pres – PowerPoint Template – 16x9 FY14.pptx

Less Paperwork. More Care.

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Derek Bennett Chief of Staff

Iraq and Afghanistan Veterans of America

Kevin Harris Director of Human Services

Exponent Partners

Elizabeth Hoagland Assistant Director of College and

Academic Services University Settlement

Director of Human Services Practice Exponent Partners

Kevin Harris

All about Exponent Partners

Mission-Based B-Corp

Exclusively Focused on Nonprofits

900+ Projects over the Past 10 Years

Salesforce.com Foundation® Partner

Deep Human Services Expertise

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

Agency Data Management Systems

360º View Intake

Assessments

Service Plans

Referrals Programs

Case Notes

Performance

Salesforce Collaboration Tools

Salesforce Efficiency Tools

The Goal: Performance Management

Counting

Measuring

Managing Performance

@dhb00

Chief of Staff Iraq and Afghanistan Veterans of America

Derek Bennett

"We’ve got your back" 13

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.

IAVA Overview

PROGRAM AREAS Health

Education Employment Community

PROGRAM TYPES Assistance Advocacy

Awareness


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%)

Post 9/11 Veterans: Less Geographic Density, Younger

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


IAVA Overview

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

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

Updating Our Online Community

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.”

@UnivSettlement

Assistant Director of College and Academic Services University Settlement

Elizabeth Hoagland

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


