polaris project and next generation case and program management
DESCRIPTION
Too many nonprofit organizations lose countless hours and resources on inefficient manual systems, which can take them away from delivering the quality programs and services that are so urgently needed. The next generation of nonprofits is changing this paradigm, leveraging mobile, social and cloud technologies to put their constituents at the center. With a 360-view of every constituent touch point, nonprofits can spend less time on paperwork and more time serving their communities. Join us to discover how Polaris Project uses Salesforce to combat human-trafficking. Learn how they are connecting all of their service channels-- toll-free hotline, text, web and email--to meet those in need. See how Polaris is also using data to go beyond reporting to influence policy and transform their strategy so they can reduce trafficking around the United States and reach more survivors. Who Should Attend: Human services organizations Program managers Case managers Anyone interested in connecting with their community in powerful new waysTRANSCRIPT
Polaris Project Next Generation Case and Program Management
February 2014
/Salesforce.comFoundation
@SFDCFoundation
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Two Ways to Ask Questions
• Use question box on webinar • Tweet questions with
#connectednonpro!t To be contacted by a nonpro!t specialist, email: [email protected]
Naomi Mandelstein Nonprofit Marketing Director Salesforce.com Foundation
Matthew Bradley IT Architect
Polaris Project
Jennifer Kimball Assistant Director, Eradication Team
Polaris Project
Leverage our Product, Resources and Time to help improve communities around the world.
Best-in-Class Technology
Nonpro!ts & Higher Ed
Technology Innovation Grants
Employee Giving & Volunteering
Our Communities
Our Mission: Made
Affordable
Invest Strengthen
1% Product • Resources •
Time
530,000+ Hours Service
20,000 Nonpro!t
organizations
$53M+ Grants
Raise more funds
Communicate more effectively
Engage and strengthen your
community
Deliver better programs
and services
The Connected Nonpro!t 360-View
Social
Real-time Data
Mobile Uni!ed Data Model
Connect To Your Community In A Whole New Way
Connected Employees
Connected Programs
Connected Partners
Connected Supporters
Watch the Polaris Project video: http://www.salesforcefoundation.org/polarisproject
POLARIS PROJECT OVERVIEW
Polaris Project has been providing a comprehensive and community-based approach to
combating human trafficking and modern-day slavery since 2002.
OUR FOCUS
• Polaris Project is a leading organization in the United States and globally
• We work on all forms of human trafficking and serve victims who are: – Adults or children – U.S. citizens or foreign nationals – Sex trafficking or labor trafficking victims
DIRECT CLIENT SERVICES
• Offering comprehensive clinical social services to victims of all forms of human trafficking through specialized local offices in Washington, D.C. and New Jersey
• 650 clients served to date
U.S. POLICY PROGRAM
• Functioning as a central hub of human trafficking legislative expertise while advancing state and federal policy related to the crime of human trafficking on a national scale
• 39 states passed new laws to fight human trafficking in the past year.
TRAINING AND TECHNICAL ASSISTANCE
• Providing lessons learned, promising practices, and counter-trafficking strategies to local, national, and international audiences through training and consulting.
• 11,247 people trained across the country in 2013.
ORGANIZATION-WIDE USAGE
Donor Management Grants Management
Human Resources & Application Tracking System
State Policy Pages & Know Who Integration
Training and Technical Assistance Tracking
Content – Library of Resources
Contacts Management
Website Integration
Client Services Case Management Tracking
NATIONAL HUMAN TRAFFICKING RESOURCE CENTER
MULTI-MODAL HOTLINE
Phone: 100,000
Email: 6,800
SMS: 950 (launched 3/28/13)
Online Report: 3,600
CATEGORIES OF CALLS
General Info 23%
At Risk 20%
Unrelated 20%
Tip 17%
Referral 11%
Crisis 5%
Training/TA 4%
IMPACT OF THE NHTRC
12,800 Victims Identified (High Indicators)
16,000 Victims Identified (Moderate Indicators)
5,500 Calls Directly from Survivors
4,500 Human Trafficking Cases Reported to Law Enforcement
15,000 Referrals Provided for Social Services and Survivor Support
NHTRC CALL VOLUME
0
5000
10000
15000
20000
25000
30000
35000
2007 2008 2009 2010 2011 2012 2013 2014
FIRST ITERATION: MONOLITHIC OBJECT
SUBSEQUENT ITERATIONS: CALL TAKING EXPERIENCE
CASE FOLLOW-UP
CASE FOLLOW-UP
SPECIALIZED RESPONSE PROTOCOLS
MONITORING OPERATIONS
MEASURING IMPACT
IDENTIFYING TRENDS Common Types of Sex Trafficking Reported
Common Types of Labor Trafficking Reported
Vic;m Demographics
Top Caller Types
GLOBAL HOTLINES PROGRAM
Map & Connect Anti-Trafficking Hotlines & Organizations
Train & Provide Technical Assistance
Grow the Global Human Trafficking Hotline Network
Increase Global Coordination & Gather, Analyze and Share Data
GLOBAL HOTLINES
GLOBAL DATA COLLABORATION
• Synthesize and analyze data from our program areas, external data sets, and partner hotlines to:
• Inform strategic interventions and eradication efforts;
• Inform targeted prevention campaigns;
• Identify weaknesses in trafficking networks, anti-trafficking responses, borders, etc.
• Assist in improving global resource allocation focused on eradication
• Iterate & merge our Case Model for NHTRC calls with our Client model for direct services • Describe relationships to cases through a custom
replacement for “Contact Role” • Track milestones on Contacts
• Challenge: Streamline data entry burden for two different users
CASE MODEL EVOLUTION
• Distribute case model as an unmanaged package • With documentation of our base environment, use
case(s), and configuration considerations • Facilitating appropriate customization
• We can’t know enough to make it managed package • Network members can tweak and iterate to support
regional influences affecting requirements
• Facilitate Limited Support, and Peer-to-Peer support through Global Portal
PACKAGE FOR GLOBAL NETWORK
• Started with a very tight data security model, a silo for every program
• New model to emphasize program control of sensitive domain-specific objects, otherwise field-level security and role-based access
• Be able to report across programs & the Org – Resolve Contacts and Accounts across programs
PERMISSIONS REFORM
• Service Cloud — CTI integration, Service Cloud Console, burgeoning predictive tools, workflow
• ExactTarget — tightest available integration w/Salesforce for mass email & social (for our Development, Communications, Policy, as well as Training programs)
• Third Party Form authoring/web-to-objects • Evaluating new NPO-friendly donation processors • Salesforce1 — clear out of the box advantages
EXPLORATIONS
HOW TO REACH US
Matthew Bradley - [email protected] Jennifer Kimball - [email protected]
1-888.3737.888; Text BEFREE (233733)
Or e-mail us at