Don't Let Your Agency Get Left in the Dust...
Updating Database Info is a Must!
Welcome!
Marioly Botero
Matt Cordray
Database Manager
United Way of Greater Atlanta
Chief Operating Officer
HeartLine, Inc.
Why are we here today?
AIRS Resource Database Survey Results
Question: Do you provide tools for organizations in
your database to review/update their
agency/site/service profiles via web forms?
# of I&R w/electronic survey available
Web survey availability
90
80
70
60
50
40
30
20
10
0
Yes
No
No answer
AIRS Resource Database Survey Results, Cont.
Question: If answering Yes, what percentage of agencies
complete their update online after the first request?
# Responses
60
50
40
30
20
10
0
10 or less
11-19
20-30
31-50
51-70
71-89
% of response received from electronic surveys
Don't Know
No answer
How we do it…
United Way of Greater Atlanta:
2-1-1 Agency Update Procedures

Tools used:
 Electronic
update request (email)
 Phone
 Mail
 In-Person
 Website
update
Electronic Update Request

Emails are sent to all agencies with an email
address in the database
 Every
month schedule out an average of 400 email
survey requests


Request goes out once a week for three weeks
Last email is a “final notice”
Phone Update

Contact agency



If they cannot do an update over the
phone, then get email address or fax
number and send survey
If person is not available, get name, do not
leave message but do call back next day
After 3 attempts then mail/fax survey
Mail Update Request


Agencies with no email address
Agencies that did not respond to email request
 Look
on the agency’s website for a different or new
email address
 Print and mail out survey to agency
 No response, then send letter of notice of possible
removal from 2-1-1 database
In-Person Update


Update request from
agencies that come to 2-1-1 to do inservice trainings
Updates performed to agencies that are
visited by Community Resource Manager
or Quality Resource Manager
Website Updates

Used as last resort to obtain an agency update
 May
not have been updated for a while
 All information may not be listed
Updates



Most updates are done within 2 weeks of
receipt
Updates from agencies that received the most
referrals have priority
Always try to get at least one email from new
agencies and while updating agencies w/o
emails
Agency Removal

Reasons for removing agencies from database:
 Only
delete if unable to contact agency for update
after several attempts
 Agency closed down
 Agency requests to be removed
 Must
send written request, no verbal request accepted
 Agency
lost their 501c3
 http://www.irs.gov/Charities-&-Non-Profits/Exempt-
Organizations-Select-Check
What helps us the most is…
Relationships!

Be seen – Be known – Be liked





Member of different community coalitions
Attend community fairs
Presence in social media (Facebook, Twitter, Google+, Pinterest)
& like/share their good news, volunteer & donation needs
Agency spotlight in newsletter
Superior customer service

Keep in constant contact with financial assistance agencies and
activate & deactivate the services as needed
How we do it…
HeartLine 2-1-1:
Agency Update Procedures

Tools used:
 Electronic
email update request
 Phone
 In-Person
 Website
 Mail/Fax
update
Electronic Update Request

Emails are automatically sent to all agencies
 Average


700 email survey requests each month
Request goes out once a week for three weeks
Last email is a “final notice”
Phone Update

Contact agency



If they cannot do an update over the
phone, then get email address or fax
number and send survey
If person is not available, get name and
leave message. Call back as time allows.
After 3 attempts then mail/fax survey
Mail Update Request


Used very rarely by HeartLine
Agencies that fail to respond
 Send
letter of notice regarding removal from 2-1-1
database
 Include
a printed survey for the agency
In-Person Update

HeartLine Staff

Don’t leave the office without planning.


Who will you see? Where should you stop while your out?
Community Resource Specialist
Community Meetings and Coalitions
 United Way events
 The Oklahoma Center for Nonprofits
 Emergency Management

“How can we better serve your agency?”
Website Updates

Used as last resort to obtain an agency update
 May
not have been updated for a while
 All information may not be listed
Updates


Most updates are returned within 2 weeks of
automatic email request
Updates from agencies that received the most
referrals and those that are furthest behind
have priority
Agency Removal

Reasons for removing agencies from database:
 Change
agency to inactive if unable to obtain an
update after several attempts
 Agency closed down
 Agency requests to be removed
 Verbal
 Agency
request accepted
changes violate our inclusion/exclusion criteria
What helps us the most is…
Relationships!

Be seen – Be known – Be liked


Sales training


“I need to tell Matt about this change”
What’s in it for them?
Superior customer service

Make an effort to show them how important they are to you –
they don’t have to know that you were at a meeting next door.
Open Discussion:

What works for you?

What doesn’t work for you?

Unique challenges?

Unique successes?
What am I taking back with me?
Takeaways:
Thank you!
Marioly Botero
Matt Cordray
Database Manager
mbotero@unitedwayatlanta.org
404-527-7332
Chief Operating Officer
mcordray@heartlineoklahoma.org
405-463-3412