Cloud contact management software for NPOs

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cio and erica is going to be doing the actual live walkthrough demonstration of the solution today as we go through and i myself will guide us through this very short introduction as we want to maximize the time that we'll be able to spend showing you the nccm application so again today's agenda will be pretty short and sweet with the bulk of the time spent on the actual demonstration but we did want to spend a couple of minutes just talking about salesforce.org and provisio partners before we get into the demonstration we will reserve some time at the end of the presentation for an open q a in the chat feature also with this you'll be able to type any questions you have have as you see erica kind of navigating through the solutions but please feel free to chime into the chat and ask your questions as we go through so as we begin we are going to specifically talk about salesforce solutions today specifically as it pertains to the nonprofit cloud by salesforce particularly program and case management but we would be remiss if we did not mention that salesforce is the only true what we call a platform as a service solution so in addition to the program and case management the offer around fundraising whether it's donors in fundraising whether it's marketing outreach and engagement through per dot the experience cloud web portal the grants management functionality volunteers functionality tying your back-end financial systems uh into your salesforce instance as well it is the only true as i said platform solution for human services that is offered on the market today the other part of it is it's very secure at the end of the day 97 out of the fortune 100 use sales force to manage their data so it's also a very secure solution and the most secure solution in the market today so a little bit about salesforce and now a little bit about provisio partners we are the one of the exclusive implementation partners for salesforce and we focus specifically and exclusively on human services organizations and non-profits which means we don't do any dot-com organizations or for-profit organizations we've also extended and now offer solutions to the public sector and we offer solutions all across the united states as well and the solutions that we develop i like to mention this is you look at the staff makeup at provizio partners at least 50 of the staff that work at provizio partners comes from the same side of the desk as many folks on this call from a non-profit or the human services sector so we like to say a lot of the solutions that we create and develop for nonprofits are by those same professionals who have walked a mile in your shoes so that leads us back to our mission statement to basically serve and empower change makers the folks on this call with right fit solution salesforce solutions so they can make the best decisions for their clients and their mission so as you see here here's a brief sampling of the clients and agencies and organizations that we work with so for some local folks in certain cities you may recognize a lot of these logos for some more national folks you may recognize like goodwill industries and catholic charities the important things that we do like to mention on this particular slide is it doesn't matter where in human services on that spectrum that cause area that you fall we have deep experience within those areas so whether it's health supports employment and job training housing and shelter again basically any cause area that it pertains to nonprofits and human services we do have that experience working with those particular clients so again we're going to touch on specifically for this demonstration today the nonprofit cloud case management or nccm by salesforce um there's going to be a lot of things that erica is going to show you today some of the most recent additions to the functionality suite have been around intake and referral but i'm not going to steal erica's thunder and let her cover that with you during the presentation but again some of the areas that we're able to put on the slide we can't fit everything but we certainly will be able to follow up with you on towards the end and after this demonstration but again we have deep experience in housing shelter and homelessness workforce development early child care aka head start and early head start and a lot around aging and re-entry as well so that said i am going to turn the presentation over again to erica cox our cio so she can actually show you what we've been talking about and what you came here for today erica thank you thomas turns out i can't get off mute while i'm in the process of sharing my screen so that took a second for that so um thank you all for joining us today um excited to show you uh nccm and uh in that product um so we're here today i am logged into salesforce as a case manager so you'll see that i am in the case management app and the first thing that i'm going to see is my home page so this is what's going to keep me on track every day it's going to have a nice welcome message for me tell me what date it is in case you know i forgot my watch this morning or don't have my phone um and it's gonna have a couple key things i'm able to create a new contact or client right from here i could jump right to my notes i could view my program engagements which would really be my case load um i also have the ability i can see what events i have today and we're going to talk about this in a moment and there's a dashboard that comes delivered with nccm that's going to tell us which of my contacts on my caseload may require follow-up so someone ben absent are there people who i haven't had outreach with lately um that you know i need to make sure so it's really trying to to really allow your case managers to focus on the people and allow the system to focus on on what they need to do next so you'll notice i've got some open i've got an open task here that's overdue with carol brady i have a couple tasks due today that we're going to take a look at and it's showing me what i have to do tomorrow so it's really helping me get that brief overview probably you know your case managers will have far more tasks than this i want to point out this is a demo environment so the amount of data and the numbers may seem a little bit skewed because of the data that's here we're also able to see incidents that have happened um so nccm allows you to track incidents whether they be on location or in your facility as they are now or things that may have happened with um other things that may have happened with your client so we're going to take a look and i'm noticing that the very first that i have an appointment later for an intake follow-up uh that's coming up shortly so i want to make sure um it's 1207 here so i've only got we can 20 23 minutes to prepare myself so i'm going to take a quick look at this task and i see that i am doing an intake with maria diaz now i remember having spoken to maria last week when we started her intake but i want to familiarize myself with her i've talked to a lot of clients since then so when i hover over this i see kind of that snapshot of her it's going to tell me you know what household she's a part of what her birth date was for instance i'm getting that but i'm going to click into maria's record and get a little more information just so that i'm prepped for that meeting so the first thing i'll notice is that i've got maria's picture here and a client card that again is an expansion of that hover detail that we saw a moment ago i can see her age um i can see any critical alerts for maria so if she were to have an allergy for instance or a domestic violence survivor i would see that right here so anyone who looks at her record would know those things that are very crucial i'm also of course able to see all of the demographic information about maria that is so important for all of your reporting needs as well as her contact info um her address powered by google maps her emergency contact you know everything we might need obviously this is an area of much customization because your needs will probably vary and your funders all vary um i can see also at a glance all the programs in which maria is engaged this is a huge benefit of nccm because we can't we can see not only where she's been engaged but what the uh extent of her engagement has been so how many goals and these are all items that we'll talk about in a moment but how engaged has she been so we're just able to get a snapshot and we'd work closely with you during implementation to ensure that case managers are only able to see that information that's necessary for them to serve that client but this is a pretty wide open environment because it's a demonstration environment so we want to make sure we can see everything but i do want to rest assured that you know people only see that information that we've decided they have access to um so i'm kind of getting an overview of maria but i seem to remember that her family has some involvement with us as well so i'm going to look at her family or household record and this is actually this household account model as part of the nonprofit cloud um excuse me of uh nonprofit success pack but we use it very often it's not a requirement to do this because some of you will have program models where you truly are serving an individual but in my particular organization it's really important for us to view the family as a whole so i'm gonna see her that maria has um you know several children and her husband frankie um were able to see all of the program engagements um all the ways in which her family members are connected to my organization too so i can see that her son carlos and daughter daniela are involved in our after-school programs and marie has been involved in a rapid re-housing program and she is now coming to us for employment services so if i wanted to know how maria had done again getting that whole picture of maria before i speak to her we know that sometimes our clients have difficult stories to tell we don't want them to have to retell them so i'm just going to familiarize myself and i can see that the reason she left rapid rehousing is that she successfully completed it and the family was able to move to market rate housing so that's important things for me to know as i counsel her on her employment journey we want to make sure they don't lose that market rate housing because of you know changes to her employment situation so going back to maria we're going to look at the rest of the information that we've collected on her we have a case plan from before we're going to talk that talk about that in a moment um i want to talk briefly about some assessments so i could see here that so nccm allows you to capture assessment information and then it shows it on a graph so you can see from an individual's perspective how they have been progressing this is another area of significant customization during the implementation process because we can certainly capture uh just the assessment score but there is often um you know numerous assessments that you may need to create during the course of this so in this example we have for instance a self-sufficiency matrix where we are showing how someone's doing in all of these various domains um and then we can see how that goes to you know what those meanings are of those domains we can get in our health text and at the end of this once we did it we would get a score i'm not going to show that today just because our time together is short so we can see all of her assessments and then of course we've got additional information like the intake that we're going to have to start on today um any cases that she has these are the referrals that thomas mentioned so we can see sorry my uh hovering is going crazy we can see that she had a referral for home visiting that's for her infant daughter we haven't acted upon that yet um we've had an inbound referral for an existing client and we've done an outbound referral because we referred her to the local food pantry um i did that during the start of the intake the other day so i'm reviewing all of this you can see that this is where i would add a client alert um and then we've got client notes and service deliveries that we'll get to in a moment we also have the full ability of salesforce to track events like we looked at the one that we have scheduled for today we can see that also from maria's record so it's not in isolation on my calendar it's connected directly to the people and um events and things that are going on in the system i can also create a task for myself from here or log a call so if i spoke to maria and it was just i left a message or something i could note that in the system as well so i still have a few minutes i've completed my review of maria i feel like i'm very you know ready for that appointment i still have a few minutes so i'm gonna go back and i realized i'm also responsible for the after school program and yesterday um you know i've got we're gonna jump ahead a little bit and we're gonna assume that after school program's going on and i need to take attendance for today so you'll notice that showing up on my home screen as well reminding me that i need to do that and uh service sessions in nccm service schedules pardon me allow you to i'm not going to go through the wizard today but would love to have the opportunity to show you um in a follow-up conversation but there's a wizard that allows you to say what times and days does this class or this um you know perhaps it's a focus group when does it meet it's very similar to setting up a recurring calendar event in outlook or google um and then it will create a record for every session that you're meeting so you'll notice here if i wanted to put who led this session in here i could do that we could add fields here to say what curriculum items were covered whether we did a craft you know whatever information you'd want to capture about that meeting of our after school class today and then you'll notice that that wizard would also add um prompt me to add people uh you know create my roster for that class as well my roster for this class is very small in my demo environment you'll see that carlos and daniella are the only ones who are participating right now it's going to allow me to set the hours so we know that for instance that this class you know after school typically lasts for three hours but especially if this is a fee for service program it may be important to note um that you know your hours you know carlos had the carlos and daniella maybe mom picked him up early today and we want to make sure we know that um there's other things that we could and have added here for instance if a snack was received you know things like that uh this additional information is customizable i'm going to submit my attendance and it will tell me that i've created two service delivery records and it will have both let me know that they've attended and then when i refresh my screen you'll see that i've got service deliveries created for that which will allow me to report on that later it's also important to note that i can upload files here so if i want to upload perhaps something that we had done that day in class i can keep that right here as well i'm done taking attendance so jump ahead a few minutes and pretend that um that maria is here and we are ready to i'm ready for my session with her so what i'm going to do is go to that intake that i started because i recalled when i was reviewing that there was some information that maria didn't have with her that she needed to bring back for this in-person meeting so a few things you'll notice about this intake we've got our status right here i should have marked this as in progress before um or excuse me a waiting client input because we needed our our information for her to bring that back and as we review this intake we'll see that this came from an inbound referral from catholic charities janice green in particular at catholic charity um i've got my client information here so this is brought right in from that contact record we looked at before so if i enter it here it's automatically um you know it's just saving it in that one place but it's accessible wherever we need it if i needed to collect a different additional information or if programs had different intake details that they needed to collect we could do that here this particular one is a is a behavioral health focused but this could vary depending upon the program in which the user is is active or the program for which we're doing the intake the really important thing that nccm adds here is this intake checklist this is something that is configurable this particular intake checklist is for my housing for this particular program for my employment program but i could have different checklists um for instance for my housing program a shelter program um domestic violence uh for the kids for their after school these checklists could all be different and these are all fully in your program manager's control and they're things that they can add through point-and-click um so we'll see that i've gotten most of the way through i've collected all the personal information i've done income verification this is something that we at provisio have have built out as one of those extenders to nccm to collect and capture intake information and calculate um that ami and fpl that's really important for um for validation and eligibility um and so i know that i need to you know the income information is here but i need to upload those files so i can upload files um i don't have files prepared but i can upload files directly i have a couple pictures here um i can upload a file uh so this would be the pay stub so i'd upload this directly to the intake and that roi though that's needed when we look back so i'm going to check off that i collected the pay stubs but we also needed her to upload we need to upload a signed release of information so i'm having maria sign that that's something i don't want to upload to this intake because i want everyone to know if maria comes in to get serviced by another program i want everybody to know that that roi is already on file and that we don't need to do that again so that's something i can upload directly to her client record so anyone looking at that client record would be able to see that if i needed it to have done an assessment as a part of this intake that would be right here and i could do that um and now that my uh intake is done i've collected that information i can change this to uh approved i'm gonna close that out as of today i can put in some notes if i wanted to and then i could also enroll her directly in my program um i've already created one so i don't need to do that and then again as we saw before i had created that outbound referral for her to refer her to the food pantry so now that we've completed that order of business um we're gonna you know i'm having a conversation with maria and figuring out how it is i can help her and in the process of that i'm gonna create a client note so we've got this great interface that nccm provides so we can see all the notes related to maria these are from her um other engagement with rapid rehousing um and again we would work with you on on who's able to see those things and one of the first things i'm going to do is select my record type this is just a way of saying that we may want to differentiate the information that we're capturing between our employment program for instance and our housing program we may want to collect different things so our notes may differ may be different um i'm going to say that this is my initial case meeting with maria i'm going to link this to her employment engagement so again that program engagement if i didn't explain it well before it's just a way of saying that a client or perhaps a volunteer or another organization is engaged with a program um a specific program area at your non-profit for a defined length of time so when we looked at that other one we saw that it has a start date and an end date um and that's where we can record that outcome like we saw with the housing we're going to say our interaction date is today this is an in-person meeting but we could have you know zoom virtual meeting phone call whatever that may be um i could also create tags so if for instance it's important for my organization to know if something was connected to covid like she has a job loss or is looking for a job because of that i can tag that so that would be available here in my notes and i could filter by that and then i can create my node okay i can create my note i have all full text capabilities so i could add a photo in here i could have bullet points numbered lists bold things you know for those case managers who you know are very particular about the format of the notes we can do that the other thing that we're going to do as a part of this meeting i'm going to do this in another tab i'm going to go back to maria so as we're talking to her i'm taking my notes but then i'm going to create a case plan for maria for this new program we want to know what's important to her so i am going to create a case plan and it's going to walk me through um i can put a description here it's automatically tied to maria and again this wizard is going to walk me through some templates that my organization and my program director have already created that may be applicable to employment services so this is just going to be employment services this is only going to show me the programs with which maria's been engaged and you'll notice that there's several goals that are templated here that i can choose from so i want her to create a resume complete a mock interview interviewing workshop she already has a high school diploma so obtaining a ged is not a priority it doesn't need to be a goal for her and then based on those action items it's going to tell me that i have some based on those goals there's some action items that i can um that i can complete so we want her to do these things and next it's gonna let me review and i'm gonna save this and it's to take me to that case plan i'm now going to be able to see all of this and once we start making progress sorry i thought i'd close that once we start making progress on those goals i would be able to mark those off very easily and we're going to be able to see the needle move so really important um these are things that you could even surface in a salesforce experience cloud so we could use that to surface these to maria so she could see her action steps and note when things had been completed herself could be really impactful for her so going back to our notes i'm going to now relate this to that case plan that i just created because i want to know that that's something that we completed today so i'm going to relate that to that and then i'm also going to say that log those services that i created so i'm going to say we did some coaching today 30 minutes of coaching and we also did some job search activities um and we spent 30 minutes on that for a total of an hour so i know that i'm racing through this really really quickly but i've now recorded my interaction with maria today i've recorded the fact i've uploaded those important documents that we needed to capture for compliance reasons um and i've recorded our interaction all of this accumulates in fantastic reporting so when we look at our case management dashboard all of the activity that i did as a case manager is going to be available to me to my supervisors into my executive team um this dashboard actually comes delivered with um nccm and what we've done is add a filter by program so that here i can see what's happening in all of my programs across the board so that includes things like how many people do we have enrolled how many people have been enrolled per month how many referrals have we been making in receiving units delivered of service things of that nature any of these can be popped out and downloaded to be included in a board report or an annual report and i can even download my entire dashboard or subscribe to it so that it's going into my inbox or my executive director's inbox on a daily weekly or monthly basis and as i said i can filter this by program as well in just a second i can get from this repo this dashboard into the underlying report which is provides full functionality of salesforce drag and drop reporting engine which is really powerful and i can also get directly into that detailed information so in just a couple clicks i've drilled down from the dashboard that's showing me that high level right into something that may be an anomaly so thank you so much for your time and attention i know i went through this really quickly i've just wedded your appetite for the things that are possible with um nccm and case management for your human services organization and i know that we'll have a few moments for questions and then a member of our team will be uh reaching out to you to see if we have if we have additional questions if you have excuse me additional questions we can we can answer so maddie do we have any uh questions in the chat i am not seeing any questions come through so far so if you do have any questions please feel free to enter those into the chat um and and erica or thomas will be free to answer them and if you don't have any questions right now but any come up um in the future just feel free to reach out and we would be happy to answer them as well so thank you everyone again for your time and as the two ladies said we will be following up uh with you very soon so enjoy your day and thank you thomas um is is there an additional charge or included with the sales force package and the charge is mostly build out related adriana that's a great question um nccm licenses are a particular license that you can purchase from your salesforce account executive um so you can talk more with them about that and we'd be happy to discuss that more as well so it is a again a specific license that you can purchase um there is a uh you know a charge for the build that can vary from a basic uh what we call a quick start so we can just configure those things that are a part of um of nccm or you know obviously as the complexity grows the number of programs and anything you'd need added on top of the nccm functionality would be an additional implementation charge but great question sorry thomas you can wrap it up now no worries no worries so again uh we really appreciate you all checking in with us midweek and like i said we will be following up um to do if you would like even a more personalized demonstration for your particular agency or org so thank you very much everyone enjoy the week and have a great day thank you everyone thank you all you