The Government of Canada recently approved funding that will expand 211 services to the entire country.
With this investment, residents of Yukon, Northwest Territories, Nunavut, Manitoba, New Brunswick, Newfoundland and Labrador will now be able to call 211 and reach trained specialists that can direct them to critical government and community-based health and social services in their community. 211 has been available in British Columbia, Alberta, Saskatchewan, Ontario, Nova Scotia, Prince Edward Island, and most of Quebec.
The Canadian 211 service offers listening support, information and referral assistance on a variety of topics including mental health and addiction, employment, food insecurity, financial instability, disaster response, services for older adults and those with disabilities, and a number of other topics. With specialists able to listen, assess needs and eligibility, and then direct consumers to all appropriate services to meet those needs during a single interaction, 211 serves as a front door or “one stop shop” for those seeking services and mitigates the stress on individuals and families facing a crisis.
The funding expansion is related to the country’s COVID-19 response. During the first wave of Coronavirus infections in the country, 211 centres across Canada saw a dramatic increase in the number of people reaching out for assistance. Call volume increased by 31% and website visits increased by 45% in the March to August timeframe.
iCarol is proud to partner with 211 Canada by providing software solutions that 211 centres use to document interactions with help seekers, curate information about community services and share those resources with consumers, collaborate with community-based organizations, manage their staff and schedules, and more. iCarol applauds the Government of Canada for investing in these services that Canadians need now more than ever before.
The Coronavirus global pandemic has introduced all sorts of new challenges to not-for-profit organizations — maintaining services while social distancing and obeying stay-at-home orders, keeping staff and clients safe, shifting to remote work, engaging clients online — to name a few. And while seamless service delivery is of the utmost importance, those services often can’t exist without donors, stakeholders and funders, and we’ve still yet to see the long-term impacts the economic downturns and depression may have on non-profit funding.
A recent blog shared to Candid Learning, an online source for information about philanthropy and fundraising, shares some information and steps toward better engaging and accessing funding sources during the pandemic, and tips on realigning services with the missions and priorities of those funders. Read more on the Candid Learning blog, authored by Elizabeth (Liz) Ngonzi.
Check out these related resources:
How to Get Funding
for New Technology
Why Advocacy and
How the Heck Do You Do It?
Building a United Crisis Line Team
in Times of Diverse Need
How to Calculate
Social Return on Investment
Advocating for the needs of your organization and the clients you serve is a huge component of the overall survival and success of your agency. Some may find the prospect of lobbying elected officials intimidating and confusing, but it’s actually not as complex or scary as it may seem!
We invite you to attend a webinar on this topic on Tuesday, December 11th at 2pm EST. Sara Sedlacek from The Crisis Center of Johnson County will present information that takes the mystery and intimidation out of the advocacy process, helping you get the ear and support of the local, state, and federal officials elected to represent you and the people who benefit from your services.
With legislative sessions beginning in January, now is the time to learn more about how to advocate for your organization.
The Substance Abuse and Mental Health Services Administration (SAMHSA) recently release information on new funding opportunities for addressing the opioid crisis and suicide prevention. Below is information provided by SAMHSA:
Do you want to write more compelling reports for funders and investors? One way to do that is to turn intangible outcomes into measurable financial quantities so they can learn what kind of return they can expect to get for their investment.
To learn more on this topic, you’re invited to attend an upcoming free webinar, “Introduction to Calculating Social Return on Investment” on November 15th at 1pm EDT.
We’re delighted to welcome Dustin MacDonald as our presenter. Dustin is a Registered Social Service Worker (RSSW) who has been involved with helplines including Distress Centre Durham for the previous 5 years, as well as performing quality assurance, producing analytics and forecasting for the Ontario Online & Text Crisis Services program of Distress and Crisis Ontario. He brings to these roles an understanding of statistics and experience performing a variety of program evaluations and assessments.
Space is limited — register today!
The Substance Abuse and Mental Health Services Administration (SAMHSA) recently released information on a number of grant opportunities that may be of interest to our helpline clients and other readers of our blog. They are as follows:
We’d like to congratulate our friends at Karma Nirvana as they recently announced that they are the recipients of a grant award.
This funding will go to assist the Honour Network helpline, the first national line of its kind, which serves victims and others concerned about forced marriages and honour-based abuse, as well as professionals who need guidance on these issues. Helpline counselors have experience in risk assessing situations of honour based abuse or forced marriage, and some can provide peer-based support from their unique perspective as survivors.
According to the organization, they currently serve a volume of approximately 700 calls per month from within the UK. They state that over 200 additional calls per month go unanswered, the majority of which ring to the center during evenings or weekends when the call center is closed. Thanks to this grant, Karma Nirvana will be able to extend their service hours, so they can help more people in need and fewer calls will go unanswered.
We’re so pleased by this wonderful news and wish all the best to Karma Nirvana as they extend their service offerings and save even more lives. To find out more about their service, please visit their website.
This week, SAMHSA announced several funding opportunities for substance abuse treatment and prevention providers.
You’ll find the list of the opportunities with links below. Any questions about these opportunities should be directed to the contacts found on the details page.
Provide Substance Use Disorder Treatment to Minority Women at High Risk for HIV/AIDS – Up to $33 Million – Read the details
Expand Substance Abuse Treatment Capacity in Adult Treatment and Adult Tribal Healing to Wellness Courts – Up to $48.6 Million – Read the details
Capacity Building Initiative for Substance Abuse and HIV Prevention for At-Risk Racial/Ethnic Minority Youth and Young Adults – Up to $24.4 Million – Read the details
Youth Drug and Alcohol Prevention Efforts – Up to $1.2 Million – Read the details
The success of your follow-up program hinges in part on how many contacts you can make and how much outcome data you can collect. And that is very dependent upon how many help-seekers will agree to take part in your program.
Asking a client to agree to a follow-up can be intimidating, and it takes skill and experience to ensure their participation. Here are some tips guaranteed to turn more of your inbound contacts into follow-up opportunities.
Build rapport – The success or failure of getting a caller to agree to a follow-up contact actually begins from the first moments of the call. Building rapport and trust between the specialist and help-seeker is a key component to the success of the call itself, but also impacts the chances of future contacts. If your specialist struggles to make a connection, or the client doesn’t feel heard or helped, they’re unlikely to welcome a call back. But, if your help-seeker feels connected to the call specialist and feels a sense of trust, they’re much more likely to agree to hear from your service again.
Don’t ask – One strategy that will help you get a “Yes” is to not ask them the question at all. Asking someone, “Can I call you back tomorrow?” gives them a choice of saying “Yes” or “No.” What if you make the assumption that they want to hear back from you? Instead of asking permission, try telling them you’re going to reach out to them again, and put them in position of having to refuse. Sound uncomfortable? It’s all about the delivery and can take some skill to pull off. Some example phrasing:
If done correctly, your client won’t feel pushed or pressured, they’ll feel cared for.
- “I’m so glad you reached out to us today. Hey, I’m going to call you back tomorrow just to see how things are going, what time is good for you?”
- “I want to check in and see how you’re feeling tomorrow, what’s the best number to reach you at?”
- “Just to be sure you got everything you needed, I’m going to call you back to make sure those referrals could help you. How’s Thursday afternoon?”
- “When we get back in touch to check in, what works better for you, should I text you or call you?”
- “We want to help you through this, I’ll check in again tomorrow to see how you’re feeling.”
Pick your moment – There’s no rule saying that you have to schedule the follow-up contact at the end of the interaction. If there’s a moment earlier in the call that feels right, take the opportunity then. Maybe it’s when you’re giving referral information, or at a moment when the person needs to be reassured that you truly care. If you find that moment at some point earlier in the conversation, schedule the follow-up then, or at a minimum, plant the seed, and continue your conversation. Then come back to the topic at the end of the call to remind them you’ll be following up and firm up the details.
Avoid the “S” Word – Surveys and feedback are important, no doubt, and there’s a great likelihood you’ll need to collect data from the client when you follow-up. But, there’s usually no reason the help-seeker needs to know this when scheduling the follow-up. The word “survey” can be a turn off to many people, so knowing this is expected of them may discourage the very thought of being called back. If you must give them notice of this, then the word “feedback” may be safer (e.g. We’d like to call you back and get your feedback”). If possible, don’t mention either when you’re scheduling the follow-up contact. Instead…
Make it about them – The client should feel like you’re following up because you care, because you want to know they’re okay, because you want to continue helping. This shouldn’t be hard, because of course you DO care and you DO want to keep helping! The more you make them feel like there’s nothing in it for you, and that it’s all about being there for them, the better your chances that they’ll want to hear from you again. And the more successfully you do this, the more eager they’ll be to give back to you by answering your survey questions when the time comes.
Continue helping – Speaking of what’s in it for them, don’t forget to let your callers know that they have something to gain from hearing from you again. Having the chance to talk about their situation again may be an attractive prospect. Maybe you can offer them additional referrals, or brainstorm more options with them dependent upon what’s transpired since you last spoke. If they feel like you’re an ally on this journey with them, they’ll welcome continued contact.
Give them options – Give your help-seekers options for how they can hear back from you, and consider how they reached you as a guide for how they may wish to be contacted again. Phone callers may wish to be called back, but make sure they know you can text them or email them, too, if those provisions are in place. Research conducted by Varolii Corporation in 2013 found that text messaging was quickly becoming the preferred channel of communication for most American consumers, and one in five consumers were equally likely to prefer a text message as they are receiving a voice call. Consider your client’s age as well – 36% of 18 to 24 year olds said a text message was their preferred form of communication with businesses. For help-seekers whose initial interaction happened via live chat or text, there’s a good chance they’ll reject a follow-up by phone. Convenience may be key for some clients; your ability to reach back out by alternative channels could improve the chances they’ll agree to future contacts from your service.
The truth is that anyone can create a report using all the tools we now have available via the computer. But there are several key areas to focus on if you want to create a report that not only gets a funder’s attention but also results in increased funding opportunities.
Here are some tips to think about as you set up your reports to produce awesome outcomes:
- The report is visually appealing and professional looking — before sending your report out to a funder, have someone who has not seen the report take a look at it and see what their first impression is. Is it a report format that catches someone’s attention? Ask the person reviewing the report to describe their first impression and what words they would use to describe the report format. If the words are not what you would expect (i.e. “wow, this looks really professional and really caught my eye”), spend more time polishing the format. You want your report to be the one that stands out from a stack of many others.
- Data is displayed in a way that is easy to read and understand — assume your reader does not know your field of expertise so your data has to be presented in a way that makes sense, is easy to follow and does not rely on someone’s knowledge of the field to understand what the data represents. Avoid using acronyms or terminology that someone outside of your field may not understand.
- Interpret the data for your reader — data alone is powerful but data that includes narrative which explains what the data means, particularly how it relates to what your funder is wanting to know, is more compelling. Data can be interpreted in many different ways, depending on the perspective of who is looking at the data. Be the one to offer the perspective of how the data should be interpreted by telling the story with a narrative. Answer the questions that someone may have in looking at the data so as little as possible is left open to interpretation.
- Use the tools available to you — Microsoft Word and Excel are your best friends when it comes to report formatting and data display. Use the tools built in with both of these products (or other similar products) to create a report format that gets that “wow” factor. As examples, you can create spreadsheets and charts in Microsoft Excel that are easy to export into Word. A product like Excel is a better tool to use for data display and data accuracy. You can create formulas in Excel to ensure all your totals are accurate. Microsoft Word, on the other hand, is a better product to create your report in as the intent of Word is to allow the user to visually create a document that allows for both data display and narrative formatting.
- Your report answers the questions your funder is asking — to do this, you need to know your funder and what your funder is wanting to spend money on. Only include the pertinent data and information that will help the funder make their decision. It’s easy to include data and information that we think is important but the intent of your report should be to answer the questions that are important to your funder.
As you create and write your reports, always remember that you want your report to be the one that gets a funder’s attention from among many others who may be vying for the same funding that you are. Data tells a story and your report can be the mechanism that explains that story and ultimately leads to increased funding for your agency.