DIY Constituent Service and Staffing
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Transcript of DIY Constituent Service and Staffing
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DIY Summit
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Industry research and insights
Program highlights
How to checklists
https://www.peertopeerforum.com/resources/diyguide/
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Why We Love DIY ProgramsAverage DIY participant
raises 513%
more than event participants
54% growth in DIY
campaigns this year
Source: DonorDrive, 2016
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DIY Campaigns can be Very Lucrative
Movember$17.2M
St. Baldrick’s$34.9M
Ice Bucket Challenge
$220M
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Fabulous Speakers
Kate NareWorld Vision International
Holly MichaelsonJDRF
Christy Haught JDRF
Stephanie PaddockMichael J Fox Foundation
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3:15-3:30 DIY Insights
3:30-4:00 World Vision / Donor Drive – Stewarding DIY Fundraisers
4:00-4:15 Break
4:15-4:45 Talk Amongst Yourselves
4:45-5:15 JDRF – DIY Repair
5:15-5:45 Michael J. Fox Foundation – DIY to the Core
5:45-6:00 Chat with the Experts
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Peer to Peer meets Major Gifts Officers
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Barriers to Evolution of Major Gatherer Officer1. They were supposed to be doing it themselves for DIY2. Online tools should take care of it3. Program size and scale4. DIY was supposed to be low cost5. Different skill sets6. Organization silos
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DIY Campaigns can be Very Lucrative
Movember$17.2M
St. Baldrick’s$34.9M
Ice Bucket Challenge
$220M
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Bequests
Major Gifts
Mid-Level Gifts
Individual Giving
Acquisition
DIY
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MAJOR GATHERERS
MIDDLE GATHERERS
MASS GATHERERS
DIY
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Gatherer Equation
$
#+ +
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Bequests
Major Gifts
Mid-Level Gifts
Individual Giving
Acquisition
Individual Gift + DIY + Advocate + Gala Table Captain + Social Ambassador
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Peer to Peer Development Is A Collaborative Process
Charity Dynamics
Fundraising
Marketing
IT/CRM
SupportCorporate
Finance
Digital
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Staffing Model
High Volume Support
High Value Stewardship
Program Leadership Manager
Coordinator
DIY Support
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Program Lead & ChampionReporting & AnalyticsDecision-Maker
Day To Day Program ImplementationPro-Active Support (RFIs, Milestones)Relationship Manager
Multi-Channel Reactive Support via Chat, Email, Phone
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Program Manager
• Program Champion (External)• Creates & inspires a shared vision of
program (Internal)• Highly level of accountability• Creates & inspires a shared vision of
program• Program Champion (Internal & External)• Communicates with passion
Effective Program Manager
• Fundraising background• P2P experience ideal• Major Gifts or Corporate Development
• Leadership experience• Customer service/donor relations
knowledge• Solutions oriented• Analytical
• Decision making from Data Analytics
• Works well with other teams
Ideal Skill Sets
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Program Coordinator
• Major/Donor support experience• Customer service exp. an asset
• Effective communicator • Highly organized / ability to multi-task• Empowered & accountable• Positive attitude / ability to handle stress
• “Cool under pressure”
• Solutions oriented• Works well across the organization
Effective Program Coordinator Ideal Skill Sets
• Handles day to day activities• Program marketing• Provide support and coordination with
other departments• Handles exception cases• Provides input on fundraiser and donor
feedback• Supports fundraisers with project
management, collateral, and logistics
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High Volume Support: DIY• Multi-channel support options
• Phone• Web Portal• Email• Chat• Text
• Skilled customer support representatives• Fundraising best practices• Escalation processes in place• Platform knowledge• Support tracking and reporting procedures• Measured approach to feedback
• Strong brand representatives • Staffed to respond in 24hrs or less
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Increasing Revenue Through Support…Did You Know?
• 2x more likely to make a self pledge
• 3x more likely to share pictures and
stories
• 4x more likely to send emails
Fundraisers that access support raise five times more than those who don’t? They are also: