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: events@salesforcefoundation.org

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 - mbradley@polarisproject.org Jennifer Kimball - jkimball@polarisproject.org

1-888.3737.888; Text BEFREE (233733)

Or e-mail us at

NHTRC@PolarisProject.org