Salesforce Navigation Tool.pdf

Scarlet Road

Salesforce Master Navigation Tool

Linked Table of Contents:

General Information Intro to Salesforce Setting Up Multi Factor Authentication Installing Salesforce Plugin for Gmail Personalizing Navigation Policy for Making Changes in Salesforce Subscribing to Dashboards Tracking Staff and Volunteer Trainings in Salesforce Sending Emails from Salesforce

Bulk Edit in List View

Calendar Tasks Tasks Introduction How are tasks created? Managing your Open Tasks Expectations Purpose of Stories How to Use Stories Volunteer Navigation Volunteer Application Managing Volunteers Entering Volunteer Hours Volunteer Training Salesforce Process Sending the Volunteer Application to only those who attended the Volunteer Training Changing Volunteer Training date in Salesforce

Stories

Images

Aftercare Navigation Client Transfer Contact Page Scarlet Road Program/Participant Record Related List Quick Links Aftercare Client Exit/Discharge/Graduation Salesforce App for Mobile Introduction to Salesforce Systems

Mentors Outreach Navigation

Signing into Salesforce Outreach Client Based Functions: prior to inputting a client that is new to you, search their name in the SF search bar. If no contact/program exists, then proceed with the intake as follows. Completing a New Client Intake for Referral to Aftercare

General Development Navigation Email NewslettersSending List Email Click and Pledge Mapping Freedom Partners Salesforce Trailhead Training Modules Click & Pledge in Salesforce Entering In-Kind Gifts Physical Mailings NCOA Address Verification Report filters for Mailing Lists from Salesforce for Bulk Mailings: Pulling the household mailing list from the mail merge: (video instructions here) Categorization of Family Funds and Foundations

Greater Giving Grant Navigation General Grant Guidelines Creating Grantor Accounts Updating Accounts Creating Prospecting Grant Opportunities After Submitting an Introduction After Submitting an LOI or Grant Application Interim & Final Reports for Awarded Grants No Response Grants Reconciling QB to SF Kitsap County Treatment Grant Billing Creating New Users Duplicate Management Page Layouts- Adding new tabs to the view- Update Quick Action

Awarded Grants Lost Grants Finance Navigation In-Kind Gifts Administration Tools

Profiles Ongoing Maintenance Flows and Automated Processes Task Subject Additions User Access/ Permission Definitions

Contact Object

Account Object Opportunity Object

General Information

Intro to Salesforce Hello! Welcome to SalesforceLand. Jk, but only partly. Salesforce is the software that we use to track:

1. Donors 2. Clients 3. Volunteers 4. Staff Trainings and Continuing Education The following document has a lot of great resources on specifically how we use certain fields, some how to’s, and other ● If you have general questions about Salesforce and need help, please speak with your supervisor ● If you have a major issue or cannot login to your account, please contact Andrea, she is the Salesfore

things. Couple things that are helpful to know:

Administrator Setting Up Multi Factor Authentication Mutli-factor authentication (MFA) is a security measure that requires users to prove their identity by supplying two or more pieces of evidence (factors) when they log in. The two factors you’ll user are:

1. 1. Username + Password 2. 2. Mobile authenticator app

STEPS

1. 1. Download the Authenticator Application using one of the following link:

a. Android - Here b. iOS (Apple) - Here 2. You’ll use your username + password 3. You’ll be presented with the following screen

a. 4. Open your Authenticator App and you will see an “Add Account” option 5. You’ll be provided with a two-word phrase that you’ll use to connect the Salesforce authenticator to your 6. Type the two-word phrase into the “Connect Salesforce Authenticator” screen 7. Once the two-word phrase is entered and you hit select, you’ll receive a push notification asking you to verify

Salesforce user account.

the connection for the Salesforce Authenticator.

8. You’ll see a large green checkmark indicating that you’ve successfully set up MFA. 9. Moving forward you’ll use your username + password and authenticator application to access Salesforce.

Authenticating on a New Device If you are needing to set up the authentication app on a new device, please contact the Director of Systems to reset your

authentication setup. Installing Salesforce Plugin for Gmail

1. In chrome, go to https://chrome.google.com/webstore/detail/salesforce/jjghhkepijgakdammjldcbnjehfkfmha?hl=en-US 3. Go to your gmail, refresh the page, then click through the questions to grant access to Salesforce

2. Install plugin 4. Once it is all installed, to log an email, click “Log Email”

5. If you want to associate the email with another record, click the down arrow

Personalizing Navigation See this video: Personalize Navigation in Lightning Experience Or see this article: Personalize the Navigation Bar in Lightning Experience

Policy for Making Changes in Salesforce

and if agreed upon to implement, a timeline should be put in place.

Requests are to be added to the Salesforce Wish List document. Directors are to review periodically the requested changes

Subscribing to Dashboards

1. Navigate to the dashboard which you want to subscribe 2. Click the subscribe button 3. Select the frequency in which you want to receive emails

4. You can modify your subscription by just clicking the subscribe again and edit the settings you want changed.

All Trainings are to be tracked in Salesforce. Please be sure to enter all relevant trainings once completed to your contact. Below are

Tracking Staff and Volunteer Trainings in Salesforce

steps on how to complete this. 1. Navigate to your contact page in SF 2. Select the Training link in the middle section of the contact record page

3. Select New on the right side of the Staff & Volunteer Training/CE’s 4. Complete all the relevant info. If you do not know the expiration date or there is not a specific expiration date, please put two years from the completion of training. If you have additional questions, please ask your supervisor.

Bulk Edit in List View

Video tutorial on Bulk Editing in List View

Sending Emails from Salesforce

1. Quick Text

a. Quick text templates can be modified by opening the Quick Text object tab b. Here are some tips on how to use quick text: Quick Text Video

c. Quick text is best for setting up custom text to be entered into the activities section of a record. A couple examples Email template to go out from a contact record Task with content for handwritten thank you card to be easily populated d. Merge fields from the record on which you are entering the activity can be added here a. Lighting email templates are a bit more flexible than Quick Text because they can pull merge fields from not only the record from which you are creating the activity, but also related records. b. You can manage Lighting Emails from the Email Template object tab. a. This is another object which you can use in your Lightning Emails b. To create a new letterhead, open the Enhanced Letterhead object tab a. This can be used to send a template created on the back end. The downside to this method is that you cannot view the sent email. The benefit is that it automatically updates the Acknowledgement Status and Acknowledgement

of this could include:

i. ii. 2. Lightning Emails

3. Enhanced Letterhead

4. Opportunity List View Acknowledgement Emails

Date b. Opportunity Acknowledgement Emails 5. Sending emails from Gmail or Outlook and logging them later a. You can also send emails from your gmail or microsoft account and log them.

b. Here is an article on how to set this up

Calendar

How to create a calendar (the calendar object in Salesforce) 1. You need to choose what object you want to add to your calendar and navigate to that object. For example, you want to 2. Create a list view with the filters that you want to see for that object. 3. Navigate to the calendar tab and click on the gear icon next to My Calendars heading on the right column.

see deliverables, tasks or projects.

4. At this point, click New Calendar. Then select the object that you want to appear on your calendar. 5. Calendar Name: This is what will display on the right column of your calendar view 6. Field for Start: This is required, I typically use the target or the due date, depending on how you want to see your events 7. Field for End: I have never used this, I do not recommend populating this field 8. Apply a Filter: This is where you will select the list view that you created for this object. If you do not select a filter, it will

show every record for this object in the database.

9. Field Name to Display: this is what shows on the calendar. The deliverable object has a Deliverable Title field I created with opportunity name and type. But for Projects you can just select the Project Name. And that’s how you add a calendar. Please note that you will not use the New Event button on this calendar view. To create a new “event” on any of your calendars displayed, you will need to navigate to that object/ object list view and create a new record there.

Tasks

Tasks Introduction The tasks object, or “Activities” is used to track important contact points or activities related to a record in Salesforce. This is critical in recording significant communication pieces with donors, businesses, community partners, grantors, etc. This is not to record each text message or email. There is an expectation that each staff and volunteer communicating with community stakeholders will record their significant communication in Salesforce. This allows for an accurate picture of relationships for the organization, so that anyone looking at the database should be able to see all relevant

communication and the type of relationships we have. Tasks are found on the right side of nearly all record pages, it looks like the image here:

Please note that many times, you will need to click the Show All Activities blue button at the bottom of this section to see all the activities. The tabs on the top are what are used to log tasks directly from an object. The New Task tab is used to log activities in general (even completed activities) and also to create future tasks. The log a call tab is used to record

a phone call or voice message left. And the Email tab can be used to send an email directly to the contact from within

Salesforce. This will go to their preferred email selected. Some examples of communication items to include are listed below. Please note that this is not an exhaustive list and just a list to help you get an idea of the types of items to record. 1. Grantor decision emails: there is an email string with a grantor about a potential connection and then they email that it was awarded/not awarded, the last email in the string (so you can see all the emails) will be logged to the opportunity or account if no opportunity in Salesforce through the email plug-in. 2. Thank you communication: a card is written to a donor for their donor anniversary, this card would be logged with the content of what was written. Board thank you calls are generally logged through an annual campaign because of the high volume, but general thank you calls are logged in activities.

3. Asks to donors: If an email, meeting or phone call is made to a donor asking them to give to an event or year end or something else, this should get logged as an activity. If they give, they should also be thanked! (Even better that at the time the ask is logged that a thank you follow up task is created as a to-do activity!) 4. Community Partner interviews/meetings are NOT entered in tasks, those are entered as an Awareness (non-outreach) training record on the account object. But other communications around that connection can be logged! Emails about the training, phone calls about it, those can definitely get tagged to both the training and 5. Donors wanting to change their donation amount or cancel their donation, whether over email or phone, this should be logged so we can see documentation for the change. 6. Requests for change in communication, requests to be opted out of emails or mail. This should be recorded to the contact page and then also the appropriate opt out fields selected on their contact AND account pages.

the contact.

How are tasks created? 1. Directly from Gmail using the Chrome plug-in mentioned above. Instructions on how to use the plug-in are also

above. 2. Directly from the record pages in Salesforce a. Click into “Create a Task” or Log a Call or Email b. Subject: There is a drop down of pre-saved subjects that can be used (contact Director of Systems if you are frequently using a subject that you would like to be saved) or you can type in your own custom c. The Due Date: this is used for uncompleted tasks. At the time of completion, this should be changed the completion date because that is how it functions once the activity is completed. If the task is already d. Name: please enter the relevant contact whenever possible! e. Related record: this is the primary related record and can be changed what type of object (any object other than the contact: account, opportunity, training, etc.) f. Comments: not required, but this is where you would enter the content of a handwritten card or notes about a phone call. Or if it’s a future task, notes about what needs to be done. g. Assigned To: this will default to you, but you can assign to other users if you click the x on the right side and then type in the name of the user to whom you would like to assign the task.

subject.

completed, enter the completion date.

h. Status: please enter the relevant status.

Managing your Open Tasks Each staff member should have an open tasks list view where they can see the uncompleted tasks that are assigned to them. If they do not have this view, please contact the Director of Systems to create this view. Some staff also have a completed tasks, this is to help with staffing, so their supervisor can see their recently completed activities.

Expectations At Scarlet Road we strive for excellence. There is a general expectation that if a task is assigned by a supervisor, that it will be completed in a timely manner. If not, the delay should be justifiable. There is a grace period, but we do need to see a level of follow-through with assigned tasks. Failure to complete tasks within a reasonable time frame could result

in disciplinary action.

Projects are used exclusively by the fundraising team for their fundraising projects.

Projects

Each project is tied to a campaign.

Stories

Purpose of Stories

Stories is an object used to track client quotes or events that would be useful for development to use. You access stories through the Stories tab or through a contact record. Each story has to be tied to a contact. If you do not know which client the story is related to when entering, you can tie the story to the Anonymous Anonymous contact record.

How to Use Stories

Navigate to the contact for which you want to enter a story or quote for, then find the Stories related list, then click on the New ● Date estimate events in story happened. This is to estimate about when the quote or event occurred. Original Story Author(s). If you are the one who is originally culling the story, enter your name. If you are pasting into Salesforce something that another person wrote, please enter their name (eg. someone wrote a short story in a newsletter but didn’t record in Salesforce, you are pasting into Salesforce for them, enter their name). ● Draft Story/ Original Quote. This is to be used by program staff. Bullets or informal formatting may be used. ● When & where shared externally. This can be helpful if you used it for a specific appeal, newsletter, grant, board ● Final Story Author(s). Only for development staff who have modified the original story for external use. ● Final Story/Quote. This is language that is okay to use for an appeal, newsletter or grant that was shared. Usually more refined. Please only use a story if there is info in the Final Story/Quote, this means that it is safe to use. Sometimes the draft/original story happened to recently or has too many details to use in development.

button. Enter all the relevant fields.

report, etc. to track when stories are used.

How to search for a story with a tag

Images

The Image object is used to track what images we have used and where.

Images exist in two locations. 1. On the drive: Images Object (full size image can be found here) 2. In Salesforce (thumbnail of the image and all the relevant information) Full quality images should be saved to the drive. Only a thumbnail is saved to Salesforce (because of database size

limitations). 1. The image is first created in Salesforce so the name is made (names are auto-generated). 2. Then the image is saved to the drive using the auto-generated Salesforce name in the folder: G:\Shared 3. Next, navigate to file explorer and open the image in Photos. Click on the three dots and select “Resize Image”. On the dimension that is smaller, please make it 100 px (vertical =width) (horizontal=height) and change the

drives\Images\SalesForce - Image Database

quality so that the file size is between 2 and 3 KB. Save as and append the name with “(thumbnail)”. This thumbnail is what will be uploaded to SF. The original file will remain on the drive.

Volunteer Navigation

Volunteer Application

Volunteer Applications are received through a FormAssembly form, which can be found with this link. These are mapped to Salesforce and create several records, one being a new Application record. This is tied to the contact record and can be found in

related lists. Here are the steps to process the application: 1. Director of Development receives a Salesforce task to process application, checks for duplicates 2. Reassigns application to Engagement Coordinator to process the background check and update relevant background check a. Volunteer Interest -> Move to Volunteer Skills field/ multi-select picklist

multifields. 3. The following fields are to be modified: b. Volunteer Status -> Incomplete c. Verify volunteer training date and status fields 4. Engagement Coordinator is to assign appropriate director to follow up with volunteer by creating a task 6. When interview is completed, interview date is to be entered into their contact record 7. Upload volunteer interview notes to files object on contact

5. Program Director is to schedule interview

Managing Volunteers

Volunteer Status: ● Prospective: Interested in volunteering, maybe signed up for training ● Incomplete/Paused: Partially completed application process but have not finished process ● Active: Completed training and interview ● Staff: staff who have completed training ● Inactive: Not currently a volunteer or interested in volunteering but have volunteered in the past Volunteer Skills is the desired items from the application. Once they are a current volunteer, please use the field Current Volunteer Activities for entering what their current duties are for managing sending emails from Contact List Views.

Entering Volunteer Hours

● Be sure to log all hours using the Volunteer Hours object on the contact record in Salesforce ● If someone is paid by their employer to volunteer for us, that is still considered volunteer hours because Scarlet Road is not

paying them

Volunteer Training Salesforce Process

1. All training attendees should be registered in the Salesforce event 2. Navigate to the Event in C&P Event Management, click on Registration, scroll down to the Registered Attendees and open

each contact who is in attendance 3. Navigate to the volunteer tab under the contact record. a. Tag Status as “Prospective” b. Enter the Volunteer Training Date c. Select the Volunteer Training Status : 101 Training and 201 Training depending on what they did (201 is if they d. Why are you attending: this is the bio they give during the intro part of the training, Volunteer Notes 4. If the person tagging these contacts does not stay to the afternoon, you can enter the 201 and the Why are you attending

stayed in the afternoon)

later

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Navigate to the Contact List View: New Volunteers, a. Verify that it is the complete list of attendees, then click the checkbox on the top left next to name, this selects all

Sending the Volunteer Application to only those who attended the Volunteer Training

the people b. Then on the top right, you select Send List Email c. From that pop up, there is a button on the bottom, paper with plus sign, these are to insert a template, click Insert a template, or if the Volunteer Application is in your recents, you can click it directly d. Select the Volunteer Application under Lightning Templates

e. You can preview that the names are populating

f. And then send!

Changing Volunteer Training date in Salesforce

1. First navigate to the contact page of the person and look in the related section to the C&P Event Registered Attendees and delete their C&P Event Registered Attendees record so they do not continue to receive emails. But this keeps their

opportunity/payment intact.

2. Go to C&P Event Management in Salesforce and navigate to the event and then on the left, select Box Office. You can then

enter the person using the free attendee ticket type.

Aftercare Navigation

Client Transfer

Clients will be transferred via Outreach to Aftercare after a conversation between Directors has been had. The Outreach staff who completed the client intake will then sit down with the assigned case manager to discuss the client. A message should be sent on “Chatter” to notify the Aftercare CM of the new client assigned to them.

Contact Page

Once transfer has been made, go to the Client Contact. Their Contact page has a number of things. ● In the top Contact box, there will be Preferred Nickname, Account Name, Exploitation Type, and Referred By. This will be completed by the outreach person who conducted the intake. If you see any information that needs updating or editing, The Contact box also has Follow, New SR Aftercare Enrollment, New SR Outreach Enrollment, and New Story. The case manager will complete a New SR Aftercare Enrollment to get the contact enrolled in Aftercare. Current Safety Concerns: List any safety concerns. Examples: Is abuser/pimp at large and looking for them? Are they currently not housed and have been assaulted/are being hunted by their abuser? Is there current suicidal Aftercare Status: Though there are many options, the only tab you will click is “Active” as you are enrolling the client who is agreeing to be active in the program Aftercare Start Date: The date you are completing the aftercare intake together Full Participation: When a client has been actively participating by making consistent case management meetings, communicating with CM, and working toward goals and has been in aftercare for more than 30 Basic services/support rendered: Services and support was given to the client but they were in less than 30 days or were in longer than 30 days but were not actively engaging/participating.

please make appropriate changes.

○ ○ ○ ○

ideation?

Participation Level: days or one month

■ ■

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First 30 days: Always enter new clients under this status. Upon monthly evaluation, change their status. If they stayed for under 30 days, they would be entered as “basic services/support rendered” and if longer than 30 days, they would be entered as “Full participation” if they truly are engaging. Scarlet Road Programs will have the person as a “participant” in our SR programs. You will spend the majority of your time in their participant file as that is where services, outcomes, files, goals, and evaluations are stored. Related Contact: search for the person’s name for whom the participant is connected to, most often in

● Related List Quick Links

○ ○

Relationships:

■ ■ ■ ■ ■ ■ Stories: This section will be the place where our marketing team and grant writer will craft and pull stories from. If you, as the CM, have a story you think is important to share, type it in the draft section so that it can be easily used and edited. Please do this at least once a month for at least 1 client. Go to the top right corner to do a “New story”.

the capacity of mentoring Type: Mentor Status: Current or former Start Date: Date the mentoring relationship began End Date: Date the mentoring relationship ended Description: if necessary

■ ■ ■ ■ ○ C&P Event Registrants: Disregard this tab

Story Program: Is the client in Aftercare or Outreach? Author: Person writing the draft story Date estimate on Story Happening: Date of quote or general timeline of when story happened Draft story/original quote: Needs, barriers, SR impact. Ideas: strengths in their journey, key services received from SR, what are the next barriers to overcome. Rough draft/bullet point format desired

The next box will have Details. Details: This is where Outreach completes their intake. You will want to review this information to learn about the client, understand goals/priorities, and know how to move forward with them/build rapport. If there is missing information that you see, please discuss this with the outreach team to fill in any gaps.

● Miscellaneous Information This part of the form is meant to be completed by Aftercare staff. This section of questions offers a voice to the clients who feel like they had a less than favorable experience when met by Outreach Advocates. This gives the Director of Outreach the ability to facilitate opportunities for repair with a client whose perception was less than favorable of their beginning experience in Outreach. This offers an innate honor and respect to the experiences perceived by the clients that we serve.

Scarlet Road Program/Participant Record

Once the Contact information has been completely updated, the case manager will go into the client SR Participant Record to do the reporting of services and meetings, attach files, and complete evaluations.

The top box will have the Client’s name and will have a few options to click on the far right that read: New Outreach Service, New New Outreach Service: The Aftercare team will often not be completing an outreach service. However, if the outreach team is not in the office and an outreach client drops into the office, an aftercare staff member can provide support or a service to them and then will complete a new outreach service. New Aftercare Service: This will be the most frequently used tab. Case managers will record interactions and services in this ○ Currently Court Involved: At time of service, is the client court involved? ○ Currently Incarcerated: Jail, juvenile detention, or prison at time of service Outreach: Disregard this option. If it is an outreach service, it should be entered as such and not an

Aftercare Service, Incentive Given.

section for any participant who is enrolled in aftercare.

Staff Interaction Type: aftercare service

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■ Service Date: Date that you met or the service was given/update was given on the service. This will automatically Minutes on Service: Capture the total amount of time spent with the client on the service they received. If this interaction has taken place via text throughout the day, please capture the actual amount of texting time not the overall period of time that the interactions were occurring. For example, 8 hours may have gone by and texts have been sent back and forth. However, a total of 15 minutes was spent sending the content back and forth.

Aftercare: Any staff member helped the aftercare participant with an aftercare service (most common)

○ ○

default to the day the note is being entered/current date.

Visit type: ■ ■ ■ ■ ■ ■

Client-Email: Emails sent between client and staff Client-In person: Meeting occurred with client face to face Client-Messenger: Facebook messenger with the client Client-No show/No direct communication: The client did not come to their scheduled CM appointment or no direct communication was made between the client and staff member but a service was Client-Phone/Video: Talk/or text via phone, Zoom, etc. with the client Guardian/Service provider/Referral all Comm Methods: Did not talk with the client, but a guardian or service provider or referral was made on behalf of the client. This could include reports made to CPS or Service Provided: Please add all services provided in each interaction. There could be one or multiple. Case Management (2): Client participates in a case management meeting. Child Related: Anything related to children. Examples: getting child into a daycare or school, helping mom secure child support, therapy for a child, offering parenting support, etc. Communicate Absence (1): Client lets CM know 2 hours in advance that they will be unable to make the Communication: any type of correspondence related to client care whether with the client directly, or with a non-client entity - this includes phone calls, texts, emails, FB messenger, face-to-face Community Service: Clients who come in to SR to complete community service hours Education: Anything related to education. Examples: Getting them into school, communicating with school personnel, requesting school records, GED prep, sharing scholarship options, etc. Employment: Anything related to employment. Examples: interview prep, helping to find, pay for, or discuss professional clothing options, helping people make a schedule and stick to it, buying and helping someone fill out their planner to keep track of their work, resume and cover letter building, etc. Exited from Aftercare: Once someone has been removed/exited from the aftercare program, the CM would then enter this information as either the last time there was communication of the exit or if they have tried to communicate the exit but haven’t heard from them-the date the decision was made to exit Federal, State and Tribal Benefits: Any state, federal or tribal benefit applied for/recieved. Examples: EBT, Financial Advocacy: Providing financial education, resources, credit repair, advocacy with credit bureaus Flexible Rental Assistance: If the client received any flexible rental assistance Graduated from Aftercare: The client was graduated from the aftercare program Graduate Connection (service post graduation): Meeting/connecting in any way with a graduate from the Group (2): Any group that is not already given as an option (such as STYT) If the person attends STYT group, mark both “group” and “STYT”, but give 3 points total (not 5) Housing: Anything related to housing. Examples: Section 8, Rapid rehousing, getting someone into a DV/HT shelter, helping to find someone permanent housing, housing searching, being a reference on Law Enforcement: Any time law enforcement is engaged on behalf of or with a survivor Legal: Anything related to legal. Examples: Going to court with someone, communicating with legal professionals, vacating criminal charges, discussing legal options, connecting someone to a legal Life Skills: Anything related to life skills that does not fall in another category. Examples: Grocery shopping, healthy relationships, car maintenance, shopping on a budget, parenting, scheduling, etc.

given/completed

Law Enforcement.

■ ■ ■ ■

meeting and ideally takes the initiative to reschedule

communication, etc. Drop in (1): People attending drop in hours

■ ■ ■ ■ ■

them. TANF, Social security, etc.

■ ■ ■ ■ ■ ■ ■

aftercare program

housing applications, etc.

■ ■ ■

professional, etc.

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Medical: Anything related to medical. Examples: Manette Clinic, communicating with medical personnel, transporting someone to the ER, discussing medical concerns and possible interventions and solutions, Meet with Mentor (2): Client meets with their mentor in person (this can be communicated by the client or found within the mentor’s monthly reporting form) Mental Health: Anything related to mental health. Examples: Communicating with MH professionals, providing handouts that help people improve MH functioning (Mindfulness, etc.), finding someone a treatment facility, getting someone into a facility, practicing a strategy for wellness, etc. No Service Provided: You met with the person but no service was provided. Ex: you caught up about things happening in their life but didn’t provide any resource or service. Or you reached out to schedule a One Heart Wild (2): Animal assisted therapy for aftercare participants through OHW Other: If there REALLY isn’t any option that fits the service provided. Use SPARINGLY! Peer Event (1): Peer event put on by SR that clients and non-clients are welcome to attend. Ex: Reenrollment: Someone re-enrolls in Aftercare. They have been exited and have then been given Removed from Aftercare Waitlist: If the aftercare program is full, outreach can move people who are ready and have been referred to aftercare to a list. On a monthly basis, the waitlist will be reviewed and if someone should no longer be on the waitlist, they will be removed and given this service note. Safety and Stability: Working with client to safety plan, manage crisis, discuss options for gaining and Smart Goals (4): Aftercare client completes a SMART goals worksheet and makes marked/tangible progress toward meeting that goal by the end of the month STYT (3): If a client or non-client attends a “Stronger than you Think” life skills/psych-ed group. The first 11 weeks are mandatory followed by 11 weeks of optional classes. Each class is further broken out by name in a following section. If the person completes STYT content one on one with a CM, they will not get points, other than the 2 points from Case management. If they attend STYT in a group, they will get 3 Substance Abuse: Anything related to substance abuse. Examples: Getting someone into treatment, communicating with a SA professional, providing information to someone about substance abuse, etc. Tangible Assistance: Any tangible assistance provided. Examples: hygiene items, blankets, Orca cards, bus

etc.

■ ■ ■

meeting.

■ ■ ■ ■ ■

Thanksgiving, brunch, Christmas, guitar cafe, etc.

permission to re-enter.

■ ■ ■ ■

Ride Support: Provided a ride to the client. maintaining stability, etc.

points.

■ ■ ■ ○ Case Note Details: Any notes related to the service. Keep short, clear and concise. Do not include any personal opinion or bias. Facts and information reported by the client only. Consider the possibility that these notes may be subpoenaed by a court and we therefore want to be intentional and not overshare to protect the confidentiality of our clients and promote their wellbeing. Bullet points preferable to keep brevity.

tokens, grocery or gas gift cards, etc. Yoga (3): Yoga group offered by SR

○ Class Attended ■ ■ ○ Incentive Type: A drop down list of incentive gift card options. Select “other” if necessary Within the “services provided” tab, the incentives activities will be given as an option and will include the monetary amounts associated with each activity. For example, communicating an absence will earn someone (1) point. Please put 1 in this field. If incentive points are used and a gift card is given, minus the amount of points that were used. For example, if someone gets their $25 gift card, minus 15 points in this ○ Incentive Money Amount: How much money was on the gift card Flexible Rental Assistance: flexible rental assistance given General Assistance: general financial assistance given ○ Financial Assistance Amount: Monetary amount given

Foundations classes 1-11 named (please choose one) Skills classes 1-11 named (please choose one)

○ Incentive Points Earned/Used:

section. ○ Financial Assistance Type:

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Incentive Given: When a client has earned 15 points or more, they are welcome to redeem their incentives for a gift card of Service Date: Date that card was given. It will automatically default to the day the note is being made. Incentive Type: You can choose which kind of card they chose or enter “other” if it is not found on the drop down Incentive Points Earned/Used: Subtract the total amount of points awarded-15 at minimum. Incentive $ Amount: The monetary amount on the gift card of their choosing. 15 points will earn someone a $25 gift card. If they would like to wait until 30 points, they can get a $50 gift card, and so forth. ○ Staff Interaction Type: Only aftercare participants can opt into the incentives program ○ Visit Type: Would likely be in person if the person is redeeming a gift card

their choosing.

○ ○ ○ ○

list.

○ Service Provided: Tangible assistance

Related List Quick Links This next area has quick links to all services, files, outcomes, aftercare evaluations and goals. Services: discussed above. This area will have all service notes entered on this person from outreach and aftercare teams. If a service note needs to be edited, you can click on the appropriate note and use the pencil icon on the right to edit. Files: All client files will be stored here. When naming files, use: main category (such as Mentor reports, OHW, Legal, Outcomes: All outcomes for the client will be kept here. Begin by creating a new outcome ○ Outcome Pillar: These include Self Supporting, Free from Exploitation, Stably Housed, Engaging in Therapeutic

● ● ●

etc.)year--month--client initials

Support, and Healthy Community Self-Supporting: ■ Employed after unemployment: They did not have a job and now they do. ■ Employed upon Entry: The person had a job when they entered aftercare. If a person is in a paid position related to exploitation/trafficking, such as a strip club, we would not consider this person to be employed upon entry as this is not a safe type of employment. Even though this person is technically employed, when they get a new job, we would count them as employed

○ Pillar Outcome: ■

after unemployment.outcome ■ In school upon entry ■ In school after lacking education: This person is now in school to finish basic education such as ■ In school for further education: Bachelors, Masters, PhD ■ Safely Supported upon Entry (not employed): If the person has a safe/stable relationship and the person doesn’t need to find employment upon entering the program ■ Safely supported after Not (not employed): If the person has a safe/stable relationship and the person doesn’t need to find employment after they did not have this kind of support ■ Free after exploitation: Have been involved in exploitation while in the program and are now free ■ Free upon entry: Came into aftercare program free from exploitation Stably Housed: A fixed, regular, and adequate nighttime residence that is safe and free from harm. Ensures that children can do well in school. Scarlet Road qualifies this as anyone staying in a confidential shelter in which they can stay during the day, transitional housing, and staying with friends or relatives ■ Stably Housed after homeless: Attained entry into a confidential shelter, transitional housing program, or safe stay with friend/family for 60 days or more after staying in places not meant for human habitation, being incarcerated (for less than 90 days), living in a vehicle, staying with friends but cannot stay longer than 14 days, and/or those fleeing DV/SE that have no other ■ Stably housed after unstably housed: Temporary or permanent housing acquired after couch-surfing with 2 or 3 moves in 60 days, staying in hotels/motels (not as a result of SE), staying with

GED or HS diploma

Free from Exploitation: again.

that are safe and with whom they can live longer than 60 days.

residence and no resources or support network

an unsafe person (DV, etc.). ■ Stably housed upon entry Engaging in Therapeutic Support: ■ Therapeutic support upon entry: therapist, therapeutic support groups, etc.

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■ Therapeutic support after not engaging in therapeutic support ■ In healthy community upon entry: any type of community that is safe and reliable to the client. ■ In healthy community after lacking community: Addition of a mentor would qualify Outcome End Date: The date this outcome ends. If someone is being discharged from the program, all outcomes Outcome Notes: Anything noteworthy about this outcome. If for example, someone has part time employment and then they got another part time job, you would not start a new employment outcome, but in the notes, give Aftercare evaluations: All evaluations will be stowed here. Case managers will complete the evaluation of their clients at the end of each full month of their participation. All aftercare participants (full and basic services) receive monthly evaluations. If the participant is in their first 30 days, they would not receive an evaluation. Each area will have a topic and

Healthy Community:

○ ○ ○

Outcome Start Date: The date this outcome began.

should be ended.

info on the new job-employer and when it began.

an area adjacent for notes for the purpose of clarification if needed. The answers given to these questions need to be representative of the entire month. Example: Client was free from exploitation for 10 of the 30 days. Since they were not free all 30 days, the answer is no-they were not free from exploitation. These notes are important to mention. The possible answers are “yes”, “no”, “unknown” and “N/A”. The hope is to have as much information as possible but if the answer truly is unknown, please mark it this way. Please be aware that when we pull information from the evaluations, an “unknown” answer will be counted as a no rather than a yes. Monthly evaluations will be completed no later than the 5following month for each current client. To complete a new evaluation, click “New” in the top right corner. Evaluation Date: Date needs to align with the last day of the month you are reporting on. Basic services/support rendered (see definitions above) All Outcomes have been updated: Please take this time to make sure all outcomes have been updated for this Are they working toward Goals? Is this client working toward their own previously established goals? Regularly attending CM and Progressing? Not just attending case management meetings, but working toward goals and moving forward (even though we know there will be set backs at times) ○ Are they attending mandatory classes?: This refers to mandatory Foundations level classes (11 weeks total). Yes, Free from Trading Sex or Sexual Content: No form of exploitation present Free from Trading Sex or sexual Content Notes: Anything noteworthy to mention on the topic Is Safe: Client is free from the threat or experience of victimization and is motivated and able to remain safe. Safety Notes: Anything noteworthy to mention on the topic Has Legal Protection: Client is knowledgeable about their rights and protections and is able to pursue justice and Has Legal Protection Notes: Anything noteworthy to mention on the topic Is Stably Housed: A fixed, regular, and adequate nighttime residence that is safe and free from harm. Ensures that Is Stably Housed Notes: Anything noteworthy to mention on the topic ○ Experienced Homelessness: staying in places not meant for human habitation, living in a vehicle, staying with friends but cannot stay longer than 14 days, and/or those fleeing DV/SE that have no other residence and no

th

day of the

○ ○ Participation Level:

■ ■ client for prior month activities

Full participation (see definitions above)

○ ○ ○

No or N/A.

○ ○ ○ ○ ○ ○ ○ ○

protection if these rights are violated.

children can do well in school.

resources or support network ○ Housing Status: Permanent: fixed, regular housing with normal rent and lease or mortgage payment Temporary: In shelter, transitional housing, jail (for longer than 90 days), couch surfing without any Homeless: staying in places not meant for human habitation, living in a vehicle, jail (for less than 90 days), staying with friends but cannot stay longer than 14 days, and/or those fleeing DV/SE that have no other Physically Well: Client takes care of their health needs and can access basic medical services and safe, stable Physically Well Notes: Anything noteworthy to mention on the topic One or More Therapeutic Support Options: OHW, Yoga, Seeking Safety, therapy One or More Therapeutic Support Options Notes: Anything noteworthy to mention on the topic

■ ■ ■

expectation of sex for housing

residence and no resources or support network

○ ○ ○ ○

housing.

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○ ○ ○

Mentally Well: Client demonstrates stability, positive coping skills and reduced harmful behaviors that affect their Mentally Well Notes: Anything noteworthy to mention on the topic Has Social Support: Client has supportive relationships and has built community around themselves. This can be any form of healthy community (meeting with mentor, attending a bible study, church, running group, book club, Has Social Support Notes: Anything noteworthy to mention on the topic Held a Part Time or Full Time Job: Part or full time position held Held a Part Time or Full Time Job Notes: Anything noteworthy to mention on the topic Economic and Educationally Empowered: Client can maintain adequate income from a safe source to meet their Economic and Educationally Empowered Notes: Anything noteworthy to mention on the topic Custody of Dependent(s) Regained: If they regained custody-one month only unless they are getting multiple Completed GED/HS Diploma: Would fill this check box only once Vacated Criminal Charges: Would fill this check box only once Is Ready to Graduate: Has met all 5 aftercare pillars (Free from exploitation, stably housed, emotionally well, self-Is Ready to Graduate Notes: Anything noteworthy to mention on the topic Additional Thoughts/Reflections: Any overview of progress, etc. Goals: At the end of every quarter, the case manager will sit down with the client to go over progress from the past quarter and determine new goals for the coming quarter. A word document will be printed and provided to the client so they can see the progress they have made and what still needs to be done. In order to capture the previous quarter’s goals, go to Reports, search for Client Goals, and Filter by full name of the client. Then export the goals, put them into the Word document, and print. It gives the opportunity to adjust goals if necessary and keep everyone on track. This word document also asks the client how they plan to keep these goals on their radar. Once complete, upload this document to their Files. Then, create a new “Goal” accordingly. However, if a goal is ongoing and hasn’t been completed/met, do not create a new

long-term recovery.

cat club, AA/NA, etc.)

○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○

needs and are engaged in school and/or work.

children back over multiple months

Completed Degree: Could be BA or beyond supporting, and connected in community)

goal, but adjust the date as necessary. ● Status:

○ Not Started: Goal has not been started ○ In Progress: Goal is in progress ○ Completed: Goal has been completed ○ No longer applicable: The goal is no longer a goal of their client’s

● Date Goal Created: creation date ● Goal: Goal created by client ● Target Date for Completion: What the client and CM determine is a good date for completion ● Related Pillar: These include Self Supporting, Free from Exploitation, Stably Housed, Engaging in Therapeutic Support, and Healthy Community ● Steps to Achieve and Person Responsible: Each goal broken down into concrete steps and the person *Once Quarterly evaluation is completed with the client, they will be sent a link to a google form to answer 5 questions evaluating their experience in Aftercare in order for us to improve services and ensure

● Date Goal Completed: completion date who is responsible for each step

we continue to serve our clients well.

The next 3 boxes down have Details/Aftercare Details, Vulnerabilities, and a record of Services, Files, Outcomes, Evaluations and

Goals Details: ●

Safety Information: This will auto-update from the Aftercare enrollment that is initially created. However, if the information needs to be changed/updated, please do so immediately. Current Safety Concerns: This should be updated as safety concerns arise.

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○ ○ ○ ○ Last Service Date: The date in which the last service was entered Program Information: This will have the program name, client name and who the client is assigned to for case management. When the case manager has received that handoff from their supervisor and the outreach team, they can assign the client to themselves so it shows up easily in their list on Salesforce of clients they are serving. This creates ease of Client Contact Details: Email, phone number, and if the number is safe to text. Pay close attention to whether the number is safe to text and make sure this number has been marked as the preferred mode of communication on the outreach

Evals as Full Participant: The total number of evaluations this person has received as a full participant, not including months when the participant was not fully engaging Most recent Experience of Homeless on Eval: If on their most recent evaluation, they had experienced Experienced homelessness on Eval: If at any point it has been recorded that they have experienced homelessness

homelessness on an evaluation, this will tally

access for the case manager as well as clarity for other staff.

intake. ● Program Enrollment: Outreach Status: If the client is currently being served in outreach, they will be active. If the client has been referred over to Aftercare, the outreach status will say “Aftercare” Outreach Start Date: Date person entered outreach Outreach End Date: Date person ended in outreach program and were either entered to aftercare, referred to a The start and end dates should be updated each time a client leaves outreach and then re-engages in Most Recent Outreach Reenrollment: Most recent time the client was in outreach Outreach Reenrollment: If the client exits outreach and then reenters Active: The person is an active Aftercare participant Discharged: The person has been discharged. If this is the case, the discharge process will begin which includes making a final service note, completing discharge paperwork, scanning to their file, and then taking a snapshot of their outreach and aftercare intake details in preparation for if they reenter at some Graduated: Client met all 5 pillars and/or met most of them and chose to complete the program Periphery: The client has not been very active or engaged. They would be moved to the periphery which would signify a lower level of follow up with those individuals. If this person is on the periphery for longer than 1.5 months, discharge will be discussed. Referred to Outreach: The client has been referred back to outreach as they are not currently a good fit for the aftercare program. In other words, they are not ready to work toward their self-established goals Transferred: Transferred to a similar program that might better meet the needs of that client Full Participation: When a client has been actively participating by making consistent case management meetings, communicating with CM, and working toward goals Basic services/support rendered: Services and support was given to the client but they were in less than 30 days or were in longer than 30 days but were not actively engaging/participating First 30 days: Always enter new clients under this status. Upon monthly evaluation, change their status. If they stayed for under 30 days, they would be entered as “basic services/support rendered” and if longer than 30 days, they would be entered as “Full participation” if they truly are engaging. Aftercare Start Date: First day they come in and complete aftercare enrollment paperwork/meet with case Aftercare End Date: The day the last message is sent letting the client know of the discharge or if we haven’t heard from the client for a month, we will discharge and the last day of contact will be the discharge date Months in Aftercare: Time involved in aftercare program Most Recent Aftercare Reenrollment: This number is not editable here but it will auto populate. When a client exits aftercare and then decides to reenroll, a new service note would be created under “Reenrollment”. This will total 1 reenrollment when they enter aftercare a second time. Aftercare Reenrollment: This number is not editable here but again, it will auto populate. This will capture total

○ ○ ○

similar program, etc. outreach.

○ ○ ○ Aftercare Status: ■ ■

point in the future.

■ ■ ■ ■ ○ Participation Level:

■ ■ ■

○ ○ ○ ○

manager to build rapport

○ ● Incentive Details:

number of reenrollment.

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Total Incentive Points: This is the number of points the client has total for incentive points. This will auto populate from the service notes that are created when info is entered for incentives. If the client has 17 points, and uses 15 of them, subtract 15 from 17, and the resulting number should be 2 points that remain for them as they continue Total Incentives Provided: This is the total number of incentives/gift cards we have provided total to the client

to accrue again. over the duration of their time in the aftercare program Financial Assistance: All financial assistance given to the client

Aftercare Details: This section will be completed during the Aftercare intake. Please complete all information including the individual’s zip code. The following items are the most important:

○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○

Mailing Address (Zip code at a minimum)Health Insurance Provider & NotesCurrent MedicationsAre you Currently EmployedEmployment History DetailsCurrent Housing StatusAll Emergency Contact InformationIf the client does not have an emergency contact, note this as a goal for engaging in community.

Health Insurance

What do you hope to accomplish with SR?What are some of your strengths?What do you enjoy doing?Vulnerabilities: This section should be entirely filled by the time the outreach and aftercare intakes are completed. However, please go in and make sure that no information is missing. This will be helpful as we make plans to support the client well because it helps

us foresee outside and internal forces that may sabotage success. Services, Files, Outcomes, Evaluations and Goals: The far right side on the page will give a catalog of the most recent entries for these fields. This will help each case manager see a quick view of recent entries so that they can ensure that notes/services are up to date and to make sure they are keeping track of current goals/tasks ahead.

Flexible Rental Assistance:

■ ■

CM’s will enter in Rental Assistance daily and to check at the end of the month that Rental Assistance Director of Programs verifies with CM's that everything is entered in SF for the prior month. At this point, it's communicated that if they have more to enter, it needs to go through the Director of Programs. The Director of Programs then needs to let the Bookkeeper know if there is something else.The Bookkeeper tags opportunities to services (See Kitsap Treatment Grant Reporting Dashboard)

has been recorded correctly.

■ ■

The Bookkeeper reconciles rental assistance

Aftercare Client Exit/Discharge/Graduation When a client exits Aftercare, the appropriate case manager will complete either a client exit/discharge form or a graduation form. They will save this information in the client’s “Files”. A service note will be made saying they “Exited Aftercare”. They will also capture the client’s details/information so that if this client eventually re-enters aftercare, we will have the old information so that outreach can use it as a reference when they re-enter new information. There is a printable view button on the contact record. Go to client contact, details page and then print page to capture the intake. Then right click the client’s program page and print to PDF the Aftercare Details/Details/Vulnerabilities page. Please make sure not to print to PDF all their service notes as well, only select the appropriate intake information for printing. Then save these into their “Files” as “Outreach details” and “Aftercare details” before writing over the fields with new values if/upon their re-entry to the Aftercare program. Name the “Outreach Details” file with the

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Outreach start Date, not the end date. As a reminder, when naming files, use: main category--year--month--client initials. For

example: Outreach Details for 2023-01-17 2025-04-01 JG. If a graduated client reaches out or comes to future peer events, etc., please create an aftercare service note for them under Service provided: Graduate connection (service post graduation). Please take the time to also complete/review/change their outcomes if applicable and complete an evaluation. In order for us to track longevity, stability and recidivism, we will be following up at the one year mark of their graduation from the program at minimum. However, if we know or have information in between that 1 year mark, that gives a clearer picture of their progress and the impact our work together has had. A reminder will be sent to the Director of Aftercare from SF for follow up. At that time, it wil be determined who the best person is for follow up.

Mentors At the end of each month, mentors submit their monthly reports which captures how much time they spent with their mentee. Please save this in their “files” tab beginning with Mentor Report: Month and Year. Once we determine how much time they spent with their client, we will search for their name or look them up on the volunteer’s contact page, go to the section entitled “Related” and then plug information in under “Volunteer Hours”. Click New, add date of last day of the past month, total number of hours spent with that client that month, any important notes to mention and under volunteer type: “mentoring”. Please make sure to categorize volunteer mentors’ status if necessary (ex. current or former).

Sending Emails to Mentors

Emails can be sent through a Contact List Email. ● Navigate to the Active Mentors contact list. For mentors to appear on this list they need to have the following on their contact record (found on the volunteer tab on the contact page): ○ Current Volunteer Activities including Mentor ● Select all the contacts you want to send to using the checkboxes on the left side of the screen, you can select all or pick ● On the top right, you will click “Send Email”. If you are unsure how to use List Emails, please see this video starting at minute 11:00 for details on merge fields and creating templates.

○ Volunteer Status = Active or Staff

individually

Salesforce App for Mobile Download to your phone in order to increase ease in case noting when on the go. Make sure that your phone has the appropriate

safety features in order to protect confidentiality and privacy.

Introduction to Salesforce Systems Salesforce is the encrypted data system that Scarlet Road uses for confidential program, client-connected and development based information. Salesforce is an American cloud based software created by a company from San Francisco, California that provides data management services that are buildable for the diverse needs of businesses and non-profit organizations. For Scarlet Road Outreach staff, Salesforce is the home for intake paperwork, service/case related notes; it gives us the ability to connect emails to specific clients and offers safe ways to have electronic conversations about our client’s needs. As a part of our work, it is essential that we become fluent within the Salesforce systems so as to create accurate records about our interactions with our clients and the broader

Outreach Navigation

community.

Signing into Salesforce

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Your sign in name will be your Scarlet Road email address. Upon the first time signing in, the page will direct you to create a

password based on specific criteria. Upon Signing into Salesforce Systems

Notice: the 3x3 dotted block located in the top left corner. When you click on this icon, assigned apps within Scarlet Road’s Salesforce system drops down into list-view. The OUTREACH app is the home for all of the outreach program staff’s database activities. Just

click on it to continue…

Notice: the circle icon on the top right corner of the page. This is your user icon. When you click on it you have a quick way to LOG OUT and also have access to SETTINGS where you can upload a photo of yourself, or change your DISPLAY SETTINGS.

Notice: The bell icon at the top right corner of the page. This will show your notifications when another user tags you in a “chatter” text. These “chatter” texts will also alert you in your updates folder of your Scarlet Road email.

Notice: The question mark icon at the top right corner of the page. This is your go-to if you have Salesforce questions that you cannot

answer immediately.

Notice: The gray plus-sign at the top of the right corner of the page. This is where your GLOBAL ACTIONS live. Global actions are the most

common ways that Salesforce is used by specific programs.

Notice: The STAR icon at the top of the right corner of the page. This is your FAVORITES icon. By clicking on the down arrow attached to the star, you can see what your current favorites are set to show. At the bottom of this drop down you can edit your favorites, to be

able to quickly re-find your most frequently used pages. It is Recommended to Assign the Following Pages to your Favorites:

● Quick Outreach Intake ● Quick Outreach Intake, Unknown Name ● The Dashboard Assigned to your Name ● Programs without Services

● Programs

● Stories

Notice: The PENCIL ICON at the top of the right corner of the page, right below your personal photo icon. By clicking on the pencil, you can personalize your navigation bar for a more organized structure of your most needed apps. Outreach Client Based Functions: prior to inputting a client that is new to you, search their name in the SF search bar. If no contact/program exists, then proceed with the intake as follows. Quick Outreach Intake & Quick Outreach Intake, Unknown Last Name**

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This is the page where advocates can enter someone new into the Salesforce system. When a new client is referred, this is step one **For referrals where the referring party cannot give the name for the person being referred, the QUICK OUTREACH INTAKE, UNKNOWN LAST NAME will be used to input this client into the system with the first name “UNKNOWN” if not known, or with the first name if available. The rest of the steps are the same as they would be with the QUICK OUTREACH INTAKE form. This page is a fillable form that asks for basic identifying information. It is important to get as much of this information as possible when receiving a referral. It may be impossible at the time of a referral to get some of the information, due to HIPPA laws that other providers are bound to follow. For referrals that are not in person or for those being referred by a third party provider, you do not need to ask for CLIENT ETHNICITY or LEVEL OF EDUCATION because this information is best gathered directly from the client, in person, when

to gain access to intake paperwork, service notes, etc.

possible. Defining Location Identifiers for Region at Intake: Kitsap Region: includes cities as North as Bainbridge Island and as South as Port Orchard. (Kitsap County)

Region at Intake: describes where the client is living at the time of the referral.

Greater Washington State: Outside Washington State: Includes all cities outside of Washington State

Includes all cities within Washington State

Assigned To: has a drop down that lists all program staff at Scarlet Road. For clients who are 24 years old and under, they will be assigned to the name of the youth advocate. For clients who are 25+, they will be assigned to the name of the adult advocate. For the Quick Outreach Intake to be saved and completed, all data points with a red asterisk must be filled out. To save this

information, press the NEXT button at the bottom of the page.

Programs When you click into the PROGRAMS page, you will see a long list view of past client connections. Next to the word PROGRAMS, there is a down arrow that will give a list view for users. In this section we will explain the list view options within the PROGRAM

page.

Active and Periphery Aftercare Clients Clients who are ACTIVE in Scarlet Road’s Aftercare Program are regularly attending case management meetings

and working toward their pre-set stability goals. Clients who are labeled as PERIPHERY, have shown a pattern of disconnection from regular Aftercare involvement and progress toward their pre-set stability goals. Clients in Periphery are at risk for exit from Aftercare, if improvement does not occur. It is important for Outreach Staff to be aware of PERIPHERY clients, because once they are exited from the Aftercare program, it will be the Outreach team’s job to re-engage with crisis/stabilization support, if this would be helpful. Clients within this category will be discussed at the once per month combined

Outreach and Aftercare team meetings.

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On this page you will see the clients organized with the following labels: Includes the clients first and last name and start date. The day they began Aftercare support. There is an arrow next to this category to help organize dates in ascending or

Program Name: Aftercare Start Date:

descending order. The name of their assigned case manager Incentive points earned in Aftercare through active and consistent

Assigned To: Total Incentive Points:

participation. The client’s current status in Aftercare. The stage of the client’s participation in the Aftercare program.

Aftercare Status: Participation Level:

Active Outreach Clients Clients on this list are those who Scarlet Road has met or served within the past 12 month period.

Clients may be moved from Active to Inactive if: 1. They have been identified as a non-exploitation survivor 2. They have been identified as a pre-exploitation survivor but have little risk of exploitation since our connection due to having established a strong support system (s). 3. They have moved out of the state of Washington. After a client has been inactive/out of communication for 1 month, the outreach advocate should use the client’s recorded contact information (phone or email) to reach out and see how the client is doing and if they would like to try and connect again. If the client responds and says yes, the advocate can work with the client to schedule a next appointment. If the client does not respond within one month, the client can then be moved to inactive status with an end date of “today.”

4.

5. At the discretion of the Outreach Supervisor. On this page you will see the clients organized with the following new labels: The date of the client’s first connection with Outreach The date the client moves to aftercare, or is moved to “inactive” The Outreach status of the specified client The Outreach Advocate that is assigned to this client

Outreach Start Date: Outreach End Date: Outreach Status: Assigned To:

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All (List-View) This list-view of clients gives you reference to all clients from both Outreach and Aftercare programs. There are few times

Last Service Date: **Many of these organizational labels have a down arrow to help group the

Last date of service/case note for the specified client

categories of result.

where this list will be helpful to Outreach staff. Discharged from Aftercare This Year (List-View) This list-view of clients gives you reference to all clients who were discharged from aftercare in the current year. This may be helpful as advocates strategize their connections with clients in a way that may help them to re establish support at Scarlet

Road, after a season of disconnection. Programs without Services (List-View) This list-view of clients shows you which clients have been entered into the Salesforce system but who do not have a service note attached to their program. This list helps advocates to make sure that all service/case notes are being entered before ending the work-week. Please note, if a client is input into SF, and given a first service note, but the note includes “no service provided”

the client will stay on the Programs without Services list. Recently Viewed (List-View) This list-view of clients shows you which clients you have recently viewed. This is a easy way to find clients that you have previously worked with for updates on case notes or quick reference to their file information.

(Fill in the Name’s) Outreach Participants & (Fill in the Name’s) Aftercare Participants There are multiple list view options that have specific names attached to them, designating advocates/case managers who are the assigned direct support for clients. This gives each advocate and their supervisor an easy way to directly link to the clients

who are assigned to specific staff. Notice on Program Page: The THUMBTACK ICON located next to the title of each program list-view allows you to

pin the list view for easy retrieval. NEW PROGRAM allows one to create a new program from the program page. This tab should not be used at all for

Outreach staff. The SEARCH BAR to the right of the program list-view page allows you to search a client by name. The DISPLAY AS TABLE icon, located to the right of the search bar allows one to change the list view into different visual

chart options. The CIRCULAR ARROW icon allows you to refresh the current program list view page The PENCIL EDIT icon is a tab that is unusable to Outreach staff.

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The CHARTS icon is also not a tab that will be used by Outreach staff. The FUNNEL icon gives the option to create filters to create a new list view option. If you need a new list view option,

please discuss this with your direct supervisor.

Completing a New Client Intake for Referral to Aftercare After creating a new client in the Salesforce system, it is important to save the information gathered in each client connection to their file on Salesforce. After completing a QUICK OUTREACH INTAKE, go to the search bar and input the client's name. Two options will present, one with a WHITE HEART, PINK BACKGROUND icon for their program page (this is where files, service notes, overview of client’s info, etc. is documented and located) and the other with a PURPLE FILE icon; select the PURPLE FILE icon to get

to the DETAILS page. The DETAILS page is where Outreach staff record intake information for new clients who are being considered for aftercare support or for an outside referral. Every text box should be completed before alerting the supervisor or Aftercare team about a referral to

the Aftercare program. Guidelines for Completing the Outreach Intake Form (Details Page) **Some text boxes have a hint icon that looks like a lowercase “i”. To look at the hint, just click the icon

Contact Details 1. “Preferred Nickname” is where we put any name that the client would prefer to be addressed by that goes outside of their

legal name. 2. “Age at Intake” needs to be inputted manually, it is not calculated by adding in the birthdate. This box is connected to a

necessary program report, so it must be inputted. 3. “What year did you graduate” is referring to high school graduation. If they have not graduated high school or haven’t earned a GED, write N/A. For any data point that isn’t applicable, write N/A. 4. The text box labeled “Description” is the only box on this form that may be left blank.

Referral Details

Family: Friend/Community Member: Incarceration: Law Enforcement:

Service Provider:

Referred by a member of the client’s family An unrelated person to the client or acquaintance Referrals from unbroken curriculum at Juvi or Juvi school staff Client has been connected to SR through jail, prison, or juvenile detention Doctors, nurses, pregnancy related, etc. Spiritually based / faith based resources K-12 staff/volunteers, college staff/volunteers When a client calls without being referred by someone else Other community-facing service providers (mental health counselors, lawyers, court-related,

Juvi School:

Police, detective, special agent, etc.

Medical: Ministry: School: Self:

Salvation Army, etc.) Staff or volunteer point person

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SR Client Past/Present: SR Outreach: Contact Information Facebook ID and Facebook Not Safe: Only input facebook ID if they would like to be added to the facebook advocacy page. Click FB not safe if they have identified their facebook as in danger of being hacked, controlled or shared with others.

Clients who were a part of SR programs at any level Proactively met first by an Outreach Advocate at SR

Mailing Address: never include the full address of any client. We do not list full addresses to protect clients in case of a forced legal disclosure of records. Mailing street and zip code remains an empty text box.

Address Information

Program Demographic Text boxes that describe “other” categories, like “other relationship status” or “other religious preference” are only to be used when applicable information exists to enter; otherwise N/A is inputted in this space. Ethnicity & Gender: These categories are meant to reflect the client’s self identification

State Recognized Disability: Disabilities where the client receives financial support through SSI or other benefits related to their disability

General Quality of Health: Chronic Health Problems: Family History Details Yes or no questions about the client’s dependents and potential dependent needs related to childcare.

Client Health Information

Physical, mental health, diagnosed and undiagnosed

This is from the client’s self-disclosed perspective

“Visual Evidence” Questions are from the perspective of the advocate. These questions do not need to be asked, this is asking if the

Life Style Details advocate can see this evidence through observation. “Self Identified” Questions are from the client’s perspective. The advocate asks these questions directly to the client for them to

answer.

SE/Trafficking Confirmation (pop up definition) using force/fraud/coercion to induce a commercial sexual act (ie: trading sex for anything of value) or occurred before the age of 18. (choose from the following) ● Not confirmed/ unknown - unsure whether exploitation has happened

Exploitation / Abuse History

● Non sexual exploitation- not sexual exploitation ● Pre-sexual exploitation- grooming behavior noted ● Confirmed exploitation- something of value has been given/exchanged for a sex act or sexual content ● Confirmed SE & Sex trafficking- confirmation of the definition listed above (force, fraud, coercion and/or under the age of

18)

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Labor Trafficking confirmation (pop up definition) The recruitment, harboring, transportation, provision, or obtaining of a person for labor services, through force, fraud, or coercion for the purpose of subjection to involuntary servitude, peonage, debt bondage or ● Not confirmed/unknown- unsure whether labor trafficking has occurred ● Pre-labor trafficking- red flags and signs of potential risk to labor trafficking identified ● Confirmed labor trafficking- confirmation of definition given above ● Bonded labor: when their labor is demanded as a means of repayment for a loan or service in which its terms and conditions have not been defined or in which the value of the victims’ services as reasonably assessed is not applied toward the liquidation of the debt. The value of their work is greater than the original sum of money “borrowed.” ● Forced labor: a situation in which victims are forced to work against their own will, under the threat of violence or some other form of punishment, their freedom is restricted and a degree of ownership is exerted. Forms of forced labor can include domestic servitude; agricultural labor; sweatshop factory labor; janitorial, food service and other service industry ● Child labor: a form of work that is likely to be hazardous to the health and/or physical, mental, spiritual, moral or social development of children and can interfere with their education. This could be in debt bondage, forced recruitment for armed conflict, prostitution, pornography, the illegal drug trade, the illegal arms trade and other illicit activities around the ● Restaurant industry labor: Work that violates labor laws in the restaurant industry ● Agriculture/field labor: Work that violates labor laws in the agricultural industry ● Hotel/motel/janitor: Work that violates labor laws in the hotel/motel/janitorial industry ● Tourism/service industry: Work that violates labor laws in the tourism and service industry ● Domestic servitude: Domestic servitude typically involves victims working in a private family home where they are ill-treated, humiliated, subjected to unbearable or unfair work conditions that violate labor laws. Guardian Family Member Involved in SE: this question can be answered in many ways. Was the parent/guardian/family member involved in the client’s exploitation abuse as an abuser? Was the parent/guardian/family member involved in the client’s

slavery. ● Non labor trafficking- not labor trafficking

Labor trafficking type:

labor; and begging.

world.

exploitation history as an additional victim? Abuse Triggers We Should Be Aware Of: This is to note the client’s awareness of abuse triggers that they experience. Child Show Signs of Aggression: Confirm or deny the presence of aggression in the child. If confirmed, list the timeline since this began and any details that connect to the manifestation of aggression currently. Made you Vulnerable to SE/SA Acts: This is meant to be from the client’s perspective. Guardians of Care Abuse: allows a second opportunity for the client to describe any involvement their parent/guardian had in their

abuse or the abuse that their parents experienced as victims. Miscellaneous Information This part of the form is meant to be completed by Aftercare staff. This section of questions offers a voice to the clients who feel like they had a less than favorable experience when met by Outreach Advocates. This gives the Outreach Supervisor the ability to facilitate opportunities for repair with a client whose perception was less than favorable of their beginning experience in Outreach. This offers an innate honor and respect to the experiences perceived by the clients that we serve.

Introduction to Salesforce Dashboards

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On the main navigation bar in Salesforce, when you click on the Dashboards tab, it will bring you into the DASHBOARDS page where you can see the various options for Dashboard data views. Each staff member will be assigned a self-named dashboard. This page will house important information connected to the responsibilities of your position.

Important NEED TO KNOWS about Dashboards 1. You may need to refresh the Dashboard page to see the most accurate information in this area. You can only refresh once

per minute. 2. Should you wish, you can click the SUBSCRIBE button on the top right of your dashboard. This will bring up a window where you can schedule automatic refreshes of your dashboard as well as a subscription to receive email alerts when the

scheduled refresh takes place. 3. Each box within the dashboard has a title and shows specific data connected to this title. To see an individual report more fully, scroll to the bottom of the box and click “View Report”, this will open a new window with the full report. 4. The CY OUTREACH: CLIENTS DASHBOARD shows data connected to client numbers for the current year. The PY OUTREACH: CLIENTS DASHBOARD shows data connected to client numbers for the past year. This may be helpful when in conversations about our work with friends and members of the community and to get a scope of how our services have

changed from year to year. Introduction to Programs As noted, the PROGRAMS (WHITE HEART, PINK BACKGROUND) is where staff can see the time the client has been in program, the last service date, assigned staff member, files uploaded, service notes, and a brief overview of concerns and contact information for the client. To complete service notes, staff can click on the client’s program after typing their name in the search Once in the client’s program, the advocate is able to create service notes to document ongoing care.

box.

Creating a New Service Note 1. The advocate clicks on “New Outreach Service” 2. A form will appear and the staff member will fill it out appropriately. 3. Interaction type depends on which program is inputting the note - outreach advocates select “outreach.” 4. Date is the day that the service occurred, not the day the staff is inputting. Please note: staff should input service 5. Visit type: select the most appropriate option for how staff engaged (or did not engage) the client. a. Client - email: if the client reaches out to the advocate via email contact to their direct email or if contact occurred via the “paving the way” or “help” email. b. Client - in-person: when the advocate and the client meet face-to-face c. Client - messenger: when the client and advocate interact via Facebook Messenger d. Client - no show/no direct connection: when the client contacted the advocate or advocate contacted the client, but contact was not made or if staff went to visit the client at an offsite location and they were not available, or did not appear for the meeting, or if the advocate calls the client and leaves a voicemail but e. Client - phone/video: contact occurred either via phone call or text message and contact was actually Non-client communication: anytime the advocate receives or exchanges contact with someone who is not the client themselves. This could include housing, legal, LE, MH, medical, etc.

notes as close to the day they occurred as possible.

does not make direct contact

made

f.

28

6. Service location: where the client is located when the meeting happens. Please note, when contact occurs via a a. KCJ, Kitsap County Juvenile Detention, MCCCW, WCCW: these are used to identify at which space of b. Scarlet Road Office: any service, planned or otherwise, that occurs at the SR office c. Off-site: any service that occurs out of the SR office and not at a place of incarceration (i.e. coffee shop, d. Not applicable: phone calls/texts with the client or when non-client communication occurs 7. Minutes on service: how long the interaction was. Example: if the service was two hours, the format would be 120 8. Currently court-involved: click this box when the client is working with the court system (jail/juvi, child 9. Currently incarcerated: click this box if the client is currently incarcerated. Please note, if they are currently incarcerated at the jail/juvi level, they are also court-involved. 10. Service provided: select the appropriate indicator, push the arrow to move it from the left to the right. Please select the best option from the list of definitions provided below. 11. Class attended: not typically necessary for outreach clients except for those on the aftercare waitlist. 12. Case note details: this section should be completed as thoroughly as possible and should include the outcomes of the service provided, any direct quotes, and the advocate should note in this section if files have been uploaded to

phone call or text message, please select N/A. incarceration the service took place

library, park, etc.)

minutes support/CPS, criminal trial, vacating charges, etc.).

the client’s program related to the service provided.

Definitions of Services Provided ● Communication: any form of contact about a client when engaging in non-client communication or with a client when it comes to scheduling, crisis management, safety planning, or advocacy of any form. Additional resources contacted should be selected as well (i.e. LE referral out, legal, housing, medical, crisis management, safety planning, etc.) ● Continued outreach meeting: when the advocate has already done the “initial meeting,” this option is the best selection. ● CPS: anytime an advocate files a CPS report or talks to anyone who may be part of a client’s new or ongoing CPS case. ● Crisis Hotline: any phone calls, text messages, or voicemails received on the hotline number. ● Crisis Management: anytime an advocate engages in motivational interviewing, suicide intervention, de-escalation techniques, grounding techniques, harm reduction, or simply gives a person room to be heard via a phone call, in-person, or ● Drop In: this should be selected when a client comes to the office and utilizes specific drop-in hours. ● Education: this can be related to a client’s pursuit of education (financial aid, Stolen Youth’s Empowerment Fund, college ● Employment: anytime a client is referred to an employment resource such as Skookum, WorkSource, USAJobs, or is given a ● Enrolled in Stabilized program with case management and housing: this is selected when a client has gone to a program ● Explanation of aftercare: this can be offered from the initial meeting until the hand off to aftercare as a way to invite the client to understand services, and should be selected again when the client is given the Agreement to Services document ● Federal/state/tribal benefits: if a client may receive support with application to any of these resources, or referrals to ● Financial advocacy: this would be selected when the advocate applies to financial resources (such as the Ginny Fund) on behalf of the client or if the client is referred to other resources or the advocate calls other resources on behalf of the

via written communication with a client, potential client, or contact.

options, school connections at any grade level, etc.). connection to how to maintain employment, job training, etc. that offers these services OUTSIDE of Scarlet Road.

prior to committing to engage with long term support. things such as HEN, TANF, EBT, SNAP, etc.

client. ● Group: anytime a client attends a group offered through Scarlet Road (Bible study). ● Housing: any contact with a housing resource the advocate has on behalf of the client, or from a housing resource to make ● Housing Referrals: when the advocate gives names and/or numbers for housing resources to the client.

a referral.

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● Immigration related resources: when the advocate connects with resources directly related to immigration needs (legal, KIAC, IRC, etc.). Additional resources should be selected to appropriately reflect which resource was utilized. ● Initial meeting: the first time the advocate and client meet. ● Law Enforcement: any engagement with LE which may include taking a referral, consulting about a specific client (with a ROI), receiving information about client or area of concern from LE, any continued follow up with LE. ● Law enforcement referral out: should be selected when LE is contacted by the advocate or the client alongside the advocate, or if the advocate and the client go to LE precincts to seek support, also when 911 is called to report anything. ● Legal: any time a lawyer, prosecutor, defense attorney, therapeutic court contact, peer support specialist, compliance ● Life skills: any sharing of information related to basic life skills from the advocate to the client. ● Medical: any connection with medical providers on behalf of or alongside the client, as well as referrals received from ● Medical/Mental health referral out: anytime the advocate refers the client to a mental health provider - in-person, virtual, or through the incarceration system - or to designated crisis responders. ● Mental health: any connection to MH on behalf of or alongside clients as well as referrals received from MH staff (emails, ● No service Provided: when the advocate may have attempted to contact the client, or just learned a piece of information about the client. This should be selected in tandem with the resource that the information came from (legal, LE, MH, etc.). This may also be used when the advocate attempted to visit the client in incarceration, in-person, or via technology and the ● One Heart Wild: any referral to, contact with staff, or paperwork shared with the client regarding One Heart Wild. ● Other: anytime the service provided or the service provider does not fit under one of the other available options - this ● Peer event: this is selected when the client attends a peer event, such as Christmas or the bi-monthly activities. ● Reenrollment: when the client has been disconnected from services and reaches out to reconnect. ● Referred to SR Aftercare: this should be selected only one time after the continuum of care team has collaborated along with the client giving consent and agreeing to services and the warm-hand off is completed. ● Ride support: anytime an advocate transports a client from one place to another using the advocate’s personal vehicle. ● Safety Planning: encouraging a client, potential client, or contact to utilize available resources to engage safety. That may include crisis management as defined above, harm reduction strategies, mental health referrals, Designated Crisis Responders, referrals to organizations that may help fund a safe exit (Rescue America, Safe House Project, etc.), connection to LE or medical support, etc. All appropriate referrals should be marked in addition to safety planning when recording in ● Screening Tool Offered: anytime a client has been offered the screening tool while utilizing a different service provider. Example: the screening tool that is extended to youth at juvenile detention anytime they go through intake. ● Spiritual support services: referrals to places of worship based on the client’s preferences. ● STYT: if the client attends the Stronger Than You Think group. The person facilitating the group should create this service note, and if they cannot, they will alert the advocate of the need to create the note for the advocate to input. This would only be appropriate for clients currently on the aftercare waitlist. ● Substance abuse: this should be selected when a client is engaging with or hoping to engage with a substance use disorder provider (SUDP) or support group such as NA or AA, and the advocate offers connection to that resource, or offers the ● Tangible assistance: anytime the advocate gives the client any type of tangible resource such as hygiene items, bus tokens, ● Unbroken Referral: this is selected when the client the advocate is working with begins engaging care as a result of an ● Walk in: when a client comes to the office unannounced or unexpectedly. ● Yoga: anytime a client attends the yoga class offered through SR.

officer, etc. is contacted with or on behalf of a client.

medical staff (emails, calls, drop-ins, etc.).

calls, drop-ins, etc.).

meeting did not take place.

service should not be used frequently.

SF.

client support with maintaining sobriety. clothes, books, journals, snacks, etc. Unbroken presentation or adapted version.

Uploading Files

30

PROGRAM, click on or hover over “Files” and select “Add Files.” This will open a window to upload the appropriate document. Click on “upload files” and select the appropriate file from the advocate’s documents on their computer. This requires that the advocate has previously scanned, saved as PDF, etc. the document needed. Once uploaded, the advocate can rename the file by selecting the drop down menu (down arrow) at the end of the file description, select “view file details,” select “details” once in the details review , click the pencil icon next to “title” and edit as appropriate. For anything uploaded here, the client’s initials can be used to name the

Files that should be uploaded include KITE Requests, ROIs, email exchanges, assessments, etc. To upload files in the client's

file. For example, “JS KITE Request” or “JS ROI.”

Trainings get created in two ways, first, through the Speaker Request form (FormAssembly) on the website. Secondly, manually from

Tracking Trainings in Salesforce

the Account page. Scheduled Trainings:

Make sure the account is tagged with Type and Industry

Training Types:

Surveys is an object that is tied to the Training object. You can create new Student Pre-Surveys and Student Post-Surveys by navigating to the Training page and using the buttons on the top right.

Tracking Surveys in Salesforce

Stories Each program staff member is required to enter a client-connected story into Salesforce at least one time per month. These stories are used by our development team in fundraising and media based information to Scarlet Road supporters. Stories help to connect the community to the important work being done at Scarlet Road, and to better understand both the victories and the challenges for

survivors in the span of their process of healing. Tips on Creating Stories ● Share powerful quotes from clients ● Share written works that the clients have created (poetry, stories, testimonies) ➢ We do not ask the clients for these stories but if they share some content with us in conversation and it feels appropriate, you may ask if you can copy it to have it used in marketing materials confidentially. ● Share snippets of interactions, victories and challenges that have taken place in the lives of your clients (or their ● Do not worry about changing the name of the client in the form, the development team is responsible for this action.

family/support systems).

Creating a Story 1. Click Stories tab on your navigation bar or favorites 2. Click NEW in the top right corner of this page 3. Date used externally is an action for the development team. If you are a part of Outreach or Aftercare, ignore this data box. 4. Contact: Identify which client this story is connected to; this helps the development team to ensure that we are using a 5. Authors: it is important to give credit to whomever wrote the story. If this story is from the perspective of the advocate or case manager who observed this experience, list your name. If the writing is directly from something a client created

diversity of client stories throughout the year.

(wrote), please designate their name here.

31

6. Story Program: list which program this story was connected to; was this an Outreach engagement or an Aftercare connection. If you aren't sure, please ask your supervisor. 7. Date Estimated on the story happening: The exact date is not necessary, just give a gist to when this occurred. 8. Where/When shared with supporters: This box is for the development team, after use of a story. This helps to ensure that 9. Draft/Story, Original Quote: this is where we write the story/quote. It does not need to be perfect, this is just a place for the content to be saved. The development team will use creative license in the ways that it is used. 10. Final Story/Quote: This is the final product of the development team’s edits for the use of marketing materials and public 11. Click SAVE to save your work. After saving you will see a list view of stories that you have entered previously with the new

we are not overusing stories.

shares. story in the list.

General Development Navigation

Email Newsletters

1. Create Email in iContact 2. Create campaign in SF: a. Record Type: iContact b. Name: YYYY-MM-DD Newsletter: [Brief description]

c. Active: checked d. Type: email e. Status: In Progress f. End Date: Date to send g. Description: Longer description, especially helpful when sending several similar emails to different segments

3. Create report in SF: a. Go to Reports tab b. All Folders> SR Admin Reports > Email Newsletters c. Find a report that pulls data similarly to how you want to pull, Save As, modify as necessary d. Run the report and then Add to your new campaign 4. Create Newsletter in SF from iContact (Here is a video on how to move the iContact template to Salesforce)

a. Navigate to Setup in SF b. Under Administration, click Email c. Under Email, Click Classic Email Templates d. Navigate to the folder you want (probably this year’s iContact emails) and click “New Template” e. Select Custom (without using Classic Letterhead)

f. On the next page:

i. ii. iii. iv. g. If you want to put in merge fields, use the Select Field Type for this. Typically Informal Greeting on the Account is a h. In the HTML Body section, paste in the HTML code from iContact Click next and you can leave the text-only version blank, it will automatically copy over if blank

Check available for use Type email template name: YYYY-MM-DD Newsletter Subject: this is what will go out as the subject

Type in brief description

good one to use

i. j.

Then click save

32

k. From here, be sure to “Send Test and Verify Merge Fields” even if you do not have merge fields. This ensures that everything looks good. Don’t just use the preview here. Sometimes there are erroneous question marks that get in that only show when it’s sent, I don’t know why this happens, but it’s what happens. If there are question marks, return to iContact. Backspace where there are question marks and then re-do steps h-m. If everything is good, you are good to go, move on to the schedule sent in SF

l.

k. 5. Schedule Send: a. Go to Campaign Page, Click iContact Send on top right c. Template: Name of newsletter d. From Option: select appropriate name e. Make sure checkbox for storing statistics is checked g. Either send immediately or schedule time to Send Later. I often schedule for Tuesday around 5am.

b. Folder: iContact Templates

f. Certify with your initials h. Click Send to Campaign Members

VIDEO: Training on how to create a campaign, the report and send a list email in SF.

Sending List Email

Click and Pledge Mapping Click and pledge appeals are managed through Templates. There is a URL ending in /hope which is used for appeals, there is a separate campaign in Click and Pledge that give the SKU Appeal to all the gifts. Those then go into SF and the campaign is mapped to the current appeal. Depending on what the Director of Development wants to track. The general gifts can also be mapped to the appeal during that time. Or just the link specifically from the appeal email.

Freedom Partners Freedom Partners are local businesses who want to be an official partner of Scarlet Road. The process for potential Freedom Partners is as following: 1. They first will go to our website ( https://scarletroad.org/freedompartner/) where there is a link to the application (hosted in FormAssembly which maps the fields in the “Freedom Partner” section on the account 2. The Director of Development will receive a notification from Salesforce to follow up and conduct a meeting and a. Once a determination is made, the Freedom Partner Status field should be updated to the appropriate b. The Freedom Partnership Agreement should also be updated to include the determined plan for the partnership (eg. if they want to host an event, give a % of sales, what frequency of follow up they want). c. Key phone calls, in-person meetings and emails should be logged in the activity center on the account page in Salesforce. Also, the “Contact New Business Freedom Partner Application” should be marked completed and the Due Date changed to the date of completion. Any other relevant information should be updated on the Account and Contact page (ie. Additional contacts and affiliations, additional contact information, Current Interest/Involvement, Financial Capacity, Stewardship Plan, Recurring Donor, Staff 3. Follow up tasks should be created in Salesforce to manage the partner relationship. This can be completed by assigning an Engagement Plan (auto creates tasks based on the template selected) or by manually entering

page. ). determine if they will become a formal partner.

status.

Relationship)

tasks.

33

Salesforce Trailhead Training Modules

1. 2. 3. 4. 5.

Manage Engagement Plans Manage Donors, Tasks, Events, and Email Create and Manage Soft Credits Reports & Dashboards for Lightning Experience NPSP Workflow Diagrams

Click & Pledge in Salesforce

1. SKU Mapping. This is foundational for how data comes into Salesforce. Here is a great article with training on how to SKU 2. Click & Pledge Temporary Contacts. When someone donates via the Donate Now button on our website using our Click & Pledge donation processing vendor, if they are already in Salesforce then Salesforce puts them in a holding area called “Click & Pledge Temporary Contact” which is a tab along the top of the Salesforce tabs menu. You need to go in and process those Click & Pledge temporary contacts, which means either. 3. Click & Pledge Support/ Articles. Click & Pledge has some great webinars and articles on their website

Map.

● Help site ● Webinars ● They also have office hours most days where you can hop on a zoom call and have them help you troubleshoot for

free

Entering In-Kind Gifts

1. Navigate to the account who has given (typically a check if being entered manually). If it is a new account, create a new and 2. Navigate to the top right of the contact record and click on New In-Kind Gift 3. This auto populates today’s date in the opportunity name and in the close date fields. If the check is not dated today, please 4. Enter an estimate of the Fair Market Value in that field, Amount field should not be used 5. If the FMV was provided by the donor, then please check the box, In-Kind Donor Declared Value

enter all the relevant contact info

update the date in both fields to the correct date.

6. Please always enter a description of the gift.

Physical Mailings Scarlet Road pulls address lists from Salesforce for physical mailings. Physical mailings may include appeal letters,

Christmas postcards, save the dates. This is a multi-step process. 1. Create a campaign in SF with the Fundraising record type named “YYYY-MM-DD Campaign Name” and be sure to enter the end date as we sort campaigns by end date. 2. A(several) report(s) get made pulling the people to whom you want to send. These reports then get fed into the campaign by clicking on Add to Campaign from the report page. 3. From the campaign, you can click on Household Mailing List, this removes household duplicates from the mailing 4. From this report, you can Save As, modify the fields you want to use for your mailing, and export to excel.

list.

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5. If you are using bulk mail for your mailing, the NCOA address verification needs to have been completed within

90 days of the mailing (see steps below).

NCOA Address Verification

1. Pull SF Report: Contacts Report for NCOA Validation 2. Export Details Only to G:\Shared drives\Information Technology\Salesforce\Salesforce Exports and save as .xlsx 3. Navigate to Melissa.com (https://www.melissa.com/direct/direct-mail/ncoa-link) and click on Upload File Now

a. Select 48 month NCOA b. Complete the fields and upload the file 5. Extract to Salesforce Imports folder a. Codes from Melissa.com: https://www.melissa.com/tech/listware/listwarecodes b. The addresses in the completed file are the updated addresses a. Move the Contact Id Input column to the far left and name “ID”

4. Should cost $50

6. Modify the exported file: b. Rename Columns: i. c. Create a new column: NCOA Last Processing Date and enter today’s date d. You can delete the extra columns like RETRUN_CD and MOVETYPE 7. Do a contact update in Dataloader.io. If you want to keep the mapping as your test file, you need to have the exact same

Mailscore : NCOA Mailscore

e. Do not have empty columns number of columns and names ❏ Do a test file with one record (ie. row) ❏ ID: Contact ID ❏ Mailing Street ❏ Mailing City ❏ Mailing State/Province ❏ Mailing Zip/Postal Code ❏ NCOA Mailscore ❏ NCOA Last Processing Date

❏ Map:

Report filters for Mailing Lists from Salesforce for Bulk Mailings:

1. Mailscore = 1 or 3 2. Mail Opt Out = False 3. Do Not Contact = False 4. Contact Record Type = Supporter 5. Mailing Street not equal to “ “ Then sort by zip code so the 983’s can be separated from the rest for the bulk mailing Pulling the household mailing list from the mail merge: (video instructions here)

1. Navigate to the campaign with the campaign members for the mailing 2. Click on the carrot on the top right corner and select “Household Mailing List”

35

3. Save As in the SR Admin Reports folder> Mailing Lists and modify the fields you want to export

Categorization of Family Funds and Foundations

● If a gift is from a company that has a corporate foundation, like Puget Sound Energy Foundation, it should be booked as ● If a gift is given from a private foundation that does not have a business foundation that does not have a business tied to it, like Archarios Foundation, they should be classified as Organization and Foundation giving ● If a gift is from a family foundation, it can be counted as Individual or Foundation & Organization depending on the size of the foundation and whether or not all the foundation’s trustees are family members

Business Funding

Greater Giving

Notes

● In GG, Alternate ID is the Salesforce Contact ID ● In GG, Notes is the Contacts’ Salesforce Account ID Importing Sales into Greater Giving 1. First, Sales need to be imported into Greater Giving. This can be completed by logging into Greater Giving, Navigating to Sales & Payments>Import Online Purchases & Registrations is a couple to help keep the families together, but it is not critical. 3. Here is a video that I recorded with a couple examples. Here is a video tutorial I recorded on how to do the following steps. 1. Once you have imported the sales into GG, you can then go to Salesforce to enter them. In Greater Giving, click on View Sales, to see all the current sales and then at the same time, open up the list view Greater Giving Sales in Salesforce. This allows you to verify which have been entered into SF already before entering the new transactions. 2. First, search for the contact/account. If they are entered, make sure the contact information is current. If they have not been entered, enter their info. Unfortunately you cannot click directly into the contact details from the View Sales page in Greater Giving, so you will need to have a second tab open so you can open their contact record in GG to be able to update Salesforce. You can find contact info under the Supporters tab. 3. Once the account is entered and updated, navigate to the account page and click on “New Event Opp” a. Opportunity Name: Display Name - RHG MM/DD/YYYY

102 Webinar

2. There is a how-to video on importing:

. We typically do bring in the households when it’s clear there

Weekly Moving Transactions from GG to SF

b. Close Date: c. Total Amount Paid d. 2025 Restoring Hope Gala e. Reference is the Reference # from GG

f. 4. Open the Opportunity 5. Under Products, click Create New Product. It will ask you to choose a price book, select 2025 RHG a. Select using the checkbox on the left which items you want to add to the opportunity and click next b. Enter the quantity and the sales price for each unit.

Save

c. Enter the date. d. Save If a new Product needs to be created, create new product. Then Add Standard Price Book. Then Add to appropriate event Price Book

(Director of Finance can help with this if necessary) BULK Moving Transactions from GG to SF (steps used to enter night of event transactions)

36

1. Pull Account Data from GG a. Go to Supporters in GG, filter by those with role in this project, then click on the reports button b. Find SUP-01 and use the following settings to export

i. ii. iii. iv. v. vi. c. Then do a VLOOKUP to the last contact import file to pull those who have already been imported and then only select new contacts ( this step only applies after first time this is done for the year)

Microsoft Excel 2007+ All columns Members Only Show supporter notes, yes Show packages purchased, yes Show items donated, no

d. Import Contacts into SF Open dataloader.io in SF to do a Contact Insert e. Alternatively to steps c & d - contacts can be manually entered and updated with the following fields Supporter ID (GGOId field in Salesforce)

i. i. ii. 2. Pull Opportunity Data from GG a. SLS-10: Sales Export With Options Sales grid columns option Sort by date and then delete rows with prior dates b. Pull New Contacts This Week report in SF, export, move tab to SLS spreadsheet d. After Date Column, insert column and name it “Name”, insert this formula “=D2&" - "&G2&" "&TEXT(J2,"MM/DD/YYYY")”, then copy the column and paste as values. e. Create a column at the end and name it Record Type ID, fill all rows with “Event” Create a column after the Record Type ID named Stage and fill all rows with “Closed Won” g. Create a column after this with Primary Campaign Source, fill all rows with 2022 Restoring Hope Gala/ h. Create a column after this with Chart of Accounts, fill according to source type

All contact info

i. ii. c. V-Lookup to GG ID to Account ID

f.

7014M000001Xz7hQAC Business Funding Church Funding Earned Income Events Foundation & Organizations Government Funding Individual Funding 3. Import Opportunities into SF a. Make the OPP_OpportunityContactRoles_TDTM Trigger Handler Inactive before you run the upload b. Open Dataloader.io to import Opps and map to Account ID using prior mapping 4. Then merge duplicate contacts and also accounts if there are people in the same household and select the newest 5. At the end of the event/after the Gala, make sure 100% of contacts are entered (even if they do not have a

i. ii. iii. iv. v. vi.

vii.

c. Reactivate the Trigger Handler information for them! Otherwise, we have duplicate info here.

payment attached to them)

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Grant Navigation

General Grant Guidelines

Creating Grantor Accounts

File naming convention is YYYY-MM-DD NameOrAbrevofGrantor - NameOfDocument / Eg. “2020-09-10 PSE - Award Letter”

To create a new grantor account, select "Accounts" on the Nav bar, then click "New". Always select record type "Grantmaker" and click "Next"

New Account: Grantmaker ❏ Name the Account ❏ Select Type ❏ Add primary grantmaking contact if relevant ❏ ALWAYS check "Grantmaker" box ❏ Add Phone, Email, Fax, or Website of grantmaker if applicable ❏ Add Grant Contact Address (snail mail address for thank you cards, annual reports, etc) ❏ Add Description of granting organization (could be their mission statement) ❏ Create an Opportunity immediately if possible (see "Creating Prospecting Grant Opportunities" below) ❏ Naming convention is: Name of Grant Year

❏ Click "Save" at bottom of page

Updating Accounts

When updating the description of grantmaker account, add "updated month/year" to the bottom of the updated note

Creating Prospecting Grant Opportunities

When creating prospecting grant opportunities, in the Donation Information: Click “save” after updating each of the following:

Donation Information ❏ Name the Grant "Foundation name - Year" (Year we hope to receive the grant) ❏ Link to the Account of the Grantor, if no account exists yet, create it! ❏ Select Primary Campaign Source (most often "Foundations & Organizations")

❏ Change Stage to "Prospecting" ❏ Select Close Date of 1/1/(Year) ❏ Leave Grant period start date, end date, and amount blank

Forecasting ❏ List Requested Amount, if you have an amount you intend to request ❏ List Estimated Amount to Receive (just a guess) ❏ List Probability that any grant amount will be awarded (just a guess) ❏ Leave Anticipated Notification Date Blank

Information ❏ Update Description and Opportunity Notes with any relevant information

Designation ❏ Choose prospecting grant designations, if known

Grant Information ❏ Select the matching grant offering, if one exists ❏ If no grant offering exists, and this grant will be available more than one time, create a grant

offering

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❏ In Previous Grant/Gift Opportunity, select most recent grant received from this grantor, if

applicable ❏ Leave all other fields blank

Create Deliverables ❏ Create a Deliverable for the first step of the application process (Introduction, LOI, or Application)

❏ Enter Deliverable Name ❏ Select Deliverable Type ❏ Choose person responsible for completing deliverable ❏ Enter any applicable dates (open, target, or due dates) ❏ Enter Requirements/Notes if helpful (copy & paste from grantor material)

After Submitting an Introduction

Click “save” after updating: Donation Information ❏ Change stage from "Prospecting" to "Introduction"

After Submitting an LOI or Grant Application

Click “save” after updating each of the following: ❏ Change stage from "Prospecting" to applicable stage (" LOI Submitted" or "Application Submitted")

Donation Information

Forecasting ❏ Update Requested Amount with actual amount requested ❏ Update Estimated Amount to receive ❏ Enter Anticipated Notification Date (of next stage) For example: If submitting an LOI, enter anticipated notification date of invitation to submit an

application

Designation ❏ Update grant designations

Upload Files ❏ Upload copy of submitted LOI/Application

Update Deliverables ❏ Select "edit" for applicable deliverable ❏ Enter Close Date (date submitted) ❏ Enter any relevant notes ❏ Update Responsible Employee (one who wrote/submitted deliverable)

Add Stories ❏ In task bar above the opportunity, click on "Stories" ❏ Select story used in any communication with the grantor about this grant ❏ If the story has not been entered into SF yet, create New story ❏ Once in the story, on the Opportunities bar on the right side of the screen, click "New" ❏ Select the correct opportunity name and click "Save"

Designate Allocation(s) (on right) ❏ Create Allocation for each funds designation in grant budget

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❏ Enter dollar amount of allocation ❏ Enter allocation notes if helpful ❏ Enter estimated allocation start and end dates (these would likely correspond with the

anticipated grant period) ❏ Check “Restricted” if applicable ❏ Select Class, Designation, Account, and Staff Role if applicable (if unrestricted, select Class “Unrestricted”, and Designation “--None--”)

Log E-mails ❏ Log any e-mails to/from grantor If you received forwarded emails to/from grantor, check in the Activities section of the opportunity page to see if the original email has been logged. If it has not, go ahead and log the forwarded version. You may need to select the blue button “Show All Activities” to see past

emails.

Stage Definitions: Eligible - Scarlet Road MAY possibly be eligible for this grant, but we do not necessarily intend to apply this year Prospecting - Scarlet Road will explore the possibility of applying for this grant this year Introduction - Scarlet Road has submitted an informal introduction to the grantor (e-mail, phone, or in-person)

LOI submitted - Letter of Inquiry has been submitted Application submitted - pretty self-explanatory Pledged - Scarlet Road or an employee of Scarlet Road has been informally informed that Scarlet Road will receive the grant requested, either partially or fully. (Example: Phone call from grantor but no email or letter yet) Awarded - Scarlet Road has been notified in writing (email or letter) that we will receive partial or full funding Awarded and Final Report Complete - Grant period end date is in the past, all funds have been spent, final report (either formal report or informal letter) has been submitted to grantor Withdrawn - After submitting a grant application, Scarlet Road decided not to pursue the grant funds No Response - After submitting an introduction or LOI, Scarlet Road either received no response from the funder or was notified that our organization would not be invited to apply during the funding period Closed Lost - After submitting a grant application, Scarlet Road either received no response from the funder or was notified that the

grant would not be funded

Awarded Grants

When a grant is awarded, an email is to be sent out to the entire fundraising and admin team (Director of Development, Director of Finance, Grants Manager, Grant Writers, Bookkeeper and Engagement Coordinators). Engagement Coordinator is to send this email (including scanned award letter as attachment) if the award comes by mail (see notes for Engagement Coordinator below). Grant writer is to send this email if the award notice comes by email or phone call (see notes for grant

writer below). Grant Writers: When a grant is awarded: If the grant was unsolicited (surprise!), Grant Writer is to create account and/or opportunity. If the grant was solicited, Grant Writer is to modify the existing SF opportunity: Grant Writer to “save” after updating each of the following:

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Update Donation Information (on left) ❏ Add award year (same as close year) to end of Opportunity Name ❏ Enter Close Date (date notified of award, date of email or letter, if no letter or email, then date of the ❏ Add Grant Period Start Date and Grant Period End Date

❏ Change Stage to Awarded

check) ❏ Enter award Amount Update Files (center) ❏ Upload Award Letter/Grant Agreement to the google drive Grants folder ❏ Upload Award Letter/Grant Agreement (drag and drop) to the Files section of the SF grant opportunity

Update Grant Designation (on left) ❏ Update Designation Type if necessary ❏ Update Designation Program/Project if necessary ❏ Update Designation Notes if needed

Update Grant Information (on left) ❏ Add Grant Contract Number (if applies) ❏ Check box if Is Grant Renewal ❏ Select Previous Grant Opportunity ❏ Check box if Approval Required for Publicity, and add any relevant notes

Create Deliverables (center) ❏ Create Deliverable for each future Interim and/or Final Report, Acknowledgment, Receipt, Grant

Agreement, Etc. by clicking "new" ❏ Enter Deliverable Name ❏ Select Deliverable Type ❏ Choose Director(s) responsible (if grant writer responsible, leave blank) ❏ Enter any applicable dates (open, target, or due dates) ❏ Enter Requirements/Notes if helpful (copy & paste from grantor material)

Update Opportunity Details (center) ❏ Select director Responsible for Outcomes (if applies) ❏ To add Outcome Details, copy and paste all outcomes from the grant narrative. Also include any unique activities or goals that should be tracked. ❏ Create a task for the Director of Finance & Systems to create reports for this grant opportunity ❏ In the Activities Box (top right) click on the green box with a check mark icon. This will open a ❏ Click on the Subject line. In the drop-down menu, select "Create Grant Outcome Reports" Select a Due Date on a Friday approximately 1 month after the current date ❏ In the "Assigned To" line, clear your name out of the box, and type "Andrea Wilson"

"New Task" box

Commented [1]: @andrea@scarletroad.org I accidentally resolved your comment - but I will respond here. It is important to have the due date for building reports within the first few months of receiving a grant. While this is not necessary for every single grant, it is often helpful for the following reasons. 1) Many grant require quarterly or interim reports 2) During my quarterly meeting with program supervisors and Jana, we often look a outcome reports to ensure programs are on track with meeting grant If it seems more reasonable, we could change this language to "Select a Due Date on a Friday approximately 2 months after the current date" I am open to your thoughts on this, but it is helpful to have reports for many grants within the first quarter of

❏ ❏ Click "Save" Double check that stories shared are included in the Stories Box (center)

Add Account Soft Credits, if relevant Click New ❏ In Account line, search for account or create new account if needed ❏ Enter amount of soft credit ❏ Select Role from drop down menu Donation Source refers to someone who gave directly through a foundation

outcomes.

the grant period.

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Add Payment(s) (on right) ❏ Create New Payment(s) ❏ Enter Payment Amount ❏ DO NOT check "paid" ❏ Enter future Scheduled Date Updated Allocation(s) (on right) ❏ Create Allocation for each funds designation in grant budget ❏ Update dollar amount of allocation ❏ Update or Enter allocation notes if helpful ❏ Update allocation start and end dates (these will likely correspond with the anticipated grant

❏ Click "Save"

Influencer refers to a person who referred or recommended SR for the grant

period) ❏ Check “Restricted” if applicable ❏ Update Class, Designation, Account, and Staff Role if applicable (if unrestricted, select Class “Unrestricted”, and Designation “--None--”)

Engagement Coordinator: Upon receipt of the check: ❏ Verify address and contact information on the account ❏ Scan any supporting documents (such as letters, grant agreements, etc). Name the file according to the naming convention year.month.date Account name Grant Award Letter (example: 2024.12.31 Norcliffe Foundation Grant ❏ Upload all supporting documents to Files in Salesforce in the grantor account under the corresponding ❏ Upload all supporting documents to the applicable folder in the Grants drive ❏ Email a notification about the award to the grants team and attach any supporting documents

Award Letter)

year

❏ Enter payment in the grant opportunity ❏ Mark the Paid checkbox ❏ Enter payment date as the check date ❏ Scheduled date to be changed to the payment date ❏ Enter check/ reference number ❏ Enter payment method

Bookkeeper: When a grant is awarded, Bookkeeper is to create an invoice in QuickBooks ❏ The invoice date is to be the same as the close date ❏ Allocations are to be reviewed so that the classes can be appropriately marked in QB Bookkeeper upon receipt of the check is to enter in QB

❏ Payment with the date of the check Bookkeeper is also to enter the data in the Grants spreadsheet which is saved on the Grants drive

❏ Deposit date ❏ Check date ❏ Amount of award ❏ What the grant is for (pulled directly from Salesforce)

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Director of Finance and Systems: To Create Grant Outcome Reports for a specific awarded grant: ❏ In SF Reports, open folder, "Grants Report" and create or select funder name. Create or select grant award year. ❏ Create SF reports specific to each goal/outcome listed in the grant, all based on the grant period.

Interim & Final Reports for Awarded Grants

Grant Writers: Approximately one month prior to when an interim or final report is due, or when the grant period is complete: ❏ Review interim or final report instructions from the grantor and create draft report document including report If no instructions are given, create a business letter on SR letterhead ❏ Review all outcomes for this grant award. Outcomes can be found in the "Opportunity Details" on (center), in the original grant proposal narrative, and occasionally in a separate outcomes document or grant agreement. ❏ Many final reports include the following components:

questions/instructions.

Outcome Data ❏ In SF Reports App, locate reports folder for this opportunity ❏ Pull outcome data out of SF reports ❏ Pause and assess: Does the outcome data make sense? Is it close to initially projected outcomes? If not, request assistance from Grants Manager first, or Director of Finance and Systems second.

Outcome Explanations ❏ If an outcome(s) does not meet projections in the original proposal, request an explanation from Grants Manager first, or Director of Programs second.

Stories

❏ In the SF Stories App, select or create a story that aligns with the focus of these grant funds ❏ Check to ensure this story has not previously been shared with the grantor ❏ Record all stories included in the report in the Stories section on the opportunity

Photos ❏ Use photos from the google drive folder Grants> 1 - Basic SR Info and Documents> Photos> Photos for Grants, checking to make sure none of the same photos were used in previous communications with this

grantor Update Files (center) ❏ Save completed interim or final report in Google drive file and upload document to SF opportunity page

Update Deliverables (center) ❏ In Deliverables, add close date to this report deliverable

When final report is complete: Update Donation Information (on left) ❏ Change Stage to "Awarded and Final Report Complete"

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Lost Grants

If the Engagement Coordinator, Grant Writer, or Grants Manager is notified of a lost grant, they are to:

Update Donation Information (on left) ❏ Change Stage to "Closed Lost" Record notification of lost grant: If notified by mail ❏ Scan notification of lost grant and supporting documents ❏ Upload notification of lost grant and supporting documents to SF - Update Files (center) ❏ Upload notification of lost grant and supporting documents to the google drive Grants folder

If notified by email ❏ Print to PDF and upload to Files ❏ Pull outcome data out of SF reports If notified by phone call or in person ❏ Log conversation in activities ❏ Pull outcome data out of SF reports Email the grants team to inform them of the lost grant ❏ Attach notification of lost grant and supporting documents if possible

No Response Grants

If the grants team does not receive a response to an LOI or application, the grant writer should discuss with the grants manager the possibility of reaching out to the funder for information and suggestions for improvements for future proposals.

If the grants team receives no response to an LOI: Update Donation Information (on left) ❏ Change Stage to "No Response" If the grants team receives no response to an application: Update Donation Information (on left) ❏ Change Stage to "Closed Lost"

Finance Navigation

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Donation Entry Donations come from various sources: Click & Pledge/ online donations, checks in the mail, delivery in-person. We treat

each situation differently. The Engagement Coordinator is responsible for checking the mail, collecting the checks, entering the checks in

Salesforce. ● The account is searched for in the system ● If it is not entered, that account is created, all relevant data is entered and a task is created to thank new donor ● If the account is already in the system, the contact information is verified and updated if necessary. Periodically ● Then the New Donation button is clicked from the account page and the relevant information is entered. ○ Opportunity Name: The account name is autopopulated but the date needs to be entered, the format is: “FirstName LastName - Donation MM/DD/YYYY” ○ Close Date: the date of the check is entered here also ○ Recurring gift: checked if the account is a recurring donor and this is a normal recurring gift (is not checked if it’s a special gift such as a gala or year end gift extra than normal) ○ Primary Campaign Source: Entered as relevant, if just a normal recurring gift, this can be to business, church or individual, whichever account type it is. But if this is for an Open House or some other special event, you can tag it to the event or other activity so that we can track the performance of those ○ Description: space for you to make a note if necessary. Gifts from Click & Pledge automatically are mapped into Salesforce, they do have temporary contacts if there is a close

a thank you card task is created.

○ Amount: Amount of the gift

campaigns.

but not exact match.

Reconciling QB to SF

Issuing Refunds Salesforce Create Negative Opportunity in SF

QB Issue Credit Memo and then Write Check Year End Tax Receipt Letters 1. Reconcile prior year income between QB and SF. Verify all months 2. Use the PY Deductible Clean Up report in conjunction with list views (earned income this year or Donations Filtered) to make sure that all non-deductible amounts are entered for Trainings, Admissions and Purchases. 3. Make two new fields for prior year deductible and non-deductible amounts. See prior year field for filters (eg. 2024

Process:

Deductible Gifts.

4.

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In-Kind Gifts

Paper Process 1. Whichever staff/volunteer receives the In-Kind Gift from the donor needs to complete the In-Kind donation receipt form and give one copy to the donor and give one copy to Engagement Coordinator 2. Engagement Coordinator to receive In-Kind receipt and enter into Salesforce, upload In-Kind receipt to opportunity b. Use the New In-Kind Gift button at the top of the page c. Enter the estimated value in the Fair Market Value field (accounting speak for estimated value of item if purchased d. Primary Campaign source is same as our regular donations, so use Individual or Business or whichever is relevant e. Select In-Kind Donor Declared Value if it has been declared by donor or is a gift card that has a stated amount f. Enter an In-Kind description for every gift recorded g. Enter acknowledgement fields. This should be completed by the person who intakes the gift and creates the in-kind receipt, but may need to be verified that it has been completed. 3. Engagement Coordinator to write chart of accounts item and class on the in-kind receipt for Bookkeeper 4. In-Kind receipt is then given to Bookkeeper (placed in Bookkeeper’s File or Emailed) to enter into Quickbooks

a. Navigate to Account or Create new account

now) to the source

a. A journal entry is recorded, see example below c. Be sure to enter the name on both lines. d. Bookkeeper to save receipt in Finance Drive\Receivables\In-Kind Receipts folder, named ‘YYYY-MM-DD

b.

AccountName’ ● Discounts on services or items are not legally considered an in-kind gift ● Lucky Star purchases are not considered an in-kind gift because Lucky Star is not donating anything directly to us. People are choosing our account to consign and Lucky Star then lets us use the credit.

In-Kind Other Notes

Kitsap County Treatment Grant Billing

1. Check with Director of Aftercare to make sure all prior month rental assistance funds have been entered 2. Go to Kitsap County Flexible Rental Assistance Dashboard and view the Prior Month Flexible Rental Assistance 3. Open up QB and compare with the Rental Assistance Line item from a Prior Month Profit & Loss Statement, make sure they match. If they do not, troubleshoot discrepancy(ies) and/or work with Director of Aftercare and/or Director of Finance to 4. Then, go to the folder G:\Shared drives\Grants\Kitsap County Treatment Grant\2024 Rental Assistance Grant\Monthly 5. Then copy the Invoice Excel document and rename to the current billing month. Within the invoice change the invoice number to correct month/ year, change the invoice date to the date you are sending the invoice and clear the amount. 6. Then copy the Expenditure spreadsheet and update the name (updated month) of the spreadsheet. Also update the month to the prior month. Then go along each line item with an amount in the Current Billing column and add it to the Life to Date Billed. If it is a recurring amount, leave it in the Current Billing Column (Manager, Insurance, Utilities). If it is not a recurring

reconcile. Reporting and make a new folder with the new month.

billing, clear the Current Billing line.

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7. Export the QB report for both rental assistance billed and program support expenses. 8. Fill in any line items as needed for how the funds have been spent. 9. Enter the total amount on the invoice Excel document. This needs to be printed and signed by a check signer (Rosie or 10. Review the total invoice amount, if it is under 90% or over 115% we need to have an explanation in the email sent to the county employee. Those amounts are on the second tab on the Expenditure spreadsheet. Example reasons are as follows: a. We are billing less than 90% of 1/12 of our contract amount because we are still in the process of hiring the case manager and the rental assistance is based on when clients need it, not a monthly even amount disbursed. b. Explanation for billing over 115% of 1/12 of budgeted total: Our grant is not time driven, it's need driven. Email the signed invoice and the spreadsheet to the grant manager listed in the deliverable with the explanation listed above. Please record the date the email was sent as the deliverable close date. All the submitted documents need to be saved in the appropriate monthly reporting folder on the Grants Drive. If possible, save the email to SF. 12. Upload invoice to this portal (invoice and expense spreadsheet combined into one pdf). Save confirmation to the drive. 13. Mark deliverable as completed in Salesforce on the Kitsap Treatment Grant opportunity ($0 opportunity because this is where all the docs and tasks are housed) (by entering the closed date). 14. Clone one of the payment opportunities (like this one) and update for the current month billing. Close date will be the last day of the month billed. And then the payment when received will be booked here.

Andrea).

11. Scan invoice form back onto the drive in PDF format.

Administration Tools

Creating New Users 1. Create new user 2.Assign MFA Permission Set 3. Create Calendar for Scheduling “Master Room Scheduling” Resetting 2-Factor Authentication App Access When a staff member has a new device, follow these steps to reset their app access. 1. In Setup, go to Users, click on the Full name link for the person you want to reset 2. Scroll down to the line on the left column that reads: App Registration: Salesforce Authenticator and click [Disconnect] to allow them to setup a new device.

Duplicate Management

1. Duplicate Management in Setup Duplicates are managed in the back end of Salesforce through Duplicate Rules and Matching Rules. Go to ● Matching Rules are the rules that you create to determine what fields will detect a duplicate. For example, Formal ● Duplicate Rules are where you set parameters and outcomes for when a matching rule detects a match Both Matching and Duplicate rules need to be activated in order to work properly. With these reports, a duplicate record set gets created when a contact or account duplicate is detected. Please note that if these are merged or one is deleted, the record set does not always get deleted, so there will likely be some duplicate record sets with only one record. You can either ignore these or delete them. Something else to note about these rules is that if you create a new rule, this will not search the entire database and find all the records that match. It will apply moving forward as records are edited, detect new duplicates.

Administration/Data/Duplicate Management. Greeting Exact Match

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2. Contact Merging Before you merge Contacts, merge their Household Account first otherwise when you merge the Contact first the corresponding Household Account gets orphaned and renamed Anonymous, which creates confusion and clutters up the

database. There is a dashboard named Cleanup with some great reports for duplicate cleanup. PAGE LAYOUT WIDGET: If you have a contact with a duplicate record set, you can merge directly from the contact page. CONTACT MERGE TAB: If you see a duplicate but it isn’t matching based on any of your rules, you can also open the Contact

Merge tab and search by name there.

3. Account Merging REPORTS: You can open the report Accounts with Duplicate Record Sets or you can create a new report using the Accounts

with Duplicate Record Sets report type. PAGE LAYOUT WIDGET: If you have an account with a duplicate record set, you can merge directly from the account page.

4. Anonymous Household Cleanup Depending on how contacts get merged or moved between households, Anonymous Households sometimes get created. Periodically review the Anonymous Household Report to make sure there are not excessive orphaned Household Accounts. Best practice for cleaning these up especially if the Anonymous Household still has records tied to it. 1. Look at the primary contact on the Anonymous Household and the primary contact’s account 2. If the account is not the Anonymous account, then copy the Formal Greeting from the primary contact’s other 3. This will create a potential duplicate and you can merge accounts from the account page 4. If the Anonymous account is the primary contact’s primary account, then click on manage household on the contact view and double click the exclude from household name, formal greeting and informal greeting and then click save. Salesforce should automatically fix the naming from Anonymous to the last name of the account after

account to the Anonymous Household

you save.

Page Layouts- Adding new tabs to the view- Update Quick Action

To create the update quick action: 1. go to setup 2. Objects 3. Contact 4. buttons, links and actions 5. create an action and select update as the action type 6. name it outreach details or something like that 7. add the fields to the action page layout To get it to show up, do the following:

1. click the gear 2. select edit page 3. this will take you to an editor

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4. click on the area where you see the tabs 6. custom name option for naming it 7. click on the tab that you just created and it'll open a blank section 8. on the far left, one option is related record, drag that to open section from 7 9. on the right, there's an option for selecting the action that you created

5. add new tab

Scarlet Road controls permissions through profiles. Current profiles and intended roles are:

Profiles

Profile System Administrator

About All permissions

Assigned roles Executive Director Director of Finance & Engagement

Donor & Client Edit

Some restricted permissions, but ability to edit opportunities and client data

Grantwriter Bookkeeper Engagement Coordinator Director of Programs Supervisors and Case Managers

Donor View & Client Edit Program Staff

Ability to view opportunities and edit client data Regular full license but with no ability to view opportunities, ability to edit client data Salesforce Platform License, $72/yr, no access to

Outreach Advocates

Program Staff- Standard Platform License

opportunities

Ongoing Maintenance

● Periodically Check Setup>Release Updates to make sure current on updates

Flows and Automated Processes

● When a temporary contact is created, a task gets created for Andrea to process ● When a new volunteer application is created in Google Forms, Zapier sends it to Liz and Liz gets a task to merge contact ● When someone signs up for our newsletter on our website, Mailchimp creates a Lead, Andrea gets a task to convert ● When someone donates online through C&P, the opportunity and contact flow through to SF ● When a participant has been in aftercare for 30 days, Jana gets an email notification to convert them to full participation

How to add a new subject to the task object ● Go to Task Object ● Navigate to Subject Field and Add the Subject in the Picklist

Task Subject Additions

User Access/ Permission Definitions

Contact Object

Record Type/Level

Directors

Supervisors

Outreach Staff

Aftercare Staff

Development Staff

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Participant Supporter Business Provider Grantmaker

Full access Full access Full access Full access Full access Full access Restricted:O - Restrictions on creating new reports, viewing reports not on dashboard, restrict export access Restricted:A - can only see clients who are on their caseload and clients who have been in the program within the last year????

Full access Full access Full access Full access Full access Full access

Restricted:O

Restricted:A

RestrictedD

Full Full Full Full Full

Staff

Restricted:D - can only see certain client details: limit contact information,

Restricted:P -

Account Object

Record Type/Level Household Organization

Directors Full access Full access Full access Full access Full access Full access

Supervisors Full access Full access Full access Full access Full access Full access

Outreach Staff

Aftercare Staff

Development Staff

School

Opportunity Object

Record Type/Level Donation

Directors Full access Full access Full access Full access Full access Full access

Supervisors Full access Full access Full access Full access Full access Full access

Outreach Staff No Access No Access No Access No Access No Access No Access

Aftercare Staff No Access No Access No Access No Access No Access No Access

Development Staff Full Access Full Access Full Access Full Access Full Access Full Access

Event Grant Earned Income

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