Achieving Administrative Efficiency & Technology Advancements August 6, 2010.

Achieving Administrative Efficiency & Technology Advancements

August 6, 2010

Introduction

Deb Carroll, Business ManagerSamaritan Interfaith Counseling Center

Naperville, Illinois****

Laurie Killmer, Office AdministratorSamaritan InstituteDenver, Colorado

And so it began….

Keys to Administrative and Organizational

Success

Replace Chaos with K.A.O.S.

Analogy to Notes on a Scale

Assess and Build

Assess and Build

Level of OrganizationQuestions to Ask…

•Is your physical space organized and efficient?

•Are paper files in order and easily accessible?

•Are electronic files stored efficiently with a data flow?

• Are you at a point for off-site storage?

Build Best PracticesOrganize, Organize, and Organize!

Purge files which exceed the time limit.

Efficient use of physical space.

Work flow areas and productivity.

Identify your files; devise organizational systems. Paper format vs. electronic files

Create a flow for electronic files.

Attention to secure data and HIPAA compliance.

Assess and Build

Human Resources FunctionQuestions to ask…

• Are the Employee Files Complete?• Do you act in accordance with the law?• Are job descriptions well defined?• Are reports effective for employee benefits

and wages?• Do you have a formal review process?• Do you have written policies and procedures?• Do you adhere to written policy ?

Build Best PracticesHuman Resources

Employee Orientation.

Employee files contain documents per government regulations and Institute standards.

Subsets of folders within each file.

Familiarity with government regulations and standards.

Create formal job descriptions – Identify as exempt vs. non exempt.

Build Best PracticesHuman Resources

Create benefit tracking tools for accurate record keeping.

Develop report mechanisms for accuracy in wage calculations.

Implement a formal review process.

Formal Employee Handbook which states Center policy and adheres to government regulations.

Standards are attained in following policy and procedure.

Assess and Build

Business/Billing FunctionQuestions to ask…

• Does your Center have a Risk Management plan? Sound accounting and auditing principles?

• Is your software effective? Does it provide the tools for strong business analysis?

• Are policies and procedures in place for attaining accurate data?

• Is your staff trained and knowledgeable?• Have manuals been created for every job function?• Are you forward thinking in electronic banking and

billing? Are you prepared for the next wave?

Build Best PracticesBusiness/Billing

Identify risks. Develop a plan for Risk Management. Create checks and balances. Identify information necessary to effectively

run a business. Build reports. Communicate.

Evaluate software reporting tools. Establish sound accounting principles and

implement procedures.

Build Best PracticesBusiness/Billing

Learn from each other and evaluate levels of knowledge.

Create manuals to support each Administrative job function to allow for cross-training and employee transitions.

Investigate billing and banking trends and weigh the impact on your Center. Be Prepared.

Assess and Build

Technical InfrastructureQuestions to ask…

• What is the status of hardware? Copiers, fax, computers?

• Is your Center HIPAA compliant?• Center emails through a common host?• Are you ready for the next step?

Build Best PracticesTechnology

Engage the expertise of a professional. Goal: Computer access for every employee. E-mail capabilities from identified host. Secure Network. Identify drives, users, and assign permissions. Copy/fax/scan functions. Secure Credit Card transactions. HIPAA compliance in all areas of technology.

“The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”

~Bill Gates

Assess and Build

Reporting MethodsQuestions to ask…

• What areas of reporting need a strong focus?• What information will be beneficial in making

decisions and aide in future goals?• How will the report increase efficiency?• When are spreadsheet representations

effective?

Build Best PracticesReporting

Key: Every report and every spreadsheet will impact the decision making process and create greater efficiencies.

Financial Accounts Receivable Clinical Program Board Statistical Analysis

Communication

Communicate Effectively

Use technology to your advantageImplement tools for written communication.Ensure accurate communication.Process for conveying information and new

ideas.Regular meetings and agendas.Good old fashioned ‘one to one’.

Dedication

Dedication breeds successUnderstanding the mission of your Center.Listen to and value all ideas for further

successes at the Center.Teambuilding with all staff.Allow the Administrative team to share in the

triumphs of our clients.

“Dedication is not what others expect of you, it is

what you can give to others.”

Efficiency

Create EfficienciesEvaluate needs and administrative hours.Define roles.Evaluate work flow and cross-train.Encourage checklists.Monthly calendars.Find what works – No need to re-create the

wheel, only improve.Investigate integrated systems.Goal: Paperless files.

A little out of tune?

• There is always room for improvement.• Review practices and revise each year.• Listen to criticisms…listen to complaints and

implement change.• Harmonize.

“When you’re finished changing… you’re finished.”

~Benjamin Franklin

Growth

Isn’t it Grand?!

• You are now ready to take on new endeavors.• Explore new opportunities and programs.• Look toward expansion.• Identify your goals.• Go through the process … Keys A-G.• Improve, achieve and SUCCEED!

A B C D E F G

“Don’t wait until everything is just right. It will never be perfect. There will always be challenges, obstacles and less than perfect conditions. So what. Get started now! With each step you take, you will grow stronger and stronger, more and more skilled, more and more self-confident and more and more successful.”

~Mark Victor Hansen

Achieving administrative efficieny

& technology

Deb Carroll&

Laurie killmer

objectives What Can the Institute Do for You? Electronic Materials File: Now Available Center Directory of Services Questions to Ask When Buying

Software

The Samaritan Network and the Web Search Engine Optimization (SEO) Social Media: Facebook and Twitter

What’s Next?

What can the Institute Do for

you?

Understanding How Things Work and Innovative Responses

Samaritan Center Resource Library

A compilation of many of the best materials

developed over the last 27 years. Please take note of the

Technology Resources Tab

http://www.samaritaninstitute.org/library

CCC E-Files A “clearinghouse” of CCC resources and

information.

http://www.samaritaninstitute.org/ccc

Electronic Materials files

Center directory of services

In process, an electronic survey is going out in the fall Will be available through the Institutewebsite in a format similar to the SCRL

& CCC E-Files

Keyword search capability

Allows for peer consultation in a particular service area

Be Neither First Nor Last to Adopt Technology

Software

What is the Samaritan network currently using?

2008 Samaritan Annual Statistical Report See Handout for Complete List

Billing Software Clinical Software Financial Software Fundraising Software

Software (continued)

What does the Samaritan Institute use? Constant Contact (survey tool) Contribute, Microsoft Office Suite 2007 (including Access) QuickBooks 2009, Nonprofit Edition, Survey Monkey WordPress

6 Key Questions to Ask

Source: Psychotherapy Finances, August 2009

What does it cost?

What will it cost each year to maintain the program?

How do I find a program that’s easy to learn?

6 Key Questions to Ask

Source: Psychotherapy Finances, August 2009

Can I transfer everything from my existing software?

Is it worth all the trouble?

Should I consider one of the new online billing programs?

Two more questions

Due to the unique nature of Samaritan Counseling Centers and their specific needs, I would recommend

adding these questions:

How “customizable” is this program?

Can it interface with ______ program(s)?

the Samaritan network

&The WEb

Is This your Center?

Take a good, hard look at your website Be sure it is engaging people once they get here

Look at your website

How people view a website

“Search engine optimization is the process of improving the volume or quality of traffic to a website or a web

page from search engines via “natural” or unpaid search results.”

– Wikipedia

Keywords: How are people finding you?

FREE TOOL:http://www.google.com/analytics/index.html

• Incorporate the keywords into your website text as often as possible and / or appropriate.

Search engine optimization (SEO)

Link Building:• Push content out to various places (Blog, Wikipedia,Facebook, Twitter, etc.)

Search engine optimization (SEO)

Link Building:• Acquiring links from relevant sources that directback to your website

(i.e. The Samaritan Institute webpage)

• *GOOGLE*

Refresh Content• Dynamic websites with fresh content are moresuccessful than those that remain static.

Search engine optimization (SEO)

“… With over 300 million daily searches on Google, 400 million active Facebook users, 100 million daily YouTube video views, and 100 million Twitter users, there is almost an unlimited potential to gain awareness and support for your cause. However, it is very easy to get lost in the mix.” 1

1 Location3 Media Nonprofit Seminar

Stop the internet I want to get off!

Your Center does not have to be everywhere, but can we afford to miss out on this kind of exposure?

“This is the way people are communicating today, and it’s the way people will be communicating in the future.” 2

2Michael Young, Puget Sound Blood Center

Stop the internet I want to get off!

Pick the social media tools that will work for your Center!

Social Media

More than 400 million active users 1

50% log-in on any given day

Average user has 130 friends

Nonprofit use of Facebook is growing, and those who are using it are sticking around.2

1Facebook Fact Sheet2Nonprofit Social Network Benchmark Report April, 2010

facebook

More than 3 million event are created each month1

How to Avoid Falling in Love with a Jerk, Columbus, GA

1Facebook Fact Sheet

Facebook events

More than 3 million event are created each month1

How to Avoid Falling in Love with a Jerk, Columbus, GA

Are any of your Center offerings and / or fundraising events Facebook material?

1Facebook Fact Sheet

Facebook events

Fan Pages vs. Groups

Recommendation: Create a Fan Page rather than aGroup for Center marketing

A fan page is ranked for SEO purposes, whereas a group is not.

A group requires an administrator to approve all members, whereas a fan page allows anyone to follow your Center.

Fan Pages vs. Groups

Customize your fan page

Create a custom “Welcome” tab with information on your Center

(i.e. How to: donate, volunteer, and get involved)

Get people involved Ask questions in your status updates Encourage fans through invitations andconversations Take note of good comments and use them for future publicity

Twitter

Twitter is micro blogging (140 character limit)

Dialogue, Not Monologue – Twitter should be a conversation, not just talking at people.

Finding Followers – follow others who will follow you.

Source: Location 3 Media Nonprofit Seminar

Twitter

Start the Engagement – Ask and answerquestions, share news and links, and join existing conversations

o “Retweet” generously, it is a modern dayform of flattery

Source: Location 3 Media Nonprofit Seminar

Moderation is key – DO NOT GO OVERBOARD!

Social Media

Engagement – Review Facebook Insights to help you better engage with audiences

Learn Demographics of your fans

Growth – Record growth of followers, fans and subscribers from month to month

Sentiment – Note the increase in positive comments

Measuring success

Google Analytics:http://www.google.com/analytics/index.html

Review URLs (where traffic is coming from)

Time on Site/bounce rate (quality of traffic)

Unique vs. returning visitors (increased returning visitors can signify more loyal visitors)

Measuring success

What’s Next? This is just scratching the surface of all the resources that are available today.

Please check the Samaritan Center Resource Library : Technology Resources Tab often for updated resources and materials not covered today.

Future Institute projects include: teleconferencing, web-based intake forms, a template for a Center Social Media Policy, and a paperless office technology resource guide.

Always available, just [email protected]

Please remember

Mama Said There would be days like This