Volunteers of America
Project Description
Volunteers of America (VOA) is a national nonprofit, spiritually-based organization providing local human service programs and the opportunity for individual and community involvement. The national office of Volunteers of America partnered with Charity Dynamics to offer a technical support system to help their affiliate chapter maintain their website and online presence.Project Details
Client Volunteers of America Skills Support, Strategy, Fundraising
Challenge
- Provide on demand support for the VOA national digital team and 32 independent affiliate chapters
- The national team at Volunteers of America wanted to provide affiliates with support resources that balanced quick help with technology tools but also provide training and documentation for common requests
Approach
- Implemented email and phone support for staff to provide both quick and convenient channels to Charity Dynamics support staff
- Created a case tagging system for incoming requests to track common questions and identify needed areas of training.
Outcome
- Charity Dynamics support staff assisted with over 200+ support requests from affiliate chapters reducing the time needed by national staff to support affiliates
- Developed personalized step by step documentation to decrease duplicated support requests saving the organization time and budget
- Created personalized training to empower affiliate staff on how to best use online marketing and fundraising tools.