Volunteer Management Success

V O L U N T E E R M A N A G E M E N T S U C C E S S M E D I C A L V O L U N T E E R A C T I O N C E N T E R

INTRODUCTIONS

Michael Wilson CEO & Founder Small World Labs 512.474.6400 x11 mwilson@smallworldlabs.com @wilsonmichael @SmallWorldLabs

Kelly Roenker Assistant Manager, International Programs Operation Smile 757-321-3236 kroenker@operationsmile.org @OperationSmile

OPERATION SMILE MISSION

“Operation Smile mobilizes a world of

generous hearts to heal children's

smiles and transform lives across the

globe.

”

OPERATION SMILE MISSION

OPERATION SMILE MISSION

OPERATION SMILE MISSION

VOLUNTEER PROGRAMS

• Medical Volunteers

• Student Youth Programs

• Community Volunteers

VOLUNTEER PROGRAMS

• Medical Volunteers

• Student Youth Programs

• Community Volunteers

MVAC: MEDICAL VOLUNTEER ACTION

CENTER

MEDICAL VOLUNTEER ACTION CENTER

MVAC: VISUAL EMBED WITH WEBSITE

REGISTRATION

WELCOME WALKTHROUGH

Step 1 >>

WELCOME WALKTHROUGH

Step 1 >>

WELCOME WALKTHROUGH

Step 1 >>

WELCOME WALKTHROUGH

Step 2 >> Step 1 >>

WELCOME WALKTHROUGH

17

Step 2 >> Step 3 >> Step 1 >>

SINGLE SIGN ON

18

Luminate Online

Single Sign On

MY VOLUNTEER AREA

MY VOLUNTEER AREA

MY VOLUNTEER AREA

MY CREDENTIALS

MYVOLUNTEER AREA

MYVOLUNTEER AREA

MYVOLUNTEER AREA

MYVOLUNTEER AREA

MYVOLUNTEER AREA

CREDENTIALING: RESOURCES

CREDENTIALING: DISCUSSIONS

CREDENTIALING: ADMINISTRATION

CREDENTIALING: ADMINISTRATION

Experience & References Medical Specialty Travel Documents

CREDENTIALING: ADMINISTRATION

CREDENTIALING: ADMINISTRATION

Status of All Credentials

Staff/Admin-Only Private Notes

Private Profile Information

CREDENTIALING: ADMINISTRATION

THE VOLUNTEER HAS BEEN

CREDENTIALED!

PERSONALIZATION

Personalization

PERSONALIZATION

Personalization

Luminate Online

NOW YOU ARE CREDENTIALED!

MEDICAL MISSIONS

MEDICAL MISSIONS

MEDICAL MISSION GROUPS

MEDICAL MISSION GROUPS

MEDICAL MISSION GROUPS

MEDICAL MISSION GROUPS

MEDICAL MISSION GROUPS

MEDICAL MISSION GROUPS

MEDICAL MISSION GROUPS

VOLUNTEER EVALUATIONS

RESOURCES

DISCUSSION FORUMS

GROUPS

NEWS & UPDATES

VOLUNTEER RESULTS

OUR MISSION

“Operation Smile mobilizes a world of

generous hearts to heal children's

smiles and transform lives across the

globe.

”

CHANGE FOREVER

MVAC RESULTS – PAST 12 MONTHS

• 4,000+ volunteer medical professionals

registered on MVAC

• 120+ medical missions

• 66,000+ member actions

INTEGRATED EXPERIENCE

LUMINATE ONLINE & SMALL WORLD LABS

1. SINGLE SIGN ON

58

Luminate Online

Single Sign On

2. BI-DIRECTIONAL PROFILES DATA SYNC

Small World Labs Admin Panel

2. BI-DIRECTIONAL PROFILES DATA SYNC

Small World Labs Admin Panel

2. BI-DIRECTIONAL PROFILES DATA SYNC

Small World Labs Admin Panel

2. BI-DIRECTIONAL PROFILES DATA SYNC

Small World Labs Admin Panel

Luminate Online

HOW DOES THIS HELP?

Fresh Constituent

Data

More Constituent

Data

Better Results

• Fundraising

• Advocacy

• Marketing

• Email

• Direct Mail

• Outreach

• Mission

64

Community Activity Stream

>175 Community Actions

3. INTEGRATED COMMUNITY ACTIONS

65

Community Activity Stream

>175 Community Actions

3. INTEGRATED COMMUNITY ACTIONS

66

Luminate Online

Data Stream

Community Activity Stream Constituent Interactions

>175 Community Actions

3. INTEGRATED COMMUNITY ACTIONS

HOW DOES THIS HELP?

Better Insights

More Constituent

Data

Better Results

• Fundraising

• Advocacy

• Marketing

• Email

• Direct Mail

• Outreach

• Mission

4. INTEGRATED PERSONALIZATION

4. INTEGRATED PERSONALIZATION

4. INTEGRATED PERSONALIZATION

4. INTEGRATED PERSONALIZATION

HOW DOES THIS HELP?

Better Results

• Greater Engagement

• Recognized Engagement

• Improved User Experience

Small World Labs Admin Panel

Regions, Countries, Local Affiliates

5. AUTO-MEMBERSHIP IN

COLLABORATION GROUPS

HOW DOES THIS HELP?

Better Results

• Finding is ½ the Battle

• Distributed Support

• Valuable Connections

SMALL WORLD LABS

COMMUNITY

PLATFORM: SOCIAL HUB

• Central Hub

• On Your Website

• Deeper Engagement

• Profiles & Member

Connections

• SEO Impact

Social Hub on Website

• Social Discussions

• 3rd Party Directory

• Cross Content

Search

• Reviews

• Member Blogs

PLATFORM: DISCUSSIONS & KNOWLEDGE

SHARING

• Videos

• Photos

• Files

PLATFORM: USER CONTRIBUTED CONTENT

PLATFORM: COLLABORATION & ORGANIZING

• Collaboration

Groups

• Group Management

& Messages

• Document

Collaboration

• Group Event

Organizing

PLATFORM: BUSINESS OPERATIONS

• Applications

• Approvals

• Automated

Workflow

Add Program Leader As Contact

Send Message

Add to Collaboration Group

Change Luminate Group

Add Badge

Notify Program Leader Via Email

PLATFORM: ON THE GO ACCESS

• Mobile Optimization

• Automated Alerts &

Notifications

• Foreign Language

• Multi-Language

TYPES OF COMMUNITIES

Donor Community

Volunteer Community Mission Support

Embedded/Micro-Site Member Community

Event Community

UP THE ENGAGEMENT PYRAMID

Leading

Owning

Contributing

Endorsing

Following

Observing

84

AMERICAN HEART ASSOCIATION

Needs

• Increase annual retention rate of mid to top level donors (over $5K)

Solution: Cor Vitae Donor Portal

• Concierge level online community to get top donors whatever they need

• Provide interactive access to information about how AHA is using your funds to make a difference

Results

• 49% increase in top-donor retention rate

85

AMERICAN HEART ASSOCIATION

Needs

• Increase the value of paid AHA membership, attract new members, retain existing members

Solution: Professional Online Network

• Online community for cardiologists, research scientists, EMTs, nurses and others

• Collaboration groups for existing scientific councils & committees

• Interactive knowledge sharing options

Results

• 70% increase in membership upgrades

• 50% increase in attendance at paid events

• 10% increase in paid member retention

86

CARINGBRIDGE

Needs

• Train and empower top Advocates to spread the word about CaringBridge

Solution: The Amplifier Hub

• Education and collaboration community

• Create video training tutorials personalized to participant’s level and completion

• Track volunteer actions & hours

• Encourage movement up engagement ladder through badge system

Results

• 228% increase in monthly volunteer hours

• 115% social sharing rate

87

AMERICAN CANCER SOCIETY

Needs

• Shrink performance gap between top and lagging events, increasing donations

Solution: Relay Nation

• Facilitate collaboration and sharing of best practices and ideas between event leaders

• Provide event participants with greater engagement options

• Increase retention rate of event leaders and participants

Results

• Launched Spring 2013

• 30,000+ member interactions per month

QUESTIONS

Michael Wilson CEO & Founder Small World Labs 512.474.6400 x11 mwilson@smallworldlabs.com @wilsonmichael @SmallWorldLabs

Kelly Roenker Assistant Manager, International Programs Operation Smile 757-321-3236 kroenker@operationsmile.org @OperationSmile