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WWW.REDF.ORG
© REDF 2015
Utilizing Salesforce as a Data Management Tool to Monitor,
Measure and Strengthen Organizational Performance
© REDF 2017 REDF
Our Speakers
Raina SuttonNational Program Associate,
Center for Employment Opportunities (CEO)
Karen ChernExecutive Director,
Community Financial Resources (CFR)
Johanna VespeDirector – CEO National, Center for Employment
Opportunities (CEO)
Center for Employment Opportunities | ceoworks.org AUGUST 2017
Utilizing Salesforce as a Data Management Tool to Monitor,
Measure and Strengthen Organizational Performance
MISSION & VISION
MODEL OVERVIEWWhat do we do at CEO?
PERFORMANCE MANAGEMENTHow do we use Salesforce to capture, monitor, and analyze information?
KNOWLEDGE MANAGEMENTWhat does it mean to promote a culture of learning?Where are we going from here?
Agenda
Annual Impact
4,550Enrollments
400+ Participants working every day on 70+ work crews
2,600 Job placements
54% Validated employment
after 6 months
47% Validated employment
after 1 year
The CEO Model
Polling Question
Does your organization use Customer Relationship Management (CRM) software or a database to manage data or business processes?
1. Yes, we use Salesforce 2. Yes, we use another CRM or database system3. Yes, we use Excel4. No, we currently do not have a CRM or data management solution
Evolution of Salesforce at CEO
History of Adoption
2004 2006 2009 2012 2012-2014CEO startsexternal programevaluation(RCT)
CEOimplementsSalesforce for programmanagement
CEO achieves full Salesforceadoption & functionality
RCT results show CEO’s impact on public safety & spending
Managing to outcomes with real-time data
Job retention 50%
Social value confirmed
Salesforce: Driving CEO’s Impact
• Using Salesforce since 2006• Customization – 90% in-house• ~200 Users – Job Coaches, Job
Developers, Job Retention Specialists, Site Directors, Executive Staff
• Program Management – tracking all activities and outcomes
• Central – scheduling daily participant work assignments and payroll
• Fundraising - tracking grant outcomes
Data collection w/o data analysis
Job retention 22%
Social value unclear
1995-2003
Establishing Employee Buy-In
Challenges Of Performance Management For Staff
Interfacing with Technology
Difficulty Incorporating Data Entry into Daily Activities
Understanding How Data Entry Links to Organizational Goals
Discomfort with Full Transparency of Data (everyone can see your efforts and outcomes!)
Sisyphus Effect Snowball Effect
Cultivating a New Generation of
Operational Managers
Tipping Point For Performance Culture
Performance Management
How well is the organization performing?
As a performance measurement tool, Salesforce provides vital information on current program status and how much progress is being
made toward program goals or improvement plans.
Measuring Performance
Tactical Program Management
Outcome Initial Job Placement
Indicator Job Interviews Program Engagement
Measures
Interview Practice Ratings
# of Interviews
Interview Feedback
Participant Job Attendance
Participant Job Behaviors
Participant Meetings
Tactical Program Management
Framework For Organizational Excellence
Framework For Organizational Excellence
Framework For Organizational Excellence
Framework For Organizational Excellence
Knowledge Management
Knowledge management is the process of capturing, developing, sharing, and effectively using organizational knowledge.
Knowledge Management
Improved
ramp up time
of new hires
Increased capture of institutional knowledge
Improved team effectiveness and delivery of outcomes
Strengthened
resilience to
change
Knowledge Management
What are we actually getting done?
RESULTSDo we have critical data to
guide decisions and self corrections?
Well-Designed Programs & Clear Deliverables
• Connect strategy to operations with ToC
• Define outcomes and indicators to measure
• Cascade organizational & program goals into staff objectives
Disciplined Management & Invested Staff
• Managers use data to improve programs
• Staff understand the value of data to achieve outcomes
• Invest in data systems & staff resources
Quality Assurance & Evaluation • Monitor and enhance program
fidelity• Strengthen outcomes based on data
analysis and evidence from evaluation
Focus Of Innovation
Constituent Voice: Talk To Us!
DialogueParticipants are
encouraged to discuss their ideas with CEO staff
Text SurveysParticipants will
occasionally get text messages from CEO
Staff AccessCEO staff only see
group responses, not ‘who said what’
i.e. open-ended text message responses to: “What more can CEO do
to prepare you for work?”
New Feedback Dashboard in
Salesforce
Financial LiteracyA recent survey of 300 CEO participants has
shown that there is a significant need to address their financial well-being
SITUATION42% of participants were
“very” or “extremely” worried about their finances
Top Needs:❏ Re/building Credit❏ Opening a Bank Account❏ Budgeting & Saving❏ Debt & Fines
ACTIONIntegrate financial education
and products to address participant needs
❏ Build paycard curriculum into LSE
❏ Offer financial coaching to address individual needs
❏ Offer responsible credit building instrument(s)
Financial Literacy
LIFE SKILLS EDUCATION
JOB COACHING & DEVELOPMENT
RETENTION SERVICES
Paycard & Education Financial Coaching Credit Building
Instrument
Salesforce Tracking
MOTIVATE: Measure progress towards specific program goals, while utilizing interim targets to provide useful feedback
PROMOTE: Performance indicators are a powerful tool in communicating program value to stakeholders
LEARN: Making frequent adjustments to efforts to maintain progress towards outcomes
IMPROVE: What is working? What is not working?
Program Improvement
Because the lives of theindividuals we serve depend on it.
Why invest in building a culture of data-informed practices?
Questions?
© REDF 2017 REDF
Next Steps
• Today’s presentation and recording will be emailed to all attendees with a survey link
• More questions: Johanna Vespe, Director – CEO Nationaljvespe@ceoworks.org
Raina Sutton, National Program Associatersutton@ceoworks.org