Welcome to Sharathon 2014

Volunteer Training

Sharathon 2014 “Do Something”Volunteer Training

SHARATHON 2014

“Do Something!”The Sharathon theme this year is “Do Something,” based on Matthew West’s inspiring new song which asks, “If not now, then when will we see an end to all this pain?” His answer? The time is now for all of us to “Do Something” to bring help and hope to people in need.

That’s why we want our listeners to join us for a three-day celebration of what God has already done to change lives through KSBJ and NGEN — and what He wants to do through YOU.

SHARATHON 2014

What Is Sharathon?Sharathon 2014 is a vital time of year for KSBJ and NGEN, when we seek to raise the funds necessary to keep life-changing music and ministry reaching into homes and families here in Houston and around the world.

This year we are asking KSBJ listeners like you to step up boldly to help us reach our goal of $652,500 a month in gifts and pledges. With the help of our friends and listeners during Sharathon 2014, we’ll be there with the right song at the right time, bringing God’s message of salvation, grace, and love.

Let’s Get Started!

VOLUNTEER TRAINING

Let’s Get Started!

This presentation is an overview of procedures and guidelines for Sharathon 2014 Phone Volunteers. KSBJ staff and Training Coordinators will be available during Sharathon to assist you with questions you may have and will keep you informed of any changes or additional instructions as needed.

WELCOME TO SHARATHON!

SHARATHON GUIDELINES AND PROCEDURES

Sharathon Guidelines and Procedures•Once you get to your workstations, please place all belongings in the box under your table. This includes cell phones and cameras.

• Nocellphones,pagers,orcamerasaretobeusedinthePhoneZone.

• Ifyouneedtotakeabreak,receiveormakeapersonalphonecall,please raise your hand and a Trainer will take your place. DO NOT leave YOUR workstation unattended.

• Ifsomeonecallsforprayer,pleaseaskthemtocallour prayer line at (281) 446-5725.

• Allgiftsareentereddirectlyintoourcomputersystem.

• Remembertotypeinformationverycarefully.

SHARATHON GUIDELINES AND PROCEDURES

Sharathon Guidelines and Procedures•Keep your voice down during conversations.

• PleasebeawarethattheDJsinthePhoneZonearebroadcastingliveontheair, so do not speak to them unless they speak to you.

• Ifaminorcallsinagift,pleaseasktospeaktoaparentorguardian.

• Ifatotalgiftamountis$5,000ormore,raiseyourhandimmediatelyandwave the pompom on your table. Please ask the caller to stand by for a Shift Supervisor to verify their information.

• Asyouleavethetrainingroom,pleasepayattentiontowheretheexitsignsare located to ensure a safe departure.

PhoneZoneProcedures

PHONEZONEPROCEDURES

Phone Zone Procedures•PhoneZonetablesaccommodatefourvolunteers.

• Youwillwearaheadsetwhichattachestoastandardtelephoneset.

• Whenyoureceiveacall,liftthehandsetfromitscradle and rest it on the front of the phone.

•Whenyoucompletethecall,placethehandsetbackinthecradle.

PHONEZONEPROCEDURES

Logging In: When you get to your workstation, please double click on Internet Explorer.

Logging Off: If you leave your workstation for any reason, close the gift form screen.

You will be taking information and entering it into a computer web form. Sign on to the computer with your first and last name, a space, and your phone station number located on the front of the phone just above the keypad. This is the sign-on screen:

Using Your Workstation

Getting Started

GETTING STARTED

Use this screen to search the donor database and see if a caller already has a giving record. You can search by each search field: Name, Company, Address, Phone.

NOTE: Do not search by Company unless this is how the caller currently gives.

The Search Screen

GETTING STARTED

The Search Results screen will

open with the most likely matches

to your search. You can scroll up

or down to view the matches. If

you don’t see the donor’s record,

you can view additional records

by clicking the “Previous” arrow

button in the upper-right corner,

or the “Next” arrow button in the

bottom-right corner of the Search

Results screen.

Note: If you find a likely match,

be sure to verify it with the caller.

Search Results Screen

GETTING STARTED

If there is a Blue Dollar Sign, click

to see the caller’s Sharathon 2014

gift info (as shown in the small

window) and advise him or her of

existing gift(s) for this Sharathon.

After finding the correct record,

click the Select Record button

(with stars) to the right of the

correct record. The donor’s

information will insert into the web

form as shown on the next slide.

Search Results Screen

GETTING STARTED

The donor’s information will appear as

this screen shot once you have clicked

on “Select Record.”

Name, Address Confirmation Page

GETTING STARTED

Date of Birth Information

If the donor’s birth year is 1996 or higher, you will need to get a parent/guardian to approve the gift. If donor is an adult, we would like for them to share their date of birth, but it is optional.

Processing a Gift

PROCESSING A GIFT

Ask what amount the caller would like to give.

Gift Section

PROCESSING A GIFT

Upgrades

The caller says they ALREADY have a monthly gift and they want to increase or upgrade it.

First, you must locate their existing record. It should display as having an open gift.

PROCESSING A GIFT

If the donor wants to designate their gift(s) to a special fund or opportunity, put a comment in the comment box that designates where the gift should be applied.

Two main reasons to use the comment box:

• If the donor has a name change or a change of address and you are UPDATING this information in the giving form, please place the original address or name in this box. This information helps ensure that their gift is matched to the appropriate donor record.

•Should the donor wish to direct their gift to a particular area that has been mentioned during Sharathon (like – NGEN radio, Mentoring, Technology, etc.) please let us know by placing a brief statement here.

Designated Gifts

PROCESSING A GIFT

Requests to Change or Cancel a GiftOccasionally a caller will ask to decrease or cancel their gift. If that happens, simply raise your hand for a Trainer who will get their account details to give to the Verification Supervisor, who will handle this request.

If a caller wants to change a gift made at an earlier point during Sharathon, it is important that he or she understands that the original gift has already been counted in our totals. Please take a moment to explain that this gift change needs

to be for an increased amount only.

Payment Section

PAYMENT SECTION

We have three pay methods:•EFT Bank Account Debit •Credit or Debit Cards •Check or Money Order

We offer two frequencies for each method:•Monthly •All at Once

PAYMENT SECTION

EFT Gift Example•When the EFT monthly choice is made, the donor may choose either the 5th or 20th of the month to debit their recurring gift from their bank. •Their first EFT monthly gift will be debited on the 5th or 20th of July. •NOTE: Monthly gifts by EFT will continue until the donor tells us to stop •When the EFT All at Once choice is made, their gift will debit on the 5th of July.

PAYMENT SECTION

Banking Information for EFT

After clicking Continue you will receive a screen to input banking or credit/debit card information. The screenshot below shows how the banking information input screen looks. Be sure to enter the routing and account information carefully and verify with the donor before leaving the screen. Once you complete entry of banking information, click Submit to complete the gift.

PAYMENT SECTION

Credit/Debit Card Gift Example

•When the Credit or Debit Card monthly choice is made, the donor may choose either the 5th or 20th of the month to have their monthly gift charged to their card. •Their first monthly gift will be charged on the 5th or 20th of July. •NOTE: Monthly gifts by Credit or Debit Card will continue until the donor tells us to stop. •When the Credit or Debit Card All at Once choice is made, their gift will be charged on the 20th of June.

PAYMENT SECTION

Credit or Debit Card InformationIf the donor chooses to give by credit or debit card, you will enter this information in the screen shown below. Be sure to include the card’s expiration date, and be sure to key the card information accurately! Read card information back to the donor before leaving this screen.

Once you have finished entering the donor’s credit/debit card information, click Submit to complete the gift.

PAYMENT SECTION

Auto-Renew Cancellation Option• IMPORTANT: All EFT and Credit or Debit Card monthly gifts

automatically renew from year to year until the donor tells us to stop.

• Ifthedonorchoosesnottohavetheirgiftcontinue,pleasechecktheboxas shown below.

PAYMENT SECTION

Invalid Banking or Credit/Debit Card InformationIf after verifying the banking or credit/debit card information, you receive a message

that the data is invalid, please tell the donor the following:

• “I’m sorry, there’s a problem with the processor. We will be sending you a confirmation of your gift in the mail, along with a return envelope. You can use these to verify your gift and send in your EFT or credit/debit card information.”

• Then check the box next to “Change the Mode to Cash”

• And hit the Submit button

Almost Finished

ALMOST FINISHED

PLEASE NOTE Once you click Submit or Continue, the information cannot be changed.

ALMOST FINISHED

Confirmation Page

• This is the confirmation page you will receive after the gift has been submitted and processed.

• It lists all the details of the commitment you set up.

• If you realize there are errors in the gift information, please raise your hand so a Shift Supervisor can obtain the donor’s information to give to the Verification Supervisor so corrections can be made.

•Please do not close this page until the Shift Supervisor has had time to gather all the information.

ALMOST FINISHED

Taking the Next Pledge

• At the bottom of the confirmation page, there are two buttons: “NEXT PLEDGE,” and “ANOTHER PLEDGE SAME PERSON.”

• IF you are moving on to a new call and a new donor, click “NEXT PLEDGE” button.

• IF you are taking an ADDITIONAL pledge from the SAME donor, click the “ANOTHER PLEDGE SAME PERSON” button.

Thank You!

THANK YOU!

Thank You! Thank you for your important role in Sharathon 2014! We’re so grateful that you have taken the time to “Do Something!” in partnership with KSBJ and NGEN. You are helping us bring God’s love and truth to listeners across Houston and beyond.