Marketing Plan

Prepared for: Carol Reza

Bridge of Faith bridgeoffaith@att.net

(562) 322-­5265 13979 Mulberry Dr. Whittier, CA 90605

Prepared by: Emily Briggs

Senior Marketing Student Biola University

Advisor: Les Harman

Associate Professor of Marketing Biola University

Crowell School of Business

May 2015

Executive Summary

Bridge of Faith is a non-­profit organization that seeks to serve women after emancipation from foster care through the provision of a H.O.M.E. (Home Opportunity Meets Emancipation) in Whittier, CA. Founded in 1996 as a prison ministry by Carol Reza has now transformed into a place where those who are coming out of foster care can call home for the first time. The residents have to meet no age or location requirements and there are no restrictions in their length of stay. The research conducted for this plan consists of meetings with the executive director from February 28, 2015 to May 2, 2015, 5 current H.O.M.E. resident interviews, 5 Up*Scale Collectables Interviews, 6 Alumni interviews, 6 Board of Director interviews, 10 volunteer interviews, and 2 board meetings. This research was conducted in order to discover areas of high and low satisfaction within the organization to effectively solve the problems and communicate its success. Strengths Discovered

Many of the alumni are setting and achieving goals they never thought possible because of Bridge of Faith.

The board of directors feels as though they are a part of a family. 8 out of 10 current and past residents interviewed received the services they

desired upon entering into the home. Problems Addressed in the Plan

Lack of communication of the mission statement to volunteers, customers at Up*Scale Collectables, and residents in the H.O.M.E.

Lack of success stories, outputs, and outcomes recorded and communicated. Lack of donor/board of directors/volunteer involvement in solving the problems

of the organization with little to no interaction with the residents in the H.O.M.E. directly.

Some of the Primary Recommendations in the Plan Include: Internal Recommendations

Communicate with each volunteer the mission of Bridge of Faith and document their skills and hopes for involvement to best utilize them.

Collect Success stories through a document that will be at the store, given to the board, given to the girls in the home, to all volunteers, and to those attending the

events. Create a documentary that will capture individual success stories to demonstrate

the greater mission of the organization to be communicated to potential stakeholders.

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External Recommendations Partner with CareerWise to better answer to the needs of the residents and to

improve appearance to donors. Mentorship opportunity for the board members and potentially donors to

participate in to help cater to the individual unmet needs of the girls in the H.O.M.E.

Promotion Recommendations

Create a blog that can act as a monthly newsletter. Various individuals throughout the organization can take ownership of the blog for the month.

Fact sheet to be placed where the foster girls are to communicate the mission, success stories, and any vacancies.

Website strategies to include success measurements for the store and Bridge of Faith.

Fundraising Recommendations

Mentorship program from leadership of Bridge of Faith to donors. Track donor giving per individual;; where their donations are going towards and

how they can be more involved. Dear Carol,

Thank you so much for allowing me to work with you and your beautiful organization. I will never forget the stories I’ve cried over and the amazing people I’ve met along the way. I am now so inspired to pursue working with nonprofits in my future career. Thank you for being a crucial role in that and for all that you do for our community and for the girls who have never had a place to call home. God does big things through you and your caring heart.

Thank you,

Emily

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Table of Contents

I. Current Situational Analysis………………………………………………..3

Internal Environment ……………………………………………………………….3

External Environment ……………………………………………………………..15

II. Marketing Area Analysis…………………………………………………….19

III. Marketing Objectives………………………………………………………….21

IV. Marketing Strategies…………………………………………………………..23

Internal Marketing Strategies ………………………………………………… 23

External Marketing Strategies ………………………………………………...75

V. Promotion and Awareness………………………………………………...81

VI. Fundraising Strategies……………………………………………………….88

VII. List of Marketing Activities………………………………………………..97

VIII. Marketing Costs………………………………………………………………….99

IX. List of Research Conducted ……………………………………………..100

I. Current Situation Analysis

Bridge of Faith was founded in 1996 by Carol Reza in Whittier, California. After working with women within the prison system she quickly found out that a majority of the individuals had previously been in the foster system and found themselves ill prepared for adulthood upon emancipation. Bridge of Faith’s core purpose is to provide a sense of permanency for these women and does so through their three homes in the Whittier area. They have a large twenty room house called H.O.M.E. (Home Opportunity Meets Emancipation), a second residential home for one mother and one child, and a third was opened for those women who are more independent with children. Bridge of Faith also has a thrift store called Up*Scale Collectibles that acts as a fundraising arm for the organization, a place for the residents to gain job experience, as well as acts to raise awareness for the organization. Their rehabilitation program is called VIP (Value, Importance, and Purpose). It is established to provide a nurturing environment for the women to recover from previous trauma and to learn how to live a healthy lifestyle.

Internal Environment Purpose: The purpose of this section is to provide insight on the current operations of the organization. This section also seeks to uncover problems and weaknesses that the organization faces. Each section addresses areas that are strong, may need improvement, definitely need improvement, and /or should continually be monitored in the future.

A. Mission Statement Personal Evaluation: The Bridge of Faith mission statement is strong in describing the uniqueness of the organization in a clear and concise manner. It definitely needs improvement as it lacks to provide the geographic location and it is not effectively communicated to volunteers and customers at Up*Scale Collectables and in the HOME. Current Mission Statement: Providing a HOME, emotional support, and life-­skills to girls who have aged out of foster care, and women facing homelessness. Strong:

The mission statement speaks to whom they serve (Client meeting #1) The mission statement speaks to what they do (Personal Observation).

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The mission statement is utilized on the website and across the board of directors (Website #1, ALumni Interview #2, Board Interview #1-­2).

May Need Improvement:

The phrase,“Providing a sense of permanency” is communicated across the organization but it is not in the mission statement (Client meeting #1).

Definitely Needs Improvement:

The mission statement does not give geographic location (Personal Observation). It does not communicate a main differentiating factor that they have no time

limit, age limit, or location limit (AI#2, BI #3, Client meeting #1). The mission statement may need to specify what they mean by homelessness, as

the girls still have to be from foster care, the homeless aspect is to encompass the the older generation of women (Client Meeting#1, BI #3).

The mission statement is not communicated to customers or volunteers effectively (CI #1, CI #5-­8, Volunteer Interviews #6-­10).

B. Overall Assessment of Success Measurements Overview: Bridge of Faith views themselves having been successful when a woman has reached the point of emotional stability and has achieved the life skills necessary to live on their own. Their success is communicated through the stories of the women. The only individual who knows the stories is Carol, the founder. They are not documented. The women are not evaluated thoroughly enough upon entrance and are not evaluated at all upon exit. There is no number kept of the amount of women who have entered or exited the program. Success of the organization at a macro level is measured through the amount of donations received in the thrift store, the funders gained, and the overall awareness of the organization. Personal Evaluation: Bridge of Faith’s measurements for success are strong because they are communicated through the stories of the individuals. It May need improvement in the thoroughness of the initial evaluation of the girls. Success measurements definitely need improvement in tracking the amount of individuals who are served through B.O.F., evaluations throughout their stay at the HOME as well as a need for an evaluation upon exiting the program. 1. Success Stories Assessment May Need Improvement:

Recently recorded Rose’s story on video. It is someone from outside of the organization who created it. This videos should be utilized on the website and social media and there needs to be a system in place to continue to create videos (Client Interview #1).

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Definitely Need Improvement:

Carol is the only one who knows the success stories and communicates them. There needs to be other individuals who are empowered to share and speak on the organization's behalf (BI #1).

Documentation of each individual’s success story (Client Interview #1). Communicating success stories on the website (Personal Observation). Communicating success stories to the volunteers and customers at Upscale

Collectables (CI #5-­8, Volunteer Interviews #6-­10). 2. Output Measurements Assessment Definitely Needs Improvement:

Bridge of Faith has no documentation of the number of individuals served through the program (Client Interview #1, BI #2)

Bridge of Faith may consider documenting these output measurements: 1. The number of women who have completed the program (BI #2). 2. The amount of women who have gone through the program and have

gotten a college education (CI #1, #3). 3. The number of women who now live on their own (CI #2, #3). 4. The number of women who now serve those who have struggled with the

same issues as they struggled with upon entrance into B.O.F. (CI #1, #2, #3).

5. The number of women who still keep in contact with the members of BOF regularly (AI#1-­5).

6. The amount of donations they receive and sell monthly (Personal Observation).

3. Outcomes Measurements Assessment May Need Improvement:

There is a brief primary evaluation upon entrance into the program. It may need to be made more thorough. For example, a client explained she would have written down a need for counseling if there was a way to in the beginning. Because she didn’t write it down she hasn’t received counseling and would like to (CI #1, AI#5).

Definitely Need Improvement:

BOF does not have an evaluation of the individuals upon completion of the program (Client Interview #1).

BOF does not have an evaluation of the individuals throughout their stay at BOF (Client Interview #1).

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Outcome measurements that may want to be considered is their loneliness and lack of family upon entrance then if they feel like they have stability and a family upon exiting (AI#1,2).

Another measurement that may want to be considered would be how able they feel they can live a successful life (education, career, family, everyday tasks) upon entrance and exit (CI #1,2).

Girls need to establish specific goals they desire to complete upon entrance of the program, strategic plan with how they are going to reach their goals and have monthly evaluations to track their success then exit the program once their goals have been met (BI #8).

C. Marketing Decision Making Personal Assessment: BOF’s marketing decision making process Definitely Needs Improvement as the individual on the board who was helping with marketing related issues does not have the time to put into the organization, therefore all responsibilities fall onto Carol. Definitely Needs Improvement:

The only individual on the board that has any marketing experience and who built their website is unable to put in the time due to school and work (Client Interview #1).

All decisions are made by Carol and completed by Carol (BI#1, 2, 3, VI#1). There are no marketing efforts dedicated to the Upscale Collectables therefore

there is a lack of awareness (BI#1, Board Meeting #2). There is no marketing budget (Client Interview #1).

D. Current Tracking/Research Systems Assessment Personal Assessment: BOF’s current tracking system assessment definitely needs improvement. There is no record of information of individuals who are being served by BOF or customers who make purchases from Upscale Collectables. Definitely Needs Improvement:

BOF does not have information recorded that identifies how customers have heard about them (Client Interview #1).

BOF does not have a formal method for recording or collecting customer complaints and does not view this as being important (Client Interview #1).

BOF does not know the products the customers are intersted in buying at Up*Scale Collectables.

BOF does not have a tracking system to measure if the services provided in the H.O.M.E. produces success throughout the resident’s stay.

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Tracking Systems that Could Benefit BOF: Record of the customers at Up*Scale Collectables and the products they want to

see in the store. Database of complaints from board members, volunteers, Up*Scale Collectables

customers, and H.O.M.E. residents. Google Analytics to measure traffic on Bridge of Faith website. Record of current H.O.M.E. residents needs and how those needs are being

fulfilled. To be tracked after each service provided and compiled onto H.O.M.E. success database.

E. Primary Decision-­Maker Needs Assessment Personal Assessment: A Very Strong and common need seen throughout the organization is a desire for a place of permanency, this encompasses the need to have a place to call their own as well as to belong to a family. Customer Needs: The below categories are the primary reasons BOF’s customers chose BOF.

1. A place to belong and call home (CI #1-­5, AI#1-­2, 6). 2. A family -­ stability, support, advice (CI #1-­ 5, 10, VI#11). 3. How to have a healthy lifestyle (CI #1,5, 6, 10, AI#1-­2). 4. Job skills (CI #1, 6, AI#1-­3). 5. No age limit, time limit, or location restrictions (CI #6, AI#1-­2). 6. Education (CI#1, AI#1-­3). 7. In home therapy (CI#1, AI#2-­5). 8. Connection to good people (CI #1, 5, AI#5). 9. Courage to be independent (CI #6, AI#1). 10. How to sit and eat at a dinner table (CI #1, AI#1). 11. Legal support (AI#5).

Needs that aren’t being met: 1. One on one professional counseling services (CI #1, AI#2, BI #2). 2. Awareness of organization goals to encourage customer participation (CI#1, 10,

BI #2,). 3. Specific resources for furthering education and finding jobs (CI #1, AI#4). 4. Legal support (AI#5).

F. Primary Decision-­Maker Satisfaction Assessment Personal Assessment: BOF primary decision-­maker satisfaction is very strong because for the most part they are receiving the needs they came into the home needing and through the fulfillment of those needs success is achieved as seen in alumni interviews. There is definitely a need for further communication about the

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organization’s mission and goals to the customers in the home as well as at Upscale Collectables which has produced a lack of involvement from them. There has also been a need communicated for more opportunities for the girls to receive therapy, , job support, educational and legal help. Very Strong:

8 out of the 10 current and past customer interviewed from the home received the services they were in need of when they entered the home (CI#1-­4, AI#1-­3 ).

“Came to B.O.F. in search of stability and support. Looked at other places to live, but B.O.F. doesn’t just offer a room but a home. It is peaceful and allows her to relax” (CI#1). “Carol has instilled in her a healthy lifestyle. Even habits like eating meals at set times and natural foods that she didn’t know existed” (CI#1). “Bridge of Faith has everything I need” (CI #4). “I am now hopeful for my future because I has adopted a healthy lifestyle and habits and have connected with great people” (CI #5).

The women are reaching their goals and setting goals they never thought possible because of BOF (AI #1-­2, CI #1).

“While at B.O.F.: Obtained license, stable home, life skills through working at the store (which she did to pay rent), learned how to effectively communicate, got her G.E.D., silough detorian at her college, past standardized test and graduated university with 3.7.” (AI#2).

6 out of 6 alumni interviewed still call Carol for advice and consider her to be

their mom (Client Interview #1, AI# 1-­6).

“If her momma asks her for help, it is not volunteering, there is so much love there it is just doing what your mom says” (AI#1).

A woman has returned from the organization after ten years of being on her own

(Client Interview #1). May Need Improvement:

Better upkeep of the home: bugs broken door (AI #4). Need for fans upstairs (CI #10, AI #5).

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Definitely Needs Improvement: There is a need for all the women to receive one on one counseling help not just a

select few severe cases (CI#1, AI#2-­5, BI#2,4,6).

“When I first moved in I remember filling out something, but it was generic so I put down my only needs were an education and a home. If it was more detailed I would have explained how I wanted some sort of therapy but I didn’t know I could. There was a councilor that came on Monday nights in a group. I chose not to participate because it conflicted with my work schedule. Would have participated if there was individual counseling” (CI #1). “There needs to be in house therapists for the girls. I am getting my degree in social work so I could do it but I’m also on the board so there are laws against that” (BI#2).

There is a need for career/education mentorship (CI#1, AI#4-­6, BI#5,6). “During my stay I just wanted a better job and saw that BOF had resources for her, but those resources never turned into anything” (AI#4). “I think a mentorship program would be hugely beneficial, especially in considering applying for school and jobs” (BI#6).

There is a need for legal support.

“I was looking for help through BOF to get my children back. Wanted to get legal help but didn’t receive that” (AI#5).

There is a sense of community obtained from the customers being involved in the

mission of the organization. There is a lack of communication from the board to the customers on the organization goals, mission statement, and events. Because of this the girls are not volunteering or participating in the events (CI #1, AI#2).

“Improvement area: Awareness of what is going on within the organization. She would like to know the goals of the organization, what types of decisions are being made by the board, and even who the board members are. Feels that everyone would feel more connected if that was communicated across the organization” (CI #1).

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Customers at Upscale Collectables are unaware of the mission of Bridge of Faith as well and would be more satisfied with their experience and would make more purchases if they were (CI #7).

There is no way for Bridge of Faith to gather customer complaints and

suggestions. Complaints are seen as a negative thing (Client interview #1).

G. Board of Directors Assessment & Satisfaction Personal Evaluation: The Board of Directors is Very Strong in their relationships with one another, they feel as though they are a part of a family. The annual strategy meeting is extremely beneficial for the mission of the organization. It definitely needs improvement because the majority are unable to dedicate a significant amount of time to the organization, thus leaving Carol to take responsibility for all daily tasks. Board members are not consistently giving. They are not consistently involved with the lives of the girls being served. A) What is their influence, or lack thereof, in the decision making of the organization? Recruitment needs? Very Strong:

Recently received three new board members, one is a grant writer, one designs websites, and another has worked in social work and desires to give financially. All of those needs within the board were previously unfulfilled.

Definitely Needs Improvement:

All major decisions are made by Carol. If someone makes a suggestion for an event or fundraiser then that single person will have to run the entire thing, which keeps people from bringing up good ideas because no one has the time on the board in the first place (BI #1).

“Need more board members, less Carol. I would do more if she didn’t have so much going on” (AI#2).

In need of multidisciplinary members on the board. They recently lost two key members, one of which brought many donors and the other was their accountant (Client Interview #1, BI #2).

Needs someone who is technologically savvy and knows how to create systems for recording data (AI#2).

Secretary desires to retire (BI #4).

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B) How well are they utilized throughout the organization? Strong

Carol does delegate specific tasks such as the writing of nomination letters, the creation of templates and the website building (BI#2, 3).

The president and vice president have key roles within the organization and take ownership for the activities they desire to see implemented (Board Meeting #2).

Definitely Needs Improvement

“I am unable to be utilized fully because I am working and in school and on the board. The majority of the members are this way. The VP is also working and in school. Carol pretty much does everything on her own” (BI #2).

“I work a lot so I do not have enough time to put into the organization (BI#3). Overall the group is not very involved. The main concern across the organization

appears to be the lack of dedication from the volunteers and specifically from the board. Carol ends up doing nearly everything (Client Interview #1, AI#1,2, BI #1, 2, 3, 4, VI #1).

There is no explicit way for the board to be involved with the girls and they currently are not (Board meeting #2).

C) Current Satisfaction level? Strong

Feel as though they are a part of a family being on the board (AI#2, BI #1, 3). May Need Improvement

“Board meetings aren’t always time well spent. They are always discussing minimal issues, such as organization within the store” (BI #3).

Definitely Need Improvement

Board involvement is focused on events and fundraising, it is not focused on their involvement with the girls which is not motivating to them (Personal Observation, Board Meeting #2).

H. Volunteer Assessment & Satisfaction Personal Evaluation: BOF’s volunteer recruitment and education system definitely needs improvement as the majority hear about Bridge of Faith when

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they are assigned community service hours then are not educated on the mission statement. How important are volunteers to the success of the organization?

“There are only two full time employees besides Carol The rest are volunteer, but Carol does everything” (VI #1).

“What I love most about Bridge of Faith are the volunteers, they all seem knowledgeable about career options” (CI#1).

“Volunteers are our lifeline. They are worth $6,000 in service hours” (Board Meeting #2).

How are they coordinated?

The store manager does not manage the volunteers well (Client Interview #1). “A lot of younger kids come to work but she can tell they are lost because there is

no direction for the volunteers as the only staff is Nelsie” (VI #6). “I Think there should be a schedule of volunteers for the store because people

just come when they can” (VI #6). Store manager does not communicate to Carol when she receives a volunteer,

therefor they all go towards working in the store. Volunteers are required to fill out paperwork on their skills but store manager

does not do anything with it (Client interview #1). What are their responsibilities?

It appears that nearly all volunteers are directed towards working at Upscale Collectables unless they pursue otherwise (personal observation).

“I would feel more rewarded if I was able to volunteer at both the home and the store. I Would like them to look into my background and discover what I am good at and be placed in a role where I can do what I do best, such as paperwork and administrational work as I did for the police department” (VI #6).

Agree they would be more willing to volunteer more at Upscale Collectables if they were also able to work at the HOME and interact with the girls (VI #5, 6, 7, 8, 10).

Volunteers in the home CAN (not that it is communicated) come to the home and host dinners, garden at the home, help with home upkeep, do activities with the girls (Client Interview #1).

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Are there recruitment needs? The need for dedicated and passionate volunteers is one of the main problem

areas communicated across the organization (Client Interview #1, AI#1,2, BI #1, 2, 3, VI #6).

“I am interested in volunteering permanently but I don’t know how to go about it exactly. It is not presented to me as an option, it would have to be me choosing to seek out options” (VI #6).

The good volunteers are those who have experienced a similar need as those living in the HOME (Client Interview #1).

The fact that nearly all volunteers are obtained through the courts provides BOF with a majority of uncommitted and not passionate volunteers (BI#1, 2).

Many dedicated volunteers have come this way (BI #1, VI #1, 5, 6). How well are they utilized throughout the organization?

Considering that Carol does everything, not well. It is not communicated what volunteers are able to get involved with besides the store (Personal Observation).

Is there any training for volunteers?

The extent of training appears to be the shadowing of Carol (VI #2). “When I came to volunteer the only way I knew what they did was through my

choice to read through the paperwork. It was not explained to me, but I love what they do from what I read” (VI #6).

Agrees they would feel more passionate about working at Upscale Collectables if they were given a presentation on what the ministry is about (VI #6, 8, 9, 10)

Satisfaction level?

Volunteers fall in love with the organization once they hear of the mission. The problem is that the mission is not communicated to them and they are not sought out as permanent volunteers therefor they do not feel inspired to stay longer passed their required hours by the court (Personal Observation).

“I Love the organization because I get to see my money go to work. I do believe this is due to the fact that I volunteer and donate” (VI #3).

I. Follow-­Up/Alumni Program Assessment Personal Evaluation: BOF’s contact with many of the alumni from Bridge of Faith is Strong . An Area that definitely needs improvement is their lack of alumni follow up program, written record of alumni, and communication of the opportunity to continue in therapy.

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Strong Carol keeps in contact with many of the women who have gone through her

program as they see her as a mother figure and continue to call her for advice (Client Interview #1, AI #2,3).

Current VP of the board is an alumni of the program (AI#2). A woman has returned from the organization after ten years of being on her own.

Positive because Carol was able to provide a free and safe enough environment where there would be no shame to return (Client Interview #1).

Definitely Needs Improvement

There is no alumni follow up program where they are regularly invited to come back and participate (AI #1).

There is a need for alumni to continually receive therapy and follow up with their well being. One alumni still does through BOF (AI#4) while another communicated that she needs it now that she is out more than ever (AI#5).

J. Overall Stakeholder Involvement Assessment Personal Observation: This area definitely needs improvement as a recurring complaint of the volunteers and board is a lack of involvement of the girls who are being served. It is also a concern for the girls as well as they desire to get involved but are unaware how to go about it. There is no clear way of how volunteers and board members are able to get involved with the lives of the girls. Strong

The relationships Carol still fosters with the alumni sustains their respect for her, therefore they would be willing to come back and help her with her needs if she voiced them (AI#1).

The issue of lack of board involvement with the girls was discussed at the board meeting as something that needs to be changed (Board meeting #2).

Definitely Needs Improvement

The two paid staff members would appreciate it if the girls would participate in giving back to the organization (BI #1, VI#1).

The VP of the board has been as successful as she is because she was able to gain experience working in the store and was able to participate on the board from early on in her stay (AI#2).

A great volunteer was a girl who would come in to the store to work for the clothes she was given, a great relationship was built (Client Interview #1).

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“An area of improvement would be more awareness of what is going on within the organization. She would like to know the goals of the organization, what types of decisions are being made by the board, and even who the board members are. Feels that everyone would feel more connected if that was communicated across the organization. She went to the fashion show and saw a flier with future events that she didn’t even know were happening” (CI #1).

No explicit opportunity for the board members, volunteers, and donors to solve the problems of the organization and work with the girls first hand, one must figure it out for themselves how they want to get involved (Client Interview #1, Board Meeting #2).

External Environment A . Current Primary Target Market Personal Evaluation: The primary target market is women who have come from the foster care system and are facing homelessness. They occasionally will help women who are facing homelessness but their focus is on post foster care. BOF needs to be aware of the different needs of the various segments within their target market.

The program was founded because of a need Carol saw for women to have a place of permanency who have aged out of the foster care system. Many things such as prison, prostitution, and drug and alcohol abuse are a direct reflection of living in the foster system (Customer Interview #1, AI#2).

A main area of differentiation for BOF is the fact that they are not restricted by government funding therefor do not have an age, time, or location restriction (Client Interview #1, CI #6, AI#1, 2, BI#1, 2).

Two different segments within the target market that require separate needs are, a) The older generation of women (AI#5) and b) those who are recently out of foster care and desire education and job support (CI #1, 6, AI#1-­3).

Level of External Dependence Personal Evaluation: Bridge of Faith is entirely dependent on outside donations and fundraisers to provide funds for the organization. While they do have a thrift store it does not bring in any revenue.

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Carol said BOF was dependent on just one donor for a period of time. Once that donor stopped giving she learned not to place all her eggs in one basket (Client Interview #1).

The thrift store ideally would provide support to the organization but it does not bring in revenue and occasionally causes debt (BI #1).

There are potential partnership opportunities with in n out (CI #1). Desire for more grants is a common theme brought up by the board, but as

explained Bridge of Faith does not fit into a box as grants often require, additionally the organization does not have success metrics in order to obtain a grant (CI #1, BI #2).

Awareness Strategies Assessment Personal Evaluation: One of Bridge of Faith’s main issues is the fact that they don’t communicate the mission statement to their current customers, therefore current customers are unable to communicate that to others. This goes for both the individuals living within the home as well as those who shop at Upscale Collectables.

Carol is unaware how the women hear about her for the most part. Many times she will be recommended through the police station or schools but she does not advertise anywhere, all through word of mouth (CI #1).

The girls stated themselves that either found out about it through a sober living home, through the need for clothes, word of mouth, or an existing friendship with Carol (AI #1, 2).

In regards to the store, people live in the area and don’t even know it exists (BI #1).

There is a need for a improved Up*Scale Collectables portion on the website with SEO capabilities (Board Meeting #2).

Social media is not effectively utilized. Store manager will occasionally post on Facebook regarding the store but Bridge of Faith does not have any accounts.

Competition Assessment Personal Evaluation: According to Carol there is no other organizations who do what they do, which is why she started the organization in the first place. Every other home for those who are homeless and specifically those who are exiting foster care have many limitations and requirements to fulfill. BOF is simply dedicated to providing wholeness to these women.

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The Teen Project: http://theteenproject.com/index.html . Los Angeles, CA. The Teen Project is similar to BOF in that they are both answering the need of homelessness for those after foster care. The teen project offers a wider variety of services such as;; College home that also provides college support, Venice Beach PAD Drop in Center -­ resources to find them another place, text in service to find a home anywhere, outreach on the streets. The Teen project appears to have more publicity on their organization as they have been featured on many TV shows and magazines such as Oprah and the Steve Harvey Show. They measure success through them successfully transitioning into adulthood, although due to the time restriction they won’t see that transformation. How BOF is Different: The main difference in the two is that this organization has a more narrow target market of just teens in the LA area who have been while BOF only restricts that you must be female. Last Transition House: http://www.lthousing.com/#home . Vacaville, CA. The Last House is similar to BOF that provides a home for the emancipated, but it is directed towards the youth who are not going to be reunited with their families within 120 days of emancipation. It does not appear that this competitor has higher awareness than BOF. Their goal is to coach the kids to live a sustainable life through education and life skills. A donor may chose this organization due to their focus on education and teens. How BOF is Different: The focus of L.A.S.T. is towards the youth who have just been emancipated from foster care and who are unable to be reunited with their parents between the ages of 18-­24. BOF has no age limit.

Political/Legal Impact Issues The amount of children in foster care increased for the first time in 2013 (Article

#8). Fostering Connections to Success and Increasing Adoptions Act of 2008 gave

states an option to extend eligibility for Title IV-­E foster care for youth beyond age 18 until age 21. In states that have taken this option, young people can receive an additional three years of foster care support to prepare for the transition into adulthood (Article #8).

For further funds, desires shelters that greatly impact employment, education, and personal development. There is also a huge need for financial literacy programs with those from foster care. May be addressed through the education of foster parents themselves (Article #8).

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Possible lawsuit could have to do with the fact that BOF is a Christian organization and Carol integrates all she does with Christianity. If someone was of a different religion and Carol didn’t allow certain practices within her organization, there could be a problem.

Implications: The number of kids in foster care are increasing which means there will be a growing demand for the support of those who are emancipated. The demand may equal out considering that in some states the age limit for foster care is increasing to 21. The government is giving to those organizations assisting foster care to those who are aspiring to address educational issues and life skills such as money management, therefor BOF should ensure they focus on those aspects in grant writing.

Social/Cultural Environment Assessment

Researchers found that slightly more than one-­fourth (27 percent) of the mothers who had been incarcerated had a child who had been placed in foster care at some point during the child’s life. Almost the same percentage of children whose mothers were incarcerated reported having been placed in foster care at some point (Article #5).

Common misperceptions: Emancipated youth from foster care are not going to be successful anyways so why support them? Within 18 months of emancipation, one-­fourth of these youth have been incarcerated, one-­fifth have experienced homelessness, and only 2 percent will ever graduate from college (website #1).

Barack Obama has placed a large focus on investing in the youth of our nation (Website #10).

Implications: There is a huge need for the work that BOF is doing. Although this need can be seen in a negative light as many of those who have been through foster care are bringing a negative impact into the society. The society needs to be aware that this is less of the individual’s fault and more our responsibility to address the issue of emancipation from foster care. Considering that Obama has places such a high focus on investing on the youth of the U.S. it may work against BOF that they serve all ages as opposed to only the youth.

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II. Marketing Area Analysis

a. Very Strong & Strong Areas The mission statement states clearly who they serve and what they do. The mission statement is utilized on the website and the across B.O.D. 8/10 customer interviews from the home are satisfied with their experience. The women are reaching and setting goals they never thought possible. Many of the alumni still call Carol for advice and consider her mom. The board feels as though they are a part of a family. Donors are able to see their money go to work when the volunteer. Many dedicated volunteers have come through required community service

hours. Current VP of the board is an alumni of the program. Alumni sustains respect for Carol and would be willing to come back and help her

with her needs if she voiced them. b. Areas that may need improvement

The phrase,“Providing a sense of permanency” is communicated across the organization but it is not in the mission statement.

System in place to continue to create success story videos of customers. The primary evaluation may need to be made more thorough. BOF may want to consider recruiting some of those who are donating to the

organization to participate on the board. Board meetings aren’t always time well spent, minimal issues are discussed. It appears nearly all volunteers are directed towards working at Upscale

Collectables unless they pursue otherwise. c. Areas that definitely need improvement

The mission statement does not say their location. It does not communicate main differentiating factor: no time limit, age limit, or

location limit. The mission statement may need to specify what they mean by homelessness, as

the girls still have to be from foster care, the homeless aspect is to encompass the the older generation of women.

The mission statement is not communicated to customers or volunteers effectively at the HOME or Upscale Collectables.

Carol is the only one who knows the success stories and communicates them. Need documentation of each individual’s success story. Need to Communicate success stories on the website. BOF does not have an evaluation of the individuals upon completion of the

program . Need outcome and output measurements to measure and communicates success.

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BOF does not have information recorded that identifies how customers have heard about them.

BOF does not have a formal method for recording or collecting customer complaints and does not view this as being important.

BOF does not set and track goals of the girls within the home. There is a need for all the women to receive one on one counseling help. There is a need for mentorship in education and job training for the girls. There is a need for legal support. A lack of communication from the board to the customers on the organization

goals, mission statement, and events. Main concern across the organization appears to be the lack of dedication from

the volunteers and specifically from the board. Carol ends up doing nearly everything.

The fact that nearly all volunteers are obtained through the courts provides BOF with a majority of uncommitted and not passionate volunteers.

The store manager does not manage the volunteers well. The need for dedicated and passionate volunteers is one of the main problem

areas communicated across the organization Volunteers are not recruited after fulfilling their hours. There is no alumni follow up program where they are regularly communicated

with on the current status of the organization and where they are continually offered resources such as therapy or job recommendations.

The home is not advertised anywhere;; schools, counseling centers, prisons, group homes, foster care resource centers.

The clients are not taking part in the mission of the organization. No explicit opportunity for the board members, volunteers, and donors to solve

the problems of the organization and work with the girls first hand, one must figure it out for themselves how they want to get involved

d. Areas that definitely need to be continually monitored

Assessments to measure client satisfaction need to be re filled out and changed to adapt to the client’s changing needs.

Goals and metrics should be continually monitored throughout the girls’ stay at the home.

Monitoring alumni will provide a valuable asset to the organization in the influx of volunteers and mentors.

Monitoring a growing volunteer base will allow the organization to expand its reach.

Continuing to communicate the mission statement to the customers and volunteers may produce greater profits at Upscale collectables and more volunteers through the current clients.

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III. Primary/Major Marketing Goals for Next Year

Purpose: The purpose of this section is to create relevant marketing goals beginning in May 2015 based directly on the information presented in the Marketing Area Analysis. The goals will be divided into three categories: Immediate, Short-­Term, and Long-­Term.

Immediate Objectives: To be implemented between May 2015 and August 2015:

Propose changes to mission statement with the Board on the next meeting, for adding clarity on their uniqueness of no time limit or age limit, whom they serve and geographic location (Revised mission statement should be finished and implemented at the end of July 2015 if they choose to add the location.)

Begin vocally explaining the connection of Up*Scale Collectables to the Bridge of Faith mission to every volunteer and customer by May 2015.

Create adequate signage in the Up*Scale Collectables on mission of BOF by June 2015.

Obtain adequate signage for outside Up*Scale Collectables to clearly state, Bridge of Faith Up*Scale Collectables at the next board meeting to be implemented August 2015.

Begin updating and involving the girls in the home on the mission and current situation of BOF by May 2015.

Begin capturing client and alumni success stories written and through video by end of May 2015.

All current client success stories recorded by July 2015. 10 alumni success stories recorded by July 2015. Update BOF website by August 2015 with success stories tab. Immediately implement customer feedback surveys for the store and H.O.M.E. Meet with each girl in the H.O.M.E. by July 2015 to establish desired goals for

their stay at the H.O.M.E., ways they will be able to reach those goals, and a timeline.

Compile known and begin collecting output numbers that measure success into one excel spreadsheet by June 2015.

Start tracking total number of volunteers served and log of volunteer activities by end of May 2015.

Begin recording volunteer information and profile by end of May 2015.

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Put together marketing team with existing board members by next board meeting.

Begin having monthly marketing meetings June 2015. Short-­Term Goals: To be Implemented between September 2015 and January 2016:

Complete documentary project by September 2015. Acquire an intern for marketing and videography by September 2015. Recruit two new board members, a treasurer and a secretary by October 2015. Update entire website, specifically the Up*Scale Collectables page to increase

awareness of the store by October 2015. Establish partnerships with more counseling services by January 2016. Establish a partnership with legal aid services by January 2016. Establish a partnership with job training services by January 2016. Provide platform for mentorship program with current volunteers, donors, and

board of directors by November 2015. Have a comprehensive volunteer database where skills can easily be searched

when needs from organization arise by January 2016. Begin Promoting services to local schools, counseling centers, jails, rehab

facilities, and group homes by November 2015. Collect all alumni success stories still in contact with by December 2015. Obtain donations to fund the entire Catalina trip by July 2015.

Long-­Term Goals: To be implemented between February 2016 and May 2016:

Collect 250 customer feedback surveys at Up*Scale Collectables by February 2016.

Collect feedback surveys from 100% of clients who live at the home. Increase profit at Up*Scale Collectables by 30% through implementation of

survey feedback by May 2016. 100% of the board gives financial contributions. 90% of clients in the H.O.M.E. give an overall satisfaction of 9 or higher. Complete Impact and Outcomes report based off output and survey results by

May 2016. 20 new consistent volunteers working both at the home and at Up*Scale

Collectables by May 2016. 90% of volunteers give an overall satisfaction of 9 or higher. 70% of all donors be actively involved with solving the problems of the

organization.

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IV. Marketing Strategies

Internal Marketing Strategies

Purpose: To enhance and improve upon Someone Cares current marketing operations.

A. Proposed Mission Statement & Why Bridge of Faith’s Current Mission Statement:

“Providing a HOME, emotional support, and life-­skills to girls who have aged out of foster care, and women facing homelessness.”

Current Vision Statement:

“Our vision is to provide a safe environment that nurtures young women to become emotionally stable, educated and self-­supporting women of purpose with their own voice.” Recommendation #1: Revise the current mission statement to clarify the connection between homelessness and foster care, include location and the differentiating factor of no age, location, or time limit. Problem: Mission statement does not include location and does not clearly explain how Bridge of Faith is different from other organizations. Mission Statement Option #1: “Providing Whittier, California with a H.O.M.E. to offer a sense of permanency , emotional support, and life-­skills for women have aged out of foster care with no age, location, or time limit .” Mission Statement Option #2: “Serving all women who have aged out of foster care and are facing homelessness with no limitations in age, location, or time needed to obtain a sense of permanency , emotional support, and life-­skills through the provision of a H.O.M.E. in Whittier, California. Mission Statement Option #3: “ Providing a sense of permanency , life skills, and emotional support through a H.O.M.E. in Whittier, California for women who have aged out of foster care and are facing homelessness with no age, location, or time limits.” How: Present the changes at the next board of director meeting where a list of pro’s and con’s will be written out and the change will be voted on.

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Why: Bridge of Faith will benefit from the change in including the location due to the donor's desire to give to their own community. The Bridge of Faith current mission statement sounds as though they are serving two demographics;; girls after foster care and women who are homeless. It is important to clarify that BOF is serving the narrow target market of women who are homeless because of foster care. Additionally, a main differentiating factor of BOF is the fact that there is no age, location, or time limit, that differentiation should be explained. Recommendation #2: Communicate mission statement to volunteers at Up*Scale Collectables. Problem: Volunteers who come to complete community service hours are required to read about the organization but if they choose not to read it then the mission of Bridge of Faith remains unknown to them. This is a cause for retention loss for volunteers. How: Carol is now addressing this issue as she is going to meet with each volunteer who comes through so that there is no disconnect between the store and the home. I recommend that Carol delegate this task to other board members such as Rose, Mona, and Adriana and even alumni who live in the area or current resident. Once the documentary is created and the volunteer forms are implemented there will be less time needed of Carol or other board members in the training as the system should run itself. Why: The volunteers need to be thoroughly explained the mission of the organization so that they can become excited about the cause and potentially decide to stay past their hours for community service. By having a current resident or alumni hold the meeting would give them presentation experience and will allow volunteers to witness success first hand. Recommendation #3: Communicate mission statement to customers at Up*Scale Collectables. Problem: Customers are unaware of the mission of Bridge of Faith and its connection to Up*Scale Collectables. How: Obtain a new sign where “Bridge of Faith” is clearly shown in front of the name, Up*Scale Collectables. Have the mission statement painted on the walls near the cash register and throughout the store. Create the store to be an experience of reading about the success stories. Encourage at the front door to connect with Bridge of Faith on social media to read about the latest success story. Post success stories in display cases around the store for the customers to read about. Why: To take away all confusion of the connection between BOF and Up*Scale Collectables. BOF is losing out on tons of potential volunteers, clients, and profits earned from the lack of communication of the mission statement to the customers.

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Recommendation #4: Communicate the mission statement to the girls living in the H.O.M.E. Problem: The girls are disconnected from the mission of the organization and therefore are not willing to give back to the cause or commit to attending events or house meetings. How: When the girls move into the H.O.M.E. they should be presented on the organization as a whole, the mission, and various success stories. Once the documentary is created they can be shown that instead. Meetings should be offered once per month in the H.O.M.E., the first Saturday of the month with the residents, board members, and any alumni in the area. The meeting will be about what is going on with the organization as a whole and how the mission is being fulfilled in their own lives. Why: To ensure that all residents are clear on what they are a part of to then encourage them to give back to the organization and be more involved with the activities and one another.

B. Importance of Establishing Success Measurements Why: Collecting and utilizing the success of BOF through various success stories, output numbers, and outcomes of the individuals within the organization is the foundation of all marketing strategies for BOF. Bridge of Faith’s purpose is to fulfill their mission, which needs to be communicated and analyzed continually. Through the recording of the success stories, recipients of the cause are able to reflect on how they have grown. Donors, volunteers, and board members alike are inspired to give to success, specifically to the stories of the individuals, not just to the organization or the individuals running the organization. The right kinds of donors and volunteers are obtained from those who inspired by success stories. 1. Utilize Success Stories

Recommendation #1: Gather written current and alumni client success stories as well as volunteers and board members to share on various channels. Problem: The success stories are known only by Carol and a select few board members. They are communicated through word of mouth and there is no formal means of recording or sharing them on paper or digitally. Why: Carol has countless success stories, but she is only one person who is able to gather and share them with a limited amount of people. Through gathering success

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stories at the store and H.O.M.E. and sharing them on their website, social media, through a blog and in the store the gap between Up*Scale Collectables and BOF will be bridged, donors will give success, and awareness will be increased as stories are shared. How: See document on the following page for an example of how the stories can be captured by clients, customers, or volunteers (can be used by all other stakeholders). Utilized where? These success stories can be utilized on a new tab on BOF’s website titled, “Success Stories.” There will be an option for the viewer to submit their own success story on that tab, along with a picture of themselves. These stories can also be posted on the new Bridge of Faith Facebook, Instagram, Twitter, and Youtube (if the story is filmed) accounts. Success stories will also be displayed around the store so that the customers can read about how BOF has impacted their community. Please see below for an example of how Bridge of Faith can share their success stories on their website:

Gathered How? The marketing Intern (See Section E) can then input the information onto a document online. At the marketing meeting (See Section E) they will decide on one story per month that will be posted on the website, shared on the blog (See Section V), featured on social media platforms, and filmed. The marketing intern will be able to facilitate such activities. In order to utilize these photos and videos a rlease form will be required.

The following page contains a media release form:

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Media Release Form

Thank you for sharing your story with us! Your words along with your picture may be featured on our website, social media, blog, and we may even ask you if you would like to be filmed! Please sign that you agree to this media release statement so that we can utilize your story: I hereby grant “Bridge of Faith” and their legal representatives, the irrevocable and unrestricted right to use and publish photographs and/or videos of me, or in which I may be included, for editorial trade, advertising, and any other purpose and in any manner and medium and to alter the same without restriction. I hereby release photographer and his or her legal representatives and assigns from all claims and liability relating to said photographs and/or videos. Name: ________________________________ Address:________________________________________________

Phone #:________________________________________________

Email:__________________________________________________

Signature: ___________________________ Date: _______________

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Up*Scale Collectables: The forms will be at the counter at Up*Scale Collectables where customers will be asked to reflect on their experiences with the store and BOF. Whoever is at the cash register will take a photo of the individual who filled out the form and email it to the marketing intern in this format: Name_Date_Form #. To be collected by Nelsie.

The following page contains an Up*Scale Collectables success form:

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Share your experience at Up*Scale Collectables!

Bridge of Faith would love to share your success stories to the local community and members within the organization to encourage others in their own success! Please take a few minutes to share your story and how Bridge of Faith has impacted your life. If you rather please email your story to: bridgeoffaith@att.net

Name Email

I give Bridge of Faith permission to publish my story on their website & Social Media: Circle YES NO If requested I would not mind sharing my success story on video camera: Circle YES NO

Signature Date

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H.O.M.E. Resident Success Stories: Gathered How? Forms will also be required to complete by the girls in the H.O.M.E. at their six month mark and upon exit of the program. To be collected by Carol and Virginia.

The following page contains a H.O.M.E. Resident success form:

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H.O.M.E. Resident Success Story

Bridge of Faith would love to share your success stories to the local community and members within the organization to encourage others in their own success! Please take a few minutes to share your story and how Bridge of Faith has impacted your life. If you rather please email your story to: bridgeoffaith@att.net

Name Email

I give Bridge of Faith permission to publish my story on their website & Social Media: Circle YES NO If requested I would not mind sharing my success story on video camera: Circle YES NO

Signature Date

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Volunteer/Board of Directors Success Stories: Gathered How? Volunteers: The sheet will be given and introduced to each volunteer in their training manual including the statement, “Please write down any memorable experiences you have during your time with Bridge of Faith. We would love to share in those stories with others!” The sheets will be readily available at Up*Scale and in the H.O.M.E. and at all events. Volunteers will be asked directly again at their sixth month and/or when they are done volunteering. Board of Directors: The board will be given multiple copies of the form and asked to write down memorable moments. An activity will be done semi annually at a board meeting when members will be required to write down and share a success story they have witnessed an/or experienced.

The following page contains a Volunteer/B.O.D. success form:

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Share your volunteer experience with Bridge of Faith! Bridge of Faith would love to share your success stories to the local community and members within the organization to encourage others in their own success! Please take a few minutes to share your story and how Bridge of Faith has impacted your life. If you rather please email your story to: bridgeoffaith@att.net

Name Email

I give Bridge of Faith permission to publish my story on their website & Social Media: Circle YES NO If requested I would not mind sharing my success story on video camera: Circle YES NO

Signature Date

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Recommendation #2: Videotape one success story per month, either a resident, alumni, customer from the store, volunteer, board member, or director to be posted on YouTube, all other social media accounts, and posted on the website under “Success Stories.” Problem: Bridge of Faith has a few videos they have created but no system in place to continue sharing their stories through film or platform to share such videos. How: These stories can be captured at the H.O.M.E., at Up*Scale Collectables, or at BOF events. An intern, volunteer, or board members who has experience with film should be in charge of capturing these films. Possible people to be committed to this could be Robert (the individual who created the first story of Rose) and myself. BOF is not limited to having one success story filmed, edited, and uploaded per one month, this is a minimum amount. Anna or a marketing intern will be in charge of uploading the content onto the website and sharing them on social media. Possible Video Format: 3 Minutes or less

1. Where I was before BOF 2. Why I chose to get involved 3. The services I received at BOF 4. How my life has changed because of BOF

Create a YouTube account to upload existing videos and share to website immediately.

1. Go to Youtube.com 2. Click Icon:

3. Add Account. Plug in gmail account. 4. Click “My Channel” to add channel art and upload logo to profile. 5. Click Upload to upload videos. 6. Click “share” on video, go to embed and copy and paste content to website

platform to share on the website. Why: Video allows for the viewer to feel the emotion and see for themselves the success of the individuals featured. They are easily shared and are a part of where society is moving towards, less words, more visuals.

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Recommendation #3: Create a documentary of Bridge of Faith to share to donors, volunteers, residents, on the website, and social media accounts. Problem: There is a lack of communication of the mission of Bridge of Faith and not enough man power to share the story in a cohesive and effective way to people within the organization as well as to the general public. How: Myself along with either Lucien or a documentary student from Biola University with equipment access will be filming the documentary this summer to be completed in September 2015. Possible Video Format: 15 minutes or less Overall vision: Tell the story of 3-­4 chosen women who have been through foster care and how BOF has impacted their lives.

1. Educate the audience on emancipation laws and foster care statistics. 2. Tell each woman's background story. It will be set up as a conversation, switching

back and forth between the women as they share. Possible women:

a. Rose b. Charel c. The three generations living in the other home with Virginia. d. Gabby

3. Each woman will discuss what they were able to receive from BOF, each bringing up a different aspect of the organization.

4. Where they are now as a result of BOF, emotionally and in achievements. 5. Carol, Nelsie, Virginia, and other members within the organization who have

relationships with the women will speak on their observations of their success. These perspectives will be intermixed with the women’s stories.

Why: To share the overall story of Bridge of Faith in a cohesive and easily sharable format that can be presented to new volunteers, residents, and board members to ensure the mission is communicated effectively. Also, to increase awareness if the film were to gain publicity through festival submission and through SEO optimization online. Potential Videographers to Contact:

1. Biola University Cinema and Media Arts http://academics1.biola.edu/cma/ 13800 Biola Ave, La Mirada, Ca 94598 Phone: 562-­777-­4052 Email: cma@biola.edu or specifically Biola documentary professor John Schmidt, john.schmidt@biola.edu

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2. Biola University Journalism and Integrate Media http://www.biola.edu/academics/undergrad/journalism/ 13800 Biola Ave, La Mirada, Ca 94598 Email: journalism@biola.edu

3. Apply online at YouTube.com for the YouTube Nonprofit Program, http://www.youtube.com/nonprofits

2. Increase Output Measurements

Recommendation #1: Begin Collecting output measurements that communicate the success of BOF. Problem: Bridge of Faith has no means of tracking the output numbers that speak to their success. For example, the number of women who are given a H.O.M.E. How: Create an excel sheet, or utilize the one I created: http://bit.ly/1GmwWoj to track various output measurements on a monthly basis to be calculated and discussed during the monthly marketing meetings. Please see the next page for an output measurement example. BOF Output Measurement Excel Sheet Example:

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Recommended delegation of Output Collection:

Carol will oversee the outputs documented as a result of the H.O.M.E., new partners, corporate sponsors, and the amount of people educated on foster care.

The president Rose will be in charge of collecting volunteer information, mentorship program hours logged (BOD Strategies), and counseling hours provided.

The VP, Adriana will keep track of the give and got outputs of the BOD. Sue, the treasurer along with Adriana will keep track of the amount fundraised

and donated. Nelsie will keep track of the store outputs.

Why: Output measurements are activities done by the non profit that need to be kept track of in order to communicate success to potential donors and on grants. It is also a non biased form of tracking the production of BOF, areas they can be excited about and areas that need improvement. Recommendation #2: Begin collecting output measurements from Up*Scale Collectables on a daily basis if possible. Problem: There is a lot to keep track of in order to come up with correct monthly output numbers and Up*Scale Collectables is currently not profitable. How: Create an excel sheet or utilize the one I created: http://bit.ly/1zbrpEj for Nelsie to keep track of various output measuremeants within the store on a daily basis, to then be accumulated monthly. Up*Scale Collectables Output Measurement Excel Sheet Example:

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Why: In addition to providing convenience to Nelsie by giving a clear way of tracking outputs in the store this can be a way for BOF to understand what they need to sell and what they need donated as well as what people come to BOF most for. This is a potential first step to reaching profitability. Volunteers were placed with inventory measurement to increase simplicity for Nelsie to be able to utilize one form for all outputs at the store. Recommendation #3: Display output measurements clearly on website and in Up*Scale Collectables. Problem: Once there are output measurements recorded BOF must communicate them. How: Using a design program or Microsoft Word, create an infographic that displays the output measurements that speak to the BOF’s accomplishments. “SmartArt” is an option of Microsoft word that allows for blocks with text. Anna should be able to create something of this nature once data is collected. The data should be displayed under the “Success” tab of the website (See Hypothetical Success Page) as well as through fact boxes on each page of the website. Below is an example of a non profit called, Foster Care to Success: http://www.fc2success.org/success-­stories/our-­graduates/. They communicate output statistics on each page of their website titled, “Did you know…” There is additional output statistics on their success tab displayed visually though a graph representative of the amount of college graduates they have supported.

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Why: Displaying the Bridge of Faith’s quantitative success measurements in one location on the website will summarize the success of the organization at a glance. By providing statistics on each page of the website the viewer will be reminded of the success of BOF even if they never navigate to the “Success” tab. Potential volunteers, donors, board members, and residents alike will be able to understand the success and be more inclined to participate. 3. Establishing Outcomes Measurements

Recommendation #1: Implement a pre and post outcomes survey for the residents in the H.O.M.E. Problem: There is no way for Bridge of Faith to track the outcomes of the services they provide for their residents. Additionally, there has been a miscommunication of the residents to the director on their various needs. How: The following two pages contains a survey for the girls to take when they first become a resident at the H.O.M.E. and a very similar one they take upon completion of the program or at their one year mark of residency. Why: The purpose of the survey is to capture how the mission of BOF is fulfilled through the lives of the women living at the H.O.M.E. Through the analysis of such surveys BOF can also become aware of areas they are not fulfilling their mission and any disconnects between expectations and what they are actually receiving.

The following pages contain the Pre and Post Outcome Surveys

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Recommendation #2: Outcomes should be communicated on the website within the “Success Stories” tab. Problem: Bridge of Faith has no proof to share to potential donors, residents, and volunteers that the program is actually successful through the fulfillment of their mission. How: Through the analysis of the pre and post surveys, numerical data based off of the fulfillment of the mission will be obtained. Below is an example of how this data can be communicated on the website (Note: The following numerical data is not true and is only being used as an example for output formatting.): Bridge of Faith is fulfilling their mission by providing a H.O.M.E., emotional support and a sense of permanency to women after foster care and here is the evidence: Out of 20 residents surveyed:

18 came into Bridge of Faith without having emotional stability and 17 left with having emotional stability.

20 came into Bridge of Faith without having a support system and 19 left with now having one.

17 residents left Bridge of Faith having received life skills and AGREED to having the confidence to be independent.

Why: The success of an organization is measured through how well they are fulfilling their stated mission. Donors give to success. For this reason, the provision of these outcome measurements will assist in fundraising.

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4. Hypothetical Success Page on Website Summary of Hypothetical Success Pages: The following markups are utilized to exemplify how a new “Success Stories” tab could look on the BOF website including the success stories, outputs, and outcomes collected. Up*Scale Collectables can have its own “Success Stories” portion where the outputs, data collected from the volunteer feedback survey, and success stories would be featured in a similar format. Example of how to communicate success stories:

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Example of how to communicate Outputs:

46

Example of How to Communicate Outcomes:

47

B. New Customer Satisfaction Survey Recommendation #1: Semi-­annual H.O.M.E. Resident feedback survey. Problem: Bridge of Faith does not have a survey in place to anonymously understand the areas of high and low satisfaction of the residents at BOF. They currently have a survey to understand the women’s status upon entrance of the program. That information is only seen by Carol and only utilized between herself and the individual, not to improve the program as a whole. How surveys will be administered and returned: Bridge of Faith will have the women in the home fill out the survey twice per year. They are to be handed out on January 2 and returned by January 7. Handed out on July 6 and returned by July 12. The surveys will be handed out to each individual at a house meeting on that day, along with an envelope. A basket will be placed on the kitchen table where the women have approximately five days to complete it. There is no need to have an incentive as long as it is communicated that the survey is in place to improve their experience at the H.O.M.E. Why: Understanding the complaints of the main decision makers within the organization allows for the greatest amount of success to be obtained through the organization. When the customers are happy the positive multiplier effect through word of mouth is automatic. Surveys are to be completely anonymous so that the respondents are completely honest.

The following pages contain the H.O.M.E. resident Feedback Survey

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Age: 18-2526-3536-45

46-5455+

Ethnicity:White/CaucasianAfrican AmericanAsian/Pacific Islander

Hispanic/LatinoMiddle EasternNative American

Other:

Have yourecommended Bridgeof Faith to a friend? (Ifnot, would you?)

Yes No

How long were you in foster care?under one year 1-4 yrs. 5-10 yrs. 11-15 yrs. 16-18 yrs. Never

Status before coming H.O.M.E. (Check all that apply)HomelessEmancipated from foster careCollege

Group HomeCouch surfingDrug/alcohol rehab center

Abusive home

Other:

What do you receive from BOF? (Check all that apply)TherapyLegal helpEducational help

Job helpFamily unitpeace and quiet

Friendship wiht otherresidentsMentor

Life skillsEmotional support

Other:

How did you hear about Bridge of Faith?CouncilorGoogle Search

Drug/alcoholrehab centerPolice Station

Homeless ShelterGroup HomeSchool

Up*ScaleCollectables

Reffered by BOFresidentReferred by other

Other:

Directions: Cicle the number that indicates how IMPORTANT and how SATISFIED you are with each category at BOF.

LowImportance

HighImportance

LowSatisfaction

HighSatisfaction

Ability to achieve goals 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Awareness of BOFactivities

1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Relationship with otherresidents

1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Helpfulness of volunteers 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Involvement of director 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Counciling opportunities 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Job resources available 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Education resources 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Legal support 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Home upkeep 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7 8 9 10

Please Turn the Page!

Bridge of Faith H.O.M.E. ResidentSatisfaction SurveyBRIDGEOFFAITH.ORG

Hello resident! Please fill out the survey to ensure that your experience is as beneficial as possible. Surveys are completelyANONYMOUS and are to be filled out by each individual livin gin the H.O.M.E. twice per year.

DIRECTIONS: Please Read each statement and check the box that corresponds with your agreement.

StronglyAgree Agree

MildlyAgree

MildlyDisagree Disagree

StronglyDisagree

"Bridge of Faith has provided me with theresources I came to the H.O.M.E. for"

"I would participate in the organizatin activitiesmore if they were better communicated to me.

"I would volunteer at Up*Scale Collectables forthe purpose of giving back."

"I would volunteer at Up*Scale Collectables torecieve job experience."

"I feel too closely monitored at the H.O.M.E."

"BOF is moving me towards living a successfuland independent life."

"My mentor helped me to feel more capable ofreaching my goals."

"I have a relationship with multiple volunteersand board members."

"My relationship with the volunteers and boardmembers are valuable to me."

"The counciling resources available pprepareme for life after the H.O.M.E."

"The home upkeep causes me to want to leave."

"Placing no time limit on my stay at BOF allowsme to move towards the life I desire."

Please make any specific comments in regards to your responses above:

What additional services do you wish were available at Bridge of Faith?

Please state ONE thing Bridge of Faith could do to improve your volunteering experience:

LowSatisfaction

HighSatisfaction

What is your overall satisfaction in volunteering with Bridge ofFaith? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 3 4 5 6 7 8 9 10

Thank you for completing this questionnaire! Please put the survey in the providedenvelope and place in designated location.

Recommendation #2: Up*Scale Collectables Survey to be implemented immediately. Problem: Up*Scale Collectables is not profitable, there is a risk of BOF losing the store, it is considered to be the face of BOF yet a large amount of the customers are unaware of the mission of BOF. How the Surveys will be administered: For a one month period semi-­annually, once during winter and once during summer. The surveys will be handed to customers upon entrance at the store, they will be located around stations in the store next to the stations that contain success stories and they will be offered the survey again upon making their purchase if they hadn’t yet gotten a chance to fill it out. I suggest an incentive is offered of 10% off of their purchase otherwise it will be very difficult gather enough surveys. Surveys will be collected by Nelsie and reviewed at the marketing meeting for that month. Why: It will be extremely valuable to understand the customer likes and dislikes of Up*Scale Collectables, their knowledge of what BOF does, and how to increase awareness in order to make the second step towards profitability in the store (the first being the signage and success stories of BOF throughout the store.)

The following pages contain the Up*Scale Collectables Customer Feedback Survey

51

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D. Proposed Research and Tracking Systems Recommendation #1: Utilize resident/Up*Scale Collectables customer/Volunteer input to track any complaints or comments that BOF receives through email, vocally, or on surveys. Problem: BOF does not track any resident, customer, and volunteer complaints and comments. How: Utilize and excel spreadsheet template such as the one below and accessible here: that documents resident/customer/volunteer comments or complaints received. It is important to track the complaint, when the comment or complaint was made, who received the complaint, the outcome or resolution of the problem and the day it was resolved. Carol will fill in the complaints from the H.O.M.E., Virginia will in the other H.O.M.E., and Nelsie will at the store. Such complaints and plan of action of resolution are to begin being discussed at the marketing meeting and potentially brought up at board meeting depending on the severity of the issue.

Example of Comment/Complaint Tracking Spreadsheet http://bit.ly/1OZphkC

Why: It is extremely important not only to provide a way for customers and volunteers to voice complaints or praises through the implementation of the survey, but also to track the complaints in order to move towards addressing the issue, starting with the most severe and/or frequent complaints.

54

Recommendation #2: New Inventory Tracking System at Up*Scale Collectables Note: This recommendation is not to be implemented until there is more

staff at Up*Scale Collectables.

Problem: The customer of Up*Scale Collectables have complained about the inventory not being new enough of the time. Up*Scale is not profitable. How: Ask each customer if they desire to be a part of the Bridge of Faith Up*Scale Collectables New Inventory Program. If they choose they will be asked to fill out this google forms http://goo.gl/forms/TPc6VeoB99 on their smart phone or at home on their computer. The form can be printed out and manually logged for those who are not comfortable with online forms. For any large amount of donations or great new inventory that should be shared Nelsie or a volunteer can access the excel sheet produced by google forms and send an email to the individuals who fit the criteria Why: To bring in the loyal customers more often and to solve the problem of individuals not coming to the store because they think there will be no new inventory.

See Example of the Inventory Notification Form on the following page

55

Inventory Notification Form: http://goo.gl/forms/TPc6VeoB99

56

Recommendation #3: Implement Google Analytics to the website. How: Go to http://www.google.com/analytics/ and Google will take you step by step to set this up for your website. Anna should be able to do this in five minutes or less or Arlyse’s website contact can as well.

Why: The free service, Google Analytics tracks many things regarding your website including how many people have viewed, how many people are currently on it, how many people are connected to your social media platforms, etc. This is a good way to track the success of your website and what most people are interested in through tracking their navigation from page to page. E. Proposed Organizational Marketing Structure Recommendation #1: Create and implement a marketing committee to improve internal marketing communications and marketing decision-­making processes. Problem: There is no committee in place that handles marketing related problems. How: Create a marketing committee that includes board members;; VP Adriana, Ana, Arlyse, Arlene, Nelsie, volunteer Elaine, and a marketing intern (See recommendation #2), and Carol the director if she chooses and any volunteers or H.O.M.E. residents who are interested in or have experience with marketing. Adriana will be in charge of leading the marketing meetings for the time being, potentially to be lead by Arlyse who is experienced with grant writing and is marketing minded. The marketing intern will be in charge of collecting and gathering the surveys from Nelsie, Carol, and Virginia prior to the meeting. Once the committee has commenced a secretary will have to be delegated to keep track of minutes. Responsibilities of Marketing Committee:

Oversee and implement all marketing related activities in the organization. Analyze customer feedback surveys and tracking form and address the issues. Ensure success stories are being collected and shared effectively. Decide on and plan one success story to be filmed per month. Review digital strategies and updates needed on website. Update volunteers involved with marketing and BOD on marketing activities. Review potential partnerships, events to attend, and fundraisers.

57

Why: This committee will give purpose to the data collected through the customer feedback surveys, output, outcome, and success stories, as well as the complaint/comment tracking form. The committee will be able to analyze and effectively answer to the needs of the customers, as well as keep the website up to date, brainstorm on event ideas, and discover new methods gain the right kind of involved donors. Recommendation #2: Hire an unpaid marketing intern to be a part of the marketing committee, help make marketing decisions, and implement aspects of the marketing plan. This intern could come from any of the local colleges: Biola University, Cal State Fullerton, Whittier Community, etc. Problem: Bridge of Faith does not have any one dedicated person to marketing activities and it does not have enough manpower to complete the proposed marketing plan. How: Hire an intern for a semester by offering college credit, potentially to stay past their internship if they desire. This intern would work closely alongside Adriana and Arlyse to help with marketing tasks as well as be in charge of collecting and presenting data and organizing with the film intern (See Recommendation #3) to produce and post success stories on the website and social media platforms. See an example on the following page of a possible internship position. Below is a variety of schools in the area that BOF can advertise their internship program on: List of Potential Universities & Recruitment Links:

1. Biola University: https://career.biola.edu/recruit-­hire/ 2. Cal State Fullerton: http://www.fullerton.edu/career/employers/ 3. California State University Long Beach: http://www.careers.csulb.edu/information_for/employers/beachlink_employers.htm 4. Chapman University: http://www.chapman.edu/students/services/career-­development/employers/ 5. Whittier College: http://www.whittier.edu/career/post 6. Cerritos College: http://cms.cerritos.edu/job-­placement/employer-­services/employer-­services.htm

Why: It is crucial to hire a marketing intern because there is no one dedicated marketing personnel to marketing activities and not enough volunteers or board members to follow through with the various marketing activities discussed in the plan. While it would be beneficial to hire a marketing director, Bridge of Faith needs to first focus on paying the existing staff, especially the board of director. Marketing Internship Program Description on the following Page:

58

Bridge of Faith Marketing Internship Program

Of the 4,000 foster youth in California who age out of the system each year, research suggests, 50 percent or more become homeless. Upon emancipation, emotions surface and wreak havoc when their adult responsibilities meet them head-­on and demand attention. Located in Whittier,CA Bridge of Faith’s mission is to provide a HOME, emotional support, and life-­skills to girls who have aged out of foster care, and women facing homelessness.Bridge of Faith also has a thrift store located in Uptown Whittier called Up*Scale Collectables that acts as a funding source and the face of the organization. Bridge of Faith is seeking a dynamic, self starter responsible for assisting the organization in the development and implementation of its marketing, business development and public relation strategy. This position is an excellent opportunity to receive real world experience as a leader within a marketing committee dedicated to serving women in need of a support system and home. Responsibilities include:

Collecting and sharing success stories of the organization on social media and on the Bridge of Faith website.

Work alongside film intern to share stories visually. Analyze and present data of H.O.M.E. resident, Up*Scale collectables customers, and volunteers to

strategize on improving their experience. Assist in planning, writing and managing e-­newsletters. Prepare monthly reports for monthly marketing meetings. Collaborate with marketing committee on how to effectively reach and involve donors.

The ideal candidate:

Must be enrolled or a recent graduate from an undergraduate program in a related field: Marketing, English, Business Administration, Journalism or Public Relations.

Excellent organizational skills, attention to detail, ability to prioritize and meet deadlines. Basic understanding of website development. Must demonstrate excellent interpersonal skills. Must be comfortable with collecting and analyzing research in order to solve problems with a team

of people. Must be an excellent story teller that will be able to sift through stories and find the right ones that

speak to the mission of BOF. Hours: 6-­12 hours per week with flexible times. Must be available on Saturday mornings, second saturday of every month for marketing meetings. Compensation: School credit and the ability to manage self driven projects to be utilized for resume building. Location: H.O.M.E. and Up*Scale Collectables in Uptown Whittier, CA. Apply: Please send cover letter, resume and writing sample to bridgeoffaith@att.net

59

Bridge of Faith Film Intern

Of the 4,000 foster youth in California who age out of the system each year, research suggests, 50 percent or more become homeless. Upon emancipation, emotions surface and wreak havoc when their adult responsibilities meet them head-­on and demand attention. Located in Whittier,CA Bridge of Faith’s mission is to provide a HOME, emotional support, and life-­skills to girls who have aged out of foster care, and women facing homelessness.Bridge of Faith also has a thrift store located in Uptown Whittier called Up*Scale Collectables that acts as a funding source and the face of the organization. Bridge of Faith is seeking a film intern with a skill and passion of telling stories through film to be shared for the benefit of the individuals and the organization. Responsibilities Include:

Documentation and edit of 1-­3 Bridge of Faith individual success stories per month. Work on the production of a Bridge of Faith documentary to be shared with residents, donors,

volunteers, on the website, and social media platforms. Working alongside marketing intern to strategize on branding through film. Bridge of Faith will pay the cost of equipment access at school.

Requirements: Must have adequate experience as a filmmaker, do not need a degree or education in the film industry. Must have own equipment or access to rental equipment. Hours: 4-­8 hours per week. Compensation: School credit and the ability to manage self driven projects to be utilized for resume building. Location: H.O.M.E. and Up*Scale Collectables in Uptown Whittier, CA. Apply: Please send cover letter, resume and film sample bridgeoffaith@att.net

60

F. Sample Marketing Meeting Agenda How: The following page contains a sample marketing meeting agenda that can serve as a guide for the marketing committee meeting. The Bridge of Faith committee should meet once per month. Before these meetings are held the Board of Directors should vote on the decision of beginning these meetings as well as who will be the members for the committee. These meetings will be a place where findings from research are discussed, where they go over the potential success stories to share, as well as brainstorm on ways to involve donors and reach potential residents. Recommended to attend the meetings: President Rose, VP Adriana, new board members: Elaine, Arlyse, Arlene, Nelsie, a marketing intern and Carol the director if she chooses and any volunteers or H.O.M.E. residents who are interested in or have experience with marketing. Why: Marketing meetings are necessary because they will provide a goal for the committee to work towards to complete their marketing tasks for the month and a way for the individuals to come together to dedicate efforts to solve problems, answer questions, and bounce ideas off of one another to promote success within the organization and strategize on how to communicate success to the public. The following page contains a Marketing Meeting Agenda Template

61

Marketing Meeting Agenda

Providing a HOME, emotional support, and life-­skills to girls who have aged out of foster care, and women facing homelessness.

Today’s Date:

Introduction:

Review the last meeting’s minutes Revisit any pre-­existing marketing related issues. Hand out new marketing meeting agenda/minutes.

Review Marketing Objectives

Give brief update of some upcoming goals. Discuss and present survey information.

Discuss Marketing Goals/Strategies

List out and discuss progress made by last meeting List out and discuss success, failures, and any other questions and/or areas of concern.

Address Monthly Activities and Assign Tasks

Delegate and record any additional help for any unfinished projects List and delegate new tasks for the month;; assign strict deadlines for each task.

Discuss Budget/Financial Development

Review budget for the month Note any changes to the budget since last meeting Make the necessary adjustments to the budget

Survey Overview

Discuss important results from surveys Note changes that need to be made with tracking, developing, and distributing surveys. Determine/discuss appropriate course of action in response to survey results.

Success Story Review

Review and share acquired success stories. Choose at least one to be filmed and shared on the website and social media platforms.

Miscellaneous Topics

Offer any other issues that need to be discussed Delegate Action (My Responsibilities)

62

G. Board of Directors Strategies Recommendation #1: Recruit three new board members by the end of November 2015 who are experienced in accounting, secretarial work, and marketing. Problem: The secretary on the board desires to retire, their treasurer had to resign due to work, and the only individual who has been involved with marketing is too busy with work as well. How: An ideal candidate would be someone who is connected to the organization such as a donor or alumni. In the next blog post Bridge of Faith should voice the story involved with their needs and request for an accountant, a secretary, and marketing personnel to be a part of the board. It is also a possibility to communicate with existing corporate partnerships such as PIH to see if they recommend any board members who would be interested. Why: Currently there is no one who is experienced in marketing on the board, the current secretary recently committed to becoming treasurer because she is hard of hearing, and the current VP who is already extremely busy has been delegated to becoming the secretary and assisting with treasury. Clearly there is a need for board recruitment. Recommendation #2: Board Member Mentorship Program Problem: There is a lack of involvement of the Board with the girls in the H.O.M.E. The girls have communicated that they feel out of the loop when it comes to the organization activities and the Board Members have voiced that their favorite part of being involved with BOF is because of the girls yet the interaction is minimal. Additionally, the girls in the H.O.M.E. desire resources that the board has to offer such as education and job support, but those needs are not being fulfilled. How: Upon entrance into the home and immediately for current residents, each resident will be asked to fill out a sheet on the types of services they would like to learn from a mentor as well as things they like to do for fun. Each Board member will write down the skills they have that could benefit a resident in the H.O.M.E. as well as the activities they enjoy doing for fun. Cards will be posted on the H.O.M.E. bulletin board where the girls will be able to see what the various board members and potentially donors and volunteers are skilled in. Additionally there will be an email sent out by Carol to all who have filled out the card when a new card is filled. The email will include a scanned copy of the new card in addition to all the existing unmatched individuals.

The following page contains examples of connect cards for the

mentorship program:

63

Connect Card Examples for Mentorship Program:

64

Why: To bridge the gap between the board of directors and the residents in the H.O.M.E. The board would be utilized in the areas they are knowledgeable in and the girls will be receiving the services they desire from BOF and will become a part of the organization’s activities. Carol does not want to have someone set up a mentor and a mentee as those types of activities are similar to group homes. She wants to provide a place where people can connect themselves and take ownership of their own success.

H. Volunteer Strategies

A. “Ideal Profile” of a Volunteer:

Individuals who have personal experience with foster care or who are very passionate about the cause of providing emotional stability and a place to women of all ages who have experienced life as a foster girl.

B. How the organization should go about finding these individuals:

Recommendation #1: Make a wish list of projects that are needed to provide a base for who BOF should recruit. How: Create a wish list on word or excel that details the projects that BOF would love to get expertise with, including a brief description of the project. This list can guide the board member who oversees targeting and recruiting certain people who have expertise in the projects that are needed, or help find people already who could fulfill the items on the wish list. This list could also be shared with recurring volunteers to see if any of them have skills to work on the project or whether they have networking connections that could help. A key will be to post such document at various places around the store, to communicate that there are other volunteer opportunities than working in the store. The document should also be posted at various locations around the H.O.M.E. The document on the following page is just an example of what the wish list could look like.

Why: This allows for BOF to understand what skills/types of volunteers are needed to improve the effectiveness of the organization outside of simply helping within the store or gardening at the H.O.M.E. This also provides a description to the residents of the H.O.M.E. on ways they are able to get involved with the cause.

See “Project Wish List” on the following page

65

P r o j e c t W i s h l i s t

ATTN: POTENTIAL VOLUNTEERS

BOF is searching for expertise in the following areas:

College Prep/Financial aid Expert: We are looking for individuals who are knowledgeable about the college application and financial aid process to aid our girls in achieving a college education.

Knowledge of job training: Desire for a professional who is well versed in what it takes to create a solid resume and interview to help the residents get their dream job.

Technology Savvy Individual: The BOF leaders are in dire need of technological support!

Social Media Guru: Are you always on social media? Help share the success of BOF through all social media platforms.

Film Producer/Videographer: Searching for an individual with a video camera who can capture and share the organization’s success stories through film.

Handy Man: We need your strength and knowledge to help us keep the H.O.M.E. in top condition for the residents!

Legal Support: Various residents need help in court for themselves and for their kids.

If any of these volunteer needs at Bridge of Faith spark your interest

please email director Carol Reza: Bridgeoffaith@att.net

66

Recommendation #2: Recruit residents of the H.O.M.E. to volunteer at Up*Scale Collectables. How: By communicated more effectively how volunteering at Up*Scale is a job training service through a flyer given to them upon entrance into the H.O.M.E. See below for an example of a flyer. Why: Up*Scale Collectables does not have a consistent volunteer base. Additionally there are not many clear ways for the volunteers to interact with the residents in the H.O.M.E. By bringing the girls into the store the gap between the girls and the volunteers can begin to Bridge. Additionally, for many of the alumni of the H.O.M.E. volunteering in the store was an integral part of their growth.

C. Why they would want to be a part of your organization?

Currently volunteers are directed towards working at the store for the most part. Those who have a passion for consignment stores and a peaceful environments would want to work for Bridge of Faith. For an individual who is seeking to impact the personal lives of those in need may not desire to take part due to the lack of awareness of how to be involved in the lives of the women in the H.O.M.E. If that was a part of the volunteering experience more often they would take part because of the personal relationships built and the stories heard.

67

D. How you will utilize their resources and/or expertise?

Recommendation #3: BOF should utilize a volunteer information form continuously (refer to the following pages for a sample information form).

Why: It has been communicated from volunteers at Up*Scale Collectables that they wish Bridge of Faith would notice their job experiences and skills to then be utilized for the benefit for the organization instead of only organizing the sore. They desire to also work with the actual mission of the organization. It has been communicated that there is a form the volunteers are supposed to fill out explaining their skills and qualities to contribute, but the volunteers communicated that there was nothing of the sort. How: Through a volunteer information form seen on the following page and the input of the data onto google drive, all board members will be able to log on and view the new skills and experience of the volunteers that come in to be utilized effectively. There will be no more of the lack of communication between the store volunteers and the H.O.M.E. volunteers. This spreadsheet will be reviewed at marketing and board meetings to ensure the volunteers are utilized fully. The volunteer will also be asked if they desire to learn more about the mentorship program the Board of Directors are involved in. For a volunteer to be a mentor three board members must interview the volunteer. Whoever receives this document must document the information immediately. See Volunteer Information Form on the following page

68

Volunteer Information Form Thank you for interest in serving at Bridge of Faith Up*Scale Collectables. We are excited to work alongside you to benefit the lives of women after foster care. Please fill out this form so that we are able to better understandwho you are and how youwill best be utilized here. Contact Information

Name:_____________________Birthday:______________________ Address:________________________________________________

Phone #:________________________________________________

Email:__________________________________________________

Preferred communication Method:_____________________________________

Best time to reach you:_____________________________________ Professional Experiences

Profession:______________________________ Employer:_____________________ Brief Work History: ______________________________________________________________________________________________________________________________________________________ _______________________________________________________ _______________________________________________________ Other Skills:____________________________________________ _ I am interested in learning more about participating as a mentor to a woman in the Bridge of Faith H.O.M.E. Circle YES NO

69

Excel Sheet of Volunteer Information Form: http://bit.ly/1QDQcG6

E. How will you encourage them-­Improve their level of satisfaction? Do

they need some form of training?

Recommendation#2: Administer a volunteer satisfaction survey semi annually and after each event. Problem: There is no way for volunteers to anonymously voice complaints or opinions about their experience at BOF. How: Administer the survey to all volunteers after each event and twice per year hand out survey to all volunteers to be placed in an envelope and kept in one place at Up*Scale Collectables. Why: Bridge of Faith is run nearly entirely on a volunteer basis, therefor volunteers are the lifeline of the organization. There has been dissatisfactionwith volunteers with the lack of knowledge of how to continue to work besides in the store. These surveys will speak to that issue as well as point out areas of high and low satisfaction.

The following page contains a Volunteer Satisfaction Survey

Template

70

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I. Proposal for Follow-­Up/Alumni Program Recommendation #1: Keep the alumni in communication through the implementation of a monthly blog post (See promotion strategies) Why: A monthly blog post will cause the alumni to always be aware of the success to encourage continual word of mouth and so they are always invited to the events. The majority of the alumni do not live in the area which is the reasoning behind not holding alumni meetings. Recommendation #2: Collect alumni success stories through forms. How: Bridge of Faith should email success page form online to all alumni. If they do not have access to a computer BOF will send the success form with an extra postmarked envelope to send back. Why: A large amount of BOF alumni are living successful lives as educated, working women who often give back and serve individuals who came from similar pasts as their own. These stories need to be documented and shared on the website, around the store, and on various social media platforms. The following page contains an Alumni Success Story template

73

Share your success as a BOF Alumni!

Bridge of Faith would love to share your success stories to the local community and members within the organization to encourage others in their own success! Please take a few minutes to share your story and how Bridge of Faith has impacted your life. If you rather please email your story to: bridgeoffaith@att.net

Name Email

I give Bridge of Faith permission to publish my story on their website & Social Media: Circle YES NO If requested I would not mind sharing my success story on video camera: Circle YES NO

Signature Date

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External Marketing Strategies Purpose: The section provides strategies to improve Bridge of Faith’s current external marketing operations. This section has been formulated based off of the situational analysis. I also seeks to identify the specific target markets that Bridge of Faith serves. A. Potential Target Markets (within the overall target market of women after foster care):

a. Career/education focused girl

Why: Emancipation from foster care is at the age of eighteen when one would normally be applying for college. Many of the goals of the residents currently in the home as well as the alumni are to get a college education and a job. There are success stories surrounding these elements as well as areas of disappointment from the women as well.

b. Women with children

Why: Bridge of Faith currently has two homes that house one family each, a single mom with children and three generations of women are living in the other home: grandmother, daughter, and granddaughter. Considering that this is the first time Bridge of Faith has taken part in birth mother reconciliation it is important to monitor if a success is being produced there.

c. Older generation of women (past addiction, homelessness, prison) Why: Beginning with Rose, BOF has been taking in women of all ages who continue to struggle as foster care has deeply impacted their person. There have been great success stories with this demographic as well as the feeling of being over monitored the same way a younger girl would.

d. Girls right out of foster care/group homes

Why: These are the girls that are of most concern to Carol and the reason for the core vision behind the H.O.M.E. These girls are the most vulnerable as they have no idea how to live on their own. There is also a great opportunity to have a hand in encouraging positive decision making early on in regards to college and career goals specifically and provide a safe place to heal and grow.

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e. Up*Scale Collectables customers Why: There is a risk for Up*Scale Collectables to go out of business and understanding the customers and implementing marketing strategies to improve their experience would be key in the success of Up*Scale.

B. Chosen Specific Target Market

Purpose: This section focuses on a single target market with a subset of another from the above list. This chosen target market will be the primary focus for the remainder of this study and all strategies will be directed towards it. Chosen Target Market: (D) Girls right out of foster care or group homes. Career and education focused girls (A) are a category within this segment. Why: This segment was chosen because as explained by Carol, her greatest concern is for the girls who are being emancipated from foster care at the age of 18. These girls have not been exemplified how to live a healthy, stable, or successful life and are thrown into the world to fend for themselves without this understanding. There are two rooms currently available in the H.O.M.E. and Carol would like to reach this demographic. C. Newly Emancipated from Foster Care Experience Strategies

1) Current product/services strategies that make up the customer

experience: Bridge of Faith provides girls right out of foster care with a peaceful place they are able to call their home, a sense of permanency as there is no time limit or age limit. They receive food and furniture, and a room for a monthly rate. The paperwork they fill out upon entrance is a self evaluation on their current status in regards to family members, finances, emotional and social state. They receive Carol as their mentor who will recommend other services such as job, education, court advocacy, support group, or counseling through her various partnerships. In order for the girls to receive the support they have to first recognize the need themselves then open up to Carol. A vision of BOF is to encourage the girls to find their own voice and to provide a safe place to do so.

2) Proposals for changing parts of the products/services Have a professional counselor evaluate each girl upon entrance into the

program and continually throughout their stay, frequency dependent on severity of cases.

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Provide a platform through the mentorship program for the emancipated youth and Board members or qualified volunteer to connect and set goals with and achieve through their assistance with any legal, college support, financial aid help, job search, food prep, etc.

Goals should be established and measured throughout their stay to move towards independence, to leave the H.O.M.E. in a responsible/healthy time frame, and encouraged to live on their own as a part of their success.

3) Why The girls are asked to evaluate themselves when they don’t even have a

place to call home. Carol is a great mentor to the girls as seen in many success stories but not every girls is going to open up to her and she is not a professional counselor. Board members, residents, and alumni all agreed there should be required evaluations from counselors/therapists on the girls.

Carol is just one person and can’t effectively mentor each girl. By matching each girl with a corresponding mentor that is knowledgeable about areas the girl desires to learn, relationships can be built and success can be achieved.

While there is no time limit, there seems to be a healthy time frame for an individual to stay at the H.O.M.E. If goals are established correctly to move towards independence then the resident should be able to move out naturally once those are met. Alumni attribute a part of their success to now living on their own. A healthy time frame of residents allows for more emancipated youth to have a chance to live at the H.O.M.E.

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D.Proposed Positioning “Strategy” Map

Explanation of Positioning Map: Bridge of Faith already differentiates itself from other organizations who provide care for the emancipated foster youth by focusing on emotional healing. Having a professional therapist evaluate each resident newly emancipated from foster care would move the organization from focusing on the emotional healing to effectiveness. By assigning each of these residents with their own mentor with knowledge on college, Bridge of Faith will move further towards its competition and full college support.

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E. Proposed Price Strategies

1) Current Pricing Strategy Bridge of Faith charges a base price of $600 per month for everything including food, utilities, and furniture. Currently the highest a resident is paying is $650/mo. and the lowest is $325/mo. This amount is based off of the mortgage being $2,600/mo., insurance being $500/Mo., utilities $500/Mo., food $600/mo. and gifts/events $200/mo. totaling $8,625 per mo.

2) Your specific proposal(s) for pricing

The pricing model seems correct for the given expenses and situation. I suggest communicating more effectively the ability for the residents to receive a job experience. For those coming right out of the system they will most likely need job experience and Bridge of Faith is the perfect platform to gain it.

3) Why

I don’t believe the current pricing structure should be altered because Bridge of Faith doesn’t currently have enough funds to lower the price, the price teaches the residents how to manage money while having a lenient landlord. The option of the residents working in the store ROI for Bridge of Faith will most likely increase funds because of the potential donor involvement with the individuals being served by BOF (See Fundraising).

F. Proposed Partnership Strategies

1) The current partnership strategies

Currently partners with the Whole Child in Whittier to provide emotional support for specific cases and only to children. Once the resident turns nineteen they would have to go elsewhere. They also partner with a group of councilors who are still in school called quarter blue, an ex-­resident still goes back to the home to receive therapy from them. They have some involvement with SPIRITT family services, but their focus is also on teenagers. They have some involvement with Interfaith Community Counseling which Carol prefers as a partner. They have no established partnerships when it comes to school or job training, only personal connections.

2) Your specific proposal I recommend that BOF work closer with Interfaith Community

Counseling Center to have each resident have the opportunity to

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continually be reviewed depending on the severity of the case. ICC is located in Whittier and pairs up a councilor with an individual to cater to their specific needs.

I also recommend that BOF connect with CareerWise, located in Fullerton to assist the girls in job and education training.

3) “WHY”

To ensure that each resident is evaluated from a third party perspective to ensure the optimum amount of support. This need was communicated from across the organization. A job training service was recommended because the common need amongst the women in the home is to find a good job and get an education. CareerWise already partners with other homes for the homeless in the area so they would know how partnerships work.

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V. Promotion/Awareness Strategies

Purpose: This section provides promotion and awareness strategies that are designed specifically to reach the target market of girls directly out of emancipation from foster care.

1. Advertising Strategies Recommendation #1: Implement a monthly newsletter in the form of a blog on the website. How: Created a blog example: https://bridgeoffaithwhittier.wordpress.com to be eventually implemented on the website by July 2015. The blog will be focused on telling success stories through the perspective of leadership within the organization. Carol can begin then to follow her a volunteer, customer, board member, or donor will be asked to take over the blog or they can request to write the blog, one per month, to be notified one month in advance. The marketing intern will edit the blog posts, add photos submitted by author, or add recent photos, ensure that output and outcome statistics are communicated on every newsletter as well as announcements and reviews of any events BOF completed or attended. Why: Due to the sharing feasibility of blogs on the website, facebook, twitter, email, and the SEO implementation for wordpress, an emailed document was not chosen as the medium for the newsletter. The blog can increase awareness of the organization because the targeted demographic is likely to search online for after foster care resources:

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Recommendation #2: Utilize a fact sheet for girls who have just exited foster care. How: Provide a summary of the mission and services pertaining to women after foster care as well as the number of rooms available currently. These facts sheets can be given to various police stations, schools, counseling centers, drug/alcohol rehabilitation centers, and at Up*Scale Collectables. Why: The fact sheet is to be utilized to communicate in a concise and appealing manner the services provided by Bridge of Faith to the targeted demographic in order to increase awareness in places current customers have stated where they heard about the organization. See the next page for “Recently emancipated from foster care” Fact Sheet

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Bridge of Faith Fact Sheet for emancipated foster girls

What is Bridge of Faith: A nonprofit organization located in Whittier, CA dedicated to providing a

H.O.M.E., a sense of stability for women after emancipation from foster care. Carol Reza, current director, founded the organization in 1996. The first

H.O.M.E. was opened in 2003. H.O.M.E. stands for Home Opportunity Meets Emancipation.

Mission:

“Providing a HOME, emotional support, and life-­skills to girls who have aged out of foster care, and women facing homelessness.”

Programs/Services/Resources Offered

A place to call home. Peace and Quiet. Job/Education resources. How to live a healthy lifestyle Food and furniture provided. V.I.P. program -­ develops Value, Importance, and Purpose resident lives. Ability to receive job experience through Up*Scale Collectables consignment

store. H.O.M.E. Resident Quotes:

“While at B.O.F. I;; obtained a driver’s license, was given a stable home, life skills through working at the store, learned how to effectively communicate, got my G.E.D., I was silough detorian at my college, and graduated my university with a 3.7.” -­ Rose, Board President, BOF alumni.

“I am now hopeful for my future because I has adopted a healthy lifestyle and habits and have connected with great people. ”

Number of Vacancies in the H.O.M.E:

Contact Information: Whittier, CA

P: (562)-­322-­5265 ~ bridgeoffaith@att.net

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2. Website Strategies Recommendation #1: Update entire website with fresh visuals, content, pictures, and videos. Why: Overall appearance of website is out of date in addition to there being no current images, events, stories, or statistics. Causes the viewer to question the success of the organization, if they are staying up to date with the times or falling behind. How: Receive a price quote from Arlys’ contact. If prices are too high, Arlene and myself will be able to create a website on Squarespace with the help of Board member Anna as well. The following is a screenshot of an organization called, “Not For Sale,” http://notforsalecampaign.org/ , why the website works:

The homepage clearly states the purpose of the organization: “Not For Sale protects people and communities from human trafficking.”

The homepage includes photos of people impacted. The site includes a blog where visitors can read more stories about the issues at

hand and how the organization is combating them. The navigation menu provides easy access to information about the organization,

ways to get involved, and to donate.

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Recommendation #2: Change tab from “Up*Scale Collectables” to “Retail Store” Once tab is opened it should take the viewer to a separate website for Up*Scale Collectables. Why: The most prominent need at the moment is to further develop Up*Scale Collectables tab or create a new website for the store as the board of directors has decided is needed. Some push back on that decision is the further confusion between the connection between Up*Scale Collectables and Bridge of Faith if a separate web page were created. Individuals who have not been to the store would have no idea what Up*Scale Collectables is. On the other hand it may be beneficial in utilizing google adwords to have separate sites. TBD in the future. Recommendation #3: Update the entire Up*Scale Collectables tab or web page content. Why: The current content provided on the website does not drive sales, encourage viewers to go to the store, or explain the purpose. Content that should be provided:

About: Old and new treasures quote by Carol, her picture and her vision for the store as it relates to the vision of Bridge of Faith, a drop in counseling center, a place where the girls can gain job experience.

Items available Success stories from: Customers, H.O.M.E. residents who have worked in the

store., volunteers. Contact to donate Social media stream: Nelsie can post live images of items in store.

Example below:

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3. Personal Selling Strategies Recommendation #1: Go to where the girls are and speak to them on the mission of Bridge of Faith. How: One per month time should be set aside to going into one of the following: the schools and communicating with councilors, the group homes in the area, juvenile hall, to the drug/alcohol rehabilitation centers, homeless shelters, to communicate the mission of Bridge of Faith and the opportunity to heal there. The first few times should just be Carol and Rose because they are the best equipped to share about Bridge of Faith. They can then proceed to train Mona and Veronica. Then the rest of the board will be equipped. Why: To reach the girls before they are out on the streets and to increase awareness of the organization to the target market.

4. Social Media Strategies Recommendation #1: Create Facebook and Instagram account for Up*Scale and separate accounts for Bridge of Faith. Why: Content that should be posted on a consistent basis for the store is completely different than content that should be posted for Bridge of Faith. Instagram is an excellent way to increase awareness to the target demographic as more of the younger generation use instagram than Facebook. How to create an instagram:

1. Go to “google play” for an android or “itunes store” for an iphone. 2. Search, “instagram” and click to download. 3. Open the app once the download has completed. 4. Click sign up and fill in information.

How to post on instagram:

1. Go to app. 2. Click instagram icon on bottom of screen. 3. Choose from gallery 4. Write in the dialogue box and share!

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How to add page to manage on Facebook: 1. Go to create a page: www.facebookcom/pages/create 2. Click Company, Organization, or institution 3. Fill in information and get started!

Recommendation #2: Share all success stories received along with a picture of the individual at the store, from the H.O.M.E., in the community, from the police, etc. How: The success stories will be collected and given to the marketing intern on a weekly basis for social media purposes and the images collected will be emailed to him/her. The intern should be able to analyze when the right times are to post on social media, with the correct hashtags to boost likes. The videos documented can be made into 15 second short clips to share on instagram and posted on youtube to share the link on facebook. Why: People are moved by success stories and want to be a part of the success. Sharing stories via social media is an excellent way to reach the target market of girls recently out of foster care.

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VI. Fund Raising Strategies

A. Overview of Existing Fund Raising Strategies

Fundraising is very important for Bridge of Faith because they do not receive any

government support. Everything they have is through individual donations, minimal grants, and their fundraising events. The fundraising events they host are the annual fashion show, tea, and pancake breakfast. Bridge of Faith also has a retail store called Up*Scale collectables. The store does not produce much profit and sometimes will even detract from the profits.

The donors of Bridge of Faith are passionate about the cause of the organization

but they are not involved with solving the problems of the organization. From Carol’s perspective there are people who give money to the cause then there are people who volunteer and those entities are separate.

B. Proposal for Improving Existing Fund Raising Strategies Recommendation #1: Encourage donor involvement with the organization at existing fundraising events and with all existing donors. How: At fundraising events there will be a form at each table where the individuals will be asked to fill out what they like to do, what they know how to do, how their skills or passions can be translated into an involvement activity with the girls in the H.O.M.E. or working at the store Up*Scale Collectables. The individual MC-­ing the event would give some ideas the individuals there such as cooking lessons, job application training, tutoring, babysitting, retail, etc. They would also explain that this is not something forced if they don’t have the time but something encouraged. Why: To give donors a way to take ownership of the organization through coming up with their own ideas of participation. This will be a way for donors to take part in the cause instead of simply hearing what the organization does.

See donor involvement form example on the following page:

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Be a Part of the Cause! Mission: Providing a HOME, emotional support, and life-­skills to girls who have aged out of foster care, and women facing homelessness.

Vision: Our vision is to provide a safe environment that nurtures young women to become emotionally stable, educated and self-­supporting women of purpose with their own voice.

Name:_____________________Birthday:______________________ Address:________________________________________________

Phone #:________________________________________________

Email:__________________________________________________

Preferred communication Method:_____________________________________

Best time to reach you:_____________________________________

What do you like to do for fun? (i.e. cooking, hiking, knitting, sewing, gardening) _______________________________________________________ _______________________________________________________ What are you good at doing? (i.e. job training, college apps, counseling, retail) _______________________________________________________ _______________________________________________________ _______________________________________________________ What is one (or more) way(s) you would like to get involved with the girls in the H.O.M.E. or at the store;; Up*Scale Collectables? _______________________________________________________ _______________________________________________________ Giving goal for the year: _____________________________________ I am interested in becoming a board member Circle YES NO

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Recommendation #2: Create a new method for obtaining donors through building one-­on-­one relationships and getting them involved in the organization.

Why: You cannot go straight to asking donors to invest in your organization;; you must work through a system to get there first. People give to people;; therefore, the focus of the administration and the stakeholders needs to be on relationships and getting people involved. People have to feel a sense of ownership in the organization;; they need to be empowered through their volunteer work.

How: The focus here is getting the donors involved in solving the problems of the organization. Get prospective donors involved first before asking them to invest by asking them to volunteer their time or ask for advice or ideas. Share BOF’s mission statement and the work and success of the organization (utilize guest satisfaction survey results, output and outcome measurements, and success stories to help share the impact that BOF is having on their residents). Ask potential donors that you are seeking advice on building a stronger network and that you are looking for help working at an upcoming event and need their skills and expertise. Allow the donor to lead and ask them how they would see themselves getting more involved at Bridge of Faith.

Follow this pattern in building relationships with donors:

1. IDENTIFY – individuals that BOF already has relationships with (court volunteers, elderly, volunteers, corporate volunteers)

2. INFORM – of mission and success stories 3. Determine INTEREST level. 4. INVOLVE people in any way with SC. 5. Ask to INVEST.

Recommendation #3: Utilize the leadership of Bridge of Faith to mentor and involve the donors of BOF. How: Rach leader within the organization: Carol, Rose, and Nelsie could communicate and establish what are the factors and life experiences that have lead them to becoming leaders in the organization. From there they would establish specific qualities that would be ideal to have on their team, someone who would take ownership of the cause. Each donor would have a grid created personally for them with how they are taking steps to move towards those qualities. “Know the effects of foster care” for example, could be something the leaders of BOF established as being a metric to their success at

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the organization. This factor could be made into an action step such as, “I worked personally with a resident in the home.” In addition to the donor’s own action steps, BOF would communicate with this donor different statistics and stories of things happening within their community of girls after foster care. The donor would be able to interact with the database where this information is stored, potentially via google drive, where they can comment on the experience, where other donors would be able to view their experience and where the leaders within BOF would be trained to track their personal growth and brainstorm ideas on how to impact them further. Discovering the right people for this would simply be through asking questions and understanding their own personal involvement with the cause/problem. Asking for money would come naturally as a response to the goals set through the relationship with the donors.

Example of a Donor Mentorship Spreadsheet (For one success metric) http://bit.ly/1PodyfD

Why: To create a place where Bridge of Faith is just as much a cause for the girls in the H.O.M.E. as it is a place of growth for those who are donating their time and funds.

Obtaining funds is a direct response to donor ownership of the organization.

C. Proposed Donor Involvement Strategies

Recommendation #1: Record the donor involvement forms onto an interactive database where all board members will be able to access how each donor can be best utilized within the organization and recommend for further involvement. Why: This keeps the donor involved in different ways and reminds them of the organization without being overbearing. Touch points are based on customized

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preferences and the differences in month-­to-­month interactions feels personalized to each donor. Instead of just sending a standardized thank you note, this will show that you value the donors time and not only their financial contribution. This will help to differentiate from other organizations that only ask for monetary donations. How: Adriana, the current secretary and partial treasurer can be in charge of recording the donor involvement forms onto the excel sheet (example seen below) and ensuring that all donors fill out the form. The information will be utilized to keep track of what each donor gives, their personal goal for giving, how their time and money goes into solving the problems of the organization and recommendations for further involvement. The data can be used to follow up with donors in a personalized thank you letter and/or through their preferred communication method after they give and move towards reaching their giving goal.

Example of Donor Involvement Spreadsheet http://bit.ly/1H2mjNk

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Recommendation #2: Send out personalized donor thank you letters that include an encouragement to get actively involved in the organization through the mail. How: After a donation comes in, immediately send a letter to the donor. Thank them for their financial contribution and encourage them to actively get involved with Bridge of Faith. For example, encourage them to connect with one of their social media accounts. Inform them of one upcoming event. Take a moment to share success stories, outcomes, and outputs. Additionally tell the donor where their donation has specifically gone to and encourage them to get involved in solving the problems of the organization besides monetary support.

Why: Sending out a thank you letter communicates the organization’s great appreciation of the donor’s contributions and it also invites them to become actively involved in the organization, also gives BOF an opportunity to share their success measurements and where their donation has gone to or where it will go to.

The following page contains a Thank-­You Letter Template

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Dear (Donor’s Name), First Paragraph: Thank the donor for their financial contribution and support to Bridge of Faith. Explain where their donation has gone to if possible and describe how essential their partnership is for the success of the girls Bridge of Faith seeks to serve. Second Paragraph: Describe the most recent success story, event, or happening within the organization. Third Paragraph: Describe the mission of Bridge of Faith and why it exists. This is where the organization can convey why it exists and their importance to the guests and community it seeks to serve. Take this opportunity to describe the uniqueness of BOF and the specific needs that the organization meets with the residents and individuals within the community. Utilize outcome and output measurements here. Fourth Paragraph: Mention upcoming events and potential ways for them to get involved specific to the individuals stated interests and skill sets. Mention the name and number of the board member will be in contact with them in regards to these potential involvement opportunities. Also encourage the donor to be involved with BOF on social media as current success stories will be shared frequently as well as new inventory on the Up*Scale Collectables accounts. Fifth Paragraph: Thank the donor again for being an integral part of Bridge of Faith and his/her continued support. Sincerely, Carol Reza Executive Director & Founder

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D. Specific Fundraising Strategies

1. Proposed Fund Raising Partnership Strategies Recommendation #1: A local potential partner could be CareerWise in Fullerton. They help the homeless with job skills such as Resume writing, Email setup, Job search, interview, networking, job retention, life-­and-­work-­balance coaching, Tutoring high school/GED completion subjects, ESL, literacy, computer skills, College-­level assignment support and Career-­related life skills classes. Why: People like to give to organizations that assist in fixing significant community problems. A huge part of getting someone back on their feet is through job and educational support. Not only would a partnership with CareerWise be beneficial for the girls in the H.O.M.E. but from a donor's perspective it would provide a clear way to see that BOF is providing their residents with the means to succeed. How: Potential Partner: CareerWise CareerWise.contact@gmail.com

Call: 714-­515-­2070

2. Non-­Traditional Fund Raising options

Recommendation #2: Sponsor a Dream Program

How: Residents in the H.O.M.E. can each write down a dream they have for the possibility of their dream being sponsored, it could be things like learn an instrument, go to college, get a car, get my kids back, get a job, see a new city, pay for next months rent, etc. All donations to the dream campaign would go into one fund where the funds would go directly into achieving those dreams, whether that be a savings account for the girl or to be utilized immediately. Carol or even a donor could strategize with the girl on how they are going to achieve the dream and they would have to see the funds go directly towards those goals. This program could be communicated on the website, in the monthly newsletter, and in donor thank you letters. Why: People like to give to specific things. Bridge of Faith seeks to come alongside their residents in order to help them achieve their own goals and to heal the whole person.

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That being said, sponsor a dream would be a tangible way to support this mission. It would also be a way for donors to get involved with actually solving the problems instead of just blindly giving money.

E. Positioning Map for Donors Explanation of Positioning Map: This map is utilized to show how Bridge of Faith is unique from other organizations from a fundraising perspective. Bridge of Faith has a niche in the market of, ‘homes after foster care emancipation’ in that unlike others there is no restrictions on the age of the residents or how long they can stay in the H.O.M.E. BOF exists to provide a place of permanency where the residents are not pressured to leave their living situation for once in their life. The focus is on healing the whole person from the effects of foster care which means assistance in emotional healing primarily which then results in a healthy lifestyle and the tools needed to live a successful life.

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VII. List of Marketing Activities

Immediate Strategies Revise the current mission statement to include geographic location and

differentiating factors;; no age, time, or location limitations. Establish a marketing committee and host the first meeting on the Third

Saturday of June. Recruit other board members to train volunteers other than Carol at the next

board meeting. Purchase a new sign for UpScale Collectables that clearly states “Bridge of Faith.” Paint the mission statement behind the cash register and display success stories

throughout the store. Host the first meeting with the board of directors, residents in the home, and

alumni on the first of June. Give success story forms to board of directors, residents, volunteers, a stack in

the store, at the homes, and at the tea coming up in June. Create a Youtube, Instagram, and Facebook for Bridge of Faith and a Youtube

and Instagram for Up*Scale Collectables. Share Rose’s success story that has already been created on all social media

platforms. Connect with Robert to see if he is interested in continuing to make films. Film the first success story decided on by the marketing committee. Create a documentary on Bridge of Faith to be utilized to communicate the

mission to all stakeholders. Post internship positions for marketing and film on school websites. Begin tracking output measurements on a monthly basis to be communicated at

marketing meetings. Begin collecting output measurements on a weekly basis at Up*Scale. Build website for Up*Scale Collectables. Give pre-­outcome surveys to all incoming residents and post-­ outcome surveys to

any who leave. Implement surveys at Up*Scale Collectables, at the Homes, and with volunteers. Begin recording complaints and comments onto excel sheet to be discussed at

marketing meetings. Install google analytics onto current website. Create bulletin board in the H.O.M.E. where the residents will be able to see all

upcoming events and the services the board members and volunteers can provide for them.

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Post volunteer wish list in Up*Scale Collectables, in the home, and at events. Implement volunteer information form to be recorded onto excel sheet.

Short Term Strategies Re-­build website for Bridge of Faith. Create success stories page on website in the re-­creation. Review data from satisfaction surveys and begin implementing changes

accordingly. Choose film and marketing interns for the fall of 2015. Three residents able to receive mentorship from three board members. Obtain three new volunteers through the wish list. Create a monthly blog where different members within the organization can take

ownership. Strengthen relationship with Interfaith Counseling Center to offer one on one

therapy to all girls in the home. Partner with CareerWise. Obtain five volunteers from the tea and pancake breakfast and one board

member. Give fact sheet to proposed locations and fill the two vacancies.

Long Term Strategies

Hire full time staff employees at Up*Scale Collectables. Implement Up*Scale Collectables inventory notification program. Recruit three new board members;; secretary, treasurer, and an individual with a

marketing background. The majority of the residents receiving mentorship from board members and

donors. Half of the residents be volunteering at Up*Scale Collectables. Increased profits of Up*Scale Collectables. Analyze volunteer excel sheet to match volunteer skill with duties within the

organization. Gather all alumni success stories in contact with. Analyze outcome surveys to establish how to communicate outcomes to donors

and track success internally. Provide mentorship to donors and increase donor involvement to then increase

funds as a result.

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VIII. Marketing Costs

Estimate Cost of Recommendations (May 2015-­May 2016)

Item Cost Quantity Total

New Website $150 2 $300

New Up*Scale Sign $300 1 $300

Acrylic Paint $2 4 $8

Display Cases $5 4 $20

Cork board $20 1 $20

Color ink cartridge $30 1 $30

Black ink cartridge $30 1 $30

Paper $15 1 $15

Total Cost $1,515

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IX. List of Research Conducted

Client Interview: Client Interview 1: Carol Reza, February 28 2015, at Upscale Collectables Relevance: Executive Director and Founder of Bridge of Faith. Understanding what Bridge of Faith is Carol’s desires for the future of Bridge of Faith. Findings:

Their mission statement is the driving force in everything they do. By providing a place of permincany , many of the deep rooted problems are

answered for women who have exited foster care . How to know Bridge of Faith is growing in success: more people have heard of

Bridge of Faith and reach out to donate and provide support. A man is going to be making a documentary of our organization next week, another man offered to fund half of the amount for Carol to create the childcare program.

Does not keep a record of the girls who have come through the program, stopped counting after 7,000. Willing to start again.

Communicates success through stories but does not have them written down. Wants to start doing that.

She said with confidence that no other organization does what they do. She has a grandmother, a daughter and the daughter's daughter under one roof. There are organizations that help the youth after emancipation from foster care but they always have location and/or age limits. She has none. Her goal is to answer to these girls’ problems from a holistic approach. Providing a permanent home is a first step. Every human needs a place they can belong.

There is no assessments of the girls before and after they go through the program. She stopped at one point but it is all in her head.

A girl named Anna on her board helped to make her website and other pamphlets but she is really busy and hasn’t been able to help her recently.

Carol came up with the idea of the fashion show as a fundraiser. Her dream is to have a childcare center where her girls run it. They learn how to

be good mothers as they were never exemplified how and they learn how to run a business. She has a funder to do half and has found a home that would be perfect. She found out that home used to be a childcare center.

People usually hear about B.O.F. through word of mouth and relationships with the schools and police departments.

There is not a way for the girls to give feedback to her about areas B.O.F. can better improve.

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Main problem area: The board of directors does not help enough. She would like to have a reliable board that actually provides support to her. A board member recently past away that was crucial to her organization.

She used to rely on one single donor but they no longer support her so she learned not to do that.

More volunteers is a main concern for her. She doesn’t have a day off from September to June of the following year.

Gave an example of a woman who was in need of clothes. Carol had her come in to volunteer and was given $5 store credit per hour. She stayed many years as a volunteer because of this.

She partners with therapists based off of need. They work with the Whole Child. A girl named Alicia has been at the H.O.M.E. for ten years. Acknowledged that the volunteers who come to Upscale Collectables are not

explained the mission of the organization. There is only a pamphlet for them to read. Nelsie the store manager does not manage the volunteers well.

She recently lost a board member who is an accountant and took care of her financials. Needs help with this.

She would like me to focus on the girls who have just come out of foster care because they are the most scared and need the most help. College and career can be a subset of this group of girls.

Donors are more separated, there are people who donate their time then there are people who donate their money. Many of those people are only involved through attending events.

She relies heavily on the events for funds and does keep track of the yearly earnings. She could not handle doing any more events but is interested in knowing how to do those events better. She would like to recruit those donors at events to commit to regular giving of their money and time, possibly a pledge card would be a good idea according to Carol. People have told her that she should be charging more for events and she agrees. There is no set budget.

Customer Interviews:

Customer Interview 1 (H.O.M.E.): March 16, 2015, by phone. Relevance: Currently being served by Bridge of Faith for the past year. Able to gain insight into the specific needs addressed by Bridge of Faith and discovered areas of improvement to encourage stakeholder engagement with organization. Findings:

Loves most about Bridge of Faith: the volunteers -­they are all knowledgeable about careers. The activities hosted by carol -­ fashion show and tea party.

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Came to B.O.F. in search of stability and support. Looked at other places to live, but B.O.F. doesn’t just offer a room but a home. It is peaceful and allows her to relax.

She hasn’t taken advantage of programs offered, such as the councilor that came on Monday nights in a group. Everything is optional. She chose not to participate because it conflicted with her work schedule. Would have participated if there was individual counseling.

Improvement area: Awareness of what is going on within the organization. She would like to know the goals of the organization, what types of decisions are being made by the board, and even who the board members are. Feels that everyone would feel more connected if that was communicated across the organization.

For the future: Carol has instilled in her a healthy lifestyle. Even habits like eating meals at set times and natural foods that she didn’t know existed.

When she first moved in she remembers filling out something, but it was generic so she put down her only needs were an education and a home. If it was more detailed she would have explained how she wanted some sort of therapy but she didn’t know she could.

Doesn’t know the mission statement. Her roommate Alicia does. She is in junior college and going to transfer to a university. After that she would

love to come back to give back to B.O.F. Wishes there were more resources to help her in her education and career. Heard

that Carol helped a girl get a job, wishes she would help her too. Customer Interview 2 (H.O.M.E.): March 17, 2015, from the questionnaire. Relevance: The needs that are being met through B.O.F. Findings:

She was in a shelter and found out about B.O.F. through a friend. Needs being met: “Family setting.” and a belonging, safety feeling. Trusting God. Bridge of Faith has everything she needs. Better prepared for: Faith in God.

Customer Interview 3 (H.O.M.E.): March 17, 2015, from the questionnaire. Relevance: Decision making factors for choosing Bridge of Faith and change in life perspective.

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Findings: Interviewed with a few choices for an after foster care home. B.O.F. seemed the

most supportive. Really liked Carol right away. Feeling comfortable and a place to call home are the two biggest deciding factors. Needed a good environment and B.O.F. provides it. Now hopeful for her future because she has adopted a healthy lifestyle and habits

and has connected with great people. Customer Interview 4 (H.O.M.E.): March 17, 2015, from the questionnaire. Relevance: Speaks to the needs Bridge of Faith meets while in the home and for the future of the girls. Findings:

Chose B.O.F. -­ The purpose of the program, supportive, freedom (no micromanaging, all rules are common courtesy), no age limit.

Needs being met: Affordable housing, resources and advice (A.K.A. Carol), anything needed Carol points her to the right direction (furniture, mechanic, etc.), safe place for her daugher/family, stability.

Better prepared for life because she is held accountable and is getting used to the responsibilities of adulthood. Carol doesn’t nag, it’s up to her to make the decision of success.

Customer Interview 5 (Store): March 13, 2015. In person at Upscale Collectables. Relevance: Shows the need for communicating the mission in the store. Findings:

Regular customer who lives in the area. The sewing section needs more organization. She would buy something if she

could see what is over there. Knows the store is a charity but doesn’t know what the mission is. I explained what B.O.F. is and she said of course she would make more purchases

and even consider volunteering. Customer Interview 6 (Store): March 21, 2015. In person at Upscale Collectables. Relevance: Explains what she likes about the store specifically, areas of improvement within the store, the need to communicate more clearly the mission of BOF to customers.

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Findings: Have been coming for a long time. Lives in the community. Appreciates the quality and doesn’t mind to pay more because of it. Doesn’t come too often because the inventory doesn’t change over that often. Loves the seasonal Christmas stuff. The vintage feel. Loves shopping with a purpose. She doesn’t remember how she figured out the connection to the charity. Should

be something that is immediately relayed to the customer. She is a policewoman and ran into a girl she arrested at one point. She had

completely changed her life around, going to school, working and that was amazing to see.

The word needs to be spread about aging out of the foster care in general. Many people don’t even know that this is an issue.

Customer Interview 7 (Store): March 21, 2015. In person at Upscale Collectables. Relevance: Shows the need for better communication of organization to customers as well as ways to get involved. Findings:

Lives in the neighborhood. “Quality merchandise, people, and reason.” Didn’t know what BOF was at first but found out what it was through the store. Likes how there is rooms where the merchandise changes. She has attended multiple fundraisers but does not know how to serve other than

working in the store. Would like to work with the HOME. From her perspective BOF is: A home for a girls to belong to after foster care.

Customer Interview 8 (Store) March 21, 2015. In person at Upscale Collectables. Relevance: Customer’s view of the girls being served working in the store. Findings:

Referred by a friend. Store: Creative, organized, new design, everything in good condition. She is aware of the purpose of Bridge of Faith. Her perspective of BOF -­ helping young women with no place to go. Those in

foster care. She had to seek out on her own what BOF does. She found out about it through

pamphlets.

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When she makes a purchase she feels that she is helping somebody. Positive -­ girls come in to work. Interact with customers. Get experience. How to

get a job, how to be creative. Customer Interview 9 (Store) March 21, 2015. In person at Upscale Collectables. Relevance: People who are personally connected to the cause are the best individuals to pursue involvement with. Findings:

Couple who loves the mission of the organization. Two of their friends who were in the foster care system recently passed away.

Found it online. Read the entire thing, women in prison who have been in foster care, who are trying to get their kids back who are in foster care. Love the whole concept.

The husband is involved with film. He can help with a documentary for the organization.

They want to do an art event for the organization. Have connections and a location.

Customer Interview 10 (HOME)March 22, 2015, from the questionnaire. Relevance: Current resident of the home. Speaks to the desire to get involved in helping the disadvantaged. Findings:

Was referred to BOF by a previous resident. Her needs that are being met by BOF: Comfort, physical, mental, and emotional. Support wish BOF offered: Dental. Desires to get involved with helping others who are disadvantaged as she was. Wishes there was more than just a fan in the attic rooms, too hot. When she feel she has no one else, she always knows she has Carol.

Alumni Interviews: Alumni Interview 1 (H.O.M.E.): March 16, 2015, by phone. Relevance: Successfully went through the program, was there for six years and has been on her own since September. Highlights what makes Bridge of Faith unique and successful.

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Findings: Chose B.O.F. because Carol offered her the family she never had. Was referred through a sober living home. She was home ridden before B.O.F. As an ex convict and foster care child she

needed to learn how to get back into society without being afraid. Learned basic things, like sitting down and enjoying a meal with people. Everything Carol instilled in her, she is using in her independent life and is using

her life experience to give back. “It feels good to do the daily tasks without wanted to go back home.”

She works at McDonalds, getting her bachelor’s at as a Christian Drug and Alcohol counselor, currently teaches at a place that assists those who struggle with drugs and alcohol, in the process of getting a job at a place that helps kids who are coming out of juvenile hall called Green Thumb.

Only improvement, “Momma needs more help. I wish more people would step up and help her.” Specifically she needs computer help.

She filled out paperwork when she entered the home. Her need was a place to stay, a place of her own. Her roommates were a

hindrance to her before entering B.O.F. Her own room gave her courage and she was able to focus on herself.

If her momma asks her for help, it is not volunteering, there is so much love there it is just doing what your mom says.

Disagrees that the girls in the program should be helping run the program in some way. She explained that there are so many things the girls should be doing for themselves during this time.

Alumni Interview 2 (H.O.M.E.): March 16, 2015, by phone. Relevance: Successfully went through the program and is now the VP of the board. Highlights the uniqueness of B.O.F. and areas that need improvement. Findings:

Found B.O.F. because she had just gotten out of jail and contacted Carol for clothing. Started going to her Bible Study. Had to move out because her roommates were a negative influence.

What sets B.O.F. apart: 1) Not a shelter, not a rehab. It is a home base. She had a whole home to herself, was given dignity, she had never had something like that. 2) No time limit, no age.

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The mission statement was changed because of her. She was not from foster care but she was emancipated from her parents at the age of thirteen. It changed to women facing homelessness.

Social workers don’t know what to do with the teenagers who are being emancipated from foster care.

Entered into the home June 25, 2005. Stayed till she got married in 2011. Because no one was telling her to leave she had time to grow.

While at B.O.F.: Obtained license, stable home, life skills through working at the store (which she did to pay rent), effectively communicate, got her G.E.D., silough detorian at her college, past standardized test and graduated university with 3.7.

She became a part of the board within months of her stay there because she was interested. She was so grateful she wanted to learn how it worked, it was up to her to seek out the volunteer opportunities and she did.

The current girls should do the same, it helped her to discover what she wanted to study. Now they want her to be president of the board.

There is a home #2 of women and their children to break the vicious cycle. Need more board members, less Carol. She would do more if she didn’t have so

much going on. Needs someone who knows about tech and can record data. Need to establish systems to keep the organization going because Carol is getting

older. Husband helps out a lot with BOF. He knew when he married her that he was

marrying the organization as well, they are her family. The program used to be a lot more strict;; Bible studies every week, each girl had a

night to cook. It has changed because now there are more students, which changes the dynamic.

Are going to have to take the girls in specifically for their need -­ which will most likely be those from foster care because need all the resources and time possible.

Agrees that there should be in house therapists for the individual girls. They used to be connected to interfaith community through grants but they aren’t any more.

Alumni Interview 3 (H.O.M.E.): March 28, 2015, by phone. Relevance: Went through the program and still is in contact with Carol. Encouragement for the girls to volunteer in the store. Findings:

Heard about BOF through a family member

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Has been out of the program for four or five years. Her relationship mostly with Carol, not with BOF as a whole. Many of the

alumni’s numbers change and she can’t keep in touch with them. Don’t live anywhere near the program. Volunteering there started to teach not always about myself. The girls should volunteer if they want the opportunity to volunteer. Some resources: Help with school and counseling. In order to know of the

resources, the girls have to ask about what is available. It is not explained to them.

It Used to be mandatory to go to a therapist. Not sure if it is mandatory. Doesn’t think it should be mandatory, just offered and clearly communicated.

She still tries to stay as close as possible to Carol -­ individually. Many of the volunteers that would come, it felt forced. Volunteered in the store. Whole program needs more volunteers, Carol is getting

too old to do it all by herself. When lived there could never figure out how volunteers could be used in the

homes. If anything, can see that men as volunteers could cause problems. Some needs are met completely through BOF, some girls have a lot of trust issues

and don’t talk much. The key is to get the girls talking and get the girls to realize there are issues and there is someone there to help.

Alumni Interview 4 (H.O.M.E.): March 28, 2015, by phone. Relevance: Recently left BOF. Findings:

Left 4-­5 months ago. She was staying with a professor who got Carol’s contact information. Went to BOF because it was a place to stay, available, and cheap. At the time she went there she just wanted a better job and saw that BOF had

resources for her, but those resources never turned into anything. She still receives counseling at the home through graduate students. This was

something she had to figure out on her own. Wishes she would have been more open about the resources from the beginning.

BOF didn’t help her with anything other than housing and resources and counseling.

She had to share some things she had previously went through for Carol to recommend counseling.

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She had a supportive and encouraging environment while she was there. Wishes she would have been able to find a better job.

She left because she didn’t have a door, bugs, and couldn’t pay for a month. She would have done anything to stay, like work in the store and do extra chores. She is not committed to BOF because of her bad experience. There was no form that she remembers asking about her needs. It’s a good idea

though, the girls coming through the doors are in need of a lot of resources. They were never warned that volunteers were coming by, didn’t like that.

Alumni Interview #5 (H.O.M.E.): April 25, 2015, by phone. Relevance: Need for continual support as an Alumni. Findings:

Found out about BOF through a councilor. She was in a domestic violence situation. She was looking for help through BOF to get her children back. Wanted to get

legal help but didn’t receive that. She felt she was too closely monitored and didn’t feel like she was treated

correctly for being older. She would have loved for volunteers to come and teach cooking classes. There needs to be fans in the upper rooms. She went to therapy while she was there but didn’t know she needed it as she

does now. They lost the grant for the therapist. Loves the idea of a mentorship program. While she was living there she didn’t

have a vehicle and always had to go to court. Awesome if someone was there with her through that.

Enjoyed working at the store -­ selling and talking to customers. Should be able to work at cash register for job training. It would be great if they were more focused on job training.

Alumni Interview #6: (H.O.M.E.): April 23, 2015. On the phone. Relevance: Started out as a resident and now manages the other home where a woman her daughter and the grandmother are living. Findings:

Found out about BOF through a shelter -­ first day coalition. She didn’t have a job or ability to pay rent then two weeks before Carol’s deadline

she found one.

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BOF is a family unit, never felt so wanted. Not from foster care, don’t have to be from foster care to be in the home. Her

family dynamic was similar to foster care. Carol always has too much on her plate. Volunteers can help with tons of things: cleaning, organizing, yard work, dusting. They have adequate amount of referrals to therapy. The board could be more interactive with the girls.

Board Member Interviews: Board Member 1: March 7 & 13, 2015. In person at the B.O.F. fashion show and at thrift store, Upscale Collectables. Relevance: The only full time employee at Upscale Collectables and is also on the Board. She reveals needs in both areas with a focus on the thrift store. Findings:

Needs consistent volunteers. People come to fulfill their community service hours and leave after the completion.

Similar problem with the board. They come and show their face once a month but there is no commitment on a daily basis.

They don’t make much money on the fundraisers and don’t have someone on the board to head it up, everything falls on Carol.

There is no one besides Carol to talk to donors about the organization. No one knows the stories that she does.

At the store they are either in debt or break even. It is used as more of a face for the organization.

She found B.O.F. because similarly to her volunteers, got a ticket and had to complete her hours.

At B.O.F. she feels that she can save a life and be apart of a family. The girls should be involved more with volunteering. They don’t go to the events

or come to the store. Lack of awareness, a woman came in recently and said she’s lived down the street

her entire life and has never known the store has existed. Board Member 2: March 7 & March 11, 2015, in person at the fashion show and over the phone. Relevance: Perspective of a board member who is also a social work student.

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Findings:

Heard about B.O.F. through meals on wheels and was drawn to the slogan, “If you could save a life, would you?”

The board needs improvement: Needs to have a multidisciplinary team, accountant, social workers, business people.

There needs to be counselors in the home. They outsource on occasion but only for severe cases.

What makes B.O.F different is the fact that they don’t have government funding therefore don’t have a time limit, age restrictions, or location restrictions as competitors do.

Needs more paperwork on the girls, more data to relay to grants on the success of the organization. Currently some basic information is collected, but it is not standardized. It is simply what Carol thinks should be recorded.

She is unable to be utilized fully because she is working and in school and on the board. The majority of the members are this way. The VP (Rose) is also working and in school.

Carol pretty much does everything on her own. They are always conscientious of the mission statement. She started as a volunteer herself. At that time she wasn’t really trained on

everything B.O.F. does. She had to seek it out herself. Success is transition in the girls. Start talking and communicating. Forgot to be

human. As they progress they learn how to set a table, become human again. A lot of the girls call Carol to consult about problems. Cool bond with Carol.

Board Member 3: March 7, 2015, in person at the fashion show. Relevance: Has done a lot of their marketing including their website and pamphlets. Findings:

At Bridge of Faith feels that she is a part of a family with the girls, Carol, and the volunteers.

A lot of the volunteers are court ordered though so they do not stay long. Board meetings aren’t always time well spent. They are always discussing

minimal issues, such as organization within the store. Twice a year they have strategy meetings and feels these are beneficial. She has been with B.O.F. for five years and started as an intern seen from her

school site. She has made the website and various pamphlets for the organization.

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She works a lot so she does not have enough time to put into the organization. Board Member 4: March 21, 2105. In person, after a board meeting, at Upscale Collectables. Relevance: Shows the need for recruiting board members and volunteers, on the board since 2002, secretary. Findings:

Heard about Bridge of Faith through her church. Her reason for being there is because of Carol’s heart and passion for the service

she is doing. She used to be able to physically help in the home which was very rewarding to

see. What she loves is seeing success in the girls’ lives. She was a secretary for her whole life and is practicing what she knows at Bridge

of Faith. She is fully utilized but is limited physically because of her age. The main concern right now is the lack of volunteers. What needs improvement is a succession plan for when Carol can’t do what she

does anymore. Someone with the same heart. Board meetings are successful, The board is definitely a working board. They must give but they can’t give much. Someone who is young and upbeat is what the organization needs.

Board Member #5: April 22, 2015. On the phone. Relevance: Explains the need for girls to have more counseling options, mentorship, and community with one another. Findings:

Started out as a volunteer and attending her events then became a board member then became the president of the board.

Wanted to be on the board because she enjoys gaining funds and planning events. Her main areas of concern are the website in need of update and the need for

Up*Scale Collectables to have a website, grant writing, the fear of no one to replace Carol, lack of volunteers, and lack of communication of the mission at the store.

She believes the girls could definitely use counseling. Hasn’t been involved with the girls for a while but knows there was once a weekly meeting where they would receive counseling.

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Thinks it would be awesome for the girls to work in the store, but it depends on the case.

She had offered to mentor some of the girls and thinks a mentorship program would be great.

She wishes the girls would have more ways to interact with each other, possibly a game night.

She stepped down from president because her job takes up too much of her time. Board Member #6: April 24, 2015. On the phone. Relevance: Program ideas to improve the services the girls receive and need for the store to better communicate their connection to BOF. Findings:

New board member. She first was looking for an internship when she was in school. Stumbled upon the store, she had to figure out for herself the connection between

the store and bridge of faith. She was not able to intern there because the girl she was put into contact with

never followed through. Didn’t seem like the situation was effectively communicated to the girl.

Bridge of Faith wasn’t in the approved internships book at Cal State Fullerton -­ should be.

It is difficult for BOF to be connected to the public school system because of the connection to Faith. That is in regard to promoting the store, not sure how that affects promoting the home.

She desires to support financially and with time. She is concerned about the idea that there is no time limit. Not sure how that

promotes growth. The girls should set up a list of goals and those goals should be tracked

throughout their stay. Once their goals are met that should lead to living on their own.

Therapy should be an integral part of the program, not off to the side as an option.

Thinks a mentorship program would be hugely beneficial, especially in considering applying for school and jobs.

It could even go the other way where the girls are a big sister to someone else who is currently in foster care. Places like CLC, group homes, CASA is a great program to replicate or partner with. They could go to court with them.

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Volunteer Interviews: Volunteer 1: March 7, 2015. In person at the fashion show. Relevance: The second of the only two full-­time and paid volunteers. Assesses further needs for stakeholder participation. Findings:

Wishes they had more help. Everything falls on Carol. Wishes the girls would be more involved in helping run the organization.

Understands though that they need to work to get their life back together. She joined because of Carol. She was homeless in a shelter, out of prison, began

volunteering and her life has been changed ever since. Volunteer 2: March 7, 2015. In person at the fashion show. Relevance: Perspective from an intern who shadows Carol. Findings:

Chose to work with B.O.F. as opposed to other organizations because it is faith based.

She feels that she is a part of family, like Carol is her sister. She pretty much just follows Carol around and helps her when needed.

Volunteer 3: March 7, 2015. In person at the fashion show. Relevance: Shows the relationship between donor satisfaction and volunteering. Findings:

Loves the organization because she gets to see her money go to work. This is due to the fact that she volunteers and donates.

It is the stories she heard from church that moved her to volunteer and to give. It is a place where girls can come back any time and learn practical and spiritual

life skills. Volunteer 4: March 7, 2015. In person at the fashion show. Relevance: How awareness is spread and need for volunteers. Findings:

Heard about it five years ago from a newspaper ad. Loves the girls. Carol does everything though.

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Volunteer 5 (Store): March 7, 2015. In person at the fashion show. Relevance: Practical needs for the store and potential mentorship program. Findings:

She volunteers every so often. Found it because she had to pay off a ticket. She is about to retire. Loves being able to use her management skills acquired for

working at the store. The store itself needs more color, it is dull. Loves how the organization combines young girls with older women. It would be

awesome to have a mentorship program that purposely combines the two as it already happens naturally.

Volunteer 6 (Store): March 13, 2015. In person at the thrift store, Upscale Collectables. Relevance: Highlights issues as a volunteer in the store and how those issues can be improved. Findings:

She is retired, worked in administration for the police department. Found the organization because she needed to volunteer somewhere to pay a

ticket and it is faith based. She lives right by the home and never knew the organization existed. When she came to volunteer the only way she knew what they did was through

her choice to read through the paperwork. It was not explained to her, but loves what they do from what she has read.

A lot of younger kids come to work but she can tell they are lost because there is no direction for the volunteers as the only staff is Nelsie.

She is interested in volunteering permanently but she doesn’t know how to go about it exactly. It is not presented to her as an option, it would have to be her choosing to seek out options.

She would feel more rewarded if she was able to volunteer at both the home and the store. Would like them to look into her background and discover what she is good at and place her in a role where she can do what she does best, such as paperwork and administrational work.

Thinks there should be a schedule of volunteers for the store because people just come when they can.

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Volunteer 7 (Intern): March 25, 2015. In person at Upscale Collectables. Relevance: Bridge of Faith from an intern’s perspective who shadows Carol on a daily basis. Findings:

Chose BOF because there were less requirements the organization has to fulfill. It is community supported rather than government funded.

They were also very lenient with her hours. She is able to learn for her future career in fundraising and sustaining an

organization. Her experience could be improved if case management was applied. If she was

able to work and interact with the girls. Area of improvement: Outcome chart. There needs to be success stories! “This

month’s success story is..” “This is how she is growing..” Full follow through. Carol doesn’t have the full support she needs to be able to delegate tasks more

and give out assignments. She found BOF from the internet. She didn’t have training. Her training is being Carol’s shadow.

Volunteer 8 (Store): March 25, 2015. In person at Upscale Collectables. Relevance: Speaks to the goal of good volunteers. Findings:

Came to volunteer to get work experience. Found it from the website. Able to get work experience because he is learning the cash register. Was not introduced as to what the organization is about. Would feel more

passionate about his work if there was some sort of a presentation on the ministry.

Also would like an opportunity to work with the HOME. Volunteer 9 (Store): March 25, 2015. In person at Upscale Collectables. Relevance: Perspective of volunteer who comes to fulfill community service hours. Findings:

Came because he is in trouble with the law. Does not plan to continue to volunteer. There was no presentation on the organization. Did read the pamphlet.

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Volunteer 10 (Store): March 21, 2015. In person at Upscale Collectables. Relevance: Volunteer’s perspective who is working to fulfill community service hours. Findings:

Fulfilling community service. Chose because of the mellow environment. Read the pamphlet and enjoys working here more because she knows the

purpose. She would keep volunteering if she was approached to volunteer. It would be encouraging to see the girls and volunteer alongside them. Appreciates that they are very specific in the individuals they serve, girls after

foster care. Unlike Goodwill, you don’t understand who is being helped. Because of the brochure and the specifics included (20 rooms, the year, timeline)

connected to what she is doing. The first day she volunteered she noticed three or four women discussing what

the organization is doing and Nelsie informing them. They say, I noticed these signs saying, “HOME” can you explain it to me?

Board Meetings Board Meeting #1: Monthly meeting at Up*Scale Collectables on March 21, 2015

Members attended: Sue, Nelsie, Veronica, Rose, Carol, Elane, Mona Spoke on the success of the fashion show fundraising event. Bridge of Faith needs board members and for board members to consistently

donate. Give and Got: Tracks how much the board members are giving and collecting

monetarily and through their services. “If you want people to support us then you have to support. If you can’t then step

down.” -­ Carol They need people to hire at the store but they don’t have the funds. Received $20,000 from the fashion show with less people and more

sponsorships. Positive fact that the store made $456 in a month. “Everything comes back to needing more volunteers.” -­ Nelsie There is a problem with people stealing from the store, the problem would be

solved if there were more volunteers. Board Meeting #2: Yearly meeting at PIH hospital on April 18, 2015.

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Members attended: Rose, Mona, Bianca, Arlene, Adriana, Arlese, Nelsie, Virginia, Sam, Sue, Carol.

The individuals attending the events said they should raise the prices. Pancake breakfast was organized by one of the girls in the home for anyone to

come to the home as a fundraiser. Year overhead -­ $346,200 “Volunteers are our lifeline. They are worth $6,000 in service hours.” -­ Carol They need a web page for the store. “Be what you need.” Nelsie spoke on board involvement with the board -­ she plans to begin hosting

dinners at her home with her or bringing dinner to the home. There is an invitation to come whenever. There are options to have BBQs at the

home or go hiking with the girls. Every one of the girls are working except for one. Three are not in school. There is no one who specifically helps with the education plans. Volunteers have took the girls to the welfare office, to court, allowing them to

trust you first. They took the girls to Catalina and are planning to go again in August. Strengths: Longevity, non traditional, transparent, integrity, passion, well

known, reputation, mission driven, community based, self sustaining, unique, generational change agent, family, holistic approach, no age limit and no time limit, committed, faith based, not restricted by guidelines, target population, workforce development -­ life skill development, through the store learn life skills, org. skills, communicate with people, real deal, refuge, love, acceptance, no expectations -­ only rules are truth and respect, permanency, the kitchen table -­ how to be a family member, belonging, peace.

Weaknesses : Too much Carol, lack of volunteers, lack of board member, funding, technology -­ lack of knowledge, social media, time, support staff, availability of resources to girls, expanding services/locations, two rooms available -­ communicate what is available, marketing, websites, community outreach, strategic plan, grant writing.

Opportunity: Fundraise for paid staff, increase board members and decrease Carol, stories to be told -­ monthly newsletter, TV exposure.

Threats : Lack of unity, communication, succession, grant requirements, change of grant systems and availability of funds, Lose Up*Scale Collectables.

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Articles Article 1: Richards, Gabrielle. Journal of Housing and Community Development. Aging out Gracefully: Housing and Helping Youth Transition Smoothly out of the Foster Care System. 18-­21. May 2014. Relevance: Describes the need of homes for those coming out of foster care which is the mission of Bridge of Faith. Article 2: McCarthy, Sara. Gladstone, Mark. Policy Matters, Policy Senate Office of Research. State survey of California prisoners: What percentage of the state’s polled prison inmates Were once foster care children?” 1-­11. December 2011. Relevance: Bridge of Faith started because of the discovery of the connection between those who have gone through foster care and being in prison. This article describes the connection between the two. Article 3: Schatz, Megan. Halcon, Emily. Bennet, Tracy. Focus Strategies. Orange County Homeless Count & Survey Report. 1-­87. May 2013 Relevance: The amount of homeless living in Orange County in 2013 compared to the years previous. Shows the industry trends. Article 4: Montero, David. Orange County Register. More than 12,700 Homeless in O.C. nonprofit’s Analysis. September 25, 2013. Relevance: Explores what non profits are provided for the homeless in Orange County. Article 5: Moses, Marilyn. NIJ Journal Issue No. 255. Does Parental Incarceration Increase a Child’s Risk for Foster Care Placement? July 12, 2014. Relevance: Connection between incarceration and foster care. Article 6: IBIS World. Community Housing & Homeless Shelters Market Research Report (Snapshot). NAICS 62422. Mar 2014. Relevance: Industry trends for homeless shelters.

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Article 7: U.S. Department of Housing and Urban Development. Assessment Tools for Allocating Homelessness Assistance: State of the Evidence. PD&R Expert Covenings Summary Report. February 2015. Relevance: Strategies in the best ways to address homelessness and addressing where there is need. Article 8: Edelstein, Sara. Lowenstein, Christopher. Supporting Youth Transition out of Foster Care. Financial Literacy and Asset Building Programs. Issue 2. 1-­14. December 2015. Relevance: Describes the funding available for those who have aged out of Foster Care through the government and the industry trends.

Websites

Website 1: Angels Foster Family Network. http://www.angelsfoster.org/. 2/24/15. Foster family network with a focus on prevention and the placement of children in stable homes. Relevance: Provides statistics on foster care to show the need for Bridge of Faith. Website 2: Foster Care Club. https://www.fosterclub.com/article/foster-­care-­statistics . 2/24/15. Resources, stories, statistics about Foster Care. Relevance: Shows the importance of serving those in and out of foster care. Website 3: The Teen Project. http:/theteenproject.com/about . 2/24/15. Competitor of Bridge of Faith, similar mission of helping the homeless who have com out of foster care. Relevance: Used to understand what others are using to different themselves as an organization in order to understand how Bridge of Faith can differentiate itself.

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Website 4: Alexandria’s House. http://www.alexandriahouse.org/. 2/24/15. Competitor of Bridge of Faith, helps women in transition in moving from emergency shelters to permanent homes. Relevance: Used to understand what others are using to different themselves as an organization in order to understand how Bridge of Faith can differentiate itself. Website 5: Pathways of Hope. http://pathwaysofhope.us/. 2/26/15. Competition of Bridge of Faith as they provide housing for the homeless of Orange County. Relevance: Used to understand what others are using to different themselves as an organization in order to understand how Bridge of Faith can differentiate itself. Website 6: Homelessness Ends With Housing. http://www.huffingtonpost.com/sandi-­vidal/homelessness-­ends-­with-­housing-­_b_6725376.html . 2/26/15. Response to the negative perception of giving housing to the homeless. Relevance: To understand the general public’s perception of homelessness and how to combat that. Website 7: Quick Guide to Google Grants: Google AdWords for Nonprofits. http://www.wordstream.com/blog/ws/2013/12/18/google-­grants-­adwords-­for-­nonprofits . 2/26/15. Outlines how to get started on Google Ad words for Non profits and how to be most effective with grant. Relevance: Client has the google ad words grant and would like to know how to use it effectively. Website 8: L.A.S.T. Transition House. http://www.lthousing.com/. 2/26/15. Competitor of Bridge of Faith, also addressing the issue of homelessness after emancipation from foster care. Relevance: Used to understand what others are using to different themselves as an organization in order to understand how Bridge of Faith can differentiate itself.

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Website 9: Barack Black Eagle Obama’ focuses on youth at annual tribal conference. http://www.mcclatchydc.com/2014/12/03/248736/barack-­black-­eagle-­obama-­focuses.html . 3/19/15. Lays the foundation on who is the focus of charities in the U.S. Relevance: Used to discuss the social and cultural environment surrounding BOF.

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