✔️ HubSpot Fundamentals for Operators

Customer Relationship Management, or CRM, is the task of managing contacts and contact information for individuals and organizations with whom we communicate. Vanderburgh House uses HubSpot for this service.

If you have a technical question about using HubSpot, or want to learn more about using the software, please visit their Knowledge Base.

 

HubSpot Features

HubSpot is a cloud CRM software service, offering the following features:

• Contact information database and management

  • Referral sources

  • Community organizations

  • Helpful resources and contacts

• Event logging: emails, phone calls, and meetings with contacts

• Reminders, tasks, and event history and information relating to contacts and outreach

 

Logging In

Your HubSpot account will be created for you by Vanderburgh House staff and an invitation will be emailed to your @vanderburghhouse.com email address. From there, follow the instructions to set up your account.

 

 

 

 

Assigned Contacts

Out of date, contacts are now assigned to Districts instead of individuals.

For contacts relating specifically to your home, they will be assigned to your account. Vanderburgh House staff, when setting up your account, updating contacts, or adding new contacts, will “assign” each contact to the appropriate Operator given the location of the contact, gender served, etc. When you add a contact to HubSpot, it will automatically be assigned to your account. We ask each Operator to speak with every one of their assigned contacts once per month.

View Operator Responsibilities & Schedule for outreach here.

 

Companies

*Similar note as contacts above.

 

Child & Parent Company Relationships

HubSpot has a helpful feature as to how companies relate to one another. The parent & child feature allows us to keep track of subsidiaries of larger organizations separately. For example, AdCare is a regional organization with multiple residential programs as well as outpatient treatment centers. Each of these programs have their own staff and operate out of different locations, but they are all under the AdCare umbrella. For this, AdCare would be the “parent” company, and each of their programs would be the “child” company.

 

Logging Events

Each time a contact is made to a contact listed in the HubSpot, we ask you to log the event. Events would include calls, emails, or meetings. When an event takes place, visit the contact’s page and log the event (see the figure above).

More information can be found on HubSpot’s article here.

 

HubSpot should be used any time an action is made relative to a contact. These would include the below events.

 

Log each call, email, or meeting with a contact

Search for the contact, select the contact in the Contacts page (see below) and search for and select the contact. On the page for the contact (see right), add a note or log an event. Ensure that all contact information is correct in the system! Event logs are important to track when and what has occurred with each of our referral sources. This should include any time a known placement professional refers a resident to us; more in the Intake section below.

 

Add each new referral source to hubspot

Each time you make a new contact with a placement professional, add them to HubSpot (see below) by selecting Create Contact and inputting the information. Be sure to note their email address, phone number, program name, and program type. Add a note or log the activity which resulted in the new contact.

 

Update the system each time contact information changes

In the figure to the right, you can update contact information or add new contact information. Elsewhere on this page you can upload documents, forms, and other information.

 

 

 https://youtu.be/rH3Hgqpb0q4

 

https://youtu.be/zW4zaj1h0Vc

 

 

If the contact does not already exist, we need to add them. Detailed instructions are contained in ___

If we do not have a contact record already created for the individual, we need to create one for the contact. Go to the “contacts” section, and select “create contact” in the top right of the screen. Add as much information as you can, and create the contact. Then, follow the steps above to add a “note” documenting the referral. Step-by-step instructions are below.

1. Open HubSpot

2. Go to "Contacts"

3. Select "Add contact"

4. Include all information available

   1. Name

   2. Email

   3. Phone

 

Company Affiliation

When creating a contact, try to affiliate them with a “company”, if applicable. This can be done on the contact page, in the top right. Search for their employer/affiliated organization and affiliate them with the contact. This will tie the contact to others in the same organization.

• For example, if Jim George is a case worker with Channing House, affiliate Jim with the Channing House “company” record in HubSpot when creating Jim as a new “contact”.

 

If there is no company already in the system, please do not create a company - we need our Outreach Team to do this. Send a message to the 🕸️ HubSpot Chat.

 

1. Go to "Contacts" page

2. Add a the contact

   1. Select "Add new contact"

   2. Add the contact information

      1. Name

      2. Email

      3. Phone number

   3. Save

3. Affiliate with a company

   1. Open the contact record page

   2. On the contact record area, affiliate them with their agency or company

   3. If their company or agency does not exist, do either of the following:

      1. Add a "Note" on the contact record, tagging someone on Outreach, to add the company

      2. Email outreach@vanderburghhouse.com with the company information

4. For companies that already exist

   1. Briefly review the "Company" records to ensure that they are accurate

   2. If there are issues, notify your Outreach Team

    

 

 

If an application lists an organization who is referring them, or any organization where they previously received treatment of any sort, we need to make sure HubSpot has this information. The outreach team needs to know who is referring residents so as to best direct their time and attention.

For referrals from companies that are already in the HubSpot system, simply add a “note” to the company record that a resident was referred by their organization. Try to get a person’s name who is actually making the referral, and follow the steps above to make sure they are in the system, and affiliated with the “company”.

If you come across a new organization, agency, or company not already in HubSpot, we ask you to reach out to the Outreach Team to add the company to the system. This can be done by emailing outreach@vanderburghhouse.com with the name of the company and contact, who they referred, and all contact information on this organization. Outreach will then add the company to the HubSpot system.

• The way the database is organized is fairly complex at the company-level. That's why we ask that the Outreach Team adds all new company records.

 

 

This is only used in the event that an Intake Team member needs an Outreach Team member to reach out.

Navigate to the contact record or company record in HubSpot (as you did above), and "add a task".

1. Add a task associated with the contact (or company, if contact cannot be determined)

2. Assign this task to the appropriate Outreach Coordinator assigned to the District

3. Due date for the task: 1 week (or other appropriate time interval)

4. Content of the task: Follow-up with the referral source to thank them for the referral

 

Add a task relating to a contact record:

 

Add task information: