👋 Referral Source Connections [Remote Outreach; New Relationships]

📞 Telephone Outreach

Telephone outreach is any referral source engagement through telephone calls. This is the most common form of outreach and allows us to make many connections in a short amount of time. Outreach calls are one of the core activities in the set of community outreach activities. The goal of any outreach call is to connect (or re-connect) with a referral source, gather any new information about them, and share any updates about your home(s). Outreach calls typically take the form of either calls new new referral sources, or check-in calls with existing referral sources.

Do your research

Calls can be made for a variety of reasons--many of which have a corresponding Playbook (discussed below). A short list of reasons for placing telephone calls is below.

Here's when it might make sense to call a referral source:

• Thank You Calls: Whenever a new referral comes in, a quick call to express gratitude can leave a lasting impression. It acknowledges the effort they took and strengthens trust.

• Application Status Updates: Informing referral sources about the status of a referred guest's application keeps them in the loop. It not only ensures transparency but also makes them feel valued and involved in the process.

• Home or Operator Updates: Keeping referral sources updated about changes or events related to a particular home or an Operator can be beneficial. It ensures they have the latest information when referring potential guests in the future.

• Feedback Calls: After a referred guest has settled in, it could be valuable to call and discuss the guest's progress. This provides the referral source with closure and can give insights into potential future referrals.

• Referral Source Check-ins: Periodic calls to just check in, see how they're doing, and discuss any potential collaboration or feedback. This doesn't always have to be business-focused but could be more about relationship maintenance.

• Updates on VSL Initiatives: Inform them about any new programs, events, or initiatives that VSL is embarking on, especially those that might interest them or benefit their referrals.

Calling to build a new relationship:

• Cold Call: A "cold call" is a call made to a referral source who we have never spoken to. Introduce yourself to a new potential referral source and see if we can build a relationship with them. Perhaps they know of other individuals or programs who may be valuable in developing a referral relationship.
• Warm Introduction: A "warm call" is a call made to a contact who was recommended from someone else that we know.

Be mindful of a few things when making calls:

• Overworked Staff: Recognize that certain government-funded programs might have overburdened staff. Repeated calls could add to their stress and be counterproductive.

• Frequency: While checking in is great, overdoing it can come off as obnoxious. It's essential to strike a balance to ensure VSL isn’t seen as bothersome.

• Prioritization: Always prioritize current applications. While building relationships is essential, attending to immediate needs should always come first.

• Relevance: If a referral source has historically not referred frequently or shown interest, prioritize other channels or more active referral sources.

💻 Virtual Meetings

Setting up virtual meetings in Microsoft Teams is a straightforward process. Remember, for attendees to join your Teams meeting, they don’t necessarily need to have the Teams app; they can also join via a web browser. Here are step-by-step instructions to help you get started:

1. Open Microsoft Teams:

   • If you haven't already, download and install Microsoft Teams from the Microsoft website or your device's app store.
   • Once installed, open the application and sign in with your Microsoft account.

2. Navigate to the Teams Section:

   • On the left side of the Teams window, you will find a sidebar with various options. Click on the "Teams" tab. Here, you'll see a list of teams you're part of.

3. Choose the Team for Your Meeting:

   • Select the team where you want to schedule the meeting. If you haven’t joined a team yet, you can create a new one by clicking “Join or create a team” at the bottom of your teams list.

4. Schedule a Meeting:

   • Locate and click on the “Meetings” tab in the sidebar (it might be represented by a calendar icon).
   • Click on “Schedule a Meeting” in the top right corner of the meetings tab.
   • Fill out the meeting details:
     • Title: Give your meeting a specific title.
     • Date and Time: Choose the start and end times.
     • Description: Add a brief description or agenda for your meeting.
     • Attendees: Type the names or email addresses of the people you want to invite.
     • Channels: (Optional) If you want this meeting to be accessible to a whole channel, select the appropriate one.

5. Set Meeting Options:

   • Click on “Meeting Options” to set who can bypass the lobby, who can present, and other permissions.
   • After adjusting the settings, click “Save”.

6. Send the Invitations:

   • Once you have filled out the details, click “Send”. This will send an invitation to all the participants you’ve added. They will receive an email with the meeting details and a link to join the meeting.

7. Starting the Meeting:

   • When it's time for your meeting, go back to the Meetings tab.
   • Find your meeting and click “Join”.
   • You will have options to configure your camera and microphone before entering the meeting. Once you're ready, click “Join now”.

8. During the Meeting:

   • You can use various controls like mute/unmute, turn video on/off, share your screen, and access the chat during the meeting.
     • Important Note: You can screen-share a presentation using Microsoft Teams and this can be a great tool, if you have interest doing virtual presentations. 

9. Ending the Meeting:

   • To end the meeting, click on the “Hang up” button (usually a red telephone icon).

10. Access Meeting Recordings and Notes:

    • If the meeting was recorded, the recording will be available in the chat or channel where the meeting was held. Meeting notes, if any were taken, will also be accessible there.
      
      

📧 Email Outreach

Email outreach is a highly cost-effective and efficient marketing strategy that allows Operators to directly communicate with their target audience (referral sources) by fostering strong relationships with them. This approach is instrumental in generating more referrals for your home. Using HubSpot integration with Outlook can streamline your email outreach efforts by syncing your contacts and emails between the two platforms. You can also see if somebody has viewed your email or not. 

Setting Up HubSpot Integration with Outlook

1. Check Compatibility:

• Ensure your Outlook version is compatible with HubSpot. HubSpot's integration typically works with most versions of Outlook for Windows and Outlook on the web.

2. Install HubSpot Sales for Outlook:

• Visit HubSpot's website and download the HubSpot Sales for Outlook add-in.
• Run the installation process and follow the prompts.

3. Connect to HubSpot:

• After installation, open Outlook.
• You should see a HubSpot icon or sidebar. Click on it.
• You’ll be prompted to log in to your HubSpot account. Enter your credentials to link your account.

Using HubSpot Integration in Outlook

Sending Emails

1. Compose Email:

• Click on 'New Email' in Outlook.

• Click on the HubSpot icon in the Outlook toolbar while composing an email.
• Select 'Templates' or 'Sequences' from the dropdown menu.

3. Choose and Customize:

• Select a template or sequence from your HubSpot library.
• Customize the content as needed before sending.

4. Enable Tracking:

• When composing an email, click on the HubSpot icon.
• Toggle on the 'Track Email' feature.

4. Send the email:

• After checking for any grammar or spelling mistakes, send the email!

After each call to a new referral source, we strongly recommend that you send an email to the person you called to thank them for the call and provide additional information.

 Email the person you just called, and perhaps copy someone else from outreach (jdoe@vanderburghhouse.com) or the outreach email address (outreach@vanderburghhouse.com)

• Make sure you have set up your email signature properly.

• Email the person you just called (sample email below)

• Copy the Vanderburgh House Outreach Team (outreach@vanderburghhouse.com)

🚗 Drop-Ins

Just drop in!

Drop-ins involve visiting referral sources in person to establish and strengthen relationships. This approach provides a personal touch and allows for direct engagement.

• Plan Visits: Schedule visits with key referral sources.
• Prepare Materials: Bring necessary information and promotional materials.
• Engage Personally: Build rapport through face-to-face interaction.

Planning: Organize your drop-in visits for maximum impact.

• Identify Targets: Choose key referral sources to visit.
• Schedule Visits: Coordinate times to ensure availability.
• Prepare Documents: Bring relevant brochures, business cards, and other materials.

During Visits: Make the most of your in-person interactions.

• Introduce Yourself: Clearly explain who you are and your purpose.
• Share Information: Provide updates and answer any questions.
• Build Relationships: Use the opportunity to establish a personal connection.

Post-Visit Follow-Up: Maintain engagement after the drop-in.

• Send Thank-You Notes: Follow up with a thank-you email or note.
• Log Visit Details: Record the visit in your CRM system.
• Plan Next Steps: Determine any follow-up actions or next visits.

Make sure you are prepared before you head out! At a minimum, make sure you have the below list of items.

1. Fliers for the home

   1. Make sure you have plenty of flier about the home! This the most important item to bring along with you to post around the home.

2. Tri-fold brochures

   1. If you find a place to leave brochures (in a brochure rack), it is helpful to bring these around as well.

3. Business cards

   1. Either your business cards, or the business cards of someone in the Outreach Department. If someone shows interest, make sure they can find us!

4. In Person Community Outreach Sheet

   1. This is a helpful printable sheet to track where outreach is being conducted.

5. Information Packets

   1. Bring the full media info packets in the event we find a direct referral source.

Consider download a map of the area and consider printing it out. Plan your route--where are you going? Who are you seeing?

Appropriate Area

Our recommended strategy is to find areas within 30 minutes of the home (the closer the better), and focus on specific areas where businesses, retail shops, and other facilities are highly concentrated. This will allow someone going door-to-door to maximize their time and effort.

Priorities

1. Direct referral sources

   1. Treatment centers

   2. Courthouse & criminal justice agencies

   3. Hospitals & healthcare organization

   4. Shelters & community organizations

   5. Other potential referral sources

2. Shopping centers & office parks

   1. Try to find shopping centers and office parks with high concentration of area businesses who may support us and allow us to hang fliers, etc.

3. Gas stations & convenience stores

Places to Avoid

1. City hall / city offices

   1. This could be a concern due to the "not in my back yard" mentality of some of these agencies

2. Liquor and marijuana stores

Distribute packets to community recovery organizations and leave fliers everywhere.

1. Go into the place

2. Introduce yourself

   1. "Hi, my name is ___ and I am with Vanderburgh House. We are a local sober living agency, and we just opened a home in <location of home>. <add more stuff here>"

3. Update the record on the sheet