July 2020

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Functional requirements – understanding them is the most important step in a CRM search

Understanding your functional requirements is the most important step in a CRM search. Do you think you know your organisation well? Perhaps you do. But, are you able to articulate your business processes? Can you describe the functional requirements for your future Constituent Relationship Management (CRM) solution?

CRM

Imagine shopping for a house without knowing how many bedrooms, bathrooms, and the type of kitchen you were seeking. Do you need parking? What neighbourhoods meet your needs? A house is as big of a purchase to an individual as a CRM is to a non-profit organisation, school, or university. Knowing exactly what you require before engaging with suppliers requires some careful study of your organisation, as well as a documentation of the “shopping list” into functional requirements and request for proposal (RFP) documents. Whether you are exploring the functionality of Salesforce, Microsoft Dynamics, Vega, or The Raiser’s Edge, suppliers will want to know exactly what you need in order to align their solution with your needs..

Gathering CRM requirements takes time. The process will help you to understand the overall business needs, as well as current user requirements and those requirements which will exist into the future of the charitable organisation.

Steps to gathering functional requirements

  1. Engage a diverse pool of business owners and end users.
  2. Ask the parties to come to meetings prepared to give a complete overview of their business area.
  3. Ask questions as though you are an outsider.
  4. Document the requirements at a granular level.
  5. Take an inventory of the data to be migrated from one solution to another.

Identify a project lead

Identifying a project lead to facilitate the requirements gathering process is mandatory. This person should be able to work with a variety of personalities and conflicting interests. This person should also have strong verbal and written communication skills.

No organisation should overlook the importance of this first step in any CRM project. Requirements gathering will take several weeks of intense work including discussions, documentation, edits and enhancements. The team involved must roll up their sleeves and work together to ensure an end product which is understandable to a multitude of suppliers.

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Charity Discovery Thursday: Fresh Start Missions – helping the homeless

It was a Sunday. Strolling through Sydney on a 5KM walk, we noticed a large trailer with lots of people gathered around. We thought a commercial, TV show or movie was being filmed, which seemed progressive given the current COVID-19 situation. As we passed the trailer, we came to a complete stop because we were puzzled by what the trailer contained. It appeared to contain large washers and dryers. As we looked further, we saw a full kitchen. The smell of fresh laundry was overpowered by the aroma of fresh cooking. When we looked at the side of the trailer, we noticed it advertised the name of a charity, Fresh Start Missions, on the side. I knew the charity helped the homeless and I needed to do some research.

Fresh Start Missions appeared to be making a big difference for the homeless and disadvantaged people accessing the services on the trailer. We were delighted to learn of this organisation and we wanted to share this charity with you.

Homeless

About Fresh Start Missions and how they help the homeless

Fresh Start Missions are a charity which strives, as the organisation name suggests, to give homeless and underprivileged people a fresh start. We discovered Fresh Start Missions on the streets of Glebe NSW where our offices are located. We wanted to learn more and we contacted the organisation’s founder, Hamilton Gervaise.

Is your organisation unique or are there others offering similar services?

There is one other organisation in Sydney. We differentiate ourselves from this other organisation, offering similar service, by offering short-cycle washes – 15 minutes, so we can accomodate up to 26 loads of laundry in an evening. Additionally, the Fresh Start Missions trailer allows for hot, instantaneous showers. We do not limit the time a person showers. Simply put, we are unique across Australia because our trailer offers 3 showers, 6 washers, and 6 dryers in addition to the full kitchen.

How many people are served by Fresh Start Missions over the course of a year?

Fresh Start Missions serve approximately 3,300 people per year.

How are you funded? What percentage of funding is provided by government vs private fundraising?

We have never received $1 from the government. We are self funded.

What is the size of your annual budget/turnover?

Our annual budget is $30,000.

If someone wants to get involved in your organisation, what can we do? What are the areas of greatest need? Do you need in-kind donations, as well as cash donations? Are you seeking volunteers?

Donations are greatly accepted. We invite people to donate soap powder, shampoo, disinfectants, LPG, new clothing, and other personal care items. Of course, we accept donations and volunteers are always valued!

Is the trailer always in Glebe or is there a rotation? How do people know where to find the trailer?

We visit Glebe every Sunday 2PM – 6PM, but we often stay as late as 8PM. There is no cutoff time. We also visit Kembla on Fridays 2PM until 6PM. It takes the homeless a while to trust us because we are basically handling all of their possessions. Once one trusts us, they do pass the word amongst the community.

Feedback from those served

What do some of those served say about Fresh Start Missions? Dave, a homeless man, said he looks forward to seeing Fresh Start Missions each Sunday. George, who recognises most services feed the homeless pasta, enjoyed the fresh sandwiches made from Baker’s Delight breads, ham, tomato, and lettuce. In fact, he loved the sandwiches so much he consumed eight of them. Fresh Start Missions also cater to dietary preferences and restrictions, including vegetarian options. Hamilton says, “if we won’t eat it, we should not expect the homeless to eat it”.

A family-run charity, Fresh Start Missions is operated by Gervaise, his wife, daughter and her family. This is an example of a family who saw an issue and knew they needed to do something about it.

“When we get to Glebe, there are always three or four people waiting and they help us set up. We welcome their help because it makes them feel apart of Fresh Start Missions. It gives them a purpose”, Gervaise said.

If you want to learn more about Fresh Start Missions or you would like to donate or volunteer, visit their website today.

FundraisingForce are launching a new feature – Charity Discovery Thursday. This column will strive to introduce you to innovative charities doing amazing things. Fresh Start Missions are one of those organisations.