Community Experience Overview - Every Child TN

Modified on Tue, Sep 17 at 2:47 PM

The Community Experience team delivers highly personalized, relevant, and empathetic experiences to community members.

Our goal is to be a memorable and reliable guide for community members to feel empowered as individuals step into the world of foster care. Find your most frequently asked questions regarding the Every Child TN CX process in this article.

Customer Journey & Support

The Contingent’s CX team manages two areas of support: community members who are interested in becoming part of the Every Child movement through fostering, volunteering, etc., as well as network partners through the Help Desk.

We engage community members from the point of showing interest on our site or through marketing efforts all the way through getting them connected to a Network Partner. For some, this journey may take months or even years. In those cases, we provide consistent and proactive communication to check in on someone’s discernment, where they are in the journey, and offer suggestions on the best next step for them to take in their exploring fostering journey.

Lead Management Process

Initial Inquiry and Scheduling: Upon expressing interest, potential volunteers or foster parents receive an email or SMS to schedule a call with a Foster Care Guide. This initial contact is crucial for addressing any apprehensions and ensuring leads feel encouraged and excited. It also allows leads to work around their own schedule, which leads to higher success rate of contact and encouraging that lead along in their journey.
Guide Engagement: During the scheduled or outbound call, the Foster Care Guide asks specific questions to understand the lead’s preferences, demographics, and minimally disqualifying information. This information helps narrow down the best organizational match for fostering or volunteering.
1. Preferences - We ask about the lead’s preference for their capacity to care for the amount of children, age of children, and specific needs of children.
2. Demographics - We ask for minimal demographic information to understand where leads live and what lifestyles they bring. These demographics are reflected back in our data and are analyzed for our data team to understand how effective our targeted recruitment efforts are. Some examples are address, number of individuals in the household, if they are affiliated with a faith, and race/ethnicity.
3. Disqualifying Information - We work closely with DCS to understand the minimally disqualifying responses a lead might give that would not allow them to advance to a screening and training classes. Some examples are if the lead has resided in Tennessee for at least 3 months if they have enough bedroom space to accommodate at least one child in foster care, and if they are a citizen or permanent resident of the US. Additional questions have been vetted by DCS and allow for an initial opportunity to notify individuals of their preliminary eligibility while also keeping the conversation focused on easing their nerves and answering their questions. In total, the goal is to have a 10-20 minute conversation and if they are a viable lead, we will assign them to a partner organization.
Introduction to Network Partners: Leads are then introduced to a Network Partner through email, ensuring a smooth handoff, and to keep momentum with the lead’s motivation to get involved. The Network Partner receives all necessary details securely via the Partner Portal.
Ongoing Support and Updates: The Partner Portal, designed for desktop use, allows Network Partners to manage and update volunteer and foster leads. Features include sorting, filtering, claiming leads, and updating milestones in the lead engagement journey.
1. Help Desk & Knowledge Base: The ECTN Help Desk is a multi-faceted tool to support Network Partners with their needs that pertain to lead management, including but not limited to portal activity, lead information, and access to the portal.
2. Submit a Ticket: need help with a guide? You can submit a ticket to receive 1:1 support from our team to find what you need. Tickets can be submitted through the everychildtn.freshdesk.com Help Desk site or via email to help@everychildtn.org.
3. Knowledge Base: The Knowledge Base stands as a self-service help approach for those who prefer to find assistance through our existing documentation. You can find access to training, How-Tos, and FAQs.

Contact Information

For Community Members:

Every Child TN phone and text: 615-920-2569

Email: info@everychildtn.org

For Network Partners:

Every Child TN phone and text: 615-920-2569

Email: help@everychildtn.org