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Nonprofit University

PRO 240 | People First: Nonprofit Service Delivery

What does “good customer service” look like in your program? What formal policies and procedures are in place to ensure safe, effective operations? How do you recognize and replicate successes, while identifying, mitigating, and preventing challenges?
 
Regardless of your program’s focus area within the broader nonprofit sector, by legal definition your ultimate goal is public good. We serve people, and as such we hold ourselves to high standards. How well those standards are documented and disseminated, however, is often another matter. In this course you will address the above questions, considering how to keep the running of your program focused on (and, sometimes, out of the way of) serving your clients.
 

April 30 Class: Due to COVID-19 safety precautions, this class will be offered online via Zoom. Registrants will be emailed the day before their class with detailed instructions and the Zoom meeting link. Please note the time for the Zoom classes will be provided in the email.

GCN is actively monitoring information from the CDC and health department and we understand that the situation is fluid, so we plan to be in contact with any changes.  

KEY CONCEPTS

  • Principles of good customer service
  • Policies and procedures
  • Designing processes
  • Using tools for workplace collaboration

LEARNING OBJECTIVES

At the end of this course, you will be able to…
  • Give examples of good customer service at various points in a client’s lifecycle with your program, especially at intake, internal and external referrals, and closeout.
  • Recognize the formal and informal processes and systems that support your program’s operations.
  • Identify opportunities for implementing, revising, or replacing processes and systems, whether existing or absent, toward greater program effectiveness.

AUDIENCE

Primarily intended for program coordinators and managers with less than five years of experience in program management, and oversight of one program with one or two funding sources and a small team (typically fewer than five staff and volunteers).

Dates

  • April 30, 2020
  • November 18, 2020

Time

9:00 am - 3:00 pm

Address

Georgia Center for Nonprofits
100 Peachtree Street NW
Suite 1500
Atlanta, GA 30303
Get directions

Registration Details

Fees:
Member: $150
Nonmember: $175

Questions? Contact us at [email protected] or 678-916-3081.


April 30, 2020

Due to COVID-19 safety precautions, this class will be offered online via Zoom. Registrants will be emailed the day before their class with detailed instructions and the Zoom meeting link. 


November 18, 2020