Vacancy – Client Services Administrator

We wish to recruit a full/part-time Client Services Administrator for an initial one-year contract. The successful candidate will work as part of a supportive team, with great opportunities for learning and development.

We are looking for someone who will be the first point of contact for current and potential clients.  They should have excellent customer service, communication and administration skills.

They will:

  • Be the first point of contact on all incoming calls, recording and updating leads and contact information.
  • Under the direction of the Office Manager, administrate the Enclude TechSoup programmes including
  • Registration and validation of non-profits.
  • Advising callers of all products available to them from TechSoup and supporting them in selecting the correct product choices and offers.
  • Updating orders on receipt of payment
  • Processing credit card receipts
  • Responding to all queries
  • Validation of non-profits
  • Administer the Microsoft CSP Programme
  • Perform administrative marketing tasks
  • Provide PA Assistance to the Management Team
  • Manage the multiple company email addresses and respond promptly to all emails
  • Perform general office duties, including
    • Managing all incoming post.
    • Ordering stationery
    • Managing the phone system
    • Provide administrative support to other Enclude Staff

Candidates should be able to work well as part of a team, and should have

  • Strong customer focus with excellent communication skills
  • Experience with updating databases or CRMs
  • Affinity with the non-profit sector
  • Be a strong team player
  • Good attention to detail
  • CRM, Office365, website and helpdesk experience

HR and/or Marketing Skills an advantage

Applications for this position should be made by email, attaching an updated Curriculum Vitae, to [email protected]

Closing date for applications is Monday 5th October 2020

Enclude is an Equal Opportunities Employer

A Critical Survey for NGOs Responding to 2020

We need to hear your voice.

Nonprofits face a unique moment in history. The intense challenges of 2020 are changing everything about how we fundraise, adapt, and use technology to serve our communities. This inflection point will shape everything we do for the next decade — and beyond.

In the midst of this global crisis, TechSoup is partnering with a group of our philanthropic and technology partners on a global research project to understand the real-world barriers to technology adoption for nonprofits.

Take The Survey Now

We must challenge the outdated notion that “nonprofits are simply bad at using technology.” The truth is, nonprofits are used to doing more with less. And right now, nonprofits around the world are innovating with technology in real time to continue meeting critical human needs — all while grappling with an unprecedented combination of challenges to their operations.

We need a deeper, modern understanding of the barriers to technology adoption for nonprofits. And right now, major funders around the world are listening for answers to this question. They want to help. We need to tell them how.

This is TechSoup’s first entirely global survey in almost a decade. With your responses, we can map today’s opportunities and barriers to technology adoption so educators, service providers, foundations, and donors will know where to begin and how to have the greatest impact.  

As we plan for the future, technology must play a critical role in staying connected with our teams, and helping our communities to recover. It is critical that we understand both your organization’s individual tech needs and our collective tech challenges so we can craft the training, services, and support necessary.  

By better understanding the barriers and opportunities you experience, we can help organize efforts to support you. We can better target our partners’ philanthropic and corporate giving and can help other organizations like yours facing similar challenges around the world. 

Please take the few minutes it requires to complete the survey. The path toward all of us having the support we need to harness technology through the months and years ahead begins with you.

Eamon Stack, Enclude’s Founder and Former CEO – The Carmichael Interview

What have Garvaghy Road Residents, MakePovertyHistory, Pieta House, Merchants Quay, Depaul and Peter McVerry Trust all got in common? 

Click here to listen to Eamon Stack’s interview with Diarmaid O Corrbui of Carmichael to hear how all these organisations and campaigns leveraged information technology to increase their impact.  

Hear Eamon explain how information systems empower front line staff and managers to deliver more targeted services and improved impact, empower whole social service areas with vital data to drive change through policy and advocacy shifts,  and now, how mobile apps will empower service users to take a more direct involvement in their own care planning /care journey.

Some photos of Eamon’s Enclude Story

Enclude Adoption Tips

Enclude Adoption Tips

You want a CRM. You have seen the wonderful ones that other people have and now you see just how much it could help your organisation

But getting the system is only the first step – you have to make sure that your staff are happy to use it. Otherwise you have wasted time and money for your organisation – when we are all short of both.

Here are ENCLUDE’s top tips for user adoption

Include staff from the start

Let them know that your organisation is considering this.  Have a meeting and get their feedback on why they would or wouldn’t want a CRM.  Talk about the parts of their work it will help.  Perhaps it’s as simple as being able to book a meeting room on the system. Get them to help identify these so that everyone feels a winner in the early phases. They may have some great ideas that you have not even thought of!

Let them know what the CRM will not do – it’s not a magical cure for everything. Otherwise people may get disillusioned when it is put in and they realise that it won’t make the coffee!

ENCLUDE can help by running a workshop with your staff to identify their needs and explain what a CRM will or will not do!

Have value for people entering data

Let’s face it, entering data can be boring. It can be easy to lose motivation to enter the it promptly and fully.

Show staff how entering the data helps them in their work – producing the reports at the end of the month becomes easy and the report is reliable.  Entering all appointments and activities in their calendars lets them see how much time different projects are taking.

Have some dashboards up that everyone can see – how many new clients has your organisation helped this month?  How many cases have been closed? They will see the relevance of their work.

Appoint a Management Champion

Appoint someone as management champion at the highest level who is passionate about the system.  Get them to share this enthusiasm at staff meetings / in company newsletters and elsewhere.

Check the Login report

Keep an eye on the login report and see if someone is not using the system.  Perhaps they need encouragement and more training.  It’s better to do this from the start or people may get more and more nervous of the system and never want to use it.

Your ENCLUDE consultant can help set up a login report that is sent you each week.

Lots of Training

Keep emphasising that training will be provided for anyone who needs it.  It can be done in many ways.

  • Formal training sessions where an in-house staff expert takes the training role.  ENCLUDE can also help with this if you want an outside trainer.
  • Buddy systems where inexperienced users are paired with more experienced ones that they can turn to for help.
  • Mini videos/quick guides to answer common how do I questions.  Again, ENCLUDE can tailor these for your system.
  • If you have staff who are enthusiastic, suggest they do some of the Trailhead training provided by Salesforce. They may even want to do some of the Salesforce exams.  This is a good addition to their qualifications.

Keep an eye on data silos (aka spreadsheets)

Knowledge is power – and people can feel that letting go of their ‘special spreadsheets’ where they currently record information will reduce their value.  For example, if in the past, you always had to go to the office assistant to see if the overhead projector was booked, the office assistant may not be happy that the information is available to everyone and want to keep the spreadsheet going.  Encourage everyone to put all relevant information on the system.  If someone is using a spreadsheet for their work, ask why!

Reward!

Have some fun rewards, especially over the first few months. Here are a few ideas.

  • Friday afternoon off for the staff member who used the system most over a month.
  • Cake or a fruit basket for the office when everyone has logged in every day for a week.
  • Management serve staff lunch with when the number of contacts on the system reaches a target number.

Is your charity missing out? Millions in savings for Irish Charities go untapped

4 out of 5 Irish charities not yet availing of donated technology which can save them over €20,000 per year on average

Many of the big global players in IT, such as Microsoft, Google and Adobe, make millions worth of software available to Irish charities each year, but many are not taking it up, simply because they are not aware of it. Last year alone, 20 Irish charities made average savings of €27,000 each by availing of software donations through our programme. 

Enclude are the sole Irish partner in Techsoup Global – a network which makes donated software available to eligible charities across the world. Since 2006, Enclude have made over €50million in donated technology available to Irish charities.

Over 1600 Irish charities, including Foroige, Pieta House, Focus Ireland and Peter McVerry Trust, as well as many smaller local charities have already registered with the Enclude Tech Donation Programme via their website http://enclude.ie/technology-donations. But 4 out of 5 charities are not yet signed up, which means they are missing out on these savings.

Savings available

A lot of the software available on the Enclude Tech Donations Programme is completely donated, which means charities only have to pay an admin fee of 10-20% So, for example, MS Office Standard, which would cost a business over €260, is available to charities for €27

Best-sellers include:

MS Office Standard – admin fee €27

Adobe Photo Shop Elements and Premiere Elements– admin fee €25

Symantec Endpoint Protection Small Business Edition – admin fee €4

The average saving on software by Irish charities participating in the programme was €4000 last year. However, there have been significant extra benefits to signing up to the Enclude Tech Donations programme since the launch of Google for Nonprofits. The bundle, which is free to all eligible non-profits and sports groups includes Google Apps, Google Maps, and Google Ads with grants of €10,000 per month to spend on adword campaigns on Google. Charities who get a lot of their clients from web searches, such as counselling or support services, are particularly well-placed to benefit from the adgrant offering.

We often have difficulty convincing people this is not a scam because it seems too good to be true!’

To find out more contact Marge on 01-6535099 or [email protected]

Community solution frees up over €4.5m per year for Irish addiction charities

60% of the addiction services Ireland use eCASS ( electronic Community Addiction Services Solution), a system Enclude developed having co-designed it with both services and funders in the addiction sector, and which has been implemented across the sector in partnership with Quality Matters.

A recent evaluation of these addiction service clients has shown average savings of €70k per annum – in terms of savings on software and time and resources freed up. In addition, there are significant improvements in terms of the quality of data available to manage interactions with clients as well as that available to meet funders’ reporting requirements.

Key findings to emerge from the evaluation include:

  • The average total cost saving per organisation using eCASS is €67,000.

  • On average, eCASS saves managers and administrators 52 hours per month and 89 days per year. Each organisation receives a further €18,000 of free software licences

  • The initial costs ( of 5k per project) were on average four times cheaper than the alternative systems on offer.

  • The overall annual resource savings for the addiction services from eCASS is equivalent to over €4.5m.

  • 93% of respondents reported that eCASS improved their understanding of the importance of data.

  • 91% of respondents said it helped managers to have oversight of staff work.

  • 89% reported that eCASS had provided information to support improvements in their work.

  • In addition to the annualised savings from eCASS, the initial costs were on average four times cheaper than the alternative systems on offer.

Informing better policy

In addition to the savings at an individual organization level, eCASS allows for the aggregation of data across services at a regional level and national level which in turn supports better policy decisions. To ensure eCASS can best fulfill its potential in this area, personnel from local Drug Task Forces, the Health Research Board and academic experts were among the stakeholders regularly consulted throughout the system’s design and development.

eCASS has brought huge benefits as a way to record and report on actual contact time, outcomes and progression of clients from a service perspective feeding into a larger statistical gathering exercise providing timely and relevant information to funders and policy makers.’

Lisa Gavillet, Development Worker with North Eastern Regional Drugs Task Force

Spreading savings to other sectors

Enclude, in association with their partners Quality Matters, are working to replicate the success of eCASS, through the iAlliance Programme, with charities delivering services in other sectors, such as Domestic Violence, Mental Health and Youth Services.

Each iAlliance project will build a partnership of key stakeholders within a particular service area to guide the development of service delivery solution

We have worked with hundreds of Irish charities on individual system to address their information needs and will continue to do that. But we have seen the transformation that’s possible – as well as the fantastic savings in time and money – through collaborative working in addiction services and would love to see other social sectors derive the same benefits.”

Eamon Stack, Enclude CEO

To find out more about eCASS or to explore a community solution for your work through iAlliance,

Contact Enclude on 01-6535099, or on [email protected]