How to provide consulting services for social organizations

The Beijing Social Organization Development Service Center (hereinafter referred to as the Center) has been providing consulting services to social organizations since it was commissioned by the Beijing Collaborator Social Work Development Center (hereinafter referred to as the Beijing Collaborator) in 2015. . In the past five years, it has provided nearly 40,000 consultations and counseling services to more than 4,000 social organizations in the city. The content of its consulting services can be divided into two categories. The first category is regular consulting, which mainly includes policy consulting, annual inspection and annual report pre-review and counseling, registration consulting and counseling, social organization financial and legal consulting, etc. The second category is special consultation, which mainly includes personalized special diagnostic consultation, special policy interpretation, one-on-one project tracking guidance, etc.

The center's consultation services are mainly provided through four methods: window consultation in the comprehensive service area, telephone consultation, expert appointment consultation, and online consultation (public account "Collaborator Cloud Public Welfare" port, WeChat, and DingTalk communities). , the regular consultation service hours are from 9:00 to 18:00 every Monday to Friday; expert consultation is determined according to the appointment time.

On the basis of many years of consulting services, the center has accumulated rich experience, which is now summarized for reference by colleagues in various social organizations.

1. Diversified consulting service content

(1) Annual inspection and annual report consulting services

Annual inspection and annual report transactional services mainly include telephone consultation services for annual inspection and annual reports of social organizations , annual inspection report filling guidance and training services, and annual inspection report pre-review services (before the pre-review process for social organizations’ annual inspections is cancelled, the center has always been responsible). With the support of the Beijing Social Organization Management Center, relevant department supervisors conducted annual inspection and annual report work training for center staff, focusing on explaining the key points and standards for pre-review of annual inspection and annual reports. The center staff compiled the written annual inspection and annual report pre-review standards and communicated with department supervisors Verify and confirm, and conduct annual inspection and pre-review work according to the confirmed standards. In addition to providing annual inspection and annual report consulting and counseling services to social organizations through telephone and the Internet, the center's consulting staff also provide face-to-face counseling services for social organizations that encounter individual difficulties. At the same time, based on the progress of the annual inspection work and the issues raised by social organizations in the consultation service, a series of training activities such as "Collaborator Classroom - Face-to-face Annual Inspection" are regularly carried out to provide social organizations with special training on the annual inspection reporting process and precautions.

(2) Financial, legal and other professional support services

At present, the center has established more than 50 support partners covering financial, legal, brand, project, financing and other service categories. After signing with the center, they can provide consulting and agency services to social organizations. When social organizations encounter professional problems in their daily operations and seek support from the center, we will immediately connect them to support partners, track the progress and evaluate the effectiveness of the consultation to ensure that the social organization's questions can be answered satisfactorily.

(3) Venue support services

In addition to the venue needs for daily activities, we have also opened a dedicated venue reservation on the public account "Collaborator Cloud Charity" Port for social organizations to make reservations. Social organizations open the reservation port and can check the reservation and use of the venue in real time, the status of related activities and the number of people planned to be recruited for the activity, etc.

If social organizations want to reserve a venue or participate in an event, they can make an appointment directly on the official account, or call our consultation hotline, and the center staff will follow up and do the next relevant work .

(4) Bill verification service

The center’s consultation service window is also responsible for the bill verification work of social groups. The staff of the center respond to a series of problems encountered by social groups in issuing bills, applying for bills, and verifying bills on a daily basis. Secondly, for organizations that go to on-site inspections, we need to see whether their use of bills complies with relevant regulations. If they do not comply with regulations, we will provide them with guidance and inform them of existing problems and how to rectify them.

(5) Policy consulting services

For social organizations in the start-up stage, or individuals who plan to establish social organizations, they will be relatively unfamiliar with the policies in the industry. Faced with such inquiries, in addition to answering their questions on a daily basis, we will also contact teachers from relevant departments of the Beijing Social Organization Management Center to organize training on policy interpretation, in order to benefit more demand groups.

2. Standardized consultation service process

? (1) Timely entry?

In the face of the content consulted by social organizations, the center staff will follow the consultation instructions Categories are entered into the consulting service system. The center will regularly analyze the data from the consulting service and form it into a text for staff to study. In addition, center staff will also vigorously publicize common consulting issues of social organizations through capacity building training and the push of summary copywriting of frequently asked questions.

(2) Transfer mechanism

? In the face of problems consulted by social organizations, if the center staff cannot answer them, they will strictly follow the transfer mechanism below to transfer them to the relevant parties. personnel and provide follow-up feedback. This consultation work will not end until the overall process flow is completed.

3. Strict consulting service standards

? (1) Professional requirements

For the consulting staff of the center, they need to have a comprehensive grasp of business knowledge and be proficient in using the telephone Consulting service equipment and consulting information database, have strong communication skills such as understanding, guidance, induction, expression, etc., and must have necessary writing, computer operation and other work skills.

If you encounter a matter that does not involve the service scope of the center or cannot be answered, you need to understand the specific problem and keep a record, inform and contact the relevant department for consultation or resolution, and provide a reasonable explanation. You are not allowed to answer questions that you are not sure about. If you encounter a problem that you do not understand, please record it in time and refer it to an experienced staff member of the Consulting Service Department or inform the department responsible for handling this matter.

(2) Service requirements

Consulting staff should answer the phone within three rings and take the initiative to say greetings after picking up the phone.

Provide more understanding and help to service recipients who have difficulty expressing or understanding. You must patiently understand the needs of the service recipients, record them in a timely manner, summarize the content and elements of the consultation call, and repeat it to the other party when necessary to confirm the problem. Handle consultation issues from on-site personnel, and also carefully register visitors.

The person in charge of the consulting service group will conduct quality inspections on telephone recordings and consultation records from time to time. If it is found that social organizational problems are not solved in accordance with regulations, social organizational problems are not solved, and conflicts with consultants occur, etc. Personnel will be criticized, and serious violators will be notified to the agency for corresponding penalties.

4. Complete team building

(1) External resource intervention

During the peak annual inspection period, the center’s consultation phone will basically ring non-stop. In order to ensure the quality of consulting services, center staff will recruit a certain number of interns and volunteers to join the consulting service team in the early stage.

Provide training in the early stage of the annual inspection, and provide a certain assessment and trial period to ensure that the colleague can get started with the annual inspection work in time. If it is found that the employee is not qualified for this position, he or she will be transferred to other positions through negotiation or assisted in other tasks.

(2) Reasonable internal deployment

In addition to the personnel of the consulting service group, colleagues in charge of other businesses in the center will also be arranged to study content related to social organization consulting every year. On the one hand, it can improve the comprehensive capabilities of the staff; on the other hand, it also helps other staff to fill their positions in time when the number of consultations increases sharply, so that the consultation service work can be advanced quickly, steadily and orderly.