1. Donor Management Roundtable
Moderated by DC Liaison Team
Hello, and welcome to the donor management roundtable. Today’s session was put together by the DC Liaison Team. I am Heidi McFadyen, Donor Center Liaison and with me is Casey Beardslee, Supervisor of the Liaison team.
Today, we’re going to get you talking to each other and sharing ideas about how we can all work smarter to get donors through to donation.

2. Objectives
Identify best practices from other donor center staff participants
Adapt information shared in the session for use at the donor center
So first things first, our objectives. At the end of this session, we hope that you’ll have identified best practices from other donor center staff participants, and that you’re able to adapt the information shared in this session for use back home at your donor center.

3. Agenda
Experts (YOU) share best practices you have in place at your center
Brainstorm new best practices
Share thoughts with the large group
Create a resource
Become Knights
The plan for today is get the experts in donor management talking to each other – those experts are you. It’s been awhile since we’ve had a session targeted to donor management staff to talk amongst themselves to share best practices, network with each other and brainstorm new ideas. We want to keep this discussion informal, fun and productive.
We will have teams come back and share with the large group today, but we’re also going to ask that you keep track of what your table comes up with, and we will create a resource to share on the Network website after Council. We want to make sure each idea is heard, and we know that can be tough in a setting as large as this one, so recording those ideas will be a great help.
And finally, like any good session, we picked a theme. We’re at the end of the day, and I know you’re all feeling tired, and we thought we’d have to keep you interested somehow! So, our session was called the Donor Management Roundtable. And our theme today is the Knights of the Roundtable… I know, the liaison team is very creative. But the more we thought about how we wanted this session to run, it mirrored the basics of what we gathered about the Knights of the Roundtable from the ten minutes of wikipedia research we did.

4. Knights of the Round Table
What did we learn?
Everyone around the table is equal
Knights upheld code of chivalry
Code of chivalry for today:
Focus on solutions, not gripes
Everyone participates
All ideas are valid
So, what did we learn from Wikipedia?
Well, legend has it that King Arthur had a group of Knights who served as his advisors called the Knights of Roundtable. The point of using a roundmtable was that it showed that everyone around the table was equal – there was no head of the table - all opinions were equally valued. We loved that idea, and wanted to incorporate that into today’s discussion. Also, King Arthur’s knights upheld a code of chivalry – their rules mostly had to with treason and mercy in battle, so not the same thing…but…again…we liked the idea of having a code of conduct to follow in our discussion.
So, we created our own code of chivalry – first, in our discussion today, let’s focus on solutions, not our gripes. We’re going to be talking about obstacles and barriers, but let’s focus on how we can break down those barriers.
Second, we need everyone to participate, because just like the Knights of the Roundtable, all ideas have value. We need to hear from everyone.
Our third rule is to make sure that all ideas are treated as valid ideas, so please listen to each other at your table.

5. Table roles Sir Leader – earliest birthday in the year (Jan. 1)
Lead introductions at the table
Enforce code of chivalry
Keep table on task
Make sure everyone contributes
Sir Recorder – latest birthday in the year (Dec. 31)
In charge of envelopes
Write down the best practices
Return forms to envelopes
So, I know we said all are equal, but we still need to make sure some administrative tasks get done at the table, so we have a few roles to play.
First, we will have Sir or Lady Leader – this is going to be the person with the earliest birthday in the year closest to January 1 – their role is to make sure everyone at the table introduces themselves, enforce our code of chivalry, keep the conversation at the table on task, make sure conversation is focused on solutions, and ensure that we hear from everyone at the table.
Our second role is Sir or Lady Recorder – this is the person at your table with the latest birthday in the year. This person is in charge of those envelopes at your table. You will be writing down the best practices and returning forms into the envelopes.
Okay, you now have one minute to figure out who is Sir Leader and Sir Recorder. GO!

6. Discussion format Each table has 5 envelopes
Each envelope has a series of discussion prompts surrounding one theme
Talk about all of these or one…it’s up to the table
Sir Recorder to fill out form with your best practices
10 minutes to share ideas or brainstorm new ideas
Share with large group
Repeat
Okay, now that you have your roles determined, let’s talk about how the discussion is going to flow.
As you see, your table has five envelopes. In each envelope is a series of discussion prompts surrounding one theme. Your table can talk about all of these questions, or just one – it’s up to you. but please try to keep the conversation to the topic. The prompts are idea starters to get you talking about the best practices you have at your center, or to help your table start to brainstorm new ideas. You will then record the best practices and solutions that you came up with about that topic. The discussion on each topic will last ten minutes. Then, we’ll have a couple of tables share with the large group.
We will repeat this five times.

7. Envelope #1: Overcoming Obstacles
So, here’s our first topic. In your daily work in donor management, you’re constantly hitting road blocks and obstacles…so our first topic for the roundtable discussion is overcoming obstacles. Let’s take some time to talk about strategies you have at your center for dealing with obstacles.
Sir Recorder, take out envelope #1 read the idea starters to the table, Remember, you can discuss all of these, or just one of these. Your team can also brainstorm new ideas of how to deal with obstacles.
Okay, go!

8. Envelope 1: Overcoming Obstacles
How does your center handle limited AC and CC availability?
What does your team do to help accommodate remote donors?
How do you find and train new filgrastim and PE providers?
How do you make your team available to accommodate donors’ schedules?
Think of a time that you had a major roadblock in getting a donor to workup. How did you overcome it? What did your team do well?

9. Envelope #2: Eligibility and Clearance
Let’s move on to our next topic. Envelope two has a series of questions about eligibility and clearance. A year ago, we released a new process for determining eligibility, and we want you to get you talking about how you’ve worked to incorporate those changes into your process.
Recorders, open envelope two – read the questions, and get the conversation started!

10. Envelope 2: Eligibility and Clearance
How does your team work efficiently with your Medical Director?
How does your team get what you need from PE providers in a timely manner?
How do you use the workup plan?
Have you had success with communicating eligibility and suitability determination at the same time to Case Management? How do you handle situations when you can’t determine both at the same time?

11. Envelope 3: Quality and Audits
Our next topic is quality and audits…what has your team put in place to incorporate quality management principles into your every day work?
Sir Recorder, Open envelope 3, read the questions and get started.

12. Envelope 3: Quality and Audits
If the FDA showed up at your office today, how is your team prepared?
What second review processes have you put into place at your center?
How do you ensure that your third party providers meet your documentation and quality standards?
How do you work with the quality department at your center? How do you keep them up to date with changes at Be The Match?

13. Envelope 4: Availability
Our next topic is availability. We could have an entire session long discussion about availability – it’s our biggest challenge. But, we couldn’t get the people in this room together without having even a short brainstorm about availability.
Sir Recorder, Open envelope 4, read the questions and start the discussion.

14. Envelope 4: Availability
What are your biggest challenges with donor availability?
How do you make sure your CT donors are prepared for WU?
What projects or initiatives have you put forth to try increase availability?
How do you talk about availability at your donor center?

15. Envelope 5: How do I leverage Network resources?
We’re almost done! Our last topic today is about leveraging NMDP and network resources. How does your center make the most of the tools and resources available to you from the NMDP and the network?
Open envelope 5, Recorders – and start reading the starter questions.

16. Envelope 5: How do I leverage Network resources?
Do you use any NMDP services like CallBack Unit, Kitmaker, Long-Term Donor Follow-Up or auto-fill packet for information sessions?
When/how do you use liaison team support?
Have you reached out to the Council Advisory Group?
How do you maintain relationships with other donor centers and partners?
How can we continue to share ideas like in today’s session?

17. Much like Arthur here – you guys make what might seem like the impossible – getting donors to donation - possible. We’re hopeful that after our discussion today, you were able to pick up a few ideas of how to improve the experience for both you, as a donor management staff member, the experience of our donors.

18. Closing Objectives Look for ideas to be posted on the Network website
Identify best practices from other donor center staff participants
Adapt information shared in the session for use at the donor center
Look for ideas to be posted on the Network website
Again, let’s revisit what our goals for today were. We wanted to identify best practices from our fellow participants, and take something back home to use at your donor center.
Leave your envelopes at your table…we’ll gather those ideas and will be posting these ideas on the Network website.
Thanks so much for the great discussion. I encourage you all to go to the networking reception – we’ll see you soon!