Operation smile product training

3/16/2018 Operation Smile Product Training
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Operation Smile Product Training
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David Garcia, Entrenador en ListenTrust
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Published on Jul 28, 2017
Operation smile Training presentation
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Click image for video (You Tube video)
Every person that comes to a mission site with a medical issue receives a medical evaluation by our
volunteers. They are seen by nurses, physicians, surgeons, anesthesiologists and speech pathologists that
evaluate their condition and determine is we can diagnose them or help the in any way. Many of these
individuals rarely have access to medical care and some have never seen a doctor at all.
Pictured is the same child. Child’s story below
Cambodia – Baby Heany Rady – A story of a volunteer’s great lengths to save a life, as reported by Libby
Czerlinsky, Operation Smile employee.
While participating in an Operation Smile mission in P’hnom Penh, Cambodia earlier this month, I had the
distinct pleasure of meeting an in-country volunteer, Robert Johnson, who partners with Operation Smile
Cambodia. Robert first came to learn about Operation Smile, while working in the pharmacy with a Mercer
University Medical mission, where they provide primary care to poor families. Robert relayed a story to me
about working with Operation Smile Cambodia that has forever etched an image of compassion and
collaboration in my mind. Below is the story of an incredible effort to save the life of a severely malnourished
cleft baby, just weeks away from certain death.
Four month old Baby Heany had been brought to the free medical clinic provided by Mercer Medical, his
parents desperate for help for their starving baby. Born at a normal weight, but with a severe cleft lip, he
weighed just over 3 lbs when he was first evaluated. All attempts at feeding were virtually useless, as the milk
would run out of his poor little nose instead of providing the needed nourishment. The baby was sent home with
little hope for survival.
When Volunteer Robert Johnson saw the starving child, his heart broke for this loving family and the poor child
that would surely die without help. He wept and prayed for the child, and a Peace Corp friend told him about
Operation Smile. He was easily able to locate a number for Operation Smile Cambodia, and contacted medical
director, Dr. Mok Theavy. Dr. Theavy immediately suggested that he find the child and bring him to P’hnom
Penh for evaluation a possible surgery.
With just the description of a few landmarks, Robert and an interpreter set out to find the home amongst the rice
paddies near Chum Kiri, in the province of Kampot. Roads would only take them within a quarter mile of the
home; the rest of the journey was on foot. The family was finally located and it was arranged that Robert would
bring them to meet Dr. Theavy in P’hnom Penh.
Too small and weak for surgery, Dr. Theavy and his team transported Heany to a local pediatric hospital for
admission, and an attempt was made nourish the poor boy. Again, after 10 days he was sent away with little
hope, as the expense for the bottle and formula to make him strong enough for surgery was too great for the
parents. Not willing to accept that this child would not survive, Robert reached out to a contact in the states for a
bottle that would allow the baby to take his mother’s pumped breast milk, and personally supplied 6 months of
formula for additional supplement.

Our Mission Operation Smile mobilizes generous hearts to heal children’s smiles and transform lives across
the globe.
The story could have ended there, with the food supply running out and baby Heany still struggling with a
severe cleft. However, just 6 weeks later the Radys appeared at their home with a beautiful, chubby baby boy.
‘Whose baby is this?’ said Robert earnestly upon answering the door. The transformation was incredible. Robert
immediately began making arrangements to take Heany to the next Operation Smile mission just a few months
away.
Weighing in at a hearty 15 lbs, screening day arrived and Heany was 1st in line to be evaluated, and later
scheduled for surgery with one of the top plastic surgeons in the world from Australia. What began as a journey
of hopelessness, turned to a story of a bright future and happy life for Heany and his family. Robert is now a
committed volunteer with Operation Smile and has brought several other children to our missions for life saving
surgery.
There are compelling stories around the globe of caring and compassion with Operation Smile, their medical
volunteers, and in-country partners there to provide a happy ending. What a blessing it has been for me to
witness first-hand what we are doing to change the lives of children, their families and their communities in
some of the poorest areas of the world.
This map represents the areas around the world where Operation smile currently has a presence. Click on the
map to go to our website that provides detailed information about the type of work we do in specific countries.
(Medical missions vs fundraising and support)
Medical professionals doing our field work are never paid for what they do. They actually pay a team fee to
participate which is used towards their travel expenses.
Video (Click on image)
What is a cleft lip or cleft palate and how often do cleft conditions happen?
A cleft is a gap in the mouth that didn't close during the early stages of pregnancy, and this kind of birth defect
happens more often than you may realize. It is estimated that, worldwide, a child is born every 3 minutes with a
cleft — about one in 500-750 births. Sometimes a cleft condition can be easy to see because it’s an opening in
the lip. Sometimes it’s harder to tell if someone has a cleft because it’s an opening in the roof of their mouth
(called the palate.)
Why do cleft conditions happen and can this birth defect be prevented?
There are many risk factors that can increase the likelihood of birth defects. While some causes are still
unknown, genetics and family history, pre-existing medical conditions, poor nutrition and exposure to harmful
environmental substances can affect the healthy development of a baby. As a result, these factors could also be
the cause of a baby born with a cleft lip or cleft palate.
Researchers continue to figure out all the genes involved in the formation of a cleft condition and the interaction
of these genes with the environment, hoping to avoid clefts from happening someday. For example, the
protective effect of taking folic acid supplements during pregnancy in other conditions such as spina bifida has
been documented, but attempts to prove the same protective effect for cleft conditions has remained inconsistent
until recently.
Does a cleft condition cause problems for a child?
Depending on the type and severity, a cleft can create serious health issues if not corrected. Babies can have
difficulty with feeding, which in some parts of the world can lead to malnutrition, or even starvation. Ear
infections can occur — and recurring ear infections can lead to hearing loss. Dental development can be
affected. Speech and language development can also be impaired. Children may also suffer from bullying and
social isolation.
back to top
With surgery, a child suffering from a cleft lip or cleft palate can have a brand-new, beautiful smile. In an ideal
situation, a pediatrician and a plastic surgeon work with a child’s parents soon after the child’s birth to choose
the best timing for surgery. Most surgeons agree that a cleft lip should be repaired by the time a baby is 3 months
old, and that a cleft palate should be repaired between the ages of 12 and 18 months.

Our Vision Operation Smile dreams of a world in which no child dies from an access to safe surgery. Cam Ly
Before Saken Be...
For many families in developing countries, early surgery may not be an option, due to lack of financial
resources, qualified medical staff and other factors. Since 1982, Operation Smile has been dedicated to finding
these families around the world and providing them with surgery so they can live happy healthy lives.
Video (click on image)
Reaching our donors is a symphony of efforts, utilizing many different method:
TV:
English:
60 minute infomercial
30 minute infomercial
120 second spot (This little light)
Spanish:
120 second spot
60 second spot
Direct Mail:
Cultivation of donors who have given in the last 2 years -up to 28 mail communications annually for the English
audience, and up to 8 for the Hispanic audience (Mail pieces will always have ‘C’ in the 5th position of the
source code)
Acquisition to acquire new donors (up to 4 times per year, totaling 12 mail drops) People who have given at low
dollar values and who have not given in the past 2 years will sometimes be included in these mailing as well.
(Mail pieces will always have an ‘A’ in the 5th position of the mail code)
Smile Partners – check writers receive monthly mailings/statements. Credit card and ACH givers receive
quarterly mailings. Those who became a Smile Partner using our website only receive email communication
about their monthly gift. Smile Partners (including web donors) also receive about 4 cultivation mail pieces
annually.
Internet:
Display ads
Paid Search
Email campaigns and monthly Smile Reports
Outbound Telemarketing English:
Cultivation of active donors
Donors who have not given in 2 or more years
Calls to convert donors who have been giving single gifts to convert them to Smile Partners
Outbound Spanish test Oct 2016.
Radio
Currently targeting large Hispanic markets through Spanish language radio (Miami, LA) We have done 2 tests
and will continue to use radio to fundraise on occasion.
What makes the phone ring?
When a donor sees a commercial, or sees our 30 or 60 minute spots, the phone number on the screen prompts
them. Likewise if the hear a number on the radio, see it on the website, or one of our pieces of mail.

Our Results Performed hundreds of thousands of free, life-changing surgeries for children
When they see a TV spot, it may be little Aljay that causes their heart the move them to call, because they
can take a life from shame and despair and turn it into happiness and hope for the future.
How do donors know what to give? There are several offers that display below the before and after pictures.
Based on what we are testing or have found to be the most effective for a particular audience, the panels display
different offers, which are connected to the phone number and the script that comes up. We test different offers
on different stations and in different airing time slots.
For extra motivation for donors to use their credit card, we offer a t-shirt. It comes in XL only, and it is as it
appears here.
Donors often share their personal stories of support for Operation Smile with us. Many of them have a
special connection to the mission and appreciate how we are able to change lives. One donor emailed:
In 1939, in the high country of Panama, where I was born and raised my father encountered a 7 year old boy
with a double cleft lip and palate. This child had never owned shoes, or even seen a car. He came to live with us
and had surgical repairs and became my little foster brother. Through the years we have kept in touch. He has a
beautiful wife, two well educated children, 4 beautiful grandchildren, a prosperous coffee franchaise, markets in
the US, Japan and other countries. We are both in our eighties now. This would not have been so if no one had
cared. So thank you for all you do. I will continue my meager support… Lois Ruggles.
Personal connections.
Moved by the stories – You will hear it over and over. One donor in our new TV show says: It’s a rebirth, they
are reborn and their future is unlimited it seems, whereas before they saw themselves as imperfect and ad
unworthy.
Want to fix a child – Melita says: With this – 45 minutes to an hour – you see it in front of your eyes. It’s instant.
A life and lives have been changed. That really appeals to me.
They give because they see amazing transformation of children and have easy access to contributing.
So for you, what makes an Operation Smile call different from other calls you may take:
Decision is personal and emotional and may want to share how they feel
Caller are often older and require patience, respect and a high level of service
They may be questioning their decision and need affirmation
They want to know that their donation will help a child
Tone on an Operation Smile call should be calm, gracious and sincere. Active listening and responding to
their questions and statements is encouraged, returning then to the script. This is no a high energy call, but one
that requires empathy and gratitude.
A frequently asked question is:
If the medical volunteers provide the surgery for free, why do we need donors, and what does their support
provide?
Operation Smile Product Training
1. 1. Operation Smile Product Training August 2017
2. 2. Our Work
3. 3. In a world of need…
4. 4. Our Mission Operation Smile mobilizes generous hearts to heal children’s smiles and transform lives
across the globe.
5. 5. Our Vision Operation Smile dreams of a world in which no child dies from an access to safe surgery.
Cam Ly Before Saken Before Laura Before
6. 6. Our Results Performed hundreds of thousands of free, life-changing surgeries for children
7. 7. Our Results Provided millions of families and their children with a medical evaluation, essential
education about oral health, hygiene, sanitation, nutrition, burn prevention and other healthy behaviors
through global outreach programs
8. 8. The Facts It is estimated that two billion people, or 1/4 of the world’s population, lack access to basic
surgical care. Billions more lack access to safe and well-timed surgery. Every three minutes a child is born
with a cleft. The children who survive are often unable to eat, speak, socialize or smile. In some places,

Our Results Provided millions of families and their children with a medical evaluation, essential education
about oral hea...
they are shunned and rejected It takes as little as 45 minutes to repair a cleft lip and/or a cleft palate,
changing a child’s life forever.
9. 9. The Facts Founded in 1982 Grown from our first medical mission in the Philippines, we’ve expanded
our presence to more than 60 countries across 6 continents Our long term focus on sustainability has
empowered doctors and nurses in their home countries to develop “local missions” and “centers” which
account for 70% of the procedures being performed by Operation Smile Operation Smile conducts more
than 160 medical missions annually in areas of great need.
10. 10. Our Footprint Hong Kong Malawi Peru
11. 11. All Volunteer Medical Professionals Operation Smile is the largest volunteer-based medical charity
providing free cleft surgeries to children and young adults
12. 12. Understanding Clefts
13. 13. The Numbers Cleft lip and cleft palate are the 4th most common birth defect in the world. 1 in 750
children globally is born with cleft lip and/or cleft palate Around the world, more than 200,000 children
are born each year with a correctable facial deformity. That is in addition to the thousands of them who
remain untreated throughout childhood. A short-term goal for Operation Smile is to work in 8 countries to
specifically address that problem and wipe out the backlogs.
14. 14. Fixing Cleft Lip and Cleft Palate Cleft Lip & Cleft Palate can only be corrected through reconstructive
surgery. This surgery is generally performed soon after birth in the U.S. and other developed countries. In
as little as 45 minutes, an Operation Smile Medical Volunteer can repair a cleft lip, and it can cost as little
as $240.
15. 15. Barriers to Care Even though we provide free surgery for children with cleft conditions, there are still
barriers to some of them receiving care. Operation Smile is working hard to break down those barriers and
treat even more in need.
16. 16. Reaching Donors Television Infomercial Direct Mail Internet Outbound Telemarketing Radio
17. 17. Why Donors Call
18. 18. Moved to Donate
19. 19. Offers OFFER A Call now with a gift of $240 Or give $20 a month OFFER B Call right now $20 a
month provides surgeries OFFER A That’s why it is so important that you call right now with your gift of
$240 to help provide surgery for a waiting child. Or if you prefer, you can pledge $20 a month. OFFER B
That’s why it’s so important that you call right now with your gift of $20 a month.
20. 20. T-Shirt offer
21. 21. Why Do They Give? Moved by the stories…”I first saw the ad on TV about the children in need of
operation smile. It touched my heart deeply, and I know I want to be a part of this.…” Want to fix a
child…”everything will be different for him…” Personal connections…”my son was born with a cleft”
22. 22. The Operation Smile Call What’s different about an Operation Smile call? Decision is personal and
emotional Callers are often older than normal and need patience, and your very best customer service
skills They may be questioning their decision They want to know that their donation will help a child
23. 23. Servicing Operation Smile Donors Be patient and kind Acknowledge emotion and show empathy
Show gratitude Answer questions correctly using FAQs Listen carefully and check your work by
reviewing name, address, email, phone and amount of donation
24. 24. Donor Support Provides • Medical supplies and equipment • Transportation for volunteers and
supplies • Housing and food for patients and families during missions • Training for local doctors and
nurses for future missions and follow-up care • Building and staffing care centers so help can be provided
by medical volunteers year round • Programs to find children in far corners who have been living with
cleft conditions and don’t know we can help
25. 25. Commitment to Donors Our Donor First Commitment The immediate, life-changing surgeries we
provide for children from remote locations around the world could not happen without our donors, who
generously contribute their hard-earned resources and time to our cause We are committed to serving our
donors, volunteers and advocates with the same exceptional care that Operation Smile provides to children
and their families around the world.
26. 26. Your Role When you engage potential donors on an inbound call, you are the face of a global charity
that cares deeply for our donors, as we do the children we serve . Having solid knowledge of our
organization and passion for what we do will provide the ‘Donor First’ experience that they deserve!

The Facts It is estimated that two billion people, or 1/4 of the world’s population, lack access to basic surgical
care. B...
27. 27. Questions? More resources available on: • www.operationsmile.org • Operation Smile You Tube
Channel
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Understanding Clefts

The Numbers Cleft lip and cleft palate are the 4th most common birth defect in the world. 1 in 750 children
globally is bo...

Fixing Cleft Lip and Cleft Palate Cleft Lip & Cleft Palate can only be corrected through reconstructive
surgery. This surg...

Barriers to Care Even though we provide free surgery for children with cleft conditions, there are still barriers
to some ...

Reaching Donors Television Infomercial Direct Mail Internet Outbound Telemarketing Radio
Why Donors Call

Moved to Donate

Offers OFFER A Call now with a gift of $240 Or give $20 a month OFFER B Call right now $20 a month
provides surgeries OFFE...

T-Shirt offer

Why Do They Give? Moved by the stories…”I first saw the ad on TV about the children in need of operation
smile. It touched...

The Operation Smile Call What’s different about an Operation Smile call? Decision is personal and
emotional Callers are ...

Servicing Operation Smile Donors Be patient and kind Acknowledge emotion and show empathy Show
gratitude Answer questi...

Donor Support Provides • Medical supplies and equipment • Transportation for volunteers and supplies •
Housing and food fo...

Commitment to Donors Our Donor First Commitment The immediate, life-changing surgeries we provide for
children from remote...

Your Role When you engage potential donors on an inbound call, you are the face of a global charity that
cares deeply for ...

Questions? More resources available on: • www.operationsmile.org • Operation Smile You Tube Channel
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