Streamline Program Work with PMM

Learning Objectives

After completing this unit, you’ll be able to:

  • Manage your day-to-day work through the Program Management Home Page.
  • Create and manage program engagements.
  • Explain how program cohorts track groups of program engagements.

A Single Hub for Program Management

Our fictional nonprofit, No More Homelessness (NMH), has trained its staff on Program Management Module (PMM) and is using it for all of its programs. The staff is happy with how it keeps track of client services—and leadership is happy to see a high-level view of the organization’s work.

Now that the program team members are experienced PMM users, let’s follow NMH Program Manager Gia Mason as she uses PMM in her everyday work.

Gia—who oversees the food pantry, career counseling, and the women’s program—sits down at her desk each morning, logs in to Salesforce, and starts on the Program Management Home Page. The dashboard, which comes packaged with PMM, gives her a high-level summary of program activities, her to-do list, and more.

The homepage can be configured and fully customized, but Gia is using it mostly out-of-the-box. Dynamic dashboards ensure it includes only data from the program she manages, though.

Let’s look at the elements of the page. (Note: If your admin already customized the homepage for your org, this may look a little different for you.)

The Program Management Home Page

  • The App Launcher (1), if you’re new to Salesforce, is how you navigate between apps and find the Program Management app when you need it.
  • The navigation bar (2) lists all of the objects and tools in PMM. This is one way to add new program engagements and service deliveries, but the forms are longer and less streamlined than if you added these from other records.
  • The All Active Program Engagements chart (3) shows how many engagements are ongoing in each program.
  • The Client Records with Missing Phone Number count (4) helps you and your team maintain the quality of your data. The lower this number is, the better.
  • Today’s Tasks (5) shows what’s on the agenda for today.
  • The Services Delivered (Year to Date) table (6) shows how your staff has been helping clients. Gia likes the year view here, but you can work with your admin to customize this to any period of time.

This homepage is just a starting point. Working with your admin, you can modify it with custom lists, charts, and more to make it most useful for your organization. For example, maybe you care more about missing email addresses than missing phone numbers—that’s an easy adjustment to make.

Add Clients to Programs and Program Cohorts

Later in the morning, Gia stops by the food pantry and talks to NMH client Alexandra (Alex) Ventresca, who is there for the first time.

Gia waves to program participant Alex at the food pantry.

Alex is already a contact at NMH—she’s received other services—but now it’s time to add the food pantry program to her record. Let’s follow along with Gia as she adds Alex to the program by creating a program engagement and assigning that engagement to a program cohort.

  1. Click the Programs tab, then click on the appropriate program. Gia clicks the Food Pantry program.
  2. On the program record, click Add Contact to Program.

    The Add Contact to Program button on the program record

  3. Find and select the client. Gia searches for Alex in the client field, as she is already in the system. If you need to create a new client, you can do that from this menu by clicking New Contact.

    A client search for Alexandra Ventresca

  4. Select a program role. Gia selects Client. She could also add volunteers to this program, but she’ll do that for other contacts later.
  5. Select a stage. Gia selects Active. If Alex was signing up for one of NMH’s workshops, Gia may select Enrolled until the class formally starts.
  6. Relate a cohort, if necessary. Gia adds Alex to the September ﹣ 2020 ﹣ Food Pantry First-time Visitors cohort that she set up earlier.
  7. Set the start date. Gia enters today’s date (which is the default if it’s left blank).
  8. Click Save.

    The Add Contact to Program interface, with Alex’s information entered

This creates a program engagement record. It’s important to note that program engagements have a default naming convention automatically populated: Contact Name ﹣ Start Date ﹣ Program Name. Want something different? Work with your admin to change the default.

Understand Program Engagement Records

A month later, Gia is curious about how the food pantry program is working for Alex, so she searches for and selects Alex’s program engagement record from global search. Gia discovers that Alex has been back several times and received some additional information from food pantry staff.

Alex’s program engagement record for the food pantry program

The program engagement record tracks a client’s status in a program (1), which is pretty short for the food pantry program but could be longer for more-guided programs at NMH. It also shows all of the service deliveries (2) in one place, the details of the engagement and the client, and any files (3) related to that program engagement (such as a consent form, proof of income, photo of client, or initial registration form).

Because NMH uses the Nonprofit Success Pack (NPSP), too, household accounts are included in this record. If your organization uses NPSP, it’s best to add the household account to any programs that benefit not just an individual, but a whole household. You could also set the household account without designating a client, if that's more accurate. In this case, Alex is the primary client but her son also benefits from the program engagement, so the household account is included.

The Program Cohort Page

Remember that program engagements can be grouped together into program cohorts. So when Gia added Alex to the monthly food pantry cohort, it added her program engagement record to that page, as well.

Your nonprofit may use cohorts to track clients’ program engagement based on program cycle, service location, start or end date, or any other criteria that’s meaningful to your organization. NMH does a little of each.

On the program cohort record, you can easily see the status of each engagement in the cohort and any associated files, as well.

The program cohort record page

Now that we understand how Gia adds new program engagement and program cohort records, let’s turn to where the real work is done: when services are delivered. In the next unit, we’ll talk about three ways to record service deliveries.