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Operation Smile Product Training
August 2017
In a world of need…
Our Mission
Operation Smile mobilizes generous hearts to heal children’s smiles and transform lives across the globe.
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
Our Results
Performed hundreds of thousands
of free, life-changing surgeries for
children
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
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, 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.
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.
Our Footprint
Hong Kong Malawi Peru
All Volunteer Medical Professionals
Operation Smile is the largest volunteer-based
medical charity providing free cleft surgeries
to children and young adults
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.
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.
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.
Reaching Donors
Television Infomercial Direct Mail Internet
Outbound Telemarketing Radio
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
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.
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 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”
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
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
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
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.
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!
Questions?
More resources available on:
• www.operationsmile.org
• Operation Smile You Tube Channel