Operation Smile Product Training

August 2017

Our Work

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

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 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

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

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