Telephone Outreach Program breaks records making money for University
By Ona Golonka
Calling anyone to ask for donations can be nerve-wracking and intimidating. Imagine, then, having to call a special agent.
"Last night I called a FBI agent," senior Michael Scheepers said. "That was kinda scary. He just said 'Put me down for 100 bucks.'"
That describes just another day on the job at the Telephone Outreach Program, otherwise known as TOP.
T.O.P. callers regularly telephone alumni, parents of students and friends or other individuals who are somehow affiliated with UP, asking for financial donations for UP.
During a call, the caller establishes a conversation with the individual, updates contact information and asks three times for a financial contribution.
"One time I asked someone for $100 and they gave $100 per month for a year," said sophomore Halina Lukoskie. "Sometimes people surprise you."
T.O.P. has been making and breaking records year after year.
"Last year we made $225,000 with over 2,000 pledges and gifts," said Associate Director of Annual Giving and Coordinator of T.O.P, Adrienne Darrah. "The year before, we made $193,000 with 1,600 pledges and gift."
Darrah is certain that T.O.P. will topple last year's amount raised. This year's goal is $250,000.
Even though the economy is in a recession, the T.O.P.. program has still been bringing in record donations.
"Studies show that in times of recession, more individuals give," Darrah said. "It's a weird phenomenon."
Though the larger gifts have taken a hit, the smaller gifts, such as the $100 gifts, are still pouring in.
These contributions primarily go into a general fund, whose money goes toward the University's greatest needs. Among other things, these funds help enhance and sustain academic programs, enhance student activities and help provide financial aid.
"The funds support all activities," said Sarah Cota, a senior TOP student supervisor. "Tuition doesn't cover everything."
The number of donors who donate is equally important to the amount of funds that flow in.
"We get money from companies who give us grants when they look at the amount of donors we have," Cota said.
One of the hardest elements of the job is to familiarize the younger alumni with the program and convert them from non-donors to donors, Darrah said. Many young alumni are not in the mindset of giving back yet.
"You have to establish them at some point," Darrah said. "If you don't you won't have a donor base."
T.O.P. regularly calls younger alumni and updates their contact information by asking for their cell phone numbers before graduation or using internet sources to obtain phone numbers.
In addition to increasing the amount of donations year after year, the number of callers increases every year as well. Last year, there were 23 callers and currently there are 37. Out of the 37 callers, 16 are "returners."
One of them, sophomore Lizzy Carroll, has been working at T.O.P. since fall 2008. Throughout the semesters, she has learned how to handle rejection. Occasionally people will rant or will be negative toward a caller.
"Keep being nice to them," Carroll said. "Always gracefully complete your asks and say 'Have a good day.'"
One of Carroll's most memorable conversations was with a father of a UP student who was just plain fun to speak with.
"He ended up not giving any money, but it still was the best conversation I ever had," Carroll said.
Conversations with older alum are also highlights for the callers.
"When calling old alums, they love talking about how UP used to be, and how they fell in love at UP," Lukoskie said.
Callers are chosen to work at T.O.P. for their commitment to UP.
"They don't need to be in a ton of clubs or be the most popular person on campus, but they have to have strong, positive feelings for UP," Darrah said. "We also look for someone who is dependable and who understands the difficulties of the job."
Callers are given a script when calling UP alumni, parents of students or friends of the university, but are encouraged to not use the script word-for-word.
Calling hours are Sunday through Thursday from 5:30 p.m. until 8:30 p.m. Callers are paid by the hour.
Each session, a daily goal is announced and once that goal is reached, callers can go home early.
According to Darrah, the program uses students as callers because they stand for UP and benefit from the fundraising.
"As a staff member I can call people and say how wonderful the University is, but since I'm not immersed in it my opinion really doesn't matter," Darrah said. "Student callers can attest to life on campus and why funds are needed."
Another T.O.P. returnee, sophomore Alicia Howard, agrees.
"It makes parents feel more comfortable if they are talking to a student," Howard said.
Sometimes making the calls is hard, according to Howard, but the job teaches how to communicate with people, how to articulate yourself and how to talk about difficult subjects.
"I feel more comfortable now in difficult situations," Howard said. "It's taught me the confidence to go up to someone and have a professional conversation. Honestly, once you can ask people for money, you can talk to them about anything."
