Mobilizing Volunteers and Streamlining Exit Coordination with Salesforce
Rescue America - Houston is dedicated to helping individuals transition out of trafficking and dangerous situations through carefully coordinated “Exits.” Each Exit requires real-time collaboration between Hotline Advocates, Exit Strategists, Volunteers, and community partners. As the Houston location expanded its operations, it needed a structured, scalable system inside Salesforce to standardize intake, mobilize volunteers quickly, and manage the complex logistics of each Exit from start to finish.
The Challenge
Before partnering with Prolocity, Rescue America – Houston relied on partially manual processes and limited automation within Salesforce to coordinate its Exit operations. As the volume and complexity of Exits increased, the team faced key operational challenges:
- Inconsistent intake processes for capturing hotline call information
- Manual notifications when callers requested an Exit, creating risk of delayed response
- Limited ability to quickly identify and communicate with qualified Volunteers
- No structured framework for tracking individual Exit Legs, assignments, and status updates
- Lack of integrated SMS functionality to support mass volunteer outreach and response tracking
- User permissions and security settings not fully aligned with evolving operational needs
Rescue America – Houston needed a centralized, Salesforce-based solution that could standardize workflows, automate notifications, streamline volunteer coordination, and provide a scalable operational foundation to support its mission.
The Solution
Nonprofit Success Pack
Salesforce Flow & Automation
FormAssembly
Twilio Messaging
Prolocity implemented a customized Salesforce solution tailored specifically to the operational needs of the Houston location, focusing on process clarity, automation, and real-time communication to support Exit coordination.
Key components of the solution included:
- Discovery & Requirements Definition: Conducted project kickoff sessions, stakeholder discovery meetings, requirements review, user story documentation, ERD validation, and field configuration planning with the Houston team to create a detailed blueprint for the build.
- Salesforce Configuration: Configured Salesforce Lightning Experience with updated page layouts, console layouts, custom fields, custom notifications, permission sets, and sharing settings to support Houston’s Exit functionality.
- Hotline Call Management: Implemented and validated a FormAssembly form to capture structured hotline call data. Built automation to notify Houston-based Exit Strategists when a caller requested an Exit, ensuring timely follow-up.
- Exit Management Using Campaigns: Configured the standard Campaign object to manage and track Exits. Added custom fields, related record automation, and page layout enhancements to streamline coordination and visibility for the Houston team.
- Volunteer Identification & SMS Outreach (Twilio Integration): Installed and configured the Twilio connector for Salesforce to enable mass SMS messaging to potential Volunteers. Built custom automation and conducted detailed troubleshooting and validation to ensure accurate SMS delivery and response tracking. Enabled Houston Exit Strategists to manage Volunteer engagement directly within Salesforce.
- Exit Leg Management: Created a custom object to track Exit Legs, including Volunteer assignments and status updates. Configured custom fields, validation rules, and quick actions to standardize and simplify the process for the Houston location.
- User Acceptance Testing & Deployment: Built and tested all configuration in Sandbox, facilitated sprint demos and build reviews, supported User Acceptance Testing with Houston stakeholders, incorporated feedback, and deployed to Production. Completed deployment validation, issue resolution, and formal project closeout.
- Training & Ongoing Support: Delivered administrator training sessions for the Houston team and provided post-go-live support to ensure long-term sustainability and adoption.
The Impact
Managed Exit Lifecycle
Automatic Communications
Structured Tracking
Visibility & Accountability
With Salesforce fully aligned to its operational model, Rescue America – Houston now benefits from a centralized and structured system for managing the entire Exit lifecycle. Hotline Advocates capture consistent intake information that automatically alerts Exit Strategists when immediate action is required. Strategists can quickly identify potential Volunteers and send mass SMS communications directly from Salesforce, with responses tracked in real time to support faster assignment decisions. The introduction of structured Exit and Exit Leg tracking provides greater visibility and accountability across each step of the process, while updated permissions and training ensure the Houston team can confidently manage and maintain the system.
Since the initial Houston implementation, Prolocity has continued to serve as a trusted Salesforce partner, providing ongoing Salesforce support to optimize and enhance the platform as the organization’s needs evolve. The teams are currently collaborating on an integration project to further strengthen system connectivity and expand operational efficiency. Through strategic guidance, technical expertise, and long-term partnership, Prolocity has helped Rescue America – Houston build a scalable foundation that empowers their team to respond more quickly and effectively to individuals seeking safety and freedom.
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