Frequently Asked Questions
I see that Aunt Bertha is a Certified B Corporation. What’s that?
Certified B Corporations are businesses that balance purpose and profit. We are legally required to consider the impact of our decisions on our workers, customers, suppliers, community, and the environment.
This means that everything we do is in service of our mission of connecting people and programs with dignity and ease.
What is findhelp.org?
Do I have to sign a contract to use findhelp.org and comply with specific requirements?
No. We work together with our CBO partners to explore ways to improve social care. There are no strings attached to the use of our platform.
How do you protect the personal information of users and patients?
We’re also HITRUST certified, which incorporates HIPAA and NIST 800-53 security controls, validating that we’re committed to meeting the most stringent regulations for protecting sensitive information.
What’s the difference between the free, public sites and paid versions of your software?
Our public benefit sites (auntbertha.com & findhelp.org) are for non-commercial use. Any user can search for programs or help others on our free sites.
Our paying customers need features for commercial use such as branded sites, needs assessments, reports on how they’re helping people, and workflow integration. Check out a comparison of our paid plans below.
Are social care providers listed on your platform equipped to respond quickly?
We’ve invested in a Community Engagement team to build lasting relationships with nonprofits in communities across America. Long-term investments like this increase the likelihood that they are engaged and responsive to people who reach out from our platform.
Social care providers that are not equipped to take on more clients can indicate so on their Aunt Bertha listing, or opt out when we verify their program details before they are published.
How do you guarantee that programs you list will respond to people reaching out from Aunt Bertha?
We focus on building long-term relationships between Aunt Bertha, referring organizations, and the social care providers you refer people to. We have a Community Engagement team with boots on the ground across the U.S. Using their local expertise, they build lasting relationships with nonprofits in communities across America through outreach, customer training, and education. This approach supports long-term partnerships between referrers and referees.
Some vendors may “guarantee” responses — often, this is a short-term guarantee, requires contracts, and medicalizes the referral process. Unfortunately, this creates social care networks that are very small and unsustainable, reaching fewer people. We’ve learned there are no shortcuts to building partnerships with nonprofits. They require trust, privacy, and relationships.
There are some projects that may involve social care reimbursement for services. We support these efforts — in those cases, social care providers guarantee services or responses.
Does Aunt Bertha provide a “closed loop” platform?
Yes! We define “closing the loop” as the ability to demonstrate whether someone referred on our platform got help successfully, the ability to notify the referring party that they got help, and providing metrics along the journey.
How does Aunt Bertha’s network show services that are specific to my community?
We show the most relevant programs for someone’s unique situation without excluding programs that can help. Because we know the coverage area of each program, we’re able to display only the programs that truly serve a ZIP Code.
We’ve designed our platform so that people can search from a wide base, with the ability to filter on multiple dimensions, like veteran programs — empowering users to tailor results to their liking. Instead of making assumptions about a best fit, we match people based on their unique coverage and criteria.
It’s great that you have the largest network but how is that relevant to the specific population I serve?
Our Enterprise plan allows you to focus and feature the most important listings for the specific population you serve, ranking them highest in search results.
For example, if there are 50 programs you’d like to feature, we’ll work with you to identify them and make sure that your user base sees those results first. As part of your subscription, we also provide data enhancements to add new, relevant listings for your population’s specific needs.
What’s your model for building and maintaining your network of social care providers?
We’ve spent a decade building our network of referring organizations and social care providers. By joining an installed user base that’s already sending and receiving high volumes of referrals, you can help others immediately.
You can also skip the lengthy onboarding of other “pay us and we’ll build it” network models. Check out our blog post on our approach to sourcing data, written by our founder.
How do you keep track of all the different requirements for social care providers listed on your platform?
We provide a free, customizable screener that populates in our platform at the start of the application process.
Because requirements vary from program to program, we empower social care providers to design their own eligibility screeners according to their needs.
Is it better for people in a given region to have one search & referral platform for social services, or many?
More choice puts people in need first. We believe in an open, free market — more platforms increase access to social services, improving the quality of the navigation experience for people in need.
If only one software platform is available, it limits the perceived universe of available services to just the network assembled by that vendor. Our API technology enables Care Coordinators to see referral history regardless of the originating system.
How do nonprofits use multiple search & referral platforms like yours to respond to referrals?
Intake Coordinators are able to see the referral history for a person in need, regardless of the originating system. In this model, any social care referral platform has the ability to subscribe to referrals from a third party data repository such as a state agency or Health Information Exchange (with customer permission), in order to have a complete picture of a person’s navigation and care coordination history.
We also integrate with care coordination platforms and CRMs used by nonprofits, enabling the flow of referral history and closed loops to and from their systems of record.
Do you reimburse social care providers for responses to referrals?
If referring organizations want to offer reimbursement, we can accommodate that as a pass-through process.
We recommend building long-term relationships between Aunt Bertha, referring organizations, and social care providers as well so that referrals continue beyond the payment period.
What’s the difference between 211/United Way and Aunt Bertha?
For people in an urgent situation who need to speak to someone, having an accessible option to call is critical. However, a growing number of individuals facing difficult circumstances are comfortable using a computer or mobile device to find help on their own.
What is the ROI for investing in your paid software?
We’re proud to say that our platform has provided efficiencies in referral and follow-up processes for all of our customers.
Whether you’re moving from manual, paper-based directories or directing high utilizers to preventive services, the cost and time savings are immediate and measurable. Metrics such as referral activity and outcomes tracking, easily accessible in our reporting, can also be used to measure ROI for your initiatives.
How do you ensure improved workflows, efficiencies, and outcomes?
Our definition of a successful outcome involves the number of lives we are able to touch. Our approach to helping people is to empower them to get the information they need through an intuitive search platform — first and foremost. If people can find programs themselves, we increase the probability of them getting the help they need.
Our next most important success metric is the evidence of a connection being made between someone in need and a program that can serve them. We also measure when a service supplier responds to a referral — our goal is to give individuals the dignity of a response. If we can build software that ensures that people get the dignity of a “yes” or a “no,” we are happy with our place in the ecosystem.
Are there different levels of privacy management for your users?
Yes. Our permissions-based model only allows people who are party to a referral or part of an approved organization to view information. Each and every referral requires consent, which protects the person seeking services and their information from inappropriate sharing.
As a customer, can I configure my own outcomes tracking on Aunt Bertha?
Yes! We offer the ability to track the people you are helping, to see the impact your program is having in the community, and to configure your own outcomes tracking forms right within the platform.
How do you approach interoperability?
We believe that CBOs should be able to receive and respond to referrals from within their own case management system. This is an attainable goal, and we are fully committed to it. As an organization, we’re committed to providing a first-class home for users without an existing system.
And we meet our users where they are. As standards emerge from other standards bodies, such as the Gravity Project, HIMSS, and others, we commit to active participation with these bodies.
Do you support both open and focused networks?
Yes we do! In our open program network, everyone has access to all available nonprofits — thousands of programs in a region that can help. As part of an open program network philosophy we do not hide available programs from someone in need.
In addition to our open program network, we allow customers to create their own focused network within our system. Our customers can feature, rank, and score programs (not just programs in the network, but also their own internal programs).