Chapter Leadership and Case Team Training Materials

Inspire Executive Committee

2025

Inspire, Inc. | Atlanta | Boston | Chicago | Dallas | DC | Houston | Los Angeles | McLean | New York | San Francisco | Seattle | www.inspire-inc.org

This deck contains the three sets of trainings for you to leverage

An example deck for Office Heads to leverage as they transition new Office Heads into their roles or need to get up to speed on all things Inspire chapter management.

An example deck for Office Heads to leverage for information sessions and to increase knowledge on Inspire operations and background (meant for Inspire volunteers, not clients).

An example deck for Office Heads to leverage as they train new Case Team Leads at the start of each case.

Case Team Lead Training

Chapter Leadership Training

Inspire Background

This information is confidential and was prepared by Inspire solely for the use of our client.

Overview of these materials

• A consolidated set of best practices developed over the years

• A one-size-fits-all overview
• Each Inspire chapter is unique and should use the most applicable pieces of information

What this document is not

What this document is

• Applicable to Office Leadership and Case Team Leadership

• Applicable to every Office Head (OHs) and/or every single team member

• Guidelines and practice scenarios that have arisen commonly

• An exhaustive list of every scenario you will face

This information is confidential and was prepared by Inspire solely for the use of our client.

Inspire Background

Inspire Executive Committee

2025

Note: These materials are meant for volunteers, not Inspire clients

Inspire, Inc. | Atlanta | Boston | Chicago | Dallas | DC | Houston | Los Angeles | McLean | New York | San Francisco | Seattle | www.inspire-inc.org

Introductions

5

Name

Name

Name

Name

Photo

Photo

Photo

Photo

This information is confidential and was prepared by Inspire solely for the use of our client.

Overview of our Mission and People

6

Our people and reach

• Consultants from four leading strategy consulting firms
• Note: Inspire is a completely independent organization
• 500+ volunteers
• 25 offices in 11 cities nationwide

EY-Parthenon

L.E.K.

Deloitte

Bain & Company

Mission

Our mission is to build a better world by helping nonprofit organizations achieve breakthrough results

This information is confidential and was prepared by Inspire solely for the use of our client.

Overview of Inspire history

7

Inspire has over 20 years of experience. Since 1999, Inspire has offered strategy and management consulting services to nonprofit organizations.

This information is confidential and was prepared by Inspire solely for the use of our client.

Inspire engages in a number of different cases and research activities to execute on our projects

8

Case Mix (non-exhaustive)

Growth & Expansion Strategy

Organizational Effectiveness

Marketing & Publicity

New Program Development

Economic Modeling

Fundraising Strategy

Research Activities (non-exhaustive)

• Expert network calls (AlphaSights partnerships)
• Surveys (IncQuery partnership)
• Secondary benchmarking
• Internal data analysis

This information is confidential and was prepared by Inspire solely for the use of our client.

We work with a large number of non-profit clients each year and have received great feedback on our work

9

Sample clients

Our clients

​

Inspire works with 50+ non-profits per year, across a range of focus areas including education, sustainability, racial justice, and more

This information is confidential and was prepared by Inspire solely for the use of our client.

Since its inception Inspire has provided volunteers a unique combination of PD, service and social opportunities

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Fun

Service

Professional

Development

Inspire

• Opportunity for significant community service that fits into a busy consulting schedule
• Impactful projects that help shape the future for our clients
• Opportunity to interact with leading social entrepreneurs and gain exposure to cutting edge social enterprise work

• Greater responsibilities than typically offered on-the-job, increasing skill development
• Opportunity to take on leadership & managerial roles early in career
• Client interaction

• Build relationships with other pre-MBA consultants
• Participate in team-building events
• Enjoy low-risk, non-evaluative environment

This information is confidential and was prepared by Inspire solely for the use of our client.

Inspire provides an especially strong professional development value proposition for volunteers

Traditional Associate Role

Associate’s Role in an Inspire Project

Primary �research

Secondary research

Analysis / modeling

Manage team / Workstreams

Present work �to client

Manage client relationship at high level

Sell work / �Pitch projects

Primary �research

Secondary research

Analysis / modeling

Manage team / Workstreams

Present work �to client

Manage client relationship at high level

Sell work / �Pitch projects

Pre-MBA Associate

Case Team Volunteers

Case Team / Workstream Leads

OH / Client Development

This information is confidential and was prepared by Inspire solely for the use of our client.

What is a nonprofit?

Nonprofits are tax-exempt organizations whose mission focuses on furthering a social cause and providing a public benefit and serve a variety of different causes and sectors.

​

In order to qualify as a tax-exempt, 501(c)(3) organization, a nonprofit must exist for one or more exclusively charitable purposes (Religious, Educational, Charitable, Scientific, Literary, Testing for Public Safety, Amateur Sports, or Prevention of Cruelty to Children or Animals Organizations)

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This information is confidential and was prepared by Inspire solely for the use of our client.

Comparison: Working with corporate and nonprofit clients

Note: These are common differences and do not apply to all organizations

This information is confidential and was prepared by Inspire solely for the use of our client.

Key concerns impacting nonprofits today

Entering 2025, nonprofit leaders were most concerned about the intersecting

challenges of financial instability owing to uncertain revenues and rising expenses,

increasing program demand, and supporting their workforces amid these changes. Link to report here.

This information is confidential and was prepared by Inspire solely for the use of our client.

What work has been done in our office?

• [Insert case from your office to highlight work that has been done or is in-progress

15

Directions: Insert case example

This information is confidential and was prepared by Inspire solely for the use of our client.

How do I get involved?

16

Join case team

1

Join Inspire events

2

Contribute to CD

3

• Apply to be a case team leader! This position is open to pre-MBA practitioners
• Become a case team member! Work collaboratively with fellow associates to drive an entire project independent of senior members of the firm

• Inspire regularly holds events and fundraisers, so propose any event ideas that you may have!
• Past events within Inspire have included sport competitions, holiday raffles, dinners, auctions, etc.

• If you are passionate about non-profits or have any promising leads / relationships, you can help our Inspire chapter find our next client and contribute to scoping the project

If you have questions or suggestions, please reach out to us!

This information is confidential and was prepared by Inspire solely for the use of our client.

Chapter Leadership Training Materials

Inspire Executive Committee

2025

Inspire, Inc. | Atlanta | Boston | Chicago | Dallas | DC | Houston | Los Angeles | McLean | New York | San Francisco | Seattle | www.inspire-inc.org

Overview of Materials

• Overview of Inspire Operations (Nationally)
• Overview of Inspire Operations (Locally)
• Overview of Executive Board Positions
• Overview of Case Team and Sponsor Positions
• Mandatory ExComm Processes
• Inspire Independence
• Email Management
• Inspire Volunteer Portal
• Case Opening & Closure Process
• Budget Process
• Fundraising Process
• Submitting Expenses
• Common Challenges

18

Overview of Inspire Operations (Nationally)

19

What is Inspire?

• Inspire is a tax-exempt, national nonprofit volunteer organization
• Inspire leadership and volunteers are all pre-MBA analysts and consultants from leading management consulting firms (Bain, L.E.K., Parthenon-EY, Deloitte)

Who we are

• Inspire volunteers form case teams within their firms to provide pro bono consulting services to local nonprofits
• Inspire started primarily focusing on education and youth development nonprofits, but has since expanded to serve additional types of organizations

What we do

• Inspire volunteers want to build a better world by helping nonprofit organizations achieve breakthrough results
• Inspire provides volunteers with meaningful professional development opportunities
• Inspire provides partner firms a vehicle for community engagement

Why we do it

20

National Executive Committee (ExComm) Structure

Regional Director, Northeast

Regional Director, Mid-Atlantic

Regional Director, Midwest

Regional Director, West

Executive Director

Finance & Growth Director

Technology & Innovation Director

Marketing Director

Cross-functional skillset (Ops, PR, etc.)

25 Inspire offices (As of 2025)

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National Volunteer Locations

Inspire has over 500 volunteers and hundreds more alumni, spreading across 20+ offices in 10+ cities nationwide

Boston

(Bain, Deloitte, E.Y. Parthenon, L.E.K.)

New York

(Bain, Deloitte, E.Y. Parthenon, L.E.K.)

Washington D.C. / McLean

(Bain, Deloitte)

Dallas

(Bain)

Houston

(Bain, Deloitte, L.E.K.)

Chicago

(Bain, Deloitte, E.Y. Parthenon, L.E.K.)

Atlanta

(Bain)

Los Angeles

(Bain, E.Y. Parthenon, L.E.K.)

San Francisco

(Bain, E.Y. Parthenon, L.E.K.)

Seattle

(Bain)

*As of 2025. LEK Los Angeles and San Francisco are clustered together

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Inspire has partnerships with leading research firms for primary research support

About

• AlphaSights is an expert network providers that connect firms to industry experts to conduct expert interviews

Case support

• AlphaSights will support Inspire projects by offering to source expert interviews annually

How to access

• Reach out to your Regional Director for more information!
• 2 free expert interviews per chapter, $100 per interview following free interviews
• If you are planning on including expert interviews in a case, please make sure to align with the client before usage and include this in the SOW

About

• IncQuery is a digital survey company that provides writing tools, custom coding solutions, and due diligence for quick market surveys

Case support

• IncQuery offers pro-bono survey research, execution, and fielding services

How to access

• Reach out to your Regional Director to ensure we have not met our survey quota for the year
• Make sure to align with your client before usage and include this in the SOW

This information is confidential and was prepared by Inspire solely for the use of our client.

Overview of Inspire Operations (Locally)

24

Overview of Executive Board Positions

25

Example Office Executive Board Structure

Client Development (CD)*

Finance

Public Relations (PR)*

Learning & Development (L&D)

Office Head (OH)

Office Head (OH)

Our suggested chapter leadership staffing model

• Appointing two office heads helps ensure balanced workload distribution and continuity in leadership, enhancing resilience and adaptability.
• This structure can be adapted to suit the unique needs and goals of each chapter, allowing for growth and evolution as circumstances change. We recognize this is not a “one-size-fits-all” structure. These titles may also vary by chapter (e.g., “Public Relations” could be called “Community Engagement,” etc.)

*If low on volunteers, we suggest staffing the Client Development / Public Relations role and having Office Heads absorb other responsibilities.

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Office Heads

Manage a range of responsibilities within the chapter while shaping the overall strategy or each year’s Inspire program

​

The Office Head role is very flexible and has the potential to drive innovation and growth within each chapter

Client Development

Focus on sourcing and selling cases while striving to cultivate long term client relationships

The CD Head leads the sourcing and sales process, ultimately ensuring Inspire chapters have casework and client relationships

Public Relations

Build and sustain a strong community of local office volunteers, fostering engagement and connection to the Inspire brand

As a volunteer-based organization with high turnover, PR plays a critical role in sustaining current community and ensuring long-term success

Finance

Ensure that Inspire chapters are utilizing their budgets to maximize chapter impact and volunteer experience

The Finance Head will support chapter activities and strategic execution by managing and maximizing available budget

Learning & Development

Tasked with preparing case teams for success through training and maintaining essential resources to enhance efficiency and quality

As a volunteer-based organization with high turnover, L&D plays a critical role in sustaining knowledge transfer and preventing knowledge loss

Overview of Case Team and Sponsor Positions

(May also be referred to as Manager Mentors)

32

Example Case Team Lead and Case Team Member Structure

Potential Workstream 1

Potential Workstream 2

Case Team Lead (CTL)

Case Team Lead (CTL)

Our suggested case team staffing model

• Staff two Case Team Leads (CTL) to lead the case
• Assign Case Team Members (CTM) based on project needs and personal interests, contributing to specific workstreams and deliverables based on strength and case length
• Pair CTLs with CTMs into workstreams aligned with their interests

Case Team Member (CTM)

Case Team Member (CTM)

Case Team Member (CTM)

Case Team Member (CTM)

33

Example Local Office Sponsor Structure

Our suggested sponsorship staffing model

While Inspire maintains national sponsorship, we suggest soliciting local sponsorship to create buy-in from leadership at your local level. Please note: Not all chapters may require this amount of local sponsorship.

• Involve a Partner for senior-level support and advocacy, and Managers for mid-level management engagement and guidance
• These sponsors are not here to oversee your work or direct you, but to champion your efforts, help secure local buy-in across all levels, and facilitate connections to local nonprofits

Partner

Manager

Executive Board

Case Teams

Case Teams

34

Who Are Sponsors?

Sponsors are post-MBA advisors who provide guidance and support to Inspire project teams.

Relevant nonprofit or social enterprise experience is nice to have, but not required, for Manager Mentors

35

Example Local Office Sponsor Structure 1

Manager

Partner

• Represent the chapter to local office leadership
• Facilitate connections between local non-profits and the Executive Board
• Participate in special events such as lunches, networking events, and information sessions

Executive Board

Case Teams

Case Teams

• Provide strategic guidance and mentorship to the executive board, helping navigate challenges
• Conduct monthly check-ins with the Executive Board to ensure progress and alignment with goals
• Share best practices and lessons learned from prior experiences to enhance overall chapter performance

36

Example Local Office Sponsor Structure 2

Executive Board

Case Teams

Case Teams

Manager 2

Partner

Manager 1

• Participate in special events such as Case Team celebrations and networking events

• Provide strategic guidance and mentorship to the Case Teams, reviewing deliverables and helping navigate challenges
• Participate in special events such as Case Team celebrations and networking events

• Facilitate connections and provide feedback on communications between our Client Development Leads and non-profits
• Conduct monthly check-ins with the Executive Board to ensure progress

Case Team Interactions

Executive Board Interactions

• Represent the chapter to local office leadership
• Facilitate connections between local non-profits and Executive Board
• Participate in special events such as information sessions

37

Best Practices to Engage Sponsors Effectively

• If subject matter/industry/capability is outside the sponsor’s expertise, provide necessary context and background to enable valuable support
• Drive the work and come to sponsors with clear questions and a plan to best use their time
• Leverage sponsors primarily for project hypotheses and high level storylining
• Connect early to review emerging hypotheses and story outlines for client updates
• Email/walk through the final version of the deck with enough advance time to make changes before sending it to the client
• If helpful, review client feedback from a major update with the sponsor and discuss best path forward (especially if the update resulted in scope change or disagreement)
• Reach out if you need support with team or client challenges

• Be clear about availability and the best way for team to communicate with you
• Plan to meet with team at least monthly, with more frequent email communication
• Assist team in identifying and navigating tools to crack cases
• Suggest useful resources or frameworks
• Help team connect with outside experts if appropriate
• Provide support, while allowing team to lead
• Allow chapter leadership and case teams to drive meetings with team and clients, providing support as necessary
• Allow chapter leadership and case teams to own the client relationship
• Recognize the team and help them think about how to showcase their work (office meetings or brownbags, office emails, etc.)

38

Mandatory �ExComm Processes

39

Overview of Mandatory ExComm Process Materials

• Inspire Independence
• Email Management
• Inspire Volunteer Portal
• Case Opening & Closure Process
• Budget Process
• Fundraising Process
• Submitting Expenses

40

Inspire Independence

41

Independence Matters

Clients need to understand that our work is conducted by Inspire, not by Bain, Deloitte, L.E.K. or EY-Parthenon

Host firms are particularly sensitive to Inspire volunteers accidentally sharing valuable IP belonging to individual host firms

Avoid mis-representing ourselves to our clients

Avoid illegally sharing proprietary host firm IP

Ensure Inspire, Inc. can continue to do great work

Make use of the excellent Inspire IP instead!

42

Independence Matters

Avoid mis-representing ourselves to our clients

Avoid illegally sharing proprietary host firm IP

• Don’t send client emails from your host firm email account
• Don’t use host firm templates for Inspire cases

​

​

• Don’t email other Inspire volunteers training materials from your host firm
• Don’t email other Inspire volunteers’ proprietary analytical tools

43

Email Management

44

Inspire Emails

• All Office Leadership and Case Team Members must have Inspire emails and use them while conducting work for Inspire
• Please let our Technology Director or your Regional Director know if you do not have an email, or have challenges setting up or accessing emails
• If you don’t currently have an email, get in touch with our Technology Director (ki_director@inspire-inc.org)
• Highly recommended: Set up mail forwarding to your company email so you don’t miss any Inspire emails

45

Set Up Email Forwarding (1/2)

• Log into Inspire Gmail account

​

• Click on settings button in top right hand corner

​

• Click on settings option in drop down menu

1

2

3

1

2

3

46

Set Up Email Forwarding (2/2)

2

• Click on Forwarding and POP/IMAP tab at top of screen

​

• Select “Forward” option and add forward email

1

2

1

2

47

Create emails for new Inspire volunteers and reset passwords

Office Head submits Case Notification Form (CNF)

Office Head creates email address for volunteers that do not have Inspire emails (see following instructions)

Inspire volunteer informs their Office Head that they forgot their password

Office Head uses their Inspire Admin account to reset password / email for volunteer

Note: Once an email is created, volunteer has 24hrs to activate or Office Head will need to delete and recreate user

48

Creating an Email

1. Go to admin.google.org
2. Login with the office account that you have been provided
3. Click on Users
4. Click “Add new users”
5. Enter the associated information for the individual with a new email

First Name

Last Name

Email: firstname.lastname

Secondary email: put the individuals work email here

6. Under “Organizational Unit”, click into your office account (e.g., inspire-inc.org > West > EY-Parthenon SF)
7. Uncheck “Automatically generate a password” and enter in a dummy password for the person
8. Check “Ask for a password change at the next sign-in”
9. Email the dummy password to your volunteers, and they should be good to go!

49

Resetting Passwords

1. Go to admin.google.org
2. Login with the office account that you have been provided
3. Click on Users
4. Select the user for whom you want to reset the password
5. Select Reset Password on the dashboard on the left side
6. Uncheck “Automatically generate a password” and enter in a dummy password for the person
7. Check “Ask for a password change at the next sign-in”
8. Email the dummy password to your volunteer, and they should be good to go!

50

Inspire Volunteer Portal

51

Inspire Volunteer Portal (1/2)

https://www.inspire-inc.org/volunteer-log-in

Bookmark this page!

Information on the portal:

• Blanks for presentations
• Key forms (reimbursements, invoices)
• Tip and tricks for Chapter Leadership and Case Teams
• Contact info across Inspire network
• Knowledge management

Password: Inspirevolunteers!

…you can also access from main Inspire page

Portal landing page has key resources linked…

52

Inspire Volunteer Portal (2/2)

What is the Inspire Volunteer Portal?

Your one-stop-shop for all Inspire-related materials and questions!

53

Knowledge management is a database of IP resources to help case teams

Knowledge management houses past example output for your teams to leverage when working with clients

• Inspire IP redaction guidelines: Instructions on what information should be removed before sending to RDs
• Inspire IP search tool: Google sheet to be used to locate relevant decks
• Inspire IP database: Searchable google drive with all past redacted IP
• Inspire inspiration pack: Slide warehouse with templates spanning different case functions and analyses

…Also includes instructions for creating new email for volunteers, resetting passwords, mail forwarding, & setting up listservs

At the end of your cases, we ask that you send a redacted version of your teams’ decks to your RDs

54

Case Opening & Closure Process

55

Case Opening & Closure Process

CASE OPENING

CASE CLOSING

56

Budget Process

57

Budget Process

Key things to know about your budget:

• Your fundraising and your case fees go directly into your chapter budget
• Your budget is leveraged to support your cases, grow your office presence, and travel to summit

Annual budget process:

• The Finance Director will email out budget templates and beginning balances
• Chapter leadership sends back high-level budget projections (i.e., revenue projections, expense projections, and fundraising plan for the year)
• Our Finance Director and your Regional Director are always available to discuss chapter financial goals or answer any questions

Dummy chapter budget

58

Fundraising Process

59

We ask chapters to fundraise to maintain our status as a public non-profit organization

Offices seems to have had the most fundraising success “piggy-backing” off existing firm events – It may be worth asking how Inspire can join established activities

Each year, our Finance Director will set a fundraising target for your chapter. See some below examples of fundraiser activities.

60

Submitting Expenses

61

How to submit and expense and how to receive fundraising

How to submit an expense

How to receive fundraising

• PayPal the donation to accounting@inspire-inc.org
• Please label it as “Fundraising revenue” and include the chapter name

• Submit the expense reimbursement form (linked here)
• We send reimbursements by PayPal

62

Common Challenges

63

Common Challenge: Volunteer Onboarding

Struggling to recruit enough volunteers

• Aim to begin cases strategically a few weeks / months after new classes are onboarded
• Send ‘Intro to Inspire’ materials out once new classes join
• Set-up introduction to Inspire events, including provision of snacks (depending on your chapter budget)
• Personally reach out to folks - mass communications can sometimes feel cookie-cutter

​

Team is inexperienced within Inspire (e.g., first case for all volunteers)

• Schedule introductory training calls with the Case Team Leads and members
• Send link to Inspire Volunteer Portal — Secure (squarespace.com) so volunteers are aware of all materials
• Include scrubbed templates from previous cases to view structure and desired output
• Time permitting, set-up recurring check-ins to talk through progress, workplanning, and answer questions

64

Common Challenge: Volunteer Experience

Team bandwidth becomes an issue (e.g., host firm work increases)

• Ensure ongoing team conversations around bandwidth and set a culture of supporting others during less busy weeks
• Consider extending deliverable timelines if necessary to ensure a positive team experience - though be careful not to overextend
• Consider redistributing work amongst the team and lean in as needed
• Bring another volunteer onto the team

65

Common Challenge: Client Engagement

Long response times from client

• Set clear cadence expectations with the lead client(s) at the outset of the case
• Send gentle reminders as needed to ensure the team can continue to execute
• Engage Inspire leadership, if needed, for additional leverage

​

Missing and/or delayed internal data / documents from the client

• Set clear expectations at very beginning of the project of what internal data may be “mission-critical” vs. “nice-to-have”
• Make data / document requests as specific / easy to respond to as possible
• Be wary of creating drama / burdens around data requests; do your best to accomplish what you can with the information you have

66

Thank You!

67

Case Team Lead Training Materials

Inspire Executive Committee

2025

Inspire, Inc. | Atlanta | Boston | Chicago | Dallas | DC | Houston | Los Angeles | McLean | New York | San Francisco | Seattle | www.inspire-inc.org

Overview of Materials

• Overview of Inspire
• Your Role as a Case Team Lead
• Inspire Independence and Resources
• Launching Your Case
• Case Scope
• Case Scenarios
• Case Close
• Additional Resources

69

This information is confidential and was prepared by Inspire solely for the use of our client.

Overview of Inspire

70

What is Inspire?

• Inspire is a tax-exempt, 501(c)(3) volunteer organization that provides consulting services to non-profits. Our mission is to build a better world by helping nonprofit organizations achieve breakthrough results. We bring strategic thinking and results-oriented analysis to the leaders of organizations dedicated to making the world a better place. In serving our clients, we create meaningful professional development opportunities for our volunteers, and provide our partner firms with a vehicle for positive community engagement.
• Inspire members are volunteers from industry leading management consulting organizations: Bain & Company, EY-Parthenon (Ernst & Young LLP), L.E.K., and Deloitte. While Inspire volunteers utilize the skills developed at their host organizations, Inspire is a completely independent organization. A case with Inspire is not a case with any of the Inspire host organizations.

​

71

This information is confidential and was prepared by Inspire solely for the use of our client.

Nationally, Inspire is run by an Executive Committee

72

Regional Director, Northeast

Regional Director, Mid-Atlantic

Regional Director, Midwest

Regional Director, West

Executive Director

Finance & Growth Director

Technology & Innovation Director

Marketing Director

Cross-functional skillset (Ops, PR, etc.)

25 Inspire chapters (As of 2025)

This information is confidential and was prepared by Inspire solely for the use of our client.

Inspire has partnerships with leading research firms for primary research support

About

• AlphaSights is an expert network providers that connect firms to industry experts to conduct expert interviews

Case support

• AlphaSights will support Inspire projects by offering to source expert interviews annually

How to access

• Reach out to your Regional Director for more information!
• If you are planning on including expert interviews in a case, please make sure to align with the client before usage and include this in the SOW

About

• IncQuery is a digital survey company that provides writing tools, custom coding solutions, and due diligence for quick market surveys

Case support

• IncQuery offers pro-bono survey research, execution, and fielding services

How to access

• Reach out to your Regional Director to ensure we have not met our survey quota for the year
• Make sure to align with your client before usage and include this in the SOW

This information is confidential and was prepared by Inspire solely for the use of our client.

Locally, Inspire’s [Insert Chapter] is run by an Executive Board

Client Development (CD)

Finance

Public Relations (PR)

Learning & Development (L&D)

Office Head (OH)

Office Head (OH)

Directions: Insert your chapter structure and add pictures of your board!

This information is confidential and was prepared by Inspire solely for the use of our client.

Welcome to the [insert case name] team!

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Directions: Insert the structure of the case team you are onboarding. Add names and pictures!

Case Team Member (CTM)

Case Team Member (CTM)

Case Team Member (CTM)

Case Team Member (CTM)

Case Team Lead (CTL)

Case Team Lead (CTL)

Potential Workstream 1

Potential Workstream 2

This information is confidential and was prepared by Inspire solely for the use of our client.

Your Role as a Case Team Lead

76

What are the responsibilities of a Case Team Lead (CTL)?

The role offers many benefits, including:

• Personal development (e.g., workplanning, managing workstreams, leading client meetings)
• Team engagement (e.g., creating a positive atmosphere)
• Client engagement (e.g., leading client meetings)

The role does not require a significant incremental time effort relative to case team volunteers, but does require some commitment towards developing a great outcome!

�A CTL typically functions as the manager of the Inspire project, overseeing the delivery, managing the client and team relationships, and ensuring the work products align to the SOW

�

This information is confidential and was prepared by Inspire solely for the use of our client.

Case Team Lead responsibilities across the project timeline

1

Pre-Project Prep & Kick-off

• Case scoping (as necessary)
• Internal kick-off
• Work-planning
• Kick-off deck
• Client kick-off
• Logistics planning

Project Close-Out

• Submit final deliverables & Inspire case closure
• Collect feedback

Project Management

• Manager-mentor cadence & feedback style
• Team management
• Client management
• Mentoring & feedback with case team and from office leadership team

2

3

Timeline View 1

Timeline View 2

This information is confidential and was prepared by Inspire solely for the use of our client.

Inspire Independence and Resources

79

Inspire Volunteers must use their Inspire emails

• All communication (emailing, video calling, and or pinging) with clients should be performed on the Inspire Google Accounts.
• Communication between team members can be on firm communication tools or Inspire Google Accounts.
• Office Heads will set up emails for case members and provide access information.
• All Case Team Leads and Case Team Members should have Inspire emails and utilize them while conducting all work for Inspire.
• Set up mail forwarding to your company email so you don’t miss any Inspire emails.

80

This information is confidential and was prepared by Inspire solely for the use of our client.

CTLs and Workstream Leads are responsible for ensuring team adherence to key Inspire protocols

Avoid misrepresenting ourselves to clients

Avoid illegally sharing proprietary host firm IP

• Do not send client emails from your host firm email account
• Do not use host firm templates for Inspire cases

​

​

• Do not email other Inspire volunteers training materials from your host firm
• Do not email proprietary analytical tools to other Inspire volunteers

​

​

Allow Inspire Inc. to keep doing great work

This information is confidential and was prepared by Inspire solely for the use of our client.

Setting up mail forwarding

1

• Log into Inspire Gmail account

​

• Click on settings button in top right hand corner

​

• Click on settings option in drop down menu

1

2

2

3

3

This information is confidential and was prepared by Inspire solely for the use of our client.

Setting up mail forwarding

1

• Click on Forwarding and POP/IMAP tab at top of screen

​

• Select “Forward” option and add forward email, then press save changes

1

2

2

This information is confidential and was prepared by Inspire solely for the use of our client.

Inspire Materials & Vendors

• Inspire Volunteer Website with resources - Inspire (inspire-inc.org)
• Browse the volunteer portal on Inspire’s website (password: Inspirevolunteers!)
• Check the “Knowledge Management” section for past case examples for your team to leverage!
• For additional non-profit courses, please access https://www.nonprofit.courses/inspire-inc/
• Nonprofit.Courses gathered an elite group of more than 200 top nonprofit experts with educational videos, podcasts and documents on nearly every subject on running a successful nonprofit
• [Insert any additional materials local to your chapter]

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Directions: Insert any chapter materials you want to call out (e.g., Teams channels, etc.)

This information is confidential and was prepared by Inspire solely for the use of our client.

Inspire Template and Logo Resources

• [Insert any template materials stored locally or link to template from website]

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Directions: Insert your locally saved Inspire template or link to website

This information is confidential and was prepared by Inspire solely for the use of our client.

Launching Your Case

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Getting Ready for Kick-Off with Your Client

Understand Client

Create a Workplan

Align on Project Scope

Inspire Contract

Client Background Information

Workplan / Timeline

Client Development (CD) head to align with CTL on project scope

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• Narrow scope where possible
• Avoid definitive language
• Build flexibility

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CD/OH fills other case team roles

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• CTL is consulted about selections if possible
• CD / OH make final decision

CD to involve CTLs early

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• CTL should soon become POC

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CD & CTL to build basic knowledge of client

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• Do research
• Ask for upfront information
• Leverage others around office who may be familiar with client

CTL to create tentative workplan/timeline

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• If need help estimating timeline, reach out to CD/OH
• Balance upfront workplanning with aligning performance development opportunities during kick-off

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CTL to clearly define roles and responsibilities

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• Allow room for shift based on project / personal needs
• CTL should not be assigned to workstream

CTL may begin involvement, but largely driven by CD head

This information is confidential and was prepared by Inspire solely for the use of our client.

Ways to kick off the case effectively

This information is confidential and was prepared by Inspire solely for the use of our client.

Case Scope

Directions: This section is primarily for Office Heads to fill out to inform their Case Team Leads on the case background (Note: This assumes that the Office Heads and Client Development sold the project. If the CTL was involved in scoping, you can disregard this section).

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The Client

• [Insert background on client and link to their website or social platforms]

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Directions: Insert background on the client

This information is confidential and was prepared by Inspire solely for the use of our client.

Case Scope - Current Situation & Complication

• [Insert case scope]

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Directions: Insert background on the case

This information is confidential and was prepared by Inspire solely for the use of our client.

Case Scope - Deliverables

• [Insert list of planned case deliverables]

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Directions: Insert background on the case

This information is confidential and was prepared by Inspire solely for the use of our client.

Case Close

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How to close out your project

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This information is confidential and was prepared by Inspire solely for the use of our client.

Case Scenarios

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Scenario 1: Scope Creep

Setting the Stage

• You are a few weeks into the project and the client has been very engaged and aligned to the team’s activities.
• In the signed contract, the client specifically asked you to research additional funding sources.
• In your next touch-point, the client mentions that along with this information, it would be extremely helpful to get some additional data points around their top competitors.

You acknowledge that this information would potentially be more valuable to the organization than researching the original ask – funding sources – so decide to have Renee do some digging.

When presenting the preliminary findings to the client, she is extremely happy and pushes you do to some additional analysis. You realize that you don’t have the time or the resources to address both research topics along with the other agreed upon deliverables.

Scenario 1

How do you frame your conversation with the client to ensure you are providing valuable outputs without straying from the contract?

This information is confidential and was prepared by Inspire solely for the use of our client.

Scenario 1: Scope Creep Solutions

• Ensure there is a common understanding around the asks in the contract to avoid any misinterpretation of the contract. Review the original scope during the first meeting and fine-tune as necessary to gain alignment with the client. Include that same slide at the beginning of every deliverable so that you can re-orient them to the scope every time.

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• Develop your power to say "no" to client requests that are out of scope as you build rapport and show the client that you are adhering to the identified needs.

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• Keep a running list of different requests they’re making, and work with the CD Head to see if there’s an opportunity to shape another project around those requests

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• Share your knowledge about contract agreement tactfully, but be open to the client’s needs. Approach the conversation by framing the conversation around how the team wants to be successful, and in order to do so, will need to follow the agreement.

This information is confidential and was prepared by Inspire solely for the use of our client.

Scenario 2a: Resource Bandwidth

Setting the Stage

• Things are going relatively smoothly for the first 6 weeks, and your team has been meeting the outlined deadlines.
• You decide to move the weekly check-ins to bi-weekly.

The Module Lead for one of the workstreams informs you of a last-minute personal commitment, so she’s going to miss the team meeting where you’re finalizing the plan for the client deliverable.

This has happened multiple times already. She promises you she’ll still help to build some of slides, but she can’t do anything that evening, and the final client deliverable is in 2 days.

Scenario 2

How do you address the client deliverable, react to your teammates, and consider re-allocating the workload?

This information is confidential and was prepared by Inspire solely for the use of our client.

Scenario 2b: Resource Bandwidth

Setting the Stage

• You are managing a four-person team supporting the project, 2 Module Leads and 2 Team Members
• Things are going relatively smoothly, and your team has been meeting the outlined deadlines.

The Module Lead on one of the workstreams made PTO plans and informed you of the plans when the projects started. The Team Member on the same workstream recently confirmed PTO plans to overlap with the Module Lead’s PTO for one week. The Module Lead and Team Member on the other workstream are at capacity working on a client deliverable that is due at the end of the project.

Your own project work has become increasingly busy, and the client deliverable that the Module Lead and Team Member are working on is due while they are on PTO.

Scenario 2

How do you address the team’s overlapping PTO, ensure the client deliverable is completed, and consider re-allocating the workload?

This information is confidential and was prepared by Inspire solely for the use of our client.

Scenario 2a and 2b: Resource Bandwidth Solution

• As a CTL staffing a project, try to make sure the team members you staff are not already burnt out on their client projects. Be transparent about the time they will need to commit to being on an Inspire project and make sure to check-in on your team’s well-being and client workload.
• As CTL, it’s helpful to keep a pulse on the progress of various workstreams and deliverables and be able to adjust the team’s focus as needed. Instilling an atmosphere of flexibility and adaptability within the team can help make adjusting responsibilities easier, if needed.
• Sometimes we realize we can’t make a deadline. As a CTL, it is your responsibility to decide whether you can take on the deliverables and drive it forward, or if you need to ask the client for additional time.
• Front-load work whenever possible, because it is likely at some point during the project you will run into bandwidth issues.
• Reach out to the Inspire leadership team as we may be able to help staff a temporary member to lighten the workload

This information is confidential and was prepared by Inspire solely for the use of our client.

Scenario 3: Lacking Expertise

Setting the Stage

• You are a first time CTL for a new client working on developing a fundraising strategy
• Your prior Inspire experience was a site expansion project, and you have limited strategy experience but are looking forward to the challenge!

Prior to your first check in with the client, you have drafted up the project timeline and expected deliverables to present out to the client during the kickoff.

Phase II of the project includes conducting a Fundraising Peer Benchmarking assessment which you have never done before. You feel less comfortable with this part of the project given this and you want to make sure you are prepared for any questions that they may ask you about this phase and the approach.

Scenario 3

How do you prepare yourself for questions on a topic you are less familiar with? How do you leverage your resources to ensure you are confident in the content you are presenting when you kick off the project with your team and client?

This information is confidential and was prepared by Inspire solely for the use of our client.

Scenario 3: Lacking Expertise Solution

• Ensure you have a transfer of knowledge call with the Client Development Leads on the Inspire Leadership Board prior to the project kick off and come prepared with questions and having reviewed the proposal in detail
• Use the Inspire Leadership Team as a resource to bounce ideas off of, review cycles, and provide additional context you feel you are missing – we are here to help as resources ourselves or to get you the resources you need!
• Ask your host firm network – most Managers and Senior Consultants have experience with the challenges presented to CTL’s and are the best resources to provide guidance regardless of their involvement in Inspire
• Use office resources! Most have a repository of all prior teams’ Inspire deliverables, Inspire Intranet, and ability to escalate issues to National ExComm (when needed)

This information is confidential and was prepared by Inspire solely for the use of our client.

Additional Resources

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Helpful Management Tips

Ask for feedback from team members

Facilitate feedback sessions with team at the start and end of the case. Solicit upward feedback and address any issues as they come up

Utilize your sponsor/mentor as a source of knowledge & guidance

Don’t be afraid to reach out to your mentor for advice. They are there to work with you and guide you throughout the case. Build review cycles and formal check-ins with sponsors into project plan. Ensure case team members can interact with MM so that they can speak to their contributions and experiences at YE

Define team structure & responsibilities at the start of the case

Divide the workload equally among workstreams and pay attention to workstream sequencing. As the CTL, be sure reporting lines are clear to avoid missing deadlines and establish relationships. Scope case so all team members can experience client interaction.

Determine case team meeting cadence to re-align and discuss deliverable progress

Avoid cancelling touchpoints—make time to connect with team to ensure deadlines are always met. Set formal timelines and give others opportunities to facilitate.

Organize Client Kickoff Meeting with entire team at client site, if possible

Align on case team goals prior to meeting. Communicate clearly what deliverables the client can expect and what the case timeline will be. Set accurate expectations to avoid miscommunication—be prepared to push back

Inspire is a meaningful commitment that comes second to host firm client work

Encourage team members to be transparent with their project teams about their commitment to Inspire. Inform project managers of the expectations of the Inspire commitment

Communicate frequently with Client

Have main client contact inform other client contacts about Inspire to avoid confusion. Touch base with main client contact weekly to provide updates and build relationship. Schedule major updates well in advance to establish deadlines

This information is confidential and was prepared by Inspire solely for the use of our client.

CTLs can use a number of methods during the project to maximize impact and team engagement

Develop communication cadence

• Check in with the entire team regularly
• Have one-on-one check-ins, as needed

Respect team preferences

• Keep your team motivated
• Provide proactive coaching
• Balance prioritizing team preferences with client needs and timeline

Communicate well

• Gather data and information early on
• Schedule check-ins in advance and follow up with client action items
• Be responsive (within 24 hrs) to email
• Send deliverables in advance, if necessary, and factor into timeline

Align on priorities

• Ensure that all the issues in proposal are being addressed
• Align on key questions and outputs

Track to deadlines

• Build in lead time to account for multiple iterations & client work
• Ensure team is taking ownership of their work, with you driving overall story

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Build in extra time

• Clients will likely be indifferent to timeline, so build in cushions

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Maximize transparency

• Loop team in or forward client communications
• Involve team in decisions with client, where possible

Celebrate your team

• Communicate frequently the large impact your project will have on both the overall organization & end-user, and call-out specific instances where team members have personally provided value

Represent Inspire Confidently

• When on an Inspire case, you are not representing your host firm, therefore, all work should be presented as Inspire work
• Anything sent to the client should be of good quality—no incomplete slides or ad-hoc emails

This information is confidential and was prepared by Inspire solely for the use of our client.

SAMPLE template for CTLs to use for workplanning

Template does not include specific ‘Interim’ and ‘Final’ readout deliverables for ease of viewing

This information is confidential and was prepared by Inspire solely for the use of our client.

Reflection activity: CTLs should engage in reflection activities, and some encourage peer volunteers to do the same

This information is confidential and was prepared by Inspire solely for the use of our client.