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Home > Client Information > Lupus Foundation Call Center Training Manual
Lupus Foundation Call Center Training Manual
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Table of Contents

 

LFA   

     Overview    

     About LFA   

Client Procedures  

     Customer/Affiliate Information   

     Key Contacts at Client Location   

Product Lines  

     Item numbers  

     Website   

Pricing & Discounts  

     Overview    

     Chapter Discounts  

     Non-Affiliate Pricing   

     Special Discounts  

     Ordering Minimums  

     Sales Tax  

Policies & Procedures  

     Returns & Refunds  

     Complimentary Copies  

     Payment Types  

     Shipping & Handling Fees  

     Shipping Options  

Frequently Asked Questions  

     Frequently Asked Questions  

Chapter Listings  

 

 

Lupus Foundation of America

LFA

Overview

 

About LFA

The Lupus Foundation of America is the nation’s leading nonprofit voluntary health organization dedicated to finding the causes of and cure for lupus and to providing support and services to all people with lupus.  Research, education and support services are at the heart of the LFA’s programs.

 

The LFA is the only lupus organization that has a nationwide network of nearly 300 chapters, branches and support groups in 32 states.  The LFA also leads an international coalition of nearly 100 lupus organizations, large and small, around the globe. A directory of local chapters and international groups is available through www.lupus.org.

 

The LFA also works in partnership with other national organizations, and federal, state and local government agencies that share LFA’s commitment to people affected by lupus. Our most important partners, however, are thousands of caring individuals who volunteer their time, donate funds, and get involved in this most urgent cause.  The Lupus Foundation of America is a tax-exempt charitable organization eligible to receive tax-deductible contributions under IRS Code Section 501 (c) (3). The LFA federal tax identification number is 43-1131436.

 

 

Client Procedures

 

Customer/Affiliate Information

 

 

Customer Types

 

 

 

 

Affiliated Chapter

 

 

 

International Affiliate

 

 

 

Other Lupus Group

 

 

 

General Public or Individual Chapter Member

 

 

 

Other Nonprofit Organization

 

 

 

Hospital or Medical Center

 

 

 

Physician or Group Practice

 

         

 

If you are a USA Chapter Member……..

Then…….

 

you will receive:

  • A subscription to the publication “Lupus Now”
  • Invitations to attend chapter sponsored activities
  • Product discounts

 

Key Contacts at Client Location

 

 

Name

Responsibility

Tel. Number

E-Mail Address

 

 

Tina Carter

(Main Contact)

Associate Director for Admin & HR

202/349-1177

carter@lupus.org

 

 

 

Seung-Ae Chung (For Accounting & Reporting)

Director of Finance, CFO

202/ 349-1141

chung@lupus.org

 

 

Jenny Allan

(For Publications & Merchandise)

Director of Publications

202/349-1147

allan@lupus.org

 

 

Sara Struwe

(For Chapter Related Issues)

Director, Chapter Development and Training

202-349-1146

struwe@lupus.org

 

 

Wick Davis

(For eStore Issues)

Director, Online Content

202-349-1178

davis@lupus.org

 

             

 

Product Lines

 

Books Brochures, and other printed materials

Available products are listed on the Website.  They include Books, brochures, videos, fact sheets, and merchandise. 

 

Item numbers

Established by NBS

 

Website

Lupus Foundation of America website: www.lupus.org.  Customers may also order with an order form.  A catalog is not available. 

 

 

Pricing & Discounts

 

Overview

Chapter discount rates vary depending on product category as follows:

  • 25% - Quick guides, fact sheets and brochures
  • 20% - Books
  • 40% - All other merchandise
  • No discounts on LFA logo apparel.

 

 

Chapter

Discounts

Only chapters in good standing are eligible to receive discounts.

 

Non-Affiliate Pricing

Most individuals will pay the public price.

 

Special Discounts

From time to time, the LFA may offer special promotional discounts to specific organizational partners, to move excessive inventory, or promote new or specialized merchandise. NBS will be notified of the discounted items.

 

Ordering Minimums

There is a $10.00 minimum for orders placed via credit card.

 

Sales Tax

LFA Chapters are sales tax exempt.  Other nonprofit may also be exempt from state sales taxes.

 

 

Policies & Procedures

 

Returns & Refunds

No returns are permitted except damaged and incorrect orders. Returns must be received within 30 days of purchase and the original order number must be included for processing purposes. NBS return procedures will be followed.

 

Complimentary Copies

This is no longer available.

 

Payment Types

Credit Cards (Visa and MasterCard only), Check, Money Order

 

Shipping & Handling Fees

Shipping and handling fees are based on invoiced amount of the order per the NBS S&H Table.

 

 

Shipping Options

Rush and international shipments are available at additional cost.  Customers should contact NBS prior to ordering to determine pricing.

 

 

 

 Frequently Asked Questions

 

Frequently Asked Questions

Q: Can anyone order?

A: Yes, anyone can order either online, by telephone, fax, oir mail using the order form.

Q: Can non-members order from their local chapter?

A: Yes, we will give them the name and location of their local chapters if needed.

 

Q.        Is there a catalog?  If no, when will we get one?

A.        No.  The product listing is on the eStore website. To get a complete list of items, visit the store online at http://shop.lupus.org.

 

Q.        Will Chapters continue to be able to order items at a discount?

A.        Yes, Chapters will continue to order items at a discounted price. The following discounts will be provided:

Quick guides, fact sheets and brochures will be discounted at 25%

Books will be discounted at 20%

All other merchandise will be discounted at 40%

Chapter discounts will not apply to LFA logo apparel because it is handled by an outside vendor.

 

Q.        How will the chapter discount work?

A.        The chapter will be notified of the chapter’s discount code prior to October 1, 2007. These codes are confidential and proprietary. Chapter discounts apply only to items ordered for chapter use. Misuse of the discount codes will result in the loss of discount privileges.

 

Q.        Will the chapter discount apply to shipping charges?

A.        No, the chapter discount only applies to eligible eStore merchandise.  The discount does not apply to shipping charges.

 

Q.        Can I place a rush order? 

A.        Yes. Please call the toll free number to request for an alternative shipping method.  Note that there will be an extra S&H charges.

 

Q.        Can our chapters continue to be billed for orders?

A.        Unfortunately, no.  In order to be able to offer the largest possible discount to chapters, and reduce the cost of operating the eStore, all orders must prepaid using a credit card (Visa or Mastercard). 

 

Q.        Is the process for placing orders changing?

A.        Yes. With the new fulfillment house, we have added the ability to place an order online and the convenience of placing orders 24 hours a day, seven days a week. The easiest way to place an order is order through the eStore; however, you can still place an order by telephone, fax or mail.

 

 

Orders Through the eStore

  • Go online to http://shop.lupus.org.
  • Enter your chapter’s promotional code to receive your chapter discount. 

 

Orders Via Telephone

  • Go online to http://shop.lupus.org  and download the order form.
  • Call 877-4-THE-LFA (877-484-3532)
  • Be sure to have your chapter’s promotional code to receive your chapter discount.

 

Orders Via Fax

  • Go online to http://shop.lupus.org  and download the order form.
  • Fax the order form to 877-687-4878.  
  • Be sure to have your chapter’s promotional code to receive your chapter discount.

 

Orders Via Mail

Lupus Foundation of America

C/O Nonprofit Business Solutions

2701 Centerville Rd

Wilmington, DE19808

  • Be sure to have your chapter’s promotional code to receive your chapter discount.

 

 

Q.        When are the new educational materials available?

A.        The new educational materials will be available in early October.

 

Q.        How will the new materials be packaged?

A.        The new educational materials will be packaged in packs of 100.

 

Q.        What will be the costs for new brochures and new fact sheets?

A.        The new brochures combine up to five of the previous brochures each and are 6.5” wide x 9” tall booklets. The new Quick Guides/Fact Sheets contain four pages of information and are more in depth than the previous fact sheets. They are 11” x 17” sheets, folded to be 8.5” wide x 11” tall.

 

We are testing pricing during the first six months of the LFA eStore operations. We have made every attempt to keep the pricing as reasonable as possible. The cost for 100 of the new Quick Guide/Fact Sheets will be $40.00 to the general public. With the chapter’s 25% discount, the price will be $30.00. The cost for the new brochures will be $94 per 100 for the public. The cost for the chapters will be $70.50.

 

Q         Which of the old materials are being replaced by new brochures and new Quick Guides/Fact Sheets?

A.        The LFA recommends utilizing the new Quick Guides/Fact Sheets as you would have used the old brochures, while the new brochures should be utilized when more in depth information is needed on a topic.

 

Old LFA Materials

(brochures and fact sheets)

New LFA Brochure/Booklet

New Quick Guide/LFA Fact Sheet

  1. What is Lupus? (longer brochure)
  2. Introduction to Lupus
  3. Drug-Induced Lupus

Understanding Lupus

Understanding Lupus

  1. Laboratory Tests
  2. Antiphospholipid Antibodies

Diagnosing Lupus

Diagnosing Lupus

  1. Antimalarials
  2. Immune Suppressants & Related Drugs
  3. Medications
  4. NSAIDs
  5. Steroids

Treating Lupus

Treating Lupus

Basics for Better Living

Coping with Lupus

Coping with Lupus

  1. Depression
  2. Infections and Immunizations
  3. Joint & Muscle Pain
  4. Photosensitivity

Living with Lupus

Living with Lupus

  1. Blood Disorders
  2. Vasculitis
  3. Kidney Disease
  4. Nervous System
  5. Skin Disease

 

  1. Lupus and the Cardiovascular System
  2. Lupus and the Renal System
  3. Lupus and the Nervous System
  4. Lupus and the Skin
  5. Lupus and the Musculoskeletal System
  6. Lupus and the Gastrointestinal System
    1. Blood Disorders
    2. Vasculitis
    3. Kidney Disease
    4. Nervous System
    5. Skin Disease
 

Lupus and The Body

 

(compiled from fact sheets released during Phase I)

Fact Sheets Previously Produced

  1. Overlap With Other Diseases
  2. Sjögren’s Syndrome

Lupus in Overlap With Other Diseases

Specific topics to be determined

  1. Pregnancy
  2. Childhood lupus
  3. Men

 

 

  1. Special Considerations for Teens
  2. Special Considerations for Children
  3. Special Considerations for Men
  4. Special Considerations for Women
  5. Lupus and Depression
  6. Lupus and Pain
  7. Complementary/

Alternative Medicines

 

Q.        Will the old materials still be available?

A.        No. The old material will no longer be available.

 

Q.        Will the call center take calls in Spanish?

A.        Yes. Call 1-800-558-0231.

 

Q.        Who should I contact at the National Office if I run into a problem with the eStore?

A.        If you have problems, please contact Tina Carter at (202) 349-1177 or carter@lupus.org.

 

 

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