Social Media – Policies and Procedures

Social Media Responses

Not every social media comment warrants a response, but here are a few recurring ones that can be cut/pasted and easily modified to save time. Always try to give a bit more information than necessary, in anticipation of follow-up comments. It’s another time saver and way to educate the public.

When possible, here is a suggested format to follow when formulating responses. Remember, a lengthier response will often eliminate the need to answer follow-up questions that others may have.

1) Summarize the complaint

2) Show empathy

3) Give potential solutions or facts

4) Positive closing

_____________________________________________________

General Comments and Response Suggestions

Assistance or location inquiries:

Example - I need help/Do you provide…/Are you located in…

Thank you for contacting us. The fastest way to reach your local Salvation Army is through our website. Enter your zip code here to find the location nearest you. https://centralusa.salvationarmy.org/usc/location-search/

Not getting a response from local corps:

Example - Nobody calls me back.

I understand you’re having trouble reaching someone at the Salvation Army location nearest you. Did you try going to the office in person or sending an email? These are some additional ways you can reach out for assistance. Thank you for your patience and understanding.

Didn’t receive services:

Example - They won’t help me/Told me to call someone else.

Every Salvation Army location offers different services and programs. What’s available in one community may not be available in another. However, we often work with area partners and refer clients to one another when we can’t be of assistance. Sometimes other places are better equipped to help you, so please don’t be discouraged and reach out to them. God bless!

Complaints about officers/staff/location:

Example – The officers at my Corps…./I heard that…/When I visited…

Thank you for bringing this to our attention. The actions you described are not representative of The Salvation Army. To help us address this issue, please send the details of your complaint and full contact information to (insert an email address). Once we receive it, we will be able to move forward towards rectifying the complaint. We appreciate your feedback.

Salvation Army salaries:

Example - Their CEO gets paid millions

The Salvation Army is a 501(c)(3). As a religious, charitable organization, we are dedicated to raising money and helping people in need. Our officers receive a small salary that allows them to support their families during their years of service—nobody is being paid millions of dollars or receives a bonus.

Learn more about The Salvation Army at https://www.salvationarmyusa.org/usa-central-territory/

Don’t donate to The Salvation Army:

Example –They don’t help anyone/They don’t care about…/I give to the Red Cross...

There are a lot of wonderful organizations that are in need of donations. We aren’t the only ones acting as the hands and feet of Jesus. We often partner with different groups and combine resources/volunteers to benefit individuals, families, and entire communities.

Even if you don’t give to us, please give to someone who can magnify your gift for the greater good. Here is a list of America’s Top 100 Charities that appeared in Forbes magazine. The Salvation Army is ranked #6. https://www.forbes.com/lists/top-charities/?sh=117eb3b65f50

Planned Parenthood funding:

Example: Do you donate to Planned Parenthood?

We appreciate the opportunity to clear up any misconceptions about The Salvation Army. In recent years, inaccurate information has been circulated about us on this topic. Let me assure you, without reservation, that we are a Christian movement and we do not fund Planned Parenthood. Thank you for allowing us to clarify our position on this topic. God bless you!

Immigrant support:

Example - Why are you helping illegals when American citizens are in need?

The Salvation Army exists to meet human need in Jesus’ name wherever, whenever, and however we can. Our hearts, services, and facilities are open to all. Learn more at https://www.salvationarmyusa.org/usa-central-territory/

LGBTQ+:

Example - They only help people who are straight.

The Salvation Army has a clear and firm commitment to non-discrimination. We serve the most vulnerable regardless of age, race, religion, sexual orientation, gender identity or gender expression. Any person who comes through our doors will receive assistance based on their need and our ability to help. For more information about our position on this matter, and to see our work with the LGBTQ community, visit The LGBTQ Community and The Salvation Army

LTAR:

Example – Gone woke, go broke.

In the past, a series of sensationalist claims about The Salvation Army have been propagated by political groups and the media. They targeted supporters like you to harm our holiday campaign and mission. You might have seen numerous false claims, like “The Salvation Army has gone ‘woke,’” or “The Salvation Army has issued a letter asking donors to apologize for being white.” The truth is that The Salvation Army’s beliefs are and have always been rooted in the Bible. We do not think anyone should apologize for the color of their skin. And we do not believe that Christianity—or any human being—is inherently racist.

Please read our full response here: https://www.salvationarmyusa.org/about-us/service-to-all/

Religion:

Example - This is a cult.

The Salvation Army is an evangelical part of the universal Christian Church and has existed since 1865. Our doctrine follows the mainstream of Christian belief, and its articles of faith emphasize God’s saving purpose. Learn more at https://www.salvationarmy.org/what-we-believe

Thrift Store Comments

Prices are too high:

Example - Your items are donated, and then you charge too much for them.

Thank you for visiting our stores. We appreciate all the donations we receive and do our best to keep our prices low. Pricing can vary and is determined by each store at the local level. And did you know we run sales during the year? Please check with your local store to see when those are scheduled…and then come back in for some bargains!

All sales from our Family Stores fund our Adult Rehabilitation Centers, which offer free programs to help people recover from addiction. That means your donations and purchases are #doingthemostgood in your community.

No pick-up services available:

Example - I want to give you some items, but you won’t pick them up.

Thank you for thinking of us. Unfortunately, not every store has a truck or the manpower to pick up items from a donor. Sometimes, a thrift store will only travel a certain distance due to rising gas prices. Other stores might have a minimum number of items they will retrieve, or only use their trucks when furniture is donated. Maybe another social service agency in your area can assist you.

Donated items are thrown away:

Example - Their dumpsters are filled with things. They should just give them away instead of throwing them out.

We strive to be good stewards of our resources and appreciate all of the donations we receive. Each item is carefully screened before it goes to the sales floor. Sometimes we have to throw away donated items that are dirty, broken, or recalled by the manufacturer because safety is always our concern.

Won’t take the items we wanted to donate:

Example - We drove over with stuff to give them, and they said they didn’t want it. Go to Goodwill or Savers instead.

There are a lot of places that accept donated items, but The Salvation Army Thrift Stores are unique because they support Adult Rehabilitation Centers—where people get a second chance at living a better, healthier lifestyle. We accept many items, but we have to follow local and state regulations. And sometimes we can’t take items due to a lack of space (like furniture) or seasonal items because we have nowhere to store them. Each location is different, so it’s best to call ahead with any questions. Thank you for keeping us in mind.

Schedule a pickup:

Example – Will you come and get my donations?

You can schedule a donation pickup online by going to www.satruck.org. You will be asked to make a list of items you would like to donate, pick a day, and then you’ll receive a confirmation email with the contact information of your local Salvation Army Thrift Store in case you need to call to change the pickup date/cancel. Your donations support adult rehabilitation programs in your area. Thank you for #doingthemostgood.

Keep the best things for themselves:

Example - I went to the store looking for winter coats. I know they got some new ones because they did a coat drive, but all they had were old ones. They kept the good ones for themselves. What a scam!

All the items we receive during a coat drive are typically distributed at a Salvation Army Corps location during a specific event. They are not given to the thrift stores. That’s why you didn’t see any. The thrift stores are stocked with items that people and businesses in the community donate, knowing the proceeds will benefit our Adult Rehabilitation Centers. I hope that information is helpful.

Christmas Comments

Didn’t receive anything from Angel Tree:

Example - You wouldn’t give my kids anything for Christmas.

I’m sorry we couldn’t help you with Christmas gifts this year. The Angel Tree program requires advance registration in September and closes in early November, so we have enough time to shop, organize, and be ready for distribution. It took a lot of staff members and volunteers working behind the scenes for several months to make this event happen. That’s why we have application cutoff dates. Also, families must complete all the required paperwork and show the necessary identification to participate. In some areas, the program is open to only those who are age 12 and under. Hopefully, we can assist you next year.

Didn’t have children but wanted presents:

Example – I don’t have any kids, but I would like some presents at Christmas. Why do you only give to the kids and leave the rest of us out? I need some things, too.

While we would love to purchase gifts for everyone, we do not have an unlimited budget. Typically, our Angel Tree recipients are either children under the age of 12 or senior citizens. If you’re struggling financially and need assistance, reach out to your local Salvation Army to see what services and programs you might qualify for. We help people all year round, not just during the holidays. Enter your zip code here to find the location nearest you. https://centralusa.salvationarmy.org/usc/location-search/

Didn’t get as many toys from Angel Tree as someone else:

Example – My kids only got one toy from The Salvation Army at Christmas, and my cousin’s kids got a whole lot more. What kind of help was that?

The Angel Tree program was created so children would not go without a toy on Christmas morning. We want them to experience the hope and joy of the season, despite the financial challenges in their home. Every Salvation Army location operates differently based on the resources available to it. Maybe there were more children in need at your location this year. Or donations were down. Some years are harder than others for everyone—including us. Wishing you and your family a Happy New Year!

Bell ringing:

Example - I want to help/used to ring/need more information.

Bell ringing is one of the most important volunteer opportunities we have at The Salvation Army. It helps us raise much-needed funds for people and families in need. For more information or to sign up for a shift, go to www.registertoring.com. A huge thank you to every past, present, and future person, bell ringer!

Bell ringer issue:

Example - The person ringing the bell today… (Did or said something they didn’t like)

Thank you for letting us know. That action is not representative of the tens of thousands of volunteer bell ringers across the country who are helping us raise money for families in need. Please send me a private message with your contact information so we can learn more. Wishing you and your family a blessed Christmas.

International Positional Statements

The following links can be used to share The Salvation Army’s position on specific topics:

Abortion - https://s3.amazonaws.com/cache.salvationarmy.org/ae01d6b4-9a44-4fe8-9d25-b10154f136ec_English+Abortion+IPS.pdf

Alcohol - https://s3.amazonaws.com/cache.salvationarmy.org/e9f7edd2-5a79-47da-bd36-e99de08f1ae9_English+Alcohol+in+Society+IPS.pdf

Ancestral Worship - https://s3.amazonaws.com/cache.salvationarmy.org/9c488be5-2068-4284-a958-1026ba23ead1_English+Ancestral+Worship+IPS.pdf

Caring for the Environment - https://s3.amazonaws.com/cache.salvationarmy.org/61b9802b-e89d-4607-a3c6-f4d88d2cf23c_Caring+for+the+Environment+-+July+2021.pdf

Corruption - https://s3.amazonaws.com/cache.salvationarmy.org/8ebaafdb-9b62-4b0b-a199-8c6d51fb1f85_English+Corruption+IPS.pdf

Death Penalty - https://s3.amazonaws.com/cache.salvationarmy.org/61ea59fe-86a0-4320-9d71-57e619b7f3c9_IPS-Death+Penalty7.20.pdf

Euthanasia and Assisted Suicide - https://s3.amazonaws.com/cache.salvationarmy.org/41dc0810-5725-47a0-bdb6-6b466dc7066f_English+Euthanasia+and+assisted+suicide+IPS.pdf

Gambling - https://s3.amazonaws.com/cache.salvationarmy.org/2ac8970c-a412-466d-94b7-412bd42c0388_English+Gambling+IPS.pdf

Modern Slavery and Human Trafficking - https://s3.amazonaws.com/cache.salvationarmy.org/ae2261b4-a199-4f60-8289-7310dfeadc57_Modern+Slavery+Human+Trafficking+-+May+2020.pdf

Peacemaking - https://s3.amazonaws.com/cache.salvationarmy.org/f9008382-b8c3-4b2c-b90d-43f6fbcc3db4_English+Peacemaking+IPS.pdf