The VEO Staff Referral Process

The Virtual Engagement Officer (VEO) is designed to manage donor relationships autonomously, while knowing when to involve a human colleague. The Staff Referral Process ensures donors are seamlessly connected to the right person on your team whenever a human touch is needed.

This article explains how staff referrals work, when they occur, and how your team should respond.

What Is a Staff Referral?

A staff referral happens when the VEO identifies that a donor interaction should be handled by a human fundraiser or staff member.

This may occur when:

• A donor asks a question the VEO cannot answer
• A donor requests to work with a human fundraiser
• The VEO identifies a potential issue or sensitive situation
• A personal introduction or follow-up would strengthen the relationship

In these cases, the VEO initiates a handoff to an internal contact identified during onboarding.

Identifying Referral Contacts During Onboarding

As part of onboarding, your organization is asked to identify the internal contacts the VEO can refer donors to.

You may:

• Designate a single person to receive all referrals, or

  Provide multiple contacts based on request type, such as:

  • Donor relations
  • Fundraisers or gift officers
  • Volunteer or engagement managers

These contacts are added to the Staff Referral table and become the VEO’s approved human handoff options.

How the VEO Initiates a Staff Referral

When a referral is needed, the VEO sends an email directly from its own email address to the appropriate internal contact.

These referral emails:

• Describe the donor’s request or context
• Explain why a human connection is recommended
• Indicate the suggested next action
• Provide some identifying donor information (such as CRM ID) but no PII so that donor privacy can be maintained

You should respond directly to the VEO’s email to acknowledge and complete the referral as soon as possible.

Communicating with Your VEO Colleague

Responding to Referral Emails

When the VEO emails you requesting a referral:

• Reply directly to the VEO’s email address
• Confirm whether you will connect with the donor
• Ask any clarifying questions if needed

This helps the VEO track the status of the interaction.

Completing the Handoff

If your next step is to connect directly with the donor:

• Include the VEO on your first reply to the donor
• This signals to the VEO that the conversation is now closed on its side

Once included, the VEO will step back and allow the human-led relationship to proceed.

Why This Process Matters

The Staff Referral Process ensures:

• Donors receive timely, appropriate human engagement
• Sensitive or complex situations are handled thoughtfully
• The VEO remains aligned with your team’s workflows
• No donor interactions fall through the cracks

By clearly defining referral contacts and responding to VEO handoff emails, your team helps the VEO operate as a true fundraising colleague—not just an automated system.