At Miracle Messages, we connect people with the power of the internet. And we're inviting you to join us.

The premise of our work is simple--we help people experiencing homelessness reconnect with their loved ones, using our smart devices and the resources that they allow us to access. This guide goes into the details.

First, understand our organization and its expectations.

Miracle Messages cases are assigned each week at the Case Solving Community meeting, which is held every Wednesday night at 5:30pm PST. Anyone who wants to join the committee meeting, either as a participant or as a listener, is welcome.

After the meeting, at 7pm, new volunteers are invited to attend a brief orientation. New volunteers must attend a meeting to be assigned a case, unless they are part of a specially designated project or student group. All of the resources needed to participate in a meeting, including the dial-in information for the call, are accessible via the button above.

The case cycle is five days long. You will be asked to report your progress on the night of the fifth day.

Most volunteers say actual case work doesn't take that long, but replies come more slowly. Document your work using the case update tool before the next week's meeting.

We recommend starting cases within 2 days. This isn’t a requirement, but acknowledge factors like unstable access to phones or contact persons. Waiting increases the likelihood that we can’t contact that client again, making the case unsolvable.

Some cases take longer than one week, so don't stress if you don't have anything to report at the next meeting! You'll always be asked if you'd like to keep the case open to wait for a response or try different avenues.

We know that things come up, and volunteers get busy. If you are unable to complete case work, let us know so we can account for it.

Before we start #3: understand case tracking tools

The Case Solving Community uses Trello to track cases.

Once you are assigned a case...

Step 1: Get as much context as you can.

Though not impossible, it’s much harder to successfully solve a case without some context clues. Context allows you to get to know the client, understand who they are looking for, and tailor the message to the loved one.

How to get context:

1. Video message? Watch it.
2. Phone number? Call it.*
3. Number or email address listed for the messenger who recorded the case? Contact them.
4. Case notes? Read them.

*Making a context call to a client or a fellow volunteer? Here’s what you can say:

Hi, my name is [name] and I’m the volunteer working on the Miracle Messages case for [client]. I wanted to verify information I have on the case before I begin reaching out. Would you mind reviewing the information with me for a few minutes?

Step 2: Use our tools to search for loved one(s). Reach out through appropriate channels.

Tips on searching, using resources, and reaching out to loved ones are below.

Step 3: If you reach a loved one and they want to connect, work with Miracle Messages to facilitate a reconnection.

Once you’ve connected with a loved one and established that they are interested in reconnecting, let us know! You can email hello@miraclemessages.org to do this. We will help you evaluate how to best facilitate the reconnection, and try to connect the supports and resources that we have to the client.

Step 4: When you’re done working on the case, update the case using the case update tool.

SEARCHING

HERE'S HOW TO USE OUR POPULAR PLATFORMS

1. White Pages
2. Facebook
3. Pipl
4. Other social media
5. Ancestry.com
6. Other Databases
7. Stuck? A list for getting help.

WhitePages is the go-to tool for starting a search. We use it to find phone numbers; we also use it as a cross-referencing tool to narrow a search.

• Before using Whitepages, always review case context to optimize searches.
• To access Whitepages premium, go to https://premium.whitepages.com and log in using Miracle Messages credentials. Login credentials will be provided once you have attended a case solving community call.

Whitepages Search:

1. Do a preliminary search using the name and last known location(s).

• You can use the filters on the left-hand panel to narrow your search, using the information provided by the client.
• White Pages searches are not always 100% accurate. Keep the search broad enough that you won't cut out too many results!

2. Narrow your search by doing the following:

• Check the age against the age given by the client. Ages may not be entirely accurate, so allow for a range in your search.
• Check the middle name or initial against the information given by the client.
• Look at the “related to” section, and compare it to the information given by the client. Look for the client’s name, and/or names of other known relatives.
• Check the “may go by” section. This is why we ask about maiden and former names!

In the best case scenario a white pages search may give a result that is clearly the right person. In that case, SAVE THE PAGE URL! You’ll want to be able to reference it later.

Whitepages Outreach:

Whitepages search will usually give you a few phone numbers to try, a physical address, and a list of other related people to the loved one.

1. Check out the phone numbers you find. If you find a phone number, click on the number listed for the search result to find out who it’s registered to. If they are registered to the loved one (or another relative), they are likely correct.

2. Call, text, and leave voicemails. Remember that we are reaching out to people who aren’t expecting to hear from us, on behalf of someone who has no other recourse besides us. If a call goes to voicemail, leave a voicemail AND send a text. Our goal is to make it as likely as possible that our message will be received.

Here is an outline of what you can say when you call:

Hi, my name is [name], and I’m calling on behalf [client name]. I work with a program called Miracle Messages, that helps people reconnect with loved ones. [client] asked us to help him reconnect with [loved one’s name], so I’m trying to reach [loved one]. Is this the right number?

If yes: ok, great! I’m glad I reached you. [client] was really hoping that I would be able to get in touch with you!

(From here, the conversation will flow according to case specifics. Your GOAL in the conversation is to establish the following:

• Do you have the right person?
• Does the loved one want to reconnect?
• If yes, how can WE (you OR Miracle Messages, or both of us working together) facilitate a first conversation between the client and the loved one?
• If no, is there another avenue that would make sense or a message that the loved one would like to send?

The same idea applies when using text or leaving a voicemail.

Here is a script for sending a text:

Hi! My name is __________, and I'm a volunteer with Miracle Messages (miraclemessages.org), a nonprofit that helps people reconnect with loved ones. I just met with ___[client’s full name]___, who recorded a message to his ___[mom, brother, etc]___, ___[loved one’s full name]___.Would this be you? Please let me know either way so we can continue the search if need be. You can reach me at _[phone number, email address, etc]_. Thank you!

Here is a script for leaving a voicemail:

Hi, my name is ___________, and I'm calling on behalf of ___(client)___. I work with an organization called Miracle Messages, a nonprofit that helps people reconnect with loved ones. __________ asked us to help him/her reconnect with his ___[mom, brother, etc]___, ___[loved one’s full name]___. Would this be you?

Please let me know either way so I can ask our volunteers to continue the search if need be. You can reach me at _[phone number, email address, etc]_. Thank you!

Some volunteers prefer not to reveal their phone number when contacting loved ones. If you’d rather not reveal your phone number when making calls, you can press *67 before you dial to mask your phone number.

Tips and tricks:

• Try different numbers listed for the same person. If you don’t get confirmation that someone has received the message, keep trying different numbers.
• If you can’t reach the loved one, you should PROBABLY (but not definitely) reach out to other people listed in WhitePages. Check the notes--sometimes a client will only want to reach a specific person. More often, however, you can try other listed names. In particular, elderly people might be harder to reach, but you can text a younger relative to relay a message.
• Consider sending a paper letter. We've had success doing this! Here’s a script for letters. You can use Miracle Messages’ office for the return address if you’d like.

Here's a script for writing a letter:

Hello,

My name is ______ and I work for a non-profit organization called Miracle Messages that helps individuals reconnect with their loved ones. I have a message from ______ who is looking for his/her/their ________. I am sending this letter in hopes that this is still his/her/their current address. If you are the intended recipient please call me at ______. If this address is incorrect, please call to let me know as well.

If you'd like to reach our organization by phone, please call the Miracle Messages hotline at 1-800-MISS YOU.

Best wishes,

__________

Here's the return address you can use:

Miracle Messages, C/O Bespoke Coworking

845 Market St. #450A

San Francisco, CA 94103

Whatever method you use to reach out, don't forget to update the case using the case update form.

Miracle Messages uses facebook and messenger extensively to identify clients, reach out, and post strategically on pages and in groups.

If you have a facebook account, you are encouraged to use it to research and send messages. Some volunteers who aren’t comfortable revealing personal information create alternate facebook accounts; you can also request access to an account maintained by Miracle Messages.

As with any Miracle Messages search, make sure to review the case context to optimize your search.

Facebook Search:

When you do a Facebook search for the loved one, use clues like middle names, maiden names, locations, physical descriptions, and names of other family members and friends to narrow your search and eliminate extraneous results.

Search in groups and pages that might include the loved one, including school alumni pages.

Search for associated profiles, such as potential spouses, parents, or friends that may be in communication with the loved one.

Facebook Outreach:

When you think you've found someone on facebook, try reaching out.

1. Send a private message to the loved one. Message the person whom you believe to be the loved one, even if you aren't 100% sure it's the right person.

Script for contacting a loved one via Messenger:

Hi! My name is __________, and I'm a volunteer with Miracle Messages (miraclemessages.org), a nonprofit that helps people reconnect with loved ones

I just met with ___[client’s full name]___, who recorded a message to his ___[mom, brother, etc]___, ___[loved one’s full name]___.

Would this be you?

Please let me know either way so we can continue the search if need be. You can also reach me at _[phone number, email address, etc]_. Thank you!

2. Note whether the person appears to be active on facebook. If they don’t have recent activity, they may not go on facebook frequently, and may not see your message.

3. Consider sending the person a friend request (you can always remove it later!). Not everyone checks messages that come from non-friends.

If you don't receive a response to a private message, try to get a message to another related person on facebook.

4. Message someone who you think might have contact with the loved one. They might be able to relay your message to your target!

Here’s a script you can use for contacting a friend via messenger.

Hi! My name is __________, and I'm a volunteer with Miracle Messages (miraclemessages.org), a nonprofit that helps people reconnect with loved ones

I’m trying to get in touch with _______, on behalf of ________. It looks like you may be connected with ________; would you be willing to pass this message along?

Thank you!

If private messaging doesn't work, you may want to try posting to a group or page.

If you found a group or page that you believe may be associated with the loved one, you can post something like “Is anyone in contact with [name]? If so, please send me a DM! Thank you :)” No need to reveal anything publicly about why you are trying to get in contact--you can do this through a private message.

If you receive a response, don't forget to document it using the case update tool.

Pipl.com is a great search tool that aggregates online profiles. Not only can this serve as a shortcut in the early stages of a search, but it may also help you find profiles in unexpected places.

To access: go to https://pipl.com/search/

Miracle Messages has a Pipl account, so you don't need to get your own. Login credentials will be provided once you have completed your volunteer training.

Although the above are the most used platforms, creative volunteers have sent messages via Linkedin, Instagram, Twitter, and others. If you think you can reach someone via these platforms, do it!

If you are writing a note that is delivered privately, you can use the message scripts. If you message will be displayed publicly, use discretion. The last thing we want is to pressure or shame loved ones on the internet!

Ancestry.com is a great way to cross-check information, find additional family members, and narrow a search using original documents. Since Ancestry does not provide contact information, information that you find on Ancestry will need to be plugged in to other platforms.

You can use our Ancestry World Explorer account using the credentials below:

Ancestry.com “World Explorer” Account:

Email: hello@miraclemessages.org

Password: LocateLoved1s!

Often, the best way to use ancestry is trial-and-error; you can do exploratory searches for the loved one and other associated names. If you find a great use for Ancestry, please let us know so that we can share it!

As Miracle Messages has grown, volunteers have helped us identify other databases that may be of use when searching for loved ones. We endorse using any database that works!

If you find yourself using a resource that isn't on our list, please share it with us. Email hello@miraclemessages.org, or share it at a Committee meeting.

FastPeopleSearch

www.fastpeoplesearch.com/

Recommended by: Mark Askins

What it is: a database (similar to Whitepages premium).

When to use it: if none of the numbers on Whitepages work.

Been Verified

www.beenverified.com

Recommended by Dave Hairfield

What it is: a database (similar to Whitepages premium).

When to use it: if none of the numbers on Whitepages work.