Since coming on board in the beginning of May, the office has undergone many changes, and they are all based on two concepts:
- Positive things happen when you focus on being customer-centric.
- Change doesn’t happen alone.
CUSTOMER-CENTRICITY MEANS RIGHT GOALS: Ours is to measurably improve lives in Hancock County.
As an organization we’ve been looking closely into our processes, from how we are structured and spend our time to how we communicate. Each has been examined, pulled apart and put back together with an emphasis on our customers who are; neighbors in need, our agencies impacting change and our donors who give to facilitate that change.
CUSTOMER-CENTRICITY FLOWS FROM RIGHT STRUCTURE: The new organizational structure is three-way focused.
- Agencies: As Community Impact Director, Heather Heilman is building relationships with the folks who run impactful programs in Hancock County. She’s leading the charge on the grant application and process changes to make us easier to do business with while at the same time maintaining effectiveness to assure donor's high standards are being met.
- Added Value. Michael Momany’s new role as Community Resources Director will bring new resources to our nonprofits. There is strong capacity-building in connecting volunteers with agencies needing assistance. To that end, he will be resurrecting a strong volunteer center. He will also bring new dollars from outside Hancock County through corporate, federal and state grants.
- Campaign. Judy Pusateri, Resource Development Director, is leading campaign and fundraising. She is bringing fresh ideas and programming to connect our generous donors to ways their financial giving impacts our community. She is also reaching out to new organizations with ways to give, volunteer and advocate.
CUSTOMER-CENTRICITY INVOLVES CHANGE
Financially. We have revamped our financial reporting to increase clarity and have added levels of financial accountability that include a Finance Committee and Controller. Additionally, the new grant process is ensuring donor funds remain well-granted to agencies.
Communicating. Communication changes start with a renewed commitment to share our community‘s needs and priorities with people who can engage and make a difference. It is stories of lives changed and statistics that speak to impact. It means we are increasing the frequency, watching timelines, building relationships, and creating materials.
Come along with us, as we enter campaign season. Learn more about the needs of people in Hancock County. Commit to helping our neighbors. Give, advocate, volunteer, or do all three.
Sincerely - Angela DeBoskey, CEO United Way of Hancock County