member services: the new path to program support
TRANSCRIPT
MEMBER SERVICES: THE NEW PATH TO PROGRAM SUPPORT
Objectives of the Workshop
Share information on National CASA’s new model for providing network support
Inform members about National CASA’s functional and Member Services units
Answer your questions
Secure your input about network needs
National CASA Strategic Framework
Building a Stronger National Network
• Changing the way we do business to build a stronger and more collaborative network
• Assuring that members remain our top priority
• Moving to a model of service that will engage every National CASA staff member
Mission: The mission of the National Court Appointed Special Advocate Association, together with its state and local members, is to support and promote court-appointed volunteer advocacy so that every abused or neglected
child can be safe, establish permanence and have the opportunity to thrive.
Vision: Every child has a trusted adult who can help ensure his or her safety and well-being.
Innovative-Integrated
Fundraising
Thought Leadership
Operational Excellence
Collaborative Impact
Brand and Issue
Awareness
Strong Support to the Programs
Effective Partnerships with State Organizations
Planning, Research and Analysis
Platform for Financial Sustainability
National CASA AssociationStrategic Framework Summary
Governance Effectiveness
EFFECTIVENESS
ALIGNMENT
DISCIPLINE
FOCUS
Mission//Vision Strategic Themes Enabling Focus Areas Operational Imperatives
Improving the Way We Serve You
Improving the Way We Serve You
Three complementary components to deliver services to member programs:
State organizations
National CASA functional units
National CASA Member Services unit
State Organization Support
State organizations will continue to provide high quality local program support
In states where there is no state organization, National CASA will continue to provide high quality local program support
National CASA is working with states to determine their needs in serving you
National CASA is developing new resources to build state organization capacity where needed
Functional Area Design
Cross collaboration
Use of expertise across units
Increased resources to network
Eliminates silos
All National CASA staff engages with the
network
Adaptability/flexibility
Functional AreasFinance & Administration
Capacity Building & Planning
Marketing & Brand
Management
Resource Developmen
tLegal & Advocacy
Program Services including Member
Services
Training & Organizational Development
Operations
National CASA Association Member Services
Member Services
CASA
Network
Membership
Quality Assurance
Membership Resources
Satisfaction Surveys
Membership Information
Management
Listserv Management
Reporting
Technical Assistance
Inquiries
Grants
Compliance
Member Communica-
tions
Member Services
Staffing:
• Director of Member Services
• Member Services Associates (three)
• Member Services Consultants
Member ServicesContact info:
• 855-691-6317
Your call or email:
• Will be responded to promptly - within 24 hours
• By either the Member Services staff or a staff person from a functional unit who has program knowledge and expertise
NCASA Menu of ServicesThis document is your guide to “who to call” at National CASA for specific questions and resources.
• Emailed to all members April 1 (updated version shared today)
• Posted on the State & Local landing page of CASAforChildren.org
If in doubt about who to contact:
• Call or email Member Services
Member Services Assessment & Improvements
New processes require assessment -
• Launched April 1, 2015
• Initial assessment period April - June (also ongoing)
• Track volume and types of requests
• Determine areas for improvement and modify practice
• Discover and implement organization-wide efficiencies where possible
Redesign of Member ProgramQuality Assurance Process
• Wave three update• States providing TA on QA• Waves four and five on hold• New process includes greater
partnership with states, more robust system, on-site component
Meeting Network Needs
Where to Go for What You Need
In small groups, please… • Read each of the four scenarios in your
handout;• Determine where you would go to find the
information you need;• Be prepared to share your answers with
the larger group.
What are Your Needs?
• What would you like National CASA to do more of?
• What would you like National CASA to do less of?
• What new things would you like to see National CASA do?
Questions?
For More Information• Sally Wilson Erny [email protected] 800-628-3233, ext. 245• Janet Ward [email protected] 800-628-3233, ext. 244• [email protected] 1-855-691-6317