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 Association Strategic Framework Summary Governance Effectiveness EFFECTIVENESS ALIGNMENT DISCIPLINE FOCUS Mission//VisionStrategic ThemesEnabling Focus Areas Operational Imperatives

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 Areas Finance & Administration Capacity Building & Planning Marketing & Brand Management Resource Development Legal & 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 InquiriesGrantsCompliance Member Communica- tions

Member Services Staffing: Director of Member Services Member Services Associates (three) Member Services Consultants

Member Services Contact info: Your call or 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 Services This document is your guide to “who to call” at National CASA for specific questions and resources. ed 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 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 Program Quality 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 , ext. 245 Janet Ward , ext