Three Ways Credit Unions Can Stay Connected Through a Crisis
April 13, 2020
4/14/2020Linda Nedelcoff, Chief Human Resources and Strategy Officer at CUNA Mutual Group
Editor’s Note: Linda Nedelcoff is the Executive Vice President and Chief Human Resources and Strategy Officer for CUNA Mutual Group, the leading provider of insurance and financial services to credit unions and their members. Here, she shares three ways credit union staff can support one another during COVID-19.
In just a few weeks, our world has dramatically changed, and our day-to-day realities have been flipped on their head. As we’ve watched this global pandemic play out, I’m amazed by how quickly people have responded and jumped into action.
Many credit unions have moved nearly all of their workforce to remote; grappled with changing priorities during unprecedented times; and worked to care for themselves, their families, their colleagues, and their communities.
At CUNA Mutual Group, we’ve activated our crisis team to monitor, prepare, and respond. We’ve worked with our industry experts to compile insights and resources for our customers, and we’ve quickly adapted to a virtual approach to ensure business continuity. In all this work, our priorities are to ensure the health and safety of our customers, employees, and community members. Our passion and commitment to building brighter financial futures and being there for people when they need us the most remains constant.
So, while it’s important that we move at an incredible pace to navigate through the uncertainty, it’s also an important time to pause and evaluate how we are staying connected and supporting each other during this time.
Here are the items I’m keeping at the forefront of my to-do list:
- Overcommunicate. Now is the time for frequent communication with your members, employees, and community. When in doubt, err on the side of overcommunicating. If you manage a team, try daily morning standups to build connection and start your days. Use video chat to help people feel connected and less isolated. If you’re not sure how to interpret an email, get on the phone. Whatever approach is most comfortable for you and your audience, keep the communication flowing.
- Stay calm and focused on facts. We are living in unprecedented times and in a very fluid situation that can cause concern and unease for everyone. While it may be tempting to binge every headline or post, try to stay focused on a few sources you trust and avoid the constant news barrage or rumor mill. I follow the Centers for Disease Control and Prevention and the World Health Organization for updates on the pandemic, and I stay closely connected and openly share our approach to communications with my network of human resources leaders and company CEOs. I have found this exchange of approaches to be incredibly helpful and reassuring that we’re doing the right things for our people. Additionally, we’ve made our business resiliency plans available to you on our website.
- Lead with compassion. Everyone we come into (virtual) contact with is living through the uncertainty, stress, and anxiety of this time. Stay focused on our shared humanity and experiences, and ensure your employees take time for breaks. Provide access to stress management and mental health resources. And try to infuse humor in your day, where appropriate. Remember that the top priority is the health and well-being of your employees who keep your business operating and ensure your ability to continue to serve your customers.
Times like this call for special attentiveness to how we are connecting and caring for each other. Please know that CUNA Mutual Group is here for you. Through challenging times like these come stronger bonds, stronger trust, and stronger community. Take care of yourselves and one another. We’ve been through challenging times together before, and we’ll make it through this together.