East Kootenay Community Credit Union
Today on Heart of the Community, I'd like to introduce the management team of the East Kootenay Credit Union.
Many thanks to Jane for providing the written answers, and I would like to express my sincere gratitude to Jane and the EK Credit Union for making an unsolicited donation to support this project. With this being a self-funded project, I very much appreciate the help!
Pictured left to right -
Corinne Neil, Jane Davies, Jody Burk, Ken Lo and Allan Fillis
How has COVID-19 affected your business?
East Kootenay Community Credit Union (EKC) is all about people, and as we work through the pandemic, we realize how much we miss our members. March 13, before the state of emergency, a team of seven were put together to activate a disaster relief plan. A plan that was being rewritten as it moved forward. The purpose of the team was to keep staff and members safe. The team, who has clocked over 400 hours and still counting on planning alone, looked at members' needs and those needs that no longer would be accessible, the staff's well being, business continuity with less staff and resources, best practices based on Health Canada and BC Health Authority, communication and genuine caring for our communities. The constant change followed. In week one sneeze guards (thanks Gipman Kitchens & Cabinetry), purchase of local sanitizer and discussions with staff about their concerns and health risks. Arrangements were made for staff with compromised immune systems, and those who could work from home were set up to allow other staff to move into their offices. Masks were made by Cranbrook Quilters Guild (thanks), cleaning supplies were replenished continuously, and cleaning protocols were always being reviewed. An upgraded phone system and additional staff allowed for a better response to phone calls. Four new staff were hired! Staff meetings increased to twice a month. Departments had daily check-ins with managers and regular check-ins with a Health Care Specialist. Deb's health tips became the highlight of the staff meetings. We continued to listen to our members and staff as to how they wanted to feel and responded. Our members had to adjust to several changes. EKC provided more online services (booking appointments and online loans, mortgage and line of credit applications and CRA direct deposit), and most members embraced them. Security guards were hired. Branch schedules were continually being adjusted. A recent member survey gave us direction, and to date, 23 suggestions have been implemented. Other survey results showed: 54% of respondents were introduced to e-transfers, 48% of respondents started using online banking more, 91% believe EKC cares about the health and well-being of the staff and members, 87% believes EKC continues to communicate well.
What positive or uplifting things are you seeing?
Our staff also checked in with members just because they care. Working together in tough times brought out the best in our members and staff. We had our AGM via Zoom, and 52 people attended! We missed the annual gathering, but it did allow members to participate from all our branches easily.
What are you doing to find joy right now?
Deb's Health pics have included local hikes, The Committee for Positive Change has had contests for sharing gardening and baking pictures. The Senior Managers put on a Social Distancing BBQ in Cranbrook. We feel great to hear how so many of us are taking more time to connect with family!
Is there anything specific you'd like to share or wish people knew right now?
It is a tough time for a lot of people. Businesses and families have seen a lot of changes, and our economy has been impacted. EKC is a strong credit union and will help our members through this. A discussion with our staff to review your finances has helped a lot of members. Plus, shopping and banking LOCAL is an easy way to help our friends and neighbours.