Corporate Social Responsibility

Transcription

1 Corporate Social Responsibility Corporate Social Responsibility (CSR) is essentially about improving communities, supporting local economic development initiatives, and managing an organization in a responsible and ethical way. This CSR Strategy lays out four major areas of focus for Rocky Credit Union to ensure that our credit union is operating in a way that is sustainable and supports our cooperative values. These areas of focus are: Member Service Experience Community Citizen and Leadership Membership Value Employer/Employee Engagement Adopting and implementing these four areas of our CSR Strategy, will be the foundation to achieving recognition as the best financial institution possible locally for our members and our staff. Corporate Social Responsibility As a co-operative financial institution, Rocky Credit Union strives to improve the quality of life for everyone we serve or could potentially serve while recognizing that we are economically interdependent and responsible to future generations. We require a direct relationship with our members to ensure a sound understanding of the economic activities in our communities and a realistic assessment of the risks and advantages involved. Rocky Credit Union is a financial co-operative, owned by our members, who are also our customers, and because we are owned locally, we are fully vested in the success of our community. The Rocky Region is the lifeblood of our business and the source of our local prosperity. Rocky Credit Union succeeds when our community succeeds.

2 Member Service Experience Rocky Credit Union s Board and Management want RCU s service levels to really mean something, to the point where our members automatically refer others to us for all financial services. In order to ensure that the credit union s service is delivered at the desired levels of excellence, Rocky Credit Union will focus on the following: Member Service Excellence To ensure that our staff consistently provides top quality service to our members, we regularly train, coach and reward staff for service excellence. We regularly review and compare our products and services to ensure we provide the best possible offering to our members. Through these activities we encourage our employees to be proactive in building members dreams, futures and wealth which in turn helps our members contribute to the success of our region. The number of training session hours staff participate in each year; The number of referrals made to the credit union that result in account/product openings; Member survey results; Member focus groups; Member Feedback and Engagement As a co-operative, we believe that the members (our owners /members) should have a voice not only through board representation but also by providing input and feedback on our services. This voice will help us to more effectively serve our members by identifying areas of excellence and those that are in need of improvement. The number of complaints/compliments submitted each year; Member survey results; Member focus groups.

3 Community Citizen and Leadership When our members and community succeed, RCU succeeds. We have a vested interest in seeing our members become prosperous as well as our community growing through the development, attraction and retention of people and businesses. We are committed to socially responsible leadership in community development and we support organizations whose goals are aligned with our goals of helping the community succeed. Rocky Credit Union Community Investments We invest regularly in local organizations that will improve the lives of our members and our community. Through investing in community groups, Rocky Credit Union helps the overall community not only develop, attract and retain people and businesses, but become an even more vibrant place for our members to work and live, laying foundations to build for more success in the future. Generally our investments consist of capital or in-kind donations, to support the following: Not-for-Profit Organizations; Education; Youth; Community Initiatives; Amateur Sport; Arts & Culture; Health. The total dollars given each year; The number and category of the recipients each year; List of the recipients; Thank you letters/awards received each year; Member Survey about knowledge/perception of community investment and our corporate image.

4 Rocky Credit Union Community Leadership In addition to investing money in community groups, Rocky Credit Union is in the unique situation where many of our staff have leadership and administrative skills that can provide significant value to local organizations. Credit Union staff often serve on local boards or committees, providing their expertise where needed. RCU supports this staff involvement as not only does it help our local community groups build a better community, but provides an excellent opportunity for the community to see the professionalism and expertise of our staff outside of our financial services organization. In this way we are not just writing a cheque to these associations, but we are truly supporting them with much needed and valuable staff time too, which is unlike many of our competitors. A residual effect of helping these local groups with staff time is that many credit union employees will take more pride in their place of employment because RCU supports them in serving their community, which will improve staff engagement within the credit union. Total volunteer hours; List of organizations where staff volunteered; Average volunteer hours by staff member; Member Survey about knowledge/perception of total overall community investment, corporate image;

5 Membership Value Beyond our commitment to mutually successful relationships with our members, Rocky Credit Union s cooperative ownership model works best when our member/owners are actively engaged in desiring the credit union s success. We are accountable to our members for our financial and strategic decisions because they are our owners. We provide opportunities for member feedback and input, and we encourage participation in the democratic process. Member Equity Program Through our Member Shares Program customers purchase a share of the credit union to become a member/owner. The Member Shares Program allows us to share our success each year with our members by allocating a portion of our annual earnings to members each year. Total dividend/patronage allocations; Number of members who received dividends; Average dollar per member allocated. Democratic Process and Leadership The primary way that member owners have a say in the direction of the credit union is through the elected Board of Directors. Each year members can select their representatives to the Board, or even run to be on the Board of Directors themselves. The Board of Directors represents the members and sets policy and direction for the credit union. They also ensure that the management team is conducting operations in a responsible way. Directors ensure that we are accountable, open and transparent with the management of members funds. To ensure that directors are accountable, open and transparent to members, they are responsible for ensuring they receive appropriate training and attending Board/committee meetings. List of courses taken by Directors; List of committee and board meetings attended by each director, or percentage of meetings that were attended; Survey or focus groups about member awareness of Directors; Annual Meeting attendance

6 Employer/Employee Engagement Rocky Credit Union achieves our goals through the work, attitude and professionalism of our staff. Growth is the result of: 1) our ongoing quality products and service delivery, 2) our members referring potential members to us. Creating a healthy work environment and providing our staff with the tools they need to professionally deliver leading industry products and services, helps our employees achieve their potential. In turn this helps our members and Rocky Credit Union succeed. Staff Involvement We want our staff to know that Rocky Credit Union values their efforts, energy and experience. Staff often have ideas about improving services, processes and the working environment that would benefit both Rocky Credit Union and our members. We seek their input and feedback so that Rocky Credit Union can have the best possible opportunity to deliver the member service experience that we are striving for. Gathering input and feedback from staff as a group and through effective one-on-one coaching will ensure that management is always in tune with our employees morale and needs. Staff Development Rocky Credit Union encourages lifelong learning and we believe formal and informal learning will help enhance employee engagement, expertise and career growth. Staff are both required and encouraged to take classes to improve regulatory knowledge, banking systems efficiencies, financial service options and member service experience. Classes can be taken through a variety of providers, including CU Source, Alberta Central and accredited post-secondary institutions like Red Deer College. List of courses and conferences attended; List of jobs descriptions updated each year; Training dollars used for training/conferences each year; Training hours done each year, as a group and by category;

7 List of staff education achievements, like earning a certification or diploma; Number of staff members who have cross trained for positions; Staff Rewards We provide a total rewards and compensation program that covers the areas of work, culture, benefits compensation and career mobility. Work-life balance, incentives, environment and culture along with offering a competitive total rewards and compensation package is instrumental in supporting our employer of choice strategy. Staff survey; Staff focus groups; Comparison of benefits with other credit unions