April 2023 issue of In Business Magazine

The health and well-being of your employees matters. UnitedHealthcare is here to help you guide them toward brighter days ahead. From finding new ways of controlling costs to connecting them with medical care and mental health support, it’s good to have a health plan that’s on their side and in your corner.

Leveraging core research facilities

Accelerating innovation

What if you could access the labs, equipment and expertise of a tier-one research university? Startups like Atomera, a company making faster and more efficient semiconductors, use ASU Core Research Facilities to research and test new products. Arizona State University opens its doors to startups and large companies alike because their innovations directly translate into a new economy — more high-wage, high-tech jobs that benefit our entire state and position Arizona as a global leader.

“ This relationship with ASU is ... empowering innovation in semiconductors and enabling Atomera to continue to do some of the world’s most advanced research within the U.S.”

–Scott Bibaud, president and CEO of Atomera

GUEST COLUMNISTS

44 Angry Crab Shack Turns Dining into Donations

This month spotlighting local restaurant chain Angry Crab Shack, Tyler Butler’s series explores the myriad ways businesses give back and the positive ways their programs impact our community.

45 Office as a Destination

FEATURE

36

Expanding Workforce Development

Businesses benefit from workforce development programs for disadvantaged and underrepresented populations.

COVER STORY

24 Healthcare Collaborations: Building business and empowering healthcare

In Business Magazine explores the topic for providers and insurers, with input and examples from the Valley’s major healthcare organizations.

20 Healthcare

“HealthspanMD Reverses Risks of Chronic Conditions” and “Healthcare Needs Entrepreneurs to Save Itself”

22 Technology

DEPARTMENTS

9 Guest Editor Tom Grote, CEO of Banner|Aetna, introduces the “Healthcare Collaboration” issue.

10 Feedback

Kendra Eberhart and Robert Smith respond to In Business Magazine’s burning business question of the month.

11 Briefs

“Arizona’s Workforce Remains Strong but Small Businesses Struggle to Hire,” “Dailies Top Stories,” “Local Standouts Recognized for Achievements and Philanthropy,” “JDog’s Veteran-Centric Franchise Concept Targets Phoenix” and “Onstage Grows Helping Others in Entertainment”

13 By the Numbers

49 Arizona Small Business Association

In this recurring feature from global design and architecture firm Gensler, Hannah Hackathorn discusses what employers can do with office design as workers are seeking a spectrum of experiences beyond the traditional desk. SPECIAL

55

2023 Business Healthcare Services Guide

AI chatbots are streamlining the customer service experience and helping businesses thrive.

14 Startups

“Protégé Steps Up Comfort in Fashion-Forward Heels” and “Ten Figures Advances Diversity in Venture Capital”

15 CRE

“Commercial Real Estate Trends: Adding detached living/working spaces to property,” “Build-To-Rent Project in Avondale,” “Luxury Lease Villas for Litchfield Park and Goodyear,” “Two Single-FamilyHome Projects Break Ground in West Valley” and “Greenlight Communities Focuses Locally on Attainable Housing”

18 From the Top Co-founder Ahmad Alatrash expands Mesquite Fresh Street Mex to a broader brand.

“Tech Tools for Construction Project Managers” and “Technology Takes Construction Companies to the Next Level”

38 Economy

Dan Kieffer discusses how to prioritize factors when determining strategic asset allocation.

39 Books

New releases give fresh insights on business thinking.

40 En Negocios

Feature articles in Spanish and English on Liderazgo / Leadership

42 Legal

Attorneys Kortney Otten and Sarah Myers discuss what businesses need to know about Arizona’s sports and event betting laws.

46 Nonprofit

Richard Tollefson discusses why nonprofits need to care about 100% donor participation in giving.

47 Assets

2023’s All-New Toyota Prius Plus: The Corporate Cafeteria for the Hybrid Wordplace

48 Power Lunch

Recreo Cantina Takes Community to Heart

66 Roundtable

Amid the challenges of hybrid workforces, Aleksandra Sulimko offers suggestions to make office meetings focused, faster and more productive.

According to the newest study published by CommercialCafé, Phoenix ranks third among the top 20 U.S. cities that have the most vacant land at their disposal, with a grand total of 53,022 acres. commercialcafe.com/blog/us-vacant-land-study

In Business Magazine is a collaboration of many business organizations and entities throughout the metropolitan Phoenix area and Arizona. Our mission is to inform and energize business in this community by communicating content that will build business and enrich the economic picture for all of us vested in commerce.

PARTNER ORGANIZATIONS

Kristen Merrifield, CEO Alliance of Arizona Nonprofits (602) 279-2966 www.arizonanonprofits.org

Debbie Hann, Chief Operating Officer Arizona Small Business Association Central Office (602) 306-4000 www.asba.com

Steven G. Zylstra, President & CEO Arizona Technology Council One Renaissance Square (602) 343-8324 www.aztechcouncil.org

Doug Bruhnke, Founder & President Global Chamber® (480) 595-5000 www.globalchamber.org

Ania Kubicki , President NAWBO Phoenix Metro Chapter (480) 289-5768 www.nawbophx.org

Colin Diaz, President & CEO Tempe Chamber of Commerce (480) 967-7891 www.tempechamber.org

Our Partner Organizations are vested business organizations focused on building and improving business in the Valley or throughout Arizona. As Partners, each will receive three insert publications each year to showcase all that they are doing for business and businesspeople within our community. We encourage you to join these and other organizations to better your business opportunities. The members of these and other Associate Partner Organizations receive a subscription to In Business Magazine each month. For more information on becoming an Associate Partner, please contact our publisher at info@inbusinessphx.com

ASSOCIATE PARTNERS

Ahwatukee Foothills Chamber of Commerce ahwatukeechamber.com

Arizona Chamber of Commerce & Industry azchamber.com

Arizona Hispanic Chamber of Commerce azhcc.com

The Black Chamber of Arizona phoenixblackchamber.com

Chandler Chamber of Commerce chandlerchamber.com Economic Club of Phoenix econclubphx.org

Glendale Chamber of Commerce glendaleazchamber.org

Greater Phoenix Chamber of Commerce phoenixchamber.com

Greater Phoenix Equality Chamber of Commerce gpglcc.org

Mesa Chamber of Commerce mesachamber.org

North Phoenix Chamber of Commerce northphoenixchamber.com

Peoria Chamber of Commerce peoriachamber.com

Phoenix Metro Chamber of Commerce phoenixmetrochamber.com

Scottsdale Area Chamber of Commerce scottsdalechamber.com

Scottsdale Coalition of Today and Tomorrow (SCOTT) scottnow.com

Surprise Regional Chamber of Commerce surpriseregionalchamber.com

WESTMARC westmarc.org

MEET YOUR NEWEST EMPLOYEE A SMART THERMOSTAT.

Finding opportunities to lower expenses is part of running a business. So is keeping your business comfortable for your customers and employees. With the SRP Bring Your own Thermostat Program™ (BYOT), you can do both with ease. When you enroll in BYOT, you can receive energy-saving smart thermostats for free and get paid for each one you install. You can even use the smart features of your thermostat to monitor energy usage and monthly savings. BYOT doesn’t just help your business, it also helps keep Arizona’s grid reliable by automatically adjusting thermostats during a few conservation events a year.

Find out more about the benefits of SRP’s BYOT program at srp.net/bizbyot.

RaeAnne Marsh Editor, In Business Magazine

RaeAnne Marsh became editorial director of Phoenix-based InMedia Company in 2010 and helped launch Valley-wide business resource In Business Magazine. Her journalism career began more than 20 years ago, when she left California and 12 years of teaching to transplant in Phoenix’s vibrant entrepreneurial environment, and includes incorporating her own business, Grammar & Glitz, Inc., through which she has taken writing and editing gigs with business and media clients nationwide. Holding the magazine to strong editorial standards, she says, “New businesses are founded, out-of-staters bring new strengths, established businesses evolve and expand — all of which contributes to the dynamic vitality that I see as the mission of In Business Magazine to be the voice of and vehicle to nurture, in each monthly edition. It is my challenge to ensure each edition is packed with relevant information on a broad spectrum of issues, aimed at a readership that runs the gamut from entrepreneurial startup to major corporation.”

Edgar R. Olivo Editor, En Negocios

As editor of the Spanish section of In Business Magazine, Edgar R. Olivo shares weekly content for Spanish-preferred small-business owners in Phoenix. As a first-generation Latinx and native-Arizonan, Olivo’s upbringing was filled with similar challenges that Latino communities in Arizona face when they engage with the economy. An entrepreneur and nonprofit executive, he is leading the charge to help strengthen a diverse, inclusive and sustainable entrepreneurial ecosystem in Arizona. His work is nationally recognized for establishing programs that help advance equitable economic recovery, and increase generational wealth for Latinx/Hispanic small business owners in Arizona.

“I believe today is a moment for leading big change. Business ownership is a critical means to build community and individual wealth. I hope my work will demonstrate to the Latino community that the entrepreneur ecosystem in Arizona has their back.”

Guest columns are feature articles presented as a special, limited series as well as regular, ongoing series in In Business Magazine.

Tyler Butler

Guest Columnist – Social Impact

A long time corporate social responsibility practitioner, Tyler Butler is known for her expertise in creating, launching and developing successful social impact programs. Her commitment to rallying people together to make a positive difference has created sustainable signature programs empowering people to give back in a myriad of ways globally. Butler operates under the ethos of “each one teach one,” and so her contributions to In Business Magazine provide her with an outlet to share the best of what companies are doing to aid humanity. Butler looks to shed light on good corporate citizens and share stories about the magic they are creating through their generous outreach efforts.

Don Henninger

Guest Columnist – Metro

As a 35-year newspaper veteran in Arizona, Don Henninger has always made journalism his passion as well as his career. Facts matter — especially in this day and age — and information is the foundation that enables citizens to be positive participants in their communities at all levels. Henninger has been fortunate to serve as a community leader and continues in that role today as director of the Scottsdale Coalition of Today & Tomorrow, which convenes leaders to work on issues in that city, and as a member of several nonprofit boards in the Valley.

Bruce Weber

Guest Columnist – Capacity

Bruce Weber sees In Business Magazine as a valuable forum for topics relevant to our business and nonprofit community. “I am deeply interested in organizational capacity and what makes organizations successful and impactful in the work they do. In my work in the community for more than 16 years, I have worked with all sizes of organizations and leaders in helping their businesses grow and expand their impact. My previous careers with Microsoft and Hewlett Packard involved working with business integration partners to design strategies to engage new markets. In today’s complex world, I enjoy exploring the possibilities and opportunities that change can bring.”

Publisher Rick McCartney

Editor RaeAnne Marsh

En Negocios Editor Edgar Rafael Olivo

Web Editor Jake Kless

Graphic Design Benjamin Little

CONTRIBUTING WRITERS

Jared Amzallag

Kyle Aulerich

Tyler Butler

Candace Chen

Zander Diamont

Kaylin Dunnett

Hannah Hackathorn

Mike Hunter

Dan Kieffer

Kevin Kopa

Sarah Myers

Daria Orozco

Kortney Otten

Jeff Richards

Beth Scarano

Anu Shukla

Aleksandra Sulimko

Richard Tollefson

Hannah Trull

ADVERTISING

Operations Louise Ferrari

Business Development Louise Ferrari

Cami Shore

Events Amy Corben

More: Visit your one-stop resource for everything business at inbusinessphx.com. For a full monthly calendar of business-related events, please visit our website.

Inform Us: Send press releases and your editorial ideas to editor@inbusinessphx.com

President & CEO Rick McCartney

Editorial Director RaeAnne Marsh

Financial Manager Tom Beyer Office Manager Allie Jones

Accounting Manager Todd Hagen

Corporate Office InMedia Company 45 W. Jefferson Street Phoenix, AZ 85003

T: (480) 588-9505 info@inmediacompany.com www.inmediacompany.com

Vol. 14, No. 3 In Business Magazine is published 12 times per year by InMedia Company. POSTMASTER: Send address changes to InMedia Company, 45 W. Jefferson Street, Phoenix, AZ 85003. To subscribe to In Business Magazine, please send check or money order for one-year subscription of $24.95 to InMedia Company, 45 W. Jefferson Street, Phoenix, AZ 85003 or visit inbusinessphx.com. We appreciate your editorial submissions, news and photos for review by our editorial staff. You may send to editor@inbusinessmag.com or mail to the address above. All letters sent to In Business Magazine will be treated as unconditionally assigned for publication, copyright purposes and use in any publication, website or brochure. InMedia accepts no responsibility for unsolicited manuscripts, photographs or other artwork. Submissions will not be returned unless accompanied by a self-addressed, stamped envelope. InMedia Company, LLC reserves the right to refuse certain advertising and is not liable for advertisers’ claims and/or errors. The opinions expressed herein are exclusively those of the writers and do not necessarily reflect the position of InMedia. InMedia Company considers its sources reliable and verifies as much data as possible, although reporting inaccuracies can occur; consequently, readers using this information do so at their own risk. Each business opportunity and/ or investment inherently contains certain risks, and it is suggested that the prospective investors consult their attorney and/or financial professional. ©2022 InMedia Company, LLC. All rights reserved. No part of this magazine may be reproduced or transmitted in any form or by any means without written permission by any means without written permission by the publisher.

As founding CEO of Banner|Aetna, Tom Grote brings a collaborative mindset and innovative spirit to the joint venture health insurance company, which is now the fastest-growing health plan in Arizona. Grote possesses more than three decades of experience in the health insurance industry. Previously, he managed Aetna’s operations in Arizona and New Mexico. He is actively involved in a variety of local charities and community organizations, including the American Heart Association’s Arizona chapter.

Healthy Collaborations

As healthcare evolves and medical technology advances, many organizations are recognizing the power of collaborative partnerships to improve the overall experience for the clients, patients, and members they serve. Throughout my three decades in healthcare, I’ve seen firsthand what is possible when companies partner, collaborate and truly align, and the impact it has on driving innovation in the broader industry.

This is the landscape that In Business Magazine explores in depth in this month’s cover story. Abrazo, my company Banner|Aetna, Blue Cross Blue Shield of Arizona, Cigna, Equality Health, Phoenix Children’s and UnitedHealthcare share insights on the industry trends and economic forces compelling collaborative relationships and discuss strategic examples currently in play. The story also considers how this type of healthcare innovation and strength in Arizona’s market compares to others nationally.

As businesses continue to struggle with employee shortages, In Business Magazine editor RaeAnne Marsh spoke with leaders of community organizations that provide workforce development programs for disadvantaged and underrepresented populations. In “Expanding Workforce Development,” she looks at how their efforts help provide a workforce pool for businesses — while serving their own mission of improving lives for individuals.

How to entice employees back to the office is the topic Hannah Hackathorn discusses in “Office as Destination.” This Space/Environment & Workplaces feature is part of a recurring guest column from global architecture and design firm Gensler.

But hybrid remains a workplace strategy. Addressing challenges of that reality, Aleksandra Sulimko offers concrete suggestions to create effective meetings in the Roundtable feature “The Secret to Productive Meetings? Fewer, Faster, Focused.”

Among other feature articles, guest columnist Tyler Butler focuses her Social Impact article on the philanthropy of Angry Crab Shack. Gallagher & Kennedy attorneys Kortney Otter and Sarah Myers discuss what businesses need to know about gaming and betting in this month’s Legal feature.

Each year In Business Magazine publishes “Business Healthcare Guide” to help business owners and decision makers find resources on wellness and healthcare services for themselves and their people. This year’s guide includes much more on mental health. Other regular departments, from Technology to CRE to Startups, offer more information to help strengthen our business community.

I am pleased to help bring this April edition of In Business Magazine to you, and hope you enjoy the read.

Sincerely,

Tom Grote CEO Banner|Aetna

Maximizing Healthcare for Business

Over the years, healthcare has become a major part of a company’s strategy to retain and attract great talent and, certainly, continue to comply with various mandates. As healthcare companies have gotten to know business, they are creating innovative programs and services that are not just resulting in wellness and health plans for employees but are also giving businessowners options and custom benefits.

One such innovator is Banner|Aetna and its founding CEO, Tom Grote. We thank Tom for his leadership on collaboration

for healthcare and are so pleased to have him head this Healthcare Collaboration issue of In Business Magazine. While many organizations, as you will read in this month’s cover story, are partnering to provide ideal services and plans, businesses and their people are the true beneficiaries, which has a great impact on the overall health of our workforce.

—Rick McCartney, Publisher

EN NEGOCIOS

Manténgase informado sobre temas empresariales en español a través de En Negocios, artículos para los lectores de habla hispana en el área metropolitana de Phoenix. Visite inbusinessphx.com/ ennegocios para más información.

Stay informed on business topics in Spanish through En Negocios, articles for Spanish-speaking readers in the Phoenix metropolitan area. Visit inbusinessphx.com/ ennegocios for more information.

[Editor’s note: Respondents this month all worked with One Step Beyond for employment opportunities. See “Expanding Workforce Development” on page 36 for more about OSBI and other organizations improving workforce development for disabled and underrepresented populations.]

You’ve included intellectually challenged individuals in your workforce. What are some of the highlights of the experience?

KENDRA EBERHART

President and CEO

Royal Oaks

Sector: Senior Living

The One Step Beyond participants who have been assigned to Royal Oaks are a delightful group of people who have filled a critical role in our food service department. They are hard workers with a good work ethic, have great attitudes and are very friendly.

Our Royal Oaks staff and residents love them and have welcomed them to our campus with open arms.

They receive lots of kudos from our residents through the “Pat on the Back” program that recognizes a job well done.

It is a pleasure working with One Step Beyond.

Royal Oaks Senior Center royaloaks.com

ANGELA HOMCO

General Manager

BWParts Sector: Parts & Equipment Repair

The first thing that comes to mind is how reliable and hard-working the individuals are. They take great pride in making sure the work they put out is pristine and exactly what our customers order. Their job coach is incredibly supportive of all the work they do. One Step Beyond participants are eager to work and perform what we consider a critical job here at BWParts.

OSBI participants work two to three days a week for four to six hours a day assembling spark plug kits, companymade toggle switches, wiring harnesses, nut/bolt combo packaging and other things for welding machines.

ROBERT SMITH

Customer Relations Manager

Larry H. Miller Hyundai Genesis Peoria

Sector: Automobile Sales

Hiring intellectually challenged individuals has been an incredible experience for our Larry H. Miller Hyundai Genesis Peoria Dealership. We are proud to be an inclusive workplace that values diversity and understands the unique talents and capabilities of every employee and guest who we come in contact with on a daily basis.

Working with disabled workers has taught us invaluable lessons about patience, compassion and dedication. These individuals are hardworking, committed and eager to learn, and they have brought a new level of energy and positivity to our team.

FEEDBACK

QUESTION:

Let us know what you want to know from the Valley’s top business leaders.

editor@inbusinessphx.com

Royal Oaks is a nonprofit Life Plan Community promoting healthy, engaging activities, inspiring experiences and meaningful, holistic approaches to living. Everything we do is designed to support the highest degree of wellness and life satisfaction for each of our residents. Residents are comforted by our strong financial standing and our nonprofit status assuring them of a home for life. This promise is backed by the People of Faith Foundation, Inc., a 501(c)(3) tax-exempt organization whose purpose is to provide financial assistance to the residents of Royal Oaks through faith-based donations.

I’m glad we’re able to include people with disabilities in the workforce. These individuals are an integral part of our manufacturing and parts departments. While some people may overlook these individuals, I’m glad they are a part of our workforce and that we’re able to provide a role that enables them to be independent. They are an essential part of our operations and have become a part of our BWParts family.

BWParts bwparts.com

For all past Feedbacks go online to inbusinessphx.com

and see what Valley executives think on various business topics.

APR. 2023

General Manager Angela Homco has been with BWParts for nearly 16 years. Her hard work and dedication helped grow her family’s organization to be the leading provider of mechanical, electrical and custom welder parts in the United States. A Phoenix native, Homco enjoys dabbling in interior design, painting, travel and spending time with her family and brother-in-law with Down Syndrome.

Sign up for the monthly In Business Magazine eNewsletter at www.inbusinessphx.com. Look for survey questions and other research on our business community.

Not only have they made significant contributions to our business, but they have also become an essential part of our dealership’s culture. We believe that everyone deserves a fair chance to showcase their skills, and we are honored to provide this opportunity to disabled workers. Everyone deserves the ability to be seen and heard.

Larry H. Miller Hyundai Genesis Peoria Dealership larrymillergenesis.com larrymillerhyundai.com

Robert Smith has been the customer relations manager at Larry H. Miller Hyundai Genesis Peoria since 2017. He also is the Greater Phoenix Larry H. Miller Dealerships Charities Cares Council Chair since 2020. Smith was awarded the Larry H. & Gail Miller Outstanding Employee for 2021. His passion and dedication to making sure everyone around lives their fullest and best life possible is unbeatable.

Arizona’s Workforce Remains Strong but Small Businesses Struggle to Hire

As a result of the COVID-19 pandemic, Arizona’s workforce has been in a state of transition. Despite the turbulence, the state has managed to maintain steady job growth with positive indicators in various sectors, including healthcare and education. In fact, the unemployment rate in Arizona is at an all-time low of 3.9%, which is lower than the national average of 4.6%. However, due to Arizona’s tight labor market, small businesses are finding it challenging to attract employees. According to a survey from The Harris Poll commissioned by Express Employment Professionals, 27% of hiring managers have reported high stress from an inability to fill open positions.

One of the main causes of this challenge is the pandemic’s disruption of the job market, resulting in more job openings than job seekers. Many workers are opting for remote or parttime work, with 22.1 million people choosing to work part-time voluntarily, and many others are choosing to take a break from the workforce altogether. Those who are on the job hunt have more options than ever, allowing them to be more selective about the jobs they take, ultimately creating a competitive atmosphere for employers. This results in an even larger obstacle for small businesses that tend to be perceived as less stable compared to large corporations and may not offer the same opportunities for career advancement. Thus, small businesses must adopt creative recruitment and retention strategies, such as flexible work options, competitive compensation and benefits packages, and unique company culture, to entice

potential employees while navigating Arizona’s current landscape. Additionally, small businesses may want to consider alternative sources of recruitment, like outsourcing their hiring to a professional staffing firm.

The current job market in Arizona is diverse with healthcare, education, technology and manufacturing industries experiencing robust growth. However, other roles, such as cashiers and sales associates, are experiencing a decline due to the rise of e-commerce and automation technology. This trend is expected to continue as more and more companies adopt automation technology, resulting in administrative and support roles decreasing in demand.

For the remainder of 2023, skilled labor will continue to be in high demand for Arizona’s workforce while the tight labor market likely won’t ease up anytime soon. Many companies may adopt a wait-and-see approach due to the uncertainty in the overall global economy and will likely remain hesitant to add to their workforce.

While Arizona’s workforce remains in a state of transition with small businesses struggling to attract employees, the state is still experiencing strong growth in various industries and the demand for skilled labor remains high. With creative recruitment and retention strategies, as well as continued growth in thriving industries, Arizona’s workforce is expected to remain strong for the foreseeable future. Daria Orozco, CSP, franchise owner of Express Employment Professionals (www.expresspros. com), the top staffing firm in the U.S.

DAILIES TOP STORIES

‘In Business Dailies’ Most Views Last 30 Days

Here are the stories with the most views over the past 30 days (prior to press time) that were features in our In Business Dailies. The In Business Dailies hit email inboxes twice each weekday — at 9:30 a.m. and updated at 4:30 p.m. Sign up today at www. inbusinessphx.com/dailies-signup.

Commercial Real Estate & Development | Cover Story | March 2023

All Mixed Up: How Mixed-Use Development Is Transforming Commercial Real Estate

by RaeAnne Marsh

“The world has changed and so has the world of development,” says Charley Freericks, senior vice president of Catellus Development Corporation. “Three years of living with COVID-19 has created new economic pressures, social inequities and a greater need for connection. People are looking for convenience. They want to work closer to home and live in a place with easy access to everything they need any time of the day or night.” As master developer of Novus Innovation Corridor, a 355-acre mixed-use development in downtown Tempe, Catellus believes the project will become a model for modern urban cities.

Workforce & Career | inbusinessphx.com | March 7 2023

Recruiting and Retaining Women in the Construction Industry

by Beth Scarano

Women make up more than 50% of the population, yet they only fill approximately 10–14% of jobs in the construction industry. It’s no surprise there are fewer women working in this male-dominated field. At a time when the industry continues to struggle with labor shortages and it is difficult to find people to hire, recruiting women presents a real opportunity for both employers and employees. Since 2016, there’s been an incremental increase of women taking jobs in construction. The question is, how do companies continue to attract and retain women to the field?

Commercial Real Estate & Development | inbusinessphx.com | March 9 2023

Phoenix Market Can Expect Strong Hotel Growth, Says Report

inbusinessPHX.com

CBRE is raising its forecast for hotel performance in the Phoenix metro and nationally on the heels of industry gains in Q4 2022 and the expectation of slightly positive GDP growth in 2023 according to the CBRE Hotels report.

Forbes Advisor analyzed 7(a) loan data from the U.S. Small Business Administration from the fiscal year 2018 through 2022 to find out where small businesses have been approved for the highest average loan amounts from this flagship government-backed lending program. The study findings reveal that Arizona ranks seventh among the states with the highest average 7(a) loan amounts.( $643,759), behind Georgia ($840,145), Texas ($738,427), California ($702,262), Louisiana ($701,856), Alaska ($672,935) and Alabama ($655,508). forbes.com/advisor/business-loans/best-states-for-sba-7a-loan

ACHIEVEMENTS

Cavanagh Law’s John Wittwer Appointed to Prestigious Chairmanship

John Wittwer, a Senior Member at premier multipractice Cavanagh Law Firm in Phoenix, was appointed chapter chair for the Professional Liability Underwriting Society (PLUS) in Arizona. PLUS is the primary source of professional liability educational programs and seminars, networking events, educational products and information regarding professional liability. cavanaghlaw.com plusweb.org/Community/Chapters/Southwest

AvAir Recognized in Aerospace Industry

For the third year in a row, AvAir, an inventory solutions provider for the aviation aftermarket, was awarded the No. 1 position on Airline Economics’ Aviation 100 “Parts Supplier of the Year” rankings, recognizing the company as a global authority and leader in the industry. The company is also pleased to share that it proudly retained 100% of its employees in both the Arizona and Ireland offices in 2022. avair.aero

NAIOP Arizona Award to VanTrust EVP

Keith Earnest

Keith Earnest, a 35-year veteran of the commercial real estate industry and executive vice president for VanTrust Real Estate, LLC, has been recognized with NAIOP Arizona’s 2022 Award of Excellence, which recognizes an individual who has made a significant and positive impact on the commercial real estate industry in Arizona over a period of at least 15 years, along with direct volunteer contributions to the chapter. naiopaz.org • vantrustrealestate.com

PHILANTHROPY

Desert Financial Donates $1M to Phoenix Children’s K-12 School

Desert Financial Foundation and Desert Financial Credit Union recently donated more than $1 million to 1 Darn Cool School at Phoenix Children’s, a fully accredited K-12 school with eight full-time master’s-level teachers. The program provides hospitalized children with a traditional classroom setting or bedside instruction to help with their schoolwork as they fight illnesses and injuries. desertfinanical.com • desertfinancial.com/foundation

Express Employment Aids St. Mary’s Food Bank

The South Phoenix Express Employment Professionals office recently turned out in full force as its 12 team members packed Hello Fresh food bags at St. Mary’s Food Bank as part of the company’s Brand It Blue Initiative.

JDog’s Veteran-Centric Franchise Concept Targets Phoenix

JDog Brands, the parent franchisor to both JDog Junk Removal & Hauling and JDog Carpet Cleaning & Floor Care, was founded with a mission to provide a smoother transition from service to civilian life for military veterans. With nearly 300 active territories, the JDog Brands network is made of veterans and military families, with 88% of the brand’s owners being veterans themselves.

In 2022, JDog signed 66 new franchise agreements and impacted hundreds of local veterans by providing job opportunities and a network of business owners with similar life experiences.

Now, as it works to sign 100 new units in 2023, JDog is targeting Phoenix for additional growth. With three active territories in the area already, brand awareness is strong, meaning that new owners will start off with higher revenue, positioning them well for success. Thanks to the franchisee that is already established in the area, new owners will also enter the market alongside an established business owner who can speak to the unique traits of the specific market.

There is an opportunity for an additional 12 territories in the Phoenix area, and the city has a 5.4% veteran unemployment rate — higher than the national average. With each franchise

opened by a veteran or military family comes about five additional job opportunities, and many JDog owners focus their efforts on recruiting and employing other veterans in need.

JDog’s long-term mission is to bring the national rate below 1%, and a concentration on development throughout Phoenix, with an emphasis on Mesa, Gilbert and Glendale, will be a key driver of that effort.

The total investment necessary to begin the operation of a JDog Carpet Cleaning & Floor Care ranges from $37,909 to $169,947, including a $10,000-$25,000 franchise fee. The total investment necessary to begin the operation of a JDog Junk Removal & Hauling ranges from $30,000 to $110,000, including a $35,000 franchise fee.

—Kevin Kopa,

a

U.S. Marine Corps veteran

and

president of JDog Brands (www.jdogbrands.com)

Brands jdogbrands.com/own-a-franchise

Onstage Grows Helping Others in Entertainment

Onstage Entertainment Group grew out of musician Joe Costello’s thoughtfulness, supplying backup bands when his own band was not available for a gig. After formally founding the entertainment company in 2011, Costello celebrated its $1 million milestone in December.

Through the entertainment company, Costello has been able to help other musicians and entertainment acts build their own careers as he had done for himself. “I educate musicians on how to vary their revenue streams to encompass all the possible ways to make a living using their talents,” he says. “This means helping them realize there is more out there in regards to gig than ‘the bar scene.’ Also, advising them on using more of their talents to create more income streams, such as writing and arranging music, teaching lessons, getting studio work and doing sessions.”

With a foothold on the Arizona market — booking acts in some of the biggest resorts and

restaurants in the state — word quickly spread and OSEG is now also providing entertainment in Colorado, Florida and Tennessee.

“One of the reasons we have grown so quickly is because we never say no to a client; if they want something in particular, we will find it,” said Costello. An example he shares is the time he was asked to present some options for a large Kentucky Derby party, “so I went to the local racetrack, was introduced to two of the jockeys who spoke very broken English and had them appear at the event fully dressed in their racing outfits carrying a few of the small saddles they use of varying weights.” He credits that philosophy with having helped his company grow $300,000 year over year, and, he emphasizes, “enabled us to help some of these musicians and entertainers so much as double their annual income levels.” —Mike

Hunter

Onstage Entertainment Group osegllc.com

The unemployment rate for veterans who served on active duty in the U.S. Armed Forces at any time since September 2001

— a group referred to as Gulf War-era II veterans — declined to 3.1% in 2022 and the rate for all veterans decreased to 2.8%, according to the U.S. Bureau of Labor Statistics report released on March 21, 2023. bls.gov/news.release/vet.nr0.htm

The Rise of Chatbots in Contact Centers

AI chatbots are streamlining the customer service experience and helping businesses thrive

by Anu Shukla

AI has been a hot topic in recent months, as companies, pundits and others discuss artificial intelligence’s rapid evolution and its potential for improving businesses. Much of the conversation has been directed toward art and software development, but customer service remains a major area of opportunity for business owners. Today, 23% of customer service organizations are using AI chatbots; with the chatbot market growing at a CAGR of 22.5%, it’s likely that number will continue to rise.

So, what role are chatbots playing in business today? We at Botco.ai surveyed 1,000 contact center professionals in November 2022 to better understand their current status and get a better picture of where they’re headed.

AI CHATBOTS ARE BECOMING NEAR UNIVERSAL

Contact centers are overwhelmingly turning to chatbots to help handle customer inquiries. Nearly 76% of survey respondents currently use chatbots or automated chat, though that number will likely increase with time. Of the 19% of respondents that aren’t using chatbots, 31% of them plan to implement them in the future.

The widespread adoption of chatbot technology indicates that AI will be an initial touch point for many — if not most — customer service inquiries. By leveraging chatbots for initial inquiries, businesses can address basic customer service processes with fewer resources, improving the time and attention that human customer service agents can devote to deeper issues.

ARE CHATBOTS REPLACING HUMAN EMPLOYEES?

Given how discussions about AI have transpired in the mainstream, it’s natural that some employees are concerned that chatbots are there to replace them. Indeed, our survey found that nearly 30% of contact center employees felt that AI chatbots were there to replace them. However, 46% indicated that chatbots are there to augment a human team’s capabilities, rather than replace individuals.

Chatbots’ most meaningful impact is currently derived from the automation of repetitive tasks and fulfilling simpler service demands from customers. Contact center workers say that chatbots deflect 46% of calls 20–30% of the time. Those calls typically aren’t complex issues, though. In fact, 37% of calls deflected were non-emergency service calls. Chatbots are simply lessening the load for humans, taking care of garden variety calls so humans have time to solve complex customer problems.

Contact centers will need fewer human employees, but those employees will have a far better quality of life. Repetitive, monotonous work causes burnout in humans, but chatbots are incapable of feeling that way. Letting employees handle complex issues will help eliminate burnout and make them more satisfied overall. Happy employees work harder, so, in effect, leveraging chatbots results in a stronger business while giving employees a sense of fulfillment.

PERCEIVED ISSUES USING CHATBOTS

While chatbots are a powerful tool for contact centers, they’re not without their limitations. Of our respondents, 35% stated that their chatbot solution creates logistical issues with scheduling or other business applications. It’s not a challenge that’s impossible to overcome, however: 58% of respondents stated that their chatbot integrates with their scheduling database, while 68% stated that their chatbot integrates with their CRM and/or customer profiles.

The time it takes to train a chatbot is also a concern for 39% of contact center professionals surveyed. It’s true that chatbot training takes time, as it must know how to respond to various inquiries and intents before going live. That time investment pays off in long-term efficiency as chatbots effectively tackle repetitive day-to-day tasks. It’s worth noting that a chatbot’s capacity for learning doesn’t end when training does; they’ll continue to improve as they encounter situations, gradually improving the customer experience as they do.

Respondents not worried about getting a chatbot up to speed are concerned about the price to implement one. Of those not using chatbots, 40% thought they were too expensive to implement. But are chatbots really that pricey? AI chatbots cost roughly 10% of a human agent, work 24/7 and don’t take breaks. Those capabilities give chatbots plenty of opportunity to generate ROI, especially if the chatbot is improving the customer experience. As always, the best indicator will be how the implementation affects KPIs.

THE FUTURE OF CHATBOTS

Our most recent report, “The State of Chatbots in Contact Centers,” offers more insights into how chatbots are being used today, but one thing is clear: Chatbots are here to stay. The advantages of tireless workers able to field calls are self-evident. While there are still some questions about AI’s role in our society, the benefits outweigh the cons for many organizations. The writing has been on the wall for years that a new epoch of AI is on its way, but we may already be in it.

Percent of calls currently deflected by chatbots at contact centers

• 46% of contact centers use chatbots/automation in a range of 20–30%.

• 29% of those calls are emergency.

• 37% of those calls are non-emergency.

What are the top chatbot integrations used at contact centers?

• 58% of chatbots integrate with scheduling database.

• 68% of chatbots integrate with CRM or customer profiles.

Anu Shukla is co-founder and executive chair of Botco.ai., a HIPPAcompliant, AI-powered conversational marketing cloud solution that can be implemented at scale to improve engagement rates. Today, the company offers industry-leading authoring, webchat and AI machine-learning capabilities to quickly and effectively convert more customers in healthcare, wellness, addiction, behavioral health, physical therapy and senior living centers.

Botco.ai is the recipient of the Arizona Innovation Challenge “Most Outstanding Startup” award and a graduate of Alchemist Accelerator Class XXV, the No. 1 accelerator for enterprise startups. botco.ai

Today,

23% of customer service organizations are using AI chatbots; with the chatbot market growing at a CAGR of 22.5%, it’s likely that number will continue to rise.

HEURISTICS LIFT HIGH HEELS

“Everybody knows something you don’t” is the most valuable piece of advice I’ve received. It is an important reminder to listen with an open mind, though it is equally important to think critically and filter the information that you take in.

The world of business is constantly evolving, and companies must continually innovate to stay ahead of the competition. One way to do this is by applying heuristics from one field to another. Heuristics are mental shortcuts that help us make decisions efficiently, and while they are often specific to a particular domain, they can be surprisingly transferable to other fields. By using heuristics from unrelated fields, businesses can gain new insights and find innovative solutions to complex problems.

For example, the heuristic of rebound rate optimization in the field of sports technology can be used to engineer high heels with greater shock absorption — which improves wearability and helps prevent injuries. —

Candace Chen, Founder and CEO of Protégé

Protégé Steps Up Comfort in FashionForward Heels

Protégé is founder Candace Chen’s contribution to women’s fashion — and, actually, health — through high heels designed for painless wearability and that enable women to present their best, confident selves. “Our patent-pending comfort tech enables unmatched stability, comfort and four times longer wear time,” says Chen.

“I founded Protégé because I believe women shouldn’t have to choose between beauty and pain,” she says, noting that, within the $41.4 billion heels industry, women’s comfort is still not a consideration for the majority of the heels market. Women usually have to choose between more practical footwear or being forced to be uncomfortable in their heels. And she points out that most high heel designers are male and don’t wear their own creations, and thus focus solely on the aesthetics of a shoe. “But women deserve to both look good and feel good.”

As an MIT graduate with 10 years of experience in product design, Chen never thought she would find herself in the world of fashion. But after an especially painful day in heels — when a networking event evolved into a dance party and she came home with blister-covered feet and forefoot numbness — she determined to take on the challenge of engineering painless high heels.

Chen started researching shoe design in 2019, and, 67 prototypes later, held a launch party in April 2021 and launched online sales the following September.

Her first Protégé Painless Stiletto is designed to reflect the most timeless and popular style worn anywhere, from casual settings to fashion shows all over the world, and can also be dressed up or down as work heels, date-night heels, for tradeshows or weddings or brunch with the besties.

The major obstacle to launching with an entire collection of styles had to do with capital and minimum order quantity (MOQ). Factories require a certain MOQ of each design in order to place an order, which correspondingly requires a certain level of inventory capital. Despite this challenge, Chen reports, “Protege is growing its revenue and style offerings three to five times annually and is positioned to scale to eight figures in five years.” —RaeAnne

Marsh

Protege

protegefootwear.com

Ten Figures Advances Diversity in Venture Capital

Started up to help entrepreneurs with their own startups, Ten Figures is a culturally competent management consulting and venture capital firm supporting the development of BIPOC and/or women entrepreneurs. “I believe great entrepreneurs are a mix of both nature and nurture. Now, I am trying to prove that great entrepreneurs can also be great investors by using the same philosophies and lessons in helping other entrepreneurs maximize their fullest potential,” says CEO Justin Bayless, who founded the company one year ago.

Ten Figures was created after Bayless sold Bayless Integrated Healthcare and saw there was a lack of diversity in the startup and venture capital space. In fact, he found that less than 2% of capital goes toward minority founders. This was the impetus for him to create a vehicle that allowed for the development of entrepreneurs — helping them through the very challenges he overcame to build his own company.

“I put in the time and effort and refused to give up on something I was passionate about. I’ve always called this my ‘Relentless Mentality,’” Bayless shares. Following advice from his best friend to “remain authentic and yourself with what’s important to you and let it build from there, Bayless persevered through the initial startup challenges.

Ten Figures provides resources and in-house capabilities (coaching, mentoring, and a mental health performance coach) to support early-stage healthcare companies in their growth and development by investing in them through a Special Purpose Vehicle (SPV). Ten Figures seeks entrepreneurs who can utilize the team’s expertise, guidance, and resources to sustainably grow their company and impact their community.

—RaeAnne Marsh

Ten Figures tenfigures.com

A new study from Lendio finds a record number of small businesses are opening and Arizona is the No. 32 best state to start a small business. Key findings in Arizona show 49.2% of small businesses survive five years, there are 19 incentive programs, corporate tax rates are 4.9%, companies received $7.6 million in loans per 100,000 residents, and 45,668 educated workers moved into the state. lendio.com/blog/best-states-for-small-businesses

courtesy of Protege

Photo

Commercial Real Estate Trends: Adding detached living/working spaces to property

While life has largely returned to normal following the global pandemic, COVID has had a lasting impact on the way we work and live. We started our company, Minimal Living Concepts, in 2021 to address the need for private spaces for people working or schooling from home. We created a turnkey solution that makes it easy for customers to browse predesigned units with transparent pricing and options to personalize.

Over the past two years, we have built and sold more than 60 units, and demand continues to increase. While some of our customers are using these detached ADUs (accessory dwelling units) — also called casitas, man caves, she sheds, or granny flats — as home offices, we’ve also seen a number of other popular use cases for our detached living spaces.

HOME OFFICES

A McKinsey survey conducted in June 2022 showed that 58% of employed respondents — about 92 million people — have the option to work from home for all or part of the week. As any of us who work from home know, distractions can be overwhelming, and the ability to get away to a quiet workspace is critical. We have one client who is so grateful that when his adult daughter visits, she can easily walk across the yard to her own private workspace that suits her needs perfectly.

MULTI-GENERATIONAL LIVING

We were so surprised when we saw that the majority of our customers — roughly 60% — are using their units for multi-generational living. Some are for adult children, but most are for aging parents. Our ADUs have become an affordable alternative to putting the

grandparents into an assisted living facility, plus our clients appreciate the quality of life for their parents and the peace of mind that comes from having family nearby. Plus, it’s a smart investment. In many cases, the unit is a gift from the aging parents to their children, which immediately increases the value of their home by at least the cost of the unit.

TRADITIONAL GUEST HOUSE

In today’s real estate market, and with high interest rates, a lot of people have decided now is not the time to move to a bigger home. Instead, they are staying where they are with their lower interest rate, and improving the property they have. Guest houses are an easy way to add beautiful, flexible, detached living spaces that can be used as a yoga studio or home gym, teen hangout spot, pool house, or traditional guest house. In some cases, our customers are buying a piece of land and ordering one of our units for their primary living space.

RENTAL PROPERTIES

Some of our clients rent out their units to provide an extra stream of income. As housing becomes less affordable, we’ve even seen clients renting out the unit to their friends for a rate that’s lower than what they would otherwise be able to afford.

Zander Diamont and Jared Amzallag, co-founders of Minimal Living Concepts (minimallivingconcepts.com), which designs and builds modern homes and additions, delivering predesigned units within a turnkey build process

Build-To-Rent Project in Avondale

Trilogy Investment Company, a leading national provider of build-to-rent housing communities, has created a strategic joint venture partnership with Cimbra Partners LLC (through its subsidiary Cimbra Investors Encanto, LLC) and has closed on seven acres of land at the corner of Encanto Blvd. and N. Avondale Blvd. in Avondale. The 84-unit townhome community called Encanto Villas, the first of three purposebuilt communities Trilogy plans for Avondale, will deliver its first units in the fourth quarter 2024. trilogyrez.com

Luxury Lease Villas for Litchfield Park and Goodyear

Family Development, one of the country’s premier homebuilders with a multitude of projects throughout the Southwest, has begun construction on two new luxury lease communities in Arizona: Villas Litchfield Park, which will feature 153 units, and Villas Goodyear, which will feature 151 units. Both build-to-rent projects are expected to be completed in 2024. familydevelopmenthomes.com

Two Single-Family-Home Projects Break Ground in West Valley

Landsea Homes, a publicly traded residential homebuilder, recently closed on 65 homesites and began construction on a new neighborhood called Solvida in the Estrella masterplanned community in Goodyear. The company also broke ground on 616 new homes at Citrus Park, its own masterplanned community. All homes at Solvida in Estrella and Citrus Park will contain Landsea Homes’ renowned High Performance Home features. “The homes at Solvida are perfect for first-time home buyers, while Citrus Park will feature three all-new collections of homes for first time and move-up buyers,” says Heather Cammiso, Arizona division president. landseahomes.com

A McKinsey survey conducted in June 2022 showed that 58% of employed respondents — about 92 million people — have the option to work from home for all or part of the week.

Greenlight Communities Focuses Locally on Attainable Housing

The country’s first company to focus solely on building privately funded attainable rental housing, Arizona-based Greenlight Communities, entered this year with 14 projects in development across the Phoenix Metropolitan area and further expansion into the Tucson market.

Since breaking ground on its first Cabana community in 2017, Greenlight has made attainable housing a reality for thousands of Arizona’s workers. The company has invested more than one billion dollars in these projects, with 11 currently in various development stages plus five communities that Greenlight has completed full cycle. In fact, in the Phoenix metropolitan area, Cabana Encanto and Cabana Bullard, both in Goodyear, are ready for move-in, and Cabana Happy Valley in north Phoenix is completely leased. Cabana Southern, in Mesa, is expected to welcome move-ins in July.

The end of 2022 also brought a new product to the market for Greenlight Communities as they broke ground on their first Streamliner project, Streamliner 67th in Phoenix. The Streamliner brand is Greenlight Communities’ most affordable apartment community to date. With Streamliner’s rents starting at $1,100 per month, Greenlight Communities offers a nongovernment-subsidized, private-sector solution to the state’s growing housing crisis. This is true workforce housing that educators, healthcare and retail workers, and those making an annual salary of around $40,000 a year can afford and be proud to be called home. Construction is also underway on a second Streamliner project, Streamliner 16th, also in Phoenix.

Additionally, Streamliner Aldea in Glendale breaks ground this month, which will be built alongside an additional Cabana project, Cabana Aldea.

“We started Greenlight Communities six years ago with a mission to offer Arizonans affordable and attractive workforce rental housing,” says Greenlight Communities co-founder Patricia Watts. “Government alone cannot solve our housing crisis, and those of us in the private sector have to get to work building communities people can actually afford to rent. This has been an incredible journey for us as we are getting ready to reach our 5,000th unit completed.”

According to a WalletHub study released last month, Phoenix Is the city with the second-highest rise in inflation. wallethub.com/edu/cities-inflation/107537

By combining modern design with technological advancements in construction and operations, Greenlight’s Cabana and Streamliner apartment brands provide studio, one and two-bedroom units in welllocated communities throughout metro Phoenix.

Streamlining the design and the building process and eliminating the waste has enabled the company to significantly reduce its building and construction costs, disrupting the traditional apartment model to be able to develop attainable rental housing that meets that needs of today’s budget-conscious renter. Greenlight also owns and operates an in-house general contracting and civil engineering division, all key factors that help the company deliver a superior product faster and more affordably to their renters.

—Mike Hunter

Greenlight Communities livegreenlight.com

Photos courtesy of Greenlight Communities

Cabana Happy Valley

Streamliner Aldea

MESQUITE FRESH BRANCHES OUT

• Mesquite became an official sponsor of Grand Canyon University in October 2022. The brand currently offers students and faculty 10% off meals with presentation of school ID.

• Three new Mesquite Fresh Street Mex locations are slated to open in 2023. The brand is also looking to expand into the West Valley.

• AR Concepts frequently partners with like-minded charitable organizations. Its annual Toys for Tacos holiday toy drive benefits different charities for children each year.

Ahmad Alatrash Has the Mesquite Touch

Expanding Mesquite Fresh Street Mex to a broader brand

by Kaylin Dunnett

Ahmad Alatrash’s entrepreneurial journey with his most trusted business partner, his brother Nas, began when he was 18 years old. Nas, who is five years older, was familiar with Old Town Scottsdale and its potential for an investment opportunity. He recognized a need for the area: quality food venues that were open late for partiers, students, shift workers and first responders. On a whim, they purchased an empty office space: a 500-square-foot building scarcely big enough for a kitchen and little else.

This was the birth of Mesquite Fresh Street Mex (known as Mr. Mesquite at the time), a one-stop street taco, burrito and quesadilla stand, open late to customers of all lifestyles and occupations. To separate Mesquite from the plethora of Mexican restaurants across Arizona, the brothers chose to grill the menu’s protein items over wood chips of mesquite, a tree native to the Sonoran Desert.

The small taco stand investment has since bloomed into AR Concepts, a creative concept group that oversees not just the Mesquite brand, but Scottsdale chicken sandwich and coffee shops Chickadees Chicken and Fries and Grindhouse Espresso Bar. The method behind managing multiple successful business concepts is simple, according to Ahmad: By delegating tasks between each brother, they reduce conflict and maximize productivity. Ahmad spearheads leadership efforts at AR Concepts, handling everything related to employee culture, engagement, operations and marketing. Nas focuses on the financial and partnership-building side of the business, managing AR Concepts’ funds and exploring investment opportunities.

“Separating tasks in any partnership is the most productive way to get results,” says Alatrash, leader of task delegation at AR Concepts. “Too many brains focused on the same task often results in disagreements and delay.” However, for financial or creative decisions, Alatrash says, “If Nas and I do not come to an agreement, we will usually bring in some of our partners and operations management to have that majority rule.”

DESIGNATING IDOLS, SHAPING CULTURE

As Mesquite expanded beyond the confines of cramped food stand kitchens and into Phoenix neighborhoods, the company culture did, too, with its embrace of employees having a say in management decisions. “Employees who are allowed to provide feedback are usually employees with seniority — at least two years with the company,” says Alatrash, explaining his takeaway from observing other brands was the desire to center the perspective of managers and their lower-level employees, designating role models to shape the culture of his business.

“I’m a leader, not a boss,” offers Alatrash. “It’s important that people feel taken care of and listened to. If you take care of your people, they will take care of you.”

Alatrash aims to allow a platform for frustrations to

be addressed and consumer trends to be acknowledged. Employee wins are publicly acknowledged with celebrations (especially over slices of cake). General managers at Mesquite Fresh Street Mex are regularly involved in operations and marketing meetings with the brothers, sharing feedback and advice on behalf of their employees. Meetings are bi-weekly and in-person to encourage active participation and collegial chatter over food. In fact, he seeks stories from the “front lines” when deciding everything from new menu items to future location sites — that is, from those people who work in customer service and directly interact with patrons at Mesquite Fresh Street Mex; general managers of Mesquite locations are encouraged to share on-the-job testimonials from cashiers and employees who prepare orders in the kitchen or at the counter.

Alatrash owes the success of his business model to the mutual love, respect and keen interest in entrepreneurism he and his brother share. “We’re always texting, calling each other, even before bed, with interesting ideas we have for our restaurants,” said Alatrash. “But at the end of the day, it’s just money. He’s my brother, and we cherish that bond over all else.”

Mesquite Fresh Street Mex eatmesquite.com

To separate Mesquite Fresh Street Mex from the plethora of Mexican restaurants across Arizona, the restaurant grills its proteins over wood chips of mesquite, a tree native to the Sonoran Desert.

HealthspanMD Reverses Risks of Chronic Conditions

The traditional medicate-and-operate approach dominating healthcare — and how our society perceives it — has contributed to skyrocketing chronic disease rates: Nearly 60% of Americans will be diagnosed with one or more in their lifetime, according to a 2022 American Hospital Association report. A shift in focus from retroactive to proactive care may be the solution.

Honing in on heart health to create real and lasting results, Phoenix-based preventive cardiology clinic HealthspanMD merges comprehensive guidance with science-based medical treatment to help reverse chronic diseases in at-risk patients through personalized care plans — not just prescriptions and procedures.

Having spent two decades at Mayo Clinic, founder and preventive cardiologist Robert Hurst, M.D., saw firsthand how delayed or sporadic care increased the likelihood of chronic conditions like heart disease, hypertension, high cholesterol and diabetes. In response, he launched HealthspanMD to serve as a dedicated partner in helping patients identify risks to reach their health and longevity goals.

HealthspanMD leverages a proven, three-step process and proprietary Healthspan10 method to reverse or delay the onset of chronic conditions. From blood pressure and toxin levels to restorative sleep and body composition, Dr. Hurst closely evaluates the 10 most influential risk factors to help individuals avoid the significant physical, mental and financial burden that comes with more severe health complications.

While many chronic conditions are preventable with a healthy lifestyle, Dr. Hurst knows the definition of a healthy lifestyle varies greatly for each patient. Challenging the one-size-fits-all approach to preventive care, HealthspanMD looks at the big picture to address a wider range of risks on a more personal level. —Hannah Trull healthspanmd.com

Healthcare Needs Entrepreneurs to Save Itself

When thinking of modern healthcare technology, it’s natural to focus on the gleaming, state-of-the art machines and devices that allow clinicians to explore, heal and treat the body in ways that we never imagined even a few years ago. However, while that’s accurate for medical equipment, it’s not the case for much of the rest of healthcare.

Outside of operating rooms, labs and patient rooms, our average healthcare system still relies largely on phone calls, faxes and paper to manage day-to-day operations. Based on my experience as a clinician, hospital administrator and entrepreneur, I’d estimate that healthcare overall lags other consumer-facing industries by five to 10 years in its adoption of new technology. It’s inefficient, harmful to our healthcare system and no longer sustainable.

That tardiness in adopting new technology is what led us to launch SnapNurse, a platform that solves healthcare staffing gaps by matching quality nurses and medical professionals with employment opportunities throughout the healthcare industry.

SnapNurse wasn’t the first nurse staffing business, but it became the fastest-growing because it shed the cumbersome model that positioned an agency as a slow, inefficient connector between nurses and the companies that wanted to hire them. SnapNurse lets nurses and other clinicians sign up for themselves and upload their job preferences while making it possible for hospitals and clinics to fill their staffing needs faster than ever before.

The response to this new model was electric. We were named Inc. 5000’s 2022 fastest-growing healthcare company and have deployed more than 20,000 clinicians to 1,000-plus healthcare facilities across the country. Fifty to 100 new clinicians sign up every day.

SnapNurse is headquartered in Atlanta, but opened a second office in Scottsdale in 2021 where most of our executive team and more than

100 staff now reside. That was the result of a 2020 investment from Phoenix-based Pivotal Group that has allowed us to add the necessary resources to continue to grow. We’re grateful to them for believing in us.

The success of SnapNurse demonstrates the need for healthcare to make better use of technology in such areas as staffing, recruiting, perioperative solutions, process automation and more. Much of the needed tech already has proven itself in other industries; it simply needs to be adapted for healthcare.

The COVID-19 pandemic laid bare many of the problems plaguing healthcare staffing: not enough workers, ever-increasing demands on their time and energy, and too many manual tasks and inefficient processes that prevent clinicians from working at the top of their licenses.

Nurses bear the brunt of these problems. This country loves its nurses. They were hailed as frontline heroes during the pandemic and the public regularly rates them as having the highest honesty and ethics of medical professionals. But they and other clinicians are quitting in record numbers due to burnout, overwork, low pay and inflexible schedules. McKinsey & Co. estimated that the country could be short 450,000 nurses by 2025. That would be disastrous.

SnapNurse is helping to keep clinicians in the field, but more needs to be done. I hope our success will inspire other entrepreneurs. Healthcare is not the easiest field in which to launch a business. It’s complex and highly regulated, but it’s also ripe with opportunity and our failing healthcare system desperately needs the help. —Jeff Richards is chief development officer and operation officer of SnapNurse (www.snapnurse.com), and has been a leading voice in the industry on how to use technology to streamline staffing services and bring more worklife balance to clinical professionals

Across the nation, symptoms of anxiety and depression significantly increased in adults between 2019 and 2021. A recent report from the National Alliance on Mental Illness (NAMI) says 40.8% of adults in Arizona have symptoms of anxiety or depression.

IS WHAT GIVES US PURPOSE HONOR

Honor is what motivates our team of dedicated healthcare professionals. Through passion and purpose, we come together to ensure every patient is provided with the best possible care. honorhealth.com

Tech Tools for Construction Project Managers

Successfully managing construction projects from planning to completion requires coordination between multiple parties and entities, tracking details and executing directions and follow-through to ensure the job gets done on time and on budget. For a construction project manager, tracking the moving parts and timelines is always a challenge. Fortunately, technology tools make it easier to communicate, work more efficiently and improve the management process.

Tracking the Details

Construction project management is a detailed business that requires communication. Software platforms such as Monday.com and Bloom Growth give individuals and teams the ability to track the tasks and a project’s progress. Monday.com is a centralized platform that allows communication between team members working through tasks to meet deadlines. Bloom Growth is used for setting goals, managing meetings and tracking the overall progress of a project. Both tools help keep everyone in the loop and on the same page. Smartsheet is specifically for project management. It automates the process, manages workflow and allows companies to scale up.

The AI Advantage

The emergence of AI technology tools is making its way into construction project management. There’s a lot of buzz about ChatGPT, a tool created by OpenAI that is trained to interact with users in a conversation. ChatGPT provides access to extensive knowledge and drafts detailed, well-written documents in minutes. It could be a real game changer and time saver for tasks like lease reviews and proposal writing.

Bringing Projects to Life

Matterport is a 3D data software that securely stores and manages 3D digital replicas of properties. The 3D imaging software can create accurate and detailed virtual models of construction sites. It can also help track project details, including measurements, dimensions and materials.

As a rule, construction is an industry that is slower to change or embrace technology, but embracing innovation can streamline workflows and improve efficiency and productivity to deliver better service and finished projects to clients.

—Beth Scarano, principal and CEO of Launch PM (launch-pm.com), which specializes in commercial construction project management

Technology Takes Construction Companies to the Next Level

Construction projects are underway throughout Greater Phoenix. According to local commercial brokerage firms, the Phoenix metro area has more than 46 million square feet of industrial construction and 870,000 square feet of office space in progress. While the construction business centers on the action at a job site, a significant part of the operation takes place at the office. Moreover, the inner workings of a construction company involve multiple departments that rely on technology tools to get the job done.

Building structures may be the core function of the business, but managing finances, marketing and project communications is imperative to a construction company’s success. While power tools rule the job site, technology tools empower the business to minimize cost and maximize efficiency.

TACKLING THE CHALLENGES

Communication breakdowns between stakeholders can be a significant challenge — especially when operations don’t take place under one roof. Today’s technology tools are changing that reality. Tools in cloud computing, advanced mobile devices and project management software solutions enable the various stakeholders to communicate and collaborate easily. It allows teams to share information and coordinate efforts from anywhere at any time.

Tracking project timelines and scheduling is another common challenge construction companies face. The growth of machine learning platforms helps companies manage workflow, site planning and project timelines and identify and address potential delays. Many solutions also now include built-in AI capabilities, which enhances automation capabilities and helps construction companies control costs.

CUSTOMER OUTREACH AND COMMUNICATIONS

Customer Relationship Management (CRM) software provides companies with the ability to better manage customer data and customer interactions from lead generation through final sales. CRM software solutions allow construction companies to capture and track customer communications, empowering sales and marketing teams to identify opportunities and follow up seamlessly. In addition, the software can integrate with other platforms to execute more effective and targeted sales and marketing campaigns.

Like most businesses, construction companies must continue to build their pipeline. Digital marketing, including social media and email marketing, are becoming more valuable to the B2B sector. For

construction companies, these tools are being used to expand online communications, showcase projects and increase online presence to help reach a wider audience. Utilizing integrated marketing software tools also increases brand awareness, generates more leads and, ultimately, leads to more sales.

ACCOUNTING AND FINANCE

Construction accounting software specifically designed for companies in the industry helps with job costing, project billing and financial reporting. With construction accounting software, companies can manage their finances more effectively and make better business decisions.

Automated invoicing and payment tools can help companies streamline these functions and processes, reducing the risk of errors and delays. This can also improve cash flow and reduce the administrative burden on accounting staff.

EQUIPMENT AND MATERIAL MANAGEMENT

Construction companies often have a large fleet of vehicles and equipment to manage. Fleet management software can be used to track the inventory and management of vehicles, which can help reduce maintenance costs and optimize the use and longevity of the equipment.

In addition to managing equipment and vehicles, construction companies must manage the inventory of materials and supplies. Software specifically designed for inventory management will monitor inventory levels in real-time, help companies forecast demand and optimize the ordering and purchasing processes.

INTEGRATION OF OPERATIONS

Integrating software solutions is one of the most valuable steps to improving operational efficiencies, and yet it is often overlooked. When solutions are integrated, it enhances operational efficiencies and allows users, management and executive leaders to gain a more accurate picture of the organization’s inner workings and output. This information can then be used to make decisions in real time.

Just as a construction project requires a blueprint plan for erecting a new building, construction companies need a technology roadmap for developing and integrating the necessary technology tools for taking operations to the next level. Partnering with a consulting company can help with designing and executing that technology roadmap. —Kyle Aulerich, principal at Wipfli, LLC (www.wipfli.com), a national top 20 CPA and consulting firm

“Over the last 70 years, Greater Phoenix has created a diversified tech ecosystem home to research and development, high-tech manufacturing, software companies and next-generation technologies. Today, there are roughly 800 software companies that call Greater Phoenix home, including GoDaddy, Carvana and NortonLifeLock, which went from startups to household names right in our own backyard.” —2023 Technology Report, which Greater Phoenix Economic Council created in partnership with CBRE

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by RaeAnne Marsh

Abrazo, Elisco notes, collaborates with community physicians, each of whom must also be in the business of running a medical practice; shares medical and technological information through forums open to providers from Abrazo’s as well as other health systems; and has business and community leaders serving on its hospitals’ boards of governors, providing valuable input on local healthcare needs. He points also to Arizona’s colleges and universities as important collaborators with Abrazo’s healthcare system. “Through all of these collaborations, our health network benefits by shared knowledge, understanding community needs, gaining support for workforce development, and gaining efficiencies for delivering care in the right place, at the right time,” he says.

“Healthcare is better when we work together,” says Brian Elisco, Arizona Group CEO for Abrazo Health.

Noting that the healthcare industry is experiencing a lot of collaboration and partnerships, Jim Hammond, a healthcare consultant and publisher of healthcare resource The Hertel Report, explains, “I think what’s going on is, instead of buying each other, they realize that they both have very strong brands or they both have very strong markets, and that they don’t need to sell to one another — they can just keep their identities. Because in a lot of cases, they both have great brands.”

Examples Hammond points to are Phoenix Children’s, which is taking its strong brand and doing partnerships with Dignity and with Abrazo rather than getting bought by them. Banner and MD Anderson decided to collaborate and partner rather than one buying the other. “And Mayo and ASU are always doing something,” Hammond says.

Reiterating his point that the strength of the brands in our market is very strong, Hammond says, “So why mess with it? Why have to come up with a new name, or pick one of the two names?”

Of course, if they can build on the strength of both names, all the better, which is what happened with Banner|Aetna. The purpose, however, is the same. Says Tom Grote, Banner|Aetna CEO, “I’ve seen first-hand what’s possible when healthcare partnerships and collaboration truly align, and the impact it has on members and the broader industry as well. My company, Banner|Aetna, was created with a vison to transform this traditionally adversarial relationship into a collaborative, transparent effort centered around improving the member experience.” The organization is half owned by Banner Health, the largest care delivery system in the state, and Aetna, one of the nation’s largest health insurers, which is backed by CVS Health. Under this joint venture approach, Grote explains, both parent companies share accountability for claims costs and profit or losses, which means everyone has an equal stake in getting patients the right level of care at the right time.

“Though health insurance companies and health systems both have an interest in improving the healthcare journey for consumers, they are usually on opposite sides of the payment equation which means there are major barriers to collaboration,” Grote says, noting consumers find themselves stuck in the middle, often left frustrated by challenges related to poor care navigation and a lack of cost transparency.

Sharing, “We view partnerships as deeper collaborations,” Lisa Stevens Anderson, regional market president for Equality Health, cites as one example Equality Health’s partnership with primary care practices (PCPs) like Happy Kids/Feliz Care are truly business partnerships. “We meet on a regular basis to understand their goals as a practice, we create shared goals, and continue to evolve the provided resources to achieve strategic aspects of the partnership,” she says. “Improving the overall health of their patient populations is the ultimate shared goal.”

Partnering a New View of Value

Heather Kane, CEO for UnitedHeathcare Arizona and New Mexico, says some of UHC’s strongest collaborations are borne in the form of valuebased care relationships between its coverage plans and local care providers (hospitals and medical practices), which include accountable care organizations (ACOs). “Value-based care improves quality, health outcomes and patient experience. It also helps lower the total cost of healthcare,” she says. “At UnitedHealthcare, we believe we need to keep the remarkable strengths of the U.S. healthcare system as we use value-based payment models and population healthcare models to transform it. This effort requires ongoing collaboration and continual feedback from all involved.”

Explaining that value-based care arrangements with providers pay for outcomes of care for patients, not per transaction a/k/a fee-for-service, Kane notes it places emphasis into measuring, standardizing and improving patient outcomes, as well as on access, timeliness, safety and coordination. “Patients’ experiences are placed at the center of our endeavors and care providers are focused on outcomes, value and appropriateness of care.” Population health management, another vital aspect of value-based care, is a process that includes many approaches, like improving access to care and addressing social determinants of health. Teams work to avoid expensive costs like hospital readmissions and avoidable emergency room visits. “We also have a special asset: our UnitedHealthcare clinical transformation field teams. They help identify additional opportunities, share best practices and support providers with data and technology.”

For instance, “Through our collaboration with Banner, sharing data and setting quality standards is a key tenet of this plan, which creates better outcomes and lower costs for all,” Kane says. “The cost-benefit to the patient is the result of more efficient, higher-quality and thus lower-cost care delivered by the provider, Banner, through its ACO.”

From an accountable care perspective, Kim Shepard, market president of Cigna Healthcare of Arizona, notes Cigna has a number of collaborative accountable care (CAC) arrangements in Arizona, pointing out that accountable care arrangements, including CAC arrangements, have existed for some time. “In fact, Cigna Healthcare just celebrated its 15th anniversary of its CAC program,” she says. She sees these value-based arrangements becoming more prevalent as health plans move to paying providers based on improved health outcomes instead of the traditional fee-for-service model, which pays providers based on volume. “These programs are aimed at providing better overall health, affordability and experiences for communities.”

Overall, Shepard says, “When it comes to healthcare and how we partner with both our employer clients and providers, one phrase comes to mind: better together.” Cigna is committed to collaborating with various partners to ensure it is serving both the physical and mental health needs of the customers being jointly served. “Whether it’s through things like accountable care arrangements, in which we partner with providers on improved health outcomes for our customers, or more tailored innovations to best suit the needs of an employer’s workforce, Cigna Healthcare is always looking for ways to make the healthcare system work better for everyone.”

—Heather Kane, CEO for UnitedHeathcare Arizona and New Mexico

A Wider Reach for Access

“You might say that Equality Health’s business model is rooted in partnerships — teaming up with other organizations is at the core of the model we have built and in our DNA,” says Lisa Stevens Anderson, regional market president of Equality Health. This focus comes from recognizing that, while healthcare is complicated for everyone involved, those complications are acutely apparent among people who have complex chronic conditions in underserved communities, which present additionally challenging circumstances.

“Healthcare disparities are prevalent across the U.S. and Equality Health was created to improve access to quality care for people who have long struggled and need it the most,” Anderson explains. As a value-based care leader, Equality Health is working to shift the overall healthcare industry from the currently entrenched fee-for-service model to value-based care, an important movement to enhance patient outcomes and population health and reduce healthcare costs.

“We focus on independent PCPs who are challenged by the administrative burden associated with value-based care. We support these practices with the tools, training — including culturally competent care training — and technology that streamlines their clinical workflows, allowing their providers to focus on practicing medicine,” Anderson says. “We view PCPs as the engine of change because they are the first and often the continuous point of care for people in underserved communities.”

Equality Health partners all day, every day with key stakeholders across local markets throughout Arizona. Its partnerships include managed care organizations, local PCPs and community-based organizations, along with the member patients themselves, to ensure people most in need get access to vital healthcare and other resources in order to optimize their health.

Additionally, Equality Health Foundation extends those partnerships to improve the health of communities.

Partnerships are also big with managed service organizations, according to Hammond, who provides a purely practical rationale. Explaining that there’s the provider side of the business and the administrative side of the business, he says, “Sometimes the providers are saying it’s too hard to be the administrative side of the business; we’re just going to buy that — or partner with somebody who can do that for us.”

Being one-of-a-kind can make an organization an attractive partner to others, and Phoenix Children’s has several partnerships that Rich Lehmuth, senior vice president and strategic planning and chief strategy officer for Phoenix Children’s, says stand out for their impact on Arizona patient families. “As Arizona’s only pediatric health system, we make it our mission to ensure children statewide have access to world-class healthcare, whether they’re facing a chronic illness, traumatic injury or need primary and preventive care,” he says. Over the past 20 years, Phoenix Children’s has made it a priority to expand its clinical ranks to offer comprehensive, fully integrated care within its health system. “Still,” he says, “we’re keenly aware collaboration is key to building innovative programs, offering cutting-edge treatments and best serving our patients. Our partnerships with healthcare, business and educational organizations in Arizona and nationwide enable us to offer the full spectrum of high-quality, patient-centered care Arizona families need and deserve.”

Among Phoenix Children’s collaborative partnerships are Bone Marrow Transplant Program, which is jointly accredited with Mayo-Phoenix, and the Barrow Neurological Institute at Phoenix Children’s, to care for children with neurological, behavioral and mental health conditions.

“Value-based care improves quality, health outcomes and patient experience. It also helps lower the total cost of healthcare.”

Community Matters

For Cigna, Shepard share, “One tailored partnership that comes to mind is Your Call, a collaboration that Cigna Healthcare has with the City of Scottsdale and HonorHealth, that is designed to address the specific health needs of the city’s firefighters.” The goal, she explains, was to go deep into firefighters’ working environments to develop a personalized approach to their care. “Doing so helps us support firefighters as they develop lifelong health-management behaviors on and off the job, as well as in retirement.”

Equality Health also gets involved in local communities through its nonprofit Equality Health Foundation, to deliver support and partner with communitybased organizations that include federal, state and local municipalities. For example, Anderson shares, “During the pandemic, we created a public-private alliance that delivered life-saving and preventive COVID-19 resources and services in diverse, underserved communities that simply didn’t have access.” Equality Health Foundation worked with many community partners to deliver testing, vaccines, immunizations, medical care and social support, as well as hand sanitizers and masks during the height of the pandemic to nearly 90,000 Arizonans across multiple counties: Maricopa, Yuma, Pima, Santa Cruz and the

Building Workforce

Addressing other goals and benefits, Elisco speaks to Abrazo Health’s strong commitment to workforce development. “Some of our most collaborative and beneficial partnerships involve relationships with nursing and medical schools,” he says, noting there will always be a need for nurses, physicians and other clinical staff. “We have forged relationships

San Carlos Apache Tribe. “The work of this public-private alliance still continues, delivering support for pandemic recovery, healing, building resiliency and helping people get boosted with the vaccine.”

Hammond notes that the collaborations with community service organizations allow those community service organizations to get some revenue. “AHCCCS has broadened the scope of services they’ll reimburse to include some services offered by community service organizations, like counseling or transportation or other things that are helpful and worth spending money on but offered by organizations that are, traditionally, not healthcare providers.” Underscoring a crucial point, he adds, “And they’re not traditionally built to bill a payor. So, they need to partner with someone who already does that.” Seeking to add a new skill set, an organization may decide it makes sense to partner with someone else, and then the partner gets paid a fee for managing that part of the business that the community service organization doesn’t have. “For instance,” he says, “it’s silly for a notfor-profit assistance org to have to build a claims department.”

with nursing and medical schools to facilitate a strong pipeline of quality providers for our hospitals.” Abrazo also supports career ladder programs for its own employees to advance their skills and leadership.

Abrazo has been partnering with medical schools for years through its graduate medical education programs, Elisco shares. “This helps meet hospital staffing needs and reduce time new grad RNs need to become acclimated to the Abrazo way and their new position. These workforce development programs help meet current and future needs for hospital staffing, as well as bringing new physicians into the community as they graduate from our residency programs.” And Elisco adds, “It’s fundamentally important for the State of Arizona as we continue to develop our workforce to meet present and future needs.”

“I think people are exploring opportunities to work together rather than do a purchase and take people over.”

—Jim Hammond, The Hertel Report

Sharing Expertise

Through the partnership that created Banner|Aetna, the new organization has both operational and clinical expertise from these different organizations. “And we allocate services based on proficiency,” Grote says. “So, in our case, the insurance side (Aetna) manages the operational aspects of the health plan, like paying claims, billing and customer service. This keeps care decisions with Banner Health providers, who focus their efforts on improving care quality and access and managing utilization.” He believes this will continue to drive truly innovative, integrated solutions that address common consumer pain points like billing confusion and care management.

“When it comes to taking care of members who have complex or chronic health conditions like heart disease or diabetes, our unique payvider relationship also creates a foundation for keeping care decisions in the hands of the clinicians and patients, where they belong. Our care management program is staffed by Banner Health doctors, social workers, case managers and dieticians so the people who already care for our members are guiding them down the path to better health.”

Grote describes Banner|Aetna as having a unique structure that, he believes, provides such advantages as richer data and more interoperability across member touchpoints. “And most importantly,” he says, “we have greater accountability for more sustainable cost savings.”

Partnership was key to Blue Cross Blue Shield of Arizona launching its Clinical Rapid Response Team last year. Says Pam Kehaly, president and CEO, “We knew we could not do this work alone — we needed to link up with other Arizona healthcare industry leaders to make it all possible. To speed up appointment timelines, for example, we started reaching out to providers with different specialties in our network, hoping they would want to help.”

This team was formed to make it easier for Blue Cross Blue Shield of Arizona members faced with a life-altering diagnosis by helping them navigate the healthcare system and clear barriers where possible, assisting with things like accelerating necessary approvals for procedures, treatments and medications; expediting appointments with in-network providers; identifying solutions to support care from unique specialty providers who are out of network; and making connections with BCBSAZ’s experienced care managers and other supportive community resources.

“The Rapid Response team helps our Blue Cross Blue Shield of Arizona members get the answers they need, particularly those who experience a serious diagnosis like cancer or Multiple Sclerosis,” Kehaly says. “We have a direct email that takes members to the right person, at the right time — connecting them to support when they need it most.”

Electronic integration is a big part of partnership, enabling files to better connected and data to be shared, and Hammond points to ACOs’ interest in working with IT companies in order to mine for data, figure out who their at-risk members are and the best ways to reach those people.

Integration also connects with another very hot topic, Hammond notes: behavioral health. “How do you talk about mental health in your primary care practice?” he asks. “Or how do you give people primary care if they’re in your mental health practice?” According to Hammond, there’s a lot of federal money and state money being pushed toward behavioral health integration. “The old stigma of ‘go to the doctor for healthcare and a shrink for your mind’ is outdated. You are a holistic being and it’s all connected, so why do we split that out.” Observing that there’s a lot of stigma-challenging going on right now about where patients should go for their mental health, he says one solution is behavioral health organizations partnering with primary care organizations. In fact, he says, “There’s a lot of federal encouragement to integrate behavioral health with physical health networks, including funding through the Targeted Investment Program.”

He calls out evolvedMD as a great example of this. “EvolvedMD is a behavior health organization that plugs into the primary care. No new offices needed; they put professionals on-site in these places to do behavioral health at the primary care office. And it gets billed by the primary care office, so it looks and smells like it’s being done by the primary care organization. but there’s really a behavioral health organization in there, too.” EvolvedMD did a lot of its growing during COVID, and realized there was no need to rent more spaces but rather put a counselor into a space already in the primary care office. “Patients can get their care in same place and it’s all integrated into the same record.”

In the healthcare industry overall, Hammond says, “I think people are exploring opportunities to work together rather than do a purchase and take people over.” Noting that going through a purchase and actually buying another organization is hard and expensive, he offers, “With collaboration, you don’t have to go through all that; just cooperate with each other.” Each can take advantage of the other’s expertise, and having another perspective is appreciated as they go into it with the attitude, “Let’s learn from each other without having to buy each other.”

Abrazo Health abrazohealth.com

Banner|Aetna banneraetna.com

Blue Cross Blue Shield of Arizona azblue.com

Cigna cigna.com

Equality Health equalityhealth.com

evolvedMD evolvedmd.com

Hertel Report, The thehertelreport.com

Phoenix Children’s phoenixchildrens.org

UnitedHealthcare uhc.com

Abrazo Health

Workforce development gets a big push in Abrazo’s partnerships with nursing and medical schools – which, ultimately, improves delivery of healthcare services. “Abrazo has been partnering with medical schools for years through our graduate medical education programs,” says CEO Elisco, noting that Abrazo includes residents as an integral part of the healthcare team. Abrazo’s residency programs include Family Medicine, Emergency Medicine, Internal Medicine, General Surgery, Transitional Year and a Cardiology Fellowship. “There are 109 residents and two cardiology fellows in training at Abrazo hospitals. The Abrazo Family Medicine Residency has a close relationship with Midwestern University, which runs a clinic on the Abrazo Central Campus.”

Abrazo’s partnerships with nursing schools include Arizona State University, Grand Canyon University, Chamberlain University and, Elisco says, “of course the Maricopa County community colleges.” Explaining, “These collaborations provide increased visibility for

Abrazo on-campus to introduce students to our hospitals and the support,” Elisco says Abrazo provides for new grad RNs through externships and novice nurse programs. “For example, teams of student nurses can be placed in areas of critical need like Surgery, ICU, Emergency and other departments. Students are immersed in learning Abrazo standards, protocols and policies and culture. Upon successfully passing the NCLEX exam the student, now a new grad RN, can be transitioned to an RN position with minimal orientation hours since they have spent the last 12 to 18 months as student and extern in the same area.”

All of which supports Elisco’s previously included statement, “These workforce development programs help meet current and future needs for hospital staffing, as well as bringing new physicians into the community as they graduate from our residency programs. It’s fundamentally important for the state of Arizona as we continue to develop our workforce to meet present and future needs.”

Banner|Aetna

Banner Health and Aetna established an initial partnership while working together as part of an early accountable care organization. As an ACO, both organizations shared responsibility for the quality, cost and coordination of care, and found success in terms of membership growth and cost savings. But the model still limited how much they could collaborate to fundamentally transform the healthcare experience for members. In 2017, Banner|Aetna officially launched. “The company was built on this foundation of trust, with 50/50 financial alignment between health system and payer as one of the earliest joint venture health plans, or ‘payvider’ models, in the country,” says CEO Grote.

With the aim to make the healthcare system work better for everyone, Grote says, “As a nimble, Arizona-based company with pooled support from powerhouse parent organizations, Banner|Aetna is in a unique position to bring member-focused, cutting-edge solutions to market rapidly. We set the standard for healthcare innovation in Arizona and have proven our ability to scale initiatives to other markets to improve the health of even more people.”

Banner|Aetna has both operational and clinical expertise from these different organizations and allocates services based on proficiency. And Grote observes that its unique structure comes along with advantages like richer data and more interoperability across member touchpoints.

“For example,” Grote shares, “at the onset of the pandemic,

Banner|Aetna was the first insurer in the country to make text-based primary care available to members as demand for alternative health care delivery methods surged. And, of course, our novel frictionless billing solution puts members first to solve complicated, industrywide issues with the cumbersome medical billing process. Due to positive reception among members, Banner Health is now looking to expand the program.”

And Grote notes that, when it comes to taking care of members who have complex or chronic health conditions like heart disease or diabetes, “ours unique payvider relationship also creates a foundation for keeping care decisions in the hands of the clinicians and patients, where they belong.” The care management program is staffed by Banner Health doctors, social workers, case managers and dieticians, so the people who already care for the members are the ones involved in guiding them down the path to better health.

“We have also been able to rapidly implement life-changing technologies like a virtual diabetes program to help members manage their condition without the use of expensive medication,” Grote says, noting that in less than a year, the team was able to provide access to the program — producing results of a 48% reduction in diabetesrelated medication use and even diabetes reversal for Banner|Aetna participants. “And even better, a two-year retention rate of 70% shows members stick with the program and achieve a sustainable health transformation.”

“Abrazo has been partnering with medical schools for years through our graduate medical education programs.”

—Brian Elisco

Blue Cross Blue Shield of Arizona

As Blue Cross Blue Shield of Arizona launched its Clinical Rapid Response Team, the organization recognized the need to link up with other Arizona healthcare industry leaders and started by reaching out to specialists in its existing network asking if they were willing to get on board.

“Dr. Barry Hendin, a Valley neurologist, was among the first to say a resounding ‘absolutely,’” President and CEO Kehaly relates. “After meeting with our Rapid Response Team and learning about our efforts, Dr. Hendin is eager to help our members with Multiple Sclerosis who reach out to the Clinical Rapid Response Team. That means we can rely on him as our go-to in-network provider for members with Multiple Sclerosis. If we get a Multiple Sclerosisrelated email in our Rapid Response inbox, we will call Dr. Hendin to see if he can, for example, prioritize the member’s appointments to cut down on wait times and worry. As there are different types of Multiple Sclerosis with varying degrees of severity, getting in the door for treatment early is crucial.”

With that shared passion to improve the health of those living with Multiple Sclerosis, BCBSAZ formalized this collaboration as the ‘MS Community of Practice.’ And Kehaly says, “We are thrilled that five other key providers in the state are now on board.”

The group held its first official meeting in February. Says Kehaly, “The MS Community of Practice is just getting started, and we are excited to see our vision and shared goals come to life. Nearly one million people in the U.S. have Multiple Sclerosis, according to the National Multiple Sclerosis Society. Our goal with this collaboration is to remove barriers and increase access to care and treatment for affected Arizonans. Getting a serious diagnosis is tough enough and navigating the often-complex healthcare system should not be an added layer of concern.” She believes the MS Community of Practice will allow BCBSAZ

to look at the healthcare system from all angles, and help it identify what it can improve so that people with Multiple Sclerosis can live their most fulfilling lives.

“Our MS Community of Practice empowers us to think bigger and do better,” Kehaly says, explaining BCBSAZ will use feedback from the providers in the MS Community of Practice about medical policies related to Multiple Sclerosis therapy to understand where there are opportunities for improvement or better alignment.

“Because they work directly with those living with Multiple Sclerosis and are up-to-speed on the latest advances in their field, we place a great deal of trust in and value their insights,” she says, adding, “As we reexamine our own policies, we are also looking to encourage a national dialogue about Multiple Sclerosis therapy and different approaches to MS care through the Blue Cross Blue Shield Association. We want to engage providers in insurance policy conversations because their input is vital and could ultimately change the way people with Multiple Sclerosis receive care.” In fact, she says, “We hope this collaboration inspires other healthcare organizations and industry leaders across the country to think outside the box. While our MS Community of Practice is new, it can serve as a blueprint for how health plans and providers can partner to streamline care delivery, optimize health, and develop new approaches to care.”

While providers and health insurance organizations have different roles in the healthcare system, Kehaly notes they have the same goal of impacting health. “We realize that when we work in silos, we may overlook the greatest opportunities to innovate solutions and improve healthcare for those who need it most. Bringing the greatest minds to the same table with diverse ideas and expertise can make all the difference in improving the lives of Arizonans.”

““We hope [our] collaboration inspires other healthcare organizations and industry leaders across the country to think outside the box. While our MS Community of Practice is new, it can serve as a blueprint for how health plans and providers can partner to streamline care delivery, optimize health, and develop new approaches to care

—Pam Kehaly, President and CEO of Blue Cross Blue Shield of Arizona

Cigna Healthcare of Arizona

In collaboration with the City of Scottsdale and HonorHealth, Cigna formed Your Call in March of 2021 to address the specific needs of the city’s firefighters. Explains Arizona Market President Shepard, “There are so many firefighters who have experienced job-related illness due to cancer-causing agents and other toxic exposures. Cancer risk, in particular, has compelled fire departments to look for

different strategies to combat and manage health disparities.” In fact, she notes the National Institute of Occupational Safety and Health has indicated that firefighters are more than twice as likely to be diagnosed with an invasive cancer as the average person. Firefighters have increased exposure to cancer-causing agents, which increases the prevalence of colon cancer, kidney cancer, bladder cancer, brain

— Kim Shepard, Market President for Cigna Arizona

cancer and lymphoma. “As a result of this, Cigna Healthcare sought to perform more aggressive screening of firefighters from our government clients and their medical consultants.”

In addition to increased cancer risk, Cigna also recognized that firefighters can suffer from chronic injuries, often have health challenges in retirement, and many lack a primary care physician. Says Shepard, “We saw this as an opportunity to work on a solution to prevent premature deaths and improve the overall health and vitality among firefighters.”

Your Call is available to every Scottsdale firefighter at no cost. HonorHealth is the program’s dedicated provider, offering concierge phone service, a dedicated care coordinator and four doctors trained in firefighter health protocols. These doctors check in with firefighters on their physical and emotional well-being, evaluate current health issues based on the challenges firefighters often face, and order targeted firefighter screenings. This includes screenings for depression and anxiety, genetics, physical fitness, heart and lung disease and cancer.

Overall, this program is aimed at early detection and prevention of diseases and illness among firefighters, which helps manage costs

Equality Health

by identifying and treating expensive conditions early on, Shepard explains. “This, in turn, creates efficiencies across the board for Cigna Healthcare, HonorHealth and the City of Scottsdale, especially due to features like care coordination in which we can work with providers on coordination of health services (be it referrals, medications or social determinates of health needs) for our customers.”

Your Call is one example of Cigna’s long record of partnering with clients and providers to bring unique healthcare innovations to its customers within local markets. And Shepard sees Arizona as a model in terms of how Cigna might address other high-risk workforces across the country. “We know that cancer screening does not prevent cancer, but good primary care promotes early detection and results in higher survival rates. Working with our firefighter customers and provider partners, we have identified key intervention points within the firefighter health care journey — and programs like these really set us apart in the market both nationally and locally. While we have developed Your Call in Arizona, we have created initiatives in other markets that are focused on critical areas like maternal health and breast cancer screenings.”

“You might say that Equality Health’s business model is rooted in partnerships — teaming up with other organizations is at the core of the model we have built and in our DNA,” says Regional Market President Anderson. “We believe strongly that partnerships in healthcare are crucial to creating a working health ecosystem. Our approach has allowed Equality Health to have the opportunity to impact the lives of 750,000 people through our collaborative partnerships with 25 health plans and more than 3,200 PCPs across our broad network throughout Arizona, Texas and Tennessee.”

As she explained earlier, Equality Health focuses on partnering with primary care practices, which, she points out, are a crucial point of care for patients, especially in underserved communities. “Happy Kids/Feliz Care is a wonderful example of our partnership with localized PCPs,” she shares. “This is a pediatric and primary care practice based in Phoenix with 11 clinic locations across the metro. This practice was founded by Dr. Jose Francisco Carrazco decades ago and they took a chance on a new value-based care partner right when Equality Health was starting out. They were one of our first PCPs to join the Equality Health value-based care network back in 2017 and they have been with us ever since!”

Equality Health works with Happy Kids/Feliz Care across all

their value-based contracts and supports the practice with a range of technology and services, including access to value-based risk contracts; providing a dedicated performance practice manager who helps the practice gain access to social determinants of health services like housing, food and transportation for their patients in need of such services; and offering the CareEmpower technology platform, which helps the practice track patient populations and report for the new value-based care quality metrics.

“We allow Dr. Carrazco and his team to focus on delivering wholeperson, culturally competent care to patients and we unburden the team of the heavy administrative work of value-based care administration,” Anderson says.

Anderson notes that, nationally, there is a major push to complete the healthcare industry’s transition from fee-for-service to valuebased care, which has been going on for more than a decade. In fact, she points out, according to the Centers for Medicare and Medicaid Services, all Medicare payments and the vast majority of Medicaid payments will be governed by value-based contracts by 2030. Says Anderson, “Arizona is at the forefront of value-based care, and we are tremendously proud to be a part of driving the change with committed partners throughout our community.”

“There are so many firefighters who have experienced job-related illness ... As a result of this, Cigna Healthcare sought to perform more aggressive screening of firefighters from our government clients and their medical consultants.”

Phoenix Children’s

“Our mission is to advance hope, healing and the best healthcare for children,” says Phoenix Children’s SVP Rich Lehmuth, noting it is the touchpoint for every decision at Phoenix Children’s, from hiring and expansion to its investment and partnership strategies.

In addition to the collaborative partnerships mentioned earlier in this article, Lehmuth shares several of Phoenix Children’s other partnerships that he believes stand out for their impact on Arizona patient families.

One of its collaborations with ASU is the Edson College of Nursing and Health Innovation. In 2018, Phoenix Children’s and ASU formed a joint operating commission (JOC) to enhance educational opportunities and research efforts, train the next generation of pediatric clinical talent and address a looming nursing shortage — especially in specialty care. First up for the JOC was the 2019 launch of two new programs: The Dedicated Education Unit, as well as The Acute Care Pediatric Nurse Practitioner Doctor of Nursing Practice and Certificate Program Curriculum.

DEU for undergraduates provides nursing students with 45 hours of elective time at the pediatric patient bedside. They’re paired with a nurse preceptor for six full nursing shifts, giving them valuable clinical experience earlier in their education.

The Acute Care Pediatric Nurse Practitioner DNP and Certificate Program Curriculum trains graduate-level nursing students to care for children with acute medical needs. In addition to DNP-level coursework and clinical hours, students in this program complete a major intervention project in their third year of study. They identify an issue in patient care, conduct ongoing research and implement a solution within a department. Their insights and research are then integrated into Phoenix Children’s care model.

Says Lehmuth, “Not only does the program provide additional opportunities for ASU students, but it fills the pipeline with workforce-ready nurses specializing in pediatric care.”

And Phoenix Children’s has numerous research and education partnerships with medical schools, which include the University of Arizona College of Medicine, Mayo Medical School and Creighton University School of Medicine to teach the next generation of pediatric doctors and specialists.

Observing that few things are more important than high-quality medical care for newborn babies, especially when their health is at risk, Lehmuth points to Phoenix Children’s ongoing partnership with Dignity Health. “We began providing the neonatologists for the NICU at St. Joseph’s Hospital and Medical Center in July 2021. Under the leadership of Gregory Martin, M.D., Phoenix Children’s division of neonatology is consistently ranked among the nation’s best by U.S. News & World Report’s ‘Best Children’s Hospitals.’ This means Dignity Health families have access to top-ranked, best-in-class newborn care along with pediatric subspecialists in more than 75 specialty areas

Another major highlight occurred just recently. “We put a major stake in the ground when Phoenix Children’s and the University of Arizona College of Medicine – Phoenix, appointed Vladimir Kalinichenko, M.D., Ph.D., as director for the Phoenix Children’s Research Institute at the University of Arizona College of Medicine – Phoenix and professor of Child Health with tenure in March 2023,” says Lehmuth. Dr. Kalinichenko is internationally renowned for his research in lung development and regeneration. His role at Phoenix Children’s will include recruiting established scientists to Arizona, nurturing the next generation of researchers, securing grant funding and advancing scientific inquiry across the health system in Arizona.

And then there’s the Phoenix Children’s Care Network.“In 2013, we created Phoenix Children’s Care Network, the nation’s first Utilization Review Accreditation Committee-accredited pediatric clinically integrated network,” says Lehmuth, noting PCCN includes more than 1,200 pediatric providers who deliver care across more than 75 subspecialties across Arizona. The network includes 80% percent of specialists and 50% percent of primary care providers in the state.

Lehmuth notes PCCN’s care delivery model is designed around value-based contracting as opposed to the standard fee-forservice. “Early on, we tasked our practitioners with developing the benchmarks against which they’re measured. Physician and network partners committed to 14 primary care measures and 34 specialist metrics encompassing safety, quality and transparency outcomes. Reimbursement rates are now tied to these measures, holding us all to a high standard of quality outcomes at a lower cost,” he says.

Phoenix Children’s

“A top-ranked pediatric health system also reinforces Arizona as a great place to live and work and a more attractive state to do business.”

—Rich Lehmuth, Senior Vice President at

“Guided by our mission, we continually raise the level of care we provide and strengthen our reputation both locally and nationally. This is evidenced by our rankings with national organizations like U.S. News & World Report,” says Lehmuth, noting that Phoenix Children’s has been recognized for 12 consecutive years as Arizona’s only ‘Best Children’s Hospital.’ “In addition, our programs have received many

UnitedHeathcare Arizona

UnitedHealthcare in Arizona launched a collaborative relationship with Banner Health Network under the plan name Arizona Doctors Plan in January 2021. The plan provides personalized and seamless customer support and flexibility in accessing care from 15 Banner Health medical centers across Maricopa and Pinal counties. “This,” says CEO Kane, “is a terrific example of payers, health systems and primary and specialty physicians working collaboratively to keep members in optimal health while reducing costs. Arizona Doctors Plan members have access to care from more than 5,000 physicians in the Banner Health Network, all of whom are dedicated to delivering costeffective and evidence-based care.”

Kane explains the plan offers members the opportunity to save up to 15% on premiums compared to a traditional PPO offering; offers access to primary care and urgent care visits for a $0 co-pay, as well as 24/7 telehealth visits and care coordination driven by their primary care physician. “The design of the plan helps to create a seamless experience for both fully insured and self-insured members,” she says.

“Rewarding excellence in healthcare delivery based on patient outcomes has been proven to reduce healthcare costs, improve quality and enhance the patient experience,” Kane says, noting this is a change as the United States healthcare system has been dependent on a volume-over-value approach, rooted in a fee-forservice payment system that compensates physicians, hospitals, manufacturers and other healthcare providers for each service, test,

designations that attest to the high-quality care we provide.”

“All of this matters because families in Arizona — and those moving here in record numbers — need and deserve local access to world-class care,” Lehmuth says. “A top-ranked pediatric health system also reinforces Arizona as a great place to live and work and a more attractive state to do business.””

drug and device delivered. “Because of our ongoing commitment to this access, quality of care and affordability effort, 14.4 million UnitedHealthcare members currently access care from physicians in value-based arrangements.”

As Kane notes, “Part of our work to advance a value-based system of care is rooted in the meaningful opportunity to drive better outcomes and greater affordability for consumers and the health system by helping people access high-quality care in a low-cost setting.” In fact, she points to research by UnitedHealthcare Group (www.unitedhealthgroup.com/content/dam/UHG/PDF/2021/ Site-of-Service-Research-Brief.pdf) that shows shifting routine outpatient procedures from a hospital outpatient department to a lower-cost ambulatory surgery center could save $75 billion over the next decade.

Abrazo Health abrazohealth.com

Banner|Aetna banneraetna.com

Blue Cross Blue Shield of Arizona azblue.com

Cigna cigna.com

Equality Health equalityhealth.com

Phoenix Children’s phoenixchildrens.org

UnitedHealthcare uhc.com

“Because of our ongoing commitment to this access, quality of care and affordability effort, 14.4 million UnitedHealthcare members currently access care from physicians in value-based arrangements.”

—Heather Kane, CEO for UnitedHeathcare Arizona and New Mexico

Expanding Workforce Development

Businesses benefit from workforce development programs for disadvantaged and underrepresented populations

by RaeAnne Marsh

A hot topic these days is businesses’ difficulty in filling open positions. Creating a pipeline or directly supplying workers are organizations who contribute to workforce development through their focus on serving disadvantaged or underrepresented populations.

DISADVANTAGED BRING UNEXPECTED STRENGTHS

Phoenix-based One Step Beyond, Inc. is a private, nonprofit organization that provides comprehensive programming and services for adults who have developmental or cognitive disabilities. One Step Beyond empowers its members to achieve independence, self-sufficiency and employment through innovative culinary, education, fitness and arts programs as well as strategic partnerships with local businesses that enable participants to contribute to and achieve greater social participation in their communities.

“From a statistical standpoint, people with disabilities are going to be some of your best employees,” says One Step Beyond CEO Madison Blanton. “Not just from performance but from retention. They’re going to show up every day, they’re going to be proud of what they do, they’re going to work hard, and they’re loyal. They’re going to stick with you.”

Statistics she cites should make any employer sit up and take notice. A study of 8,500 persons with disabilities in competitive employment found a nearly 85% job-retention rate after one year as measured by companies like DuPont and Sears, which measure retention rates — and HR experts estimate the cost of a single turnover ranges from 93 to 200% of the employee’s annual salary. A survey of 250 supervisors in 43 businesses showed supervisors are as satisfied with the performance of their employees with disabilities. According to Safeway, “These workers’ time and attendance records tell the story. Their numbers are far superior compared to those of employees who are not disabled. They deliver incredible customer service.”

Blanton notes that other benefits include having a more inclusive and diverse workforce. “The more diversity you have, the better your workforce is going to be because you’re getting different perspectives and you’re

APR.

able to look at problems and find solutions from different angles that you wouldn’t be able to do if you just had a full White and male and non-disabled workforce.” For example, she relates, “Microsoft has actually looked at hiring people with autism in particular because they have a unique perspective on the world. But also, when it comes to problem solving, they’re more focused; because of that they may find solutions to problems that we may not be able to — and maybe faster than we would be able to.”

There is also an impact on company culture and recruiting. “It’s a good PR thing to not just say you’re an inclusive workforce but have really hard examples. And that’s huge right now for our society, and also for recruitment.” Blanton points out, “A lot of young people especially, when they look at employers, they’re not just looking at salary and benefits. While that’s important, they’re also looking at culture. For a lot of our young people, inclusivity and diversity are really high on that priority scale.”

TECH PIPELINE FOR SINGLE MOMS

Dress for Success Phoenix provides a comprehensive range of wraparound programs for adults and teens, and CEO Tamala McBath notes the independent 501c3 nonprofit organization partners with an impressive group of 160 nonprofits in the state to provide referral services and has assisted more than 19,000 women since opening its doors in 2009.

“As a full-service workforce development organization, Dress for Success Phoenix offers 11 life-changing programs,” says McBath. Among these are Fast Track to Success, which provides competitive professional skills that include one-on-one career coaching; Teen Workforce Initiative, which helps teens successfully enter the workforce through education and empowerment; EducateHER/Pathway Program for Single Moms; and a re-entry program, which helps formerly incarcerated women find sustainable employment.

Last year, DFSP was selected by Women’s Foundation for the State of Arizona as the nonprofit partner to launch the “Pathways Program for Single Moms” in the state’s central region.

“From a statistical standpoint, people with disabilities are going to be some of your best employees,” says One Step Beyond CEO Madison Blanton. “Not just from performance but from retention. They’re going to show up every day, they’re going to be proud of what they do, they’re going to work hard, and they’re loyal.”

“The Pathways Program for Single Moms in Central Arizona has 23 programs across the 10 Maricopa Community Colleges that are eligible for this funding,” says McBath, referring to participants being awarded 100% paid tuition for a one-year certificate in technical education as well as QualityFirst/Kindergarten-ready childcare; a stipend to use toward living expenses, computer equipment, transportation, and more; as well as emergency funds. “These are primarily Fast Track Certificates and short-term programs leading to industry credentials in the following high-demand areas: applied technology; business, entrepreneurialism, and management; computer and information technology; education; and health sciences,” she explains.

“At its core, Dress for Success Phoenix is a workforce development organization. The Pathways Program for Single Moms program is another tool that allows us to help more women prepare for growth and selfsufficiency,” says McBath.

MORE FOCUS ON RESKILLING AND UPSKILLING

Scottsdale-based Early Warning Services, LLC, owners of Zelle, earlier this year formed a sponsorship grant and hiring partnership with national nonprofit workforce development organization Merit America. The grant and partnership will provide technical skills training and career development opportunities to individuals without college degrees in the Phoenix Metro Area.

“Given all the talk of hiring freezes, budget cuts, and layoffs, it’s no surprise that the benefits of reskilling and upskilling existing talent have never been more vital,” says Connor Diemand-Yauman, co-founder and co-CEO of Merit America. “Partnerships like the one announced between Merit America and Early Warning provide a path for businesses to invest in strong, entry-level talent. Our relationship is symbiotic: Workers look to their employers for increased opportunities at work and businesses are rewarded with satisfied and productive employees who fill talent gaps and drive business growth.” He cites a joint Amazon and Gallup study, which found 71% of workers who participated in upskilling programs reported job satisfaction, and the World Economic Forum’s 2021 report, which found that the U.S. could generate a 3 to 4% boost in its GDP by 2030 by reducing skills gaps through upskilling, demonstrating that upskilling is in the best interest of businesses and workers alike.

The available programs offer training for in-demand technical skills including IT support, Data Analytics and Java Development, along with professional skills development and personalized career coaching to prepare learners for new roles. Through this partnership, Early Warning will help bolster the reach and impact of these programs by facilitating introductions to other local partners and employers. The opportunities stemming from Early Warning’s grants will focus on serving underrepresented groups in tech, including women, gender-nonconforming and nonbinary individuals. a. Underrepresented groups include minority populations, women, gendernonconforming and nonbinary individuals. In the U.S., Black professionals comprise less than 15% of the tech workforce and women make up 28%. LGBT+ comprise less than 10% of tech developers.

“Merit America sources candidates for the hiring partnership by reaching out to its graduates in the desired locations who meet Early Warning’s hiring needs,” says Diemand-Yauman. “Like with all our great partnerships, we work in tandem with Early Warning to leverage their extensive state and local network to identify great candidates for our reskilling and upskilling programs.” Other companies Merit America has partnered with in the past and businesses that have hired through them include Amazon, JP Morgan Chase, and Infosys.

“Merit America’s programs teach the skills employers need through blended learning programs that combine the best of online learning with

world-class coaching and personalized support. Our programs include IT Support, Java Development, Data Analytics, and UX Design — all focused on in-demand tech skills currently needed in today’s job market,” DiemandYauman says, explaining that, in terms of how Merit America determines what employers need and which job skills are in demand, “most of those answers come from the employer specifying to Merit America what they are in need of at a specific time, combined with Merit America’s constant scanning and analyzing of the shifting job market and job trends throughout our workforce — which is also how Merit America determines when to update skills training programs to new course options.”

OPENING DOORS TO CONSTRUCTION FOR WOMEN

Girls Can Build is an Arizona-based initiative powered by Sharp Construction with a mission to break down barriers to women in the construction, design and engineering industries. By spearheading and supporting projects, opportunities and mentorship in these industries, the initiative seeks to inspire young women to be Bold To Build.

“The program was started by Sharp Construction in partnership with the Girls Scouts Arizona Cactus-Pine Council and The Center of Building Innovation at Arizona State University,” says Jennifer Villalobos, vice president of business development and marketing at Sharp and co-founder of Girls Can Build. “It will give girls mentorship/shadowing opportunities with professional women currently in the industry, really fostering the idea behind ‘See it to believe it!’ Additionally, it will build confidence with handling tools and learning handy home life skills.”

There will be a set of approximately 50 learning modules with hands-on project deliverables that surround important foundational elements within the design, engineering and construction business sectors; all built and developed by a team of professionals in the industry in partnership with the Center of Building Innovation at Arizona State University and the Girl Scouts Arizona Cactus-Pine Council teams.

Celebrating its one-year anniversary in February, the program marked a milestone with the purchase of a vehicle for its Mobile Building Space.

“With the Girl Scout Mobile Building Space, the Girl Scouts plan to take an educational curriculum on the road. The traveling program would provide girls across the state with access to tools and workshops that teach them building skills, the basics of the design and build process and career opportunities in the industry,” says Tiffany Sharp, principal of Sharp and cofounder of Girls Can Build. “We hope to roll out the van in fall of 2023.”

Sharp notes that women make up only about 14% of the construction industry, and breaking down those barriers continues to be a challenge. “The Girl Scout Mobile Building space allows us to fill the labor shortage in our industry as well as increase opportunity for diversity, which translates into more unique and efficient solution options to provide to our customers,” she says.

[Editor’s note: Online, this article includes more about how the programs operate. Visit www.inbusinessphx.com.]

One Step Beyond, Inc. osbi.org

Dress for Success Phoenix phoenix.dressforsuccess.org

Pathways Program for Single Moms womengiving.org/leadership/pathways

Merit America meritamerica.org

Early Warning Services, LLC earlywarning.com

Girls Can Build girlscanbuild.us

Sharp Construction, LLC sharpconstruction.com

Girl Scouts Arizona Cactus-Pine Council girlscoutsaz.org

Center of Building Innovation at Arizona State University urbaninnovation.asu.edu

Partnerships like the one announced between Merit America and Early Warning provide a path for businesses to invest in strong, entry-level talent. … Workers look to their employers for increased opportunities at work and businesses are rewarded with satisfied and productive employees who fill talent gaps and drive business growth.

Daniel (Dan) Kieffer is director of asset allocation of UMB’s family office services. He joined UMB in 2022 and has nearly two decades of financial industry experience. He earned his Master of Science in finance from University of Cincinnati and is a Chartered Alternative Investment Analyst®. umb.com/personalbanking/investing

Determining Strategic Asset Allocation

Establishing goals and risk tolerance within a given time frame

by Dan Kieffer

A strategic investment strategy backed by a comprehensive financial plan can help provide comfort in a volatile market. Below, we explore how asset allocation should be customized to an individual’s goals and risk appetite.

ESTABLISHING GOALS

One of the most important steps to building asset allocation is to establish goals, along with a timeline, with one’s financial team. There will likely be multiple goals that are top-of-mind at the beginning of any discussion of asset allocation. Creating an outline will help in prioritizing them and discussing risk tolerance.

UNDERSTANDING RISK TOLERANCE

When determining risk tolerance, a financial team generally seeks the least amount of risk that must be assumed to achieve the goals within the stated time horizon. As the holding period of the S&P 500 is extended, the less volatile the annualized returns become. By the time it reaches 15-year holding periods, it’s a reasonably flat line.

The statistics play out in the table below:

As the holding period is extended, the extreme results begin to mute, with best and worst results becoming less extreme. Additionally, the batting average (the percentage of positive returns) increases. By the time of reaching an average 15-year holding period (see chart), there will have been a loss of money only 3.7% of the time, most of which will have occurred during the depression.

Another important distinction is one’s ability to take risk. Those who have established a larger base of investable assets will likely have more options than those who are just beginning their investing journey.

As risk tolerance may change as one journeys through life, this should be discussed as part of a regular financial review so items can be adjusted as needed.

(Note: All investments involve risk, including the possible loss of principal. Past performance is no guarantee of future results.)

CUSTOMIZING THE ASSET ALLOCATION

Once goals, timeline and risk tolerance have been established, it’s time to build the asset allocation.

Any strategic asset allocation should include a blend of asset classes that reflects both risk tolerance and the timeline given to achieve specified goals.

This graph represents possible portfolios available in terms of annual return as well as risk (or variation) around that average annual return. For example, if the goals require a 6% average return, a lower bound can be set that excludes portfolios that won’t meet those goals.

If the profiling process establishes a 12% annual volatility limit, this creates another constraint on portfolio choices. is the planning might come down to a single portfolio in the unshaded area that will both meet the return goals as well as stay within the risk parameters. This is how financial planning and preference profiling interact to allow advisors to deliver a customized solution.

Any strategic asset allocation should include a blend of asset classes that reflects both risk tolerance and the timeline given to achieve specified goals. Following are a few of the most used:

• Stocks (S&P 500 and private equity): Stocks are often the highest return and highest risk asset class, depending on the time period. They will generally be the driver of growth over time and have sensitivities to economic cycles and geopolitical events.

• Bonds: Bonds are debt instruments (IOUs) issued by companies, governments and, sometimes, special purpose vehicles. They generally provide a stable income stream with a return of principal. Depending upon the credit rating of the issuing entity, the interest rate paid to investors varies — the greater the risk, the greater the return.

• Real Assets: Real assets are investments in real estate, infrastructure and natural resources, but can generally be thought of as items one can “touch.” Depending upon the particular investment, real assets generally provide inflation protection and/or a growing income stream.

• Alternative Investments: Alternatives don’t neatly fit anywhere else, but can include items like:

∘ Managed futures, which attempt to profit from the trends that appear in asset prices;

∘ Insurance-linked securities, which provide profits like that of an insurance company’s balance sheet; and

∘ Litigation finance, which provides profits from large classaction lawsuits.

• Private Investments: These include items like private equity and credit, real estate, natural resources, infrastructure and hedge funds. While available only to those with substantial resources (individuals with more than $5 million in net worth and organizations with more than $25 million in assets), they can provide an additional return above and beyond the liquid versions of each of the aforementioned asset classes.

Going through these asset allocation details with a financial team will ensure a higher level of understanding as investments are selected and put to work for the individual.

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Shola Richards had reached the end of the road: After nearly two years at a toxic job, he felt numb and suicidal. So, he quit and focused on inspiring current and future leaders in all stages of their careers to start a workplace movement around positivity. This empowering guide presents Richards’s strategies along with actionable plans. His keys to success include banishing blame and excuses, relentlessly respecting ourselves, maintaining work-separation, recognizing the benefits of having true and lasting friends at work, taking the time to appreciate our colleagues, and dealing with difficult people like bullies. A series of exercises will help leaders move toward meaningful action.

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Stocks are often the highest return and highest risk asset class, depending on the time period. They will generally be the driver of growth over time and have sensitivities to economic cycles and geopolitical events.

Edgar R. Olivo es un educador empresarial bilingüe, asesor económico y colaborador de varios medios de comunicación. Es apasionado por la educación y comunidad. Está certificado en finanzas y análisis de datos y posee un título en negocios de la Universidad Estatal de Arizona.

Desbloqueando el Poder de la IA

5 Formas en que los chatbots e inteligencia artificial están revolucionando las operaciones de pequeños negocios

por

Edgar R. Olivo

Los dueños de pequeños negocios siempre están buscando formas de ser más innovadores y eficientes, y la tecnología está desempeñando un papel cada vez más importante en esta búsqueda. En los últimos años, la inteligencia artificial (IA) ha surgido como una herramienta clave para los emprendedores que buscan optimizar las operaciones, mejorar la experiencia del cliente y obtener una ventaja competitiva. En este artículo, exploraremos cinco formas en que la IA, específicamente en la forma de chatbots, está ayudando a los dueños de pequeños negocios a lograr estos objetivivos y mantenerse a la vanguardia.

1. OPTIMIZACIÓN DEL SERVICIO AL CLIENTE

Uno de los mayores beneficubrimientos de la IA para los pequeños negocios es la capacidad de optimizar el servicio al cliente. Los chatbots están deveniendo cada vez más sofisticados, permitiendo a los pequeños negocios ofrecer un soporte rápido y efectivo a los clientes las 24 horas del día. Al automatizar tareas rutinarias como responder preguntas frecuentes y dirigir a los clientes a los recursos adecuados, los chatbots liberan tiempo y recursos para que los dueños de pequeños negocios se enfoquen en iniciativas estratégicas.

Por ejemplo, una pequeña tienda de ropa puede usar un chatbot para responder preguntas sobre tamaños disponibles, colores y tiempos de envío. El chatbot también puede programarse para ofrecer sugerencias basadas en las compras previas del cliente, lo que ayuda a personalizar la experiencia de compra y aumentar las ventas.

pequeños negocios a mejorar la productividad y eficiencia. Al automatizar tareas rutinarias y liberar tiempo para iniciativas estratégicas, los chatbots están ayudando a los dueños de pequeños negocios a trabajar de manera más inteligente, no más duro.

Edgar R. Olivo is a bilingual business educator, economic advisor and contributor for several media outlets. He’s a nonprofit executive who is passionate about education. He is certified in finance and data analytics and holds a business degree from Arizona State University.

2. MEJORA DE LA GENERACIÓN DE PROSPECTOS Y TASAS DE CONVERSIÓN

Otra forma en que la IA está ayudando a los pequeños negocios es mejorando la generación de prospectos y las tasas de conversión. Al usar chatbots para interactuar con clientes potenciales y recopilar información sobre sus necesidades e intereses, los pequeños negocios pueden identificar y dirigirse a los prospectos más prometedores. Los chatbots también se pueden usar para guiar a los clientes a través del proceso de ventas, ofreciendo recomendaciones personalizadas y respondiendo preguntas a lo largo del camino.

Por ejemplo, una pequeña agencia de bienes raíces puede usar un chatbot para recopilar información sobre el presupuesto, las preferencias de ubicación y otros factores importantes de un comprador potencial. El chatbot puede luego usar esta información para sugerir propiedades que cumplan con las necesidades del comprador, lo que ayuda a aumentar las posibilidades de una venta exitosa.

3. MEJORA DE LA PRODUCTIVIDAD Y EFICIENCIA

Además de optimizar el servicio al cliente y mejorar la generación de prospectos, la IA también está ayudando a los

APR.

Por ejemplo, una pequeña firma de contabilidad puede usar un chatbot para automatizar tareas rutinarias como la facturación y la entrada de datos. Esto no solo ahorra tiempo y reduce el riesgo de errores, sino que también libera a los empleados para enfocarse en iniciativas estratégicas, como el análisis de datos financieros y la prestación de información valiosa a los clientes.

4. PROPORCIONANDO INSIGHTS Y ANÁLISIS

Uno de los aspectos más emocionantes de la IA es su capacidad de proporcionar insights y análisis que de otra manera serían difíciles o imposibles de obtener. Al analizar grandes cantidades de datos, los chatbots pueden ayudar a los pequeños negocios a identificar tendencias, oportunidades y áreas para mejorar.

Por ejemplo, una pequeña tienda de comercio electrónico puede usar un chatbot para analizar datos de clientes e identificar patrones en el comportamiento de compra. Esta información puede luego usarse para personalizar la experiencia de compra, mejorar los esfuerzos de marketing y aumentar las ventas.

5. MANTENIÉNDOSE A LA VANGUARDIA DE LA COMPETENCIA

Por último, al aprovechar el poder de la IA, los pequeños negocios pueden mantenerse a la vanguardia de la competencia. Al automatizar tareas rutinarias, mejorar la experiencia del cliente y obtener valiosos insights y análisis,

Los chatbots y la inteligencia artificial (IA) están revolucionando las operaciones de pequeñas empresas, ayudando a los dueños a optimizar el servicio al cliente, mejorar las ventas, aumentar la productividad y eficiencia, obtener análisis valioso, y mantenerse adelante de la competencia. Al invertir en IA, los dueños pueden volverse más innovadores y eficientes en el acelerado mercado actual.

los chatbots están ayudando a los pequeños negocios a mantenerse a la vanguardia y mantenerse competitivos en un mercado en constante cambio.

Por ejemplo, un pequeño restaurante puede usar un chatbot para optimizar el proceso de pedido y entrega, mejorando la experiencia general del cliente y diferenciándose de sus competidores. El chatbot también se puede usar para recopilar datos sobre las preferencias de los

ENGLISH TRANSLATION

clientes, lo que permite al restaurante ofrecer recomendaciones de menú personalizadas y mejorar sus ofertas en general.

Los chatbots e inteligencia artificial están revolucionando la forma en que los pequeños negocios operan, ayudando a los emprendedores a ser más innovadores y eficientes. Al optimizar el servicio al cliente, mejorar la generación de prospectos y las tasas de conversión, mejorar la productividad y eficiencia, proporcionar insights

Unleashing the Power of AI

y análisis valiosos y mantenerse a la vanguardia de la competencia, la IA brinda a los dueños de pequeños negocios las herramientas que necesitan para tener éxito en el mercado rápido y competitivo de hoy en día. Ya sea que esté buscando optimizar las operaciones, mejorar la experiencia del cliente o obtener una ventaja competitiva, la IA es una inversión que vale la pena considerar para cualquier dueño de pequeño negocio.

5 Ways chatbots and artificial intelligence are revolutionizing small business operations

by Edgar R. Olivo

Small business owners are always looking for ways to become more innovative and efficient, and technology is playing an increasingly important role in this pursuit. In recent years, artificial intelligence (AI) has emerged as a key tool for entrepreneurs looking to streamline operations, improve customer experience, and gain a competitive edge.

We will explore five ways in which AI, specifically in the form of chatbots, is helping small business owners achieve these goals and stay ahead of the curve.

1. STREAMLINING CUSTOMER SERVICE

One of the most significant benefits of AI for small businesses is the ability to streamline customer service. Chatbots are becoming increasingly sophisticated, allowing small businesses to offer fast and effective support to customers around the clock. By automating routine tasks such as answering frequently asked questions and directing customers to the right resources, chatbots free up time and resources for small business owners to focus on more strategic initiatives.

For example, a small clothing store can use a chatbot to answer questions about available sizes, colors and shipping times. The chatbot can also be programmed to offer suggestions based on the customer’s previous purchases, helping to personalize the shopping experience and increase sales.

2. IMPROVING LEAD GENERATION AND CONVERSION RATES

Another way in which AI is helping small businesses is by improving lead generation and conversion rates. By using chatbots to engage with potential customers and gather information about their needs and interests, small businesses can identify and target the most promising leads. Chatbots can also be used to guide customers through the sales process, offering personalized recommendations and answering questions along the way.

For example, a small real estate agency can use a chatbot to gather information about a potential buyer’s budget, location preferences and other important factors. The chatbot can then use this information to suggest properties that meet the buyer’s needs, helping to increase the chances of a successful sale.

3. ENHANCING PRODUCTIVITY AND EFFICIENCY

In addition to streamlining customer service and improving lead generation, AI is also helping small businesses to enhance productivity

and efficiency. By automating routine tasks and freeing up time for more strategic initiatives, chatbots are helping small business owners to work smarter, not harder.

For example, a small accounting firm can use a chatbot to automate routine tasks such as invoicing and data entry. This not only saves time and reduces the risk of errors, but it also frees up staff to focus on more strategic initiatives, such as analyzing financial data and providing valuable insights to clients.

4. PROVIDING INSIGHTS AND ANALYTICS

One of the most exciting aspects of AI is its ability to provide insights and analytics that would otherwise be difficult or impossible to obtain. By analyzing large amounts of data, chatbots can help small businesses identify trends, opportunities and areas for improvement.

For example, a small e-commerce store can use a chatbot to analyze customer data and identify patterns in buying behavior. This information can then be used to personalize the shopping experience, improve marketing efforts and increase sales.

5. STAYING AHEAD OF THE COMPETITION

Finally, by leveraging the power of AI, small businesses can stay ahead of the competition. By automating routine tasks, improving customer experience and gaining valuable insights and analytics, chatbots are helping small businesses to stay ahead of the curve and remain competitive in an ever-changing marketplace.

For example, a small restaurant can use a chatbot to streamline ordering and delivery, improving the overall customer experience and setting the restaurant apart from competitors. The chatbot can also be used to gather data about customer preferences, allowing the restaurant to offer personalized menu recommendations and improve its overall offerings.

Chatbots and artificial intelligence are revolutionizing the way small businesses operate, helping entrepreneurs to become more innovative and efficient. By streamlining customer service, improving lead generation and conversion rates, enhancing productivity and efficiency, providing valuable insights and analytics, and staying ahead of the competition, AI is providing small business owners with the tools they need to succeed in today’s fastpaced and competitive marketplace. Whether you are looking to streamline operations, improve customer experience or gain a competitive edge, AI is an investment worth considering for any small business owner.

Chatbots and AI are revolutionizing small business operations, helping owners streamline customer service, improve lead generation, enhance productivity and efficiency, gain insights and analytics, and stay ahead of the competition.

By investing in AI, small business owners can become more innovative and efficient in today’s fast-paced marketplace.

Kortney Otten handles commercial bankruptcy and business law at Gallagher & Kennedy, including contracts, transactions, litigation, and cannabis law. Before law, Kortney acquired 20 years of handson business and operations experience as an owner of multiple franchised restaurants, companies involved in manufacturing neutraceuticals, and real estate and investment interests.

gknet.com/attorneys/ kortneyotten

Arizona’s Sports and Event Betting Law

What businesses need to know

by Kortney Otten and Sarah Myers

In September 2021, sports and event betting became legal in Arizona. Between September 2021 and November 2022, more than $7 billion has been wagered in Arizona, generating more than $30 million in revenue for Arizona’s general fund.

SPORTS BETTING

Arizona’s 2021 statute authorizes and regulates sports betting, online gaming and betting, and event wagering conducted by professional sports organizations and tribal nations. The Arizona Department of Gaming created 10 licenses for professional sports teams, 10 licenses for the state’s tribal nations and, at this time, an infinite number of limited or temporary licenses authorized for specified events, such as horse racing and the Emmys; while the Arizona Department of Gaming also regulates fantasy sports contests, its authority is over only certain types of fantasy sports contests. In addition to application fees, annual fees and renewal fees, the fees for licensure start at $1,500 and max out at $750,000, depending on the type of license.

Sarah Myers is a transactional attorney at Gallagher & Kennedy working in the areas of real estate, business law, corporate bankruptcy, and environmental and natural resources.

gknet.com/attorneys/ sarahmyers

Arizona, unlike Nevada, does not require in-person registration for online betting. As a result, much of Arizona’s betting occurs online through sportsbook apps. Arizona residents and nonresidents alike may place bets as long as the bet originates within Arizona. Sportsbook apps determine whether a user is in Arizona by using the location services on the user’s phone or computer. The Arizona Department of Gaming maintains a website at https://gaming.az.gov/ewfs/faqs with a list of authorized sportsbook apps and other gaming information.

The 2021 statute allows users to place bets on professional and collegiate sports or athletic events, as well as motor race events, e-sport events and Olympic events. However, certain bets are still prohibited, including bets on the occurrence of injuries or penalties, any high school sports, or the performance of individual college athletes in specific games.

EVENT WAGERING

Established in 1978, Gallagher & Kennedy is an Arizona-based law firm with 58 attorneys in Arizona and New Mexico representing clients from Fortune 500 companies to startups, small businesses and individuals. A national reputation and multi-disciplinary practice, combined with the personal client service found only in a local law firm, Gallagher & Kennedy provides highcaliber boutique service to every client. gknet.com

APR. 2023

Currently, event wagering is authorized on sports and “other events.” Other events are qualified as those expressly permitted by the Arizona Department of Gaming and those that are a “competition of relative skill.” Poker and blackjack, among others, are generally considered games of relative skill. But neither of these is expressly authorized or prohibited, which creates a gray area in the law. The latest proposed revisions to the event wagering regulations would change that language to prohibit wagering on electronic internet or mobile app games that replicate slot machines, blackjack, poker or other casino-style games. If enacted, time will tell whether the proposed language would permit players to wager on the outcome of the game itself or on another player’s outcome, such as in an online poker tournament.

A bill is pending at the legislature to add 12 more licenses for allocation to tribal nations in addition to the 10 the Arizona Department of Gaming already created.

The list of permissible wagers and events is constantly expanding. As of February 2023, wagers are permitted on 63 events. The list includes the major professional sports of football, baseball, basketball and boxing. But wagering is also allowed on lesser-known and international sports, including Irish football, Gaelic Games, Aussie rules football, and the national sport of Finland: pesäpallo. As one would expect, the Arizona Department of Gaming may also revoke or suspend authorization for wagers.

The “other events” category allows wagering on events not traditionally described as “sports.” Some of the lesser-known events include live eating competitions, chess and cornhole. This also includes bets on Hollywood awards shows such as the Emmys, the Academy Awards and the Grammys (sorry, Kids’ Choice Awards). To be clear, bets are not permitted on the likelihood that a Hollywood star will trip on the stairs while making their way to the stage. For now, the authorized wagers on such events are limited to bets on who will take home the awards.

Arizona also authorizes certain types of “proposition bets,” which are bets that are not tied to the outcome of the event. Proposition bets received substantial media coverage during the 2023 Super Bowl, including wagers on the length of the National Anthem and on the color of the Gatorade dumped over the winning coach’s head (spoiler alert: it was purple, although not shown on the national broadcast). Neither of those bets is currently authorized in Arizona, but fans were permitted to bet on the outcome of the coin toss.

ARIZONA BREAKS RECORDS

The year 2023 marked the first time in National Football League history that the Super Bowl was played in a state where sports betting was legal. Although the Arizona Department of Gaming has not yet released its February 2023 sports betting figures, it will likely be one for the record books. GeoComply, a company used by sportsbook apps to verify user location, published statistics from Super Bowl weekend showing that more than 100,000 transactions were verified in just the areas surrounding State Farm Stadium, where the Super Bowl was held. We will have to wait a little longer to see just how big a betting weekend Arizona experienced — and how much Arizona profited from it.

Support the Arizona Housing Coalition, home of the Arizona Veterans Standdown Alliance

Donate: Every contribution supports efforts to end homelessness and advocate for safe, affordable homes for all Arizonans; and funds work to connect veterans and their families to critical assistance. azhousingcoalition.org/ donate

Dine: This July, dine at Angry Crab Shack locations for its “You Dine, We Donate” campaign. For every guest that dines-in at any of the Angry Crab Shack Arizona restaurant locations during the month of July, the restaurant pledges to contribute 25 cents. That means a table of four automatically adds a dollar to these donations! Guests can also add another 25 cents just by ordering a drink from Angry Crab Shack’s “You Dine, We Donate” cocktail menu. angrycrabshack.com/ partners

Angry Crab Shack Turns Dining into Donations

Giving back has been crucial to the restaurant’s growth

by Tyler Butler

Since 2013, Angry Crab Shack has provided a vibrant, memorable dining experience. With a focus on high-quality seafood at an affordable price, the unique concept originally launched in Mesa. Created by former NFL player Ron Lou, Angry Crab Shack is the culmination of many entrepreneurial endeavors, this one combining bold Asian flavors and Lou’s knowledge of seafood while creating a distinct perspective on more than just food.

Angry Crab Shack’s main feature, aside from the buckets of delicious seafood, has been an attitude toward giving back. Ingrained in the company’s core values, giving back has been crucial to the restaurant’s growth. In only 10 short years, Angry Crab Shack has grown to be a multi-state operator with plans for international locations on the horizon.

The company’s commitment to the community started small through donations to local organizations, schools, youth sporting leagues and grassroots campaigns. As the restaurant expanded, the company was able to broaden its philanthropic capabilities, and with that it formed partnerships with Phoenix Children’s Hospital and the Arizona Housing Coalition. As new Angry Crab Shack locations open, they are asked to identify and invest in similar like-minded causes, creating a bond between the community and the restaurant chain with each new opening.

With 19 locations now open, Angry Crab Shack contributions’ to various local charities has surpassed one million dollars. To fund these efforts, Angry Crab Shack has turned toward corporate giving with a nod to the traditional round-up-for-charity program. Instead of asking customers to contribute the funds for the round-up, Angry Crab Shack does so, taking from its own profits. Through this initiative, the company funds good work in the community based on patronage from those it serves, showcasing just how integral community giving is to the company.

of choice because of its alignment to the restaurant’s ethos and its commitment to caring for kids. Since January of 2018, Angry Crab Shack has donated more than $750,000 to Phoenix Children’s Hospital alone.

Steve Schnall, senior vice president and chief development officer for Phoenix Children’s Hospital, shares, “We are so grateful for our continued partnership with Angry Crab Shack. Their support has been invaluable to Phoenix Children’s and has made a significant impact on our patient families and programs at the hospital.”

First responders and veterans’ causes are also focus areas for Angry Crab Shack. The restaurant chain believes in supporting people who’ve enabled so many opportunities for citizens and so many communities to flourish. Donations and recognition for military veterans, local first responders and nurses are a regular occurrence on appreciation days and during new location openings. Assisting veterans has been a priority for founder Ron Lou, who believes in “helping the people who made it their job to protect our country, who should never be forgotten.”

Tyler Butler is a chief social impact officer for a publicly traded corporate portfolio where she leads programs that positively impact humanity. She is also the founder of 11Eleven Consulting, and she is often cited as a subject matter expert by Forbes, SHRM, Entrepreneur, U.S. News & World Report and more. linkedin.com/in/tylerbutler

One way Angry Crab Shack activates this giving is through customer purchases of fries or root beer. Angry Crab Shake donates $1 for every order of fries or root beer to Phoenix Children’s Hospital. This organization was selected as a charity

Through this commitment, Angry Crab Shack has assisted veterans in a multitude of ways. For the last six years, the franchise has partnered with Arizona Veteran Standdown Alliance, a program of the Arizona Housing Coalition that provides supportive services to veterans who are experiencing housing instability. With its annual “You Dine, We Donate” campaign, Angry Crab Shack donates 25 cents for every guest who dines at one of its restaurants during the entire month of July. The campaign has raised $75,000 dollars to help veterans’ housing needs, putting the restaurant chain over $250,000 in donations to this organization.

Andy Diamond, president of Angry Crab Shack, shares, “One of Angry Crab Shack’s core principles is to be an active community participant wherever we open. It is also an honor for us to uplift our veterans in their time of need as a thank you for their sacrifice.”

The company recognizes that money matters and through these donations is answering that call to action. With a vision to never be satisfied with what has already been achieved, Angry Crab Shack will continue placing importance on giving back, providing new franchise partners with a proven business model that has community ingrained within its ethos, and creating paths for the communities it serves to reach new heights while helping one another.

Angry Crab Shack angrycrabshack.com

In only 10 short years, Angry Crab Shack has grown to be a multi-state operator with plans for international locations on the horizon.

Photo courtesy of Angry Crab Shack

Office as a Destination

‘Third space’ environment entices back-to-office

by Hannah Hackathorn

It’s been proven that we can work anywhere. For many of us, all our basic work tools fit in a backpack or briefcase, and the pandemic really pushed us to be open to new and unexpected work locations. Because of this experience of flexibility, it’s clear that as we transition back to the office, workers are seeking a spectrum of experiences beyond the traditional desk. The definition of “destination” is a place that people will make a special trip to visit, and by providing these new workspace experiences, we’re showing that it’s possible to make the office a destination.

In our latest Gensler U.S. Workplace Survey, we polled more than 2,000 U.S. office workers to understand what is and isn’t working in the office, and what design interventions might create a more compelling work destination for employees.

Our survey data shows that workers still value the office as a place to do their work, but they are also craving a more diverse mix of spaces, experiences and services. In particular, younger generations of workers preferred hospitality-infused spaces that offer a “third space” experience. And if a workplace offered this preferred experience, 83% report they would return to the office at least one additional day per month.

A third space is a defined place outside the home (first place) or office (second place), like a coffee shop, library, hotel lobby or park. It represents autonomy, without judgment by managers or peers, and includes an enriched sensory experience, such as visual diversity, comforting smells, music and textures. And for many, this third place offers flexibility

and convenience, located near a fitness center, doctor’s office or grocery store.

Workplaces that provide both effective space and convenient experience, similar to this third space, are more likely to be located in neighborhoods and developments that have access to a wide range of concierge services, amenities and conveniences, either onsite or nearby.

One recently completed project where we intentionally included this type of space diversity is the headquarters for Insight Enterprises, an Arizona-based global technology company that focuses on data center transformation, cloud and workload alignment, security and disaster recovery, and digital innovation. Our team enhanced choice by creating a variety of work settings: open table seating, collaborative zones and small group focus spaces. Full of greenery, this space offers visual diversity, sound diversity and natural lighting that is similar to a third space. The headquarters also includes onsite amenities, like a health clinic and fitness facility, that offer everyday convenience.

When we asked, “If your company provided your ideal work experience mix, would you be willing to come to the office more often?” we were surprised by the answer. In response, 42% say they would be willing to come in one more day per week, and 24% say they would be willing to return full-time. Let’s use this new information to develop the office as a destination, which will both support better work performance and enrich employee’s lives and experiences.

As we transition back to the office, workers are seeking a spectrum of experiences beyond the traditional desk.

With more than 20 years’ experience in interior design, Hannah Hackathorn serves as director of workplace and co-studio director for global design and architecture firm Gensler. She brings expertise in workplace design, project management, strategy and change management services. Hackathorn regularly provides thought leadership on trends, issues, and insights for the workplace, and has been instrumental in workplace strategy and design for a myriad of clients that include tech startups and Fortune 500 Companies. gensler.com

Photo by Ryan Gobuty, courtesy of Gensler

YES, IT MATTERS

“I have had conversations with many local and national funders on this topic,” says Kim Joyce, president and CEO of Kim Joyce and Associates. “If we are writing a grant proposal, we always want to answer that question with 100%.

If it’s less than that, I tell the client it should be 100%, and it could potentially jeopardize the grant funding. Why?

Foundation funders have actually said, ‘If the board hasn’t invested, why should we?’”

Do Donors Really Care about 100% Board Participation in Giving?

You bet they do!

by Richard Tollefson

Many prospective donors, when determining if, how much or when to make a major contribution to a nonprofit organization, want to know what the governing board has done with their personal giving. With or without a formal board-giving plan in place, 100% participation from the board is a testament to members’ commitment to the organization.

Giving by board members demonstrates a personal and financial investment in the outcomes and impact the organization seeks to achieve. It shows that board members “have skin in the game” and demonstrates they “put their money where their mouth is.”

“If an individual commits to being on a board, they should also be willing to commit financially commensurate with their capacity,” says Jeri Kendle, a consultant with The Phoenix Philanthropy Group. “When in a capital campaign, if board members are involved in an ask, donors must know the board is committed financially.”

BOARD GIVING IMPACTS DONOR DECISIONS

If there’s not 100% board participation in giving, will a donor, grantor or foundation really tell a nonprofit no — or is this just a myth that fundraisers perpetuate? The reality is YES, according to Joyce. “A major foundation declined one of our client’s grants after a great relationship, multiple conversations and an invitation for a full proposal,” says Kim Joyce, president and CEO of Kim Joyce and Associates. “The funder said the decline was based on one reason: They didn’t believe their board of directors was engaged because of low board contributions. Their percentage was just under 70%.”

In-kind contributions, volunteer hours and professional services are important to acknowledge and appreciate, but they do not count as a financial gift toward the 100% boardgiving goal. The goal is achieved when every board member is personally a financial donor at some point during the fiscal year.

ACHIEVING 100% BOARD GIVING

It starts with setting board expectations. As with all fundraising, when and how an organization asks for a gift from board members can be the difference in whether a gift is made, how much the gift is and if it is a satisfying and rewarding experience for the board member. Here are several approaches to getting 100% giving from the board. Determine right time, right amount. Organizations should work with each board member individually to help them determine the right gift at the right time. Board members should be expected to give at levels that are meaningful and appropriate for them. For one board member, that might be $1,000, while for another, a gift of $10,000 is reasonable. One common rule of thumb in a campaign is that the board in total provides 20% to 30% of a campaign total or

APR.

cumulatively gives a specific dollar amount — and agreedupon goal — each year.

Establish an individual “target ask.” Organizations should not establish a minimum giving amount or take a “one size fits all” approach when it comes to board giving. Instead, they should assess each board member’s potential and determine a target ask amount based on research and analysis. This can be accomplished by conducting a wealth screening to assess each board member’s ability to give. It may be helpful to establish an overall goal for the board that focuses on full participation and levels of giving that support each individual’s income or wealth assessment.

Take a top 3 spot. Organizations should convey to board members that the organization should be in their top three for charitable giving, especially during a campaign. This type of engagement and support speaks volumes to other donors considering a contribution.

Focus on give, then get. Some organizations have used the “Give or Get” approach to board giving, challenging board members to donate a certain amount of money by either making a personal contribution or raising the amount through donations from others — in some cases including their employers. Board members should be required to do both, give AND get. Contributing one’s personal resources is the only way to achieve 100% board participation.

Be consistent. Launching a board-giving campaign at the beginning of the fiscal year is likely to garner the best results. Setting these yearly expectations will help maintain consistency and continuity with board giving.

Board giving is critical to nonprofits. To reach the 100% goal, organizations should set the expectation at the beginning of each fiscal year, convey the impact of personal giving to reaching fundraising goals, and work with members individually to find the right amount at the right time. With a well-thought-out and well-executed plan, organizations can get a personal, financial donation from every board member, every year.

In-kind contributions, volunteer hours and professional services are important to acknowledge and appreciate, but they do not count as a financial gift toward the 100% board-giving goal. The goal is achieved when every board member is personally a financial donor at some point during the fiscal year.

Richard Tollefson is founder and president of The Phoenix Philanthropy Group, an Arizona-based international consulting firm serving nonprofit organizations as well as institutional and individual philanthropists. phoenixphilanthropy.com

2023’s All-New Toyota Prius

The all-new Prius features a new hybrid engine for the model. Underneath the hood is a 2.0L four-cylinder engine with up to 196 horsepower: It’s powerful enough to go from 0 to 60 mph in 7.2 seconds. Prius’s new Hybrid Synergy Drive® system continues to deliver great efficiency. With up to an EPA-estimated combined 57 mpg, Prius encourages drivers to go farther than they thought possible.

Smooth curves and sharp details highlight Prius’s modern appeal and do more than create an aerodynamic advantage — they present a sleek silhouette that looks good from any

The Corporate Cafeteria for the Hybrid Workplace

Zerocater builds revolutionary corporate catering and cafeteria solutions that saves companies millions of dollars as they transition to the hybrid workplace where employees can choose to come into the office as they like. In-office flexibility has created a tremendous amount of unpredictability that has made it impossible for traditional cafeteria and catering providers to operate as they guess how many employees are coming in on any given day, how much food to cook, and what food might resonate with those employees.

Zerocater’s products were built for the

angle. Prius’s captivating front-end design is defined by slim LED headlights, while the rear features a light bar between the taillights to finish off its clean look. Inside, the driver can pull the sunshade back and let the available glass roof help brighten the cabin.

Designed to assist the driver with parallel parking or backing into a parking space, available Advanced Park * is there at the touch of a button. This hands-free parking system uses cameras and sensors, along with steering control and acceleration, braking and gear changes, to help the driver get into that perfect spot. Prius’s available Panoramic View Monitor * helps the driver check surroundings for hazards. It uses four cameras, one on each side of the vehicle, to display a panoramic view on the touchscreen display. When the car is parked, the Moving View setting enables Prius to create an animated virtual view from above to give the driver a bigger picture of what’s around.

Prius’s top-mount Multi-Information Display is placed right above the steering wheel, to clearly give vehicle details, outside temperature, driver-assist-system information and more — all to help the driver keep eyes on the road ahead.

—Mike Hunter

Prius

toyota.com/prius

hybrid workplace; companies pay only for the employees who come into the office.

With its Cloud Cafe, Hybrid Cafe, Managed Cafe and Event Cafe products, Zerocater has built corporate cafeteria and office catering programs for companies of all sizes from growing startups to the Fortune 500. With these products, employees have the option of enjoying a world-class buffet style meal experience in their cafeteria or using the Zerocater app to choose the boxed meal they want on the days they come into the office. When it comes to the meal experience, Zerocater’s

onsite team owns all aspects of the daily cafeteria operations from design and decor to onsite staffing and equipment. Not yet in Phoenix, Zerocater is opening in new markets in the U.S. and Canada every month.

—Mike Hunter

Zerocater

zerocater.com

2023 TOYOTA PRIUS

MSRP: $27,450 City: 56 mpg

Hwy.: 57 mpg

Trans: Electronically controlled Continuous Variable

0-60 MPH: 7.2 sec.

DON’T MISS OUT! Get

Driving Modes: Fine-tune the drive with four driving modes. EV Mode * lets the driver operate solely on battery power at low speeds for short distances and in limited circumstances, such as in a parking garage. Different conditions may prevent or limit usage. Power Mode provides sharper acceleration; ECO Mode helps maximize fuel efficiency; and Normal Mode blends fuel economy with performance.

BIRRIA TACO

Beef short rib, mozzarella cheese, cilantro, onions, lime, pickled red onion and consommé $17

Recreo Cantina Takes Community to Heart

CALIFORNIA BURRITO

Carne asada, French fries, cheese sauce, sour cream, salsa roja and guacamole

$18

“At the end of the day, the community’s going to decide.” This statement by Schuyler Estes, general manager of Recreo Cantina, captures the heart of the transformation of Recreo to Recreo Cantina — because what the community told Estes and restaurant owner Niels Kreipke that they missed was the Mexican food experience.

That could start with guacamole, made fresh daily with pepitas, jalapeno and sea salt adding to the rich avocado, tomato and red onion flavors. Another great starter is the Mexican Street Corn, plump, roasted whole kernels served with a creamy tahini-flavored aioli. And there’s the Queso Fundido, made with carne asada or chorizo, brought to the table bubbling in a cast-iron skillet.

RECREO

House-made creamy caramel custard

$8

A wide assortment of tacos, enchilada, fajitas and quesadillas includes veggie versions. Shredded and richly

seasoned, tinga de pollo is one of the options for both enchiladas and tacos. Birria tacos feature a blend of beef short ribs and mozzarella, topped with cilantro, onions, lime, pickled red onion and consommé.

But again honoring the community input, Recreo Cantina keeps old Recreo favorites on the menu, such as the Peach Chicken Sandwich made with a caramelized peach glaze and mascarpone on a brioche bun.

As the tequila selection shows, Kreipke takes this spirit seriously. Forty-eight selections last month, but Kreipke says he’s aiming for a higher number — and he visits tequila factories in Mexico to personally source the varieties. And among a number of creative cocktails are more than a dozen margarita flavors.

The restaurant’s charming ambience spills out from the raw wood décor inside to an expansive garden patio profuse with flowering shrubbery and trees — and planters of agriscaping for broccoli, chiltepins, strawberries and other produce that get picked fresh for the kitchen.

A balcony will serve as stage for DJs or live music. And beyond that, the back part of the patio boasts a large game lawn, fulfilling the “recreo” (“recess”) concept of the name — which, with the swing-style chairs at the outdoor bar and the back end of school bus that juts out of a side wall (where it very practically also hides the electrical equipment), helps create the look of a playground.

Recreo Cantina

28 S. San Marcos Place, Chandler (480) 590-0009

recreoaz.com

—RaeAnne Marsh

FLAN

Recreo Cantina owner Niels Kreipke came to this endeavor after more than two decades helping a lot of mom-and-pop operators launch their restaurants.

Photos courtesy of Recreo Cantina

About ASBA

The Arizona Small Business Association (ASBA), celebrating its 50th year, is a nonprofit 501c6 membership organization that serves as the nonpartisan advocate and resource-hub for all Arizona small businesses. What started as a small group of businessmen who organized to combine resources has grown into one of the largest trade associations, serving businesses from all corners of the state.

Today, ASBA is a passionate supporter and representative of the diverse businesses who make up our membership. Dedicated to delivering innovative entrepreneurs the resources required to grow and thrive in an ever-changing marketplace, ASBA offers relevant education, mentoring, networking, advocacy programs, and member benefits that equip your business with all the tools to succeed.

Regardless of your business size or industry, whether you have one employee or 500 employees, operate in retail or technology or any trade in-between, an ASBA membership means your voice is heard and your best interests are protected.

Find ASBA on Facebook: www.facebook.com/AZSmallBIZ

Central Arizona

11811 N. Tatum Blvd., Suite P-195 Phoenix, AZ 85028

p. 602.306.4000

www.asba.com

© 2023 ASBA. A publication of the Arizona Small Business Association. For more information or to join ASBA, please contact us at www.asba.com. Section designed by the Arizona Small Business Association.

Effective Operations Make or Break your Small Business

by Manny Lucero, Lucero Consulting Group

Small business owners have many competing priorities. Between providing services and/or selling their products, managing their teams (staff, contractors, vendors, etc.), creating marketing content, doing accounting, and much more, there never seems to be enough time in the day. So, how do business owners combat this and avoid the feeling of being overwhelmed?

Lucero Consulting Group has worked with hundreds of small businesses and nonprofits since launching three years ago and we believe having effective operations can, and will, help your business succeed.

The following five operations practices will help you streamline your business tasks, grow your marketing efforts, manage your financials, and more.

Schedule: Creating a few consistencies in your weekly calendar will help you manage responsibilities and distinguish between competing business priorities. Schedule personal activities in your calendar, such as meals, exercise and family commitments, for a full visual of time you are dedicating to your business and to manage your work/life balance. Remember: Take time to rest and invest in self-care to ensure you deliver your best self to your business!

Automate: Find tasks in your workflow that can be automated to help you save time, money and energy. Many tools exist to help with tasks like invoicing, paying bills, ordering inventory, managing your social media, and more. By automating, you not only save time but can also schedule these processes into your workflow to increase your productivity.

Delegate: Whether you are a solopreneur or have a team supporting you, every business owner has a support system they can rely on. When possible, hiring external experts such as a marketing company, accountant, attorney, etc. can help you delegate tasks and accomplish your goals. Businesses can also find great business advising services at no cost through local nonprofits for education and business support. Use these resources to grow your business and delegate projects and tasks as appropriate.

Batch your tasks: Increase your productivity by batching, or completing similar tasks, in one session. For example, create a social media calendar and write content for one month, rather than creating content each day or week. This not only saves a great amount of time, but also allows you to be flexible and prepared for tasks throughout your workflow.

Find the right tools: Technology has provided business owners with many powerful tools to help streamline tasks. Tools like QuickBooks and Hurdlr will help you manage your financials, do invoicing and prepare for your tax liability. Canva and Adobe provide incredible tools for marketing needs. Asana and Slack help you connect with your team and manage your tasks. Tools like Hootsuite and HeyOrca streamline your social media management. Find the tools that work best for you and stay consistent with utilization to get the best results.

For more information and resources, or help with growing your business, visit www.lucerocg.com

Growing Opportunities Means Growing Businesses

by Hannah White, Program Manager, Arizona Small Business Association (ASBA)

This April marks the six-year anniversary of Second Chance Month in Arizona. Second Chance Month represents just that — a chance for people to be connected with opportunities and much-needed resources to successfully reintegrate into their communities after returning from prison or jail.

Second Chance Month is a nationwide endeavor to acknowledge and spread awareness of the consequences of incarceration. It is also a celebration of initiatives taken by state governments and local reentry organizations, as well as the successes of returning citizens.

Incarceration is an issue with direct negative impacts on individuals, families and communities.

Nearly all (around 95%) (bit.ly/3Jz3ir2) currently incarcerated people will one day return to their communities. Reintegrating into one’s community after incarceration is a complex and dynamic process with economic, legal, social and individual challenges. Limited access to reliable transportation, stable housing, education opportunities and quality healthcare, as well as stigma and discrimination, are just some of the many barriers faced by formerly incarcerated people.

Finding and maintaining stable employment is a particularly salient challenge for people returning to their communities. In 2018, formerly incarcerated people had an unemployment rate of 27% (prisonpolicy.org/reports/outofwork.html) — higher than that of the Great Depression. About 60% (prisonpolicy.org/ blog/2022/02/08/employment) of people are without jobs four years after their release. Those who do become employed after four years earn only 84 cents for every dollar of the median U.S. wage (prisonpolicy.org/ blog/2022/02/08/employment).

For justice-involved individuals, the label of a criminal record is associated with stigma

and perceived dangerousness that drastically reduces their chances of getting hired.

Yet, research consistently finds that people with criminal records often have higher retention rates, greater loyalty, and overall better job performance (http://bit.ly/3mNTcK4). Recognizing these benefits, many companies and even the U.S. military are adopting fair chance policies (https://bit.ly/3mNTcK4) to expand employment opportunities for people with records.

State governments are also increasingly working toward reforming the reentry landscape.

In 2021, Arizona passed eight state laws (https://bit.ly/3LpZUjo) for reentry reform, including broad record clearing, expanded occupational licensing, judicial “second chance” certificates, repealing suspension of driver’s licenses for those who fail to pay, and reclassifying some felonies as misdemeanors. Newly elected Arizona Governor Katies Hobbs is also investing in initiatives to cut wasteful spending and reform the Arizona correctional system (katiehobbs.org/katies-plans/accountability/), including the creation of a prison oversight commission (http://bit.ly/3YGsXCv).

With support from the Arizona Governor’s Office, the Arizona Small Business Association (ASBA) launched the Growing Opportunities (GO) program, a training and mentorship program for justiceimpacted individuals looking to prepare for and find meaningful employment or pursue their entrepreneurial ambitions, all of which supports Governor Hobbs and her policy goals. As part of the program, aspiring entrepreneurs are paired with expert business mentors who guide and support them in becoming small business or nonprofit/social business owners. The GO program also provides resources to help individuals navigate the reintegration process and become productive, contributing members of their communities.

Join us this April for Second Chance Month as ASBA celebrates the dedication and success of the justice-impacted individuals working toward and achieving their goals through the GO program.

If you would like to learn more about the GO program, please visit growingopportuntiesaz.com.

Building Value into Your Business

by Gordon Parkman, Achieve Results Consulting, LLC

What would you say are the value drivers for your business?

Is your business ready to be sold today? If not, what do you think you need to do to build value in your business?

What can you do today to make your business more valuable?

There is, ultimately, only one reason to create a business of your own, and that is to sell it! You start a business, grow that business, finish the business, and get paid for it.

Have you ever thought about why anyone would want to buy your business? The answer is: Because it works, and it works well without you

There are four key elements of your business: strategy, people, processes/systems and customers.

In your mind, which do you believe is the most important?

Developing a strategy and, in turn, a strategic plan is the single most important thing that you will do for your business. It defines your business in terms of: What business are you in? Not what you do or your commodity, but what you deliver to your customers. Further, it defines your business in terms of your current and future markets, your competition, your strengths and weaknesses, your personnel, and your structure.

People are a business’s most valuable asset. Give it the investment it deserves. They are a value-added resource for your business that needs to align with your strategy. Make sure employees feel engaged. Make sure they understand the company’s direction and the part they play. Don’t forget key employee “stay put” contracts for a period of time after your death or company sale.

What’s a process? Getting from here to there. How do you see a process? By results, good or bad. What is a system? Elements designed to work together. They provide the vehicle to facilitate predictability giving your customer what he/she wants every single time. What is “system thinking”? A clear track to the end result, it is in writing, accountable by somebody and able to be duplicated by anyone.

Build and maintain a satisfied, loyal customer base. This maximizes the stability of your business. Who is the most important person to your company? The customer. I asked “to” your company, not “in” your company. Who is the most important person in your company to your customer? The person they connect with. You need to manage the “points of connection.” Contact opportunities with customers should be as effective as possible.

Your business value. Realize that you, the business owner, want to be replaceable You have to create a company with:

• a culture of innovation,

• a brand independent of your persona,

• intellectual property,

• systems for recording/transferring institutional knowledge,

• an empowered management team and proven operational systems.

All of which comprises a formula for success that can be replicated without you.

Someone will walk through your door with the intention of buying your business — but only if it works. And only if it works without a lot of work, and without you to work it.

achieveresultsconsulting.com

Network with ASBA at AZBizCon

by Hannah White, Program Manager, Arizona Small Business Association (ASBA)

The Arizona Small Business Association (ASBA) is a nonprofit 501c6 membership organization and one of the largest trade associations in Arizona. This year, ASBA celebrates its 50th year anniversary of supporting entrepreneurs and small business owners by providing them with the tools they need to grow and thrive.

ASBA is proud to serve as a voice for our small business community through advocacy, useful resources and relevant education. At ASBA, we are committed to bringing people together and we recognize the need for professionals to make connections both virtually and in person. With its diverse and wide membership reach, ASBA is a hub of opportunities to network and connect with other small business owners and entrepreneurs.

There is a saying that in business, it is not about what you know but who you know. Networking is one of the most important strategies for growing your business and strengthening your skills as an entrepreneur so your business can succeed.

Networking involves cultivating positive, mutually beneficial relationships with professionals in your industry. Importantly, networking is an opportunity to exchange information, provide and receive valuable guidance and advice, and stay informed on industry developments and key trends (www.indeed.com/career-advice/ career-development/networking-in-business).

An instructive article from LinkedIn (https://bit.ly/3T9lgU8) outlines the value of networking and its many benefits. Specifically, networking can help you grow your network of allies who can offer you support and inspiration. Learning different perspectives and sharing your own expertise with others aids in navigating the challenges that come with entrepreneurship and owning a small business. Networking also widens your reach and expands your audience. Building connections with other professionals can increase opportunities for collaboration and partnerships with other small business owners and entrepreneurs, ultimately attracting more clients.

Forbes (https://bit.ly/3lfHqaG) provides additional information about the importance of networking. Connecting with other professionals in your industry can help you learn about and make use of best practices, boost your creativity, and even improve your confidence. Developing these long-lasting relationships is also a powerful way to increase your catalog of resources and elevate your status. Networking can help you gain support from high-profile individuals and make your business, expertise, and services stand out.

It is important to be proactive and take advantage of as many opportunities for networking as possible. This can be done through social media, online platforms, and in-person events. SCORE (http://bit.ly/3FdzVI3) recommends joining professional associations and attending their events that offer networking with small business owners and potential clients. Virtual and in-person events hosted by professional associations like ASBA are the perfect place to interact with individuals from your industry and learn from one another.

Each year, ASBA hosts AZBizCon, a tradeshow and networking event for small businesses in Arizona. AZBizCon features food and drinks, vendors, speed networking, giveaways and opportunities to connect with key business owners and leaders.

This year’s Phoenix event will take place at the National Bank of Arizona’s headquarters (6001 N 24th Street, Phoenix, Ariz.) on Thursday, May 4th from 1:00 p.m. to 5:00 p.m. Members of the U.S. Small Business Administration will be attending the event and announcing awards for small business owners to recognize and celebrate their achievements.

To learn more about AZBizCon and register for the event, visit www.asba.com/events/EventDetails.aspx?id=1704137. For sponsorship and exhibition table opportunities, contact Robin Duncan at ASBA.

What to Do if Your Identity Is Stolen

by Allstate Identity Protection

There are several ways you could learn that you may be a victim of identity theft.

No matter how you discover the issue, if you’ve been affected by identity theft, it’s important to stay calm, assess the situation, and act quickly.

If you’re managing the recovery process on your own, here are some steps you can take to start:

Request a fraud alert or credit freeze. If you suspect fraud, we recommend placing a fraud alert on your credit file.

A fraud alert makes it harder for a criminal to open a new line of credit in your name by encouraging lenders to verify your identity. To place a fraud alert, reach out to one of the three credit bureaus: Equifax, Experian and TransUnion.

Second, consider placing a credit freeze on your file. A supplement to a fraud alert, a credit freeze prevents creditors from accessing your file. To place a credit freeze, you should contact each of the credit bureaus directly. Review your credit reports and note all fraudulent accounts. Once you reach out to Equifax, Experian and TransUnion, explain that you have been a victim of identity theft and that you need copies of your credit reports immediately.

When you receive your reports, review them thoroughly for any inaccuracies. If you note any fraudulent data, contact each credit bureau again and request that they remove the fraudulent accounts or information from your credit report. You should be able to do this online or by mail.

You should also make a list of the companies and creditors where your information has been used without your permission. More on that in the next step. Contact all the companies where you know fraud happened. Next, you should contact each company or financial institution where your information has been used for a transaction you did not initiate or authorize, and explain that you are a victim of identity theft.

You can request that the organization freeze or close all accounts the thief may have opened or exploited.

If fraud occurred at a company that you have an account with, immediately update your security settings and change your login credentials and PIN.

Create an official identity theft report. The next step is to file an official identity theft report with the Federal Trade Commission (FTC) at IdentityTheft.gov

The FTC is a helpful resource for reporting the crime and may even provide you with official letters and documents you can use in your correspondence with credit bureaus and businesses.

For more information, visit the Federal Trade Commission’s official page about recovering from identity theft.

If you’re recovering from identity theft, our services can help. If following the steps above feels overwhelming, we’ve got you covered.

The research. The phone calls. The paperwork. Managing identity theft recovery on your own can be time-consuming — and could impact your mental health as well.

Working with specialists like ours can help streamline the process. We help members combat identity theft every day, so our identity specialists have a game plan for facing fraud.

Learn more at www.myaip.com/asba

ASBA STAFF

Debbie Hann Interim Chief Executive Officer

Robin Duncan Senior Vice President Business Development

Emma Lenihan Director Program Development

Katherine Dunphy Senior Marketing Manager

Hannah White Programs Manager

Ryan Dixon Administrative and Member Services Coordinator

BOARD OF DIRECTORS

Genia Kehayes | Board Chair Experience Scottsdale

Frank L. Divers | Vice Chair Business Development Specialists, Inc.

John Lewis | Treasurer National Bank of Arizona

Sandra Barton | Secretary Alliance Bank of Arizona

Rick Murray | Member-at-Large Arizona Chapter National Safety Council

Eric Knott | Former Board Chair Arizona State University, W. P. Carey School of Business; FinePoint HR

John Tucker | Board Development Salt River Project (SRP)

Patrick J. Van Zanen Sacks Tierney P.A.

Brian King Kenway Consulting

Jerry Bustamante Hudbay Minerals

Darius Green Keyser

Jim Rounds Rounds Consulting Group

James Chakires Apex CPAs & Consultants, Inc

Arizona Small Business Association (ASBA)

11811 N. Tatum Blvd., Suite P-195 Phoenix, AZ 85028 p. 602.306.4000 www.asba.com

Banking on Community

by National Bank of Arizona

Settings its sights on growing and prospering the minority-owned small business community in Arizona, National Bank of Arizona continues to unlock exciting expansion opportunities for these business owners in the community. The bank is bolstering its commitment to minority-owned markets by building relationships with local small business owners and creating access to capital. As part of our diversity, equity and inclusion commitment, we are investing in greater equity for these communities through our Small Business Diversity Banking Program. “We are committed to helping more businesses grow and prosper; however, we still have more small business owners to reach and more work to do to support their growth.” says Mayra Uribe, VP of multicultural banking, who recently joined NB|AZ to support new business development in diverse communities.

“Minority business owners are savers, they think ahead to the future, and they focus on people, their consumers. They work both on their business and in their business,” says Uribe. A bright future lies ahead for the minority-owned small business community and the bank’s role in providing products and services to help foster growth in the market.

According to U.S. Chamber leaders, minority-owned businesses are the fastest-growing small businesses, making up more than 50% of new businesses. “The time is now,” says Uribe. “Representation matters; our economy depends on diverse business owners.”

At NB|AZ, we have the people, the products, the delivery channels and all the resources and tools to support the growth of minorityowned businesses. We are not only interested in helping small business owners secure business financing, we are interested in creating a relationship and getting to know the ins and outs of their business. Knowing our customers allows us to expand the scope and breadth our footprint in the marketplace.

Small and medium-sized businesses are key to the growth of our state’s economy. Capital is vital for the growth of these companies. Financial competency can boost an already successful business.

Understanding challenges in growth, culture and language will help us build stronger relationships.

“National Bank of Arizona is passionate about helping small businesses succeed. The bank will have an ongoing effort to provide educational opportunities for small business owners and is committed to providing resources to help businesses flourish. Working together will increase opportunities for small businesses and provide a foundation for growth as the Arizona economy continues to accelerate forward,” says John Lewis, SVP of regional business banking manager.

Uribe and Lewis look forward to developing strong, sustainable relationships with Arizona small business owners by providing services to meet their needs. “We focus on you; our community,” say Lewis and Uribe.

Our Healthcare Matters

Our allergies may be getting in the way of our productivity

Americans miss 24.5 million workdays each year due to “occupational asthma” and lose energy and focus due to sneezing, coughing and watery eyes. And these numbers are getting worse as the number of people with allergies is increasing and global warming, according to the Asthma and Allergy Foundation, is fueling longer allergy seasons.

With the EPA saying the lingering cold weather threatens to make this late-blooming allergy season the worst ever, the pollen tsunami rolling through offices here is threatening workplace productivity more than ever before. “Are you allergic to work?” is suddenly a legitimate question!

To help employers keep their workplaces healthy this allergy season, local office cleaning experts from Stratus Building Solutions created the Office Allergy Checklist. “Workplace allergies fall under workers’ compensation laws, so, with the Office Allergy Checklist, we’re helping local employers clean up the pollen petri dish that’s invading offices and making people sick,” says Afshin Cangarlu, CEO of Stratus Building Solutions, the nation’s leading green commercial cleaning franchise, whose company can also visit businesses onsite to demonstrate with props how to combat invading allergens and clean up neglected areas. “There are simple steps employers and employees can take to make the office healthier this allergy season.”

OFFICE ALLERGY CHECKLIST

Stop Sprayin’ and Prayin’. Ditch the reliance on fragrances, disinfectant sprays, chemical cleaners, etc. to mask smells and clean spills. Alkaline and acid cleaners contain dangerous chemicals and people are allergic to various scents. Use green, plant-based disinfectant wipes and consider a “scent-free” policy to combat these issues. And if an employee wears a strong perfume or cologne, it might be time to privately ask him or her to stop. Strong scents can aggravate allergies and make colleagues sick.

Reward Early Birds and Promote Clean

Eating. Pollen gets worse later in the day, so encourage employees to arrive early. Spicy/ bold foods trigger more histamines — sending people into allergy fits. It would be wise to know about employees’ food allergies that may require the office to have a separate refrigerator or microwave to avoid inadvertent food contact. For businesses that bring in lunch, consider catering with allergy-fighting foods, such as fish, walnuts, peppers and strawberries.

Vent Away. Effective filtration is critical during allergy season. Conduct an indoor air quality test to make sure air is recirculated so the system is not sucking in outdoor allergens. Also, minimize workplace humidity (to less than 50 percent) and frequently clean poorly ventilated areas to protect against mold.

Plan Projects. Don’t compound the pollen problem with other projects/items that spark allergic reactions. Save office improvement projects requiring painting for the holidays when many aren’t working, because all types of paint

About this Guide

can cause allergy issues. Many folks have latex allergies, so eliminate all latex from the office, especially rubber latex products such as rubber bands, balloons, medical supplies and plastic bottles. And if possible, during allergy season, ask the lawn crews to come as early as possible (when pollen isn’t as bad) or late when everyone’s gone home.

Celebrate a “Dust Your Desk Day.” Allergy danger zones lurk on desks and behind computers, so throw an office cleaning party to eliminate the desk clutter that’s collecting dust and allergens. Check up on cleaning crews to make certain they’re tackling the office’s dustiest places that rarely get cleaned (keyboards, mice/pads, monitors, computer cords/plugs, window blinds, upholstered furniture, and cubical partitions).

Make offices safer, healthier places to work while helping employees cut down on their sneezing and coughing this allergy season.

—Graham Chapman

Stratus Building Solutions stratusbuildingsolutions.com

With healthcare front and foremost on the mind of many business owners and executives, and recognizing that healthcare and wellness programs involve the whole community working together, the editorial staff of In Business Magazine has compiled the 2023 Business Healthcare Services Guide. Presented on the following pages are listings of companies in the healthcare industry, organized by category.

Associations & Government

Many associations and government healthcare services give specific information on policies, open enrollment dates and services provided that may help employers understand the many options. Below is a list of local organizations.

Arizona Dental Association

3193 N. Drinkwater Blvd., Scottsdale (480) 344-5777 azda.org

Arizona Foundation for Medical Care

2700 N. Central Ave., Suite 810, Phoenix (602) 252-4042

azfmc.com

Arizona Health Care Association

1440 E. Missouri Ave., Phoenix (602) 265-5331 azhca.org

Arizona Health Care Cost Containment System (AHCCCS)

801 E. Je erson St., Phoenix (602) 417-4000 azahcccsa.gov

Arizona Hospital and Healthcare Association

2800 N. Central Ave., Suite 1450, Phoenix (602) 445-4300 azhha.org

Arizona Medical Association 810 W. Bethany Home Rd., Phoenix (602) 246-8901 azmed.org

Arizona Pharmacy Association 1845 E. Southern Ave., Tempe (480) 838-3385

azpharmacy.org

Maricopa County Medical Society

326 E. Coronado Rd., Phoenix (602) 252-2015

mcmsonline.com

Employee Bene ts Consultants

Using a consultant to work though options and the many plans can alleviate much of the confusion surrounding healthcare these days. We have included a list of brokers and firms that are reputable and have a tremendous amount of experience working with business to provide plans and ensure compliance.

Arizona Bene t Consultants, LLC

6245 N. 24th Pkwy., Suite 201, Phoenix (602) 956-5515

www.arizonabene tconsultants.com

Bene ts By Design

4500 S. Lakeshore Dr., Suite 300, Tempe (480) 831-7700

bene tsbydesignaz.com

Bene ts Commerce Group

14300 N. Northsight Blvd., Scottsdale (480) 515-5010

bene tscommerce.com

Blue Water Bene ts Consulting

7848 E. Davenport Dr., Scottsdale (480) 313-0910

employeebene tcompliance.com

Breslau Insurance & Bene ts

Paul Breslau

8362 E. Via de Risa, Scottsdale (602) 692-6832

breslauinsurance.com

Connect Bene ts

1818 E. Southern Ave., Mesa (480) 985-2555

connect-bene ts.com

FBC Services, Inc.

14201 N. 87th St., Scottsdale (602) 277-8477

fbcserv.com

Focus Bene ts Group

4120 N. 20th St., Suite B, Phoenix (602) 381-9900

focusbene ts.com

Health Insurance Express, Inc.

Superstition Marketplace

1155 S. Power Rd., Bldg. 101, Mesa (480) 654-1200

healthinsurance-express.com

Horizon Bene ts Group

6245 N. 24th Pkwy., Suite 216, Phoenix (602) 957-3755

horizonbene ts.com

LIFE CAN CHANGE PRETTY QUICKLY. LET US HANDLE THE OTHER STUFF, SO YOU DON’T MISS WHAT MATTERS MOST.

Dental Insurance

Getting the right coverage means truly investigating the best plans and supplemental plans. Here is a list of area companies offering dental insurance that have a great reputation and plan options for individuals and groups.

American Dental Plan

1645 E. Bethany Home Rd., Phoenix (602) 265-6677

arizdental.com

Breslau Insurance & Bene ts

Paul Breslau

8362 E. Via de Risa, Scottsdale (602) 692-6832

breslauinsurance.com

Delta Dental of Arizona

5656 W. Talavi Blvd., Glendale (602) 938-3131

deltadentalaz.com

Matsock & Associates

2400 E. Arizona Biltmore Circle, Phoenix (602) 955-0200

matsock.com

Individual & Group Health Insurance

Knowing what plan is right for your employees and understanding who is managing that plan can make all the difference for your company. We have included below a list of reputable and experienced insurance companies, many of which you will be familiar with, that can guide your organization to the perfect group or individual plans.

Amenda Insurance Associates Ltd.

5046 E. Red eld Rd., Scottsdale (480) 284-6400

douglasamenda.com

American Family Insurance

Multiple agents Valley-wide (877) 777-4804

amfam.com

Banner Aetna (800) 381-6789

banneraetna.com

Blue Cross Blue Shield of Arizona

2444 W. Las Palmaritas Dr., Phoenix (602) 864-4899

azblue.com

Bowman & Associates

16042 N. 32nd St., Bldg. A, Phoenix (602) 482-3300

bowmaninsurance.com

Breslau Insurance & Bene ts

Paul Breslau

8362 E. Via de Risa, Scottsdale (602) 692-6832

breslauinsurance.com

Cigna

Multiple locations Valley-wide cigna.com

urance Group

Kara Anspach

7077 E. Marilyn Rd., Suite 125, Scottsdale (480) 998-8070

farmersagent.com/kanspach

Glass Financial Group

4455 E. Camelback Rd., Suite 260D, Phoenix (602) 952-1202

glass nancialgroup.com

HealthNet

1230 W. Washington St., Suite 401, Tempe (602) 286-9194

healthnet.com

Humana Health Insurance of Phoenix

20860 N. Tatum Blvd., Suite 400, Phoenix (480) 515-6400

humana.com

Reseco Insurance Advisors

Todd Newton

7901 N. 16th St., Suite 100, Phoenix (602) 753-4250

resecoadvisors.com

State Farm Arizona

Multiple agents Valley-wide (877) 331-8261

statefarm.com

UnitedHealthcare

1 E. Washington St., Suite 1700, Phoenix (800) 985-2356

uhc.com

Hospitals

Many of the healthcare providers listed below are part of specific networks or have created their own network to lower costs for businesses and individuals with the intent to provide all needed services for the patient.

Abrazo Arizona Heart Hospital

1930 E. Thomas Rd., Phoenix (602) 532-1000

abrazohealth.com

Abrazo Arrowhead Campus

18701 N. 67th Ave., Glendale (623) 561-1000

arrowheadhospital.org

Abrazo Central Campus

2000 W. Bethany Home Rd., Phoenix (602) 249-0212

phoenixbaptisthospital.com

Abrazo Maryvale Campus

5102 W. Campbell Ave., Phoenix (623) 848-5000

maryvalehospital.com

Abrazo Scottsdale Campus

3929 E. Bell Rd., Phoenix (602) 923-5000

paradisevalleyhospital.com

Banner Baywood Medical Center

6644 E. Baywood Ave., Mesa (480) 321-2000

bannerhealth.com/baywood

Banner Boswell Medical Center 10401 W. Thunderbird Blvd., Sun City (623) 832-4000

bannerhealth.com/boswell

Banner Del E. Webb Medical Center

14502 W. Meeker Blvd., Sun City West (623) 524-4000

bannerhealth.com

Banner Desert Medical Center

1400 S. Dobson Rd., Mesa (480) 412-3000

bannerhealth.com/desert

Banner Estrella Medical Center 9201 W. Thomas Rd., Phoenix (623) 327-4000

bannerhealth.com

Banner Gateway Medical Center

1900 N. Higley Rd., Gilbert (480) 543-2000

bannerhealth.com

Banner Heart Hospital 6750 E. Baywood Ave., Mesa (480) 854-5000

bannerhealth.com

Banner Ironwood Medical Center 37000 N. Gantzel Rd., San Tan Valley (480) 394-4000

bannerhealth.com/ironwood

Banner MD Anderson Cancer Center

2946 E. Banner Gateway Dr., Gilbert (480) 256-6444

bannerhealth.com

Banner Thunderbird Medical Center

5555 W. Thunderbird Rd., Glendale (602) 865-5555

bannerhealth.com

Banner University Medical Center Campus

1111 E. McDowell Rd., Phoenix (602) 839-2000

bannerhealth.com

Cancer Treatment Centers of America

at Western Regional Medical Center 14200 Celebrate Life Way, Goodyear (623) 207-3000

cancercenter.com

Cardon Children’s Medical Center

1400 S. Dobson Rd., Mesa (480) 412-5437

bannerhealth.com

Dignity Health Chandler Regional Medical Center

1955 W. Frye Rd., Chandler (480) 728-3000

chandlerregional.org

Dignity Health Mercy Gilbert Medical Center

3555 S. Val Vista Dr., Gilbert (480) 728-8000

mercygilbert.org

Dignity Health St. Joseph’s Hospital & Medical Center

350 W. Thomas Rd., Phoenix (602) 406-3000

stjosephs-phx.org

Gilbert Hospital

5656 S. Power Rd., Gilbert (480) 984-2000

gilberter.com

Honor Health Deer Valley Hospital 19829 N. 27th Ave., Phoenix (623) 879-6100

jcl.com

Honor Health John C. Lincoln Medical Center

250 E. Dunlap Avenue, Phoenix (602) 943-2381

jcl.com

Honor Health Osborn Medical Center 7400 E. Osborn Rd., Scottsdale (480) 882-4000

shc.org

Honor Health Shea Medical Center –Shea Medical Center

9003 E. Shea Blvd., Scottsdale (480) 323-3000 shc.org

Maricopa Medical Center

2601 E. Roosevelt St., Phoenix (602) 344-5011 mihs.org

Mayo Clinic Hospital

5777 E. Mayo Blvd., Phoenix (480) 515-6296 mayoclinic.org

Mountain Vista Medical Center

1301 S. Crismon Rd., Mesa (480) 358-6100 mvmedicalcenter.com

Phoenix Children’s

1919 E. Thomas Rd., Phoenix (602) 933-1000 phoenixchildrens.org

St. Luke’s Medical Center

1800 E. Van Buren St., Phoenix (602) 251-8100 stlukesmedcenter.com

Urgent Care

Walk-in, face-to-face, brick-and-mortar urgent care facilities remain an important element in the healthcare system, even as virtual options expand.

FastMed Urgent Care

Multiple Valley locations (480) 545-2787

fastmed.com

NextCare Urgent Care

Multiple Valley locations (888) 958-2128

nextcare.com

One Health Alliance Urgent Care

7 Valley locations (855) 887-4368

onehealthurgentcare.com

Phoenix Children’s Urgent Care

4 Valley locations (480) 922-5437

phoenixchildrens.com/urgent-care

Urgent Care Extra

Multiple Valley locations urgentcareextra.com

Workplace Bundled Health Programs

In focusing on creating the perfect plan for your company, local providers offer direct benefits that your organization may rely on to ensure a strong healthcare program and policies for your employees.

Arrowhead Health Centers

Multiple locations (623) 334-4000

arrowheadhealth.com

Workplace Ergonomics

Wellness includes how our bodies function in our work spaces, and is therefore greatly impacted by the physical elements of that space. These businesses provide solutions, from chairs to desks to lighting — and beyond.

Ergoguys Products

5622 W. Orchid Ln., Chandler (602) 354-4190

ergoguys.com

ESI Ergonomic Solutions

4030 E. Quenton Dr., Suite 101, Mesa (480) 517-1871 esiergo.com

Goodmans Interior Structures

1400 E. Indian School Rd., Phoenix (602) 263-1110

goodmansinc.com

Workplace Wellness

There are many companies working to orchestrate alternative healthcare plans and consulting to customize healthcare benefits programs and policies for companies. These organizations below offer consulting, program development and direct care programs for businesses of all sizes.

Absolute Health

8360 E. Raintree Dr., Suite 135, Scottsdale (480) 991-9945

absolutehealthaz.com

Healthcare Solutions Centers

4831 N. 11th St., Phoenix (602) 424-2101

hcsonsite.com

LifeCore Group

P.O. Box 10264, Glendale (602) 235-2800

myhealthdividends.com

Alatrash, Ahmad, 18

Alatrash, Nas, 18

Amzallag, Jared, 15

Anderson, Lisa Stevens, 24

Aulerich, Kyle, 22

Bayless, Justin, 14

Blanton, Madison, 36

Butler, Tyler, 44

Chen, Cnadace, 14

Costello, Joe, 12

Diamant, Zander, 15

Diamond, Andy, 44

Diemand-Yauman, Connor, 36

Earnest, Keith, 12

Eberhart, Kendra, 10

Elisco, Brian, 24

Estes, Schuyler, 48

Grote, Tom, 9, 24

Hackathorn, Hannah, 45

Hammond, Jim, 24

Homco, Angela, 10

John Wittwer, 12

Joyce, Kim, 46

Kane, Heather, 24

Kehaly, Pam, 24

Kendle, Jeri, 46

Kieffer, Daniel, 38

Kopa, Kevin, 12

Kreipke, Niels, 48

Lehmuth, Rich, 24

Leiba, Elizabeth, 39

Lou, Ron, 44

Lucero, Manny, 49

McBath, Tamala, 36

Mursau, Chris, 39 Myers, Sarah, 42

Orozco, Daria, 11

Otten, Kortney, 42

Parkman, Gordon, 51

Richards, Jeff, 20

Richards, Shola, 39

Scarana, Beth, 22

Schnall, Steve, 44

Sharp, Tiffany, 36

Shepard, Kim, 24

Shukla, Anu, 13

Smart, Brad, 39

Smith, Robert, 10

Sulimko, Aleksandra, 66

Tollefson, Richard, 46

Villalobos, Jennifer, 36

Watts, Patricia, 16

White, Hannah, 50, 52

Abrazo Health, 24

Achieve Results Consulting, LLC, 51

Allstate Identity Protection, 53

Angry Crab Shack, 44

Arizona Commerce Authority, 68

Arizona Manufacturing Extension Partnership, 68

Arizona Small Business Association, 49

Arizona State University, 3, 36

AvAir, 12

Banner|Aetna, 9, 24

Blue Cross Blue Shield of Arizona, 24, 59

Botco.ai, 13

BW Parts, 10

Cavanagh Law Firm, 12

Center of Building Innovation, 36

Cigna, 24, 56

Delta Dental of Arizona, 64

Desert Financial Credit Union, 12

Desert Financial Foundation, 12

Dress for Success Phoenix, 36

Early Warning Services, LLC, 36

Equality Health, 24

evolvedMD, 24

Express Employment Professionals, 11

Family Development, 15

Gallagher & Kennedy, 42

Gensler, 45

Girl Scouts Cactus-Pine Council, 36 Goodwill, 19

Greenlight Communities, 16

Healthcare Solutions Centers, LLC, 62

HealthspanMD, 20

Hertel Report, The, 24

HonorHealth, 21

JDog Brands, 12

Jive, 6

JLL, 17

Kim Joyce and Associates, 46

Kiterocket, 67

Landsea Homes, 15

Larry H. Miller Hyundai Genesis Peoria, 10

Launch PM, 22

Lucero Consulting Group, 49

Merit America, 36

Mesquite Fresh Street Mex, 18

Minimal Living Concepts, 15

NAIOP Arizona, 12

National Bank of Arizona, 54

One Step Beyond, 36

Onstage Entertainment Group, 12

Phoenix Children’s, 24

Phoenix Philanthropy Group, The, 46

Protégé, 14

Recreo Cantina, 48

Royal Oaks, 10

Sharp Construction, 36 SnapNurse, 20

Sonora Quest Laboratories, 61

South Phoenix Express Employment Professionals, 12

SRP, 7, 23

Status Building Solutions, 57

Snell & Wilmer, 43

Stearns Bank, 6

Ten Figures, 14

TheSoul Publishing, 66

Toyota, 47

Trilogy Investment Company, 15

UMB, 38

UnitedHealthcare, 2, 24

VanTrust Real Estate LLC, 12

Wipfli, LLC, 22

Zerocater, 47

Aleksandra Sulimko

is the chief human resources officer at TheSoul Publishing, where she leads the Human Resources department, bringing her expertise to strengthen day-to-day operations of a global team spread across 70 countries. She also ensures her team supports each business division to drive employee well-being, empowerment and development.

Based at the company’s headquarters in Cyprus, Aleksandra is a Harvard Business School alumnus. She joined TheSoul from Exness, an international and award-winning financial brokerage company, where she introduced employee learning programs and supported personal career development across all company levels.

Before this, Sulimko worked for Team Training International and Japan Tobacco International in positions focused on coaching, employee career path training and organizational consulting. thesoul-publishing.com

APR. 2023

The Secret to Productive Meetings? Fewer, Faster, Focused

Remote and hybrid workforces are additional challenge

by Aleksandra Sulimko

Meetings, for many businesses, are a necessary part of the workday. They provide a platform for team members to share information, align on strategy and make important decisions. However, they can also be a significant drain on time, energy and creativity, with data revealing that many employees spend nearly 24 hours per week in meetings.

Long meetings with unclear agendas, multiple attendees and no resolutions can lead to frustration and unproductive outcomes, with a recent study by MeetingScience finding that the 55 million daily meetings in the U.S. leave 89% of attendees feeling unhappy.

In today’s fast-paced business environment, the need for effective meetings has never been greater. The ability to communicate effectively and make decisions quickly can mean the difference between success and failure. This is especially true for remote and hybrid businesses, as meetings require employees to focus on a specific task at a specific time. This can be challenging, as everyone’s productivity peaks at different times — and, with a more global workforce, time zones can also be an issue.

Employees should be able to work heads-down at a time ideal for them and answer colleagues’ questions on their schedule, rather than being interrupted by meetings.

TheSoul Publishing, a remote-first company, recognized this challenge and took a bold step in addressing it. We implemented a “no meetings” policy and found that there are only a few situations where meetings are necessary, such as development dialogues and performance reviews. In these cases, we follow a few simple rules that make these meetings as efficient as possible.

Here are seven tips for making meetings more effective, based on TheSoul Publishing’s experience:

1. Exhaust asynchronous options before scheduling a meeting. Asynchronous communication, such as email or instant messaging, can be an effective alternative to meetings. It allows for discussion and decision-making to occur at a pace that suits each individual rather than the pressure of real-time meetings. At TheSoul Publishing, we follow the rule of exhausting all asynchronous options before scheduling a meeting. This not only saves time but also allows for more thoughtful and considered discussions.

2. Provide 24 hours’ notice. When scheduling a meeting, it’s crucial to provide sufficient time to allow attendees to prepare. Requiring 24 hours’ notice for all meetings is ideal so that everyone comes ready to contribute.

3. Have a specific agenda. A meeting without a clear agenda is like a ship without a compass. At TheSoul, we ensure that all meetings have a clear, specific plan to keep

the conversation focused and on track. This helps to avoid unnecessary distractions and ensures that the meeting stays within its allotted time. Preparation is often the key to meetings that yield results.

4. Limit meetings to 30 minutes. Long meetings can quickly become unproductive and drain energy. To combat this, setting a limit for all meetings to 30 minutes can stop them from running on. This keeps the discussion focused and prevents it from wasting time for all participants.

5. Record the meeting. Recording the meeting allows attendees to revisit important points and discussions at a later time. This helps to ensure that everyone is on the same page and that decisions are acted upon.

6. Limit meetings to necessary attendees. Large meetings can quickly become overwhelming, and it can be challenging to stay focused when there are too many voices. To combat this, TheSoul prefers to keep meetings small, involving only attendees who are necessary for progress. This allows for a more focused conversation, helps to ensure that everyone has a chance to speak, and eliminates unnecessary participation.

7. Share detailed notes with the wider team. It’s vital to ensure that all relevant information is shared with the team after the meeting. It takes additional time in the short term but, by following the practice of sharing detailed notes with the wider team, companies can ensure that everyone is informed and up-to-date on the latest developments. This also eliminates the need for additional meetings to discuss the same information.

CONCLUSION

In today’s fast-paced business environment, time is a precious commodity for both employees and leaders. While banning meetings may not be possible for all businesses and industries, there are still lessons to be learned about the power of optimizing them. By following these tips drawn from TheSoul Publishing’s experience, businesses can ensure that their meetings are a valuable use of time and that everyone comes away feeling productive and energized.

A recent study by MeetingScience found that the 55 million daily meetings in the U.S. leave 89% of attendees feeling unhappy.