NAEO 2012 Annual Report by Nicki Brunner

National Amtelco Equipment Owners

2012 Annual Report MISSION The Amtelco Equipment Owners is an Association dedicated to education, networking and the development of best practices among memebers. VISION To be an indispensible resource for all Amtelco users.

Committee Report Pages:

3 Conference | 4 Education | 5-7 Financial 8 Future Directions | 8 Technology | 9 Membership 10 Board of Directors

President’s Report Submitted by Trisha Johnson, NAEO President Each year I think to myself at the end of the year, “Wow, this year went fast! I can’t believe it’s already over?!?!” Well, this year was no exception to that rule, other than the fact that it went even FASTER than the average year! I was so excited during my year as President-Elect to get to Las Vegas and start my year presiding over this organization that has done so much for me and meant so much to me. But once it was here… I blinked… and it was done. We started off the year Raising the Stakes with NAEO in Las Vegas at the beautiful Cosmopolitan of Las Vegas, where the possibilities were endless. The keynote speaker was one of the most-talked-about we have ever had and the educational content and networking opportunities were abundant for people in all areas of our businesses. And of course, there was plenty of night life in the city that never sleeps! The membership elected Gordon Mott, Laurie Blow and Theran Mossholder as the newest additions to your Board of Directors and then your Board elected Billy Peppard as our President-Elect. It was the perfect way to kick off our year. In May the Board of Directors made our annual trip to Madison, Wisconsin where we have an opportunity to meet with the leadership at Amtelco each year and have an open dialogue about our member companies’ needs and Amtelco’s plans to address them. This meeting is one of the most important things we do all year as it gives us the best opportunity to have your voices heard by our vendor, and they want to hear what we have to say. This helps our Board and the team at Amtelco make decisions about direction in the coming months and years. We did not undertake any large scale projects in 2012 as we had a focus on reduced spending and working toward the goals laid out in our 3 year strategic plan. This is a large undertaking as a whole and especially in the final year ,which finds us on the home stretch with many objectives reaching their deadlines. However, we did get plenty accomplished throughout the year! Including finding an even better E&O Insurance provider for our members; you will have an opportunity to meet them while in Nashville. We spent a lot of time creating plans on how to diversify and increase our revenue, which you will hear much more about soon. We finally got some steady traction behind our Future Directions Committee under the

leadership of Gordon Mott and with the participation of many leaders in our industry from companies large and small, as well as strategic players from Amtelco who are part of this committee. Our Education Committee has worked tirelessly this year to broaden the scope of the educational opportunities for our members. The number of webinars we have offered has increased significantly and committee members had their ears wide open so as to choose the most relevant topics possible to our members. We had record-breaking attendance at our IS Educational Workshop this summer; it was a huge success. And you will hear about the rest of their work as it is announced during the conference; I wouldn’t want to steal their thunder. The Conference Committee has worked hard to bring you a fantastic line-up of sessions and events while in Nashville and they couldn’t do it without the help of our Event Coordinator, Julie Cygan and her team at Ewald Consulting. The Membership Committee has put tremendous effort into both retaining members and attracting new ones and coming up with new and creative ways to do both throughout the year. The Technical Committee has kept things running smoothly behind the scenes and maintaining their work with Amtelco’s Innovation Machine Committee. Also a huge thank-you goes out to Betty Bouchie for keeping us informed throughout the year, month, after month via our Newslinks! Through myriad small to mid-sized projects we have worked on over the year, we have had the constant support of our management company, Ewald Consulting. Our Executive Director, Andy Shelp, keeps us all on track and on our toes all year round and we couldn’t do it without him and the team of professionals at Ewald we have working behind the scenes for us! I can’t put into words how incredibly appreciative and grateful I am to this organization, our members, and especially my fellow board members that I have had the honor of working alongside over the years and especially this last year. Knowing that I am heading into my final year on this board gives me a sense of great accomplishment and also a bit of sadness that the end is drawing near. I have gotten so much from everyone I have had the pleasure to work with and talk with in this group, and I hope I have been able to give a fraction of that back – as I know I could never repay it in full. Thank you all for your support of NAEO and for the opportunity to serve as your President this past year, and I wish you all nothing but blessings and good fortune in 2013.

2012

Conference Rep0rt

Submitted by Trisha Johnson, Conference Committee Chair In 2012 at the NAEO Annual Conference we Raised the Stakes and the possibilities truly were endless! The conference was held at the prestigious Cosmopolitan of Las Vegas, a new luxury resort in the heart of the strip. Who can forget the Chandelier Lounge with luminous beaded curtains of light. Breathtaking! Attendance at the conference was a sure bet as everyone walked away with more knowledge, more ideas, more connections and more friends. We started out the conference with our Supervisor Workshop and our IS Workshop, which are growing in popularity with each one we hold. At the end of the first day of the workshops our first time attendees were invited to attend a special reception in their honor, giving them an opportunity to meet each other and meet our Board of Directors as well as our Membership Committee. They were then paired up with their “buddy”, a volunteer conference “veteran” who would help them navigate through the conference, introduce them to people and make sure they had someone they were comfortable with throughout their experience. After the First Timer’s Reception we went right into our annual Opening Reception hosted by NAEO. This is the moment everyone waits for, the perfect opportunity to reconnect with old friends and make some new ones. With good food and good friends, it’s hard to go wrong, and we had a lot of stragglers sitting and talking long after the festivities ended. This is where the networking really begins. Monday morning started with the final third of our workshops in the morning. Simultaneously, Amtelco once again held its annual Amtelco University, an ever-popular attraction at our conference every year. After lunch we welcomed David Fabricius whose presentation grasped the attention of our entire audience and did not let go until he finished. He was a dynamic and entertaining speaker who also had something to teach us about breaking through to the next level. All of the comments and survey results let us know just how well received he was by our group.

The final day of our conference started off with two rounds of breakout sessions led by some of the leaders in our industry and even one led by Jody LaLuzerne and Greg Beale that is an annual fan favorite as they walk you through everything you need to know about maintaining your Infinity in the best possible condition over time. After lunch Amtelco hosted its 1Call session for our hospital attendees, while the nonhospital members enjoyed our ever-popular Round Table sessions where they had a dozen possible topics to choose from to spend 30 minutes each at three different tables and brainstorm with their peers. The end of the conference drawing near, we held our Best Idea Session where everyone comes together and shares the one big idea they are taking away from the conference. Since everyone cannot make it to every session, this is a fantastic opportunity to hear some strong ideas and take-aways that you may have missed due to being in another session. This is a DON’T MISS session every year. We closed the conference announcing the location of the next year’s conference, Nashville, Tennessee. Your Conference Committee has been hard at work all year working on the plans for the 2013 conference at the Gaylord Opryland Hotel in Nashville, where you will have more excellent networking opportunities and an amazing educational lineup. In addition, the site for the 2014 conference has been selected and will be announced at this year’s conference in Nashville. A big thank-you to everyone who participates on the Conference Committee for the time and effort you put into planning this spectacular event. Conference Committee Members: • Trisha Johnson, chair • Kelli Harrigan, • Gerald R. Brosseau, II • Jamie DesJardins • Marci Imes • Rob Laguerre

• • • • • •

Lina Masri Lisa Phillips Evelyn Portinari Jessica Schipull Tessie Toups Julie Cygan, Staff Liaison

We ended the day of sessions hearing Kevin Beale and the team from Amtelco tell us what was coming down the pike from Amtelco in their “Don’t Gamble with the Future of Your Call Center” session. The evening brought us a lot of fun and more opportunity to network and connect as Amtelco hosted a gathering for us with fun music, a lot of dancing and abundant laughter. Tuesday morning started off with a second session led by Kevin Beale and the team at Amtelco as they dove a little deeper into some of the things they unveiled the previous afternoon. Then we jumped into our first set of sessions in our tracks (Operations, Sales & Marketing and Technical). After lunch we had more sessions in each of these three tracks plus we began our hospital track that we worked hard to bring you this year! We then held our annual Business Meeting where we shared with the membership what the Board of Directors had spent their time on through the previous year, and what the plans were for the year to come. At this time we also held our election for our Board of Directors where Laurie Blow, Theran Mossholder and Gordon Mott were elected by the membership as our newest directors. We said our thanks to Kelli Harrigan who had spent the prior year presiding over our organization as she passed the gavel to incoming President Trisha (Stenberg) Johnson. We ended the day with another set of breakout sessions then sent our attendees off for a free night in Las Vegas with friends old and new.

Education Rep0rt

Submitted by Gerald R. Brosseau, II, Education Committee Chair, Conference Committee Co-Chair 2012 has set an exciting precedent for the NAEO Education Committee! Following the 2012 annual conference, the committee immediately began to plan for a summer seminar on Intelligent Series programming and scripting upon the request of members. After surveying the membership, Philadelphia was again the preferred location for travel convenience. The committee also listened to the members in their request for training that would be budget conscious, so we have developed a model on the hotel class, requirements, and accommodations as well as considerations for travel, especially when sending employees of your organization. The hotel offered many benefits, especially for those traveling by air, such as free shuttle service to Philadelphia International Airport, as well as included WiFi in hotel rooms. The Intelligent Series workshop was offered in a day and a half, along with basic and intermediate training, followed by a day and a half of advanced and Contact Dispatch training. Amtelco offered a gracious sponsorship and attendance of employees: Susan Kirkpatrick, Pat Dye, and Joe Everly. Led by Gerald R. Brosseau, II, Education Chair, Theran Mossholder, and Jake Phillips, attendees were offered a broad spectrum of training. The first day included basic programming of info pages, shared fields, flow charting and scripting. Day two offered IS Directories and a continuation of scripting various elements. By day three, the training included advanced scripting elements such as expression builder, linking a script to a website, and Contact Dispatch elements. The session proved to be an amazing success with more than 40 people in attendance at the Courtyard Marriott Hotel at Philadelphia Airport. “I really enjoyed this seminar. Each presenter passed on workable knowledge clearly and in a concise manner. The entire seminar opened my eyes to techniques that will directly benefit NACC and what I enjoyed more than anything is passing down my knowledge to those who are new to IS environment. The hands-on exercises and one-toone assistance created an open and less intimidating environment. Maybe it was the combined personalities of all the presenters, but the atmosphere was kind, relaxed, and engaging. The venue is conveniently located not only for travel but for site-seeing as well…Thank you so much for your time and effort.” Pam D’Ambrosio-Denson, Manager, North American Call Center. The committee also worked to improve webinar communications to the members. Due to the popularity of the webinar topics, some webinars attracted upwards of 50 attendees. The WebEx bridge was expanded to an “Event Center,” which allowed for continued recording of webinars while accommodating up to 100 concurrent attendees. The event center also allowed for improved connectivity; members can connect via VOIP or dial-in. The education committee was further strengthened this year with the addition of co-chair Lina Masri. Lina helped to improve the webinar schedule and worked diligently to learn the new WebEx system. Hettie Dunwoody volunteered to fulfill the webinar coordinator position, formerly held by Lisa Phillips. Hettie and Lina worked the remainder of 2012 in scheduling at least two webinars a month on a variety of topics. One of the largest attended was a webinar offered by Kurt VanderScheer on SQL Reporting. Keep an eye out for the webinars offered in 2013. 2013 started off with several webinars, including webinars from our associate members: New England Payment Systems, XLScheduler, and US Risk. The committee has a great schedule in store for the rest of 2013 4

and will welcome more ideas that will help you in your business or for training your employees. 2013 also started off strong with a negotiated contract signed on December 31, 2012 for the 2013 IS Workshop. Based on feedback from the Philadelphia session, Atlanta won the location in terms of popularity for this year. Cities also suggested and considered were Boston, Indianapolis, and Minneapolis. Julie Cygan of Ewald Consulting did an outstanding job at securing NAEO an appropriate venue for this seminar. The committee has already begun planning for a 3-day intensive workshop to be held at the Embassy Suites at Atlanta Airport, with room rates at $99! The session will cover the basics as well as advanced level programming and Contact Dispatch Architecture. This seminar will be dedicated to IS programming and is a great opportunity for intermediate and advanced programmers to advance their skill level. The committee was also responsible for the pre-conference sessions in Nashville. Education committee members Deborah Anders and Evelyn Portinari offered a workshop specifically for supervisors that included details regarding Amtelco software that a supervisor should know as well as how to properly handle human resource and customer service issues. The concurrent Intelligent Series workshop for basic and intermediate programmers was offered by Jake Phillips and education committee members Jason Miller, Debbie Imes, and Theran Mossholder. Finally, Gerald R. Brosseau, II, and Theran Mossholder will unveil a new “plan” for the education committee at the 2013 Annual Conference in Nashville. Proposed initially in early 2012 by Gerald to the Board of Directors, the plan includes structuring all educational offerings into a “suggested course” for either supervisors and/or programmers. Some topics will be offered in-person as workshops, while others will be available via webinar. The successful completion of the course outline will allow for employees to become NAEO Certified as a Supervisor or Programmer. The addition and structure of the educational sessions will be a tremendous asset to NAEO members in terms of training new employees, refresher training, or cross-training. The NAEO Education Committee continues to have a strong core of highly motivated and dedicated members. This year, we welcomed several new committee members and we continue to extend an open invitation for you! The goals this year will require your valuable input as we work to develop the new certification program and training library. We’re also always looking for webinar ideas, webinar presenters, and assistance with our IS and Supervisor seminars. Please email education@naeo.org with your ideas, feedback, to volunteer to present on a topic, or to join the committee. We’d love to have you! Finally, I want to personally thank this year’s committee for volunteering their time, talents, and efforts for the benefit of the entire membership. It is because of these individuals that we have the quality, frequency, and consistency of educational topics to further inspire, improve, and reinvigorate our own respective organizations. Thank you, again! Education Committee Members: • Gerald R. Brosseau, II, co-chair • Lina Masri, co-chair • Deborah Anders • Hettie Dunwoody • Kelli Harrigan • Debbie Imes • Trisha Johnson • Jason Miller

• • • • • • •

Theran Mossholder Sherry Oxner Evelyn Portinari Gail Russell Carolyn Sonnefeld Tessie Toups Brandon Westfall

Financial Rep0rt

Submitted by Robin Bailey, NAEO Secretary/Treasurer As of December 31, the organization’s balance sheet showed improvement over the previous year. Cash is nearly $10,000 higher than last year but prepaid expenses are lower. The prepaid expenses consist of $4,125 for Affiniscape which will be expensed over the term of the contract and expenses for the 2013 conference. Total 2012 conference income was $144,587, an increase of $9,929 over prior year. Registrations were up $8,160 for the main conference along with the IS Training increasing $2,691 with a slight offset of $995 for the Supervisor Training. Conference expenses exceeded the previous year by $9,324. The Cosmopolitan did not furnish any complimentary rooms which resulted in lodging being $5,184 higher. Postage and printing of the conference brochures, on-site brochures, session handouts and surveys increased $3,943. Food costs were $2,433 higher even with a $5,000 credit from the hotel. Equipment rental had a savings of $3,930 from 2011. The Las Vegas conference’s net income of $12,916 was higher than New Orleans by $605.

2012

Total Non-Conference income of $171,034 was $7,589 higher than 2011. The IS Training in Philadelphia resulted in an increase in registration income and sponsorship income of $10,840 and $1,500 respectively. This increase was offset partially by dues income being down from last year by $3,653. Expenses for Non-Conference totaled $175,964, exceeding last year by $12,872. Management fees increased over last year by $2,405. We paid $2,007 for scholarships that we did not incur last year. Board expenses were higher this year due to a combination of increased attendance at the meetings and general price increases. Training expenses increased slightly in all categories except for equipment rental. Due to a favorable contract with the hotel in Philadelphia, there was a savings of $3,176 over last year which offset the unfavorable variances. Overall, NAEO’s total net income for 2012 was $7,986 due to a successful conference, a successful IS Training session in the summer and careful monitoring of expenditures. It is the Board’s goal to continue growing the income while providing benefits to the members.

Financial Report

Profit & Loss

2012

2011

January 1, 2012 to December 31, 2012 Annual Conference

Non Conference

January 1, 2011 to December 31, 2011

Total

Annual Conference

Non Conference

Total

Income Advertising Income Commission Income

10,919.00

1,160.00

1,740.00

500.00

11,419.00

365.00

11,011.20

0.00

500.00

147,614.11

151,266.77

548.62

701.99

Donations Dues Interest IS Training

8,671.00

5,980.00

0.00

200.00

18,711.00

140,126.00

113,255.00

2,500.00

Miscellaneous Registrations

121,415.00

Sponsorship Supervisor Training

10,646.20

3,582.00

4,577.00

171,033.73

315,620.73

134,658.20

Accounting

525.00

Advertising

635.00

ATSI Board

Total Income

3,582.00 144,587.00

7,871.35

121,126.35

1,000.00

1,000.00 4,577.00

163,445.11

298,103.31

525.00

635.00

625.00

1,096.70

1,835.15

1,665.34

3,915.26

1,834.95

2,592.25

Collins Scholarship

1,506.92

Credit Card Fees

8,165.99

Curtin Scholarship

500.00

Depreciation

510.96

320.00

15,292.04

Expense

Awards/Gifts

Equipment Rental

2,249.92

14,972.04

Insurance IS Training

956.00 5,306.50

Lodging

5,632.74 81,648.19

Meeting Expense

11,755.37

17,388.11

102,252.90

17,134.55

98,782.74

321.00

7,443.90 0.00

18,901.74

510.96

3,605.16

22,506.90

1,070.00

5,402.28 448.78 79,214.76

5,402.28 71.25

71.25

11,170.81

11,619.59

99,847.56

12,671.34

91,886.10

386.99

Postage

3,340.50

683.82

4,024.32

1,572.28

842.87

2,415.15

Printing

3,992.95

4,135.86

8,128.81

1,817.78

3,475.14

5,292.92

Professional Services

7,168.64

752.49

7,921.13

6,000.00

Supervisor Training

3,366.00

3,435.48

Supplies

1,350.85

1,000.52

2,351.37

2,106.28

120.00

Technology Telephone

Taxes

Travel

2,642.32

Warehousing Webinar Total Expenses 6

7,443.90

0.00

Management Meals

0.00

956.00 5,306.50

Legal

757.30

Net Income

523.01

2,629.29

120.00

20.00

6,899.40

6,692.92

2,769.98

1,836.35

10,774.17

13,416.49

7,369.93

10,059.79

397.94

178.53

2,689.86

1,084.00

555.00

131,670.65

175,963.91

307,634.56

122,346.54

163,091.82

285,438.36

12,916.35

(4,930.18)

7,986.17

12,311.66

353.29

12,664.95

Variances 2012 vs 2011 Annual Conference

Non Conference

Balance Sheet

(2012 vs. 2011)

As of 12/31/12

Total

Current Assets: Checking/Savings/Cash Checking

-580.00 272.80

-580.00

135.00

407.80

-500.00

-3,652.66

-153.37

2,691.00

-200.00

8,160.00

10,839.65

18,999.65

0.00

1,500.00

-995.00 9,928.80

-995.00 7,588.62

17,517.42

55,267.00

Curtin Scholarship Fund

3,929.70

10,335.76

10,330.58

114,064.87

113,521.43

Total Checking/Savings/Cash

179,667.63

169,380.67

290.00

4,694.61

7,539.57

11,220.23

187,497.20

185,295.51

Accounts Receivable Prepaid Expenses Total Current Assets Fixed Assets: Equipment

7,640.32

-6,987.92

-6,476.96

652.40

1,163.36

188,149.60

186,458.87

49.46

213.04

Accumulated Depreciation Total Assets Liabilities & Equity Current Liabilities:

0.00

-10.00

Deferred Revenue - Dues

91,749.19

88,616.55

738.45

Total Current Liabilities

91,798.65

98,094.09

169.61

-1,323.01

Total Liabilities

91,798.65

98,094.09

-1,506.92

Equity

-722.09

-500.00

0.00

3,285.16

7,214.86

114.00

95.78

95.78 71.25

71.25

-584.56

-5,768.52

-2,405.34

-4,463.21

-6,896.64

65.99

-1,768.22

159.05

-1,609.17

-2,175.17

-660.72

-2,835.89

-1,168.64

-752.49

-1,921.13

-5,183.96 -2,433.43

69.48 755.43

45,528.66

Savings

Accounts Payable

-1,492.62

As of 12/31/11

69.48

Deferred Revenue - Conference

9,264.50 Webinar Warehousing Travel Telephone

Retained Earnings

88,364.78

75,699.83 Technology

Net Income

7,986.17

12,664.95

Total Equity

96,350.95

88,364.78

188,149.60

186,458.87

Total Liabilities & Equity

Taxes

Supplies Supervisor Training

Income

Professional Services

Supervisor Training

Webinar

Printing

Warehousing

Postage

Travel

Meeting Expense

Telephone

Meals

Technology

Management

Taxes

Lodging

Supplies

IS Training

Supervisor Training

Insurance

Professional Services

Equipment Rental

WebinarWebinar

Printing

Depreciation

Sponsorship

Registrations

Registrations IS Training

IS Training

Interest

Dues

Dues Commission

Expense

Advertising Commission

Advertising

-477.51

277.92

-100.00

Warehousing

Postage

Curtin Scholarship

-206.48

Travel

Meeting Expense

Credit Card Fees

-933.63

Telephone

Meals

Collins Scholarship

-3,404.24

-3,356.70

-219.41

Technology Telephone

Management

Awards/Gifts

-529.00

Taxes

Lodging

ATSI Board

-9,324.11

-12,872.09

-22,196.20

IS Training

Advertising

604.69

(5,283.47)

(4,678.78)

Supervisor Training

Insurance

Accounting

Professional Services Supplies

Equipment Rental

Printing

Depreciation

47.54

Warehousing Travel

Technology

Supplies

Taxes

Future Directions Committee Submitted by Gordon Mott, Future Directions Committee Chair Future Directions Committee (FDC) is a new committee for NAEO started this past year. At its May meeting, our board set these objectives for FDC: • Create a NAEO summary of the industry to determine business needs for 3-5 years out; • Assist Amtelco develop ideas and receive feedback for future developments through NAEO and its members; • Identify and communicate common challenges that members and Amtelco are facing; and • Identify future developments that impact NAEO members and their future business needs to allow for mutual growth. With this charge, FDC assembled its members comprised of several NAEO board and at-large members plus two Amtelco technical staff. FDC provides NAEO a direct platform for continuous dialogue with Amtelco to develop and share mutually beneficial strategies and goals. We intend to encourage development of products and services by Amtelco that NAEO members need which result in profitable growth for both entities. This positive communication structure allows us to provide guidance to each other regarding needs and challenges. Since starting in the fall of last year, we identified four broad areas for discussion: • management of technology; • data management/reporting;

• client communication (with rapidly developing social media technologies, HIPAA, etc.); and • healthcare industry changes/electronic medical record standards. Management of technology topics include fault tolerance, cloud services, virtualization, security, open standards and ease of use. Under the data management/reporting umbrella, we identified a single user interface for web services, with web providing easy-to-download versions of reports, standardization of reporting terminology and terminology that is easy for clients to understand. I look forward to FDC’s growth in 2013. Our industry will continue to face challenges. Being proactive and working with Amtelco is one way tocreate opportunities. All members are encouraged to share their ideas with FDC. Future Directions Committee Members: • Gordon Mott, Chair • Greg Beale • Kevin Beale • Kelli Harrigan • Jamey Hopper • Kurt VanderScheer • Jim Wagner

Technology Rep0rt

Submitted by Kurt VanderScheer, Technical Committee Chair The Technical Committeeʼs mission is to provide technical support and guidance for the NAEO board and its members as well as maintaining its technology assets. 2012 turned out to be a pretty quiet year on the technology front. All NAEO systems are present and accounted for and operating normally. The Technical Committee continues to represent NAEO with representation on Amtelcoʼs Wish List Subcommittee. This subcommittee discusses, ranks, and provides insight to Amtelco on submissions made to the Amtelco Innovation Machine. NAEOʼs representation at the bi-weekly meetings is to provide feedback and insight from a userʼs perspective. Amtelcoʼs willingness to collaborate and their dedication to this process is to be commended. In December 2012, Affiniscape Inc., our vendor for our Members360 association management and website platform announced its merger

with YourMemebrship.com. Over the coming year Members360 will be migrated to the YourMembership.com platform. Weʼre excited for the new features and future possibilities this new platform can offer the association. The Technical Committeeʼs goal is for this migration to be as seamless as possible. The Technical Committee is always looking for new members. If youʼre interested joining, please email the Technical Committee chair at technical@naeo.org. Technology Committee Members: • Kurt VanderScheer, Chair • Matthew Crocker, Co-Chair • Mike Burkinshaw • Scott Harbin

Membership Rep0rt

Submitted by Laurie Blow, Membership Committee Chair Looking back on 2012, it is hard to believe how quickly time has gone by. The Membership Committee started the year with several new members and a renewed focus on retaining membership numbers. Committee members continued to make calls to renewing members discussing the benefits of our association. The case study numbers developed in 2011 (showing NAEO benefits not only cover the cost of member dues but also have a positive impact on our members’ bottom lines) were highlighted. These efforts resulted in many members renewing although our membership numbers continued to decline.

best for receiving approval for continued membership. The service contract discount with Amtelco continued to be one of the strongest benefits as it covers the cost of dues for those eligible. Educational opportunities were also identified as a strong benefit and resulted in the hospital track being brought back for this year’s conference. We look forward to working with our existing group of hospital members to develop ways to attract more of Amtelco’s 1 Call sites.

We ended the year with 199 members. Twelve new members were added, eleven of these by Amtelco as introductory members. Twenty-two members dropped including six introductory members, six hospitals and three small call centers. The committee dug deeper into understanding who our dropped members are to develop strategies for retention and recruitment. Four categories were identified: introductory members, hospitals, small call centers and mergers.

We were excited to welcome Laura McCormick from U.S. Risk and Linda Monaco from New England Payment Systems, LLC to our group this year. Laura brings over 20 years’ experience meeting the insurance needs of the call center industry. As our new professional liability insurance program grows, Laura will develop risk reduction tools for our members. New England Payment Systems offers our members reduced credit card processing rates. A Membership Committee goal for 2013 is to expand our Associate Member base to bring more value to our members.

Introductory members added by Amtelco are our primary source of new members. Their retention is vital to the health of our organization. These members also account for almost half of our dropped members per year. Many of these members have identified time as the biggest obstacle to becoming engaged in NAEO during the introductory year. The amount of work involved with programming IS keeps many of these new members from actively participating. In May, the Board of Directors approved extending the introductory membership to 18 months to get most of these members through their cut date. We are developing strategies to assist these members in understanding the wealth of knowledge and experience available to NAEO members can ease the transition to the new system. The Ambassador Program continues to be vital in this effort. A special thanks to Billy Peppard for his many years as the NAEO Ambassador Liaison. Billy, as our incoming President, is passing responsibility for this program on to Jake Phillips. Best of luck to both of you! Early in 2012, several members of the Membership and Education Committees conducted a hospital focus group. Hospitals have been facing serious budget reductions with association memberships being a line item often cut. Our hospital members helped us understand the budgeting process within their organizations including what worked

National Amtelco Equipment Owners

Small call centers with five seats or less identified the cost of dues being too high for their small size as a deterrent to membership. This feedback was used by the Dues Restructuring Committee in their development of new rates. Engaging these small members in the listserv and educational opportunities will help them grow and make dues less of a challenge.

Efforts are underway to expand our marketing materials. We have been working directly with Amtelco to create materials for distribution by their sales team to non-members. We will expand the information available to non-members on the website and continue to increase our social media presence. Volunteers are vital to our continued success. I would like to thank all of our committee members for their hard work during the year. Please be a part of the future of our organization and volunteer! If you would like to join the Membership Committee, please see any of the committee members below. Membership Committee Members: • • • • •

Laurie Blow, Chair Billy Peppard, Co-Chair Ron Waine Marty Imes Gail Russell

• • • •

Jillian Henry Rob Bennett Jana Olson, Amtelco Liaison Andy Shelp, NAEO Executive Director

Membership Report 9

2012 Board of Directors

PRESIDENT Trisha Stenberg Appletree Answering Service

CONFERENCE CHAIR Kelli Harrigan Spectrum Communications

TECHNICAL CHAIR Kurt VanderScheer Answer United

VICE PRESIDENT Billy Peppard Medical Connections, Inc.

CONFERENCE Co - CHAIR Gerald R. Brosseau, II, B.S.B.A. Always On Call Answering Service, LLC

Technical Co - Chair Matt Crocker Crocker Communications, Inc.

PAST PRESIDENT Kelli Harrigan Spectrum Communications SECRETARY/TREASURER Robin Bailey The Legacy Connection

EDUCATION Co - CHAIR Gerald R. Brosseau, II, B.S.B.A. Always On Call Answering Service, LLC Education Co - Chair Lina Masri Extend Communications, Inc. Future Directions Chair Gordon Mott Main Line TeleCommunications

Board Member Theran Mossholder Newtown Answering Service ATSI Representative Kelli Harrigan Spectrum Communications EXECUTIVE DIRECTOR Andy Shelp andys@ewald.com

Membership Chair Laurie Blow Advanced Answering Center

Save the Date for 2014 10

NAEO Annual Conference March 10-13, 2014