Looking Back at the First Year of CPCA’s Membership Ambassador Program
In March 2021, Ginger Smith, Vice President of Member Relations, embarked on an effort to better connect CPCA member health centers with regular, intentional and comprehensive support through staff connection and technical assistance. With help and support from leadership and staff, CPCA developed the Membership Ambassador program with the goal of maintaining and/or improving member retention and satisfaction, and ensuring all members continue to find value in CPCA membership. The program is structured as follows:
Each member health center is assigned a staff Member Ambassador who serves as a key contact and who commits to at least annual outreach (typically in the Spring) to their assigned members to learn about health center activities and challenges.
Member Ambassadors schedule ongoing check-in calls as necessary and as often as members request.
Member Ambassadors effectuate our “no wrong door” policy by navigating members to needed support if they are not the right individual to assist.
Member Ambassadors periodically email health centers important and time-sensitive Association information about upcoming events, advocacy efforts, and other opportunities for learning and support.
The CPCA data team analyzes member outreach for trends that influence training and technical assistance efforts.
To date, nearly 50 percent of members have connected with their Member Ambassador. During the numerous outreach discussions, CPCA uncovered the following trends:
Community health centers (CHCs) are most proud of their COVID response, their ability to move towards and leverage telehealth, and their efforts to connect patients with Social Determinants of Health (SDOH) resources, such as food and housing.
Common challenges CHCs are currently facing include staff turnover/recruitment and transitioning EHR systems, particularly, transitions to EPIC.
The most valued CPCA services and support continue to be policy and advocacy efforts along with CPCA staff facilitated member engagement spaces such as Peer Networks and training events.
Recently, Member Ambassadors conducted another round of intentional outreach to both ask for health center updates and to ask for additional input into CPCA services and support. Staff have greatly appreciated creating deeper relationships with health center CEOs and staff and ensuring that all members feel they have a trusted source of support at the statewide office. CPCA will continue its focus on member engagement into 2022 and beyond.
If your health center has not yet connected with a Member Ambassador, please contact Ginger Smith at gsmith@cpca.org to get connected today!