EXECUTIVE SPOTLIGHT Dion Williams, Piedmont Advantage Credit Union’s Chief Executive

On May 1, 2019, Dion Williams became Piedmont Advantage Credit Union’s (PACU) President and CEO. Within ten months on the job, COVID-19 is declared a pandemic, a national emergency ensues, and statewide stay-at-home orders spread across the nation. Advancing the credit union’s strategic priorities could have stalled. Instead, according to Williams, they accelerated primarily due to the culture of PACU and resiliency of its employees. “It’s the tough times that test an organization’s culture and values; and the commitment of our employees shown to members, our operations, and each other has been nothing short of extraordinary,” Williams said. Williams stresses that this culture stems from credit unions, in general, having a shared purpose of “People Helping People.”

“This purpose acts as the North Star that helps to show us where we need to go and why, even though the how is specific to each credit union,” he said, and added, “There is no doubt that the pandemic accelerated our strategic priorities, primarily due to the fact these priorities reinforced this underlining purpose.”

Pictured with Williams (left to right) are PACU’s CU@Work Executive Jobana Semones, Lending Processor Michelle Johnson-Epps and E-Commerce Manager Daniel Scruggs.

When Williams took the leadership helm at PACU, he set out to create an infrastructure where employees were positioned to simply serve its members. This meant offering new technologies for self-service transactions, so employees had the time to problem-solve.

According to Williams, the irony of the infrastructure was that it existed on the drawing board before the pandemic and served a remarkable purpose during the pandemic. The rationale was that changing consumer behaviors bring with them an expectation of more technology and automation to accompany the service experience. Thus, contactless payments for debit and credit cards, digital wallet options, and upgraded ATM’s satisfied the expectations of an evolving consumer base, while also providing safer service delivery options during the pandemic.

Carolinas Credit Union League President and CEO Dan Schline, who has known Williams for 24 years and was aware of Williams’ infrastructure plans, agrees with Williams’ overall credit union sentiments. “While the pandemic threw all financial institutions for a loop, because of the ‘People Helping People’ philosophy within the credit union industry, the immediate needs of employees and members intuitively came first,” Schline said.

“When the needs of employees and members are the priority, long-term institutional goals aren’t sacrificed. They actually become amplified,” Schline added. During the pandemic, Schline and Williams communicated regularly. Schline shared he saw first-hand that Williams took care of his employees first, safeguarding their well-being by providing remote work opportunities where possible, and limiting branch access to the public; and when PACU members needed help paying bills, PACU responded with loan forbearance and fee waivers.

“What impressed me most was PACU’s ability to offer Paycheck Protection Program (PPP) loans to small business owners in its service regions. At the time, PACU didn’t offer business-lending solutions, but managed to create a new line of business in a few weeks, so that it could offer PPP loans to area businesses in desperate need of these federal funds to pay their employees,” Schline said.

“Dion recognized the importance of offering business services and reacted deliberately and purposely to help his executive team make it happen. Dion’s can-do attitude is inspiring,” Schline admitted. “Through all of this, PACU maintained its long-term focus of modernizing delivery channels.”

LESSONS LEARNED In preparing for this executive spotlight, Williams took the time to reflect on this past year. He learned that organizations that truly operate with a servant’s heart pivot faster and capitalize on the opportunities inherent in any crisis. Yet, Williams emphasized that communication is a critical element of leading a team through any crisis.

“Communications must be frequent and transparent, truly say something, and provide reassurance. Any message communicated must be in harmony with the actions taken. Thus, stakeholders hear the message, see the actions, and gain confidence in the plan and its execution,” he said.

Williams has held numerous leadership positions, with the most recent, prior to PACU, as chief executive at Del-One Federal Credit Union in Dover, Delaware. As a leader, he uses the four guiding principles of problem-solving, innovation, planning, and connectivity to help him position institutions for future growth. He credits these principles as part of PACU’s success during this past year. Williams elaborates briefly on these principles below.

• Problem-solving. I encourage my leadership team to focus on finding solutions to emerging issues and on making progress on important

We ask ourselves how something can be accomplished. It is really easy to talk oneself into inaction. Businesses that survive and even thrive are the ones that push the envelope, ask the hard questions, and are not afraid to fail. We have to be prepared to adapt to the unexpected. The outcome may not be what we first expected, but if we are adaptable and forward-thinking, the outcomes can be even better. When the PPP loans were introduced, PACU had no business-lending program in place. Fast-forward a few short weeks, and nearly $1.5 million in loans to over 50 small businesses had been originated. That’s the epitome of recognizing a need and not being afraid to take a chance to meet it.

• Innovation. Having to solve compounded problems in a short time period accelerated innovation, embracing experimentation with new ideas and cross-functional collaboration, and a breaking down of hierarchies to tap into ideas from across levels. Innovation, traditionally seen as driven internally by people coming together physically for ideation, is also getting redefined in a virtual world with a focus on finding creative ways to respond to the external challenges and opportunities. Greater adoption of technology is driving the realization that many activities traditionally seen to be needing significant investment can be done with less.

Financial services is a people business. It always has been and always will be. We build infrastructure such that the technology and innovation are present for those who want or need self-service. Yet, we utilize our human capital to build relationships and deliver a consultative approach to their interactions with members. In the end, it is multiple-service delivery-channels with a well-trained staff, committed to high service standards.

• Planning. Contrary to the discourse about today being only about survival, I ask my leadership team to stress the importance of spending time on planning ahead. The days of the five-year plan may be gone, with every strategy having the potential to get disrupted. Using data and observing trends, we can develop strategies to anticipate multiple scenarios.

With a fast-changing external environment, ‘plan, experiment, evaluate, and improve’ is our future business model.

For example, the strategic planning session in 2019 was prior to the pandemic and focused on this business model philosophy. It was less of a long-term strategic outlook and more of a philosophical discussion of where the credit union is headed. Clear themes from this session were a commitment to the service experience for members, building infrastructure to serve members regardless of generation or geography, and forming a foundation to address needs that are unique to the communities we serve. The progress from the 2019 session to the 2020 session led to a more strategically focused and longer-term outlook.

• Connectivity. In light of the greater dependence on technology for virtual working, a lot has been said about the changes in the modes of communication recently. At PACU, we believe there have been even bigger changes to the very nature of engagement with our colleagues. Walking the tightrope between managing the expectations and motivation of employees and creating a sense of community when people are physically distant is important.

For example, there was never any thought to halting training during the pandemic. Rather, the question was, how do we make this happen? How do we stay connected? PACU holds two all-staff training days during the year, Employee Engagement Day (October) and Simply Service Day (February). Both events continued during the pandemic, as segments were pre-recorded and aired to staff during “watch parties,” consisting of smaller groups such that consistent messaging was received and smaller group discussions could be held. In addition, a new intranet was launched. This was planned prior to COVID; however, the timing was fortuitous to enhance connectivity when there were limits on in-person interactions.

FINAL THOUGHTS FROM DAN SCHLINE OF CAROLINAS CREDIT UNION LEAGUE When I first started in credit unions in 1997, Dion Williams and I had offices in the same building. We were certainly thrilled when Dion returned to North Carolina in 2019 as President and CEO of Piedmont Advantage Credit Union.

Dion brings great purpose and passion to his work at Piedmont Advantage. In just his first year at the credit union, we saw that purpose-driven leadership style manifest itself in the creation of the PACU Foundation and the “Simply Service” delivery model. As a leader, Dion is very deliberate in making sure he and his team are focused on taking care of their members and their communities. This reflects well on the entire credit union community in North Carolina. When we tell the story of credit unions to lawmakers and elected officials, Piedmont Advantage has much to share and much of which to be proud.

The ability of leaders like Dion to stay focused and execute during challenging times makes all the difference. I’m excited to see where Dion takes Piedmont Advantage next!

ABOUT PIEDMONT ADVANTAGE CREDIT UNION Headquartered in Winston-Salem and founded in 1949 within the airline industry, Piedmont Advantage Credit Union (PACU) now serves member-owners who reside, work, worship, or attend school in one of the 13 counties it serves in North Carolina or who are employed by one of its many employer companies. These 13 counties are Bladen, Brunswick, Columbus, Cumberland, Davie, Duplin, Forsyth, Guilford, Iredell, Mecklenburg, New Hanover, Pender, and Rockingham. A nonprofit cooperative financial institution, PACU has ten branches throughout its service regions and employs a workforce of over 120.

The open forum of a marketplace is a burst of seasonal colors and a steady buzz of chatter. The curious shopper discovers she has direct access to fresh and locally grown fruits and vegetables, herbs, dairy-based products, and proteins. The woman or man behind the table provides a small sampling of popular items; yet, shoppers can experience a more comprehensive array of goods by visiting the farm. It’s vital to introduce yourself and inquire if there is a “farm store.” Most likely, it’s on a familiar road, not too far from home! “Support local” is more than just an expression. It’s an opportunity to support growers and farmers in communities near you!

By July, you may be a regular at the Farmer’s Market, nodding at familiar faces and greeting farmers and growers by name. While you love the outdoor shopping experience, a few tips can perhaps create better results!

Essential Supplies

Navigating a market can, at times, feel overwhelming if you are not prepared; therefore, consider having the following items:

• A Sturdy, Reusable Bag: Say “No, thank you” to a plastic bag; instead, contain purchased produce in a bag worn on the shoulder to free up both hands. • A Cooler with Frozen Ice Packs: In those moments when buying a dairy product, such as cheese, or meats, it’s ideal to have a cooler available. Consider a vase, too!

You never know when you’ll pick up fresh flowers or herbs that will wilt in the summer heat!

Walk Around First

Understanding who will attend the market is an excellent way to start preparing. Check the website days in advance to see which vendors will be available to purchase meats, cheeses, and produce. Think about the weekly meal menu and make a list of essential ingredients, meat, potatoes, vegetables, and fruits!

Before you approach the first vendor, take a walk through the entire market to see what is available and compare prices. Having a notebook in hand will help you quickly identify the vendor with the lowest prices or best selections.

Tips for Shopping Wisely at the Market

theory—one for use, one for recovery, and the third for planting. Did you know most herbs will grow roots if set in water? Although they are hydrophytes, which implies the plants can remain in water, it’s best to allow roots to thrive in soil.

TIP: For extended use, herbs need to be in water and refrigerated—lay

Saran-Wrap on the top leaves.

Identifying the Best Produce

Famers and growers will always sell their fruits and vegetables at the peak when produce is bursting with color and nutrition; however, you need to recognize high quality! TIP: Never choose a bruised, discolored, or tender fruit or vegetable. It’s true—one bad apple ruins the bunch! BLUEBERRIES: Look for plump berries, with rich, blue coloring. CANTALOUPE OR HONEYDEW MELON: Pale-yellow rind without dark green spots. It should feel heavy! CUCUMBER: Dark green and firm with no yellow spots or wrinkles. CORN: Leaves are bright green and wrapped tightly against the cob. The silky top, the tassel, should be golden or slightly brown and sticky to the touch. YELLOW AND ZUCCHINI SQUASH: Skin is bright and shiny and firm at the stem. For the best flavor, choose small to medium sizes. OKRA: Pods have a fresh, green stem, firm. ONIONS: Firm yet hard. SALAD GREENS: Leaves should have a fresh smell and appear strong. TOMATOES: Skin is bright and shiny with firm flesh. They should feel heavy! WATERMELON: Only one yellow spot, the belly! Thump it to hear a hollow sound! If it has shiny skin, pass!

End-of-Day Benefits

It takes a fair amount of time, money, and preparation to prepare homegrown or homemade products for a weekly market. Farmers and growers often have few helpers, or complete tasks by themselves. Rather than haggle, ask questions to learn more about their farming practices and values. If purchasing an unknown root crop, such as turnips or parsnips, ask the grower about its taste and a favorite recipe.

End of Day Benefits

Have you ever attended the market one hour before closing? As the market winds down, farmers and growers have more time to chat. It will give you the ideal opportunity to make a connection. Vendors seeking to clear out their supply of fresh eggs, fruits, and vegetables will offer a great deal. One that you cannot pass up!

Sharing Passionate PATRIOTISM with our Kids

Brighten Lives and Light the Way to Brighter Futures and Life Legacies

BY SUSAN B. B. SCHABACKER

Proud to be an American? Want to be more patriotic? There’s more to being patriotically American than just waving an American flag, studying American history in school, and celebrating American holidays. While some American ideals and a foundational understanding are taught in our schools, some important aspects are neglected.

We can teach our children outside of the classroom to help light the way to a brighter future. On a deeper core level, we can explore how to be a true American patriot, carrying and passing on the metaphoric torch to the next generation. Our Founding Fathers, the Constitution, Declaration of Independence, Pledge of Allegiance, and patriotic songs are not just historical mile markers in American history, but foundational links to our inner identity that continue to set the standard for daily living, and enable us to live with honesty, honor, valor, and integrity.

Our founding lights the way to today and tomorrow, so remember to honor our traditional roots and integrate them into our lives. The more we share with our kids where we came from, where we are today, and where we are headed as patriotic Americans, the better our lives will be, and the more promising our futures.

RED WHITE AND BLUE STARS AND STRIPES FOREVER

We associate stars and stripes in red, white, and blue with being patriotic, but let’s also share the deep meaning behind the American flag with our kids, so when they put their hands to their hearts and say the Pledge of Allegiance, the words are not just a meaningless monologue they’ve been told to recite. Let’s help them delve deeper, with greater historical and patriotic perspective.

The 50 stars, like a new constellation, are symbolic of our 50 states, and the 13 stripes represent the original 13 colonies. Red is a color of passion and blood that was shed in battle to defend our country and its citizens. It is also a color of strength, courage, honor, and valor. White is a color known for peace, purity, innocence, truth, and light that prevails in all darkness. Blue represents perseverance, justice, and vigilance.

HISTORY IS FAR MORE THAN TRUE STORIES

Our lives are composed of an intricately woven past, present, and future. Without our founding fathers, who and where would we be today? Educating the next generations about our history leads to a greater understanding of our roots as Americans, and shapes the development of their cultural identity.

History lessons don’t have to be boring and, with kids’ typically shorter attention spans, they’re best digested if they’re not. Help your child become more motivated to learn American history interactively. Use real-life examples, watch videos, sing patriotic songs, and visit historical monuments. There’s history everywhere, so head on out to discover the local history all around you.

R-E-S-P-E-C-T, DIVERSITY AND UNITY

One of the greatest things you can teach your kids is respect for self and others, including people, animals, and our environment. No matter how different we may be or how passionately we may disagree, we can take the high road and stay respectful. Imagine how much better off we can be when we come together in unity to make our world a better place. Helping our kids understand and embrace diversity and differing views is essential, and is something we can all appreciate.

America is like a colorful patchwork quilt composed of many different fabric swatches with a variety of patterns. Imagine how boring life would be if there were only one race, one age, or one personality. As established in the Declaration of Independence, we were all created equally and unite as one nation under God, indivisible with liberty and justice for all. Let’s encourage our children to maintain open minds and open hearts, with a peaceful and respectful approach that values and appreciates others, no matter how different they may be.

Together we stand, and united we will live. Let us heartfully, mindfully, and gratefully live our lives to the fullest as we pass on the metaphoric torch, like that of our Statue of Liberty, to the next generations, who we pray and hope will do the same.