April 2026
MESSAGE FROM DONN
MONTHLY
RESULTS GIMI & GIPB DGR - 4/1/2026 to 4/30/2026
MISSION
April Partnerships
• We met with Aetna for a potential partnership with our CRCs
• Wrapped up our VITA tax assistance program. We learned that 42 of the tax filers who came to Goodwill VITA sites also used at least one other Goodwill service.
• Hosted a monthly "building meeting," for the three agencies housed at Selby/Newtown: Goodwill, All Faiths Foodbank and Multicultural Health Institute. Traffic at the Selby location is brisk!
• We kicked off our partnership with Child Support Services. We are now receiving referrals from around the state for employment services.
• Attended a celebration with Hope Pathways of Manatee where Goodwill received a "World Changer" Award.
Networking and Training Events
• Lisa and Margie attended the Florida Goodwill Association Conference in Orlando.
• Members of our CRC and GPC Teams attended AHEC's "Veterans and Tobacco Use," training.
• Mission participated in the very successful Community Ambassador Awards event.
Projects
• We participated in the launch of the RMW Reimagined project
• Ann, Lisa, and Margie participated in the revamp of LDP 1 sessions. We delivered two Mission presentations in April
• Along with our IS and MDS partners, we wrapped up the new LiftUs electronic case management program for the GPC program. We are now moving on to the section of LiftUs for our CRC , Job Connection, and AVF programs.
GIMI OPERATIONS
Ops Leadership Spotlight
April concluded with our annual Community Ambassador Awards Luncheon, where Goodwill had the opportunity to formally recognize and thank our valued community partners while celebrating outstanding leadership within our organization.
We were especially proud to honor Brian Coleman, who received the Robert W. Rosinsky Achiever of the Year award. This recognition highlights a standout team member who demonstrates a strong work ethic, commitment to personal and professional growth, and consistently leads with integrity, accountability, and a people-first mindset.
Brian exemplifies these qualities not only within his Goodwill team but also through his meaningful impact in the community. Through his work with the White Glove Service team, he continues to deliver exceptional service— supporting 13 households last month alone, in addition to coordinating a community donation drive and numerous other pickups. His dedication reflects the very best of our mission in action.
Congratulations, Brian, and thank you for representing Goodwill so well.
April Ops Performance
As seasonal residents departed and the early Easter holiday impacted donor volume, April presented some challenges. Our teams responded by leaning into the process and focusing on value creation. We achieved nearly a $5 increase in Donor Value (DV) and maintained Transaction Value (TV) above $30 across primary locations. A strong results despite the headwinds. Our “Big Three” focus remained clear: strong image, exceptional customer service, and consistent production, driving an outstanding April.
Thank you for your continued hard work. We look forward to building on this momentum in May.
GIPB OPERATIONS
Train The Trainer
Thank you to Michael, Saskya, and Lucas for leading Train the Trainer with the GIPB and GIMI Operations Teams. The session helped our teams build facilitation skills, practice presenting with confidence, and think about how we move from operator to multiplier, with some fun along the way. One group even got everyone moving by facilitating a team activity to learn the Macarena.
Sharing GIPB’s Role in Reuse
Resource Depot, a West Palm Beach nonprofit focused on creative reuse, hosted a Myth Busters panel about donations, recycling, and waste. Abra represented Goodwill on the panel with Solid Waste Authority, Habitat ReStores, and Resource Depot, sharing how our teams help keep usable items moving through the community and out of the waste stream.
Celebrating Eddie Lowe
The South Dixie team celebrated Eddie Lowe and his 25+ years with Goodwill as he prepares for his next chapter. Eddie has been a huge part of our organization and will be missed by many. Thank you, Eddie, for the heart, kindness, and joy you brought to the “A team”.
HUMAN RESOURCES
Important Reminders for Leaders
Two important topics to remember:
1. Critical Support Line – Weekend Use
The critical support line is to be used for emergency purposes only. Appropriate examples include:
• A team member requiring medical clearance for a Fit for Duty evaluation
• A team member who may be under the influence
• A team member displaying violent or aggressive behavior
Q2 Wellness - May
10,000 Steps a Day:
May 1 - 31, 2026
Challenge yourself to walk 10,000 steps a day and log your steps on the step tracker.
Need a pedometer? Just reach out to Benefits—we’re happy to provide one.
At the end of the month, send your step log to benefits@gimi.org or benefits@gipb.org for a chance to win a $25 gift card.
2. Employee Communication Protocol
When communicating about any employee-related issue, please ensure that our HRBP email is copied on all correspondence.
Thank you for everything you do!
HUMAN RESOURCES - RETENTION
Trends
Remaining in top 3 positions with highest turnover:
• Pricer, Cashier, Material Handler
• Month - T/O – 3.4%
• NH Retention – 89%
• 90-day retention - 74%
• YTD Turnover 17.6%
Remaining in top 3 positions with highest turnover:
• Donor Greeter, Cashier, ADC Attendant
• Month - T/O – 2.9%
• NH Retention – 100%
• 90-day retention - 84%
• YTD Turnover 22.6%
TALENT ACQUISITION
GIMI Update
We opened 58 positions in April:
• 31 replacement roles
• 27 additional roles
We currently have 56 vacant positions.
We welcomed 39 new team members. (5 NH separated)
GIPB Update
We opened 63 positions in April:
• 28 replacement roles
• 35 additional roles
We currently have 70 vacant positions.
We welcomed 34 new team members. (1 NH separated)
Total New Team Members for April: 73!
May Hiring Events
Onsite May Dates/Locations
• May 5th – 10a-2p - GIPB/Jupiter GGC
• May 6th – 10a – 2p – GIPB/Boca West GGC
• May 14th – 9a – 3p – GIPB/Lantana GGC
• May 19th – 10a – 3p – GIMI/ CRC Northport
WE ARE ALWAYS HIRING! SPREAD THE WORD!
SAFETY & RISK
Q1 Medical Claims Update (‘25 vs ‘26)
Overall medical claim activity remained stable year-overyear, with a slight increase from 21 claims in Q1 2025 to 22 claims in Q1 2026.
At the position level, risk exposure shifted toward operational roles, most notably:
• Increased activity in Sales Floor Team Member 2 and Pricer roles within GIMI
• Decreased claims among Donor Greeter-related roles, particularly in GIPB
Consistency, continuous training, intentional conversations and accountability enable growth and improvement.
2026 1st Quarter Audits
There was continued improvement with GIPB and consistent high roll out with GIMI through Q1.
• GIPB audit scores trending upward into the 90s; GIMI remains stable in mid-90s to high-90s range
• Maintain consistency to policy and process (Including Cash Handling SOPs) to narrow the range in audit scores. Accountability helps growth.
• Action Plans must be completed promptly and intentional to resolve all non-compliant issues.
Loss Prevention & Awareness
Projects
• Our Solink platform rollout continues with GIMI locations being fine-tuned, while GIPB location Site Surveys are commencing in May with direct support from LP leaders.
Reminders
• Support Line: Contact Loss Prevention on the Support Line when immediate support/guidance is needed or prior to notifying law enforcement.
• Customer Service: The importance of utilizing world-class customer service to the success of both our retail experience and in support of our loss prevention efforts remains paramount.
Partnership
• Loss Prevention continues to train awareness and work in partnership with Human Resources and Quality Assurance in processing Internal incidents.
GIMI:
GIPB:
LEARNING & DEVELOPMENT
GIPB
Congrats to LaTarsha White (TLC Jupiter) completed her Intro to Excel class in Ed2Go!
Ops Train the Trainer: Building Coaches & Consistency Across our Territories
Thank you to our RD's and OTC's for taking part in our pilot of an Ops focused T3 session!
Projects & Collaboration
• Continued work with leaders on booking LDP sessions for the rest of the year
• Congrats to the following JPLs on increasing a level!
o Magdalena Yepez (E-commerce) from A2 to B1
o Anyela Frias de Miller (Jupiter GGC) from A2 to B1
GIMI
Congrats to Angela Lively (ATL Rialto) completed her Intro to Excel class in Ed2Go!
• Congrats to the following JPL on increasing a level!
o Kesner Fenelus (Honore GGC) from A2 to B1
We had a weeklong workshop in partnership with Lucas focused on the multiplier mindset. We focused on a new topic each day:
• Day 1: Identity of a Trainer - Coach
• Day 2: Delivering with Structure & Consistency
• Day 3: Executive Presence & Public Speaking
• Day 4: Facilitation Mastery
• Day 5: Capstone Demonstration & Development Planning
We look forward to planning how to scale this across our teams soon!
• Partnered with Ann to create the LiftUs training videos for the GPCs
• Worked with cross functional teams on new modules in GoodwillU for potential use
• Visited stores for promotion recognition over at GIPB
• Hosted our 2nd NHO Facilitator Train-the-Trainer session
REAL ESTATE & FACILITIES MAINTENANCE
GIMI & GIPB Pipeline
GIMI 30-Day:
GIPB 30-Day:
INFORMATION SERVICES
Welcome New IS Team Member!
The IS team would like to extend a warm welcome and continued appreciation to Russ Prentice, VP of Information Services.
Russ brings deep experience in retail technology, digital transformation, and large-scale IT operations, paired with a people-first leadership style that emphasizes clarity, collaboration, and practical execution.
His strategic perspective and hands-on partnership have already made a positive impact on how we prioritize, modernize, and deliver technology in support of Goodwill’s mission.
Innovation & Emerging Technology
WESA: WESA reporting enhancements are coming with an improved usability of the date slicer and report header text stating the current time period vs. LY time periods more clearly. The delivery of an improved date slicer experience will be a phased rollout.
LiftUs: Successfully launched the GPC module to production, including access cutover, SharePoint integration, and coordination with Mission Services leadership.
New Hire Orientation Automation: We continue to support HR, Risk, and Operations to reduce manual handoffs during onboarding and offboarding through automation.
Knowledge Base: We’re strengthening how we document and share knowledge so common issues are resolved more quickly and consistently. By capturing solutions as we work, we’re reducing repeat issues, improving continuity when team members are out, and ensuring better support for everyone across the organization.
Incident Management
Help Desk Team
• 1,485 Tickets Received
• 1,556 Tickets Resolved
• 94.67% SLA Compliance
• 12hrs AVG Resolution Time
Business Intelligence Team
• 157 Tickets Received
• 171 Tickets Resolved
• 85.96% SLA Compliance
• 20 hrs AVG Resolution Time
PROJECT MANAGEMENT
Asana Updates
What's new in Asana – April 2026
Asana Release Notes – April 2026
PM Reminder: If it isn't clear, it isn't done
• Success should be easy to recognize—what does “done” actually look like?
• Tasks can be “in progress” forever, but without a clear owner, outcome, and due date, nothing truly moves.
• Clarity creates momentum. When we’re clear, we move faster—with less rework and fewer surprises.
• We're here to help! Feel free to reach out to the PM team with any questions or support.
Collaboration
Enterprise Project Updates:
• Supported L&D and HR team with the build out of upcoming initiatives; 360 feedback rollout, LDP redesign.
• PM is supporting HR, Mission, and Operations leadership in coordinating efforts for the RMW Reimagined project.
GIMI Project Updates:
• We have begun early build out and planning efforts for two upcoming ADCs. Coming later 2026!
• Let's take a look at Triple Diamond Logistics
GIPB Project Updates:
• Interior construction has now begun at the Westlake ADC. This milestone represents tangible progress toward increasing capacity and strengthening regional operations.
• We have officially launched store painting at PSL West, marking a major milestone in our rebranding and refresh efforts. This highly visible work sets the tone for the enhanced customer experience ahead.
Analytics
• The PM team is currently supporting:
o 10 Enterprise Projects
o 3 GIMI Projects
o 5 GIPB Projects
• In April, cross-functional teams completed 164 Tasks
• Since 1/1/2026, cross-functional teams have completed:
o 736 Tasks
o 8 Projects
COMMUNITY ENGAGEMENT/SUPPORT & RECOGNITION
The first few weeks of April, Community Engagement was all about prepping for our annual Community Ambassador Awards Luncheon. Thank you to everyone who played a part in ensuring we hosted a successful event!
• Bradenton Kiwanis meetings throughout the month
• New College Foundation Scholarship Luncheon
• Collaboration meeting with Aetna for CRC
• Suncoast View appearance
• MYP Gala & Awards
• Meeting with FAU Athletics Department
• Big Brothers Big Sisters Spring Soiree
• Sarasota Chamber Small Business Awards Interview –We've been selected as a finalist for Community Impact!
• Pace Center for Girls – Lucky Duck Race
• Initial Meeting with Junior Achievement on a partnership
• Manatee Chamber Spring Expo
• Sarasota Chamber State of the Community
• Sarasota Chamber Content Lab
• Manatee Chamber Coffee Club
The Support & Recognition team continued to support team members, strengthen culture, and provide essential behind-the-scenes services across the organization.
Recognition & Appreciation
• 95 Heart Cards sent
• 9 Random Heart Card gift card winners
• 38 Core Value Awards issued
• 11 Role Model Worker letters sent
Engagement & Growth
• 24 Bright Ideas submitted
• 95 Team members recognized at 90 days (card & pin)
• 145 Birthday cards mailed
• 125 New newsletter subscribers
Operational & Mission Support
• 109 WESA adjustments completed
• 192 Online reviews responded to
• 55 Personal item donations researched to reunite with owners
• Ongoing: Supply orders, hospitality requests, printing, and notary services
MARKETING
Email/Newsletter Social Channels
Total Subscribers: 154,898 ↑ 1,187
Emails Sent: 86,063
GIMI:
• LinkedIn: Reactions ↑102.4%; New followers ↑85.2%
• Facebook: 124.4k+ viewers; Content interactions- 1.8k ↑23.3%
• Instagram: Views ↑38.3%; Interactions ↑40.4%
GIPB:
• LinkedIn: 87 page searches
• Facebook: 93.8k+ views; 81 Link clicks
• Instagram: Reach 409; 42 Visits
Share on Social:
• April Social Star: Congratulations to Laura Gonzalez!
• By the Numbers: 43 entries (GIMI: 29, GIPB: 14) with six new submitters this month
• Top Teams: GIPB Ops (16 entries), followed by Mecca GGC (13) and Tara Bookstore (4)
iHeart Media
(GIMI)
Palm Beaches and Treasure Coast (GIPB)
Helpdesk
Manasota
MISSION DEVELOPMENT SERVICES
Partner Engagement
• Participated in the Florida Goodwill Association Conference, engaging with current and future Goodwill partners!
• Engaged with Goodwill partners through discovery conversations, Connect meetings, and follow-ups to understand priorities, challenges, and opportunities for support across MDS offerings.
• Coordinated cross-functional discussions to align partner needs with appropriate solutions, including WESA, GoodwillU, and broader data and training support.
• Supported relationship-building and ongoing communication with partner Goodwills to maintain momentum, responsiveness, and strategic alignment.
WESA
• Led multiple roadmap and planning sessions focused on prioritization, platform enhancements, and future product direction.
• Advanced standardization of WESA agreements and pricing, including clarifying revenue and non-revenue site definitions and strengthening contract language to support scalability and consistency.
• Conducted partner and internal working sessions to address donor logistics, data structure, and reporting alignment.
• Ongoing partner engagement through recurring WESA check-ins and targeted meetings to support adoption, clarify workflows, and address operational needs.
GoodwillU
• Conducted a Reflection Software on-site visit focused on planning, strategy, and testing the build-out of a potential talent development module.
• North Florida launched a pilot test group and completed the initial GoodwillU kickoff.
• Tulsa began EA Training and initiated stakeholder meetings to support implementation.
• Memphis relaunched GoodwillU with a new Learning & Development Director and began rebuilding training tracks.
