Page 1

2016 ANNUAL REPORT

Our Mission

The National Amtelco Equipment Owners is an association dedicated to education, networking, and the development of best practices among members.

Our Vision

To be an indispensable resource for all Amtelco users.

Pages

2 • President } 4 • Conference } 5 • Financial } 8 • Future Directions } 9 • Membership } 10 • Communications } 11 • Professional Development } 12 • Healthcare User Group


President’s Report

Submitted by Theran Mossholder, NAEO President 2016 has come and gone and I am so excited for what the NAEO Board of Directors has been working on to bring to its members in 2017. Our first order of business was our annual spring meeting, which was held in my birth city of Madison, WI. The Board of Directors met in early May to review the strategic plan, advise on the progress and make any needed changes or additions. During this meeting, we spent a better part of a day meeting with Amtelco’s senior leadership. Several topics were discussed including Amtelco’s acquisition of Telescan and their user group TUNE to see if there was an opportunity to merge the two groups. Also discussed was Amtelco’s 1Call division and how NAEO could best communicate and solicit new members from that division to strengthen NAEO’s membership. One key point of this meeting was to insure the continued communication between Amtelco and NAEO members on new products, services and to really focus on informing members as to the direction Amtelco is heading in the future. Amtelco committed to the NAEO members to continue webinars and the looking ahead articles. The three-day meeting laid out the framework for the Board of Directors and I’m pleased to say much was accomplished by all committees in 2016, giving our members new educational opportunities, simplifying the renewal process, strengthening NAEO financial position and so much more. The Professional Development Committee led by Tifani Leal was tasked in three key areas to work on. The first is the NAEO Learning Management System or LMS and within that system NAEO’s e-Learning suite. The members of NAEO spoke loud and clear looking for more educational content of Infinity applications outside of the Intelligent Series platform. With that in mind the PDC committee was tasked to bring the Infinity supervisor application and specifically for this year the Client Settings portion of that application into a suite of educational videos to be used to train new supervisors in the use of that software. After two years of work the PDC committee successfully completed that section of the e-Learning Suite, which is available through NAEO’s LMS. The PDC has since moved on to other areas of Infinity with an ongoing effort to add new videos on a monthly basis. The second was the continuation of the three-day Summer Series, which in August of 2016 was held in Philadelphia, PA. Once again this was a huge success with over 50 in attendance. Thanks to our platinum sponsor Amtelco, this training class continues to be a monumental learning experience for all in attendance. Lastly the PDC hosts on a on a bi-weekly basis NAEO webinars which have been proven to be a tremendous value to our members with a plethora of topics and fantastic volunteers sharing their wealth of knowledge with the whole community.

2

2

The Communications Committee led by Rob Bennet was focused on increasing the communications of NAEO to its members through multiple sources. The committee looked to continue NAEO’s newsletter “Newslinks” as well as opening new sources of communications via social media. The Communications Committee revamped the NAEO Facebook page and continues to add new content on a regular basis. Also, adding to the social media aspect is the use of Twitter, which will be used at this year’s conference and conferences to come. Membership Committee led by Lisa Phillips was hard at work with many items but the primary accomplishment this year was the revamping of the NAEO renewal process. After much deliberation, the Board of Directors decided to move forward with the plan to change the renewal date of all members to fall on the same date year after year. This will accomplish two things: one, the Membership Committee will be able to focus on renewals at a single point during the year leaving the rest of the year to focus on bringing new benefits to all members and two, this will also help members to know when their membership is due as it will be the same date for all members every year. The HUG or Hospital User Group Committee lead by Rossi Fraenkel looked to increase the number of hospital members within NAEO. In late September Rossi and I attended the 1Call Conference in Madison, WI. Attending this conference gave us the opportunity to introduce NAEO and the tremendous value NAEO brings to its members to those in attendance. As more and more hospital members join NAEO our goal with the HUG Committee is to create and have educational content geared to those members. Led by Mike Crossman the Future Directions Committee continued their effort to increase communications between Amtelco and the NAEO members. Hosting several webinars with Kevin Beale as presenter, Future Directions Committee helped improved the communication of Amtelco’s view of moving trends and next generation software in our industry to the members of NAEO. FDC also created an owners/exec group that meets via conference call about every quarter to discuss the needs and views of NAEO members and communicate those needs and views to Amtelco’s leadership.


President’s Report, Continued A very important aspect of NAEO is our financial health and I am pleased to say with the hard work of our Treasurer Gordon Mott and the entire Board, NAEO is in a very good financial situation. This has been a very large focus of the Board over the last several years and I am delighted that this year was no different. With the success of our conferences and summer workshops we continue to have profitable years, which help to achieve our strategic goals. Right around the corner is our 2017 conference being held in San Antonio, TX. Led by Lina Cunningham the Conference Committee has been hard at work putting together some unbelievable content and speakers. With content ranging from Billing Strategies to Cloud Computing this year looks to be a fantastic learning opportunity - just talking with other members after the sessions is second to none. I look forward to seeing new and old faces in San Antonio.

It was just eight, extremely short, years ago when I joined not only this organization but also the industry as a whole and I am truly grateful to this organization and its members who took me in and have treated me with such respect and kindness. The sharing of thoughts and wisdom that I have experienced is truly something that this organization is second to no one. I am honored to have been your President over the past year and grateful to the entire membership for continuing to bring their wealth of knowledge and expertise to NAEO day after day. 2016-2017 has been a tremendous and highly productive year. Thank you to the Board of Directors, their committees and all those who volunteer their time. Without their dedication NAEO would not be the great organization it is today.

Lastly, I’m extremely happy to announce the Superior Agent Service Award program. The Board of Directors wanted to bring a program similar to the CAM-X and ATSI Award of Excellence program to the members of NAEO. Although similar, this program will not only focus on the quality of service the company brings to their clients as a whole but will also focus on the individual agents who take the calls on a daily basis. This program will tentatively run from July to January filling in the gap between the other two programs and give our members who are not associated with CAM-X or ATSI the ability to be part of this program. More information will be sent to members as we finalize all the details.

NAEO - Did You Know? Amtelco installed its first Electronic Video Exchange (EVE) system at Spectrum Communications, located in Wauwatosa, WI in May, 1983, and debuted its new product at the Associated Telemessaging Services International (ATSI) meeting in June of that same year. The following year the number of EVE system installations increased, and the new owners gathered in St. Louis, MO to network and discuss what additional features might be added to the EVE system to make it stronger. These discussions included John Morley, the original architect of the EVE system.

3

3


Conference Report

Submitted by Lina Cunningham, Conference Committee Chair Waves of Change and Oceans of Opportunity at the 2016 NAEO Annual Conference in San Diego at the beautiful Mission Bay Hilton resort and spa was amazing. The NAEO conference is never to be missed and 2016 was no exception. We had 160 members and speakers in attendance ready and willing to teach and learn from one another. Twenty-five members got an early start on learning by attending the Advanced Technical Workshop on Sunday. This was a hands-on program focused on database integration through SQL, taught by industry leaders Jake Phillips, Rossi Fraenkel, Adam Haines and Susan Kirkpatrick. The learning continued that afternoon with Amtelco University where attendees had the opportunity to learn tips and tricks for maximizing the use of their Amtelco systems. First time attendees were warmly welcomed by the group at the opening reception Sunday evening, it may have been a bit cool outside but the fire thrower and Polynesian dancers warmed things up quickly. Veterans and newbies alike enjoyed the West Coast hospitality and enjoyed a chance to meet new people and reconnect with old friends. NAEO was fortunate enough to be joined by two keynote speakers this year, each of whom greatly enhanced our conference. Our first keynote, Colin Sprake from Make your Mark had two presentations, the first on Building your Business and the second on Sales and Marketing. Our second keynote Michael Gunther from Collaboration Business Consulting enlightened us on Building a Collaborative Work Place, both were very well-received by attendees. This was a big year of recognition for many NAEO members who have contributed their time, thoughts and effort towards building this association. Honored this year at the conference was Tom Curtin as the Amtelco Employee of the Year; Lisa Phillips of Stericycle received the President’s Award; Kevin Procter from Extend Communications was the Christina Collins Scholarship Winner; and Brian Doherty of Crocker Communications was the Curtin Scholarship Winner. Also inducted into the NAEO Hall of Fame this year were two great members. Tom Gelbach, who will be missed but never forgotten. The second was Kurt VanderScheer. And last but certainly not least we introduced an NAEO Honorary Society for those members who are not in the industry anymore however have given their lives to our industry Jim Marchbank and Doug Swift both became our first honorary NAEO members. Congratulations to all.

4

4

At the business meeting, Robert Donnelly and Kurt VanderScheer ended their terms on the NAEO Board of Directors. Robert Bennett was re-elected to serving on the board, and Ian Cook and Rossi Fraenkel were elected to their first terms on the board. Gerald Brosseau, II, outgoing president, passed the gavel to our incoming NAEO President, Theran Mossholder. NAEO would like to thank our 2016 conference supporters and sponsors: • Amtelco Overall the 2016 Annual Conference was a great success. Based on the survey results we were able to deliver the educational content and an enjoyable experience for all. We are also happy to report that the conference came in under budget. The planning for the 2017 conference began before members could unpack their bags. This has been an exciting and productive year with a new focus on tracks. Attendees now have the option to follow four individual tracks throughout the Conference that are focused around 1. 2. 3. 4.

Owner/Management Operational Technical I.S. Related Content

Each track will offer the same high level of charismatic presenters, with sessions jam-packed with the type of juicy ideas, solutions, and takeaways that we have all come to expect from an NAEO event!. You will need your energy and won’t want to miss a thing. With Waves of Change and Oceans of Opportunity behind us we are now Trailblazing the Future to another successful year for NAEO members. I would like to sincerely thank the Conference Committee members for their hard work and dedication to NAEO this year! Committee Members: Lina Cunningham, Extend Communications Evelyn Portinari, Always On Call Gary Blair, Image 24 Deborah Anders, The Legacy Connection Kelli Harrigan, Stericycle Communication Solutions Jamie Hay, Spectrum Communications Patrick Labbett, Continental Message Solutions Inc. Jullian Henry, Crocker Communications Jamie Des Jardins, Arvig Communication Systems Erin Babarskis, Event Planner, Ewald


Financial Report

Submitted by Gordon Mott, NAEO Secretary/Treasurer NAEO strengthened its financial foundation with another year of strong operating results. Board actions taken during the past several years continue to produce the intended results of generating positive cash flows and building capital reserves. We have developed a strong understanding of the programs that generate revenue and implemented prudent expense management. We continue moving toward the strategic goal; an 18-month operating expense reserve (approximately $270,000) in cash/ near cash investments. The three functional areas of NAEO’s operations are Conference, Professional Development (formerly Education/Workshops) and Membership/Administrative/ Board (MAB). Ideally each area (“bucket”) should financially support itself. The primary reason for implementing this methodology was to create greater understanding of NAEO’s finances at the board and membership levels plus increased accountability by program leaders. 2016 was a very profitable year for NAEO. Gross revenues exceeded $331,300, expenses slightly more than $288,000 producing a net profit exceeding $44,300. Conference and Professional Development were strong net revenue generators and MAB posted a significant deficit. A similar pattern has occurred during the past two years and I expect it to continue for the near term future. The San Diego conference generated a profit of $30,600 while Professional Development (education/workshops) made over $35,000 in net revenues. MAB produced a net loss of ($20,400). Maintaining future financial results at these strong levels is not expected. As pointed out last year, we face a challenging environment. NAEO’s membership is faced with continuing consolidation. The membership committee’s effort installing a retention program with numerous touch points is to be commended. We are on the right track. The largest component of MAB expenses is the management contract. This expense will be the largest single item for the foreseeable future. The third component of MAB is your Board. We are ever mindful of the expenses related to the bi-annual in-person meetings and other costs. For the past several years, NAEO has invested heavily in its professional development programs. The learning management system (LMS) was rolled out last year. The Summer IS Workshop has grown to become a key piece of NAEO’s financial stability. The past two years it has sold out. The goal is to continue developing educational programs that provide value to members while generating an ongoing revenue stream for NAEO.

The past three conferences were among the most financially successful in NAEO’s history. Conference chairs are constantly tweaking the format aimed at creating robust programs, reducing expenses and not jeopardizing the overall user experience. A comparative synopsis of 2015 and 2016 results are below. Conference

Education/ Workshop

MAB

Total

$129,230 $112,218 $17,012

$47,140 $23,762 $23,378

$149,943 $162,705 $(12,762)

$326,313 $298,685 $27,628

Revenue

$138,182

$49,647

$142,454

$330,283

Expenses Net Revenue

$106,197 $31,985

$30,841 $18,806

$162,132 $(19,678)

$299,170 $31,113

$128,000 $114,175 $13,825

$35,900 $24,025 $11,875

$129,400 $160,645 $(31,245)

$293,300 $298,845 $(5,545)

2014 Results Revenue Expenses Net Revenue 2015 Results

2016 Budget Revenue Expenses Net Revenue

The budgeting process continues to improve as a result of the cost accounting system implemented three years ago. We are projecting a $9,600 profit in 2017 based on revenues of $ 313,700 and expenses totaling $304,100. The sustained positive financial results for the past few years are reflected in the balance sheet’s improvement. Year-end retained earnings are $209,700. This continues movement towards the previously mentioned operating expense strategic goal of 18 months ($270,000). The balance sheet is comprised primarily of cash/near cash investments, some nominal fixed assets and minimal accounts payable. There are no long term liabilities. Each member of the Board and our various committees continue to be good stewards of NAEO’s resources. We expect to continue building this foundation of financial strength. A detailed summary of NAEO’s financial performance is included in the following pages.

5

5


Profit & Loss

January 1, 2016 - December 31, 2016 NAEO Totals

JAN - DEC 16

Conference

JAN - DEC 15

$ CHANGE

JAN - DEC 16

JAN - DEC 15

Professional Development $ CHANGE

JAN - DEC 16

JAN - DEC 15

$ CHANGE

INCOME Advertising

435

1,595

-1,160

0

0

0

0

0

0

Commission/SNUG

11,318

11,540

-222

9,525

11,315

-1,790

1,793

0

-1,793

Donations

3,000

0

3,000

0

0

0

3,000

0

-3,000

Interest/Investments

609

540

69

0

0

0

0

0

0

0

44,647

44,647

0

0

0

0

44,647

44,647

Member Dues

143,748

109,668

34,080

0

0

0

0

0

0

Product Sales

2,625

0

2,625

0

0

0

2,625

0

0

Registrations

141,706

109,668

32,038

96,255

109,668

-13,413

45,451

0

0

Speaker Credits

2,900

0

2,900

2,480

0

2,480

420

0

0

Sponsors

25,000

22,200

2,800

20,000

17,200

2,800

5,000

5,000

0

TOTAL INCOME

$331,341

$330,284

$120,777

$128,260

$138,182

$-14,883

$58,290

$49,647

$39,854

GROSS PROFIT

$331,341

$330,284

$120,777

$128,260

$138,182

$-14,883

$58,290

$49,647

$39,854

IS Training

EXPENSE Accounting Services/Taxes

875

535

340

0

0

0

0

0

0

Advertising

629

1,186

-557

0

0

0

0

0

0

ATSI Board/TUNe Expenses

378

0

378

0

0

0

0

0

0

Awards/Gifts

2,156

2,091

65

1,080

0

1,080

0

0

0

Credit Card Fees

8,394

8,963

-569

0

0

0

5

0

0

Equipment Rental

13,598

15,988

-2,390

12,240

11,498

742

809

4,491

-3,682

Insurance

1,459

1,028

431

0

0

0

0

0

0

Lodging

12,740

13,752

-1,012

0

0

0

110

1,990

-1,880

Management

107,218

105,156

2,062

0

0

0

0

0

0

Management Travel

4,340

0

4,340

3,918

0

3,918

0

0

0

Meals

97,407

106,063

-8,656

70,520

80,604

-10,084

17,045

17,914

-869

Meeting Expenses

158

99

59

0

0

0

0

0

0

Other (Misc.)

56

20

36

0

0

0

0

0

0

Postage

706

718

-12

457

534

0

100

57

43

Printing

6,983

6,449

534

2,935

3,065

0

1,201

1,975

-774

Scholarships

1,160

1,735

-575

0

0

0

0

0

0

Speaker Expenses

4,898

8,700

-3,802

2,887

6,300

-3,413

2,011

2,400

-389

Sponsor Expenses

2,378

0

-2,378

2,378

0

0

0

0

0

State Taxes

20

0

20

0

0

0

0

0

0

Supplies

310

2,246

-1,936

310

1,570

-1,260

0

31

31

Technology

9,930

8,810

1,120

0

0

0

0

0

0

Telephone

1,084

1,067

17

0

0

0

0

0

0

Travel

8,003

13,613

-5,610

0

2,627

-2,627

0

676

-676

229

203

26

0

0

0

0

0

0

Warehousing

1,191

1,316

-125

0

0

0

1,172

1,288

Total Expenses

Webinar

$287,013

$299,171

$-18,095

$97,627

$106,197

$-11,644

$23,203

$30,842

$-8,239

Net Income

$44,328

$31,113

$-18,095

$30,633

$31,985

$-11,644

$35,086

$18,806

$-8,239

6

6


Balance Sheet As of 12/31/16

Membership-Admin-Board JAN - DEC 16

JAN - DEC 15

$ CHANGE

As of 12/31/15

As of 12/31/14

CURRENT ASSETS: Checking/Savings/Cash Checking

80,960

$44,684

8,848

9,845

9,842

211,223

135,615

135,074

301,031

190,143

184,368

2,548

725

290.00

10,998

47,772

33,911

314,577

238,640

218,569

Accumulated Depreciation

-7,640

-7,640

7,640

Equipment

-7,640

-7,640

7,640

435

1,595

-1,160

0

225

-225

0

0

0

609

540

69

Accounts Receivable

0

0

0

Prepaid Expenses

Curtin Scholarship Fund ING Savings Total Checking/Savings/Cash

Total Current Assets

143,748

140,094

3,654

0

0

0

0

0

0

0

0

0

0

0

0

$144,792

$142,454

$2,269

Current Liabilities:

$144,792

$142,454

$2,269

Accounts Payable

$39,452

Fixed Assets:

Total Fixed Assets

-

-

$317,048

$238,640

$218,569

22,602

40

14,308

-

-

4,460

Deferred Revenue - Conference

13,533

15,510

1,500

Deferred Revenue - Dues

68,366

49,474

64,374

2,800

2,400

-

0

5,000

-

84,699

72,424

84,642

107,301

72,424

84,642

166,215

133,928

105,823

43,531

32,288

28,105

Total Equity

209,747

166,215

133,928

Total Liabilities & Equity

317,048

238,640

$218,569

Total Assets

LIABILITIES & EQUITY

Deferred Revenue - 3 Year Member

875

535

340

629

1,186

-557

Speaker Credits

378

0

378

Wetmore Bequest

1,077

2,091

-1,014

8,394

8,963

-569

9,092

8,394

698

549

0

549

1,459

1,028

431

12,630

105,156

-92,526

107,218

105,156

2,062

422

0

422

9,842

7,546

2,296

158

99

59

56

20

36

149

1,226

-1,077

2,846

1,410

1,436

1,160

1,735

-575

0

0

0

0

0

0

20

0

20

9,189

8,790

399

1,084

1,067

17

7,101

10,310

-3,209

229

203

26

19

28

-9

$66,182

$162,133

$90,745

$-21,291

$-19,678

$90,745

Total Current Liabilities Total Liabilities 166,215Equity Retained Earnings Net Income

NAEO - Did You Know? The first joint EVE and PCMX meeting was held in St. Petersburg, FL at the Tradewinds Hotel.

7

7


Future Directions Committee

Submitted by Mike Crossman, Future Directions Committee Chair It has been an exciting and productive year for FDC. A good place to start is the updated Mission Statement… Our Mission: The mission of the Future Directions Committee (FDC) is to conduct a continuous dialogue with Amtelco and other vendors on behalf of the NAEO membership to help identify, develop, and improve the products and services that enable NAEO’s members to provide sophisticated and cost-effective solutions to their clients. Through on-going communication, the FDC strives to ensure that the needs of NAEO’s membership and the development strategies of the industry vendors are aligned, with a focus on a high-level collaboration on the core development efforts of Amtelco. With our mission in mind, the Future Direction Committee continues to focus on the importance of communication. The 2015 FDC closed door owner’s session spawned an idea to create a forum for the owners and executives with which to communicate on a more frequent basis. The purpose of the forum—which is now over fifty participants strong—echoes our mission statement. It allows owners and executives to conduct open dialogue around issues that are important to the owners allowing for peer cooperation as well as a unified voice with which to communicate to Amtelco. The Owner Exec forum has had several teleconferences which have been very productive and have covered topics that included Genesis, Legacy support, future integration and Amtelco’ s direction. I would encourage owners and executives to consider being part of the group by emailing FDC@naeo.org and join the discussion.

FDC continues to build on the successes of its previous years with this year seeing the finalization of the third-party developer’s agreement. With this agreement in place Amtelco users can now harness the true power of the Amtelco platform allowing its users to interact with it directly using an API. The quarterly FDC Presents webinars have been a great success boasting some of the most attended NAEO webinars as Amtelco’ s Kevin Beale has educated us on new features and provided updates on new platforms like Genesis. FDC presence has and will continue to provide insight into the new developments and keep us posted on relevant updates with our platform and supporting technologies. As we close out 2016 FDC has been focusing on a revamp of the NAEO online community. The NAEO board has tasked FDC to review potential platforms to expand and improve its current member benefits. We are currently investigating platforms that will provide NAEO members with an updated Listserv solution that incorporates features such as threads, trending topics and is searchable. Additionally, the platform will incorporate a Developers Corner and improved Resource Centre. With are investigating features such as File/Code Sharing, Chat Support, Shared Scripts, and Reports. Our target goal is to provide NAEO with three suitable choices at the Annual Conference. Stay tuned for some exciting news from the FDC.

NAEO - Did You Know? Fall, 1984 Over 50 people attended the first Amtelco EVE Conference which was held at Lincolnshire in Chicago, IL. After much discussion and brainstorming, the group made the decision to form a formal equipment user group and selected their first board of directors (Mari Osmon, Jim Marchbank, Larry Gignac, Todd Kamp, Sandy Arbuthnot, Jan Cosby, Earl Kunz and Jeanette Parent). The user group was named NAEO (National Association of EVE Owners). We elected to hold two meetings per year and annual dues of $100.00 per service. All association functions were done on a volunteer basis. Larry Gignac was named as first president.

8

8


Membership Report

Submitted by Lisa Phillips, Membership Committee Chair Our membership remained stable in 2016, which allowed the Membership Committee to continue to work with you, our members, and arm you with a strong knowledge of your benefits and enhancing some along the way. Member benefits on the website continue to be monitored for any updates needed to make sure that full communication is achieved. Because we know that not all benefits are used at all times and on a consistent basis, the Membership Committee began to highlight a benefit in our Member Benefits Spotlight in Newslinks. Each month we have been and will continue to highlight one of our benefits so that if you weren’t aware it was out there for you, you can learn about it and how to take advantage of it. If you aren’t receiving the publication, please let the membership committee know and we will be sure to get you added to the send list. During the month of November, your Board Members met in San Antonio, TX for their Annual Board Meeting. One of the topics was to discuss the move to a common renewal period for all members. We weighed out the pros and cons of the change and how it would affect you, our members, as well as our great volunteers on the Membership Committee. After much discussion it was decided and voted upon to move forward with this change. So beginning 2018 all memberships will run January 1-December 31. We truly feel this change will improve the operations of NAEO and here are some key points around this change: Why are we doing this? • Having a common renewal period will help all members better remember when their membership starts/ends • It will provide the Membership Committee singular focus on the renewals at one point during the year • It will assist with annual operational budgeting What’s going to change? • In 2017 you will get a hardcopy invoice not for a full year of membership but just for the remaining days in 2017 e.g. • If your membership expiration date is June 30 then you will receive an invoice for just half a year. • You will then receive an invoice late in 2017 for the entire new membership year – calendar year 2018.

For Example: Category B Member is $953.00 Full Year June 30th 2017 invoice would be $476.50 and last from July 1, 2017 - Dec 31, 2017 In December 2017 you would receive the 2018 Invoice for the entire year The Board appreciates your understanding of this pending change. Please note that while both credit card and check payment options will be available in 2017, we will not be able to enable online renewals given the individualized rates based on anniversary dates. We will have that system back for the 2018 renewals. It is going to take quite a bit of work and we would not be making the change to a common membership renewal period if we did not believe the time invested would yield benefit to the members and the organization. Please contact any of us if you have any questions, comments or concerns. I would like to thank all of our committee members for their efforts during the year. Together we were able to make sure our members were kept informed about their memberships and not miss a beat to benefit from them. I would also like to thank Jana Olson for her dedication and support to our association. Our Membership Committee will continue its focus on you, our members in 2017. We are able to make NAEO an effective partner with you and your business with assistance from you. Please find a way to contribute by serving on committees, completing surveys, attending conference and the annual business meeting. We all have ownership in our success! Membership Committee Members: Lisa Phillips, Chair Alana Nikiforuk, Co-Chair Eric Ewald Gigi Jaber-Sutton Rob Bennett Robin Bailey Brian Doherty Tiffani Leal Mike Crossman Jana Olson, Amtelco Liaison

9

9


Communications Report

Submitted by Rob Bennett, Communications Committee Chair 2016 was a big year for the fledgling Communications Committee; as we gained a great deal of momentum and found within ourselves with a fresh resolve to do better for the NAEO membership. Our mission was clear - to provide timely and informative news and updates to the NAEO membership, assuring that all members feel informed and engaged. Immediately post-conference the work began, and our schedule and goals were laid out. On our first monthly conference call it was decided that we would most like to focus on two key areas of membership Communication: The NAEO Facebook page, and the NAEO newsletter aptly named Newslinks. The challenge with publishing a monthly newsletter letter like NewsLinks is content. Membership publications should be content-driven offering up valuable information such as member benefits, programming tips and tricks, breakthroughs in technology and industry insight – all which is geared to help you run your organization with passion and purpose. I am continually amazed at the generosity of my NAEO community and their willingness to share their knowledge and expertise for the benefit of the greater good. It is because of such altruism that I am able to report that NewsLinks is being delivered on a regular monthly basis, and is rich with informative articles built on industry relevant topics. A sincere tip of the hat and the deepest appreciation goes out to our regular NewsLinks contributors who are listed below. • Gary Blair – for continually inspiring us • Michael Goumas, Kevin Procter and Jeff Farber – for being our programming sherpas. We could not climb the hill without them. • David Drenk of Amtelco – for allowing us to drink from his fountain of knowledge • Committee Chairs and their members – for keeping us informed, and encouraging others to become more involved I would also like to give an extra special thank you to Lisa Phillips and the Membership Committee for their tireless work in creating the Member Benefit and Member Spotlight articles that are now a regular feature within NewsLinks. It takes a village to accomplish all of this, and they sure do make it look easy! The NAEO Facebook page has been building continual momentum over the last year, and we gain more followers as the months go on. Our aim was to keep the posts light and fun, and to really explore the social side of social media.

10

10

The committee has really stepped up to ensure that we have at least one post per week, but in general we average upwards of three. With fun posts such as #ThrowBackThursday offerings, as well as informative reminders like #WebinarWednesdays our reach grows larger with each passing day. Followers seem to enjoy the board member spotlights, and the many photos we were able to share of the IS Summer Series received more likes than anyone could have predicted. Travel tips leading up to conference, as well holiday greetings were widely shared among our followers, and the occasional funny meme also drew a great deal of attention. If you are not following us on Facebook as of yet, you can do so here: facebook.com/joinNAEO We would really like to keep our social media fan base growing, so please feel free to like and share our posts. Comments are encouraged as there is a great deal to be gained from a good discussion, and we very much value your feedback. If you have any ideas for our Facebook page or would like something shared please email the Communications Committee at: communications@naeo.org All of these accomplishments would not be possible without the tireless dedication of the Communication Committee members and their many talents that build the scaffolding upon which we stand. My sincerest and most heartfelt appreciation goes out to them. As our industry continues to grow, so does the need for communication throughout our membership. If you would like to help our cause and join this wonderful team please email communications@naeo.org We would love to have you! Communications Committee members Include: Rossi Fraenkel, Alina Health Co-Chair Jamie Hay, Spectrum Communications Ltd. Alana Nikiforuk, Intercon Messaging Inc. Jolie LeBlanc, A1 Professional Answering Service Chuck Boyce, Answer One


Professional Development Series Report

Submitted by Tifani Leal, Professional Development Committee Chair The PDC team with Tifani Leal, Chair, A1 Professional and Rossi Fraenkel, Vice Chair, Allina Health, had a very busy year! The goal of PDC is to present a platform of education for your staff to increase knowledge and form ideas to bring great solutions for your business. Webinars Lainya Hohn, Bennett Answering Service, accepted the ‘webinar torch’ from Evelyn Portinari, Always on Call, and ran with it. She lined up a full schedule of educational, operational, and technical webinars. Our 2017 bi-monthly webinar schedule is almost complete for the year. Webinars are held on Wednesdays, bi-monthly and include a range of topics important to our industry and equipment, LMS & e-Learning Suite (YES – they are 2 different things!) The LMS (Learning Management System) included with NAEO membership features “create your own in-house training.” Members have full access to customize their content featuring your own training videos, pdf documents with company specific information, craft testing for new hires, supervisors, etc. e-Learning Suite is a video program housed on the LMS focusing on Infinity Supervisor. It is designed to introduce, define and showcase each section. The recording (all members) and editing (Sabrina Perron, Image-24, and Kevin Procter, Extend Communications) teams diligently continue their projects to bring you more education and beneficial content. In 2016 we added new training sections including Client Set Up, Directory, & Monitor. Agent Set-Up and Scheduler is in process now! Upcoming sections to the e-Learning suite: Leadership training, daily reports for supervisors/team leaders. Motivating your team, how to best handle call traffic, staff scheduling and more. IS Summer Series 2016 August 8-10, 2016, we held our annual I.S. Summer Series, in Philadelphia which had 55 attendees! Michael Goumas of AnswerFirst, Marie McGuire of AnswerTel, and Jake Phillips of Responsive Answering Service, were fabulous instructors! Their knowledge, experience, and willingness to help is nothing short of fantastic! We would like to take this opportunity to thank Amtelco for lending us The Training Master, Michael Quimby and his apprentice, Jordan Beale, to assist and answer questions, as always – they were superheroes! We are already hard at work developing the 2017 I.S. Summer Series. This year we will be in Washington, DC! We are in the process of separating the classes into Beginner/Intermediate and Intermediate/Advanced. There will be more focus on advanced content featuring more in depth coverage of Contact Based Architecture, Contact Based dispatching, and MergeComm.

Advanced Technical Workshop 2017 Pre-Conference ATW - Crystal Reports Fast Track, will be held Sunday, March 12 in San Antonio, TX. Crystal Reports is today’s most widely used report writing application. This powerful software can instantly extract data from virtually any source, organize and transform complex data into an easy to understand and visually pleasing report for your clients or leadership. Covered topics will include Unified and IS how to modify them to meet your needs! Crystal Reports, navigation of the software, how Crystal Reports handles data behind the scenes. Rossi Fraenkel and Michael Goumas will demonstrate how to connect to different sources and types of data, create layers of totals and sub totals, implementation of calculations, formulas, and variables. PDC will share best practices, and tip and tricks for working with Crystal Reports and how to use to customize existing Amtelco reports. In closing, I’d like to thank all our PDC volunteers and their home base companies. You guys ROCK! Your willingness to share your knowledge knows no bounds, thank you for your hard work and dedication. It is a true honor and a pleasure working with each one of you. Dedicated Committee Members 2016: Rossi Fraenkel, PDC Vice Chair, Allina Health Lainya Hohn, Webinar Lead, Bennett Answering Service Alana Nikiforuk, Marketing Lead, Intercon Messaging Kevin Procter, Video Editor, Extend Communication Sabrina Perron, Video Editor, Image-24 Michael Goumas, IS Instructor, AnswerFirst Marie McGuire, IS Instructor, AnswerTel Deborah Anders, The Legacy Connection Adrian Trevino, Personalized Communications Jamie Hay, Spectrum Communications Jamie Guidry, Dexcomm Mike Burkinshaw, Comm-Link Jolie LeBlanc, Recording Secretary, A1 Professional Answering Service, Inc.

11

11


Healthcare User Group Report

Submitted by Rossi Fraenkel, Healthcare User Group (HUG) Committee Chair Happy Birthday! The Healthcare User Group (HUG) is celebrating its first year as an official committee. It’s also the first time NAEO has a member from the healthcare industry on the Board of Directors (no pressure!). It’s important to me to gather perspective from other hospitals and clinics and represent them as best as I can. In 2016, HUG met monthly to discuss: 1. What your department is currently focusing on 2. Any challenges you may be facing that your member peers may be able to help you with 3. Other topics identified on agenda During these meetings, we’ve typically talked through projects and initiatives we’re each working on. We’ve also invested some time discussing how we can maximize the value of NAEO to our existing HUG members, and how this value can become more apparent to 1Call customers who are not NAEO members today. Over the year, we have learned: Benefits: 1. NAEO’s online community is friendly, responsive, and can offer invaluable advice. 2. PDC offers a vast library of free webinars that can be accessed on demand and grows month. 3. PDC’s 2016 new Infinity Supervisor eLearning Suite is affordable and provides good value. 4. The 10% Amtelco service contract discount provides a strong argument for membership. Challenges: 1. As non-profits, most hospitals have insufficient IT staff, and cannot afford to hire the necessary to absorb and leverage the education that NAEO offers. 2. Most hospitals are lucky if they can attend one conference per year. If they must choose, the 1Call conference is often preferred, due to A) Proximity to Amtelco HQ, ideal for support B) Ideal for networking, as all attendees are industry peers C) More affordable. 3. Emails received on the listserv can be difficult to organize and find previously discussed solutions. 4. A fair percentage of 1Call customers are not aware what NAEO is, or think we are Amtelco employees. Yes, you read that last item correctly. I can relate, as the first year-plus in my role, I didn’t fully comprehend the differences between Amtelco, 1Call, NAEO, Islist, along with the other user groups I was added to. It didn’t help that my first three years on the listserv subscription were spent in ‘digest mode’. Pro-tip: unless you want to go bald like me, turn that off ;-) I digress… 12

12

It’s clear we have some work to do. My goal in 2017 is to: 1. Increase awareness of NAEO and the transparency of its great value. 2. Improve experience of navigating of online community and accessing the solutions provided by our members. 3. Decrease the time it takes to find the resources NAEO provides. I am very grateful, that NAEO has an incredible community willing to volunteer their time to make NAEO better, and that these are not solely HUG initiatives. I have partnered with Ian Cooke and a small committee to tackle these challenges. Please read the Future Directions Committee (FDC) report to learn more about these exciting initiatives. I am also excited to share that in 2017, HUG is trying out something new. We expanding our monthly agenda to include knowledge sharing sessions where HUG members demo their environment and scripts to each other. I am very eager for these sessions, as they encompasses NAEO’s mission: “An association of Amtelco users dedicated to education, networking, and development of best practices among members”. Special thanks to Jeff Zindel II of Call Center Sales Pro for being our first volunteer. The NAEO HUG Committee has grown, and my goal is to expand it further in 2017. Below is the current NAEO HUG Committee, an organization whose name is bolded indicates they are a new addition to HUG in 2016: Allina Health, Minneapolis, MN • Rossi Fraenkel Basset Healthcare Network, Cooperstown, NY • Angela Franco • Michael Roveland • Patricia Eggleton Call 4 Health, Boca Raton, FL • Bryan Weinstein Call Center Sales Pro, Minneapolis, MN • Jeff Zindel II CentraCare Health, St. Cloud, MN • Wayne Seward Children’s Mercy, Kansas City, MO • Carl McDowell • Debbie Chamberlain • Nathan Milbrandt • Nancy Rutherford


Healthcare User Group Report, Continued Children’s Hospital & Medical Center, Omaha, NE • Holly Ritchison • James Gushard Dartmouth Hitchcock Medical Center, Lebanon, NH • Kevin McFarland • Maureen Ovitt • Jessica Ovitt Lake Regional Health System, Osage Beach, MO • Sally Burke Greenville Health System, Greenville, SC • Chad Liner Salina Regional Health Center, Salina, KS • Elaine Stirn Seattle Children’s, Seattle, WA • Gerard Perez

NAEO - Did You Know?

Texas Health Resources, Arlington, TX • Fedisha Hampton

In 1988, Joe Everly and John Morley of Amtelco debuted a brand new concept in telemessaging, a PC-based open architecture system called PCMX. This paperless messaging system included an integrated voice mail system, allowing owners to enjoy the efficiencies of maintaining a single system. The users of both PCMX and EVE joined forces and renamed the organization National Amtelco Equipment Owners, maintaining the NAEO name.

Valley Health, Winchester, VA • Christina Stephens • Donna Brill Voice Link, Columbus, GA • George Elliston • Nikki Marshall Amtelco Liaisons: • Jana Olson • Matt Everly • Mike Friedel

In 1993, Amtelco introduced its new Infinity system, which integrated paperless messaging and voice processing with a significantly larger account capacity. It continues to be Amtelco’s premier product today. In 2003, the Intelligent Series module was added to the Infinity platform offering script-based message services – a major development in the industry. NAEO continues its tradition of working closely with Amtelco to make all of the Amtelco product offerings as strong and valuable to the industry as possible. Current members of NAEO are compromised of EVE and Infinity users. The organization now includes a combination of owners, managers, IT specialists, and others who work closely with the Amtelco equipment to ensure a smooth running call center.

13

13


NAEO Board of Directors President | Theran Mossholder Newtown Answering Service Langhorne, PA president@naeo.org Vice President/President-Elect | Lina Cunningham Extend Communications, Inc. Brantford, ON Canada presidentelect@naeo.org Future Directions Committee Chair | Mike Crossman lliance Wireless Communications Kingston, ON, Canada futuredirection@naeo.org Communications Committee Chair | Robert Bennett Bennett Telephone Answering Service Flint, MI communications@naeo.org Membership Committee Chair | Lisa Phillips Stericycle Wilmington, DE membership@naeo.org Past President | Gerald R. Brosseau, II Always On Call Answering Service, LLC Concord, NH pastpresident@naeo.org Secretary/Treasurer | Gordon Mott Main Line TeleCommunications Aston, PA secretary@naeo.org Professional Development Committee Chair | Tifani Leal A1 Professional Answering Service, Inc. Lafayette, LA professionaldevelopment@naeo.org

14

14

Conference Committee Chair | Lina Cunningham Extend Communications, Inc. Brantford, ON conference@naeo.org Healthcare User Group Committee Chair | Rossi Fraenkel Allina Health Center Minneapolis, MN Executive Director | Eric Ewald, CAE NAEO St. Paul, MN management@naeo.org Assistant Executive Director | Gigi Jaber-Sutton NAEO Rosemont, IL management@naeo.org


SAVE THE DATE

2018 ANNUAL CONFERENCE FEBRUARY 25—28, 2018 Details coming soon at naeo.org

15

15


16

1000 Westgate Drive, Suite 252 St. Paul, MN 55114 Phone: 800-809-6373 | Fax: 800-809-6374 naeo.org

2016 Annual Report  
Read more
Read more
Similar to
Popular now
Just for you