A Fresh Approach: One Woman's Mission To Turn Around an Ailing Program with a New Point of View

By Joan Gaffany

When I began working for the Federal Bureau of Investigation (FBI), Washington, DC, in 1993, employees received a minimal amount of services through the FBI Recreation Association (FBIRA). As the manager, services and activities, of the FBIRA, it is my responsibility to put together a program that not only benefits the employees, but enriches their daily work experiences. With 10 years of prior experience, including a position as manager of the Foreign Affairs Recreation Association (FARA) at the U.S. Department of State, Washington, DC, I have learned that small changes can make a big difference in improving program participation and boosting employee morale. Here are a few of the programs the FBIRA provides and some changes I implemented to generate excitement for existing employee services.

Appealing to the masses

I work with Eboni Russell, activities assistant, and a 10-person Board of Directors to manage the FBIRA. My approach to employee services is to be available for the FBI Headquarters' 8,000 employees. The FBIRA office is located in the headquarters' building at the back of the FBI employee store, near the cafeteria, travel office, bank, and onsite gym. Our front-desk area allows employees to visit frequently and request information.

In 1993, I developed a plan to increase program participation by eliminating our membership fee policy. We charged employees three dollars to join the FBIRA and receive a membership card. All employees were required to show their membership card before shopping in the employee store, and if they lost their card, they could purchase a new one for a dollar. Despite the FBI's large employee base, only a minimal amount of employees signed up each year. Since the FBIRA serves only FBI employees, there was no chance of growing the membership base. After examining the membership card policy, I determined that the cards, in effect, prevented employees from visiting the employee store and the FBIRA office, rather than encourage them to use the services. Hoping to increase sales, we decided to eliminate the membership fee and give every employee an automatic membership. I advertised the new policy to employees via bulletin boards, signage and the employee newsletter. Over a short period of time, program participation grew dramatically and we more than recuperated the money lost from eliminating the membership fee.

Improving their swing

Traditionally, the FBIRA organizes sports leagues, one of which is golf. Each year, we host five major golf tournaments between May and October at various local golf clubs. In 2001, approximately 54-60 players participated. My goal was to increase the number of players. I decided to award a “Player of the Year” trophy and asked all players to create a point system that was fair to everyone. With the new point system, every participating employee earns 10 points per tournament; the first-place winner in a tournament earns five points; employees whose balls land closest to the pin earn five points; and the golfer with the longest drive earns five points. We also hold a putting contest at every tournament, whereby each golfer is allotted two attempts at sinking a 40-ft. putt. If they sink it, they earn three points.

These incentives encouraged more golfers to participate and play often. In addition to the “Player of the Year” trophy, the FBIRA awarded the winner free golf during next season's tournaments and a lead crystal bowl worth $300. This year, excitement built when three people accumulated the same amount of points and competed for a “Sudden Death Putt-Off.” By the end of the 2002 season, the FBIRA saw the participation average increase to 80-100 players per tournament.

The convenience of onsite shopping

I began the project of implementing onsite Vendor Sales to provide FBI employees with the convenience of onsite discount shopping. At first, our Vendor Sales consisted of small-ticket items such as jewelry, men's ties, wallets, knick-knacks, and ceramics. As the FBIRA acquired additional room space, I added vendors that sold big-ticket items such as artwork, collectible figurines, linens (sheets and towels), books, handbags and luggage, shoes and boots, furniture and appliances, and clothing. Employees appreciate the event and vendors often accumulate sales of up to $20,000. All vendors pay a 20 percent commission, which goes toward prizes, giveaways and special programs for FBI employees.

Everyone loves to win

The FBIRA holds periodic contests to build camaraderie and boost morale. Most of the contests consist of guessing games offering valuable prizes, which either vendors donate or I purchase with FBIRA funds. Each time I plan a special event, I solicit prize donations from vendors to use in prize drawings. Prizes range from movie tickets and cash to trips and electronics. Vendors are always willing to donate prizes because FBI employees are great customers.

Our Christmas Door Decorating Contest provides great holiday decorations throughout the building. Employees compete, either individually or as a group, for the chance to win a first prize of $500, which an office will often donate to their favorite charity or apply towards an office Christmas Party. Christmas Door Decorating Contest judges base their decisions on originality, which gets everyone's creative juices flowing.

Building pride in the FBI

In 1993, I implemented an Annual Holiday Orn-ament Program. Each year, I work with the designer who creates the White House Ornaments to create a symbol or emblem that appropriately represents the FBI during that particular year. This year, the ornament commemorates September 11, 2001. We create the brochures and romance cards included with each ornament. The FBIRA makes 100 percent commission on the ornaments, which helps support the FBIRA and the employee store. This program is now in its 10th year and many employees collect them all. By January, employees are already asking me to reveal the design for the next ornament.

FBI cookbooks produced by the FBIRA are another popular item sold to employees. Both celebrities and FBI employees submit recipes that we print in the book. Contributions such as Hillary Rodham Clinton's chocolate chip cookie recipe and Mimi Eisenhower's secret to homemade fudge, make the cookbooks a huge hit for the holidays. The FBIRA staff organizes the information, types it and proofreads each recipe. With nearly 500 recipes in each cookbook, it can take six to eight months to complete. The cookbook sales help fund employee services provided through the FBIRA.

Traveling your way

The FBI has an in-house travel office to assist employees with individual travel planning. We offer discounted trips such as cruises, short weekend trips to the Poconos, Cruise and Stays to the Bahamas, Bed and Breakfast getaways, and bus trips. Most of the employees look for three- to four-day getaways as opposed to expensive, extended-stay trips, although, on occasion we offer longer, more extravagant vacations. We communicate the travel discounts through the employee newsletter, flyers and brochure racks. Currently, we are hoping to post our discounts on the FBI intranet site. We do not receive a commission from our travel partners, but they often supply us with prizes and giveaways, especially around the holidays.

Conclusion

Over the past 20 years, it seems I have tried nearly every fundraiser imaginable. I acted on suggestions from peers and implemented ideas from Employee Services Management (ESM) Association. Some are successful and others are not as popular, but that is how I decide what services to offer in the future. The key is to uncover employees' interests and keep their likes and dislikes in mind when attempting new services. With this approach, I have learned how to keep my current programs fresh and add new programs that FBI employees are sure to enjoy.

Joan Gaffany is manager, services and activities, of the Federal Bureau of Investigation (FBI) Recreation Association, Washington, DC. She may be reached at (202) 324-3414 x14 or raservices@aol.com.