Director Spotlight: 'You're There for Members'

Ann Peterson

Throughout board member Paul Johnson's 30 years of volunteer service at Citadel Federal Credit Union, Thorndale, Pa., he never lost sight of one thing: the member.

"He has devoted countless hours to Citadel Federal, having the members' best interests at heart," says Jeff March, credit union president/CEO.

Johnson retired from the board last year. He reflects on his role as credit union director, then and now.

What are the key challenges your board has faced?

Computers were the first big challenge. When computers became an integral part of organizations, we brought programming in-house. Soon after, we found our existing facility was too small and we built an operations center that remains our headquarters to this day.

Another challenge during the 1970s: Citadel Federal was known as Lukens (Steel Co.) Employees Federal Credit Union. We primarily served steel workers. But when that industry began laying off workers, we knew we had to expand our field of membership. It wasn't an easy process. Our select employee groups told us that because our name was "Lukens," it had a union connotation. So before we expanded our charter, we changed our name to Citadel, which means a fortress and strength. We never looked back after that.

Over the years, our focus has been handling growth. Do we add more automated teller machines (ATMs) or build more retail offices? How do we keep members and employees satisfied? How do we keep up with the technology? We overcame our obstacles by continuing to look and listen to our CEO and management team. A great team effort has led to Citadel Federal's incredible success.

How has the Citadel Federal board evolved over the years?

We reduced our board from 13 to seven members. The board composition also changed from Lukens Steel employees to people who held a variety of jobs within the community. This allows us to better serve our membership.

What are you proudest of during your years of service?

I've seen so many changes in the organization and milestones reached. I started on the education committee, which is now the marketing department. I also have been on the credit committee, which Citadel Federal staff now run. And I've had the honor of being named president of the area's credit union chapter.

But I'm proudest of the credit union's growth over time. Watching a small credit union turn into the largest community-chartered credit union in Pennsylvania is a phenomenal accomplishment. And we aren't resting on past successes. We're striving to become a household name in Chester County.

What advice do you offer new credit union board members?

Learn as much about the credit union movement as possible. Get to know your board members and their views. Get to know the CEO, staff, and the members.

Remember, you're there for the members. Take their questions and concerns to the board. This will ensure the credit union's products and services meet your members' needs.

Reprinted from Credit Union Directors Newsletter

10 Ways To Recognize CU Volunteers Do you have a great director like Paul Johnson? National Volunteer Week is a perfect time to show your appreciation for the time and energy board members provide in representing your members and guiding the credit union. Here are 10 ideas for recognizing credit union volunteers during National Volunteer Week, April 18-24: 1. Display photos and biographies of volunteers in your lobby and on your Web site. Write about a special talent or strength each volunteer brings to the credit union. 2. Provide continuing learning opportunities through self-study courses. 3. Hold a thank-you luncheon for volunteers and staff. 4. Present volunteers with credit union clothing they’ll wear with pride. 5. Provide education all year long with subscriptions to industry publications. 6. Give volunteers a gift certificate to a favorite local restaurant or shop. 7. Hand out recognition gifts, such as clocks, totes, or stadium blankets, along with personal thank-you notes. 8. Help volunteers guide their decisions with books and videos. 9. Give mementos with meaning, such as a fishing lure with a note reading, "You’re a great catch for our credit union," or a pair of gloves with a note reading, "Thanks for lending us a hand." 10. Reward outstanding volunteers with registration to credit union conferences.