October 2020 Newsletter Print

A Message from Our President

It's Customer Service Appreciation Week!

What an ideal time to celebrate customer service! Customer Service Week is an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.  Since 1992, this nationally recognized event is celebrated annually during the first full week in October. Some companies extend the celebration throughout the month of October.

There is an art to serving customers and we all know excellent customer service when we observe or receive it. Additionally, when customer service professionals take pride in their work and organization they work for, customers take notice in a big way. That’s particularly important when you consider that:

  • 89% of consumers have stopped doing business with a company after experiencing poor customer service
  • 7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service
  • In the U.S., the estimated cost of customers switching due to poor service is about $1.6 trillion


National Customer Service Week is a natural time to remind your customer service professionals how much you value and appreciate them, and that they play an integral role in the long-term success of your organization. 2020 is an exceptional year to acknowledge such workers, as we have endured some unprecedented times. We have felt profound respect and admiration for and reliance on essential workers across many industries, including health care, food and groceries, and online shopping mail delivery services, who have continued to provide service to customers throughout the COVID-19 pandemic.

Whether you’re a business owner or customer, this special recognition time was put in place for us to recognize and reward others who help provide us with the products and services we want and need every day. 

Here are some suggestions to celebrate in a special way:

  • Treat them to a meal
  • Acknowledge and motivate team members from the top – send a company wide note from the CEO or senior leadership team
  • Have a fun or themed virtual happy hour
  • Recognize team members for their hard work and contributions
  • Ask customers to send kudos and accolades of their appreciation for service provided
  • Do a charitable team event or make a company donation to an organization(s) chosen by employees
  • Provide a gift or gift card to all employees
  • Managers send personalized appreciation messages to employees
  • Introduce new company benefits or share impact of total rewards package


In the new normal, all of these events and actions can be done virtually with a bit of creativity, flexibility and planning. 

What an honor to be able to recognize individuals who provide us with products and services we need! Our customer service professionals are on the front lines of our businesses and serve as the face and voice of whatever products or services companies are marketing and selling to the world.

Let’s take time during this month to recognize the individuals who keep our businesses operating and smiles on customers faces. Let’s reciprocate and put a smile on our customer service professionals’ faces this month.

Happy Customer Service Appreciation!

A company becomes a success story because of the efforts of its employees. 

Back to top

Upcoming Events

How A Village Moved A Mountain: The Story Of One Company’s Journey To Build A Community Of Equity, Inclusion And Diversity

Join us Thursday, October 15th, as we welcome Bob Causer!


About Our Program:

Through story-telling, we learn lessons for being better stewards of our company, our community, our world.  Using this ideal, Bob Causer, past VP of HR for Humanim, retells the journey of the Humanim Board of Directors and Senior Management’s commitment, as well as full participation, along with a cross-functional team (HR, Operations, Finance, etc), to create and embrace a Diversity, Equity and Inclusion movement in the organization that went beyond a ‘corporate responsibility’ but truly embodied a philosophy to change how a company operates for the betterment of employees, the people they serve, and the communities in which they operate. This interactive session will include networking, and time for Q&A!

Click here for details and to register!

About Our Speaker:

Bob recently retired after working in the field of Human Resources for 39 years in such diverse areas as long term healthcare, computer networking software design and manufacturing, and heavy steel fabrication.  For the past 19 years, Bob served as Vice President of HR at Humanim, a provider of human service programs and social enterprises.  It is the time with Humanim that provided the experience for today’s topic.

Thank you to Spectrum HR Solutions for sponsoring our October webinar!

Spectrum HR Solutions is an award-winning, privately held, woman-owned, minority company specializing in human resources consultation and outsourced human resources services for both the public and private sector. Since 2004, its team of experts has a combined total of 187 years of human resources experience. By providing your organization with exceptional professionals who possess the appropriate level of experience and expertise, Spectrum HR Solutions offers complete solutions to organizational needs in primary functional areas of human resources.


This Webinar Has Been Approved For Recertification Credits

Strategic HR is going Virtual+!

This annual conference is an oasis of learning associated with Mt. Washington. The 2020 edition will arrive in your living room, with new meaning and purpose.

The move to virtual is dictated by the situation on the ground, but it is much more than pushing a button and moving the programs conceived last November and December online. Changing circumstances demand to adapt our content and delivery. This is a move to lift your spirits and impact your communities. Our goal to give you the best of both worlds – taking the existing program structure and layering on meaningful information. The conference has also been approved for 17 PDC's with both SHRM and HRCI.

The conference will take place October 21st, 22nd, and 28th. Don't delay on registering for this fantastic event today!

Back to top

News You Can Use

Howard County General Hospital offers COVID-19 testing in places of worship

COLUMBIA, Md.—Howard County General Hospital with support from the Howard County Health Department will offer COVID-19 community testing in places of worship throughout Howard County this fall at no cost to patients. Both adults and children can be tested, and a physician order is not required for testing events listed below.

  • Saturday, Oct. 10, from 8 to 11 a.m. at The Church of Jesus Christ of Latter-day Saints at 4100 St. John’s Lane in Ellicott City
  • Sunday, Oct. 25, from 8 to 11 a.m. at The Church of Jesus Christ of Latter-day Saints at 6020 Ten Oaks Road in Clarksville
  • Saturday, Oct. 31, from 10 a.m. to 1 p.m. at Celebration Church at 7101 Riverwood Drive in Columbia


Advance registration online is encouraged. COVID-19 test results are typically available within 24 to 48 hours. Dates and times are subject to change depending on weather conditions. For more information, visit the hospital website, email [email protected], or call 410-740-7601.

Howard County General Hospital works with faith groups in Howard County through the hospital’s Journey to Better Health program. Journey to Better Health provides free health screenings, classes and a Member Care Support Network to help Howard County residents take charge of their health by identifying, monitoring and managing their health conditions. The program is made possible through a grant from the Howard County Health Department.

2020 Benefits Strategy & Benchmarking Survey Report: Recognize your organization’s strengths and identify opportunities

Gallagher’s 2020 Benefits Strategy & Benchmarking Survey Executive Summary features timely insights for employers as they try to navigate the multitude of issues arising from a global pandemic. Based on responses from nearly 4,000 organizations, this report offers a practical perspective on significant trends and best practices for better employee and organizational wellbeing.

Face your future with confidence. Be sure to register for Gallagher’s upcoming virtual town hall for a deeper dive into using the report data to build your organization’s success.

Register for the webinar here

Back to top

Professional Development

Interested in a virtual speaking opportunity?

Share your knowledge & expertise with students at the University of Maryland.

The Management and Organization Society (MOS) seeks to introduce students to the management field and build better leaders by bringing together management professionals, faculty, and students. By connecting students to these resources, MOS aims to encourage the development of University of Maryland students into well-respected leaders in their respective careers.  www.facebook.com/MOSAtSmith

Presentation topics must be related to leadership and management. 

If interested, contact our College Relations Committee for more details by emailing [email protected].

Did you know the SHRM Foundation offers two FREE certificate programs on hiring individuals with disabilities and hiring veterans?  

Learn more about Employing Abilities @ Work Certificate here: https://lnkd.in/e6e29Ji

Learn more about the Veterans at Work Certificate here: https://www.shrm.org/foundation/about/pages/veterans-at-work-certificate-program.aspx

Back to top


Prepare for Success: HoCo HRS’ First Non-Profit of the Quarter

Since we can’t come together this year for our beloved 'becHaRitable' events, we had to come up with a new way to support our Howard County community organizations. And thus, the Non-Profit of the Quarter was born! The Howard County HR Society will select one community organization each quarter to support, both through a donation from the Chapter and by highlighting their amazing work. Our very first pick is a 'becHaRitable' staple: Prepare for Success!

Started in 2000, Prepare for Success supplies Howard County school children from families with low incomes with the supplies they need to be successful, such as backpacks, notebooks, pens, and more. They’ve had to switch things up due to COVID-19, but were still able to assemble a record 3,800 kits for students. This includes 400 emergency kits in the spring when families first switched to online learning. Where they normally rely on collection boxes at the libraries and groups organizing packing events (like we did last year), they’ve had to shift gears this year. You can learn more about what they’re doing now and how you can support them on their website or their Facebook page. We hope you will be joining our webinar on October 15th, so that you can hear directly from Prepare for Success about their work!

Back to top

Diversity and Inclusion


It's undeniable that Hispanic people have enriched the United States with their cultures, traditions and legacies. Millions have said goodbye to their native countries and embarked on a journey to create a new life in "the land of opportunity." Today, 60.6 million Hispanics make up the largest minority group in the U.S., accounting for roughly 18% of the nation's total population. To honor and pay tribute to all of the contributions Hispanic-Americans have given to the United States — and the world — we celebrate Hispanic Heritage Month.

Originally established as Hispanic Heritage Week by Rep. Edward R. Roybal and President Lyndon Johnson in 1968, the now month-long tribute is observed from September 15 to October 15, and commemorates those in the U.S. whose ancestors came from Argentina, Bolivia, Chile, Colombia, Costa Rica, Cuba, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Guatemala, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru, Puerto Rico, Spain, Uruguay and Venezuela.

While there is currently some debate over the name — because the term Hispanic specifically refers to Spanish-speaking countries and the territory of Puerto Rico, there are those calling for the celebration to be renamed Latinx Heritage Month, which includes people who speak indigenous languages as well as Brazilians who speak Portuguese — what is unquestionable is the power and resilience of the Hispanic, Latinx, and Latino-identified people.

This month, we invite you to learn more about what makes this 30-day celebration so meaningful. Together, we can all show our love to the Hispanic, Latino, and Latinx communities in this country, this month and every day.

Source: https://www.goodhousekeeping.com/life/a33957025/hispanic-heritage-month/

It's in our hands

It’s time for equality for all, across every area of society. That’s why SHRM has introduced Together Forward @Work, a call to action to bring racial equity to the workplace—the place we know best and have served the longest. And a place where we, our members, and our business community can bring our unique professional talents to stand together against all forms of social injustice.

 How will you help create racial equity in your workplace? By a show of hands, take the pledge. I am committed to listening, learning and taking action.  We all need to stand together against all forms of racial and social injustice.  #TogetherForwardAtWork. 

Get more information HERE

Back to top

Career Corner

Check out these job opportunities!

Maryland SHRM State Council Job Resources

Positions at Athelas Institute, Inc.

Positions at Impact Automation, Inc

If you have any opportunities that you would like to have us include here, please email [email protected]

Back to top

Welcome New Members!

We would like to recognize and welcome all of our new members!!

Tonya White

April Perry

Tyler Stewart

Dawn Wells

Mildred Allen

Back to top

Get Involved with HoCo HRS

Why Volunteer?

Gain New Experiences and Insights
Give Back and Help Others
Create Connections with People
An Overall Sense of Accomplishment


Our chapter is a great place to get more involved with the HR community in Howard County. We have several committees, listed below, who are seeking volunteers to assist with our various initiatives. Complete our Volunteer Application today or you can reach out to our Volunteer Chair, Michele Gipson, at [email protected]

  • College Relations  
  • Communications and Social Media  
  • Diversity and Inclusion  
  • Legislative Affairs  
  • Membership  
  • Professional Development  
  • Programs
  • Workforce Readiness

Back to top

Stay Connected With Us!

Since we can't connect in person...let's connect online!


Back to top