CRLA Strategic Plan 2025–2028

Strategy: Increase opportunity for members to share feedback and needs to inform Board actions

Action Item: Conduct an annual survey to gather member input on pressing issues in the field and within CRLA.

Measures and Assessment:

Develop an annual member survey and a process for distribution.

Facilitate survey through various channels with a 15% response rate (examine this number with PR).

Board will evaluate results and include findings in the annual evaluation of progress toward the strategic plan and make adjustments as needed.

Action Item: Conduct a Certifications satisfaction survey to help improve the certification experience.

Measures and Assessment:

Develop and distribute a survey and establish a process for distribution.

Strategy: Celebrate the wins of our organization consistently

Action Item: Create a communications campaign that spotlights members through diverse channels.

Measures and Assessment:

Spotlights should include (but are not limited to) the following groups: new and long-time members, newly-certified programs, conference presenters, and leaders.

Spotlights may be shared through social media videos and posts, NewsNotes, special issues, and other communication channels.

Strategy: Improve customer service experience for members and certifications

Action Item: Develop a customer service audit process to understand challenges and opportunities for improvement.

Measures and Assessment:

Support the Transition Chair to develop an FAQ repository, improve response time, and establish SOPs.

Collect feedback from members and leaders regarding communication processes.

Utilize YM as a CRM to formalize customer service tracking and processes.

Strategy: Improve efficacy of Public Relations initiatives and outreach

Action Item: Create and maintain a comprehensive Public Relations communication strategy.

Measures and Assessment:

Conduct a communications audit.

Examine the efficacy of current communication tools and explore options for improvement.

Create or update a Communications Calendar.