CCUSA’s National Quantitative Research Study Consumer Awareness, Perceptions and Engagement | November 12, 2015 CCUSA DISASTER CASE MANAGEMENT Introductions

• Maureen Varnon, SVP Communications and Marketing, CCUSA • AJ Drexler, President and Chief Research Strategist, Campos Inc • Diocesan Director Working Group: Jenn Dyer, IN (working group chair); David Aguillard, LA; Mike Allen, TN; Gerry Carter, NC; Terrie Iacino, CA; Steve Letourneau, ME; Sr. Norma Pimentel, TX; David Siler, IN Housekeeping

• Webinar estimated at 2 hours; 5-minute break at mid-point. • Deck will be available following the webinar but presentation details are extremely insightful. • Questions will be addressed at end of each section, time permitting. Those not covered will be answered in follow up. • Presentation focuses on national findings with high level topline of geographic observations. • Each agency will receive a report comparing findings for their US Census region compared to the rest of the US. Marketing without Data is like Driving with your Eyes Closed

Dan Zarrella

4 Engagement Patterns

• Non-profit landscape is exploding • Fierce competition for consumer engagement • is flat, but volunteering for religious organizations is up • Charitable are flat over the last 10 years but up slightly in 2014 • While religious donations were up slightly in 2014, total religious donations are down compared to 10 years ago • Certain segments represent potential and need to be better understood * http://www.gallup.com/poll/166250/americans-practice-charitable-giving-volunteerism.aspx * Blackbaud Charitable Giving Report - 2014 CCUSA’s Benchmark Research

• National study to quantify consumer awareness levels and attitudes toward the organization, its member agencies and the services they provide. • Research will be the first national assessment that will help: – Inform audience priorities, marketing and strategies, and provide social policy insights to help shape messaging and offerings. – Inform how Catholic Charities can differentiate itself from other like-minded organizations. – Provide a benchmark against which future marketing, fundraising and programming efforts will be evaluated. Timeline

• Launched in 1Q2015 – Reviewed existing CCUSA qualitative research – Solicited and reviewed research from member agencies – Presented findings to CCUSA’s BOT and Diocesan Directors – Engaged Diocesan Director Working Group • Informed survey areas, sample specs, reporting considerations – Developed survey instrument – Fielded study – Analyzed findings – Presented findings in Omaha Areas of Exploration

• Awareness levels of Catholic Charities and Catholic Charities USA • Demographics and psychographics of survey participants • Attitudes toward Catholic Charities and other charitable organizations • Subjective norms (influence from family, celebrities, friends, religious authorities, news media, political officials) • Battery of questions to identify and prioritize unique selling proposition • Current giving patterns • Propensity to give • Depth of understanding for the services provided by Catholic Charities agencies s Key Findings Catholic Charities USA: A National Assessment

10 Background

• On behalf of Catholic Charities USA, Campos Inc conducted a nationally representative survey among 1,500 Americans to measure awareness and attitudes of Catholic Charities and other national charities.

• Any reference to “Catholic Charities” throughout this study is referring to the Catholic Charities brand as a whole.

11 Agenda

1. The Landscape 2. Awareness, Favorability, Engagement and Knowledge of Catholic Charities 3. Opinions and Attitudes about Catholic Charities

 Courtesy Break

4. Brief Regional Overview 5. Clusters of Engagement 6. Conclusions and Recommendations

12 I. The Charity Landscape

13 How engaged Americans are with charities

Four in five Americans (80%) have at one Americans give to both Non-Religiously time donated money, volunteered or Affiliated charities as well as religious- advocated on behalf of a charity. affiliated charities.

Do you tend to tend to engage more with Do you ever engage on behalf of a religious or non-religiously affiliated charity? charities? Yes (at least 1) 80% More to non-religious 39% Donate 68% Equally to both 33% Volunteer 35%

More to religious 20% Advocate 18%

No 20% Not sure 8%

And when they donate, there are approximately 3 groups (1/3 each), giving >$50, $25-$50, and <$25.

14 Importance of causes and issues

How important are each of the following causes or issues to you personally? Hunger is important

Hunger 54% 35% 11% to all, but there are differences by Health Services 53% 35% 12% segment: Veteran services 52% 35% 13% • Hispanics (61% very Housing/ 44% 40% 16% important) Job training and education 37% 43% 20% • Non-Catholic

Disaster preparedness/response 37% 46% 17% Christians (61%)

Adoption/foster care 32% 41% 27% • Catholics (54%)

Environmental stewardship 28% 45% 27% • Military (53%)

Climate change 26% 38% 36% • Non-Religiously

Immigration/refugee services 21% 37% 42% Affiliated (48%)  Only segment under 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 50% Very important Somewhat Important Not important

15 Both “poverty” and “the poor” are serious problems

How serious a problem? • Most groups think “the poor” is more important. Extremely serious 30% • These specific groups, problem 25% however, view poverty as more serious: 36% Very serious problem 39% − Catholics who attend mass regularly Somewhat serious 28% − Americans who earn less problem 31% than $25,000 annually

6% − Americans who earn more Not a serious problem 5% than $100,000 annually − Adults with children at The Poor Poverty home

16 The groups Americans are most worried about

• Children top the list, but some groups are more concerned about: – Baby Boomers—the Elderly – Incomes <$25,000 and African Americans—Homeless – Military families—Veterans • Americans see efficacy in efforts to reduce poverty and help the poor.

When you think of "poverty" or "the poor" in this country, which groups are you most concerned about? Children 48% Elderly 36% The homeless 34% Veterans 30% Families 29% The hungry 27% The poor overall 24% Mentally ill 15% Youth 12% Sick 9% Communities 5%

17 II. Awareness, Favorability, Engagement, and Perceived Knowledge of Catholic Charities

18 Awareness, favorability, perceived knowledge and engagement: What do they mean?

These are key comparable metrics used to measure success. • Awareness: Unaided (Which charities come to mind?) and aided (Have you heard of Catholic Charities?). Unaided is very important because consumers often make decisions based on who is “top-of-mind.” • Favorability: Separated into very, somewhat, not very and not all, it is a baseline measure used to assess overall opinion. Only measured among those aware. • Opinion: Similar to favorability but based more on experience. • Perceived knowledge: Also separated into very, somewhat, not very and not all, it is valuable metric for understanding how much people think they know about your organization. Only measured among those aware. • Engagement: Separated into donate, volunteer and advocate. Only measured among those aware. It is important to keep in mind how the different measures interact. For example, it is possible for a group to know little about you (low awareness) but be highly favorable or index below average on favorability but have an overall positive opinion.

19 Half of Americans have heard of Catholic Charities, but unaided awareness is low

National charities that focus on human services

American Red Cross 34% 57% The Salvation Army 26% 63% United Way 12% 68% Goodwill Industries 11% 70% Catholic Charities 7% 43% Feeding America 3% 37% Save the Children 54% St. Vincent de Paul 31% 33% YMCA 81% Food for the Poor 14% CARE 31% World Vision 25% Volunteers of America 33% Bread for the World 7% Unaided Aided

20 Awareness of Catholic Charities differs by segments and demographics

High Awareness Above Average Awareness Low Awareness (>110 Index) (100-109 Index) (<100 Index)

Catholics 175 Income $50K-100K 108 GenX (35-54) 99 -Frequently attend 194 Men 106 Women 94 -Infrequently attend 136 Hispanics 93 Baby Boomers 151 Democrats 93 Income > $100K 137 Children at home 92 Northeast 132 West 91 Caucasian 129 Some College 83 Non-Religious Affiliated 125 Income $25K-50K 82 College Graduate 125 Income <$25K 78 Midwest 120 South 78 Independents 119 Other Christian 73 Republicans 115 High school or less 75 Military 114 African Americans 43 Adults w/o children 112 Millennials (18-34) 42

21 Catholic Charities is viewed favorably, but lags behind the leaders

Favorability of National Charities (among the aware)

American Red Cross 63% 28% 9% Food for the Poor 62% 34% 4% The Salvation Army 59% 35% 6% Feeding America 52% 44% 4% Society of St. Vincent de Paul 51% 44% 5% Catholic Relief Services 50% 45% 5% Goodwill Industries 48% 42% 10% Bread for the World 48% 42% 10% Catholic Charities 48% 44% 8% Save the Children 46% 42% 12% YMCA 45% 47% 8% Volunteers of America 45% 49% 6% United Way 44% 41% 15% CARE 40% 49% 11% World Vision 39% 49% 12%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very Favoraby Somewhat Favorably Not Favorably

22 Favorability of Catholic Charities differs by segments and demographics

High Favorability Above Average Favorability Low Favorability (>110 Index) (100-109 Index) (<100 Index)

African Americans 132 High School or Less 109 Men 99 Catholics 124 Hispanics 107 Caucasian 98 -Frequently attend 127 Midwest 106 Military 98 -Infrequently attend 116 South 106 Other Christian 97 Children at home 110 Income $25K-$50K 104 Adults w/o children 96 Income >$100K 103 College Graduate 96 Women 102 Millennials 95 Baby Boomers 102 $50K-$100K 94 Income <$25K 102 West 93 Republicans 102 Northeast 92 Independents 101 Non-Religiously Affiliated 83 Gen X 101 Some College 100 Democrats 100

23 Measuring engagement

• To measure all aspects of engagement with charities, respondents were asked the following question: Which of the following charities have you ever donated money, volunteered, or advocated on behalf of?

• Catholic Charities – Among the 50% of Americans who had heard of Catholic Charities, 43% had engaged with the organization in one of three ways:  Donated Money33%  Volunteered8%  Advocated4%

24 Level of engagement with Catholic Charities is higher than some poverty organizations

Any of Three Donate Volunteer Advocate Organization % % % % The Salvation Army 64 54 10 8 American Red Cross 64 53 12 9 United Way 58 50 8 6 Goodwill Industries 58 48 7 9 Food for the Poor 53 36 14 10 Society of St. Vincent de Paul 46 36 8 8 Catholic Charities 43 33 8 4 Catholic Relief Services 40 32 6 7 Bread for the World 39 26 10 10 Feeding America 38 24 8 9 YMCA 33 18 12 9 Save the Children 30 21 4 7 CARE 26 19 4 5 Volunteers of America 26 14 6 7 World Vision 27 19 4 5

25 Engagement with Catholic Charities differs by segment and demographic

Millennials and African Americans volunteer, while Southerners donate.

Above Average High Engagement Low Engagement Engagement (>110 Index) (<100 Index) (100-109 Index) Catholics 179 Millennials 109 High School (or less) 98 -Frequently attend 204 Men 109 Some College 95 -Infrequently attend 140 Republicans 109 $50-99K 95 Hispanics 142 South 107 Midwest 93 Children at home 125 Independents 107 West 91 Income > $100K 114 Northeast 105 Caucasians 91 African Americans 114 College graduate 102 Women 91 GenX (Ages 35-54) 112 Income $25K-$50K 100 Baby Boomers 86 Military 112 Democrats 84 Income < $25,000 81 Adults w/o children 70 Non-Religiously Affiliated 63 Other Christian 56

26 Profiling Those Who Engage with Catholic Charities

Demographic Donate Volunteer Advocate

Gender 50%/50% 43% Male/57% Female 47% Male/53% Female Avg.=55 Avg.=43 Avg.=49 Age 42% Baby-Boomers 32% Millennials 47% GenX

Income Avg.=$72,270 Avg.=$59,360 Avg.=$57,100

HS/Less22% College22% HS/Less37% College17% HS/Less24% College24% Education College Graduate 52% College Graduate 47% College Graduate 53% 74% White 60% White 58% White Ethnicity 15% Hispanic 20% Hispanic 22% Hispanic 6% African-American 13% African-American 13% African-American

Parents 33% have kids at home 48% have kids at home 38% have kids at home

Party I26% R38% D30% I23% R23% D45% I33% R27% D30%

Married 64% married 45% married 47% married 82% Catholic 55% Catholic 58% Catholic Religion 15% Christian 35% Christian 29% Christian South32% Midwest23% South28% Midwest37% South46% Midwest27% Region Northeast27% West18% Northeast15% West20% Northeast6% West22%

27 Those who engaged with Catholic Charities also engaged with . . .

American Red Cross 75% The Salvation Army 74% United Way 68% Goodwill Industries 63% Catholic Relief Services 52% YMCA 44% St. Vincent de Paul 38% Save the Children 28% Feeding America 20% Volunteers of America 15% CARE 14% Food for the Poor 14% World Vision 9% Bread for the World 5%

28 Less than half of Americans who are aware say they are knowledgeable; only a few very knowledgeable

Among those aware of Catholic How knowledgeable are you about Charities: about Catholic Charities?

• Highest perceived knowledge: Very Low – African Americans – Catholics Very 9% – Hispanics Not at all 19% – Parents – Millennials

• Lowest perceived knowledge: Somewhat 37% – Non-Religiously Affiliated Not very 35% – Baby Boomers – Middle income Americans – Adults without children – Non-Catholic Christians

29 Less than half of Americans who are aware say they are knowledgeable; only a few very knowledgeable

Less knowledgeable How Knowledgeable are Americans More knowledgeable about Catholic Charities? Not at all Total Very Total Baby-Boomers 5% 40% African-Americans 20% 71% Non-Rel. Affiliated 6% 33% Millennials 16% 46% Midwest 6% 45% Very Catholics 15% 65% $50K-$100K 6% 44% 9% Hispanics 15% 57% Not at all, No Children 7% 35% 19% Parents 14% 56% Caucasians 7% 42% <$25K 14% 52% $100K+ 7% 47% South 11% 50% Somewhat Other Christians 8% 40% 37% Independents 11% 49% Northeast 8% 42% Not very High School/less 11% 48% Democrats 8% 45% 35% Military 11% 47% College Degree 8% 47% GenX 10% 52% Republicans 8% 46% $25K-$50K 10% 44% Men 8% 49% West 9% 43% Women 9% 43%

30 Only 17% were aware of the affiliation between CCUSA and local agencies

• As it turns out, awareness was very low to the question: Were you aware of the affiliation between local agencies and Catholic Charities USA? – Definitely aware—17% (Only 28% of Catholics were aware) – Sounds familiar—32% – No—51% • Upon being informed, only 25% said that it affected their perception, and these respondents mentioned that it affected them positively. – Hold the organization in better regard or more favorably—23% – Helps people regardless of religion more than they realized—15% – They have wider reach and do more than they thought—10% – Better able to help the needy—9% • Findings suggest that local affiliates could benefit from visible association with the national organization.

31 III. Opinions of and Attitudes about Catholic Charities

32 Of those aware, Catholic Charities is viewed positively—more by some than others

Most frequent What is your opinion of Most frequent reasons reasons for positive Catholic Charities? for negative opinions: opinions: 52% 1.Not enough money to 1.Catholic Charities cause. helps people in 38% 90% need. Positive 2.Selective on who they help. 2.Were born or raised Catholic. 8% 3.Disagree with 2% religious or political 3.“Heard” they beliefs. were good. Very Positive Somewhat Somewhat Very Positive Negative Negative

Most Positive: Lean Positive: Lean Negative: Least Positive: • African • Baby Boomers • Millennials • Non-Religiously Americans • GenX • Better Affiliated • Catholics • Lesser educated • Adults without • Hispanics educated children • Military • Liberal Democrats • Parents

33 Religious, Helping the Poor, and Compassionate: words most associated with Catholic Charities

Strong Association With Catholic Charities

6% 8% 9% 11% 23% 29% 37% 36% 40% 32%

65% 55% 55% 49% 45%

Religious Helping the poor Compassionate Community-based Pope Francis Completely Somewhat Not much/Not at all

34 Room for improvement on some measures

Less Strong Association With Catholic Charities

15% 14% 15% 18% 16%

49%

41% 43% 42% 41% 45%

35%

44% 43% 43% 41% 39% 16%

Trustworthy Reduce Creating Hope National in Donations Political Poverty scope directly to advocacy needy Completely Somewhat Not much/Not at all

35 Barriers to Engagement

Most Cited: Secondary: Least Cited: • Concern money • Catholic Church • The organization is won’t get to those affiliation. too large. in need. Has little impact. • • Cause is not relevant • Position against • Too liberal on to me. same sex marriage. economic and labor issues. • The mission of • Too conservative on Catholic Charities. social issues. • Support of immigration reform. • Too focused on • Pro-life stance. • Religious affiliation. poverty.

Most cited obstacles were from Democrats, Non-Religiously Affiliated, Millennials and Hispanics.

36 Reasons given for not donating

Which of the following are reasons you have not donated? Differences by segment:

Support other organizations 29% • Catholics: lack of money or resources or intended to but Lack resources 29% have not done so yet.

Support other causes 26% • Non-Religiously Affiliated: preference for other Don't know enough 26% organizations or causes or didn’t know about the Not been asked 23% organization.

Donated to my church 20% • Hispanics: lack of resources to make financial gift. Its religious affiiation 17% • African Americans: have I will, but not done so yet 11% intended to but not done so yet or have not been asked. Their mission 9%

Lack of time 4%

37 Reasons to Engage with Catholic Charities

Some Americans want assurances that Catholic Charities helps ALL people

Does each fact make you more likely to donate to, volunteer, or advocate for Catholic Charities?

Helps those regardless of religious affiliation 46% 29% 25%

Assists people to move out of poverty 41% 36% 23%

Working to reduce poverty for more than 100 years 36% 36% 28%

Strengthens disaster preparedness/response/recovery 31% 40% 29%

Champions policy and legislation that helps the poor 30% 39% 31%

Catholic Charities is affiliated with Pope Francis 20% 24% 46%

Much more likely Somewhat more likely No impact

38 Courtesy Break

39 Agenda

1. The Charity Landscape 2. Awareness, Favorability, Engagement and Knowledge of Catholic Charities 3. Opinions and Attitudes about Catholic Charities

 Courtesy Break

4. Brief Regional Overview 5. Clusters of Engagement 6. Conclusions and Recommendations

40 IV. A Brief Regional Overview

41 Regional Highlights

WEST MIDWEST NORTHEAST Awareness = 91 Awareness=120 Awareness=132 Opinion= 96 Opinion=100 Opinion=94 Engagement = 91 Engagement=94 Engagement=105 − Donate=89 − Donate=87 − Donate=119 − Volunteer=103 − Volunteer=136 − Volunteer=65 − Advocate=111 − Advocate=101 − Advocate=23

SOUTH Awareness=78 − Donate=104 Opinion=108 − Volunteer=94 Engagement=107 − Advocate=149

42 IV. Distinct Clusters of Americans Engaging With Catholic Charities

43 There are three distinct clusters of Americans engaging with Catholic Charities

• Relationships that must be SUSTAINED: – Catholics (especially frequent Mass attenders) – Hispanics – Adults with children in the home – Military • EMBRACE audiences that show high opportunity: – African Americans – Millennials – Other Christians – The South • Groups that require SIGNIFICANT EFFORT: – Non-religiously affiliated – Adults without children

44 Sustain

45 Sustain relationships with your top audiences

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46 Sustain - Catholics

Catholics 72 million • Very highly aware and engaged with the most Avg 100 positive opinions about Catholic Charities among top groups.

175 • Perceived knowledge of the organization is high.

• Strong alignment with core issues related to Catholic Charities.

179 • Even more true among those who frequently attend Mass: − Heavily weighted by those over the age 35 129 − Engagement indexes over 200

● = Awareness ● = Engagement ● = Opinion 47 Sustain - Hispanics

Hispanics • Highly engaged: donate, volunteer, and advocate. 55 million • Donate more to smaller, poverty organizations than

Avg the large, national charities. 100 • More knowledgeable with very positive opinions about Catholic Charities.

93 • Strong connection with Pope Francis.

• Recognizes that Catholic Charities helps “all.” 142 • Care about hunger, and most strongly associate it with Catholic Charities.

118 • More likely to have children and live in military households.

● = Awareness ● = Engagement ● = Opinion 48 Sustain – Adults with Children

Adults with Children • More engage with religiously affiliated charities. 41 million • Volunteer more for charities in general. Avg 100 • Care about children in context of poverty.

• Donate at a high rate to Catholic Charities. 92 • More knowledgeable about the organization.

• Hunger is the #1 issue they care about, and they 125 strongly associate it with Catholic Charities.

• Agree that Catholic Charities helps all people regardless of religion. 124

● = Awareness ● = Engagement ● = Opinion 49 Sustain - Military

Military 2.3 million • Engage more – especially donate – with charities (in general). Avg 100 • Highly aware and engaged with Catholic Charities. 114 • Positive opinions of the organization.

112 • More think of Catholic Charities as trustworthy.

• Focus on veteran services could be an area for 113 investment to help sustain this group.

● = Awareness ● = Engagement ● = Opinion 50 Embrace

51 Embrace audiences that show high opportunity

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52 Embrace- African Americans

African Americans • Profoundly low awareness, but hold high opinions 48 million of Catholic Charities and engage at high levels through volunteering and advocating. Avg 100 • Identify poverty/the poor as a serious problem.

43 • Perceived knowledge of Catholic Charities is high.

• Tend to be more: 114 − Protestant and Christian − Lower income

163 − Living in the South − Democrats

● = Awareness ● = Engagement ● = Opinion 53 Embrace - Millennials

Millennials • Profoundly low awareness but engagement is high 83 million through volunteering.

Avg • They care as much about poverty and helping the poor 100 as any other group.

• On average, they are not very different from older 42 Americans in terms of their opinions about Catholic Charities and how often they attend religious services, but they are much more likely to cite these barriers to 109 engagement:  Church’s position on same sex marriage Church’s conservative stance on social issues, 101  including LGBT issues  Church’s pro-life stance

● = Awareness ● = Engagement ● = Opinion 54 Embrace - the South

The South • Low awareness, but higher than average opinion. 115 million • Engagement also slightly higher: more donate. • Slightly more knowledgeable. Avg 100 • Also view many other human service organizations positively.

78 • Give more to religiously affiliated charities (in general).

• Hunger is an extremely important issue. 107 • Care more about disaster preparedness as an issue and less about environmental issues than others in U.S.

115 • Identify poverty/the poor as a serious problem.

• Strong concern with money going to those in need.

● = Awareness ● = Engagement ● = Opinion 55 Embrace - Other Christians

Other • Low awareness and engagement. Christians 41 million • Slightly lower than average opinion of Catholic Charities. Avg 100 • Care about poverty and the poor.

• Tend to generally engage with charities…just not 73 Catholic Charities – why? − Less knowledgeable about Catholic Charities 56 − Lower association of poverty-related issues (hunger, homelessness, etc.) with Catholic Charities 95 • Investment with this group would be in educating them about Catholic Charities.

● = Awareness ● = Engagement ● = Opinion 56 Significant Effort Needed

57 Groups that require significant effort

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58 Significant effort – Non-religiously affiliated

Non-religiously • They have surprisingly high awareness. affiliated 72 million • Less knowledgeable.

Avg • The more they think they know about Catholic 100 Charities, the less they like the organization.  Below average positive opinions of Catholic Charities. 125 • Engagement is low and many barriers for engagement were cited. 63 • Disconnect with Catholic Charities is primarily an issue-related barrier. 76  They are less likely to view “poverty” or “the poor” as serious issues compared to others.

● = Awareness ● = Engagement ● = Opinion 59 Significant effort – Adults Without Children

Adults w/o children • Similar to the Non-Religiously Affiliated, awareness is 39 million high, but opinion is low.

Avg • Less knowledgeable about the organization. 100 • Below average positive opinions of Catholic Charities.

112 • Engagement is very low; Catholic Charities is currently not an organization they express affinity

96 towards.

• Like the Non-Religiously Affiliated, they too are less

70 likely to view “poverty” or “the poor” as serious issues compared to others.

● = Awareness ● = Engagement ● = Opinion 60 All Audiences

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61 V. Concluding Thoughts

62 Concluding Thoughts

• Americans are highly engaged with charities  specifically those committed to hunger and poverty  but competition for dollars from organizations large and small is fierce. You are playing amongst the largest, most credible, and well-branded organizations in the country.

• While Catholic Charities is not a household name, it is viewed favorably by those who know it. And it focuses on the critical issues people care most about and believe can be effectively addressed: hunger and poverty. • As with any organization, Catholic Charities has groups that strongly support them, groups that are neutral or sitting on the fence but represent opportunity, and groups that are likely to be difficult to sway. Resources should be allocated appropriately. • The knowledge gap — even among people who are aware of Catholic Charities — needs to be closed. Even people who have an affinity for the organization don’t really understand what it does, but their interests absolutely align and they are likely to be supportive.

63 CCUSA DISASTER CASE MANAGEMENT Next Steps

• Presentation deck and recording will be circulated to all attendees • Once the members only website is launched both will be available • CCUSA will be distributing reports to all agencies comparing data in their region to the rest of the US • Campos will be available for one-on-one consultation • CCUSA will be developing plans to operationalize the findings in our marketing and communications plans Questions and Follow up

Maureen Varnon SVP, Marketing and Communications [email protected] 703-236-6210

Patricia (Trish) Cole Senior Director, National Media and Engagement [email protected] 703-236-6218 CCUSA DISASTER CASE MANAGEMENT