Internal Practices to Ensure Member Satisfaction:

• University of CEFCU - equips staff with the tools to educate members on products and services and provide quality member service; helps employees reach their career goals
• Continuing Education for Staff - provides college or university education tuition reimbursement so that employees may further their careers in the Credit Union movement and improve self-worth
• Membership Penetration - measures membership participation to ensure all markets are served
• Ongoing Member Surveys - ensures products and services are meeting the needs and improving the financial well-being of CEFCU members (Closed Account Survey, New Member Survey, Home Equity Survey, Car Buyers Survey, Home Loan Survey, Member Research Survey, and CUNA Comprehensive Member Survey)
• Member Satisfaction Surveys - provides information on members' satisfaction with products, services, and staff
• Member Account Privacy - ensures CEFCU member account information is held in strict confidentiality and under no circumstance would be sold to third parties either by CEFCU or an associated vendor
• EQIP (Employee Quality Improvement Process) - allows staff to analyze, identify, and improve work-related problems through employee involvement

Section II: Member Education

CEFCU is committed to helping members become better, more informed consumers, while providing the education needed to embrace Credit Union uniqueness, philosophy, and values.

Current Programs that Support Member Education and Advocacy:

• FICRAC (Financial Institutions Community Reinvestment Act Council) - provides CEFCU-sponsored home buying workshops to the public; CEFCU staff serves in a leadership role on the Council
• Web Site - contains product and consumer buying information; provides links to auto price guides, financial calculators, etc.
• The Teller Quarterly Member Newsletter - contains articles on products and services as well as consumer education articles on topics such as ATM safety tips, used car buying pointers, and more
• Credit Union Days - informs potential members, through booths set up at Select Employee Group (SEG) locations, of the benefits of CEFCU membership
• SEG Information - informs SEG employees of the financial options CEFCU provides along with current loan and savings promotions
• School Speaking Engagements - enables CEFCU employees to speak at local Elementary Schools, High Schools, and Colleges to inform students on how to handle checking accounts, why savings accounts are important, and how to set up a budget; CEFCU also participates in local schools' Reality Fairs - these fairs give students a real-world look at budgets and their importance
• Marketing - promotes the Credit Union difference in advertising, marketing messages, and media; recognizes CEFCU's diverse membership in all communication
• Media - staff works with the local media to educate the community about the Credit Union difference and help members and nonmembers become better, more informed consumers
• University of CEFCU - equips staff with the tools to educate members on products and services and provide quality member service; helps employees reach their career goals
• Quarterly Employee Seminars - educates staff on topics ranging from "Balancing Career and Family" to "CEFCU's Business Plan" to maintain a well-educated workforce
• Annual Meeting - informs members and staff about CEFCU's goals, results, and accomplishments from the previous year

Section III: Involvement/Governance

CEFCU preserves Credit Union democratic principles, including demographic representation and volunteer participation, in Credit Union activities.

Current Programs that support Involvement/Governance:

• Annual Meeting - informs members and staff about CEFCU's goals, results, and accomplishments from the previous year
• Volunteer Board of Directors - ensures members' interests are well represented
• Board Elections - enables all eligible voting members to exercise the Credit Union ownership right to select CEFCU's Board of Directors
• Credit Union Education - educates staff and board on the uniqueness of Credit Unions and improves professional skills
• Credit Union Trade Organizations - provides CEFCU's staff with the opportunity to participate and take leadership roles in many trade organizations, including CUNA, CUNA Councils, NAFCU, Filene Institute, Illinois Credit Union League, Hough Chapter, and CEO Roundtable; participation furthers and strengthens the Credit Union mission
• Community Involvement - encourages employees to hold key positions in the community to maintain high CEFCU visibility and fulfill the role of a responsible corporate citizen
• Governmental Affairs Conference Participation in Washington DC and Springfield, Illinois - ensures legislators are informed regarding Credit Union issues
• Associate Board Members - allows volunteers to serve as associate board members on various committees before being elected to the Board of Directors by members; provides prospective board members a realistic view of board duties and responsibilities prior to assuming voting privileges
• Supervisory Committee - oversees the structure of CEFCU and takes an active role in Credit Union management; non-board members serve on this committee to ensure safety and soundness; provides "checks and balances"
• Membership Penetration - measures membership participation to ensure all markets are served
• Ongoing Member Surveys - ensures products and services are meeting the needs and improving the financial well-being of CEFCU members (Closed Account Survey, New Member Survey, Home Equity Survey, Car Buyers Survey, Home Loan Survey, Member Research Survey, and CUNA Comprehensive Member Survey)
• Member Satisfaction Surveys - provides information on members' satisfaction with products, services, and staff
• EQIP (Employee Quality Improvement Process) - allows staff to analyze, identify, and improve work-related problems through employee involvement
• Employee Satisfaction Surveys - provides employees with the opportunity to give their supervisor and the organization feedback on current job and workplace satisfaction
• Expulsion Meeting - allows all eligible voting members to expel members that have caused CEFCU a significant financial loss

Section IV: Diversity

CEFCU recognizes the value of diversity and strives to bring people of different backgrounds and experiences into Credit Union staff and board positions.

Current Programs that Promote Diversity:

• Geographically Diverse Member Center Locations - provides service to members located throughout the community
• Valley Park Member Center - serves members in a low-income area which was previously underserved by other financial institutions; Member Center opened in 1997
• Events and Trade Shows - participates in minority events and trade shows such as the Urban League Annual Dinner, Phoenix Business Awareness Organization, ECHO Trade Fair, and more
• Minority Media Advertisements - provides ongoing advertisements in the Traveler Weekly, an African-American newspaper, and periodic advertising on ethnic radio station WBGE
• Equal Opportunity Employer - fills vacancies by hiring qualified candidates without regard to race, sex, religion, or economic status
• Sensitive to Special Needs - CEFCU provides necessary equipment for members with disabilities, including a TTY device for hearing impaired members, Braille on ATMs and Fast Track Teller machines, and special service areas in Member Centers for the physically challenged
• Lactation Room for CEFCU's Working Mothers - addresses needs of nursing mothers
• Employee Diversity Training - ensures all members and staff are valued and respected
• Relationship Plan Exemption - provides exemption from CEFCU's Relationship Plan for members age 24 and younger, members age 62 and older, and members with a limited income
• Board of Directors Nominating Committee - recommends CEFCU members from various businesses and backgrounds to run for board election
• Leadership position on FICRAC (Financial Institutions Community Reinvestment Act Council) - participates in this consumer education group which addresses community housing needs
• CEFCU-Sponsored Vehicle Sale - offers members special vehicle rates on new and used vehicles; puts vehicle ownership within the reach of many
• Bill Consolidation Loans - provides convenient payments and low rates to assist with bill consolidation; provides a cost-effective solution to the debt burdens affecting low-income households

Section V: Commitment to the Credit Union Movement and other Cooperative Activities

CEFCU strengthens the unique Credit Union movement by providing financial and in-kind resources to others within the Credit Union community, and by actively advocating the Credit Union difference at all levels of government and in other appropriate public forums. In addition, CEFCU participates in local, state, and national cooperative activities as appropriate and strives to build and strengthen relationships with other sectors of the national cooperative movement.

Current Activities that Support the Credit Union Movement:

• Political Activity - enables CEFCU's senior staff to attend events and fundraisers to meet and educate local politicians regarding the Credit Union difference, as well as why Credit Union membership should be available to everyone (Legislative Reception, Washington GAC, Washington Fly-In)
• Mentoring - provides teaching, assists with training, and conducts planning sessions for other Credit Unions and Credit Union organizations (Hough Chapter H. R. 1151 Communications Training, ICUL Chapter Leadership, etc.)
• Continuing Education for Staff - provides college or university education tuition reimbursement so that employees may further their careers in the Credit Union movement and improve self-worth
• Internships - hosts visiting Credit Unions from other states and countries and provides many internships for high school and college students so that they may learn about Credit Unions
• World Council of Credit Unions - participates in a mentoring program organized through the World Council of Credit Unions which promotes the free-exchange of ideas between Credit Unions (Central Credit Union of the Ukraine and the National Credit Union Federation of Korea)
• Credit Union Trade Organizations - provides CEFCU's staff with the opportunity to participate and take leadership roles in many trade organizations, including CUNA, CUNA Councils, NAFCU, Filene Institute, Illinois Credit Union League, Hough Chapter, and CEO Roundtable

Section VI: Public Service/Corporate Citizenship

CEFCU is an active partner in the community to enhance both the economic and social well being of members and potential members. Each year, the Credit Union financially supports many organizations benefitting communities in which CEFCU members live and work.

Current Public Service Activities:

• CEFCU raises funds for the Children's Miracle Network (CMN) to benefit the Children's Hospital of Illinois. Besides volunteering each year to answer pledge phones for the June CMN Broadcast, employees take part in several company-sponsored fundraising events (poinsettia sale, casual days, and cookbook sale). CEFCU sponsors a Holiday Greeting Card fundraiser which provides nearly $30,000 in annual support. The cards are designed by area students and underwritten by CEFCU so all proceeds benefit the Children's Hospital of Illinois. CEFCU also sponsors two events with Cleveland Indian baseball player, Jim Thome, which raised nearly $105,000 for the Children's Hospital over the past year.
• CEFCU sponsors the annual Partners in Peace Luncheon for the Center for Prevention of Abuse, which has raised thousands of dollars to benefit victims of domestic violence. Speakers like Mike Singletary, Rebecca Lobo, and Michael Jordan's mother, Deloris Jordan, have increased public awareness of the event and related issues.
• CEFCU sponsors the WTVP Channel 47 Auction to benefit public television. Each year, over 20 employees answer auction bid phones.
• CEFCU serves as a pacesetter company and provides employee support for the annual United Way Campaign. Senior managers serve in leadership roles and full-time staff serve as Campaign Ambassadors. CEFCU continually receives the United Way Gold award in recognition of outstanding employee participation.
• Since 1992, CEFCU has supported the Peoria Area Chamber of Commerce's Adopt-A-School program. CEFCU's school partner is Woodruff High School. CEFCU received the 2000 Exemplary Partnership Award from the Illinois State Board of Education and the Illinois Business Education Coalition for its continued support of Woodruff High School.
• CEFCU participates in local fairs, including the Canton Friendship Festival, Decatur Celebration, Logan County Fair, Kids Nowadays Festival, Mature Lifestyle Expo, Morton Pumpkin Festival, Pekin Marigold Festival, Washington Cherry Festival, the Peoria Balloon Fest, and more.
• CEFCU officers and managers serve on various non-profit organizational boards and committees including: Children's Hospital of Illinois, Counseling and Family Services, Center for Prevention of Abuse, United Way, Hult Health Education Center, Illinois Central College Foundation and Board of Trustees, Peoria Area Chamber of Commerce, East Peoria Chamber of Commerce, YMCA, Parc, the Peoria Industrial Council Youth Program, and more.
• CEFCU participates in the Business Academy, which is a partnership with businesses and the local high school district to help prepare students for the business world.
• CEFCU sponsors the riverfront stage, CEFCU Center Stage, where the Peoria Park District provides both free and low-cost family entertainment.
• In 1999, CEFCU donated over 100 retired computers to non-profit agencies and schools, including Blaine-Sumner Middle School, Goodwill Industries, Senior World, YWCA of Canton, Youth Farm, and many others.
• CEFCU's staff participates in many mentoring programs, providing youth and adults in low-income neighborhoods with an understanding of the importance of financial responsibility. Assistance with school subjects such as mathematics and reading is also provided.
• CEFCU participates in the Junior Achievement program, with staff teaching life skills to students in grades kindergarten through twelve.
• CEFCU is a generous corporate donor and sponsor, giving over $350,000 in 1999 to various non-profit agencies, community groups, schools, team sponsorships, event sponsorships, and more.

CEFCU Supports Educational Organizations

• Blaine-Sumner "Bank at School" program
• Bradley University - $1 Million Endowed Member Appreciation Scholarships
• Hult Health Education Center
• Illinois Central College Foundation
• Junior Achievement
• Peoria Chamber of Commerce Adopt-A-School Program
• Rivertech "Byte Masters" computer recycling program
• YMCA Black Achievers

CEFCU Supports Capital Campaigns

CEFCU Supports Human Health and Welfare Organizations