Preparation meets necessity with humor and heart

RiskSOURCE Clark-Theders saw the challenges the pandemic presented and chose to invest in its workforce from the beginning. In fact, those preparations started years ago for the West Chester-based insurance agency.

Since Hurricane Ike in 2008, RiskSOURCE Clark-Theders established infrastructure that enabled its team to work from home. Most workers were already working from home one day a week before the pandemic.

The company had technology and equipment already in place and tested it a week before Ohio Gov. Mike DeWine’s stay-at-home order. It gave workers extra supplies, including chairs and monitors to make the work-from-home experience more comfortable. Thus, the transition to a remote workforce was a smooth process.

RiskSource also created a rotating schedule that followed federal and state protocols for employees to work in the office and at home. “The result of everyone’s efforts is high productivity, and we are now on track, and in some cases ahead of all of our metrics,” said Amanda Shults, the company’s president.

RiskSOURCE made it a priority from the beginning of the pandemic to keep its team engaged and connected while staying safe. It accomplished this with several initiatives.

The compay continued weekly staff meetings with Microsoft Teams. To keep the meetings engaging for workers, it had fun themes such as “crazy hat day.” The company sent surveys to workers to provide anonymous feedback about how they were coping and how management could help. It allowed workers to have group games such as virtual trivia, bingo, and word searches. Prizes were awarded.

The company also delivered care pack packages with motivational messages and gift cards. It hosted socially-distanced lunches in its parking lot. CEO Jonathan Theders created a meme series called “Missing My Teammate” where he highlighted a quirky trait of a worker and impersonated them through a fun meme that was shared with team and on social media.

The company distributed 50 percent of its 2020 bonuses in June as a way to provide financial help and show appreciation for workers’ efforts and adaptability.

“I’m a big believer that, especially in a service business where you serve people, if you have happy employees, they’re going to serve your customers happily,” CEO Jonathan Theders said.

Its workers were not RiskSOURCE’s only focus. The company also helped its clients and the community.

For clients, it created a COVID-19 response page on its website with information about telecommuting policies and cyber risks associated with working remotely. For the community, its RiskSOURCE Cares teams made a contribution to the West Chester/Liberty Community Health Fund where money is used for COVID-19 response grants. Theders conducted a webinar on how businesses can maintain cyber security.

“RiskSOURCE has a mission that is driven by servant leadership,” Shults said. “Watching our business community rally together and readjust their focus to help one another was truly inspiring during this time.”

Featured image at top: The RiskSOURCE Clark-Theders leadership team, from left: Rick Theders, founder, Amanda Shults, president, and Jonathan Theders, second generation owner and current CEO.

RiskSOURCE is a Goering Center core member and corporate partner, and the Goering Center is sharing this content as part of its Business Courier supplement for the 2020 Family & Private Business Awards. View more of the digital supplement here.