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the return on investment is I don't even know if I can quantify it totally because we're in a business that it can be risky there's risk in many things that we do and if we're not helping ourselves and trying to control some of that risk by providing the guard rails for our employees shame on us hey it's Dave from system Hub and from time to time I love to check in with some of our clients and get a little bit of an update on how they're traveling as they systemize their business and we've got a great client who's been with us for for quite some time uh the Humane Society particularly the Pikes Peak region and uh they've been system Hub users and I've got uh Julie and Alex here perhaps just to start Julie if you could maybe introduce yourself tell us a little bit about um the work that you guys do and and your particular role sure I'm Julie Justman I'm the vice president of operations for the Humane Society of the Pikes PE region uh we are a private nonprofit in the United States in Colorado and we serve the Front Range of Colorado so multiple communities we have multiple facilities and currently we have around 255 employees and we provide animal Sheltering and animal control law enforcement services to cities and counties uh in mult multiple Regions near us so we are on the law enforcement side but we're also on the Humane uh Animal Care side um receive animals from our public that need help with animals we also have Veterinary uh services that we provide not only to our shelter animals but also for the public so we have a lot of a lot of moving parts and pieces to our to our organization as well as different locations yeah perfect and Alex can you tell us a little bit about yourself and the position you feel hello yes I'm Alex I am uh relatively new to the Humane Society of the Pikes speak region but um my background in uh adult learning and and Leadership is is vast uh former High School teacher actually uh but what I am truly doing right now is the professional development program manager in offering our staff uh opportunities to continue to develop themselves in growth patterns across our our Organization no matter what that continuum looks like so to support all of the operations trainings as well as all of the uh foundational trainings that hspp offers perfect H and Julie I'm wondering I know uh you've been a system Hub user for some time um I'm curious if you've always seen yourself as a systems and process person or if there was something that kind of made you realize oh we have to get something in in place like obviously being a larger organization I'm imagining process was already intertwined with a lot of the work that you do yeah it was um we already had standard operating procedures um but they were pretty uh they were pretty spread out we didn't have a centralized way of of storing them uh um really good way for updating them and dispersing them when they were either created or updated so we were looking for um a much better way to do that than just SharePoint or files on um you know in Word documents and things like that so that's I would say I've probably been process oriented because of um before in this becoming in this position I worked for 20 years on the animal law enforcement side so you have you have a lot of rules around that and a lot of processes that have to be followed for legal reasons so I guess in my career I've I've had to be focused on on having processes very uh very clear very tight and able to be distributed um in a in an easy manner to your team how did you come across system Hub was it a referral or a Google search or it's been so long now you might not remember it was a I had been searching uh on the internet uh for quite a long time for a product that was userfriendly but also one that we could afford we're a nonprofit so we don't have a huge budget especially we had no budget for this type of software platform so we were needing something that was affordable and something that we felt like the uh the employees would could easily learn and hopefully easily adopt and start using and at the start um like if you've had some processes around so I think some team members would have already been exposed with it but I'm wondering if there were any sort of challenges up front um I know as you introduce change and trying to get team to follow process um sometimes there can be friction I'd love to know if yeah if there are any initial hurdles or challenges as you you're trying to get the team on board with this this idea of a processed approach well I think many of them had already been exposed to the need for processes uh however you know getting them to adopt a new software platform changes changes difficult for people so so we actually instituted a committee to work on transitioning what we already had into system Hub but another piece of that that we wanted to make sure that we were doing uh in the process was updating and getting our processes really clean and tight uh making sure that they were written written well and that they were consistent across locations so there was there was another complicating factor to it wasn't as if we could just upload that I suppose we could have just uploaded them to system Hub but we wanted to clean clean them first and get them really tight and so it's been it's been a process because that work is also very hard on top of getting somebody to um adopt a new software platform uh going through with you know just a fine tooth comb on these processes is is is hard work and then trying to get it to continue through uh through the year which it's you know we have busy Seasons our our workflow es and flows and goes up and down and and uh to have it it's it's hard to stay consistent and get consistent progress and we're still in the process of of getting all of this done we're still not finished so it's it's been it's it's been a journey for sure I know particularly with larger organizations and and you guys like you you span across across quite a few regions and got great numbers of team members um there's always the challenge is you're kind of operating at that level that systems can introduce red tape and extra bureaucracy and that can create some resistance for team members is there is that something that you're either mindful of or thinking about to try and find the right balance between well what is enough process to get the result that we want without also going too crazy the other way and then making it so over systemized that you know team members are constricted in doing great work right I I think it is a balance to make sure that they have the framework to uh do the job that we're asking them to do and that the process actually supports what they're doing while at the same time making sure that they have uh they have some autonomy when it comes to um certain areas of the particular process um they're empowered to make make decisions that they feel are best for the either the animal or the person person the customer that they're helping um it it is it is a hard balance to strike and you have you have varying levels of of need in process in our organization because we do so we have different scopes of work I mean the law enforcement side is probably going to be the most restrictive on the process side and then our our customer service side is going to probably have more um you know those those people are going to have more autonomy because we're trying to make sure that we're we're we're serving our customers well and you know getting to yes so to speak and sometimes that is not something that you can script out in an sop yeah that makes sense I'm curious Alex how uh you build this into some of the training obviously you do a lot of the professional development with the team um how have you introduced process into um either the recruitment the onboarding and just the professional development of the team like have you got any particular strategies or things that you've done yes I I I actually think my favorite place that we have some of our professional development um I guess activities or places of information is we've integrated our library into system Hub and so we actually have a library here based on professional development which uh kind of concludes the onboarding process of now we want you to continue to have opportunities to grow and uh and so I facilitate a library across several campuses but we actually house that library of check-ins and checkouts and how those align with our um current credits and and courses that we that we have um through system Hub and so it's actually a a check-in checkout process that we can do by highlighting buttons red and green uh in in the system Hub plat in the system Hub platform and that really helps me keep track of uh you know when folks come in and they're interested on YZ and then uh we're able to keep kind of metrics on that as well and so that's the followup to a lot of our our onboarding process but in and of onboarding that is a central hub for our Sops for our trainings for our Pathways after we get to initially meet with our new hires this is really kind of our our vein line of now because we have a bread of of departments and a bread of knowledge across those departments where do you specifically fall and what is most critical for your development as you enter XYZ pathway through our through our organization and so um getting to blend that professional development while you know housing all of our library materials all of our continuing education credit materials in system Hub uh we're also able to provide those trainings and those Sops for departmental uh kind of specific uh trainings that you need in early on in that onboarding process is there uh it sounds like you've got a well defined onboarding process and different team members are probably going to have different tracks uh is there anything like I think just going through that is going to show someone ah this is a process-driven organization because they'll feel it from day one they'll experience it they'll get exposed to Sops and and that's part of the exposure is there anything else I'm curious that you've built into the onboarding that references specifically hey we're a systems driven organization here and we have process or have you managed to drop that in any other places in that Recruitment and onboarding process um I I'll take this one out I was gonna say Julie yeah yeah thank you so we around the same time that we were uh on boarding system Hub we had decided as an organization we wanted to make sure that employees knew that um professional development was very important to us so that that's why we have the the second tab in system Hub to have that whole L resource library for them to uh to access but at the same time we we implemented a policy that there's requirements there's CE requirements depending on the level of staff member you are you have a certain number of hours that are required annually uh that you will complete of course their initial training counts towards that uh minimum uh any you know shadowing any there it's very broad uh we allow books webinars uh online courses in-person training all of that can count and system how allows us not only to house this the Sops on the one tab but on the other tab they can access all of there's a whole lot of information in there that they can choose from pick and choose from to meet their CE requirements so I would say that that was one way that and when we are onboarding new team members that's made very clear that that's an expectation actually the the uh procedure for the CE requirements and the expectations is all housed on the side with the SOP so that's you know one area that I did not expect to use system hub for but it absolutely has turned out to be extremely valuable in that way the I think having that front and scent obviously is part of the onboarding and a lot of people use systems and processes when they first start a new role sometimes that challenge then becomes also once you're then into the day-to-day operations and you're following is there anything that you do to try and keep the systems and processes front and center like I don't know how tasks are assigned out or if you're using QR codes out in the field where people scan it to get to systems uh that are related to you know different processes or things that are going on in the organization or if team members have system Hub open we love to get an idea of how to team members access the system or think about the system at the time at which they would need it well we have we have an intranet uh SharePoint site it's not a true internet but um it's actually a tab um a button on our intrnet page so it's easy access for them to get to and our supervisors and managers are are pretty well versed in if somebody's asking a question and they know that that information can be easily found in an sop that the staff member already should be familiar with they Point them right back to system Hub to um to find that information for themselves rather than you know we want to make sure that they're very good at navigating that system so we continually Point them back to it yeah I love it um and Alex do you have any yeah tips or thoughts on uh things as you kind of move into this role um that you want to roll out like do you have any ideas or how you know big changes or things that you want to work on or initiatives around the systems and processes side of things or or even just the professional development of the team I will say that onboarding uh just about two months ago now uh was made extremely efficient through the system side of of system Hub and knowing that all of kind of my job duties and how to go about even just you know right logging into something that your predecessor has logged into uh that information was housed in a very accessible way through system Hub and so I'm very thankful for the onboarding process that I myself was able to go through um very seamless and and and very integrated into I would call it it's it's just a hub of information for us this is where we this is kind of our go-to for when and where we need to know how to do something um and then the better part is is in my opinion of course with development is the training part and going above and beyond you know what those systems have introduced uced you in your in your job role too so I'm partial to that however my onboarding experience was made extremely uh fluid and and uh again I came from a public education background into a nonprofit professional development background uh a lot of transferable skills but to be able to onboard uh and feel confident and competent was extremely uh in line with that psychological well-being need that I had and that was made possible through system Hub so I'm very thankful for that um some things that you know always have questions and I always want to continue to build on on on the platform that we have now um you know something as simple as you know the last updated Tab and then really getting getting your staff to understand when that last update really shows and and how to keep uh systems up to dat and and you know within the past year I think is just a a training course and and of ourselves that we need to focus on a little bit more to to bolster our end is anual ual annual I guess kind of revamps or even just annual check-ins on our systems because that last updated displays very nicely um but when's the last time that you've actually checked in on that matter when's the last time that you actually updated that that system or trainings or that sop so um as I just digest this wealth of information I I see some things come along like um you know specifically like man we need to update these more often maybe we need some reminders on this how do we schedule a calendar for reminders on this because when you look at our organization excuse me our organization we have a a very vast uh amount of departments and then along with that come their own like Julie had mentioned with you know animal law enforcement just itself um that's a a very um I don't even know the right word for it that is a that is a whole depth of knowledge that I have yet to to divulge into but um when we look at all of these different departments that we have and really making sure that managers are comfortable and confident knowing when they need to update their their Sops when they need to uh send employees to certain Sops trinings or when they need to move above and beyond uh is something that I would really like to focus on is that that tracking and updating piece I think for our organization is what um a lot of our departments are really just looking for maybe a little bit more support in because the the the things are there right it shows you when you've updated it shows you those those kind of things but when you are in a uh organization that is constantly just uh for the people working for the mission and and sometimes putting some things on the back burner I I want those things to to maybe be a little bit more accessible to the front burner when we have time I guess is is kind of what I'm going with with there what it kind of speaks to something Julie mentioned earlier which is kind of you get on the path and it's a journey and you don't really come to an end you're always kind of working on it I think this building a systems culture is that constant and NeverEnding Improvement um as as you kind of on that Journey Julie have have you started to see any changes in the organization like it's a lot of a a push at the start and you guys already had some systems and processes in place and for a lot of small businesses when they're first introducing it there's this hump you have to get over it's meeting all that resistance up front and the team members who push back and don't want to change and hey why have we had to document our process and then you kind of get over the hump uh and it starts to become a bit of hey this is how we do things here and I'm curious to know if yeah if if you've seen any changes in the organization as you've really dialed in the process you know I think I have in the aspect of there we no longer have to wonder I wonder where that file is or where that sop is it's you know it it it it's in system Hub now it may not be have been updated dated recently but uh at least it's in one spot so you know managers and supervisors uh definitely can point their team members to one place rather than nobody knows where something is or what you know what SharePoint drive is it sitting on things like that so that's been a culture change I think one thing that has um helped the adoption of system Hub is and I I think you know most employers have been struggling with this throughout the United States is turnover right and I think it's easier when somebody has been introduced to it from from the day one rather than when you're trying to have um some of your senior employees who've been with you many years change change how they're seeing them so because we've had a high amount of turnover in the last couple of years like many other businesses um I think that that has been it's been helpful in that way of of getting people to understand that this this is what we use and them adopting it is easier I feel but I mean that's we wish we didn't have such high turnover but uh but we you know this is where we're at um I think that that's been a change uh that has been helpful in adoption for system Hub one thing that I find particularly around just as you deploy systems in business and once you start to see some good results from it especially like you said if you've got a brand new team member and that's all they've ever known and this is how we do things here there's no resistance um from from team when that happens um I think as you start to put some of these things in place I'm wondering if you could imagine a world where you didn't have systems and process in place like now that you're involved in uh the Humane Society or really any business or any Endeavor that you ever approached is this now an automatic thing for you to go well system systems and processes are the way like I I find it very hard to unseen now like if I look into businesses that don't have process now I'm just like oh wow how you how can you not have processes and how can you not start it I'm just curious to know if that's a similar perspective that you have or because you've kind of seen now the other side as the business starts to adopt process yeah I can't imagine not having them you know I've been with this organization for 31 years and when I started we were you know a team of probably 60 people and not many processes um and I think that without processes it's very difficult to support especially a growing team properly because if they don't have a resource if their supervisor is not right there and they have no other way to reference what to do when they are um either confused or they're not sure or they're questioning or have no idea um it makes it very difficult for them to do a good job or feel comfortable uh that they know where to get the information um and I think that anytime you have an employee that that doesn't feel competent or at least doesn't know where to get the information that they might need that's in not in many cases an employee that's probably not going to stay I mean no human being wants to you know continually feel lost in the job that they're doing um or unsupported or they have no idea they're just uh flying by the seat of their pants every day and um while we can't you know set up processes that control Behavior or it's it's hard to guide human behavior what we can do is make sure that we are supporting our team members um in how to do the tasks and um I think that that's really important for them to feel feel that they they know where to get the information and they feel supported by the organization they're not lost the it's interesting because you mentioned earlier being a not for profit and that obviously limited resources one of the biggest resistances that sometimes small businesses have is just the cost and the time and the effort that has to go into the develop M of systems and processes I'd love to know how you think about that because you obviously you've got limited resources and sometimes developing of process feels like an investment in time and money um and yeah be interested to know your thoughts on that well I think that you the return on investment is I don't even know if I can quantify it totally because you know we we're in a business that it can can be risky um there's a a risk in many things that we do and if we're not um helping ourselves and trying to control some of that risk by providing the you know the guard rails for our employees you know we're you know shame on us we uh if there's mistakes made it can sometimes mean either an animal's life and sometimes a human can be in Jeopardy too so I think that when you look at the potential of of somebody becoming injured or there being uh you know maybe a task done improperly that results in uh you know an animal losing its life and it shouldn't have you know we The Fallout from that is much greater than the investment that we're making on the front end to try and make sure that those things don't happen not that they do but you know it's certainly a a concern and that's why we do put the time into the uh processes so that we are able to serve our customers and the Animals U both the customers are human and animal so serving both of them the best way possible and our customers are also our employees and our volunteers and I feel like we wouldn't be serving any of them well if we had no uh no framework to work within or not giving them a framework so yeah I love that some some really good insight for business owners and I mean you've got that life or death situation potentially for the animal for other business owners as well like um while they might not have a life and death situation there is a tremendous cost to errors and fixing things and losing staff and having to just manage team members more I I get what you mean as far as like it's actually quite hard to quantify because systems touch all aspects of the business it's just about capturing best practice this is the way that we do things here and then making that knowledgeable transferable and the cumulative effect of that as well like there's a compound interest on that where maybe the first few systems and processes you don't really notice but the little bit of time the little bit of saving of waste the little bit of the reduction of the error compounded across hundreds of systems and that only gets magnify the more team members you add into the mix like the amount that is saved by that investment and it's like any good investment you you really want to start early and do it consistently over a period of time and then it further down the line that's when you really reap the rewards and you go wow I didn't realize making that small investment back there over a consistent period of time the impact it will will have and that that sometimes is hard for business owners to see because they're you know often faced with the Urgent and the important that's right in front of them and it's the customer on the other end of the phone who needs something or the Urgent thing and that grabs their attention whereas systems and processes is often um they're always important but sometimes they don't feel urgent so I think hearing stories like this help help to identify there is a level of urgency in this and while you might not feel it right now um that opportunity cost and those costs you know will be be felt further down the line yeah I I think that it's sometimes you get trapped in this Perpetual reactive State um as an organization um and as a business I'm sure where you're just you feel like a pingpong ball and you're just reacting to the fire of the day or the you know mult multiple fires in a day and it's hard to sometimes pull yourself up out of that and be more strategic about being proactive and and having these systems in place that employees can rely on so they don't have to rely quite so much on you know bombarding their supervisor or manager with questions they know where they can get the information and the accurate information um about what many of their questions are about it is hard to get there it's uh it can feel very uous and uh I don't I don't know that anybody would ever say that you know technical writing around processes is is a party so it but it it does pay dividends for sure uh yeah it's hard it would hard be hard to say how how it's it's uh improved our business all together um I think that employees just you know the employees are our biggest resource right and the better that we can support them the better that they're going to do their job so yeah perfect I think yeah we've got some really tremendous insights from our chat today I think it's going to be great to be able to check in with you guys as you continue on this journey as we said this isn't something that never ends you adopt a systems culture and that's the way that we do things now and will continue to see the dividends that that pays in the work that you do and the lives of the animals that you protect which is ultimately what it's all about we're just looking at how can we be more efficient and do a better job at what your company's mission is um I know we're going to have a a separate call with Alex and your systems Champion where we can dive in a little bit more and and find out more about that day-to-day how do we capture some of that IP and extract it and how do we serve that up to team members but yeah I just want to say a huge thank you to you Julie for making some time I know you're um an extremely busy person you're managing a lot of team and I love the work that you do and I'm glad that you know the small bit that we can play I I feel yeah honored that we can help to support that work so thank you you're welcome not a problem happy to [Music] help