[nagdu] Michael's letter and GDB issues..
rhonda cruz
rhondaprincess at gmail.com
Sat Jun 8 04:14:13 UTC 2013
hi i got my dog from another school.
i live close to the campus of GDB.
and i will not get any dogs from there.
i didn't like how they treated me.
when i stayed there.
for a week.
class.
they don't care about there dogs,
they only care about there money.
On Jun 7, 2013, at 8:10 AM, Daniel wrote:
> Hi,
> Can I get a link to that petition as well. It must have been posted while I
> was not getting messages. As a graduate of GDB, and a recent one to boot, I
> would be very interested in reading and signing off on this. It is already a
> sensitive issue with what has recently happened with the restructuring of
> the field manager positions. Thanks.
>
> Daniel and Cass
> Lakewood, Colorado
>
> Happiness is a dog handshake.
>
>
>
> -----Original Message-----
> From: nagdu [mailto:nagdu-bounces at nfbnet.org] On Behalf Of Marsha Drenth
> Sent: Friday, June 07, 2013 7:16 AM
> To: NAGDU Mailing List,the National Association of Guide Dog Users
> Subject: [nagdu] Michael's letter and GDB issues..
>
> Hi Michael,
> Can you please send me the letter and link to the GDB petition again. I
> accidentially deleted it. Send to marsha.drenth at gmail.com
>
> Thank you,
>
> Marsha drenth
> Sent with my IPhone
>
> On Jun 6, 2013, at 8:38 PM, "Michael Hingson" <Mike at michaelhingson.com>
> wrote:
>
>> Hi,
>>
>> Actually, GDB only attended the conventions in a real substantive way for
> a
>> few years. Mostly it went as part of a larger group.
>>
>> No, just the fact that the school isn't attending in any significant way
>> isn't in of itself an issue. As I said in my letter, however, our
>> convention consists of the largest gathering of blind people in the
> country.
>> Why would any organization like GDB not want to be there?
>>
>> The reasons for the problems discussed in my and hundreds of other letters
>> involve degradations in training, poor treatment of blind staff, a
> reduction
>> in blind staff, no new initiative to hire blind staff and put them
>> throughout the campus, falsehoods told and promulgated by the GDB
>> leadership, and the list goes on.
>>
>> Go read the petition comments at the link I gave in my letter. See how
> many
>> blind people, puppy raisers, and even a former board member feel. The
>> reactions expressed are incredible and all negative. There is too much
> here
>> to ignore.
>>
>>
>> Best,
>>
>>
>> Michael Hingson
>>
>> -----Original Message-----
>> From: nagdu [mailto:nagdu-bounces at nfbnet.org] On Behalf Of d m gina
>> Sent: Thursday, June 06, 2013 03:37 PM
>> To: nagdu at nfbnet.org
>> Subject: Re: [nagdu] FW: letter to the board of directors of Guide Dogs
> for
>> the Blind
>>
>> Mike I thought you did a swell letter to the school, where I understand
> that
>> Pilot dogs doesn't go to national convention either.
>> Is it because this is new for guide dogs to take the approach to not go
> that
>> disturbs the members of the set school?
>> Just some thoughts.
>> Original message:
>>> All,
>>
>>> The following is a letter I just sent to the board of directors of Guide
>>> Dogs for the Blind, Inc. Although it may appear that the content of this
>>> letter is guide dog specific I believe you all should be aware of this
>> issue
>>> as it reflects on how agencies which should do better are in fact
> treating
>>> blind people and their own staffs.
>>
>>> There are now significant problems within the Guide Dogs for the Blind
>>> organization which stem from bad leadership by a relatively new CEO. The
>>> problems in part are due to a poor attitude about blindness and partly
>> they
>>> stem from his lack of competence in managing well a nonprofit
>> organization,
>>> at least as far as I am concerned. Actually, hundreds of consumers have
>>> already sent letters concerning this issue to the board and many others
>> have
>>> signed a petition concerning this. The petition is located at
>>
> http://petitions.moveon.org/sign/tell-the-board-its-time?source=c.em.mt&r_by
>>> =7790633.
>>
>>> I am widely disseminating my letter because many of you may be asked
>> about
>>> this issue, especially around the convention. Also, as many of you know
> I
>>> happen to be a quite visible guide dog user due to my experience on 9-11.
>>> The fact is that what is happening at GDB should not be permitted nor
>>> ignored. You may wish to sign the petition and I ask you to consider so
>>> doing.
>>
>>> There are issues I did not discuss within the letter in order to protect
>>> staff at all levels within the organization. However, suffice it to say
>>> that the amount of outrage and pushback by consumers and other
>> stakeholders
>>> toward the leadership of Guide Dogs for the Blind is unprecedented.
>>
>>> Again, I send this for your information. Should you feel it necessary to
>>> contact me please feel free to do so at info at michaelhingson.com. Thanks
>> for
>>> reading.
>>
>>
>>> Best,
>>
>>
>>> Michael Hingson
>>
>>> -----Original Message-----
>>> From: Michael Hingson [mailto:Mike at michaelhingson.com]
>>> Sent: Wednesday, June 05, 2013 08:47 PM
>>> To: bburke at guidedogs.com; gkerscher at guidedogs.com; sodell at guidedogs.com;
>>> ruthann.dodson24 at gmail.com; jboyd at guidedogs.com; mwatkins at guidedogs.com;
>>> sbutton at guidedogs.com; dgershen at guidedogs.com; jharris at guidedogs.com;
>>> amathieson at guidedogs.com; smansfield at guidedogs.com;
>> jackscott at guidedogs.com
>>> Cc: mike at michaelhingson.com
>>> Subject: letter to the board of directors of Guide Dogs for the Blind
>>
>>> Dear Members of The Board of Directors, Guide Dogs for the Blind,
>>
>>> For some time I have been monitoring the changes at our school and the
>>> stakeholders' reactions to them. I am writing to express my feelings.
>>> Before proceeding let me introduce myself to those of you I have not met.
>>> My name is Michael Hingson. I received my first guide dog from GDB in
>> June,
>>> 1964. For the past forty-nine years I have used guides only from GDB. I
>>> grew up with the school, its staff, and its advancements in guide dog and
>>> student training. While a college student I assisted Guide Dogs' staff
> in
>>> preparing testimony concerning pending legislation to change current
> guide
>>> dog laws in California.
>>
>>> I am a firm believer in the value a guide dog brings to blind persons who
>>> can effectively learn to use it, and I know firsthand the value and
>> strength
>>> of the human-animal bond. You see my fifth guide, Roselle, and I worked
>> in
>>> the World Trade Center and escaped from the attacks on 9-11, 2001.
>> Because
>>> of a story GDB put out concerning our escape Roselle and I became quite
>>> visible throughout the world.
>>
>>> After 9-11 I came to work at GDB where I stayed for six and a half years.
>>> During that time I worked to keep Guide Dogs for the Blind visible to
>> donors
>>> and prospective donors, possible students, and others. I successfully
>> raise
>>> hundreds of thousands of dollars for the school and I met with countless
>>> donors and spoke to tens of thousands of interested persons about the
>>> organization.
>>
>>> In June, 2008, after a change in the leadership at GDB I left the
>>> organization to continue a developing speaking career. I now travel the
>>> world talking about issues like strengthening the Human-Animal Bond. In
>>> 2011 Roselle's and my story was published in a book called "Thunder Dog,
>> the
>>> story of a blind man, his guide dog, and the triumph of trust" which
>> became
>>> an instant New York Times Bestseller and which has now been published in
>> 12
>>> languages. Today I continue to travel, consult, and speak worldwide.
>>
>>> I tell you all this to say that I understand change and know the
>> challenges
>>> change and new ideas bring to any organization. Specifically I have seen
>>> much change during my 49 years associated with Guide Dogs. I have seen
>> the
>>> school lead by several different CEOs each with their own leadership
> style
>>> and priorities. I also have seen the concern each time a new leader came
>>> along and took the school in a different direction. I never have found
> it
>>> necessary to speak out concerning a CEO until now. Below are my
> thoughts.
>>
>>> When Bob Phillips took the reins in 2001 he brought something new to the
>>> school when, for the first time, the CEO had a daughter who was a
> graduate
>>> of GDB. Bob's empathy permeated throughout his leadership as he worked
> to
>>> bring more of a marketing effort to the school. During his term Bob
>> helped
>>> the school grow to be the largest guide dog school in the United States.
>>> While some were concerned that he was bringing too much of a "business
>>> approach to the school", what he did was to improve the efficiency of the
>>> organization, and he helped enhance the reputation of GDB within the
> guide
>>> dog community, the service animal world. He supported actions which
>>> improved the reputation of Guide Dogs within the ranks of blindness
>> consumer
>>> organizations. I participated in efforts Bob promoted to integrate GDB
>> more
>>> into the local and Marin business community. In short, during 2001 to
>> 2007
>>> Guide Dogs for the Blind began to move out of a role as a large
> nonprofit,
>>> but relatively isolated from the world around it to a responsible
>> community
>>> family member which was growing in stature and standing within the world
>>> community.
>>
>>> After Bob Phillips left the organization a new CEO was hired. We need
> not
>>> go into her contributions except to say that for the most part Nancy
>>> Gardner's leadership proved destructive to many of the initiatives begun
>> by
>>> Bob Phillips and his predecessors.
>>
>>> When Paul Lopez began his term as CEO there was much optimism for
>> continued
>>> growth among many stakeholders. Some of us had concerns that he did not
>>> have a good grounding in a positive philosophy about blindness, but
>> everyone
>>> took a wait and see approach. Rather than growth Paul has demonstrated
>> that
>>> his approach is not well suited to a nonprofit philanthropic organization
>>> such as Guide Dogs for the Blind. I know you have heard from many
>>> concerning the issues stakeholders have with Paul's leadership and I do
>> not
>>> want to go over ground you already have encountered. However, I believe
>> my
>>> perspective is somewhat unique since I have a 49-year history as a
>> student,
>>> and a six and a half year back ground as a GDB mid level management and
>>> leadership staff member. Also, I have served in management positions
>> within
>>> various companies including serving as a company president, vice
>> president,
>>> and I have served as a senior level manager in more than one sales
>>> organization. I know first-hand good leadership as well as poor and
>>> disconnected leadership. Paul Lopez is not demonstrating good leadership
>>> for the benefit of Guide Dogs for the Blind. Let me illustrate.
>>
>>> 1. Consumer Relations. To date Paul Lopez has not made an
>> appearance
>>> at any of the blindness consumer organization National meetings, and it
> is
>>> my understanding that he has not even attended any of the California
>>> affiliate meetings. I know he has received such invitations in the past
>>> because I delivered one to him personally last year long before the time
>> of
>>> the National convention season. I also know he has received written
>>> invitations this year, but has not accepted them. The National
>> organization
>>> conventions are the best places for any new leader to learn about the
>> issues
>>> blind people find important. Also, they are the best platforms for any
>> new
>>> blindness related program director to market their organization and to
>>> promote discussion. The fact that Paul has not attended National
>>> conventions among blind people is noticed by blind people throughout the
>>> country and red flags have gone up especially since his lack of action is
>>> directly opposite to what Bob Phillips did to promote relations during
> the
>>> early 2000s. Given the lack of visibility by the school and its newest
>> CEO,
>>> and given the bad press within the consumer world I believe any positive
>>> momentum concerning consumer interest is gone. Furthermore I believe
> Paul
>>> Lopez's lack of visibility concerning consumer organizations is a bad
>>> reflection on his value of input and cooperation with blind people.
>>
>>> On another front I have heard from many students who have attended
> classes
>>> over the past year and a half that Paul will not spend time with them, or
>> at
>>> least he spends very little time with them, especially in the past few
>>> months. This is the exact time Paul should be selling his decisions and
>>> actions to his consumers, but he seems to be having none of that.
>>> 2. Budget. Earlier this year when the announcement of lay-offs took
>>> place we all heard that the decision to terminate eight employees was in
>>> part a budgetary one. The local newspapers also reported the layoffs and
>>> stated that the reason was related to a need to reduce or adjust the
>> budget.
>>> This makes little sense especially when the stock market and the GDB
>>> reserves are growing. Also, given that ten employees lost their jobs in
> a
>>> similar move during the Nancy Gardner administration it is hard to
>>> understand why an additional eight, mostly long time employees, were
>>> dismissed.
>>
>>> I like the concept of establishing the new call center which can help
>>> improve efficiency if handled properly. It seems to me that any time a
>> call
>>> goes unanswered for more than one business day any organization which
>>> permits this is remiss in its obligation toward the consumers it serves.
>> If
>>> students' did not get return calls before and if that has changed then
>> well
>>> and good. Creating the call center should help improve efficiency.
>>> However, laying off several long-term key staff people and choosing to
>>> terminate the head of graduate services given his standing in the
>> world-wide
>>> guide dog community and the vast amount of knowledge and respect from
>>> consumers he brings to GDB does not seem efficient or wise. The
> community
>>> at large does not buy the budget and efficiency arguments for laying off
>>> some of the people who were terminated earlier this year. I agree with
>>> them. It can never be good to lose people of the caliber of those
>> employees
>>> who were let go and expect any organization to continue to operate as
> well
>>> as it did before. Also, one aspect of decreasing the number of field
> reps
>>> while increasing the call return effectiveness is that you may find that
>>> more people actually need visits from a GDB rep. While Mr. Lopez has
>> chosen
>>> to believe it more efficient to send people from GDB you cannot yet know
>> if
>>> it might have been better to keep the people you lost, but work to keep
>> them
>>> busier with visits as well as better involving them in GDB's marketing
>>> effort. Also, given that some of the employees worked on campus might it
>>> have been better to reassign or split their duties rather than dismissing
>>> them outright? Please do not say it was for budgetary reasons as GDB was
>>> not and is not in peril of going under. The "business decision" to let
>> them
>>> go is a bad one by any basic business staffing morale standard.
>>
>>> Speaking of morale, I have not heard any positive comments about moving
>>> Barbara Browning away from the switchboard and removing the friendly face
>>> that greets visitors to the administration building. The approach taken
>>> with Barbara again shows a business orientation not suited or appropriate
>>> for a nonprofit like GDB.
>>
>>> 3. Trust. While blind people go to guide dog schools to obtain
>> guides
>>> and gain the additional mobility assets they feel come with using a guide
>>> dog, the trust of the senior staff of guide dog schools often is lacking.
>>> Senior staff have, for example, in the past changed school policies
>>> concerning dog ownership, reduced consumer representation on boards,
>> reduced
>>> the influence levels of or eliminated consumer advisory committees, and
>>> downright ignored issues and input by stakeholders. Many of us have seen
>>> new senior staff come with ideas of "making the organization run more
> like
>> a
>>> business" and "improving efficiency" while all they do is to alienate
>>> stakeholders and not grow the organization. The result is that students
>> go
>>> to schools because of positive experiences with the staff members who
> work
>>> directly with them and they ignore leadership which they view as
> something
>>> which doesn't concern them, or they go elsewhere or decide not to use a
>>> guide dog altogether. I have seen all three happen regularly.
>>
>>> The unfortunate reality is that "business oriented CEOs" do not
> understand
>>> the subtleties of running a nonprofit or philanthropic organization.
> Yes,
>>> nonprofits should operate more in line with business practices than most
>> do
>>> today. In fact, some of today's concepts regarding the "good" operation
>> of
>>> a nonprofit are the very things which keep it from growing as they go
>>> against what makes any organization grow in our changing world. However,
>>> while trying to bring good business practices into the nonprofit arena
> the
>>> "corporate way" as it exists today also tends to exclude some of the very
>>> attitudes, drives, and strengths which make good nonprofits great. The
>> most
>>> important of these is Trust. If a CEO arrives and changes some of the
>> very
>>> core foundations upon which an organization is built without obtaining
>>> support from stakeholders then he or she loses the faith of those
>>> individuals and probably staff as well. Nonprofits must have emotional
>>> buy-in and support in ways many corporations today seem not to have and
>> seem
>>> not to need in order to be successful. Corporations can buy loyalty
> while
>>> today's nonprofits cannot. Also, with an organization like GDB consumers
>>> have no permanent stake in the organization since they have many choices
>> of
>>> guide dog schools. So, if they become disenchanted or dissatisfied with
>> one
>>> school they do not suffer a financial hardship when deciding to attend
>>> another. Trust and emotional buy-in are all the building blocks a school
>>> like GDB has to make a consumer relationship work.
>>
>>> In the past five years 18 people have been laid off from GDB. Right or
>>> wrong no employee had ever been laid off before. Before 2008, budgets
>> were
>>> cut, some staff perks were cut, some positions and departments were
>>> realigned, and puppy raisers and breeder keepers were asked to shoulder
>> more
>>> financial obligations to care for their charges, but no employee was
>> simply
>>> eliminated in order to decrease staff size. When the first ten people
>> were
>>> separated there was grumbling and concern, but in general, stakeholders
>> felt
>>> that the programs would continue and thrive. However, with the latest
>> staff
>>> reductions, programs and staff directly connected to consumers were
>>> dramatically affected. Well loved, trusted, and effective staff members
>>> were removed. Personal access to trusted staff was eliminated.
> Consumers
>>> were asked to trust a decision maker who had not established any kind of
>>> bond with them as he made changes those very consumers considered part of
>>> the fabric that made GDB better than ANY OTHER SCHOOL.
>>
>>> Also, it didn't stop with the lay-offs. Two very senior staff members
>>> retired at a time many of us find suspicious at best. Terry Barrett and
>> Don
>>> Frisk worked at GDB long after they might have retired simply because
> they
>>> loved their jobs and because they wanted to continue to make
>> contributions.
>>> I tell you that you will have a very hard time convincing consumers that
>> the
>>> timing of these two retirements is a coincidence. In addition, at least
>> one
>>> other training supervisor has quit and left the guide dog field
>> completely.
>>> Right or wrong, again, many of us find this additional departure not to
> be
>>> coincidental.
>>
>>> If all the "changes" aren't enough Paul Lopez has further eroded consumer
>>> confidence in his leadership with what he has done concerning Guide Dogs
>> for
>>> the Blind's reputation and involvement in the international guide dog
>>> community by reducing the number of GDB certified assessors for the
>>> International Federation of Guide Dog Schools from four to one, all in
> the
>>> name of saving money. Previous administrations spent time and effort to
>>> move GDB into the 21st century including establishing relationships and
>>> connections which made our school one of the preeminent guide dog
>>> organizations in the world. Trainers came to consult with the GDB staff.
>>> GDB experts helped insure that other schools throughout the world were
>> held
>>> to high standards of excellence in all aspects of their operations. GDB
>>> could do this only because it is so large and staffed so well that it had
>>> the necessary expertise within its ranks. Even before the lay-offs three
>>> assessors working at GDB were told to withdraw from their IFGDS
>> commitments
>>> which also mean that fewer individuals will attend International
>> Federation
>>> meetings.
>>
>>> Guide Dogs for the Blind has lost the trust and confidence of much of its
>>> consumer base. I said earlier that due to my 9-11 experiences I am a
>> highly
>>> visible guide dog user. I am contacted daily by GDB users who tell me
>> they
>>> will not return to this organization for their next guide. I have been
>> told
>>> by people who are in a position to know that staff is demoralized in ways
>>> never experienced before. I have spoken with past members of the board
>> who
>>> tell me that they are angered and outraged at the way the organization is
>>> being run today. I am amazed that the board has not done anything
> visible
>>> to stem the tide of outrage and anger and that its only public position
> is
>>> that people simply do not know the internal issues and budgetary
>> challenges
>>> which led to the decisions we now discuss. When I am asked my opinion
> and
>>> guidance I do not have positive encouragement I can offer because I have
>>> come to have the same views as others. I know I will be asked about the
>> GDB
>>> issues when I attend the consumer National conventions this summer, and I
>> do
>>> not have anything I can say with confidence that will alleviate consumer
>>> fears and concerns.
>>
>>> It is hard for me to write this letter. I love GDB, but I, like many,
>> have
>>> no confidence in Paul Lopez and I am concerned that the board of
> directors
>>> has not done anything obvious either to show the value of Mr. Lopez's
>>> decisions or to remove him as CEO. I call on the Guide Dogs for the
> Blind
>>> board of directors to take a vote of no confidence toward Paul Lopez and
> I
>>> call on the board to remove him as CEO and begin a search for a truly
>>> qualified replacement. Thank you for your time and consideration.
>>
>>> Best,
>>
>>> Michael Hingson
>>> The Michael Hingson Group, INC.
>>> "Speaking with Vision"
>>> Michael Hingson, President
>>> (415) 827-4084
>>> info at michaelhingson.com
>>> To order Michael Hingson's new book, Thunder Dog, and check on Michael
>>> Hingson's speaking availability for your next event please visit:
>>> www.michaelhingson.com
>>> To purchase your own portrait of Roselle painted by the world's foremost
>>> animal artist, Ron Burns, please visit http://www.ronburns.com/roselle
>>
>>
>>> _______________________________________________
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>> t
>>
>> --
>> --Dar
>> skype: dmgina23
>> FB: dmgina
>> www.twitter.com/dmgina
>> every saint has a past
>> every sinner has a future
>>
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