By Kyle Hauptman
I was just reminded to do something I meant to a few months ago: Take note of then-Chairman Rodney Hood’s leadership at the National Credit Union Administration (NCUA) during a difficult time.
I didn’t join NCUA until this past December. But earlier this year I was given a presentation on the Federal Employee Viewpoint Survey (FEVS) and I was struck by our agency’s results for last year. NCUA employee satisfaction shot up more than at other agencies. When I asked why our agency did so well on the survey, the constant answer was Rodney Hood’s skills as a communicator during COVID, the lockdowns and the nationwide conversation after the killing of George Floyd.
I remember thinking “someone should write this down,” since someday there will be other crises to manage.
Then, this week, NCUA was named a Best Place to Work by the Partnership for Public Service and Boston Consulting Group, a designation was based on the FEVS survey. Thus, I figured it was time for someone to “write this down,” hence this column.
An overall score of 79.4 (up from 70.0 in 2019) for employee engagement doesn’t just happen – especially during the year of COVID. The leadership at the agency and Board Member Rodney Hood, who was Chairman at the time, deserve a lot of credit.
What Was Different?
What did NCUA do differently that could account for this?
In a word, communication. Then Chairman Hood was determined to ensure two-way communication with NCUA’s 1,100 employees. With no more resources than other parts of government, he and the senior management team managed to inspire a greater sense of well-being throughout the agency. The COVID pandemic happened to all agencies, not just NCUA. And George Floyd’s killing last May wasn’t something that only NCUA employees thought about.
People who know Rodney Hood understand his gift for making those around him feel heard and appreciated. This is a leadership ability that, in my view, made the difference for NCUA in 2020. For example, there was massive uncertainty in the early days of the pandemic. Rodney constantly told everyone what he knew, and just as important, what he didn’t know. And then about George Floyd and Rodney’s own “conversations with my father about how to engage with police when pulled over.” He spoke on these themes repeatedly, both to NCUA employees and at public events (and NCUA employees noticed the public remarks as well).
A Lesson for Everyone
There’s a lesson here for all of us. Communication is key to the health of any organization. It is something I’ve made a priority for my tenure at the agency. Improving the dialog between NCUA and credit unions will advance the health of the credit union system in ways that go beyond safety and soundness.
Fortunately, Chairman Todd Harper also possesses the ability to communicate effectively and is continuing to manage the crisis with skill. A lot went into how NCUA managed the pandemic, including the individual efforts of each of its leaders and employees. Those efforts combined with Rodney Hood’s leadership made a difference during 2020 – the FEVS and Best Places to Work rankings speak for themselves.
Kyle Hauptman is vice chairman of NCUA.
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