[Cagdu] Fw: GDB stuff

Mon Apr 8 11:23:12 PDT 2013

Hi Juanita,

Several things:

First, I appreciate yours and Ken’s comments about the school.  I would say whether or not to trust the school based on one decision might be a bit harsh.  I do agree that Paul Lopez and the board have not yet sold the decision well to grads.  If the actions taken by Paul improve service then we shall see that improvement.  Given the reactions of grads I would hope GDB leaders would be smart enough to keep graduates and the blindness community well informed about how their actions are truly making the school better.

Second, GDB lost some great people.  We as grads are often very quick to judge without knowing all the details.  We can but speculate why the people were let go.  I think the reactions we all are having tend to demonstrate an inherent mistrust of the leaders of the guide dog schools.  I have seen before actions taken by schools which caused too quick a reaction from stake holders.  Again, if the school, in this case, is smart its people will work to heal the wounds caused last month.  Time will tell.

Third, don’t decide whether or not to get another guide dog based on this or any single decision of a school’s management team.  In fact, don’t make such a decision based on anything but whether or not a guide dog works for you.  Students often go to schools and colleges although they may not like every professor.  They decide based on whether or not they can learn what they need to know.  GDB trainers are still very high quality.  You do not have to get involved in the politics to get a great guide dog.  I speak from experience.  I worked for GDB for six and a half years.  My job was phased out because of politics and a very dumb decision made by the CEO at that time who had no clue of how to run such an organization nor how to deal with people including her own staff.  However, that decision did not keep me from returning to GDB to get Africa in November, 2008 because I believed then and believe now that the GDB trainers are the best in the business.  If training quality diminishes because of the decisions this CEO makes then I may look elsewhere when the time comes for Africa to retire.

I hope these comments help you and others put last month’s GDB decisions in a slightly different light.  I too miss the people GDB lost, and I too believe there were alternatives to terminating them.  That was not my nor your decision to make.  History will show whether or not the decisions made were good ones. 

Best,

Michael Hingson

From: Juanita Herrera [mailto:juanitaherrera1991 at gmail.com] 
Sent: Monday, April 08, 2013 10:58 AM
To: info at michaelhingson.com; cagdu at nfbcal.org
Subject: Re: [Cagdu] Fw: GDB stuff

Hi Michael,
I'm sorry to intrude on this thread, but I am currently on the GDB lounge list and it seems that the majority of alumni and puppy raisers on there are very upset about the changes. I agree with Ken, GDB was known for its great follow-up service and that was one of the main reasons why I chose it in the first place. I'm not sure what to think about the school anymore. Once I'm ready to retire my dog, I don't know if I will even consider getting another one. No other school ever met the standards that I required forgetting a guy dog.

Juanita Herrera

Sent from my iPhone

On Apr 8, 2013, at 10:11 AM, "Michael Hingson" <info at michaelhingson.com> wrote:

zAre you monitoring other lists?  I am not due to time constraints.  What are you seeing elsewhere?

From: Ken Volonte [mailto:Kenvolonte at comcast.net] 
Sent: Monday, April 08, 2013 09:54 AM
To: info at michaelhingson.com; cagdu at nfbcal.org
Subject: Re: [Cagdu] Fw: GDB stuff

I don't know what other people are thinking.  Seeing eye did this last year, but real problems might not show up for years.  Mike it just bothers me that seven people just lost their jobs; people we had trust in, people who cared about us and our guides.  I think this is an ill advised decision and I'm going to keep asking questions until I understand how and why this had to happen at all.  GDB can't afford to just throw people away like this.  In the long run, I don't think that Seeing Eye or any organization can do this and rely on its good name forever.  I'm too close to this maybe.  Nobody did follow up like GDB did.  That's what scares me, that it's all going and I don't know why.  Ken.   

----- Original Message ----- 

From: Michael Hingson <mailto:info at michaelhingson.com>  

To: cagdu at nfbcal.org 

Sent: Tuesday, April 02, 2013 12:32 PM

Subject: Re: [Cagdu] Fw: PLEASE READ-MESSAGE FROM PAULLOPEZ: GDBOrganizational Annoucement

Ken,

So what are grads going to do?  I haven’t heard anything yet, but I am not on all the lists. 

Best,

Michael Hingson

From: cagdu-bounces at nfbcal.org [mailto:cagdu-bounces at nfbcal.org] On Behalf Of Ken Volonte
Sent: Tuesday, April 02, 2013 12:10 PM
To: cagdu at nfbcal.org
Subject: Re: [Cagdu] Fw: PLEASE READ-MESSAGE FROM PAUL LOPEZ: GDBOrganizational Annoucement

How does increasing the area for each service representative make the operation more efficient?  How does firing good caring people increase the morale of an organization?  All of us have benefitted by the work of these people, and I'm not willing to say, "Oh well it's ok for people to be fired for no good reason.  That's business.  No, that's a new CEO trying to put his particular stamp on an organization which has served us well for 71 years.  No!  This will not do.   

----- Original Message ----- 

From: Tina Thomas <mailto:judotina48kg at gmail.com>  

To: cagdu at nfbcal.org 

Sent: Tuesday, April 02, 2013 9:13 AM

Subject: Re: [Cagdu] Fw: PLEASE READ-MESSAGE FROM PAUL LOPEZ: GDBOrganizational Annoucement

Hello Ken and all- 

The Seeing Eye went through the same process last summer and a lot of grads were heartbroken, however SE is still able to serve their graduates with the same professionalism and promptness. GDB will survive. I am sorry for the instructors who were let go, however hopefully they will find employment soon. 

Tina and the girls  

From: cagdu-bounces at nfbcal.org [mailto:cagdu-bounces at nfbcal.org] On Behalf Of Ken Volonte
Sent: Tuesday, April 02, 2013 8:46 AM
To: Cagdu
Subject: [Cagdu] Fw: PLEASE READ-MESSAGE FROM PAUL LOPEZ: GDB Organizational Annoucement

The field reps that were fired had a long standing relationship with us and they cared about us as people.  We all know Emily Simone.  She did a presentation on what to do if our dogs are attacked.  She developed the presentation she gave to our convention a couple years ago.  If we have new field representatives from GDB, and if there are problems with those new reps, adjustments will have to be made.  None of us had the chance to say good-bye to people who had worked with us for years: providing guidance, advocacy with recalcitrant officials, home training, etc.  They deserve better.  So do we.  

----- Original Message ----- 

From: Ailien Ripple <mailto:ARipple at guidedogs.com>  

To: 'kenvolonte at comcast.net' 

Sent: Wednesday, March 27, 2013 9:17 AM

Subject: PLEASE READ-MESSAGE FROM PAUL LOPEZ: GDB Organizational Annoucement

Dear Graduates,

An important part of our mission here at Guide Dogs for the Blind is to continually improve the quality of our services to you, our graduates. Recently we created a new telephone Support Center to provide direct, real-time, and—most importantly—personalized service to all of you across the U.S. and Canada. In an ongoing effort to meet your needs, our next step is to reorganize our staff so that each of you has access to a dedicated field manager as well as the Support Center. Up to now, not every graduate has had this benefit. Through the combined resources of the Support Center and a designated field manager, our aim is to create a comprehensive network of support  for each of you, which will allow us to respond to your questions and needs in a more timely and consistent manner.

With this new approach to field support, we are moving from 10 client support regions to six. The field will now be divided in six new zones, each with its own field manager. During this transition, unfortunately, five field manager and three office staff positions will be eliminated. Jennifer Isaac will become Client Services Manager responsible for Admissions and the Support Center. Kelly Martin will now oversee all field managers. 

We at GDB are most grateful for the fine work and dedication each of these employees has demonstrated to help our graduates over the years, and we are committed to helping each and every one of them transition smoothly.

Most of you will not be affected by this field staff reorganization. For those of you, who are, please be assured that we are making every effort to ensure that your transition to a new field manager happens quickly and comfortably. In the interim, please know that the Support Center staff is available to address your concerns and needs at 1-800-295-4050. While we recognize that this change may be an adjustment, GDB is committed to deploying the best team of professional and capable support staff and field managers to work with you and meet your needs.  

Your assigned field manager is Jim Power. Jim’s business number is 800-295-4050 extension 4055 and email is jpower at guidedogs.com.

Within the next week, graduates affected by this transition will receive a phone call from their new field manager. Our goal is to support your needs to the best of our ability, so if questions arise after speaking with your new manager or you have any concerns at all, don’t hesitate to call the Support Center directly. Thanks in advance for your understanding and patience as we strive to serve you better. 

Sincerely, 

Paul Lopez

President and CEO

Guide Dogs for the Blind

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Guide Dogs for the Blind

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