Nancy Hard was expecting a relatively easy first week on the job as president and CEO of FamilyService Association. The second day of that week, however, was September 11, 2001 when ourworld turned upside down.
But armed with strong leadership skills – including 10 years of running her own business andover 18 years with state agencies where she planned and managed regional and state budgets totalingmore than $100 million – Hard and the staff of Family Service sprang into action.
Immediately, counselors were mobilized and visited corporations, media outlets and schools tohelp deal with fears that employees, children and families might have. Staff also began to prepare todeploy trained crisis management counselors to other parts of the county and address the potentialof more localized disasters.
During an interview at Family Service’s office at 702 San Pedro Ave.,Hard reflected on her journey with the non–profit organization over thepast six years. “It’s been an exciting ride,” she said. “I came into an organizationthat had some key challenges yet had strong potential for growth.We were in the middle of our capital campaign and in the process of renovatingour new headquarters, so with 9/11 nobody knew what the futurewould be on many different fronts. Things haven’t let up since.”
Today, Hard oversees a $10 million annual budget and a staff of 165,and works closely with a 27–member board of directors for the 105–yearoldhealth and social service agency dedicated to helping children, seniorsand families through 14 programs. Last year, the agency positively impactedmore than 48,000 individuals.
“Nancy brings a passion for the mission of Family Service Association,a savvy business sense and a good dose of humility,” Kimberly Bowers,Family Service chairwoman of the board, said. “I’vebeen on the board for six years. At first, the annualbudget was $3 million, and now it’s $10 million.We are very confident with her as CEO.”
Although the agency survived the fundingchanges that 9/11 brought to non–profit organizations,challenges remain. Family Services,however, is prepared to confront them, Hardsaid. “Funding in the non–profit world is alwaysa challenge as it drives our ability to respond tothe needs of individuals and families seeking ourhelp,” she said. “Right now there’s a major challengewith public funding due to the growingdeficit and concern for government debt, whichhas long–term implications for families relative toSocial Security, Medicare and Medicaid.
“We are also hearing about donor fatigue anddwindling philanthropic support because of thegrowing number of nonprofits. Everybody needsmoney.” She adds, “Family Service has a long termcommitment to the fiscal stewardship of every dollarthat is invested with us and we’re proud of the fact that 92 cents of everydollar goes to services for our clients. We’re working hard to ensure that wedon’t duplicate the services of others and to stretch the funds that we dohave.”To combat the funding issue, Family Service recently relied on theguidance of Washington, D.C.–based consulting firm Community WealthVentures to enter into new business territory called social enterprise. It involves“taking something we do well and turning it into a revenue–generatingoperation that expands our ability to fulfill our mission while lesseningour dependence on government and philanthropic funding,” Hard said.
It was through the diligence of Family Service’s board of directors, shesaid, that the organization formulated a business plan to expand their programsfor low–income seniors into a smart business opportunity after notingthat people frequently called and offered to pay for various services.
“We’re turning that demand into a business venture called “At YourService, Prestigious In–Home Care, Inc.,” where we serve a larger numberof seniors who are seeking the quality services we provide and are able topay market prices,” Hard said. “And because of the volume, we can funnelthe surplus funds back into the agency’s services, thereby serving morewho can’t afford the full cost. So it’s a business enterprise that has a socialbenefit.”
Other challenges involve the growing number of working poor families who continue to need assistance, as well as soldiers returning fromthe Middle East, who face complex problems upon their return involvingfamily life, jobs and readjustment to their communities.
“I’m particularly proud that Family Service is among a set of communitypartners that are working together to address this issue for thesesoldiers’ families since I’ve had eight nephews and a daughter serve inIraq and Afghanistan,” she said.
The latest Family Service accomplishment for which Hard is especiallypleased is the opening of The Neighborhood Place, a former elementaryschool that has been transformed into a hub of traditional andnontraditional services and resources for children, families, and seniorson the West Side. “The Neighborhood Place has surpassed our wildestdreams in terms of what the first year could bring,” Hard said, addingthat since opening its doors in spring 2007 they have already had 42,000visitors. “Some people came for meetings, somecame to pick up their holiday gifts from ouradopt–a–family program; others came lookingfor help with diapers or food or blanketsfrom the emergency pantry, and still others forcomputer training, youth programs, parentingeducation, counseling or dancing. It meansthat we’re progressing in our vision of creatinga neighborhood hub that is trusted and comfortablefor residents to walk into…A real senseof a ‘place where neighbors gather.’”
Rosa Vasquez, a 31–year–old certifiednurse’s aide, and her 44–year–old husband,Hector, are involved in several programs offeredat The Neighborhood Place, includingthe Healthy Marriage Initiative, Families andSchools Together, and Children Healthy andPrepared to Succeed in School.
“They’re helping us become better parents,and we’re learning to teach our kids tobetter themselves as well,” said Vasquez, a motherto four girls, ages 11, 7, 5 and 2.
To understand Hard’s passion for children and seniors, or better yetfamilies, one has to go back to her childhood in the small North Texastown of Chillicothe. As the eldest daughter of nine children, whose fatherwas a second–generation immigrant from Czechoslovakia, she grewup poor in financial terms, but rich in family and nurturing. Chillicothealso was a community where neighbors looked after neighbors and eachothers’ children.
“Our parents were loving, yet at the same time they built a strongsense of responsibility not only for our own actions, but for helping othersand being mindful that we occupy this space and earth with others,”she said.
It is this sense of compassion and empathy for others that helps herfulfill Family Service’s commitment to be “the family you can alwayscount on.”
“For the most part, the families whom we serve are amazing in thatthey face their challenges with pride and an incredible degree of ingenuityand ability,” Hard said. “Sometimes they require help with getting overhurdles, and they come to Family Service for that help or little nudge,and they’re off on their own. But if they ever need that help or nudgeagain, they’re welcome to come back.”
