1. YOU DON’T GET A SECOND CHANCE
To make a first (or last) impression!
Deborah Gilboa, MD

2. The problem: competing priorities
JCC:
Safety
Kid counts
(all)Camper needs
Schedule
Parent:
one camper needs
Story
Empathy
plan

3. The solution: Goal sharing!
Get to know your parents beforehand as much as possible 1
Understand what they want 2
Find goals you share – the more proximal the better 3
Be able to explain how your path gets them to that goal 4

4. Generation X Ages 38-52 Perceptions are shaped by Core values
growing up having to take care of themselves
watching their politicians lie
parents getting laid off.
Core values
Work-life Balance
Fun
Highly Educated/High job expectations,
Lack of organizational loyalty
Self-reliance/independence
Generation X

5. Millennials Ages: 21 - 37 Influences: Core values
Maybe starts at age 24
Influences:
Digital Media
child focused world
9/11 terrorist attacks
Increase in children of divorce
Economic expansion as they grew up
First generation of children with schedules.
Core values
Achievement
Avid consumers
Diversity/Highly tolerant
Like personal attention
Members of global community
Most educated generation
Millennials

6. Build Great Transitions
Investigate the Families 01
Create Routines 02
Set Expectations 03
Build Great Transitions

7. Investigate the families
Training
How have they been trained (schools, other camps, expectations)
Access
How do they access info about camp and about their child’s day
Difficulties
What do they complain about the most? (differentiators)

8. Create Routines Allow Teach Base Partner Build in
Build in some back-up plans
Partner
Partner with parents
Base
Base this on camp mission and kid skill-building
Teach
Teach the kids so they can teach the parents
Allow
Allow for or plan “sign out” in both directions

9. Set Expectations Staff Are always teaching by example
Will help parents as well as kids
Will have protocols and support
Parents
Will get answers
May need to wait
Can count on camp
Kids
Come first
Have a story worth hearing
Can help with problem-solving

10. Parent expectations: What do you know, how could you change them or meet them better?
What change are you willing to make to drop offs and/or pick-ups to build more trust and raise resilience?
How could you change the expectations around how each member of the kid-care triad (staff, parent, camper) behaves?
Pick a question:

11. Model respect Value hearing the story – who what when why how
Ask camper perspective
Value hearing the story – who what when why how
Make sign out the expectation
You (and your staff) are always teaching

12. Encourage proactive staff
validate, investigate, problem-solve
assign a point person
involve the campers
PRACTICE

13. Connect protocols to purpose
Mission
Safety
Resilience
Reliability

14. Dr. G has digital resources YOU need for your families!
Pick a time to talk to her about it! (click this!)