On the front lines..... My point of view

Guest Blogger Kathryn Foster, Cancer Information Specialist

Three years ago, I was working at a dead-end job where all of the employees were treated very poorly. Imagine working a 14-hour shift without a break! I was exhausted mentally and physically when I got home every night. You know it's bad when you are crying most days on your way to work because of what you know you're going to have to put up with. I decided I couldn’t take it anymore. I began searching online job websites and sent out tons of resumes to all sorts of companies. I came across the position of “Cancer Information Specialist” online and decided to apply. I was a little hesitant since it was in a call center, which didn’t seem particularly appealing to me since I had never worked in that type of environment.

However, the rest of the job description seemed very intriguing. Imagine my surprise when an HR rep from ACS called me the very next day to schedule the interview. I was hired in November 2006.

The first day of training, the other members of my training class and I had to go around the room and state why we chose to work at ACS. I’m sure you can guess what the most popular answer was--“I want to help people.” I thought, “Sure, we all do, but how helpful can we really be just talking to people over the phone? “.

I am a skeptic no longer—shortly after I began taking calls, I realized how much people truly appreciate what we do. In the beginning, I remember feeling a little overwhelmed by all of the new things to learn, and I seriously doubted that I would ever make it through the intense but imperative training for the CIS position. I remember many sleepless nights during those nine weeks!

The end result of being prepared for almost any call was definitely worth all of that hard work.Being at the other end of the ACS toll-free number (being “on the front lines” as we say) is both challenging and rewarding at the same time. It can be a lot of pressure to know that some people are making their treatment decisions based on the information that we give them.

Sometimes we get very complex cancer questions that our literature simply doesn’t address and we have to have our oncology nurses research these. Other times, we get requests for resources that are so hard to find, it’s like looking for a needle in a haystack. However, a lot of the calls we receive are so interesting. I like that moment when my phone starts ringing and I wonder what kind of call I will get. Even to this day, I get questions and requests that I have never heard before and probably never will again.

As CIS, we never know what will be thrown at us, but it’s exciting and keeps us on our toes.I have had some amazing feedback from several callers over the years; some of it has even brought me to tears (good tears!). I've been called a "doll", "a far away friend", and even a "guardian angel".

I’ve talked to a few people with symptoms that were of great concern but were very adamant about not seeing the doctor, most likely because they were afraid that they might receive a cancer diagnosis. We discussed certain diagnostic tests and by the end of the call, they had decided based on the information that we talked about they were going to have these tests done. At the end of a call, one woman told my supervisor not to let me go, and that I may have saved her life. I once talked with a man who had a very aggressive type of cancer but did not seem to realize how serious his diagnosis was. He was thinking about forgoing treatment because he didn’t think it was absolutely necessary. It was going to be very inconvenient for him to have radiation treatment five days a week for eight weeks, and he was concerned about the side effects. I answered a lot of his questions and, based off of that info, he decided that he would go ahead and have treatment. He called back a few days later just to tell my supervisor that I had helped explain some of the medical jargon that was confusing and overwhelming him and had helped him formulate questions to ask his doctor. He even said that he had planned to make a donation in my honor! He even became a little emotional when talking about the service he had received. How many jobs allow a person to get that kind of priceless feedback?

I know I’m not alone in getting these wonderful kind of compliments—many of my co-workers get praise from callers every day, and it is incredible to hear about. My co-workers are some of the warmest, most patient people with the biggest hearts that I’ve ever met.

It’s wonderful to work at the National Cancer Information Center and to have all of these amazing people together in one building.Whenever I meet someone new and they ask where I work and what I do, I can honestly say I’m proud to tell them. Some people grimace or get sad looks on their faces and say, “Oh…that must be really depressing.” My response? “Sure, some calls are sad, but the calls are interesting and most of the callers are incredibly sweet and grateful for what we do for them.” Almost every person I’ve ever told what I do for work has told me that their grandparent, cousin, mother, etc. currently has or has had cancer.

I'm known as the "go-to" person in my family whenever a relative has a question about cancer or needs information. I love educating people who are unfamiliar with ACS about what we do and always encourage them to call the toll-free number. One person I met whose father had just been diagnosed with cancer immediately saved our number in his cell phone when I told him about our 24/7 cancer information line! Every day that I go into work, I look at the giant ACS logo on the building and feel genuinely blessed to work for such a wonderful organization with a great mission. I wouldn’t have it any other way!

Learn more about how you can join us in the fight ar cancer.org

A Day In The Life of An ACS Recruiter

A standard workday; 7:30 in the morning. I arrive at my desk and find even at 7:30, I am not the first one here. Several of my colleagues try to manage Atlanta traffic and family commitments by arriving fairly early each day. Turn on my computer – can’t believe it takes so long for this thing to get started. Probably need to let IT have look, but that always falls pretty low on my priority list. Coffee in hand, I open my email. Priorities…priorities. Junk mail – delete. Industry news – put in a folder until I have a spare minute. ACS emails – Need to know what’s going on! – scan and decided if I should file for reference or read thoroughly right away. Candidates --- hmmm…. What position? Where did they come from? Any referrals? Need to make some quick decisions about how to invest my time. Now to our ATS (Applicant Tracking System). Where am I in the process? Requisition review meetings with hiring managers? Feedback to get? Interviews to be scheduled? Phone screens to do? Resumes to review? References to complete? What about time for ancillary projects? Priorities…priorities. I suspect my day is not much different from most recruiters. My biggest challenge is how to manage my time and deliver the best talent in the shortest amount of time. Today the approaches, techniques and avenues recruiters pursue are limited only by individual recruiters experience and exposure. The emergence of social networking has enhanced recruiting techniques providing the ability to respond to requisitions when they come in, but, more strategically, get ahead of the requisitions by reaching out before the need arises. But you just saw something online that has peaked your interest. You don’t know anyone who works for ACS and just don’t have a real sense of your chances. While we do a lot of proactive recruiting, we are the recipient of many strong resumes and many great candidates we ultimately hire. What made them standout??? Here are a few “do’s” and “don’ts” if you are interested in pursuing an opportunity with the American Cancer Society (at least if I’m the recruiter):

Do 1. Thoroughly review the position and tailor your resume to reflect your experience with the job requirements (One of my hiring managers was ready to immediately toss every candidate who clearly hadn’t considered how to customize their resume to the job description.) 2. Print the job posting or put it in an easily accessible area so you can refer to it quickly should I call. Speaking to your qualification for a completely different job is a death nail. I know, it’s tough when the job market has put so many in the unfortunately position of having to look for jobs after layoffs. Often the American Cancer Society position won’t be the only opportunity you are pursuing. But realize that if I am the organization’s recruiter and it’s my responsibility to find great candidates who are truly interested in us as an organization. I will hardly be convinced you’re the one if you don’t even remember you applied to my position. 3. Find someone to talk to. No need to mention how competitive the job market is these days. Applying online is simply planting the seed. You need to nurture your candidacy. Find someone to talk to. LinkedIn is fabulous for this. If you can find someone in Human Resources, contact them and chances are they will know who is responsible for recruiting. Be resourceful. Its smart and it makes you look even better. 4. Be ready to provide clear, concise responses to my questions. 5. Reference any technology you have significant experience. Almost every job function requires you to complete your work through some type of technology, so let us know what you know. 6. Mention any connection you might have to the American Cancer Society and our mission. It matters!

Don’t 1. Confuse the American Cancer Society with the American Red Cross (believe it or not, one candidate came in believing he was ready and printed a Powerpoint presentation with “American Red Cross” and their logo all over it – “oops” is an understatement!) 2. Ramble. Time is everyone’s most valuable asset. I understand you want to ensure you’ve covered all your qualifications, but recruiters have specific skills they are trying to identify quickly. We appreciate candidates and are more likely to forward those on who can provide clear, concise and directly responsive answers to our questions. 3. Apply to every posted position. In almost every case, the assumption will be you are not serious and lack direction. After all, no one is qualified for every job. 4. Assume I will read between the lines of your qualifications. If you see a requirement in the job description, however rudimentary it may seem, be sure to spell out your experience in your resume or cover letter. Use your professional experience to guide you and ask yourself, “If I were hiring someone for my position with my level of experience, what might I assume they know.” Then, make sure that is in your resume. Recruiters have stories!! Most could go on forever about the candidate with the “S” on their chest who flew in with a red cape trailing behind and the other candidate who spent an hour telling you why some other company he thought he was interviewing with should hire him. But, as we used to say in my agency days, “the best candidate will get the job.” Just make sure you are THE BEST!!

Guest Blogger Jennifer Arden shares her thoughts on Teamwork:

Teamwork is a concept that is talked about in many aspects of life. Many college graduates can remember the lectures and discussions on team building and team cohesion. The importance of teamwork is drilled into our heads even as young children. My 4-year-old son watches a TV show that’s sole purpose is to teach him teamwork. So, it comes as no surprise that teamwork can make or break an organization.

I’ve had several jobs in my years in the workforce, but I don’t think I had ever experienced truly great teamwork until I came to work at the American Cancer Society. I remember my first week as an American Cancer Society employee. I was in awe of how well everyone worked together. In some of my previous jobs, some of the employees could barely finish the necessary daily tasks and tension was always lurking. But even after one week, I could tell that it was not that way at my new job. This group of employees was so eager to help one another to get the job done. I have to admit that I was curious. Why was it that this group of people managed to build such a strong team? I would like to briefly share why I believe teamwork is so strong at the American Cancer Society.

First, we have all come together for the same purpose: to fight cancer. All of us have been touched in some way by this horrible disease. Each one of us has our reasons why we want to fight back. We keep our eyes on the goal.

Second, each team member recognizes that every task, no matter how small, plays a huge part in getting the job done. While we each have our own part to play in reaching the goal, the final goal is dependent on the participation of everyone.

Third, don’t be afraid to ask for help. Our team knows we are able to go to one another for help. If I am in over my head and just don’t have the time to finish a project by the deadline, there is no shortage of teammates who are willing to help. If I don’t understand, I know I can ask for clarification.

A great team communicates well and always keeps their focus on the goal. I am proud to be on a team that can put aside differences and get the job done. Teamwork can be one of the greatest assets of any organization.

I thought I was done learning!

So a typical expectation from a college graduate might be – "Great! No more sitting in a class, taking notes, and writing papers. No more being tested by your professor or working on projects with classmates. No more learning!" I’ve got news for you. You never stop learning. Or let me rephrase, you should never stop being willing to learn. Now, that might get you in trouble – for me, my husband rolls his eyes every time I bring home a new book, or I want to incorporate some new thing into our diet because I’ve read about it and done some research on-line. However, I’d have to say a typical response I have to anything life throws at me is "This is a learning experience." Through my 14 years with the American Cancer Society, let me tell you, I’ve had plenty of learning experiences – learning about the disease of cancer both professionally and personally; the courage of cancer patients and caregivers; how to manage and interact with a variety of cultural differences and experiences. I've learned to coordinate events, plan and implement strategies, and to jump over the obstacles that threw themselves in our way! But I’d have to say the unstructured experiences I’ve had have left their mark and broadened my horizons just as much as specific projects. I was recently at a Dale Carnegie training in Chicago that I was able to attend because I’m lucky enough to be part of our National Leadership Development Program. What is the "National Leadership Development Program"? Well, I’ll get to that in a minute. At the Dale Carnegie class, there were some exercises that required us to step outside, and I mean OUTSIDE, our comfort zone. I was unafraid to step up, speak up, and I know it's because I've learned to be that leader through the American Cancer Society. The National Leadership Development program is an investment in our organization’s staff, not just in developing specific skills to make us better at our jobs, but to develop our careers. I also see it as recognition, recognition for the jobs well done, but also of the organization’s belief in my abilities to continue doing an even better job, and helping others do the same. Not many companies provide these types of experiences for their staff, or this type of recognition. I guess I need to keep learning then, right? So....what's next? Jennifer Agee, Guest Blogger Director, CRM Great Lakes Division

Profit to Non-Profit- Surprises and Insight

Me? Well I am product of the for profit business school world – undergraduate in business and public relations, MBA, experience in publically traded fortune 50 companies, 401K, stock options, variable comp structure – you get the picture Recently I made a switch – I moved to a position at The American Cancer Society, a large non-profit headquartered in Atlanta, GA. So I thought it might be of interest to some of you to share with you my transition experience, whether you are thinking about making the switch yourself or just starting your career, I hope that perhaps my journey might help in some small way. The “Why” is the difference for me not the “What”? Business is Business – the “business” of the American Cancer Society is just a different business… well sorta…… let me try to explain. In a non profit the challenges and projects are the same – they really are – the bones of the business are the bones of the business. Budgeting, marketing, communications, legal, accounting, HR, finance, IT . Strategic planning, forecasting, human capital planning, brand management and positioning. It’s all there – all the time – but the “WHY” is different here at the American Cancer Society. Our business is fighting a disease that affects so many people. The approach we take to solve the challenges that we face is similar to the approach taken to solve other business challenges in the B2B, consumer goods and services sectors. The why we all come to work; the why we are work so hard; that is what I find so different. As you can imagine, it’s more personal; more tangible. Now, please don’t get me wrong, there is passion in all organizations and I have had it and seen it for myself. There is no judgment in my statement about being passionate for market share, EPS, or a new packaging or new flavor of beverage, but for me the passion that surrounds me daily at the American Cancer Society speaks to me on an entirely different level. You don’t cry at work! So, how does this passion reveal itself? It shows up in people working hard. In people supporting cross functional and departmental projects. It’s in the discussions and debates about how to ensure that we use donor dollars for the most good. It is embedded in the lights on early in the morning and sometime late into the night. And, yes, sometimes it even shows up in the tears that are shed! I believed before coming to the American Cancer Society that crying in the office, crying in front of your co-workers or even your (gasp) boss was career suicide. So how do you prepare yourself for the passion – I don’t think you can prepare yourself you just need to be aware that for many people in a nonprofit the passion is so deeply personal that sometimes business and mission get blurred. Monday Morning’s aint so bad. Challenge to do what I have done everyday for almost 20 years for big global companies but to do it through a different lens is why, when the alarm goes off on Monday’s, I don’t hit the snooze button. It, I believe, makes me a stronger professional in my space. I have done what I do in the services sector, consumer products sector B2B sector, R&D – here in the US and globally – so what else was there – I believe that I am not ready to stop learning, stop being challenged to be better, to do it differently – when I do arrive at that point it will be time for me to turn in the blackberry. The non-profit sector has brought me right back to the everyday I learn place…. I find that exciting! Cancer is everywhere - unfortunately People everywhere have a connection with our mission so everywhere you go, when people ask what you do and you say “I work at the American Cancer Society”, you will hear a personal story; whether it be how someone in their family survived, how they personally are impacted or in many cases how they volunteer to make a difference. Someone once asked me if that ever gets to be “too much” because the stories that you hear are sad and “heavy”. I shared that even though sometimes these stories are sad; often times they are inspiring and encouraging and full of “thanks” – something that I never experienced in the consumer goods sector and certainly no one ever thanked me for the optical fiber the my company supplied them. No one ever said to me “thanks this soda changed my life” So, for me personally its fuel to keep me going, keep me engaged in my work, excited about the difference that my organization is making. Now, I know, I know that sounds so “grandeur” and “lofty” but its not – nothing is more grounded – its real – its real people, real lives, real stories and a real difference. Is it right for you? That is an answer that I can not provide but I do hope that reading this has given you a bit of a glimpse into what you might find if you do decide to cross over…… to the non profit side.