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relative to ocean discharges that was incredibly challenging and was really not going to be accomplished anytime in the
near future. Our membership was up in arms about this. Was concerned because it has been introduced by one of the
members of the leadership structure in the Senate. We had to give our all to make sure it was changed enough that we
could live with it. I worked diligently, as hard as I could to get this bill stopped and was successful in doing that. I was able
to do that in working with several different stakeholders by using my professional contacts that I have developed over
several years to make the case that it was so detrimental. I feel confident that the stopping of the bill had a large part to
do with our advocacy. I think that demonstrates my competency and am really proud what we were able to do there. I
was proud that I was able to pull out the correct contacts.

8. Describe your experience with membership-based organizations and your approach to working with them. How do
you evaluate whether an association is providing a good level of customer service to its members? What do you feel are
some of the challenges to achieving a high level of customer service?

I have a lot of experience with membership organizations. I have been working with CASA for 11 years now. I also have
experience working with other clients when I was with the lobbying firm. A small public school advocacy single issue
group. With varying sizes of membership and different organizational structures. I have a good idea of what good mem-
bership benefits are. I think CASA is outstanding. I have seen with other organizations varying degrees of services, and I
think CASA is up there with the best of them. In terms of evaluating - a lot of it comes back to feedback from your mem-
bership. Making sure that you are listening to feedback both positive and negative is important, and also incorporating
that feedback is important. The challenges are that every agency has their own challenges and needs so providing con-
tent that speaks to all of them can be a little bit tough, because they are all so different, even thought they are providing
different kinds of services. Making sure that you have enough relevant information going out so that everyone feels that
their membership is valuable needs to be at the forefront of their attention.