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In terms of dealing with membership-based organizations, obviously CASA is one and I have been working with CASA for
some time. I'm familiar with how it works through CASA and how there may be differences in how we operate. In terms
of customer service - as a membership based organization our members are the most important thing. We need to make
sure they are satisfied with what we're doing - so I think that's a big point for me. I have tried to visit as many of these
agencies as we can and just try to get a sense for what is important for them. This is their association. In some cases you
have to be able to identify issues that they haven't seen yet. That's a big thing about keeping our members happy - is
keeping them informed.

Our biggest challenge is making sure that folks are engaged at all levels that they need to be. Our members are both big
and small and it's that balance that you want to get their perspective and realize that their participation isn't necessarily
their fulltime job, so you have to find ways to engage with them to make sure they are getting something out of CASA.