Personal connection with our leaders

Did You Know? . . .

• Each People to People delegation typically has four leaders for a delegation of roughly 40 students.
  


• We strive to maintain a national student to leader ratio of 10 to 1.
  


• Often that ratio is even lower which allows a very personal and secure level of supervisor of each student.


• That's a lot of leaders to train! Over 2,400, in fact.
  

I recently traveled to Boston, Massachusetts where I had the opportunity to speak with over 200 of our teacher leaders during our Spring Leadership Conference. The main topics were

1. How our leaders can continue to travel students safely.
   


2. How our leaders and students can leverage the massive network of support that they have at their disposal from People to People Ambassador Programs.

This was all part of our 6-city conference tour which kicked off last month in Dallas, Texas and concluded on April 8^th in lovely Atlanta, Georgia. Each week, a select group of senior leaders from the People to People Ambassador Programs office hit the road. At all six conferences we had members of our admissions, leadership support, safety and health teams in attendance (along with President, Peg Thomas and CEO Jeff Thomas).

The highlight of these conferences is that we have the opportunity to meet face-to-face with over 800 leaders who are scheduled to travel this summer with your children. During each three-day event we review important health and safety travel information with the leaders to ensure we continue to deliver a safe and enjoyable experience for each student. Even more importantly, we have the opportunity to share best practices with each other and to learn from the vast experience these leaders have accumulated over the years of successfully traveling the world.

It goes without question that no one knows your child better than you - a parent or guardian. Likewise, I would argue that no one better understands the needs of a traveling delegation then our leaders, who successfully travel to different parts of the world each year.

• In both Texas and Boston (two of the conferences I attended), I was slightly surprised when - after I asked who was a new leader traveling with us for the first time - just a few hands rose.
  


• I then asked those that have traveled with us for more than 5 years to raise their hands ... and the room was filled as hands shot up in pride.
  


• We played this game for a little while longer recognizing the large amount that had traveled for more than 10, then 15, then 20 years.
  

Ms. Barb Capozzi is one such leader having traveled for 20 years. Barb wears many hats as she also serves as an Area Director for People to People and is the Vice Chair on the Board of Directors and Board of Trustees for People to People International. I asked Barb if she would like to share any feedback from the leaders who attended one of these conferences, and she provided me with quite a few! It occurred to me that these comments are worth sharing here, to give some insight as to why the Spring Leadership Conference is so important to us here at the program office.

Quotes from People to People Teacher Leaders:

"I received some really good ideas and techniques that will be helpful during travel this summer. It is always helpful to hear ideas from other leaders. Also, it was very valuable to have the Health & Safety Team explain what they are doing to assure safety for the delegates and leaders. The information received will be passed along to help reassure the parents that their child is in good hands. I felt the conference was very beneficial." Ruth Irving

"As a delegation leader who has traveled with People to People for 14 years, I have always spoken highly of the program; especially the safety aspects. After attending the conference and hearing from the people that work at the program office, I have a better understanding and can relay the message about the research, time and effort that goes on continually to ensure a safe and quality program." Mary Ann Lauricella

"After working with the People to People organization for ten years I am still amazed at the quality of the programs and the amount of support that is available to make these programs be a success. As I have these opportunities to meet other leaders and hear the wonderful and innovative things they do to make their delegation run more smoothly I am constantly incorporating these best practices and feel that our programs only get better and better." Charlie Herwick

"Having the opportunity to meet and spend time with fellow leaders is always a great experience. I feel inspired when I hear about travel stories and the passion that fellow leaders have for travel and their students. A true inspiration was hearing the alumni student speak about how her People to People experiences have impacted her and their entire family! A great story to share with parents and students." Lora Yanuavich

"The conference gave me a better understanding of how the Health & Safety Department works. Mike's speech was very helpful. I now understand the importance of filing an incident report, contacting the Health & Safety Department when needed, and the importance of the GPS phone in helping to locate the delegation." Twyla Edward

"I am always amazed by the leaders and delegates I am privileged to work with through People to People. It is so motivating to hear the success stories of growth, knowledge, and exchange that have occurred because of these programs. The talent and experience we are surrounded by is priceless. I like that we always put safety first! I like to think of the program as being safe, educational and fun!" Sue Olekoski

"It was great to be able to meet with approximately two hundred delegation leaders who have traveled with students all over the world and sharing their best strategies for keeping students safe while having the time of their lives. It was the greatest education I could have ever asked for. It was like gaining years of experience in one weekend. In addition, I feel I now have an even better working knowledge of the People to People organization and know with confidence exactly who to contact with any issue that may arise." Emily Bayzon

"By meeting together we had the opportunity to share stories, improve programs and share what works and what doesn't to help make ourselves better leaders, People to People a stronger organization, and to ultimately provide improvements to an already stellar program that offers life changing experiences to the students who travel with us. Our leadership development weekend consisted of hundreds of experiences, thousands of miles, countless stories spanning several continents and many hearts, collected in one room with the intention to grow from a weekend spent with like-minded international neighbors. The conference was led by an all-star staff and consisted of delegation leaders from around the US. We were given the opportunity to meet and talk about our experiences and how we could grow as leaders. The weekend also provided the Student Ambassador program an opportunity to learn and continue to excel as the leading and premier educational travel program, not only in America, but in the world. The willingness of the delegation leaders to take the time to meet and grow as leaders was only matched by People to People's openness to our feedback and incredibly quick action to change and improve. This weekend was an invaluable resource to us as leaders and to People to People as an ever changing and progressive organization. I am honored to have the opportunity to share in the history and inspiration of the weekend and hope to participate in further leadership development sessions in the future." Brandon Herwick

At the program office, we place great value on each and every one of these leaders and the vast amount of knowledge they have accumulated over the years. The fact is we just could not deliver the same high quality and unique programs without their dedication, passion and commitment to the overall mission and values of People to People Ambassador Programs. This conference gave us the opportunity to thank them and the intimate venue provided the perfect setting to share stories and learning from each other. It enabled each one of us the ability to pass on to the next generation of leaders who have joined us.

As always, I wish you all safe travels and a healthy life!

Mike Bowers
Senior Director of Health & Safety

Proper Training of our Delegation Managers is another key to our success

We often reference the great amount of training each leader goes through each year prior to traveling (I've already written four blog posts on this subject). Our leaders are the teachers who ensure that our programs becomes extensions of the classrooms—focused on the educational and developmental aspects of students on our program and ultimately the safety of the students.

Part of what makes our Teacher Leaders effective that way, is that we pair them with Delegation Managers who are focused on providing the best experiences for the students at the locations they visit, so the teacher does not have to worry about that. Like our teacher leaders, Delegation Managers go through extensive training that is tailored based on the cultural diversity of the country. We would like to share with you what that training entails.

(Photo of our recent DM training in Beijing - more on that below.)

What is a Delegation Manager?

They are not just a tour guide. We prefer to refer to them as "Delegation Managers" because we think this title better reflects their role and responsibility on each program. They are not just a tour guide.

In addition to guiding the delegation for the entire length of the program, DMs also call ahead to make sure restaurant reservations are in place, work with any attraction we plan to visit to ensure our delegations have limited wait times, collaborate with the hotel management to ensure a smooth check-in and check-out progress, and act as safety specialists in everything our delegation does. If a member of the delegation isn’t feeling well, they know exactly where the closest clinic is to seek immediate medical attention. They are a lot of fun to be around and help the students learn more about the local culture and history of the area visited.

How are they trained?
The interview process to become a People to People Delegation Manager is a rigorous process and includes language tests (most DM’s must speak their home language, English, and at least one other language). They make presentations on the countries to be visited, the culture, and even a presentation on the foods in that area. This is all during the interview process before they are even selected. Many apply but only the best are chosen.

Once a Delegation Managers is selected, they then must complete an 8 to 10 day training program which includes things like:

• First aid response and Crisis Management plans.
• Fun ways to pass the time while travel between major attractions.
• Teamwork between bus driver, delegation leader and the delegation manager
• Hotel and Restaurant Check In / Check Out
• Conducting Home stay meetings
• Effective communication
  
• Navigation systems
• Practice on the motor coach
• Use of micro phone
• How to conduct safe group travel (especially in metro areas)
  

...And then even more training.

Once a DM completes the local training, they then begin real life touring and practice of the program. Once all the local training is complete and personal back ground checks are done, People to People Ambassador Programs sends one of our many Program Managers around the world to deliver very detailed training specific to that region.

Our U.S.-based Program Managers are responsible for each region of the world to ensure every detail is in place. It is this level of attention to detail that allows us to differentiate our programs from others. Each spring the Program Managers pack up and travel to the countries they represent to deliver very specific training related to the upcoming season. This is in addition to the People to People Ambassador Program on-line training each DM must complete. Greg Marcinkowski, Vice President of Travel Services and I had the opportunity to deliver that very training two weeks ago in Beijing, China.

That's Greg pictured above/left.


In this training we carefully explain how to create a team between the DM and the Teacher Leaders who travel with the students. We review our key safety processes that reduce the possibility of any unwanted event from happening, and we review past situations so we all have an opportunity to learn from our best practices.

These are no small events: our recent training in Beijing had well over 100 people in attendance and the agenda was packed full for all three days. Greg and I both shared important information and details about our delegations so that when the students arrive this summer, everyone is prepared and ready to help them have a life changing experience.



And that's me at the Beijing training, above.

As always, I wish you all safe travels and a healthy life!

Mike Bowers

Senior Director of Health & Safety

The book on the top of our “Best Seller” list

Ok, it’s not really on the best sellers list and in fact, you can’t buy it at all. For those that are involved with delivering the People to People Ambassador Programs experience, it is most definitely on our “Must Read” list. I’m talking about the Ambassador Leader Travel Handbook that every leader who participates on our programs receives. They are now anxiously awaiting the arrival of the 2011 edition.

That's me with the Travel Handbook.

Leader Training
Each leader at People to People Ambassador Programs completes online training, similar to the ones completed by our students yet far more comprehensive. In addition, these leaders also come together in the fall to meet with their local Area Directors to receive hands-on training. Then in the spring prior to travel the leaders again come together, this time to focus on training specific to safely and effectively traveling around the world with forty eager and wonderful Student Ambassadors.

The Ambassador Leader Travel Handbook
The Ambassador Leader Travel Handbook has been around for years and is sent to every leader during the winter months. Each leader is required to read the manual from cover-to-cover prior to the in-person training so that they are fully up-to-date on any and all policy changes that may have taken place during the revision period. They then keep the Ambassador Leader Travel Handbook with them to refer to it during the actual program.

Revision Period
Immediately after the final student programs return home, The Delegate Care team lock themselves up in a room so they can review every single situation that came up during the travel season. Then they look to the Ambassador Leader Travel Handbook and determine how to edit, re-write, or in the event the issue is not already addressed, add a new policy to cover the new found situation. With over 40 years experience traveling students on these life changing adventures we have seen an incredible array of situations that can come up but we are always open for any new information that will help us be even more successful in caring for your child. We then spend the next couple of months reviewing this handbook to make sure it provides clear direction to the leaders to ensure the safest and most enjoyable travel experience for our students.

Examples of the Content
For example, on page 11, a leader can read about how to strengthen the bond and teamwork among the four leaders on the program. On page 14-18 you will find a “Checklist for Success” designed to support the leaders and outline the best methods for communicating with the Delegation Manager. On page 19 you will find the “No alcohol policy for all leaders.” All of chapter 4 is dedicated to helping the leaders deal with performance situations like what to do with a picky eater, or when can cell phones and iPods be used. Based on our many years of experience traveling students we have seen how many things students can come up with and we have a policy in this handbook for addressing the issue. Chapter 5 deals with “Safety Day-to-Day” and chapter 6 guides the leader through the process of seeking medical attention when it is called for. When a situation comes up with an ill child, we talk with the parents and when needed, take the student to a medical professional to clearly understand what the problem is.

Last year we had a few different students with more serious issue like being diagnosed with diabetes or epilepsy right on program. In these cases the leader did exactly what they are trained to do. They noticed a problem with the student and immediately contacted the program office. We then worked with the families and quickly made arrangements to have the child seen by a medical professional and the diagnosis was made. The book goes on to cover first-aid tips, accommodations, insurance information as well as pages and pages of very useful information for these leaders.


The Ambassador Leader Travel Handbook serves as our comprehensive resource for leaders to ensure that every student that travels on a People to People Ambassador program is safe and well cared for while in our care.


With that, I wish you all safe travels and a healthy life.


Mike Bowers
Senior Director of Health and Safety

Preparations for a Fantastic 2010 Season

I can’t help but be excited about the launch of our 2010 travel season, and I’m sure you are all feeling the same way around your own homes. It all starts for us in just 8 days as our first delegations depart on June 2!

All of us here in our Spokane program offices, along with our many partners that we work closely with around the world, are very busy putting the final touches on our programs in preparation for the summer travel season. To get ready for the travel season we’ve put in hours of preseason training just to make sure we are on top of every aspect of the travel experience. We also spend a great deal of time preparing for the less–likely and unexpected events that occasionally pop up while on program so that we are ready for most anything.

Annual Leader University
A big preseason training opportunity happened just a few weeks ago when we invited all of our area directors and many teacher leaders to Spokane for our Annual Leader University. Each area director is responsible for a number of leaders within their region or home area. These people recruit, train, and manage their assigned leaders throughout the year. Twice a year, generally in the fall and spring, the area directors bring together all the leaders in their region. Normally the fall training focuses on preparation for the enrollment and interview process for the next season, but much of the training agenda is reserved for sharing best practices, updates on all policy changes, and a review of safety protocols we instill in our leaders. In the spring, the area directors bring all the leaders together for the last group training with a focus on ensuring that every leader is updated on the latest procedural information so that programs go off without a hitch!

This year we expanded our conference to three full days. The first day was dedicated to new area directors. We are pleased to say that most of our area directors have been with us for many years, so the opportunity to step into one of these roles is very limited. Each of these new area directors (ADs) has been a leader on our programs for many years and has earned the privilege of stepping into the area director position. We provide them the additional training before the veteran ADs come to town in order to bring the new area directors up to speed on information they will need to be successful.

The next two days are jampacked with information presented in a train–the–trainer format. A vast amount of information is shared for these ADs to take back to the teacher leaders in their areas. This network of training sessions ensures everyone in the organization - from the president to every single teacher leader - is on the exact same page. At the conference, every single person involved with the management or training of a teacher leader was in the same room hearing the same thing at the same time. We firmly believe that this translates into a higher degree of consistency in how each program operates no matter what part of the world the delegation travels to.

This year we had much new information to share. We conducted training sessions on everything from new changes in 2010 for the Americans with Disabilities Act to how to handle a coaching opportunity with a student who has trouble following the expectations set out prior to the program.

Leading the Way with New Tools
We also introduced new tools like the newly revised Leader Travel Handbook and our GPS–equipped cell phones. Each delegation carries no fewer than four phones on each motor coach: one with our delegation manager, one with the motor–coach driver, and two held by the leaders escorting the students on the program. This year, one of the two phones used by the leaders is equipped with GPS technology. Having this system on our phones allows us to pinpoint within feet exactly where every delegation is at any given point in time. Amazing!

We believe we are the first educational travel organization to introduce this technology on all of programs. Over time, it is our hope that other travel organizations will follow. Clearly, having the ability to know exactly where all delegations are at all times provides our students, their families, and all of us with a greater degree of security and safety for our students and leaders. If an unexpected event were to happen around the world, we could instantly check the locations of our groups and direct them out of harm’s way before a problem developed.

Be Prepared
These events rarely happen, but back in the summer of 2005 there was such an event when a bombing occurred in London. People to People Ambassador Programs had 2,500 students in the U.K. at the time, and, of those, 524 were in the London area. Working with our partners, we were able to quickly inventory every delegation to ensure their well-being and move them all out of the area very quickly. All of this happened in less than 30 minutes! During an event like that, every minute counts, and this is exactly why we have made the investment in the new GPS tracking technology. If a similar event were to happen in the future, we could simply pull up our screen and see exactly where each and every group was located.

With the software developed by Cellhire, our cell–phone–rental partner, we can literally see the road a delegation is standing on with a pin mark bearing the name of the leader who is carrying the phone. By use of phone and SMS messaging, we can then simply provide directions to exit any area that poses any type of threat. We piloted this system last season with great success on approximately 70 programs, and this year we are rolling it out to every group.

This type of phone is also available to rent for the student. Parents can even sign up with Cellhire for a minimal fee and be given access to track their child. By using the street–view option, parents can even see many of the wonderful places students will see! To find out more about phone rentals and the types of equipment available, just go to www.cellhire.com/ambassador. Cellhire has many other phone options, but I have to admit after working with these GPS phones - they are pretty cool!

Until next time, I’m wishing you safe and happy travels,

Mike

Safety First on the Mountain and Abroad

In addition to my duties as the senior director of health and safety for People to People Ambassador Programs, I also deal with health and safety issues in my personal life. Every Friday night, I serve as a ski patroller at Mount Spokane Ski and Snowboard Park. On the mountain, my role is to serve as a friendly host for mountain management, and to respond to any customer who has fallen or is injured. My first introduction to the ski patrol happened when I lived in Minnesota at the famous Buck Hill, where Olympic Gold Medalist Lindsey Vonn got her start.
I bring up Buck Hill not because of the connection to Mrs. Vonn or the many other champions that learned to race on this small hill, but instead to share an important lesson I learned there. This lesson has had a direct impact on what I do today for People to People Ambassador Programs; more specifically, on how our teacher leaders are trained.

That's Not Your Name!
One night, while in the aid room of the Ski Patrol building at Buck Hill, I found myself in conversation with a medical doctor who also happened to be a patroller at Buck Hill. The patroller’s name tag was not the name I knew, and I had to know the reason behind his deception. I asked him, “Why do you have that name on your name tag? That’s not your name!” His answer was that in his daily life he is an orthopedic surgeon, but when he is on the mountain, his role is to perform as a ski patroller, not a doctor. The reason he changed his name tag and went by a completely different name while on duty was his way of reminding himself that he is only to perform the duties and skills a regular patroller is expected to perform.
At the time I didn’t grasp the magnitude of what he was saying; in fact, I found it a little strange. This man possessed the knowledge and skills to perform corrective surgery right on the hill, but deliberately chose not to. In hindsight, I should have known better, as this topic was covered as part of my initial training at Buck Hill, and it came up again when I went through the entire Outdoor Emergency Care Course (OEC) to become a patroller for Mount Spokane.

Leader Roles and Requirements
At People to People Ambassador Programs, our teacher leaders face a similar dilemma. Many of our leaders are school nurses or student counselors in their normal role as a teacher, but when they are on our program they are responsible for the health, safety, and guardianship of your child. In this role they are trained to only perform the duties expected and required of our leaders.

Each of our leaders completes a grueling application process to become a People to People Ambassador Programs teacher leader. This process includes the application process, letters of recommendation, and a background check that must be updated on a regular basis. They must also complete hands-on CPR training annually, a complex set of annual on-line training modules including competency testing, and in-person group training provided by our local area directors. These individuals are highly trained by our organization and bring to the role their countless years of experience in the classroom educating and developing young talent. But if a situation arises on program where a student needs medical attention, or some form of counseling, these teachers will contact our program office and the on-call team that stands ready 24 hours a day, seven days a week to support them and receive guidance on the next steps to be taken. They will most always be instructed to seek professional medical attention so that we know without a doubt how to treat the problem.

Much like the patroller at Buck Hill, a teacher leader may possess the skills to address the more serious issues that come up, but will instead stay within the definition of the role of a teacher leader and in that role, move to expediently transport the student into the professional medical emergency response system (EMS).

Our Policy
At People to People Ambassador Programs, we think this is the best method for handling serious situations, not a small scratch or bump. If something minor needs treatment, a leader will address that situation using one of the travel first-aid kits we provide to each primary leader. The larger situations I am referring to are highly unlikely, yet more serious situations where we want a medical professional’s opinion. Once in the EMS system, we can then leverage our relationship with On-Call International. They provide our organization with interpreters who connect a doctor on the On-Call staff with the physician treating the student abroad. This way, we get accurate and reliable information in a timely manner so that we can keep the family back home informed while ensuring the student is in safe hands.

I’m not saying that any of our teacher leaders has changed his or her name while on program. I’m merely using a rather extreme example to convey my point: our teacher leaders stand ready to respond to any situation. They are highly trained, and in the unlikely event that a serious situation arises, they know to perform to the level required of a teacher leader, and to quickly, calmly, and efficiently transport any student to a medical facility if there is any doubt about the student’s condition.

Until next time, wishing you safe and happy travels!

Mike