Concordia Plan Services (CPS) provides benefits programs to the Lutheran Church Missouri Synod, serving over 6,000 congregations, schools, universities and seminaries, representing 100,000 individuals. CPS turned to Padilla when preparing to announce several changes to its retirement benefit program.
The organization was concerned that, if not thoughtfully communicated, the plan changes would generate uncertainty and anxiety with plan participants and their employees.
Padilla created a multi-channel communication approach rooted in awareness-to-adoption psychology, designed to first bolster church-worker understanding of current market realities, then carefully address CPS' need to adapt.
We built and executed a plan around three central needs: arm CPS management with the right tools, train key employees to effectively communicate the changes, and help them maintain communication momentum.
After the pension plan changes were announced, call-center and face-to-face engagement with those affected confirmed that most understood the need for changes and appreciated CPS’ diligence and thoughtfulness in addressing a tough topic.