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Earlier this week, an Intrepid CU social post about their CARES program caught our eye. So we asked Lyn Walker, the credit union's Real Estate Business Development Officer, to tell us more. Here's the amazing story she shared:

Intrepid CARES began in 2017 as a way to formalize what had already been true about the credit union for decades — that community service, charitable giving, and volunteerism are core to our identity, not side projects. Since then, CARES has grown into a structured, values‑driven framework that guides how Intrepid CU invests in human services, community development, education and financial literacy, and employee volunteerism.

It demonstrates that when a credit union intentionally organizes its giving, it amplifies its impact, strengthens trust, and deepens its role as a community anchor. Every credit union should have a similar program because structured philanthropy turns cooperative principles into visible action — ensuring donations are purposeful, volunteerism is encouraged, and community partnerships are aligned with the mission of people helping people.

Intrepid CARES reflects the way we show up for Montana all year long, supporting everything from major community traditions like Symphony Under the Stars, the Billings Symphony, Catapalooza, downtown festivals, Farmer's Market, the Governor’s Cup, NAMI Walk, to deeply impactful organizations such as Rocky Mountain Development Council, Habitat for Humanity, Shodair, HRDC, St. John’s Foundation, and RiverStone Health through the FHLB Member Impact Fund.

We rally volunteers for beloved local events, stand behind our hospitals and Hometown Saints, and invest in family‑focused gatherings like Family Fun Fest. We also lift up smaller but equally meaningful causes — local fire departments, Cancer Support Community, building industry groups, realtor organizations, and countless others.

We may not track every act of service as closely as we should, but that’s because we aren’t doing any of it for recognition. We do it because supporting our communities, in ways big and small, is simply who we are and what matters most to us.

That's the #CUDifference!

Lessons from the Front Line

One of the privileges of serving as a CEO is having the opportunity to see the organization from 30,000 feet. We focus on strategy, industry trends, partnerships, advocacy, growth opportunities, and the long-term future of the credit union movement. But some of the most important leadership lessons are not found in the boardroom. They are found on the front line. I saw this firsthand last week as I visited several credit unions in Billings.

Every day, tellers, member service representatives, lenders, contact center staff, and branch teams have conversations that reveal what members are experiencing in real time. They hear the questions, solve the problems, celebrate the successes, and build the relationships that define our cooperative difference. While CEOs often focus on where the organization is going, front-line employees provide invaluable insight into what members need right now. Simply stated, they are improving the financial lives of Montanans.

The best leaders I've known never outgrow their curiosity about the member experience. They spend time in branches. They listen to calls. They ask questions. They look for patterns. Most importantly, they remember that strategy is only effective when it reflects the realities facing members and employees every day. During a recent team exercise, we partnered up and shared big rocks we are working on and brainstormed ways to help move these rocks forward. I saw perspectives from our team that I hadn’t considered before.

That lesson feels especially timely as we observe Cybersecurity Awareness Month. Cybersecurity is often viewed as a technology issue, but most successful defenses begin with people. The front line frequently serves as the first line of defense. Team members are often the first to notice unusual account activity, identify social engineering attempts, answer member questions about fraud, or help prevent scams before damage occurs. America’s Credit Unions recently launched their Cybersecurity, Fraud, and Vendor Risk Resources hub, which provides credit unions with tools, education, and guidance to strengthen prevention, preparedness, and responsiveness to cyber incidents and fraud.

Just as CEOs can learn from front-line staff, members often learn from them as well. A teller explaining the warning signs of a phishing attempt, a loan officer helping someone verify information before sharing personal data, or a member service representative encouraging stronger account security can make all the difference. Every interaction becomes an opportunity to build trust, educate members, and protect the financial well-being of our communities.

There is a leadership lesson in that reality. The people closest to the work often see risks, opportunities, and member needs before anyone else. In other words, those closest to the “pain” are often closest to the “solution.” Organizations that create channels for listening are often better prepared not only to serve members, but also to anticipate challenges and adapt to change.

As cooperative leaders, we should never lose touch with the front line. That's where culture is lived, where trust is built, and where the credit union difference comes to life every day. Whether the issue is member service, innovation, fraud prevention, or organizational growth, some of the best leadership insights are waiting across a teller line, at a member service desk, or in the next conversation with a team member serving our members.

This week, take a few minutes to connect with the front line. Ask what they're hearing. Ask what's working. Ask what's changing. You may discover that the most valuable strategic advice in your organization isn't found in a report. It's coming directly from the people serving members every day.

Great leaders don't just communicate direction. They listen for insight.

Enjoy your weekend.

Cooperatively,

Gerry