Nonprofit Town Hall
Client: A nonprofit organization in Phoenix, AZ
Project Summary: A nonprofit organization was facing internal tension due to a lack of transparency between its leadership and members. Members expressed concerns about the organization’s financial health and felt unsupported, while day-to-day operations had become reactive and fragmented. I was brought in to design and facilitate a process that would rebuild trust, surface concerns, and engage members in solution-building. The goal was not just to address immediate issues but to empower members with the clarity and structure needed to co-create a more sustainable path forward.
My Role: I led the end-to-end design and facilitation of the engagement process, beginning with needs assessment and data collection and culminating in a member-led Town Hall. I also developed a sustainable feedback loop to support continued communication between members and leadership.
Approach: I began by gathering input from both members and clients through two anonymous surveys, designed to surface patterns in perception, satisfaction, and concerns. The results were synthesized into a findings report that highlighted major themes - lack of transparency, reactive operations, and financial unease. This report served as a foundation for honest dialogue and shared understanding.
To give members a voice while maintaining psychological safety, I created a process for them to submit questions in advance of a live Town Hall. During the event, leadership responded directly to these concerns in front of the full membership. This format allowed for honest conversation while maintaining structure and respect on both sides.
Following the Town Hall, I introduced an ongoing system for members to submit suggestions and ideas for organizational improvement. Rather than simply delivering recommendations myself, I facilitated a process where members were equipped with context, data, and clarity - so they could actively participate in generating solutions. This approach strengthened buy-in and created a foundation for shared accountability and sustainable change. I implemented the following strategies:
Survey design and synthesis
Facilitation for transparency and trust-building
Collaborative problem-solving
Community engagement and empowerment
Dialogic frameworks (e.g., town hall-style dialogue, anonymous Q&A)
Outcomes: The Town Hall improved communication and transparency between members and leadership, reducing tensions and building trust. Members felt more informed and empowered, while the ongoing feedback system generated actionable suggestions. This process fostered greater member engagement and strengthened the organization’s culture of collaboration and accountability.
Testimonial:
“The Town Hall process transformed how our members and leadership communicate. It created a space for honest conversation and real solutions, and we now feel more connected and confident in the organization’s direction.”
- Executive Director
