McCormick Institute for Early Childhood

BY Kathy Rousseau | March 6, 2015

A woman wearing glasses and a suit is smiling in front of a flag.

Sim Loh is a family partnership coordinator at Children’s Village, a nationally-accredited Keystone 4 STARS early learning and school-age enrichment program in Philadelphia, Pennsylvania, serving about 350 children. She supports children and families, including non-English speaking families of immigrant status, by ensuring equitable access to education, health, employment, and legal information and resources on a day-to-day basis. She is a member of the Children First Racial Equity Early Childhood Education Provider Council, a community member representative of Philadelphia School District Multilingual Advisory Council, and a board member of Historic Philadelphia.


Sim explains, “I ensure families know their rights and educate them on ways to speak up for themselves and request for interpretation/translation services. I share families’ stories and experiences with legislators and decision-makers so that their needs are understood. Attending Leadership Connections will help me strengthen and grow my skills in all domains by interacting with and hearing from experienced leaders in different positions. With newly acquired skills, I seek to learn about the systems level while paying close attention to the accessibility and barriers of different systems and resources and their impacts on young children and their families.”

This document may be printed, photocopied, and disseminated freely with attribution. All content is the property of the McCormick Center for Early Childhood Leadership.

Years ago, I earned my living waiting tables at a high-end restaurant. If a VIP was seated in my section, the host would inevitably say, “That is so and so, make sure they get excellent service.” I was always tempted to ask him to clarify which table, so that I wouldn’t mistakenly provide excellent service to the wrong customer. Everyone seated in my section deserved excellent service regardless of their celebrity status. I’m happy to report that I learned from that experience. 


Today, I’m the first point of contact at our organization. Thanks to that restaurant host, I know the importance of being polite and gracious to each and every person walking through the door or calling on the phone. 


Great customer service is critical to your early childhood program, too. Whether a visiting board member or community leader, a parent, or a delivery person, they all play a key role in your early childhood program and they all deserve the same degree of customer service. 


CREATING A VIP EXPERIENCE


Following are a few tips to help make visitors feel welcome:


Always Extend a Greeting
“Hello, welcome to….. My name is…. How can I help you?” 


Phone Calls are Important, but…
If you are on the phone when someone walks in the door, look up and acknowledge their presence and, if possible, excuse yourself from the call long enough to extend a greeting and let them know you will be with them shortly. 


A Smile Goes a Long Way
There are difficult people in this world but I love turning them around by “killing them with kindness.” It is my experience that even the toughest of them will crumble when confronted with a smile, respect, and kindness. If you look pleased to see them, they will feel happy to come through your door. 


That Smile Can Be Sensed Over the Phone
Even though you can’t be seen, it doesn’t mean that people don’t pick up on your mood while you’re on the phone. A smile and pleasant demeanor are just as important when you are on the phone as they are in person. 


Call People by Name
It pays to ask for a name. (I recommend writing it down so you don’t have to ask twice.) Most everyone loves the sound of their own name and using first names makes people feel important and welcomed. 


Offer Assistance to Waiting Guests
If a parent or other guest is waiting to talk to a teacher or other staff member, take their coat, offer them a glass of water or a cup of coffee, and let them know the location of the restrooms so they don’t have to ask. 


Market Your Program
This is also a great opportunity to give them information about your organization to read while they are waiting. Not only does this help them learn about your organization but it also relieves the discomfort of sitting there staring into space. 


Kathy Rousseau is an Administrative Assistant at the McCormick Center for Early Childhood Leadership. She serves as receptionist and is the first point of contact for most people visiting or calling into the Center. Her background in Public Relations makes her a good fit for this position.

By Cara Murdoch and Sherry Rocha December 12, 2025
By Cara Murdoch and Sherry Rocha Community collaborations can strengthen your early childhood program, expand services for families, and increase your visibility and credibility as a trusted resource in the community. But effective partnerships don’t begin with a phone call—they start with a plan. Start with internal planning Before reaching out to community members or organizations, gather insights from your internal team. Hold a brief planning meeting to discuss goals, identify needs, and build a shared vision for collaboration. Consider including: Members of your board of directors or advisory board Program staff members Interested family members and parents of enrolled children. REVISIT your mission and goals A clear, shared understanding of your program’s purpose will guide effective partnerships. Before reaching out to community members or organizations, gather insights from your internal team. Hold a brief planning meeting to discuss goals, identify needs, and build a shared vision for collaboration. Consider including: What is your mission? What strengths and expertise do we bring to the community? What challenges do our enrolled families face? What support or resources would be most helpful? What can we offer potential partners in return? Clarity about these questions will ensure that your outreach to community members and organizations is focused and meaningful. Learn about local resources Begin exploring the services and organizations that exist in your community. These may become valuable referral partners or direct collaborators. Examples include: Early intervention services Family support agencies Mental health providers Multilingual tax-preparation volunteers Knowing these resources helps you connect families with the help they need. share your space and services Your early childhood center may be a valuable asset for other groups. Consider offering your space to other programs or groups to strengthen your role as a community hub. Possibilities include: Scouting America or Girl Scout meetings Parenting workshops or support groups Health screenings or nutrition programs Community committee meetings participate in community events Raising visibility in your community opens doors to partnership. Become involved in: Neighborhood clean-up days Local fairs or festivals Library literacy events Cultural celebrations School district events These types of interactions naturally build trust and relationships. build and expand your network Partnerships often begin with small conversations or shared goals. Stay curious and connected—the more people you meet, the more opportunities arise. Potential collaborators include: Museums Public libraries Human services departments Colleges and universities Local schools Cooperative Extension services Hospitals and clinics Banks and financial advisors Mental health agencies Early intervention programs Remember: partnerships are mutually beneficial Successful collaborations are built on: Clear communication Shared goals Appreciation for each other’s strengths A commitment to supporting families and the community Whether the support you receive is financial, advisory, or educational, strong partnerships help everyone thrive. A final thought Community partnerships don’t happen overnight. With the proper planning, your early childhood program can become a powerful and connected resource in your neighborhood. Start small, stay open to ideas, and let relationships grow.
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