Community Futures is a program of the Government of Canada (PrairiesCan), mandated to offer three core business services (business coaching, business training and business financing). Community Futures is also mandated to engage in community economic development (CED) through projects and partnerships.
The Drum Discovery project has been a very positive example of local organizations working together to find a solution for a problem. The project partners are Community Futures Big Country (CFBC), Drumheller & District Chamber of Commerce, Travel Drumheller, Town of Drumheller (Community Development & Social Planning) and MH Enterprises. The Royal Tyrrell Museum has provided the customer service training component, based on the program they provide to their own employees.
The project partners originally met in late 2020 to brainstorm a project that would be valuable to the community, with initial funding from Community Futures Big Country. After some discussion, everyone agreed that a customer service training program would be valuable for businesses and staff in the region. The idea that emerged from that meeting became Drum Discovery, with the intention to help create “Ambassadors of the Valley”, who would learn customer care skills to help guests make the most of their time in Drumheller. The Ambassadors would also learn about local community supports, to help increase the confidence and sense of belonging of local citizens, sharing a passion for the Valley and area. In January 2021, CFBC committed to provide up to $10,000 and staff resources to help develop and promote the project.
Since the beginning, the project partners have had great synergy. Each member takes responsibility for tasks, uses their knowledge and network to move the project forward and achieve its goals. The partners planned to launch the program in spring 2021, until COVID re-emerged and we had to downsize our plans. In June, 2021 the project was able to provide online customer service training (facilitated by Royal Tyrrell Museum) to 28 participants, representing 12 employers.
The following year, we were able to present the 2-day training on May 24 and 25, 2022 and recognize 21 participants with certificates at the first “toquing ceremony”.
The current session ran May 16 and May 17, 2023 as a full day familiarization bus tour, followed by a half day of customer service training. Participants provided very positive feedback. Mayor Heather Colberg helped with the toquing ceremony for 28 participants.
The success of the project has been the collaboration between the partner organizations. Moving into the future, in January, 2023, CFBC agreed to contribute additional funds to support a contract project coordinator position, which will be contracted through Travel Drumheller to leverage funding they are able to access. The new contractor has been hired for July – December, 2023 to develop more program content and run additional sessions later in the year.
Watch for Drum Discovery again this fall – September 22 and 23, 2023! Online registration available at https://beeid.org/1716775c0515
