HMH 2021-2024 Strategic Plan

SECURITY OBJECTIVES Improve security to enhance our constituency experience

VISITOR/VOLUNTEER SERVICES OBJECTIVES Offer a range of meaningful experiences for our diverse constituents

INITIATIVES • Enhance parking lot security for special events • Form a Museum District security consortium to share information and intelligence to improve guest security

INITIATIVES • Re-imagine onsite and virtual tour offerings • Implement an exit survey • Determine next steps to become a cashless institution • Create a space in the Museum for visitors to leave written feedback and/or questions that could be answered via email • Determine Corporate Motivation for free Saturdays once a month • Incorporate a higher level of technology in visitor experiences (QR codes, engage with phones, etc.) • Develop a HMH Visitors/Volunteer Services Podcast to reach our audiences in a different way • Implement concrete policy and procedure to clarify our internal language as well as set boundaries and expectations for staff, Visitors/Volunteer Services alike • Mandate interdepartmental collaboration with Visitors/Volunteer Services when originating events • Reorganization of administrative space needed so each team member has a dedicated workspace to complete necessary tasks that ensure the department runs smoothly • Implement “Meetingless Monday” to ensure administrative tasks are completed with thoughtful consideration INITIATIVES • Create full-time role of Visitor Services Coordinator responsible for floor management as well as specialized administrative areas within Visitor/Volunteer Services (Volunteers, Visitors, Retail, Technology) • Create part-time role of Docent Program Coordinator to serve as liaison between Education and Volunteer Services to support and facilitate the HMH Docent Program • Secure and train younger and more culturally diverse docents/volunteers • Maintain Museum’s roots of being founded by Holocaust Survivors • Develop culturally significant community centered events with diverse educational opportunities as well as immersive experiences for visitors • Originate and implement HMH branded customer service training to be co-created by heads of Visitors/Volunteer Services, Security, Marketing and Education for consistency amongst all staff INITIATIVES • Re-imagine operating hours

CONSTITUENCY OPERATIONS LEARNING & GROWTH OBJECTIVES

CONSTITUENCY OPERATIONS LEARNING & GROWTH

INITIATIVES • Improve guest experience; through efficient professional training • Establish Emergency Action Plans and Fire Prevention standards • Implement conflict mitigation • Conduct work area safety inspections and ensure HMH is clear of any safety hazards that could possibly endanger our guests • Train staff on specific safety and health aspects of their workplace and ensure that proper PPE is utilized when needed • Conduct fire drills and emergency exercises with HPD and HFD partners • Offer career development training for new and current staff • Maintain active safety and training records for the staff that work with any form of power tools and electrical equipment. Through record keeping ensure that all certifications are kept current. Strive to maintain an injury-free workplace • Upgrade surveillance camera system, biometrics • Remove any hazardous materials from within HMH and comply with OSHA standards for its storage

Improve team members’ skills in areas critical to departmental success Streamline processing while maintaining security awareness Improve our team’s ability to work outside of their comfort zone Adopt a safety culture within HMH to protect the safety and health of all HMH staff, contractors, and constituents Ensure that all OSHA standards and workers’ rights are adhered to while protecting HMH from any form of civil liability

OBJECTIVES Streamline Interdepartmental Standard Operating Procedures Improve Intradepartmental Communication

OBJECTIVES Develop appropriate staffing strategy for Visitor/Volunteer Services Put people at the core of everything HMH does

OBJECTIVES Promote positive constituent interactions

INITIATIVES • Include diversity and sensitivity training to improve the constituent experience

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