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Hurricane Harvey: A Week of Hell in Houston and How You Can Help by Jack Antonini, NACUSO CEO

It is such a strange feeling, as you prepare for a Hurricane, hoping it will not be as strong as predicted, praying for everyone in the path of the Hurricane, getting supplies to help you survive if you lose power or sustain damage … and all the while worrying about friends and family in the forecast path.  It’s a little bit excitement, since it is so unusual, combined with anxiety about the impending disaster, while trying to calm and convince those you love that everything will be okay.

One mile from Jack’s house in Conroe, TX

Last minute checks with our son and his family to be sure they were prepared, only to learn that the first 4 gas stations he went to were completely sold out of gas, and after an hour of searching and waiting in line he was finally able to fill up his vehicle at the 5th gas station the day before Hurricane Harvey made landfall in Texas, added to the feeling this might be bigger than we thought.

Finally we gathered around the TV to watch as the storm approached Texas and were amazed at how strong it became, reaching category 4 hurricane status with 130 mph winds and 938 mb of pressure, indicating it was one of the 20 strongest hurricanes of all time.  As we watched the weather people being beaten by wind and rain, and saw coastal cities record wind speeds of 120 – 132 mph, an ominous feeling crept into our subconscious.  Our reactions to what we were seeing went from “Wow, look at that!” to “Oh my God, that is terrible.”

We stayed up all night, watching the storm coverage, wincing every time we received a new Tornado Warning … the Emergency Notification on our phones would alert us, and then we would have to wait to see where it was impacting on TV.  As of 45 minutes after Harvey made landfall, 86,400 homes were without power.  We imagined how helpless we would feel in the dark, with no information about the raging storm right outside our door, and we prayed for the people who were going through this.

Finally relieved that the hurricane was not coming close to our house, and making sure our son’s family was safe, we collapsed in to bed Saturday morning.  A few hours later, when we got up to check on the storm, we discovered that Houston was experiencing severe flooding and Buffalo Bayou was expected to set a record flood depth and vehicles were already stranded in flood waters, and that over 1,000 high water rescues had taken place.  That ominous feeling grew stronger, and we were more acutely aware of the potential to be negatively affected by Hurricane Harvey.

An abandoned Houston Hobby Airport

After another sleepless night, reassuring my family that we would be okay, exhausted from worry and the weight of watching mother nature wreaking havoc on Texas, we went to bed.  When we awoke, we immediately got a storm update, only to learn that Houston was experiencing “massive flooding and torrential rains.”  After a drink to steady our nerves, we watched storm updates throughout the day and night, despite losing power several times, along with our internet connection.

By Monday, August 28th officials announced that both Houston airports would be closed through at least Wednesday, as the highways around Houston were flooded or the exits were impassable.  Forecasters were calling for another 15 inches of rain where we live, north of Houston, and another 20 inches of rain in Katy where our oldest son lives.  The high water rescues, which are occurring in areas that never previously flooded, are unbelievable, including:

4,000    Houston Fire Dept

2,000    Houston Police Dept

2,200    Harris Country Sherrif’s Dept

 1,500    U.S. Coast Guard

9,700    Total High Water Rescues reported as of Noon 8/30/17

People came from as far away as San Antonio and Louisiana with their personal boats and watercraft, bringing cases of water and other supplies, to help with rescues!  One “convoy” of 5 pick-up trucks pulling boats was spotted following Harris County Sherriff’s Deputies to areas where flood waters were rising and people needed to be rescued.  When the local news reported talking with the drivers in the first two trucks, the first was from Austin (165 miles W of Houston) and the second was from Carthage (220 miles NW of Houston), and they literally had no idea where they were or where they were going, they were simply following the Sherriff’s Deputies to locations where people needed help.

Over 30,000 people were in shelters in the greater Houston area on Monday evening, after their homes were flooded.  Thousands of cars and homes are under water, and over 350 areas in greater Houston are impassable due to dangerous high water conditions, making it very difficult to go anywhere.  Our friends from the east returned the favor of Texas providing shelter to hurricane Katrina victims, and over 200 members of the “Cajun Navy” came to Houston to help rescue flood victims with their personal boats.

By Monday, we were also finally seeing the heart-breaking pictures from Rockport, Fulton, Victoria and other areas that had suffered through hurricane Harvey’s 130 mph winds.  As one astonished reporter explained, there was not a single building in Rockport or Fulton that was not damaged, with most damaged beyond repair that would require tearing them down and rebuilding.

Late Monday or early on Tuesday, August 29th we learned that several rivers were going to exceed their historic flood levels, several by as much as 10’-12’ which will cause unimaginable damage.  On top of that, Lake Conroe (near where we live) was 5’ over “full pond” and in danger of going over the dam, which could cause significant damage to the dam itself and resulting damage to homes and business along the West Fork of the San Jacinto River, so they had to release record amounts of water flooding entire neighborhoods, especially since it was still raining.

Two large reservoirs (Addicks & Barker – 26,000 acres) had completely filled with water from the massive rains in Houston, and the Army Corps of Engineers were forced to use a controlled release after water began to “overspill” the Addicks reservoir, adding to the flooding along the Buffalo Bayou.  On top of the downstream flooding, 3,000 homes west of Addicks reservoirs flooded and another 1,000 west of Barker reservoir, where no prior flooding had ever occurred.

The County Judge in Galveston County said that they had received 43 inches of rain so far on Tuesday and their annual total is 49 inches, so they have received nearly a year of rain in 5 days, causing extensive flooding.  He was going through areas on an air boat that had been hard hit, and in Dickinson they were going OVER cars and trucks, since the water was 10′-12′ deep above the street they were going down.  He said that he was looking at some apartments that didn’t appear to be too damaged until he realized that it was the 2nd floor apartments he was looking at!!

Literally thousands of homes will have to be completely rebuilt from the flood damage, removing the flooring, replacing appliances, rewiring the electrical systems, tearing out the ruined drywall and insulation and replacing it, and some business owners had said it would be a year before they will be able to reopen, since they will have to tear down what’s left of their business and rebuild it.

On Wednesday August 30th over 32,000 people were in shelters and they are opening more, expecting victims from east Texas communities of Beaumont, that received over 20 inches of rain on Wednesday, after Tropical Storm Harvey made landfall again.

The amazing thing is the people who are volunteering to help.  I saw a truckload of food and supplies being unloaded at a Conroe ISD high school that good Samaritans sent down from Dallas.  They announced that a shelter in Fort Bend County needed clothing, bedding, cots, etc. for people who had to flee the rising water that was flooding their homes and had nothing but the wet clothes on their backs, and within an hour they had sufficient blankets, clothes, sleeping bags, pillows, etc. for the 500 people in the shelter from people who lived nearby and brought what they could to help.

We have watched amazing rescues, and two that really touched my heart included:

  • Saving a baby deer from Barker reservoir (it was happily snuggled in the fireman’s arms)
  • Two people who brought their canoe to help rescue people, went to the neighborhood early and discovered a man who was laying on his back with a young man doing compressions on his chest … they loaded him into their canoe, then got him to a pontoon boat that had 2 fireman on it, who continued the compressions, and by the time they got him to an ambulance, his heart was beating, and they had saved his life!!

I have to admit I was feeling very uneasy when I was finally able to venture out of our house and went to the grocery store only to see empty shelves, and gas stations closed with no fuel.  As of Wednesday, August 30th at Noon, there were:

  • 278,000 people without power in Texas
  • 32,000 people in evacuation shelters
  • 200 high water areas making highways and other thoroughfares impassable, down from 450 such blockages a on Monday

I honestly cannot imagine losing my home, and things most precious to me such as family photos, and winding up sleeping on a cot in a shelter with 500 to 5,000 other people … but that is exactly what thousands of people in Texas have experienced over the past 5 -6 days as Hurricane Harvey and the rain it brought devastated home after home, town after town.

With some areas receiving 52 inches of rain in Houston, this is one of the strongest and wettest hurricanes in history, causing such extensive flooding that the waters won’t recede until Labor Day in most of the rivers and bayous that are overflowing their banks into neighborhoods and people’s homes.  It will take months to recover, but in the credit union tradition of people helping people, we have seen incredible acts of love and compassion as people from all across the region, and from areas as far away as NYC, CA and FL have come to help the people of Texas.  Despite losing everything, we have seen people express their appreciation to their rescue teams, whether first responders or simple volunteers, who saved their lives.

We can make a difference in the lives of thousands who are facing the biggest, most stressful experience of their lives.  Contribute to Red Cross or CUAid.coop and you will have the satisfaction of knowing you are making a real difference in the lives of people who are truly in need of help.

Thank you to CO-OP Financial Services, PSCU and CU Direct, all NACUSO Platinum Partners for making significant donations to CUAid.  Your dedication to the credit union movement is inspiring.

 

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NACUSO Spotlight on new CUSO LenderClose

This month we are excited to feature a brand new CUSO and new NACUSO member, LenderClose. I think you’ll enjoy hearing how this company began.

PART ONE: Life Story and Experiences

What’s your current position and can you give me a brief overview of what it is you do in your work?

Omar Jordan, President/Founder

I am the President / Founder of LenderClose.

My day consists of talking to clients/staff/vendors/investors. I work 9 days a week and I enjoy every bit of it. You can say I spearhead the R&D segments of the business, sales, technology and customer service. But I wouldn’t be able to do any of it without having the right team alongside me.

What would you say most motivates you to do what you do? What are you most excited or passionate about?

My greatest joy is being part of someone’s success story. Whether it’s an employee we’ve promoted, a client we’ve helped restart or improve a process. As a culture at LenderClose we all believe in an impactful set of values. It begins with a simple formula: Take care of our clients, and it all comes full circle.

I want to hear the story of how you came to work with credit unions. What attracted you to work for LenderClose?

I’ve done my banking with Credit Unions since 1999. I’m very much a Credit Union guy. I have decades of experience in real estate and consumer lending. When the CFPB was formed in 2009, I knew Credit Unions were going to need help. That’s when I started LenderClose.

Our mission at LenderClose, is to help credit unions capture younger members, by developing state of the art technology to convert and “attract” more millennials in the decades ahead to ditch the banks for Credit Unions.

Now if we can go even further back, where did you grow up and what was it like living there? Where did you go to school?

Omar riding a “camel” with his daughter Isla

I was born in the country of Jordan. Jordan is the home of Dead Sea, Petra and the River of Jordan.

The people of Jordan have a great deal of pride in their heritage, history and culture. If you ever get a chance to visit, I highly encourage you to travel to Jordan. We spoil our guests from overseas.

I never forget where I’m from, However, home for me is Des Moines, Iowa. ?

I attended college in Orange County, California (Santiago Canyon College)

Who were your mentors along the way? People who deeply influenced who you are, what you believe in and what you’re committed to in your work and life? Tell me about them.

We all encounter individuals who help shape up our characters. I try to learn from other people’s mistakes and perhaps take the same path others took to success. Anyone with extreme work ethics is a winner in by book. I never count working hours in correlation to my success. I work until my body tells me to rest. I try to inspire others and in return that inspires me.

Finally, can you share something interesting about you that would surprise our readers? It can be anything, a hobby, an adventure, sports, the most embarrassing thing that’s ever happened to you, 

This is supposed to be the “funny” part. So, I would say that I rode a camel a couple of times in my life time.

Most embarrassing thing: Probably falling face down while golfing with clients, because the ground was wet. ?

PART TWO: The Business Story

Tell me the story of how your CUSO/Company was created – the early days. Tell me about some of the memorable characters in the history, some that brought your story color, drama, comedy, conflict?

Back in 2010 when the CFPB was unfolding. I saw an opportunity and a void in the market for simple, affordable and adaptable technology which will bring everything needed to originate loans under one platform. Utilizing our lending background and identifying areas of opportunities, we’ve built LenderClose.  We offer everything from Flood Determination, Tax Tracking, County Recording Services to Valuation Products. We know the mortgage market inside and out. And we are passionate about it.

What were the key relationships that mattered most? What were the key sources of support or resistance you encountered?

Someone once said, “You get what you pay for.”  It’s true. Even with staffing. I hire people that are smarter than me. Our staff at LenderClose are some of the most motivated, hardworking individuals around. Those are the kind of relationships that matter.

The most challenging part of my job is motivating Credit Unions to utilize technology. I’m puzzled when I walk into a Credit Union and they’re still using typewriters to create loan documents.

What have been the greatest successes in your opinion?

It’s exciting seeing our user base expand month after month. Looking at what we’ve done this year vs. last year, is motivating. The potential ahead is even more exciting. We have more new products to roll out in the coming months, which will bring Credit Unions that advantage to compete against the BIG BANKS.

PART THREE: Reflections and Lessons

If you could start your CUSO/Company all over again, would you do anything differently? Why and what would you do?

I can think of 300 things I could have done differently. But there’s no way of telling what works and what doesn’t until it happens. Our days go by fast and the years pass even faster. We don’t have time to dwell on the past. Let’s position ourselves “prepared” for the future.

Finally, when you think of the future for credit unions, what gives you hope and what makes you concerned?

I talk to a lot of small to midsize Credit Unions. I don’t worry much about large Credit Unions. But credit unions under 100,000 members I worry about. They need technology in order to survive the Armageddon of technology coming in the next decade. The “Digital” era is not something we talk about any more, it’s here now.

Banks and Credit Unions are competing based on who can lend the fastest, and most painless and convenient for the borrower. Everyone offers the same interest rates, terms and fees. Are Credit Unions streamlining the processes? Are Credit Unions using technology and data to their advantage? Or are we still stuck in 1993 processes?

That’s what we’re all about at LenderClose. Helping Credit Unions take charge in the “digital” age.

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The “R” in the DREAM Big Contest: Recreate and Reinforce

Kirk Drake (right) with Mike Lawson at 2017 NACUSO Network Conference

Last week we talked about the importance of differentiating with data … the “D” in Dream. Now let’s begin by talking about the Google machine. I cannot even remember my life before it? Did we go to the library to do research? Pull out our 10 year old Encyclopedia Brittanica? If you’re a Millennial reading this – Google it – it’s a thing.

Anyway- Kirk cracks the code on getting Google’s attention. Put simply, the ultimate goal is to have someone in your field of membership searching for a solution to a problem and bam – you have the answer and land on the top (or near) the first page of responses. So just for fun Google “good financing for a car loan in (insert your city name).” Was your credit union there? If so, congratulations. If not, why?

I don’t know of a credit union out there that doesn’t want to be known as the “trusted resource for financial services.”  How do you earn that trust? Not by product pushing and always leading with rate. Not with clever ads and shiny happy people on your website. It’s about identifying with your target audience and giving them resources, content, information and education, about stuff that has nothing to do with your products and services. A really good example is Point West Credit Union in Portland, Oregon. They were founded in 1932 to serve employees of Multnomah County. After the Great Recession of 2008 they focused their mission on community development. They received their CDFI designation in 2013 and merged two very small diverse credit unions in – NAACP and Hacienda Community.  In 2016 they funded $5.4 million in affordable loans to non-citizens! That’s a real differentiator. They have created a community within their community.  On Point West’s site they have a page dedicated to resources for non-citizens.

Continue reading The “R” in the DREAM Big Contest: Recreate and Reinforce