Heide Kraus

Events Manager

Q: Please describe your role in the company and why it is important.

A: I’m the CaptionCall Events Manager. Our team provides support to our outreach team, so when account managers and trainers find events they’d like to attend, we manage the registration for them and make sure they have everything they need to conduct successful events. This is important because once the pandemic began, our outreach team needed to find new ways to educate people about our service. The number of grassroots events happening really took off.

Q: What do you bring to your role that adds value to the company?

A: I have been in public relations, education content development, and event management positions for both the public and private sectors for 35 years. This combination of experience helps with creating efficiencies and consistency and maintaining professionalism. It’s an honor to bring things I’ve learned from different companies and associations to help CaptionCall continue to flourish.

Q: What does the Americans With Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing?

A: The ADA guarantees that those with disabilities benefit from the same services as those without disabilities, and with the same costs. That said, we can provide a valuable service to people who are eligible for our services who might not otherwise be able to afford an amazing resource like CaptionCall.

Q: Please describe how regulations (the government rules) impact what we do as a company.

A: CaptionCall is funded by a government agency and, therefore, we abide by the guidelines set forth by this agency. Compliance is an important part of our culture at CaptionCall and is something that guides our actions and activities every day. Our compliance processes ensure we are doing the right things for the right reasons.

Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?

A: The COVID-19 pandemic changed the types of events we participate in, as well as our policies and procedures. We’ve been able to adapt to these changing circumstances while still increasing the number and types of events we are doing. This expansion, combined with rigorous and updated compliance procedures, led to the creation of a new platform for maintaining event information. Now in 2021, we have a new challenge: switching over to Microsoft Dynamics 365 as our customer relationship management (CRM) database and determining whether we should switch again to a new event management module and process.

Q: What is the best part of your work?

A: I enjoy looking at which events are most successful for CaptionCall month after month, week after week – and improving our processes, purchases, and messaging to accommodate these changing patterns.