People, not pawns: Why staff aren’t our most valuable “assets”

This summer I had the joy of returning to Rwanda (with my daughter!) to celebrate Urwego’s 25th anniversary. Urwego is one of the oldest microfinance institutions in HOPE’s network—and where I served as executive director from 1999-2002.

The anniversary celebration brought together church partners, government officials, staff, and current and former Urwego loan recipients from across Rwanda. The joy of reconnecting reminded me of an overdue family reunion—and it erupted into an impromptu dance celebration.

While I am always struck by stories of significant life transformation among the families we serve, this trip I was also struck by the stories of long-term impact on staff members. They, too, evidenced transformation in each of the four domains HOPE targets: material, social, spiritual, and personal. I had time with Alice, who had never used a computer before joining Urwego as a loan officer. She now leads an entire department and is responsible for training and overseeing others. Jean Baptiste began as a security guard and has been promoted through the ranks to serve as manager of Urwego’s call center. Orren also began as a loan officer but now serves as an Urwego manager. He shared Fanta and the story of his last two decades working with Urwego. His employment has allowed him to purchase a house and a car and put his children through college. He invited me to visit his home—which he painted azure and navy blue to match the colors of Urwego Bank.

As leaders, we rightly spend significant time and effort assuring a positive impact on our end users—but I don’t want to be part of an organization that serves end users well but forgets the importance of also serving staff.

Staff members aren’t pawns to be used as a means to pursue a noble purpose. They aren’t valuable assets; they are valued. Urwego’s success over the past quarter-century can’t be captured fully in the investments in the dreams of over a half-million entrepreneurs served. Urwego’s success is reflected in the growth, development, and loyalty of its staff—and also in a home where blue walls stand as a silent tribute to the organization’s impact.

My deepest gratitude and most heartfelt congratulations to Urwego on 25 years of exemplary service—and to the faithful staff like Alice, Jean Baptiste, and Orren who have served for decades!