Meet the Expert: Kristen Strauch

Executive Director, American Cancer Society – West Region

Kristen Strauch is the Executive Director of the American Cancer Society (ACS), West Region, Southern California, Nevada markets. Her background in for-profit healthcare changed directions in 1998 to nonprofit. During her tenure, she’s achieved leadership success with a keen sense of how donations are spent to maximize the benefits received and an advocate of long-term research sustainability. In our most recent interview with her, she shares the action-packed steps ACS is taking during the unprecedented COVID-19 pandemic and its impact on the organization.

Because cancer patients are at risk for COVID-19 due to compromised immune systems, what is ACS telling patients?

We have completely redesigned the ACS website landing page with a COVID-19 hub called Coronavirus and Cancer. There is an FAQ article answering common questions with almost daily updates. Our chief medical officer, Dr. Len Lichtenfeld created a podcast telling cancer patients and caregivers what they need to know about COVID-19. Those are the first things we’ve addressed head on because cancer patients, caregivers and newly diagnosed are more vulnerable now than ever.

What are the most common questions asked during phone inquiries?

In March we received 65,000 calls into our national cancer information center (800-227-2345). The two most common questions people are asking is about scheduled treatments and surgeries. They are nervous about being in waiting rooms with limited bathrooms and whether it’s safe to proceed with surgical procedures. Regarding tests and treatments, the advice from Clinical Professor at City of Hope, Dr. Cary Presant, is to first determine with patients what tests or treatments are absolutely necessary, and which can be  delayed. And, that doctors need to give clear answers quickly. For surgical procedures, an extra chemo or radiation treatment can bridge the gap until it’s safe to have surgery. More specifically, bowel cancer patients can receive an extra chemo or radiation treatment and oncologists can give breast cancer patients hormonal treatments. Both alternatives will delay hospitalization and surgical procedures until it is safe. The important message is for patients and their families to stay in close communication and ask the right questions. Understandably there is a lot of fear and naturally people are reaching out to see what resources are available. Not only are we answering their calls, our call center is able to access their location to make specific local resource referrals in each community.

Have you had to expand staffing for your 800 number?

Yes, and the good news is the average wait time is 37 seconds for callers to speak to someone live. Now that we’ve adjusted our work from home schedules, there’s been a definite shift in the ability of our cancer resource specialists to dial into the current needs. Also, cancer.org offers a live chat feature. However, we’re finding an increased need for people to speak with a live person on the other end. Even if it’s 2:00AM, we’re picking up the phone.

Do you have an update about your Hope Lodges?

CEO Gary Reedy has announced that out of an abundance of caution to keep cancer patients safe, we shut down our Hope Lodges to cancer patients. What we’ve done instead is turn our keys over to nearby hospitals and cancer centers to provide overnight resting places for the healthcare workers. To support front-line healthcare workers, we have also launched a COVID-19 relief fund designated for personnel cost to clean and maintain our Hope Lodges. Instead of our hand being out for support of our mission, we are looking at how we can use our existing assets and resources to support the people who are fighting against this terrible virus.

How have the operations of ACS and the special event fundraising been disrupted by the virus?

We’re taking a significant hit in fundraising. An early 2020 forecast projects anywhere from a 30-50% decline in fundraising dollars. We were hoping to change the April, May, June fundraising events into virtual participation—a format that’s catching on in some areas and not in others. Postponing events Is problematic because of scheduling congestion in the fall when people are able to get back out there to attend events. To offset the projected lost revenue, we’ve substantially reduced travel time and expenses with virtual meetings. We’ve also eliminated T-shirts for special events even though our sponsors rely on the evergreen promotion of their logo. While we miss the human interaction which is essential in a volunteer organization, I believe we’ll come out of this with efficiencies that will leverage the donor dollars even further toward mission-driven programs and services. Another concern is for our volunteers who make it possible to host events such as galas and golf tournaments. Facing layoffs, furloughs, and complete unemployment, right now they aren’t focused on the needs of ACS. They have to worry about their families and how to pay their rent or mortgage. To keep these relationships from disappearing, we’re very careful about engaging volunteers and sensitive with our outreach messages designed only to let them know we’re still here.

For those of us who can help in some capacity, what is your best recommendation?

My best recommendation is to contribute to our nationwide Hope Lodge fund. It doesn’t help our individual markets, but it does help our bottom line by putting the money where it’s needed most which is for the frontline healthcare workers. To support this effort, click here to DONATE.