April Smith, Assistant CEO of the Week

My name is April Smith, and I am an internet member care coordinator at United. I spend most of my time handling internet updates and setting up VoIP phone orders. I really didn’t know what to expect when I was selected as United’s Assistant CEO of the Week, but I was excited for the opportunity to take a closer look at how the co-op operates and how different departments function and work toward the same goal of providing exceptional service and value.   

The week gave me a completely different perspective on leadership, responsibility and community service. Before this experience, I thought of cooperatives mainly as utility providers that simply keep the lights on and the internet working. After stepping into this role and observing daily operations in various departments, I now understand how much planning, teamwork and dedication go into every decision. 

From day one, I realized leadership is far more than just giving direction. A CEO must balance the needs of employees and members while considering safety standards, technology needs and long-term planning. Every meeting focused on improving service reliability, preparing for future growth and supporting the community.  

I had the opportunity to sit in on one of our board of directors’ meetings. Each board member made time to introduce themselves and welcome me to the meeting. That gesture was calming and helped ease my nerves. I witnessed how staff and board members interact and saw how much each of one of them cares about the cooperative and its members. Each department shared updates on progress in their area, and when action was required, decisions were made through a majority vote. It was evident that each board member genuinely cares about our members’ well-being and takes decision-making seriously. 

One of the most impressive experiences was discovering how many people work behind the scenes to ensure electricity and internet services reach homes and businesses. Everyone at the cooperative plays a role in helping United provide exceptional service and value. Understanding how these departments collaborate reinforced how essential teamwork is in an organization that thousands of people depend on every day.

I also learned another important lesson—the value of communication. As Assistant CEO, every conversation mattered. Whether speaking with employees, community members or other leaders, clear communication helps build trust and solve problems efficiently. I realized that strong leaders are also strong listeners who take time to understand concerns before making decisions. 

Trust is one of the most important foundations of a successful cooperative. Strong trust builds transparency, accountability and long-term commitment, helping the cooperative grow stronger and more resilient.  

United CEO Cameron Smallwood made a point of saying, “Trust is the foundation of member loyalty in a utility provider. Members depend on United for consistency as well as transparency.”

The cooperative’s commitment to the community inspired me. United is more than an electricity and internet provider—it is an active community partner. From supporting Meals on Wheels and teaching young people about energy conservation to funding scholarships and participating in local chamber of commerce initiatives, United’s involvement reinforced the idea that successful businesses can positively shape the communities around them.

Overall, my week as Assistant CEO was an unforgettable experience that taught me valuable lessons about leadership, responsibility, teamwork and service. The experience gave me a greater appreciation for the work that goes into powering communities and showed me the importance of leading with integrity and purpose. I’m also inspired to continue developing skills that can help me make a difference at the co-op. I appreciate everyone who took the time to talk with me. It’s a blessing to work for United and a privilege to serve the community.