The Complaint Corner Cancel Title is required

feeling like a Negative Ned lately.

- Sponsorship is going up $3/a head yet..

- Slower EG response times
- No handwritten letters
- No physical mail allowed to Kansas City
- No mailed responses/printed photos when the electronic letters or gift reports DO come in
- No sponsor visits

How are y'all feeling about sponsorship lately.

Honestly I've been feeling a bit negative too.  I understand inflation is hitting everywhere, but I also feel that we are not getting what we originally signed up for.  I still have not received my first letter from the new child I sponsored last month.  Rather, I got a letter stating due to COVID things were slow.  I understand that, but I also have not heard about my EG to Angela that I sent in March.  I even sent an email last Thursday to inquire about the EG and received the form email stating I would hear back in 24 to 48 business hours.  It is now Tuesday and I still have not heard anything back, not even anything stating they were inquiring.  Also, their COVID page is not being updated as much as it use to.  The last I saw on it, it stated community centers where one of my kids is were open, yet I have no received my welcome letter from her, instead receiving a letter stating COVID protocols?  I get it, just because things are more normal here, it does not mean they are in the countries our children are, but unless we are kept in the loop better, we aren't going to know that.  I'm ready to start getting physical letters and pictures from my kids as well as being able to send, but again I could be placated by better updating on the protocols per country.

We understand your frustration, as sponsors the moderators feel this same pain.
Some sponsors are being asked to voluntarily increase their sponsorship to allow CI to continue to provide programs and benefits to the youth due the rising inflation felt the world over. 
There are still no visits because the staff AND families are not yet comfortable having guests in their communities.
We are however, arranging zoom calls for sponsors once per year, based on the willingness and availability of the families. 
When we began working from home (which will continue for the foreseeable future) we began sending all EG/Memo follow-up electronically, if we had an email on file. However, many sponsors have since requested that we send hard copies instead and we are happy to oblige. 
With regard to slower EG response times AND the fact that we are not yet able to sent physical mail to the SOA's, the reality is our SOA's have less staff and volunteers due to the pandemic and simply do not have the man power to process memos and mail as they did pre-pandemic. 
Just as in the U.S., each of the countries we work in are also dealing with increased costs and a lack of workers (and volunteers). Our staff in Kansas City and in each SOA are working hard daily to ensure the children and youth have the continuous support they need.
We are so very thankful for our supporters generosity, patience and commitment. 

I’m not loving this seemingly new forever normal. I am starting to wonder when, exactly, we can expect to be able to do physical mail back.  Its been 2 1/2 years of pandemic and I start to wonder, WILL we get physical mail back? I understand its hard times, but communication is terrible, the benefits have all but disappeared, and it doesn’t seem like there is an end in sight. Communication from India, in particular, feels sparse and formulaic. It’s hard to know what the families need, or to form a connection under such circumstances. 
There is a child I want to sponsor, but each time I go to hit the “sponsor” button, I stop. Its not being any fun, and at this rate I wont get to know her. Why bother? She’s special needs— will I function in a vacuum for the next 2 years with her, too? I hate (!!) feeling this way about something I truly love with an organization that has held my trust in the past. I really hope it gets better soon, because I’m very discouraged. I have started sponsoring through another organization, just to see how it goes. Guess what- we can do real mail! And sponsor visits. I know other sponsors who are now working through different organizations. They have mail, too. Just saying. So maybe not a lot of people will respond, but they’re out there. I believe in CI, but I wish they’d figure this out.

I have loved CI from the start but lately I've felt disappointed and defeated. I feel like I'm failing my kids and can't help them the way I want to. Covid has left me emotionally drained. Working in healthcare will do that to you. I also don't feel as connected to my kids either, part of it had to do with when my dear Emely graduated from the program. Also my parents are retired and on a fixed income are constantly being asked for money and my mom was also asked to up her donation. Letters seem to be delayed big time too. certain kids who use to write great letters seem to write less often.  Sometimes I wonder what's the point to sponsorship with CI do my letters matter

I also miss being able to send physical letters and real photos with them and I hope the yearly photo updates won't be delayed too much in 2022. (I understand why it had to happen in 2020, but I really hope not to have another "skipped" year in 2022.)

I did notice that the latest follow-ups to EG's took 4-5 weeks longer on average to be sent to me. I'm not comparing them to pre-pandemic turnaround times, but to the same time last year when the pandemic was much worse everywhere. (The first 5 EG's I sent in 2021 were completed in 42 days, 57 days, 74 days, 83 days and 91 days... The first 4 EG's sent in 2022 took 107 days for all 4 and that's after I sent an e-mail to inquire. The last one before those, sent on Dec. 31, 2021, was completed in 95 days.)

I understand the need to prioritize the services that provide much needed help for the children and I'm going to try to be patient and not complain too much, but I didn't expect things to be slower in 2022 than they were in 2021. The latest information I have is that classes are back to being in-person in all the countries where I sponsor (Colombia, Guatemala and Honduras) and unless something changed recently things seem to be returning to (mostly) normal and have been for a while, so hopefully these staffing issues will sort themselves out soon.

I hope you decide to sponsor that extra child - I'm sure it will mean the world to them to have such an involved, caring, and fabulous sponsor!

Just to be clear, phone calls are not new. If a sponsor asks, we've always tried to accommodate the request. However, technology has given us zoom, so it's a little less expensive for sponsors to arrange and you get the benefit of seeing each other during the call.  

Thanks everyone for sharing your thoughts. I've been trying to check myself with "calm down it's a children's charity" (lol) but at some point sponsor engagement needs to be reviewed and checked in on. I wanted to make sure I wasn't alone in feeling this way.

Part of sponsorship - for us - is being able to effectively feel engaged in this process otherwise it's easy to toss a hundred bucks once or twice a year, rather than now ~$80/mo for something that has all the joy of sending and receiving a work email (and we get plenty of those). All of the engagement is effectively removed. Like you snow, the COVID page isn't really updated with regular information on the processes and programs being offered or what the gameplan is. WHAT is being offered, HOW is it offered (center? digital?), WHERE is it being offered (Bicol is very different to Quezon City, for example), and WHEN (what is the timeframe)?

For example, we received a letter from one of the kids which a) let us know they got our EG and were excited for it, well before any SOA update and b) let us know about a program they're doing at CI (appropriate use of social media, which is pretty cool). But we only received this information from one of the KIDS - not CI - and that type of letter is a very rare exception not the rule. It's also only effectively come about because of the relationships we were able to build PRE-pandemic. Like Kyoshi said, this will probably not happen - and really cannot happen - with new sponsorships.

The physical letters really are a "payoff" to waiting because that tangible experience is very much different from clinical online-only communication. The handwriting, the drawing, the physical EG photos (though I do love digital as well; and yes, I have been told - to my surprise - we will get physical twice now but nothing has come) all can and do contribute to that experience allowing for this to feel real. If it's online only, like Gabor said, I feel this should be faster: updates, gift reports (are we still just doing direct cash payments?), etc. I will say I feel our CP letter responses are much faster which I do appreciate.

ANYWAY, I guess what it boils down to is that sponsorship engagement is critical and, as a sponsor, I do not feel engaged at all in this process. It's only because of the aforementioned letter that popped up that referenced our extra gift that prompted me to be a masochist and ask the Care Team about the extra gifts and sponsor visits, with the requisite "sorry don't know y'know covid"-esque response. Blah.

Hey BennyNJun:  Can you tell me more about this: The handwriting, the drawing, the physical EG photos (though I do love digital as well; and yes, I have been told - to my surprise - we will get physical twice now but nothing has come).  

Do you mean you are not receiving your children's letters in the mail? 
Or, that you were told your memo follow-up would be mailed to you, but was emailed instead?

I'd like to look into this for you, but want to be sure of what I'm researching.  Thanks. 

Hey Debbie - 

We randomly will get a CR letter in the mail from time to time, but nothing physical on the others. All electronic only. I've asked if EGs would be ever mailed again and was told it would be noted on my account to mail (edit: was surprised by that!), but never saw them and just figured saying that could happen was a mistake.

Just my own, thoughts, but I feel ultimately it's CI's job is to serve the children! It's in CI's mission statement! It's more about them and less about serving sponsors . Maybe CI offered too much in the first place, unlimited letters, DPs, this site (MSC), ect . Lot's of things that most child sponsorship organisations don't, and likely won't, provide for their sponsors because they  come with financial costs that negatively impact programs and services provided directly to the sponsored families. They are things for sponsors. CI is accountable to sponsors for how they spend monthly fees, donations, EGs, ect.  I've seen no complaints when CI ended it's requirement for young children to get a yearly physical, but plenty complaints about sponsors not getting a yearly pic. I completely get why CI can't provide the yearly physicals right now and I hope this change is only temporary. I understand that a lot of things have  changed and become frustrating and difficult due to covid, the lack of workers and volunteers, and rising costs. We know that because it's happening everywhere. CI has over 200 thousand top priorities that need help being fed, housed, educated, and sometimes just to survive.  Vacation plans can change, sponsors can change, the world can change. Sponsors still can write as many letters as they want,  What's should the top priority be?  I doubt a sponsor will find a more sponsor friendly organisation than CI.  

I absolutely agree with that, Barb. The kids are the priority. ​In that vein, sponsorship engagement (which means more donations) is critical to raise the funds to support the children. These two ideas are not mutually exclusive. 

My negativity/complaints stems from not being able to feel engaged in sponsorship much anymore and with no end in sight after 2.5 years. I shared this because a) I think that's valid and b) I want to check myself by seeing through you all if that's out of line. It's not meant to condemn a charitable organization, or say sponsors/myself must come first, but I do think that this kind of feedback is warranted. MSC is a relative dead zone compared to 2020.

But maybe the bulk of CI's funds come from large donors who write off charitable donations on taxes and not solo sponsors who take standard deductions. I don't claim to know the nitty-gritty, but going into Fall 2022, I do find it valid to provide feedback (albeit  negative  feedback) about how it can feel to be a sponsor right now. If people here on MSC think I'm out of line, feel free to tell me as much because I'd genuinely want to know.

I don't believe your post actually has anything to do with the $3  price increase. Probably not so much about letters or pics either.  You've actually visited (I think) both of them and you're a very empathetic person.  You actually got to hug them, play with them, and connect with them in a special way that most sponsors don't experience. I wouldn't be surprised if they weren't the only ones crying when it came time for you to leave. But leaving was okay because you both knew you'd be coming back again just as soon as you could. Then covid happened!  Two visits that never happened. I think that really affected you more deeply than you think.  It's depressing! I hope you'll be allowed to visit them soon! You're both great sponsors. I don't think the children really care if their letters come by mail or digitally, or about their yearly pictures, or about slow letters, or altered travel plans. They understand why you couldn't visit them. They're just  grateful to you and to CI for supporting them. They are not the ones who are complaining and accusing CI.  Who's being the adult in this scenario? What would the children think about their sponsors comments?  I think that most large donations to CI are used right away, but that's really a question for you to ask CI. If you don't feel confident about CI then why add another child right now? Why not wait until you can visit?

My two cents: feedback is important. In fact, I would especially pay attention to negative feedback. They are meant to challenge and help CI improve the system. Letter writing between sponsors and kids happens to be a key charm of CI sponsorship. My experience: CR letters end up being irritating when it has no connection/response to my latest letter. It breaks the flow of conversation. Yes, it could have been that kid wrote the CR prior to receiving a sponsor’s latest mail. This I strongly believe: on a maximum frequency of four letters per year, all my sponsored kids will have no problem responding. We have a rhythm… then the CR letter interferes. Of course, my intuition can be wrong, but I have one kid explained that he was just following CI lead. I interpret that as kid gets a form to fill so he can respond, and then sometimes not. Then later on, he gets a CR to do. The lag between letters and EG responses remains long, but birthday and holiday donation reminders are very prompt. I’m human, so yes, I get irritated. I have one graduating this year, but have we even touched base yet? No. My letter from early April was answered by a CR letter and I can’t count that. She will be rolling off after September or her birthday, so oh well. My gut says kids get EG and letters promptly, but we just get the acknowledgement much later for some reason. Is it covid? lack of workforce? My kids' mom are usually CI volunteers themselves. Wouldn't it be in their best interest to make sure their response is officially sent back? What is the bottleneck? Problem could be different across countries but, nonetheless, it is an area really worth visiting. A better flow will keep sponsors active and kids even better supported because sponsors stay engaged. CI issues a survey now and then, but, for some reason, it has been hard to put my thoughts down. BennyandJun, excellent prompt!! I want the handwritten responses too. While this is a complaint, it is a deep dive into an active sponsor's view point.

I miss sending physical letters and pictures to my kids.  I'll take a picture of something and think, "It would be awesome to be able to send these pictures to my sponsor kids and share or teach them about something I just learned." and then I get upset because I can't do that.  The tiny pictures that get pasted onto the letters sent by email just don't give the kids the same experience.  I understand the issue stems from COVID and maybe cost, but it would be nice if we could find out when we might be able to send physical letters again.  I'd even be ok with a cost associated with it if that would make it happen faster.  The length of time it takes to get EG reports back is also a bit frustrating, but I'm willing to accept that more so than not being able to send physical letters.

My husband used to look across the room at me and say, “I know you got something from your kids. I can tell when I see you smiling like that.”  A couple/few weeks ago he said “You don’t smile much anymore…do you still sponsor all those kids?”

I agree, I sponsor a little one and I didn’t even know she was in school, I miss the updates of the files. I wouldn’t haven’t known that she started school if wasn’t for the most recent letter 

Please don't yell at me. I'm going to complain about these complaints. I signed up to sponsor a child to help improve their lives. I signed up to sponsor a child to help improve their families' lives. And I signed up to sponsor a child because I have the means, the income, the time and the effort to do so. I did not sign up to sponsor a child to get a letter. That's called a perk. And I have had plenty of those letters attached to my refrigerator over the years since we started sponsoring way back in 2007 or whenever we first discovered this amazing opportunity. So while many are upset because they can't get a letter, I'm wondering just how many of those people are also upset because they have clean drinking water, ample supplies of food in their electric refrigerators, clean clothes to wear, Air conditioned homes with their microwaved dinners and Roku televisions streaming 1000's of stations for their enjoyment. We have the luxury to make the decision to vastly improve another human being's life - we can live without a letter from someone who is enjoying a warm meal, clean clothes, new shoes, a soccer ball and a chance to change the world because of our generosity. If A LETTER is holding you back maybe you should give your money to Starbucks and order a second Mochachino to put your mind into perspective. Meanwhile my wife and I who work backbreaking jobs to make ends meet will add a third child to the roster and yes, I will not expect a letter because I know our efforts will improve that child's life.

@weloveourkids Speaking for myself, I want to get to know these kids so that I can help them better, not so I have a letter for my fridge; that is reductive and insulting. I believe that exposure to a different world view, rather than one mired in poverty, is an absolute must for these kids to not only dream bigger, but to act on it. Further, I feel that participation, a lot of it, in CI’s programs is essential for success. There is a team there for a reason. Letters both ways are a part of this. Just throwing money at a problem doesn't make it go away automatically. So thanks for the offer to go to Starbucks, (and if you’re not trying to pick a fight there, well, uh-huh) but thats not what the complaints are about. Its not about Value For Money, its about connection, about an organization who is not being particularly communicative in a time of great stress, its about 2 1/2 years of this with NO end in sight. You might feel superior to others because you don't care about letters or other “perks”, but that doesn't mean you actually _are_ in a position to judge. It just means that what matters to some people doesn't matter to you. And thats great, except you don't want to get yelled at but you came in here to take us to task, riding a high horse and flinging false equivalencies about like weapons. A bit of a contradiction in my eyes. This is me wagging my finger at you, not yelling- you have a different viewpoint, thats okay, but you might want to reconsider how you approach it with others. 

We thank each of you for sharing your comments, concerns and pain points with us.  Hearing your feedback gives us great insight into how sponsors think and feel – and that is very important to us.  We hope you'll hang in there with us as we navigate our work, while continuing to deal with the rippling impacts of COVID. We know the last 2.5 years has been long and hard for everyone and we, and the families we serve, appreciate your dedication and support. As always, please reach out to the Care Team if you’re feeling out of the loop or have questions about your sponsorship -- we may not have all the answers, but we do care and will listen.