418: Building a Flourishing Church Culture Through Trust and Transparency

In this episode, Ashley Wooldridge, senior pastor, and Jeff Osborne, executive pastor, of Christ’s Church of the Valley reveal how they’ve built a thriving culture centered on operational excellence, trust, and transformational leadership. From engaging staff and volunteers to developing future leaders, you’ll gain practical insights to strengthen your ministry and lead with purpose.

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In this episode:

Operational Excellence

• Defining Operational Excellence: Jeff emphasizes the importance of clear vision, equipping the team with necessary tools, and maintaining a strong culture. He notes that while metrics and processes are essential, the focus should be on empowering people. (05:33)
• Vision and Strategy: Operational excellence requires a clear understanding of goals and strategies, as well as continuous investment in people’s development and training. (06:17)

Importance of Systems

• Clarity and Systems: Ashley stresses that clarity is key to excellence, equating it to kindness in leadership. He references a James Clear quote: “You don’t rise to the level of your goals; you fall to the level of your systems.” Successful churches need solid systems that support their goals. (07:36)
• Practical Approach to Goals: Churches often have high aspirations but lack the operational systems to achieve them, a challenge that needs addressing. (08:00)

Value of Continuous Assessment

• Commitment to Regular Surveys: The organization regularly conducts the Best Christian Workplaces Employee Engagement Survey to prevent complacency and maintain high engagement. Ashley highlights the importance of ongoing health checks to catch and address issues early, much like medical checkups. (08:32)
• Example of Early Detection: Ashley shares a personal story about his wife’s cancer diagnosis to illustrate the importance of early detection and regular health checks, drawing a parallel to organizational health. (09:52)

Responding to Feedback

• Action Plans and Accountability: Jeff outlines the organization’s process for using survey feedback. They ensure transparency and create action plans, involving all levels of leadership. The team reviews results thoroughly and communicates improvement strategies to staff. (11:34)
• Transparency and Trust: Leaders openly share both strengths and areas for improvement with the team, reinforcing credibility and trust. Jeff emphasizes that ignoring feedback undermines trust, while honest, action-oriented responses build it. (12:12)

Building Trust Through Vulnerability

• Acknowledging Blind Spots: Both Jeff and Ashley agree on the necessity of addressing organizational blind spots. Vulnerability and transparency help foster trust. Jeff mentions that being aware of and working on weaknesses is crucial to serving the team well. (14:42)
• Trust as Foundational: Trust is described as essential, likened to “the currency of relationships.” Ashley adds that employees expect leaders to communicate reality, reinforcing Max De Pree’s idea that a leader’s first job is to define and communicate the truth. (17:20)

Leadership Development & Residency Program

• Strong commitment to developing the next generation of leaders through a Leadership Institute Residency Program. (18:08)
• The program has hosted 13 cohorts and nearly 400 residents, with 82 former residents currently on staff. (19:10)
• Focus on bridging Bible knowledge with practical, real-life ministry experience to prepare leaders for the realities of ministry. (19:31)
• Emphasis on teaching young pastors to pace themselves for long-term ministry, aiming to benefit the broader Church community. (19:51)
• Internal staff development is equally important, with enhanced training programs to address feedback from staff about needing more development. (21:20)

Staff Engagement & Communication Improvements

• Recognition of past gaps in communication, especially the importance of sharing information with staff before the congregation. (24:59)
• Increased intentionality in communication, using all-staff meetings and internal platforms. (25:22)
• The need for repetition in communication to ensure messages are received and understood. (25:58)
• Importance of vulnerability and transparency in communication, with leaders modeling this behavior. (26:20)
• Emphasis on cultural fundamentals: "speaking straight" and "listening generously" to create clarity and build trust. (27:23)

Practical Communication Strategies

• Weekly meetings with senior leaders to stay connected and aligned. (28:15)
• Communication seen as an ongoing effort, a “muscle” that needs consistent exercise. (28:26)
• One-on-one check-ins using a “Triple A” approach: Ask (personal check-in), Assess (project progress), and Advise (guidance and prioritization). (29:01)
• Leadership classes offered to teach staff how to communicate effectively and build trust through vulnerability. (29:33)

• Acknowledgment of the need for continuous improvement, aiming for full staff engagement. (29:49)

Volunteer Engagement Strategy

• Emphasize the value of developing and equipping volunteers, not just hiring staff to do ministry. (31:10)
• Pastors and staff are trained to recruit and support volunteers as part of their primary responsibilities. (31:53)
• Volunteer on-ramp process mirrors staff onboarding, with clarity and training emphasized. (32:08)
• A culture of valuing volunteers is fundamental to the church’s success. (32:36)

Recruitment and Development of Volunteers

• Christ’s Church of the Valley (CCV) manages over 12,000 volunteers across 17 campuses but aims to grow to 15,000 by 2025. (32:47)
• Importance is placed on both recruiting volunteers and developing them into leaders. (33:26)
• Volunteer roles offer leadership opportunities and can serve as a potential pathway to staff positions. (33:46)
• Intentional focus on promoting and challenging volunteers to grow, both spiritually and in leadership. (34:19)

Innovative Volunteer Practices

• Introduced a “serve plus” concept to engage volunteers with specialized skills beyond traditional roles, like strategic IT or professional expertise. (35:40)
• Encourage staff to release exciting, significant responsibilities to qualified volunteers, leveraging both their hands and minds. (36:08)

Generational and Demographic Focus

• Recognize underutilized volunteer groups, particularly seniors and students. (38:12)
• High involvement of youth in leadership roles, with examples of student-led ministries and youth transitioning to staff positions. (38:35)
• Student engagement is crucial and integral to the church’s operations. (38:46)

Sabbath and Work-Life Balance

• Strong emphasis on the biblical and practical importance of Sabbath rest. (40:10)
• Leaders view neglecting Sabbath as seriously as other moral and ethical violations. (41:17)
• Staff are encouraged to prioritize rest to maintain productivity and avoid burnout. (42:07)
• Personal testimony and accountability are used to reinforce the value of Sabbath observance. (42:39)

Staff Health Pillars:

• Financial Wellness: Helping staff manage budgets and stay debt-free. (46:48)
• Physical Health: Hosting events like 5K runs and gym partnerships to encourage fitness. (46:54)
• Spiritual Wellness: Addressing spiritual practices through reminders and structured quiet times. (47:13)
• Relationships: Focusing on marriage health with retreats, workshops, and planned marriage nights. (47:37)
• Work-Life Balance: Providing flex days to manage personal errands, ensuring true Sabbath rest. (48:13)

Growth Opportunities & Challenges:

• Evangelistic Potential: The post-pandemic spiritual openness provides unique opportunities for outreach. (50:29)
• Community Impact: Phoenix's rapid growth highlights the importance of maintaining a strong, mission-driven church culture. (51:11)
• Unity in Diversity: Emphasizing unity in a divided society can attract people to the church. (52:04)

Key Cultural Insights:

• Intentional Culture Building: Investing heavily in a healthy organizational culture creates momentum. (54:23)
• Leadership Development: Programs for staff and volunteers, including residency pathways, contribute to a thriving environment. (54:30)

Encouragement for Leaders:

• Invest in Culture: Leadership modeling and continuous reinforcement of values are critical. (55:49)
• Flexibility & Adaptability: Staying nimble and relevant in strategies ensures ongoing impact and effectiveness. (56:57)
• Embrace Change: Being open to new approaches is essential for sustaining growth and relevance. (57:08)

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