Event Playbook

Spectrum Housing Assist 2018 Version 2.1

Spectrum Housing Assist 2018 | Version 2.1

ABOUT 2 Spectrum Housing Assist 2 Event Playbook 2

PARTNERSHIPS 3 National Nonprofit Partners 3 Local Nonprofit Partners 3

TYPES OF EVENTS 4-5 Home Rebuild 4 Smoke Alarm Installation 4 Safe & Healthy Home Kit Distribution 5

YOUR EVENT 6-11 Roles & Responsibilities 6 Volunteer Recruitment 8 Site Preparation 9 Photography 10 After-event Reporting 11

EXTERNAL RELATIONS 12-13 Messaging Guide 12 Event Speakers 13

HELP & SUPPORT 14 Quick Links 14 Templates 14

TABLE OF CONTENTS

Spectrum Housing Assist 2018 | Version 2.1 2

ABOUT

Denver, COSalt Lake City, UTReno, NV

Billings, MT

Minot et al, NDSpokane, WA

Portland, OR

Phoenix et al, AZ

Boise, ID

Albuquerque-Santa Fe, NM

Great Falls, MT

Wichita et al, KS

Sioux Falls et al, SD

Amarillo, TX

Rapid City, SD

Los Angeles, CA

Fargo-Valley City, ND

Lincoln et al, NE

Las Vegas, NV

Minneapolis-St. Paul, MN

Bangor, ME

Missoula, MT

Seattle-Tacoma, WA

Medford et al, OR

Tulsa, OKOklahoma City, OK

Idaho Falls et al, ID-WY

San Antonio, TX

Nashville, TN

Odessa-Midland, TX

Duluth-Superior, MN-WI

Atlanta, GA

St. Louis, MO

Springfield, MO

Casper-Riverton, WY

Little Rock et al, AR

Omaha, NE

Houston, TX

Lubbock, TX

Eugene, OR

Dallas-Ft. Worth, TX

Sioux City, IA

Shreveport, LA

Butte-Bozeman, MT

Memphis, TN

Yakima et al, WA

Topeka, KS

Marquette, MI

Des Moines-Ames, IA

Jackson, MS

Chico-Redding, CA

Kansas City, MO-KSSacramento et al, CA

Fresno-Visalia, CA

Chicago, IL

Twin Falls, ID

Lexington, KY

Colorado Sprgs et al, CO

Indianapolis, IN

Buffalo, NY

Austin, TX

New York, NY

Madison, WI

Burlington et al, VT-NY

San Angelo, TX

Pittsburgh, PA

Paducah et al, KY-MO-IL

Albany et al, NY

Columbus, OH

Louisville, KY

Charlotte, NC

Raleigh et al, NC

Detroit, MI

Macon, GA

Charleston et al, WV

Traverse City et al, MI

Cedar Rapids et al, IA

Knoxville, TN

Champaign et al, IL

Portland-Auburn, ME

Birmingham et al, AL

Evansville, IN

Tucson(Sierra Vista), AZ Savannah, GA

New Orleans, LA

Wichita Fls et al, TX-OK

El Paso et al, TX-NM

Abilene-Sweetwater, TX

Toledo, OH

Mobile et al, AL-FL

Wilkes Barre et al, PA

Boston et al, MA-NH

Roanoke-Lynchburg, VA

Presque Isle, ME

Cincinnati, OH

Davenport et al, IA-IL

Albany, GA

Columbia, SC

Syracuse, NY

Watertown, NY

Waco-Temple-Bryan, TX

Montgomery-Selma, AL

Glendive, MT

Dayton, OH

Terre Haute, IN

Ft. Wayne, IN

Lafayette, LA

Erie, PA

Huntsville et al, AL

Bakersfield, CA

Bend, OR

Yuma-El Centro, AZ-CA

Sherman-Ada, TX-OK

Tallahassee et al, FL-GA

North Platte, NE

Meridian, MS

Greensboro et al, NC

Dothan, AL

Rockford, ILBinghamton, NY

Alexandria, LA

Green Bay-Appleton, WI

Wausau-Rhinelander, WI

Helena, MT

Greenville et al, SC-NC

Corpus Christi, TX

Philadelphia, PA

La Crosse-Eau Claire, WI

Washington et al, DC-MD

San Francisco et al, CA

Ft. Smith et al, AR

Jacksonville, FL

Grand Rapids et al, MI

Johnstown et al, PA

Orlando et al, FL

Cleveland et al, OH

Greenville et al, NC

Columbus et al, MS

Eureka, CA

Tampa et al, FL

Columbia et al, MO

Quincy et al, IL-MO-IA

Flint-Saginaw et al, MI

Monroe-El Dorado, LA-AR

Tri-Cities, TN-VA

Utica, NYMilwaukee, WI

Richmond-Petersburg, VA

Rochester et al, MN-IA

Panama City, FLBaton Rouge, LA

Joplin-Pittsburg, MO-KS

Charleston, SC

Tyler-Longview et al, TX

Harrisburg et al, PA

Laredo, TX

Chattanooga, TN

Augusta-Aiken, GA-SC

Lansing, MI

Baltimore, MD

Peoria-Bloomington, IL

Norfolk et al, VA

Bluefield et al, WV

Cheyenne et al, WY-NE

San Diego, CA

Columbus et al, GA-AL

Ft. Myers-Naples, FL

Jonesboro, AR

Elmira et al, NY

Mankato, MN

Jackson, TN

Rochester, NY

Ottumwa et al, IA-MO

Santa Barbara et al, CA

Grand Junction et al, CO

Monterey-Salinas, CA

Lake Charles, LA

Wilmington, NC

Clarksburg-Weston, WV

South Bend-Elkhart, IN

Myrtle Beach et al, SC

Salisbury, MD

Harlingen et al, TX

Hartford & New Haven, CT

Gainesville, FL

Hattiesburg-Laurel, MS

Beaumont-Port Arthur, TX

Wheeling et al, WV-OH

Greenwood-Greenville, MS

Alpena, MI

Lima, OH

W. Palm Beach et al, FL

Harrisonburg, VA

Youngstown, OH

Miami-Ft. Lauderdale, FL

Bowling Green, KY

St. Joseph, MO

Springfield-Holyoke, MA

Charlottesville, VA

Providence et al, RI-MA

Biloxi-Gulfport, MS

Lafayette, IN

Parkersburg, WV

Victoria, TX

Zanesville, OH

Palm Springs, CA

RegionsNorthwest Region

West Region

Central Region

Texas Region

Great Lakes Ohio Region

Southern Ohio Region

South Region

Northeast Region

NYC Region

Carolinas Region

Florida Region

New Charter Communications-Regions

Hawaii

Hawaii

Hawaii

Hawaii

Hawaii

Honolulu, HI

Spectrum is committed to exceptional corporate citizenship, and we are passionate

about giving back to the communities where our employees and customers live and work.

Through our philanthropic initiatives, we aim to provide critical assistance to underserved

communities across the United States. For more information on Spectrum’s scope

of philanthropic initiatives, visit communityimpact.spectrum.com.

SPECTRUM HOUSING ASSIST According to the Department of Housing and Urban Development, 2.5 million low-income homeowners across the country live in deteriorating homes making for unsafe living conditions. Spectrum Housing Assist (SHA), the company’s signature philanthropic initiative, was launched in 2014 with a focus on housing and community improvement. Spectrum partners with nonprofit organizations and engages employee and community volunteers in order to provide critical home repairs across the United States. With the help of trusted nonprofit partners, we have set a goal to improve 50,000 homes by 2020.

In 2018, Spectrum will look to host more than 100 Spectrum Housing Assist events, improving at least 13,000 homes. Find events in your markets on the Spectrum Housing Assist Event Tracker. This document includes the most up-to-date information on SHA events planned throughout the year.

EVENT PLAYBOOK The Event Playbook offers you a roadmap to organize a successful Spectrum Housing Assist event. The following tools will help you: recruit employee volunteers, manage responsibilities with your nonprofit partner, produce valuable content for internal and external platforms and report accurate and measured information to the Community Impact team.

This Playbook includes baseline information and materials to get you started. However, we know that no event is typical, and look forward to helping you navigate unique partnerships and events. The Community Impact team will work in tandem with you to organize, fund and execute your event.

Alana Flanagan | Project Manager, Community Impact

For events in the Carolinas, Florida, New York City, Northeast and South field operations regions, contact:

Tom Morales | Project Manager, Community Impact

For events in the Central, Great Lakes, Northwest, Southern Ohio, Texas and West field operations regions, contact:

If you are not already in touch with SCI regarding an upcoming volunteer event, have an idea for an event or an idea for the housing program, contact Kirsten Young.

For philanthropic contributions or Spectrum Digital Education, contact Karrin Smoley.

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PARTNERSHIPS

NATIONAL NONPROFIT PARTNERS Rebuilding Together’s mission is “repairing homes, revitalizing communities, rebuilding lives.”

Spectrum and Rebuilding Together have partnered since the inception of the company’s strategic philanthropic efforts on home rebuilds, homeowner education initiatives and distribution of essential home health and safety materials.

Rebuilding Together’s national office is located in Washington, D.C. and has affiliate organizations in more than 130 communities across the country – many of which overlap with the Spectrum service footprint. Rebuilding Together awards grants to their affiliates to execute projects on a local level.

Life Line Chaplaincy, based in Fairfield County, Conn., helps

first responders cope with crises they face. Founded by Reverend John Revell, a chaplain for the Stamford Connecticut Police Department, Life Line Chaplaincy has developed the Building Community initiative to strengthen relationships between neighborhoods and law enforcement officers through local home repair projects. Since 2015, Life Line has partnered with Spectrum to bring local police department personnel to work side-by-side with employee volunteers at home rebuild events across the country, including a community dinner on the Friday prior to the home improvement event on Saturday. Police officers, local community stakeholders and Spectrum join each other in a safe and welcoming environment, aiming to open the door to long-term dialog on improving the community.

The American Red Cross prevents and alleviates human suffering in the face of emergencies by mobilizing

the power of volunteers and the generosity of donors.

Spectrum has partnered with the American Red Cross via the Home Fire Campaign with a goal to improve more than 1,200 homes annually by engaging employee volunteers to install smoke detectors, replace batteries in smoke detectors and educate homeowners on the importance of fire safety. The Home Fire Campaign is the Red Cross’ national effort to prevent home fires; American Red Cross chapters nationwide host events and install smoke detectors with the help of community volunteers. Charter Communications’ contract is housed and administered by the American Red Cross of Connecticut & Rhode Island Region, who ensures Spectrum has branding opportunities at each event and works with other regions to guarantee a consistent volunteer experience nationwide. LOCAL NONPROFIT PARTNERS In addition to national partners, Spectrum works with local nonprofit partners in the housing space (particularly when there is not a local affiliate/chapter of a national nonprofit partner in a given area) in an effort to further engage communities on a deeper level, offering unique opportunities and hyper-local community connections. Some of these partners include Christmas in Action, Hands on Birmingham, HomeFront, Project Home, Better Family Life and others. When working with a local partner, clarify roles and responsibilities to match national partner expectations to ensure a consistent volunteer experience.

Our trusted nonprofit and community partners allow us to provide an opportunity for our employee volunteers to engage with the community and use their professional and personal skills to improve the lives of homeowners throughout the country. We rely on the expertise of our nonprofit partners to make this program a success. Spectrum Housing Assist works across the Spectrum service footprint, and, with that broad scope, the SHA team sets guidelines and processes to streamline the experience of community improvement. The SHA team looks to ensure all community activities support the goal to improve brand sentiment of our company. Working with national nonprofits with an existing system of affiliates and chapters allows for a consistent operations and communications program strategy. When working with a national partner, processes regarding site branding, volunteer amenities, liability releases, etc. are streamlined across events through the SHA team.

For partnership questions, contact: Kirsten Young, Director, Community Impact

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TYPES OF EVENTS

Home Rebuild events engage 20 to 90 volunteers to improve between one and four homes. Volunteers are invited to spend a full day, from 8 AM – 4 PM, volunteering at their assigned home completing renovation tasks as assigned by the nonprofit partner. Each home will have a designated, trained House Captain provided by the nonprofit.

Spectrum’s financial support of our nonprofit housing partners provides for critical and life-threatening home repairs (such as mold remediation, roof replacement, etc.) to be completed by professionals as commissioned by the nonprofit. Home Rebuilds are an opportunity for Spectrum employees to participate in the final piece of a home renovation, where painting, de-cluttering, landscaping, and general maintenance takes place. Employee volunteers are not required to have any skills or training before arriving on site. However, if an employee has a professional skill (Master Electrician, carpentry, etc.), they can note it in their volunteer registration, and, if a complimentary task is available, will be assigned accordingly.

SMOKE ALARM INSTALLATION Smoke alarm installation events engage between 15 and 50 or more volunteers, depending on the capacity of your local American Red Cross chapter. Volunteers are divided into groups of 3-5 and knock on doors offering free smoke alarm installation and fire safety education. Neighborhoods for volunteer activities have been pre-canvassed; oftentimes volunteers will be assigned homes that have made an appointment with the American Red Cross for a smoke alarm installation on that particular day. Each person in the group will have a role: Installer, Recorder or Educator. Volunteers will be trained in their specific roles during the pre-event or on-site training.

Sample Agenda

7:00 AM Event planning team arrives; set-up

8:00 AM Volunteer check-in; breakfast

8:30 AM Speakers and volunteer group photo

9:00 AM Volunteer work begins

12:00 AM Lunch

12:30 PM Volunteer work resumes

2:00 PM Smoke alarm installation concludes

3:00 PM Home rebuild clean up

4:00 PM Home rebuild concludes

Events including employee volunteers take place on Saturdays. The day kicks off with volunteer check-in and a short speaking program where we invite local Spectrum leaders and elected officials to speak. The nonprofit hosting the event will give a safety briefing before leading volunteers to their assigned tasks. Find suggested talking points in the External Relations section of the Playbook.

Spectrum takes the utmost care in respecting the privacy of the homeowners we assist. Follow these guidelines: • Homeowners are not required to be Spectrum customers, and Spectrum employees are not permitted to search customer databases for homeowner information • Home selection is conducted solely by the nonprofit partner. Spectrum may be asked to review a street address to ensure home(s) are within footprint • In all internal and external communications, homeowners shall solely be noted by first name • Event coordinators shall not contact selected homeowners without the nonprofit’s permission. Visits to a home prior to the day of the event are limited

HOME REBUILD

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TYPES OF EVENTS

Event Type Number of Kits

Number of pallets

1 or 2-home rebuild

168 Kits 2

3 or 4-home rebuild

252 Kits 3

Standalone Event 168 Kits 2

Kits will be distributed in the quantities set below:

2018 Safe & Healthy Home Kits include:

• First Aid Kit

• Night Light

• Smoke Alarm

• Carbon Monoxide Tester

• Cleaning Wipes

• Caulk

• Weather Stripping

• DampRid®

• Weather Radio

• Lead Information

• Home Maintenance Checklist

Planning your standalone Kit Distribution:You will need to select a nonprofit partner in your area to host the distribution and handle outreach. Standalone Kit Distributions can be scheduled for two to four hours anytime during the week. The following process for ordering kits solely applies to standalone Kit Distributions – you do not need to process an order for kits being distributed at a Home Rebuild with Rebuilding Together.

Ordering Kits:Kits are delivered as freight shipments on pallets containing 84 kits each, and must be requested at least six weeks in advance of a Kit Distribution via the Safe & Healthy Home Kit Request form. The SHA team will confirm receipt of your request, after which a shipping manager will contact you to confirm the address and coordinate a day and time window for delivery: either morning or afternoon. Your delivery contact person should be available during that time window until the kits are delivered and unloaded.

If any changes need to be made to the date or time, please communicate with the shipping manager at least a week in advance, as changes to deliveries need to work their way through multiple channels. Update the SHA team as changes arise.

To request kits, you will need the following information: • Delivery address • Delivery contact name and cell phone number • Date of event • Event partner• Access to loading dock (preferred), hand truck or other delivery instructions

Receiving Kits:The driver may or may not be able to assist with unloading the kits. If the kits arrive damaged, please still accept the delivery; take a photo and report the damage to the SHA team. Minimal handling while off-loading will preserve the integrity of the kits. If unloaded via forklift, keep pallet in protective wrap until the distribution date.

Distributing Kits:A Kit Distribution table can typically be managed by 2-3 people. At a standalone Kit Distribution, the event planner or 1-2 volunteers can help distribute kits. At a Rebuilding Together Home Rebuild, your House Captain will assign volunteers to manage the table.

SAFE & HEALTHY HOME KIT DISTRIBUTIONS Safe & Healthy Home Kit Distributions provide an opportunity to impact your community with minimal need for employee volunteers. Spectrum Internet Assist may choose to attend and promote their product at Kit Distributions.

There are two types of Kit Distribution events:1 Kits distributed in conjunction with a Home Rebuild with Rebuilding Together. Your local affiliate partner will be responsible for setting up the distribution point and all outreach to secure recipients. Home Rebuild events with partners other than Rebuilding Together will not receive kits. 2 Kits distributed at a standalone Kit Distribution event.

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YOUR EVENT

SPECTRUM COMMUNITY IMPACT The Community Impact team is responsible for strategy and oversight of the company’s philanthropic efforts. The Spectrum Housing Assist team ensures the full execution of events and consistency in partner and volunteer experience by coordinating efforts and relationships between nonprofit partners and all Spectrum teams (Field Communications, Content Production, Diversity & Inclusion, Multicultural Marketing, Programming, etc.). SCI holds all contracts with nonprofit partners and reviews all internal and external content produced at a Spectrum Housing Assist event or representing the SHA mission.

Post-event:

• Submit After-event Report

• Distribute thank you notes to volunteers and coordinators (optional)

• Distribute Charter Certificate of Appreciation to volunteers (optional)

On-Site :

• Arrive early to set up Spectrum banners and ensure proper set up of volunteer accommodations

• Post notice of filming and ensure premise release has been obtained

• Act as point-of-contact for all Spectrum contacts on site

• Take at least five photos according to the photography requirements

• Collect required data points per After-event Reporting guidelines

• Collect information for potential content needs as required by the Content Team

Pre-event:

• Join SHA Weekly Update calls

• Work with local nonprofit to confirm site set up and volunteer amenities

• Manage volunteer recruitment

• Identify and invite local Spectrum leadership

• Engage government affairs team to invite elected officials

• Create Run of Show and distribute to coordinators • Distribute Media Alert/Press Release and manage on-site media contacts

• Local nonprofit partners only: Obtain any liability waivers or releases that volunteers are required to sign on-site or pre-signed during online registration. Submit to SHA team for legal review. Note: legal review may take several weeks.

REGIONAL FIELD COMMUNICATIONS Regional Field Communications teams will act as the local lead for each event in their region. Planning will take place directly between Field Communications and the local nonprofit partner. Regional Directors will act as or assign a designee to recruit volunteers, engage media outlets and work with the nonprofit and SHA team to ensure a consistent volunteer experience. When recruiting volunteers, the Regional Director/designee will be the volunteer’s main point of contact. Any nonprofit communication should go through Field Communications with support as needed by the SHA team. After the event, the Regional Director/designee is responsible for collecting and reporting data points to the SHA team. See the After-event Reporting section for details.

YOUR EVENT

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Pre-event:

• Identify, vet and select project site(s)

• Develop tasks/work scope appropriate for pre-arranged number of volunteers

• Plan contingencies for inclement weather (primarily for welcoming remarks and lunch)

• Provide necessary pre-event information to Spectrum teams

On-site:

• Set up site with appropriate equipment

• Manage volunteer check-in, including nametags

• Provide volunteer amenities, such as breakfast, lunch, bathrooms, hand sanitizer, water, snacks, sunscreen, bug spray

• Provide safety and other required training, including first aid kit and safety equipment

• Assign volunteers to locations and tasks – provide specific task instruction

Post-event:

• Report successes, opportunities and data points

• Participate in after-event debrief call with local Spectrum teams and SHA (optional)

GOVERNMENT AFFAIRS

Government Affairs will invite and secure local elected officials for each event. Speaking and volunteer opportunities will be provided to elected officials and VIP attendees, though volunteer participation by VIPs is not required.

NONPROFIT PARTNER

Nonprofit partners play an important role in improving homes and providing an opportunity for employee volunteers to participate in improving communities. Local nonprofit offices will be the lead on all project planning, work scope development, volunteer assignments, volunteer amenities (meals, t-shirts) and providing safety equipment and tools.

Pre-event:

• Invite elected officials

• Provide final list of Elected Officials (speakers and attendees) to Field Communications

On-site:

• Receive and provide on-site assistance to elected officials

• Collect information for potential content needs as required

Post-event:

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YOUR EVENT

VOLUNTEER RECRUITMENT

Spectrum Housing Assist events offer the opportunity to engage employee and community volunteers. Use the Spectrum Housing Assist Event Tracker to determine the required number of volunteers for your event. Skilled and unskilled volunteers are welcome. Employees are encouraged to invite friends and family. (Employees must register all guests.) You will be provided with navy blue Spectrum Volunteer t-shirts at events where the nonprofit does not supply volunteer shirts.

All volunteer communications are distributed through an internal email platform. This allows us to track open and click rates per email. This Playbook provides email templates that the Field Communications teams can tailor to their event.

FIELD COMMUNICATIONS CORRESPONDENCE TIMELINE:

6 weeksbefore event

• Receive Save the Date draft for

approval from SHA

• Send SHA recruitment areas (ZIP, town and/or office addresses)

5 weeksbefore event

• Save the Date distributed

• Send Email #1 draft to SHA

4 weeksbefore event

• Email #1 distributed

• Send Email #2 draft to SHAR

2 weeksbefore event

• Send Email #3 to SHA, if needed

3 weeksbefore event

• Email #2 distributed

Weekof event

• Send Email #4 to SHA, if needed

• Send Reminder Email to those

signed up

1 weekafter event

• Optional: Send Thank You Email

2 weeksafter event

• Employee Survey distributed by SHA

4 weeksafter event

• Employees can find event highlighted on Panorama in the Spectrum Housing

Assist monthly recap

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YOUR EVENT

SITE PREPARATION Safety Safety is a top priority at a Spectrum Housing Assist worksite. We look to ensure safe conditions for our nonprofit partners, Spectrum employees, invited guests and homeowners. Each individual needs to take responsibility for their own actions and to watch out for others. We often encounter risky situations, but we need to all have the courage to take action to prevent the situation from getting worse or happening in the first place. Ultimately, the nonprofit partner co-hosting the event with Spectrum is responsible for ensuring a safe worksite; however, everyone on-site is expected to perform tasks with safety in mind. If you or any volunteers see an unsafe situation, notify the nonprofit partner immediately. In case of emergency, dial 9-1-1.

Portraying a safe worksite in photos and video is also important. Every photo and video taken at events is reviewed by Spectrum’s Environmental Health & Safety team. Consider this review process when taking photos at an event. The team will review for propose use of:• Ear protection near power tools,• Eye protection near power tools and airborne contaminants,• Ladder usage,

• Site tidiness (trip hazards, loose wires, unbalanced items that may fall over and cause harm, etc.),• And the perception of airborne contaminants or other safety hazards. Permissions and Releases Ensure a premise release has been obtained for all event locations. When partnering with national nonprofit partners, you do not need to obtain premise releases. Those releases are handled by our national contract. When partnering with local nonprofits, obtain a signed premise release, found in the back of this Playbook, for all private properties on which photos will be taken. This includes homes, central meeting locations such as churches or community centers and lots where Kit Distributions will be held.

Post a notice of filming at each event location. Ensure all liability releases required by the nonprofit partner have been signed by volunteers prior to the event date. When partnering with national nonprofit partners, the online registration includes a liability release for every volunteer. However, your local affiliate or chapter may have additional forms they require of volunteers.

Branding with Banners You will receive Spectrum banners to use at all Spectrum Housing Assist events. Banners should be placed to create a fun and inviting atmosphere and to strategically provide branding in photographs.

Rebuilding Together events will have co-branded signage provided by the local affiliate.

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YOUR EVENT

PHOTOGRAPHY

Reminders:

• Place a notice of filming at the entrance to each project site • A premise release is required on all private property where photos are taken. All those interviewed on film or in photography portraits are required to sign a publicity release • We are proud to showcase our company’s diversity in Spectrum Housing Assist photos. Consider diversity in photo subject’s age, gender, race, ability, job title, etc. • Safety is a top priority at a Spectrum Housing Assist worksite. Portraying a safe work environment is also important. Be mindful of perception of safety in your photography. The Environmental Health & Safety team reviews all photos for: o Ear protection near power tools, o Eye protection near power tools and airborne contaminants, o Ladder usage, o Site tidiness (trip hazards, loose wires, unbalanced items that may fall over and cause harm, etc.), o And the perception of airborne contaminants or other safety hazards.

Tips:

• Use landscape orientation where possible. Vertical photos are useful, but landscape has the most versatility • Set your camera to the highest resolution possible. It is best that photos are not already zoomed in to a subject • When using a mobile phone: o Use Photo orientation (not Square); o Avoid filters; o Tap screen to focus on subject; o Set to HI-RES.

Required photos:

• Group shot of all volunteers with signage before the work is started; include homeowners and VIPs • Home exterior and interior projects– before/after (same position)• Homeowner in front of home (after repairs are complete)• Employee volunteers working safely on home repairs• Individual shots of speakers addressing group

If there is a professional photographer on site, provide them with the Photo Shot Sheet.

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YOUR EVENT

AFTER-EVENT REPORTING Reporting is a vital part of the event process. The SCI team publishes internal and external reports on a weekly, monthly, quarterly and annual basis using information supplied by Field Communications, Government Affairs and our nonprofit partners. Employee Surveys are distributed to the employee volunteers by the SCI team. Field Communications teams is responsible for submitting After-event Reports no later than the Friday after your event with the information detailed below. Consistency is key - these reports funnel directly into two critical metrics tools: Monthly Reports distributed to CEO and EVPs and official SHA record keeping. Access the After-event Report at: surveymonkey.com/r/SHAafterevent. See tips on completing your survey below:

Tips for completing your After-event Report

Q10: How many homes were improved at this event?• At larger Smoke Alarm Installations with community volunteers (100-500-person events) only report homes improved by Spectrum volunteers o This is best recorded with a small note on reporting sheets used by Spectrum volunteer teams in the field o If you only have data from the overall event, note that in Q20

Q12: How many smoke alarms were installed at this event?• See above – at larger-scale Smoke Alarm Installations, only report smoke alarms installed by Spectrum volunteers

• Do not include smoke alarms installed as a data point at Home Rebuilds

Q14/Q15: Start/End time• Hours of the event begin when the first volunteer is expected to arrive for registration until the last volunteer leaves the work site

Q16: List of VIP attendees/speakers• Elected officials’ names should reflect official name and title (example: Kate Smith, Mayor of Smithtown may go by Katherine P. Smith in an official capacity)

• Refer to elected official titles as they are listed on their territory’s website (example: Councilwoman vs. Councilmember)

o Do not include nonprofit partner executives unless they are at the national level

• Do not include Charter executives unless VP or above

Q19: Brief event recap• The Who, What, Where, Why, Unique Facts are used for the summary on monthly reports and Panorama articles– please include enough unique detail to write this blurb with any information that could not be gathered from pre-event information (example: historic neighborhood, recent home fires in the area, serving two homeowners have been neighbors for over 40 years, etc.)

Q21: Submit required photography• See Playbook for required photos (group, volunteers in action, before/after, etc.) that portray a fun (smiles!) and safe (per safety requirements) environment

Q22: Submit final Volunteer List• Mimic the “Example” lines in the Volunteer List template that show to report volunteers, family/friends, nonprofit partners, police officers, etc.

• Use Outlook Global Contact List or Panorama Employee Directory as a guide for reporting employee information o Use full name of volunteers as reflected in Outlook, even if they registered with nickname (JP vs. Jean-Pierre) o Match all employees’ titles to Outlook as closely as possible - even down to periods (Sr vs. Sr.) or numbers (“3” vs. “III”). You do not need to include middle initial

• Number of volunteers listed should match number of volunteers reported in Survey Monkey

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EXTERNAL RELATIONS

MESSAGING GUIDE Charter Communications: Charter Communications is America’s fastest growing TV, internet and voice company providing services to residential and business customers, through the Spectrum brand. Spectrum Community Impact: Spectrum is committed to improving communities and impacting lives where our customers and employees live and work. Spectrum Housing Assist: Spectrum Housing Assist partners with nonprofit organizations and engages employee and community volunteers in order to provide critical home repairs across the United States.

We’ve set a goal to improve 50,000 homes by the year 2020. We have doubled our original goal. Spectrum will help more families, provide more opportunities for employees to give back and have a closer connection with the communities we serve as a business.

Key Messaging• We believe it is important to be connected with the neighborhoods and people who make up the fabric of this country.• We are a vital part of the communities we serve.• Our goal is to be more than corporate citizens, we strive to make the lives of people better.• Helping others is rooted in our commitment to the communities we live in and serve.• Our commitment to serving customers and exceeding their expectations is the bedrock of Spectrum’s business strategy and it’s the philosophy that guides our 94,000 employees.• The employees who serve with us exemplify what it means to provide exceptional service – to serve our communities with the same honor and respect that we serve our customers.

PREFERRRED PROBLEMATIC

Signature philanthropic initiative; first national initiative Primary program

Rebuild Repair

Assistance Hand-out, charity

Critical, urgent Desperate, elective

Employee volunteers Employee, volunteers

Spectrum Housing Assist Housing Assist, SHA

Safe & Healthy Home Kit safe & healthy home kit, Safe & Healthy Home kit, SHHK

Rebuilding Together Rebuild Together, RT

American Red Cross Red Cross, ARC

#50Kby2020 #50Khomesby2020, #SHA, #Spectrumhousingassist

Low-income Needy, poor

Nonprofit Non-profit, NGO, charity

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EXTERNAL RELATIONS

Spectrum Housing Assist 2018 | Version 2.1 13

Emcee

Spectrum Executive

or Local Leader

Elected Official(s)

Nonprofit

• Welcome and personal introduction • About Spectrum’s commitment to the community

• About Spectrum Housing Assist

• Latest SHA stats

• Welcome and personal introduction • About Spectrum (# of customers; # of states, # of employees)

• Thanks to our volunteers

• Thanks to homeowner(s)

• Welcome and personal introduction • Connection to local community/district

• Importance of building community

• Thanks to nonprofit host

• Welcome and personal introduction • About the nonprofit

• Scope of work for the day

• Volunteer assignments • Safety briefing (Required)

Spectrum Housing Assist 2018 | Version 2.1 14

HELP & SUPPORT

QUICK LINKS

Spectrum Housing Assist Event Tracker

Communityimpact.spectrum.com

After-event Report

Safe & Healthy Home Kit Request

Charter Newsroom

TEMPLATES American Red Cross Partnership Expectations

Volunteer Engagement Emails

Volunteer Reminder Email

Volunteer List

Elected Official Invitation

Media Alert

Press Release

Kit Flyer

Run of Show

Photo Shot Sheet

Student Volunteer Authorization

Safety Poster

Filming Notice

Publicity Releases

Employee

Non-Employee

Non-Employee Minor

Non-Employee Spanish

Non-Employee Spanish Minor

Location

Location Spanish

For events in the Carolinas, Florida, New York City, Northeast and South field operations regions, contact: Alana Flanagan Project Manager, Community Impact

For events in the Central, Great Lakes, Northwest, Southern Ohio, Texas and West field operations regions, contact:

Tom Morales Project Manager, Community Impact

For general program questions or concerns, contact: Kirsten Young Director, Community Impact

Rahman Khan Vice President, Community Impact

CommunityImpact.Spectrum.com