Nov 24, 2020

COVID-19 Update


While winter doesn’t officially arrive for another few weeks, here in Waterloo Region it’s beginning to look a lot like Christmas! Whether you love winter or are already anticipating spring, we hope you’re staying safe and well amidst the ongoing COVID-19 pandemic.

We’re committed to protecting the health and safety of our members, staff members, and the communities we serve. At this time, our branch hours and protocols for visiting our branches remain unchanged. Branch protocols may vary by location based on public health agency guidelines. If there are any changes to our hours of operation or our branch protocols, we’ll update members through our social channels, kindredcu.com, and signage at our branches.

We’re making some changes to serve you better! Although most elements of our operations remain the same, we do have some news to share with you: our Member Contact Centre will be extending its hours. In partnership with our branches, Kindred’s Member Contact Centre is committed to serving your daily banking needs with convenient and knowledgeable service. No matter how you reach us, you’ll always receive the same friendly and efficient service you expect from Kindred. We welcome you to take advantage of the extended service hours available through the Member Contact Centre.

We’re here to help you during these unprecedented times. From all of us at Kindred, thank you for your continued support! 

With appreciation,

Ian Thomas
Chief Executive Officer


 

Call Before You Visit

We’d love to hear from you and we’re asking members to please call us before visiting a branch. You can call your local branch or our Member Contact Centre at 1.888.672.6728 and we’ll determine how best to help you with your banking needs without you even needing to come into the branch. A phone conversation will help us all do our part to protect each other.

Extended Member Contact Centre hours (updated: 2020.11.24)

Our Member Contact Centre will be extending its hours (Effective Monday, November 30, 2020). In partnership with our branches, Kindred’s Member Contact Centre is committed to serving your daily banking needs with convenient and knowledgeable service. No matter how you reach us, you’ll always receive the same friendly and efficient service you expect from Kindred. We welcome you to take advantage of the extended service hours available through the Member Contact Centre. 

Member Contact Centre Hours Monday to Friday:
Phone or email – 8 a.m. to 6 p.m. (Effective Monday, November 30, 2020)
Essential in-person service – 10 a.m. to 5 p.m.

Toll-free: 1.888.672.6728
Phone: 519.746.1010
Email: info@kindredcu.com

TIP: An ATM and Drop Box are available at each location. Please review our Remote Ways to Bank to learn about the variety of service options available to you. 

What to expect when you visit

We ask that you only visit a branch for urgent or essential reasons. There are a limited number of members permitted in a branch at one time (varies by branch). Since most branches no longer have a greeter stationed at the door, please help us maintain these limits by waiting outside if you notice a number of members in the branch and read the posters on the front door, where applicable.

Regional Mask Requirements: In compliance with regional public health orders, face coverings are now required in all branches. In an effort to ensure maximum protection for our staff and members, in addition to distancing and sanitation protocols, we ask that everyone entering a branch wears a mask. We recognize that there are exceptions to the mask requirements and that these vary somewhat by region.

We continue to employ enhanced health and safety measures, including sanitizing, within all our branches. Hand sanitizer is available at each branch entrance for you to use prior to entering.

Please remember, in support of COVID-19 health and safety precautions, we’re still trying to minimize in-person interactions. Please call before visiting a branch so that we can determine if we’re able to help you over the phone. From GIC renewals and loan requests to mobile app support, we can do a lot more over the phone than you might expect!


 

Remote Ways To Bank

If you’re not yet set up with our remote banking alternatives, now is a great time to do so. This will ensure you’re able to continue banking with us, even if you’re not able to visit us in person or in the event of additional branch closures. You can access your accounts in many ways.

ATM

ATM

ATM

You can obtain cash and deposit cheques at one of our ATMs 24 hours a day, or access thousands of surcharge-free ATMs across Canada via THE EXCHANGE® Network. Our ATM locator is found here.

Drop box (night deposit)

Drop Box (Night Deposit)

Drop Box (Night Deposit)

Our Drop Box isn’t just for night owls! All of our branches have a Drop Box, much like a library book deposit. The Drop Box is available 24/7 and you can use it to deposit cash and cheques, as well as transfer slips, signed documents, and information for our Investment or Lending staff members. Simply place your deposit in an envelope and include a note with your name, member number, and the account you’d like your funds deposited into; ensure the envelope is sealed; and drop it in the depository.

Monday to Friday the Drop Box will be checked regularly. Deposits made between 9 a.m. and 4 p.m. will be processed the same business day. Deposits made after 4 p.m. will be processed at the start of the following business day.

Mobile app – including Deposit Anywhere™

Mobile App

Mobile App

The Kindred Mobile App is available on iPhone and Android devices. With a host of convenient features, it’s a fast and secure way to handle everyday banking wherever and whenever it suits you. Get the iPhone App. Get the Android App. If you’re not sure how to start or you need to obtain your login details, please call our Member Contact Centre at 1.888.672.6728.

TIP: If you have a cheque to deposit, with Deposit Anywhere™ you can quickly and securely deposit it with your smartphone or tablet, from anywhere, day or night.

Online and phone banking

Online and Phone Banking

Online and Phone Banking

To sign in to Online Banking, visit kindredcu.com and look for the box in the top right corner of your screen. In the first field, directly after the pre-populated 8 digits (63022828), enter the last 8 digits of your Access Card (not MemberCard/debit card) number. Do not include any spaces or hyphens. Then, in the Access Code (PAC) field, enter your PAC (PAC is simply another name for ‘password’). See full instructions for setting up Online Banking.

Phone Banking can be accessed by calling 1.844.320.5380.

If you’re not sure how to start or you need to obtain your login details, please call our Member Contact Centre at 1.888.672.6728.

TIP: Kindred is now offering members who have a business account, which was opened on or before March 1, 2020, the ability to simply and securely transmit direct deposit  enrolment information to CRA. Simply login to Online Banking and visit the Account Services section to set up CRA Direct Deposit for Businesses. You will then be able to receive Canada Emergency Wage Subsidy (CEWS) payments directly into your business payroll account.

Over the phone

Over the Phone

Over the Phone

Many of the transactions you typically make in person can be done over the phone:

  • financial planning appointments
  • discussing your current investments
  • renewing a GIC
  • asking questions about your lending needs
  • checking your balances
  • ordering cheques
  • transferring between accounts
  • paying bills
  • and more…

Staff members at all our branches, including our Lending and Investment teams and Member Services Representatives, continue to be available by phone and email to serve your banking needs. Call our Member Contact Centre at 1.888.672.6728. We’re here to serve you!


 

Caring for Members, Staff, and the Community

How we’re supporting our members

We’re offering temporary financial relief to personal and business members

The COVID-19 outbreak is disrupting people’s lives and incomes in a very real and immediate way. Since our credit union was founded in 1964, Kindred has been putting mutual aid into faithful practice by walking alongside our members, and now, we want to do what we can to help you through this difficult time. One of the ways we’re doing this is by offering temporary financial relief to personal and business members.

What does financial relief include? Kindred’s temporary financial relief provides options for loan or mortgage payment deferrals. Individuals may qualify for this relief should they experience pay disruption or job loss, a drop in income due to childcare obligations connected to school closures, or COVID-19 personal illness not covered by short-term disability insurance. In addition, businesses may qualify if they’ve had to temporarily close their operations or are experiencing a cash flow disruption due to a drop in sales.

How long will it take? In many cases, a solution will be determined after a simple phone call. However, some personal and business members may require a slightly longer review. We ask for your understanding as we work to support members while ensuring your credit union continues to prudently manage risk.

Will inquiring about or requesting temporary relief impact my credit score? No, we have designed this relief measure to benefit members and there are no implications for your credit rating.

My mortgage is quite new—will I be eligible? It doesn’t matter how long you’ve had your mortgage or loan; we’ll work with you to determine a personalized solution.

Our process to get you temporary financial relief is simple, clear, and personalized to you and / or your business. We’ll need to ask you a few questions to understand your situation so that we can recommend the right solution, and then we can put things in place for you. We encourage you to contact your local branch to speak with your Personal Lending Specialist or Account Manager to discuss your individual situation.


Support for Kindred Collabria Credit Cardholders

Kindred’s credit card provider, Collabria, has implemented several financial support programs for cardholders impacted by the COVID-19 pandemic. Collabria is committed to working with all personal and business cardholders on a case-by-case basis to help understand and alleviate at least some of the financial hardship they may be experiencing. The following supports are available:

  • Expedited overlimit transaction approvals;
  • Payment deferrals; 
  • Temporary interest rate reductions; and
  • Improved access to permanent credit limit increases.

Cardholders who need assistance can visit MyCardInfo for Collabria COVID-19 updates or call the Collabria Contact Centre at 1.855.341.4643 to find a solution that meets their needs.

Do you need a contactless payment method for your purchases? Our suite of credit cards offers some helpful choices. Learn more at kindredcu.com or call your branch.

How we’re supporting our staff

In addition to employing various health and safety measures, including working from home where feasible, we’re ensuring that every team member continues to be cared for and receives the support needed to make the right choices for their health and the wellbeing of those around them.

How we’re supporting our community

We’re Supporting Local Businesses and Community Organizations

This is a challenging and uncertain time for many of us and that includes our local business owners. Here at Kindred, we’re doing our part to support them by offering financial support, while also purchasing goods, services, and gift cards to use in the future.

All of our 2020 funding commitments to community organizations have been designated unrestricted. This applies to organizations who have already accessed their funds and those who haven’t. These funds can be used for whatever the organization deems essential: operational costs, staff salaries, etc. We trust that our partners know what they need to best serve our community. We hope increased stability and flexibility will allow these organizations to continue to do what they do best.

Where can you offer financial support?

The impacts of workplace and school shutdowns, self-isolating, and health issues affect many of our neighbours, and especially those most vulnerable within our community. In each branch community, we encourage those, who are able, to consider supporting organizations in our communities who are providing immediate and necessary support.

Region of Waterloo

Aylmer

Elmira

Kitchener-Waterloo

Leamington

  • The Bridge is a Resource Centre that provides supports for youth ages 14 to 24. Housing supports are provided in partnership with ACCESS County Community Support Services are also located at the Centre. Donations are accepted to provide access to critical supplies.
  • The Salvation Army Food Bank provides emergency food assistance in Leamington. As part of the Windsor-Essex County Food Bank Association, you can donate here.

New Hamburg

Perth County (Milverton)

Resources for individuals

COVID-19 Support and Resources for individuals:

Canada Emergency Response Benefit – Canada’s COVID-19 Economic Response Plan includes the Emergency Response Benefit. This benefit will provide $2000 a month for the next four months to employees who lose their income due to COVID-19. The application will be available soon, and compensation will be received within 14 day. This benefit replaces the previously announced Emergency Care Benefit and the Emergency Support Benefit.

Canada Emergency Student Benefit (CESB) – The Canada Emergency Student Benefit (CESB) provides financial support to post-secondary students, and recent post-secondary and high school graduates who are unable to find work due to COVID-19. This benefit is for students who do not qualify for the Canada Emergency Response Benefit (CERB) or Employment Insurance (EI).

Changes to the Employment Standards Act – The Employment Standards Act, 2000 was recently amended to include an unpaid, job-protected infectious disease emergency leave. This leave is available to employees who are not performing the duties of their position for certain reasons related to COVID-19.

Collabria Credit Card Services – If you have a Kindred Collabria credit card, you may benefit from minimum payment deferrals, emergency credit limit increases if you are stuck outside Canada, and increased contactless payments for grocery, convenience stores and pharmacies. Call 1-877-341-4643 for more details.

COVID-19: Eviction Bans and Suspensions to Support Renters

Deferred Tax Filing Deadline for Individuals – The Canadian Revenue Agency has deferred tax payments from individuals until June 1, 2020 and allowed all taxpayers to defer, until after August 31, 2020, the payment of any income tax amounts that become owing on or after March 18 and before September 2020.

EI Sickness Benefit Changes – The usual waiting period for EI benefits has been eliminated for those who are unable to work due to a COVID-19 quarantine or recommended self isolation. Program and application information is available here.

Enhanced Canada Child Benefits – A proposed increase of $300 per child with the May 2020 Goods and Services Tax Credit (GSTC).

Ontario Benefits – The Ontario government will offer one-time payments to parents of children who are affected by school and daycare closures. These payments will be $200 per child up to the age of 12, or $250 if the child is considered to have special needs. Low-income seniors will also see increases in their usual payments from the province for six months, some families will be newly eligible to receive support paying hydro bills, and access to the Ontario Works income support program will be expanded as well.

Ontario Human Rights Commission and COVID-19 – Learn about your employment and tenant rights.

Ontario’s Emergency Assistance Program

Work Share Programs – This program allows for employees to apply for Employment Insurance (EI) benefits when experiencing reduced hours due to shared work among employees. The program has been enhanced to eliminate the waiting period for benefits and allow for up to 76 weeks of support. Program details and application forms can be found through here.

Wellbeing Resources:

Community Justice Initiatives is offering free, virtual conflict coaching. Contact jasons@cjiwr.com for more information.

The Ripple Effect Education, a partner with the Kindred Credit Union Centre for Peace Advancement offers Conflict Resolution tips to consider during this time of self-isolation.

Government Health Resources:

Public Health Ontario (COVID-19)
COVID-19: Ontario Self Assessment Tool
Government of Canada – coronavirus disease (COVID-19)
World Health Organization – coronavirus

Where can you access food assistance?

Region of Waterloo:

  • The Region of Waterloo has regular Community Support updates, including: food assistance, open spaces for vulnerable community members, emergency shelters and emergency childcare.
  • Food4Kids Waterloo Region provides packages of healthy food for kids aged 14 years and under, with limited or no access to food when schools are closed. 
  • Monica Place provides a list of crisis contacts to support young women who are pregnant, parenting, or placing for adoption.
  • Nutrition for Learning offers universal access student nutrition programs in 140 schools in Waterloo Region from Elmira to Cambridge. They are running pop up snack locations throughout the region.
  • The Food Bank of Waterloo Region has provided this resource that outlines how to receive food support during COVID-19 across the region.
  • Wilmot Family Resource Centre is providing pre-packaged food hampers Monday to Friday 9:00am to 4:30pm. Please call 519.662.2731 in advance. They are also able to provide resources for who to contact to file Employment Insurance (EI) or apply for any government funding being offered during the COVID-19 crisis.
  • Woolwich Community Services provides emergency food assistance and community support.

Aylmer:

  • Corner Cupboard Food Bank provides emergency food assistance in Aylmer and surrounding area. Hours are Tuesday 9:00 a.m. to 12:00 p.m. and 3:00 p.m. to 5:00 p.m.

Leamington:

Mount Forest:

  • Community Pantry provides emergency food assistance to Minto, Southgate, Wellington North, and West Grey. Call 519.323.9218.

Perth County (Milverton)

  • Loaves and Fishes Food Bank provides emergency food access for residents of Milverton, Ellice, and Mornington Wards. Contact 519.595.8762.
  • It Takes a Village is supporting those in Listowel and surrounding area to meet their basic needs. Check here for updates on hours.
  • The Local Community Food Centre serves low-income communities in Stratford and three surrounding counties.
  • Salvation Army Food Bank in Listowel is open Wednesday & Thursday from 10:00 a.m. to 12:00 p.m. and 1:00 p.m. to 3:00 p.m. They are asking individuals looking for assistance to call, text or email their office. They will pre-pack a hamper based on family size and it will be available for pick up from the waiting area at the pre-arranged time. Call, text, or email: 226.622.4719, or gwyneth_woods@can.salvationarmy.org.

This is not a comprehensive list of supports available within our branch communities and is being updated as new information is shared with us. Please contact Amy Zavitz amy.zavitz@kindredcu.com if you have information to share with our networks.

Resources for businesses

COVID-19 Support and Resources for Business Members:

Business Credit Availability Program Business Development Canada (BDC) and Export Development Canada (EDC) have been given funding by the Government of Canada to support businesses with financing and credit insurance solutions.

Canadian Chamber of Commerce Preparedness Guide – Includes an action plan, things to consider, and important questions to address.

Canada Emergency Business Account (CEBA) – Kindred is now accepting applications for the Canada Emergency Business Account (CEBA). CEBA is a government-guaranteed loan of up to $40,000, interest-free until December 31, 2022. Businesses and non-profits that have been affected by COVID-19 may apply for this loan to help them cover non-deferrable operating costs. All details can be found on kindredcu.com and applications can be made through Online Banking. If you’re in need of support, please contact your local branch and speak with your Account Manager to discuss the most appropriate solution for your business.

Canada Emergency Commercial Rent Assistance (CECRA) – The Canada Emergency Commercial Rent Assistance (CECRA) provides relief for small businesses experiencing financial hardship due to COVID-19. It offers unsecured, forgivable loans to eligible commercial property owners to: reduce the rent owed by their impacted small business tenants; and meet operating expenses on commercial properties. Property owners must offer a minimum of a 75% rent reduction for the months of April, May and June 2020. We encourage all eligible commercial property owners to participate in this program.

Canada Emergency Wage Subsidy (CEWS) –  To help employers keep and re-hire workers amidst the challenges posed by the COVID-19 pandemic, the Government of Canada has implemented the Canada Emergency Wage Subsidy (CEWS). The Canada Revenue Agency (CRA) requires employers to register for direct deposit in order to receive the benefit straight into their business payroll account. Kindred is now offering members who have a business account, which was opened on or before March 1, 2020, the ability to simply and securely transmit direct deposit  enrolment information to CRA. Simply login to Online Banking and visit the Account Services section to set up CRA Direct Deposit for Businesses. You will then be able to receive CEWS payments directly into your business payroll account.

Canadian Federation of Independent Business (CFIB) Resource Page – The CFIB Resource Page has a list of FAQs, resources, and templates for business owners such as policy templates for notices to visitors, emergency preparedness, and sick policies.

COVID-19 Business Self-assessment – If your business is located in Ontario, use this self-assessment to help determine which financial help measures apply to your business.

Deferred Tax Payments – The Canadian Revenue Agency has deferred tax payments from businesses until August 31, 2020.

Government of Canada Support for Businesses – The Government of Canada has launched a resource page for businesses that summarizes the support available for employers, employees, mandates regarding business travel, and further support details for international business.

Ontario’s Action Plan – From support for business to improve cash flow to deferred WSIB payments, the province is working with its partners to provide Ontarians with financial relief and resources.

Regional Development Agency Support – Tourism operators, small businesses, and organizations may be able to access funding through their regional development agency.

Wage Subsidy – To help businesses keep workers on the payroll, a wage subsidy of up to 75% is available for qualifying businesses retroactive to March 15, 2020 (for up to 3 months). This is available to businesses that have had a minimum 30% drop in revenue due to COVID-19. Non-profit organizations and charities are included.

Resources for organizations

COVID-19 Support and Resources for Charities and Nonprofits:

Imagine Canada: COVID-19 Resources for Canadian Fundraisers – This is an evolving and comprehensive list of articles, resources, upcoming digital events, and guides to assist fundraisers during the COVID-19 outbreak.

Imagine Canada: Federal government Covid-19 measures – implications for sector organizations – This is a live document that will be regularly updated as the federal government announces new measures that will impact the charitable and nonprofit sector.

Imagine Canada: Managing through and building resilience during the outbreak – A hub of updates and resources for the Canadian charitable and nonprofit sector.

Leadership Waterloo Region: Non-Profit Leadership Series – As a part of their response to COVID-19, Leadership Waterloo Region is working with local leadership facilitators to offer a series of free learning sessions to target the “hot topics” that local non-profit leaders are facing.

Ontario Nonprofit Network: Resources to help nonprofits adapt and respond to COVID-19 – Links to webinars, resources and updates that affect the Ontario nonprofit sector.

Tamarack Institute: Community Building Webinars – Tamarack is hosting weekly, free webinars featuring the latest ideas and thought-leaders from the field of community change.


 

Additional Information

Cheque orders and other potential delays

We understand that a number of our suppliers, including our cheque provider Davis + Henderson, are experiencing delays related to the current crisis. These delays can be compounded by capacity constraints at Canada Post and call centres. Thank you for your patience and understanding as we work to address these services issues.

Protect yourself from fraud

Cybercriminals have been using the uncertainty surrounding the COVID-19 pandemic to launch phishing attacks and various other scams. As the public continues to seek information on the disease, cybercriminals are increasingly trying to exploit people’s concerns with targeted attacks. Please remain vigilant to these scams.

In addition to phone scams and those distributed through emails and texts, fraudsters are also creating malicious websites. Once you click on one of these internet addresses, the website will install malware on your device.

Since the pandemic emerged, it’s estimated that 50% of the coronavirus-themed domain registrations are likely from malicious actors. That means there are a lot of websites out there that can harm your computer or be used to steal your identity or your money.

Please use only trusted sources to gain information, such as mainstream media, government, and public health authorities’ websites. Pay attention to emails, texts, or even calls you’re receiving that are related to COVID-19, and never click on links.

When you call Kindred, we’ll ask you some security questions; however, neither Kindred nor any other reputable organization will ever ask you for your online passwords. Do not give your passwords, PIN numbers, or other security credentials to anyone!

Take a look at the anti-fraud information found here to learn more about the most common scams, as well as strategies for protecting your identity and avoiding becoming a victim of fraud.

Questions about your investments?

The global economy has turned very quickly in recent days; however, it’s important to remember that swings are an expected aspect of the market cycle. Once you’ve built a well-diversified portfolio that suits your goals, time horizon, and tolerance for risk, staying invested through all market conditions is a time-tested strategy for achieving investment success.

We recognize that if you’re nearing retirement, or have recently retired, you may have heightened concerns about the effects COVID-19 is having on the financial markets. We invite you to speak with us about your concerns. Please call your Financial Planner or Investment Specialist at your local branch to arrange a telephone meeting.

Here are a few helpful resources from some of our partners:

It Pays to Stay Invested – NEI gives some insights on market declines, how you can reduce anxiety when markets fall, and how to give yourself the best chance to meet your goals.

Monthly Market Insights from Aviso Wealth – Data and opinions as of June 30, 2020.

Market Updates from Fidelity Investments – Four charts showing the benefits of staying invested during the coronavirus market dip.

CI Investments Updates – With uncertainty related to the coronavirus outbreak continuing to produce volatile market conditions, CI Investments is committed to keeping you informed of the latest developments. Our portfolio management teams’ latest perspectives will appear here as the situation evolves.

Weekly Marketing Insights from Credential – The latest Weekly Market Insights for the week ending March 20, 2020.

Latest Update from NEI – This article from NEI has some great insights on how COVID-19 may be affecting your investments and what we can see to come.

FAQs

What is Kindred doing to weather this crisis?

Kindred is a solid financial cooperative with a 56-year track record of prudent fiscal management. We experienced a very positive financial year in 2019, including a successful Investment Share offering where we raised $25 million in capital. Based on our health and track record, you can have full confidence in Kindred’s stability and solvency.

What is Kindred doing to ensure a safe and healthy environment for staff members and members?

With heightened cleaning protocols and social distancing practices in effect, we’re ensuring that our branches continue to be a safe and healthy environment. We’re also encouraging members to use alternate banking methods wherever possible. In addition, our Investment and Lending teams are available for telephone meetings to help members with their banking needs. 

We’re supporting our community partners in their response to this situation wherever possible, and we’re doing our part to support local businesses by offering financial support, while also purchasing goods, services, and gift cards to use in the future.

Our staff is a priority. We’re implementing various health and safety measures, including working from home where feasible, and ensuring that every team member continues to be cared for and receives the support needed to make the right choices for their health and the wellbeing of those around them.

What do I do if I have concerns around my financial situation as a result of the COVID-19 pandemic?

We understand that this situation is putting financial strain on our members and their businesses. Temporary financial relief may be available to you, which includes options such as loan and mortgage payment deferral. We encourage you to contact your local branch to speak with your Personal Lending Specialist or Account Manager to discuss your individual situation.

You may also see the resources under our Caring for Members, Staff, and the Community section for links to many government programs and agencies extending a helping hand during this difficult time. 

Will I still be able to access my funds and/or my accounts in the event that branches have to close down?

Yes. Plans are in place to continue delivering banking services and financial advice to our members. This includes access to funds and/or accounts in the event of temporary branch closures due to the COVID-19 situation.

You can continue to do your banking through mobile, online, and telephone banking, over the phone, ATMs, and our Drop Boxes. Learn more about our Ways to Bank.

What if I don’t know how to use online banking or mobile banking?

We’re here to help! Kindredcu.com features a new step-by-step guide to help you get started with online banking. Please call our Member Contact Centre at 1.8888.672.6728 to obtain your login details and to learn more about our many Ways to Bank.

How can I protect myself from fraud?

We advise all of our members to be alert of suspicious activity online and on the phone. Please always remember to use safe internet and email practices. We encourage all members to review our fraud pages and the Protect Yourself From Fraud section on this page to learn more. 


Please continue to check back here or join our mailing list for ongoing COVID-19 updates.

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