COVID-19 Update

Over the past several weeks we have seen dramatic changes to the way our Members are fulfilling their day to day banking needs. As the community continues to socially distance and stay home to save lives, we are further adjusting our hours of in-branch service to accommodate the shift in our Member needs to phone and video conference services. Effective April 9, 2020 our branches will be temporarily closed for counter services on Wednesdays. You will still be able to reach branch staff Monday-Friday by telephone, and as always our mobile app, online banking, and DingFree ATM network are available for your banking needs 7 days a week.

Additionally, all locations will be closed April 10th (Good Friday) and April 13th (Easter Monday) as our staff enjoy a much deserved break for Easter.

Our new hours for each of our branch locations are as follows:

  • Main St, Welland
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Fourth Ave, St. Catharines
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Dorchester Rd, Niagara Falls
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Huggins St, Niagara Falls
    Temporarily Closed
  • Bunting Rd, St. Catharines
    Temporarily Closed
  • Broad St, Dunnville
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Garrison Rd, Fort Erie
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Highway 20, Fonthill
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday

Thank you for your continued understanding as we navigate these ever-changing times.

Today, I am pleased to announce that PenFinancial will be donating $20,000 in emergency funds, which will be distributed to local organizations to support critical food shortages across Niagara and Dunnville in the wake of COVID-19.

As businesses temporarily shutter due to COVID-19, and more still lay off staff both temporarily and permanently, many families are facing unexpected financial insecurity.  While government subsidies have been promised, the sudden loss of income, illness and childcare disruptions has resulted in the uncertainty of where tomorrow’s meals will come from and how next month’s rent will be paid.

Providing food to those in need can be difficult at the best of times. With COVID-19, that work is even more difficult. We are witnessing local organizations quickly pivoting their models to accommodate the thousands of families who are reaching out for support, and we need to help them.

In addition to the assistance provided in times of crisis like the COVID-19 pandemic, I am proud that as a Certified B Corporation, we prioritize our communities in our everyday operations.  As a values-based financial co-operative, we are balancing purpose and profit and we are legally required to consider the impact of our decisions on our employees, members and our community. This decision was an easy one. We have re-allocated funds held within our Truly Local Commitment Community Investment budget, originally earmarked for community events that will no longer taking place due to the pandemic.

We are doing our best to use our business as a force for good, and I hope that this inspires other companies, our members and all of our employees to consider supporting the marginalized during these difficult times.

Ken Janzen
CEO, PenFinancial Credit Union

From the beginning of the COVID-19 outbreak in Ontario, PenFinancial Credit Union has been clearly focused on taking pro-active and efficient measures to protect the health and well-being of our employees and our members.

We continue to appeal to Members to refrain from visiting our branches for non-essential transactions. Our goal is to redirect as many people as possible to return home and reach us by phone or use online banking, our mobile app, or an ATM to complete your everyday banking.

As our response continues to evolve, I want to update you on the additional health and safety measures we will be deploying today, Tuesday, March 24th:

  • As financial services are deemed an essential service, we are doing our best to ensure as many of our branch locations remain open as possible. However, our Bunting Branch in St. Catharines and Huggins Branch in Niagara Falls are temporarily closed out of concern for social distancing recommendations and the limited teller/front line lobby space in these locations. Our remaining six branches will continue to be operational from 10am to 4pm Monday through Friday and closed Saturdays. Our staff from our Bunting and Huggins branches will be deployed to support our Fourth and Dorchester teams, respectively.
  • If you absolutely must visit a branch in-person, you will be subject to screening about travel, potential illness or exposure to COVID-19 before you are to be permitted to enter.
  • We will be allowing only two Members to enter branches at one time. Should you need to wait for service, it is required you observe a social distancing space of 2 meters as recommended by Public Health Ontario.
  • We have installed protective plexiglass barriers around operational teller wickets to protect further our employees and the Members they serve.

My request for all members is that you help us protect our employees and your fellow Members too, by avoiding in-person visits to your branch. Please follow the recommendations of health authorities and avoid contact with others especially if you are having any symptoms of illness, if you or anyone in your household has travelled internationally in the past 14 days, or if you’ve had any contact with anyone who has been diagnosed with or is presumed to have contracted COVID-19.

Let’s all look after each other!

Ken Janzen

CEO, PenFinancial Credit Union

What are PenFinancial’s current branch hours?

As of Thursday April 9, 2020 our hours of operation are as follows:

  • All branches closed Friday April 10th (Good Friday) and Monday April 13, 2020 (Easter Monday) while our staff enjoy some well deserved rest
  • Main St, Welland
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Fourth Ave, St. Catharines
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Dorchester Rd, Niagara Falls
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Huggins St, Niagara Falls
    Temporarily Closed
  • Bunting Rd, St. Catharines
    Temporarily Closed
  • Broad St, Dunnville
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Garrison Rd, Fort Erie
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday
  • Highway 20, Fonthill
    10am-4pm: Monday-Tuesday & Thursday-Friday, Closed: Wednesday and Saturday

I don’t want to come in to a branch, what other ways can I bank?

We recommend, where possible, for Members to utilize the services available through PenFinancial online banking and our mobile app, including:

  • Check account balances, make transfers and review transaction history
  • Send money with Interac e-Transfer
  • Make bill payments and deposit cheques

Additionally, the Ding Free ATM network is available 24/7 to complete your everyday banking.

What added precautions is PenFinancial taking to stop the spread of COVID-19?

Our goal is for our branches to remain open to service Members. To facilitate that safely, we have added extra precautions inside our operations, including:

  • Branch hours have been adjusted to Monday-Friday 10am to 4pm to allow our team time for additional cleaning duties and appropriate rest
  • Huggins and Bunting branches have been temporarily closed out of concern for the ability to socially distance as recommended in their limited working space
  • Branch visitors are subject to screening about travel, potential illness and exposure prior to entering the branch, and will be permitted to enter two at a time for service
  • Plexiglass screens have been installed at operational teller wickets to further protect our staff
  • Additional measures have been added in daily cleaning and sanitizing, with increased frequency and extra attention to high touch areas such as teller stations, telephones, door handles and ATMs
  • All employees are required to stay home should they feel sick, and to self-isolate for the recommended 14 days if they return from travel outside of Canada
  • All in-person Member events have been postponed through the end of April, including adjusting the format of our Annual General Membership Meeting scheduled for April 14th to a webcasted event
  • We have suspended all in-person training, community room programming, and have adjusted plans for all unnecessary group meetings or corporate travel

Can I come in to a branch to do banking?

The majority of our branches remain open to Members for essential banking services. We ask Members to refrain from visiting our branches for counter service unless absolutely necessary. If you are feeling unwell, have had contact with a confirmed or presumed case of COVID-19, or have travelled in the last 14 days, we respectfully ask that you DO NOT visit our branches.

Anyone who absolutely must attend a branch to conduct business, we ask to kindly follow guidelines outlined on the Niagara Region Public Health website, including handwashing and social distancing while waiting or being served.

I’m in self-isolation but need to do banking, what should I do?

We’re happy to serve you over the phone or by video conference. Appointments can be made online at penfinancial.com or by calling your branch. Almost all essential transactions during this pandemic are able to be facilitated remotely with e-signature endorsement. We will do our best to serve you remotely and will handle unique needs on a case by case basis to ensure your banking requirements are met.

What if I need to see an advisor?

Advisors will be available by appointment only and will be facilitated by phone or video conference. Appointments can be made online at penfinancial.com or by calling your branch.

I am facing financial difficulties because of COVID-19, can PenFi help me?

With closures and cancellations, COVID-19 is likely to have a financial impact on many in our community. We want to remind you that as always, PenFinancial Credit Union is dedicated to working with members to provide flexible solutions on a case-by-case basis for managing through hardships caused by these circumstances. Please reach out to your advisor or your local branch as soon as possible so we can discuss your situation and how we can support you through these uncertain times.

Is my money safe with PenFinancial?

Your money is safe at PenFinancial. Canada’s credit unions are widely recognized for our stability, safety and soundness. You can learn more about how your deposits are protected on the Deposit Insurance Corporation of Ontario’s (DICO) website.

Where is the best place to get updates about PenFI’s response to COVID-19?

We’re doing our best to keep information on all channels as up to dates as possible, including updating our hours of service. However, in this unprecedented time where things are changing rapidly your best source for information is this page penfi.ca/COVID-19 and our social media channels on Facebook, Twitter and Instagram.

Additional Resources

https://www.niagararegion.ca/health/covid-19/default.aspx

https://www.ontario.ca/page/2019-novel-coronavirus

https://www.canada.ca/en/public-health/services/diseases/coronavirus-disease-covid-19.html

OUR TRULY LOCAL PLEDGE

We TRY HARDER. We have heart. We know you do too. We choose CHANGE. It takes COURAGE to be different. Driven by PURPOSE. Having fun and feeling good about our choices. We believe the prosperity of our members and our community goes hand in hand. Together we get what we give. We are TRULY LOCAL. Remaining inclusive and accountable, with integrity and respect. Improving lives. Strengthening communities.

This is our commitment to each other.