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Strategies for Tomorrow, Delivered Today

2027 Communications & Member Services Summit

Strategies for Tomorrow, Delivered Today

Get inspired at the NCPERS Summit: Find out how other public pensions are successfully connecting with plan participants, educating beneficiaries, and implementing technology to better serve their members.

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March 1-3, 2027 — New Orleans, LA

About NCPERS Communications & Member Services Summit

Behind every public pension system are teams working to answer questions, explain benefits, build trust, and help members navigate their retirement journey. While every system approaches communications and member services differently, they share a common goal: finding effective ways to inform, engage, and support their members.

Join more than 200 public pension professionals at the NCPERS Communications & Member Services Summit, March 1–3, 2027, in New Orleans. Explore different approaches to member outreach, participant education, communications, and service delivery, and discover how other systems are putting new ideas into practice. View the agenda.

Register now to explore new possibilities for your communications and member services efforts.

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“You’ll meet your people doing extraordinary things with ordinary resources.” – Kirsten Lopkoff, Colorado PERA

“It was one of the best pension related conferences that I have been to because it was targeted directly to the needs of pension communications professionals. Also, the connections that were made throughout are priceless and I know will help us all propel our agency efforts.” – Winston Buckley, Director of Communications & Outreach, Teachers Retirement System of Georgia (TRSGA)

Why Attend NCPERS Communications & Member Services Summit?

You’ll leave with a stronger professional network and new ideas you can implement immediately to strengthen member engagement and enhance communications outcomes.

  • Get inspired: Find out how peers are tackling shared challenges — from pension administration system modernization to engaging members across life stages.
  • Customize your learning experience: With dual tracks focused on member services and communications challenges, you can tailor your learning experience based on your needs. General sessions bring the group together for broader discussions on best practices and expert insights. View the agenda.
  • Discover a network of your peers: Facilitated discussions enable plan staff to connect with and learn from peers. Continue the conversation during networking breaks and receptions — where you’ll have the opportunity to build new relationships and strengthen existing ones.
  • Celebrate industry excellence: During the Summit, the Public Pension Communicator of the Year Award will be presented as we celebrate outstanding leadership, creativity, and impact in public pension communications and member services.
View the Agenda Register Now

2027 Communications & Member Services Summit Agenda

The agenda is shaped by program directors — fellow pension professionals and members of the Communications & Member Services Roundtables — to ensure sessions cover the issues that matter most. Interested in speaking? Contact communications@ncpers.org.

12:00 PM – 6:30 PM

Registration Opens

2:00 PM – 2:45 PM

Introductions & Networking

Get to know your fellow pension communications and member services professionals during this informal kickoff session.

2:45 PM – 3:30 PM

Investing in Language Learning: Adult Education in 2027 and Beyond

The keynote speaker will set the stage with insights into how different generations learn best, offering a unique perspective on how to effectively engage with and educate adults in 2027 and beyond.

3:30 PM – 3:45 PM

Networking Break

3:45 PM – 4:30 PM

Adult Learning Principles for Pension Education

Speaker: Victoria McBride, Educator, MOSERS

Public pensions ask members to make some of the biggest financial decisions of their lives, yet much of the education is still built around long, lecture-style presentations and information-heavy materials. By using inclusive instructional design strategies, we can better support members with different cognitive needs, neurodiversity, and varying levels of financial literacy.

4:30 PM – 5:30 PM

Public Pension Communications Award Winners Ceremony

This session celebrates excellence in pension communications and member services through an awards ceremony and Q&A interviews with each winner. Attendees will gain practical insights and inspiration as award winners share their experiences and lessons learned along the way.

5:30 PM – 6:30 PM

Networking Reception

6:00 AM – 7:00 AM

Wellness Activity

7:00 AM – 5:30 PM

Registration

7:00 AM – 8:00 AM

Networking Breakfast

8:00 AM – 8:50 AM

Teamwork Makes the Dream Work: Communications & Member Services Collaboration Approaches

In this panel discussion, two sets of communications & member services leads will discuss how their teams work together to maximize resources and have a positive impact on members. Panelists will discuss how their teams are structured, how they collaborate, and which strategies have been effective for ensuring consistent and clear messaging with members. They will also highlight opportunities for sharing feedback between teams, creating a functional loop where member questions and comments help inform the communications strategy.

9:00 AM – 9:50 AM

BREAKOUT SESSION | Hackathon: Crowd-Sourcing Solutions to Your Communications & Member Services Challenges

Send in advance or bring to the Summit your office’s current challenges and sticking points, and we’ll use this interactive session to gather crowd-sourced ideas and creative solutions from your peers to take home after the conference.

9:00 AM – 9:20 AM

BREAKOUT SESSION | Facilitated Discussion: Engaging Members Across Life Stages

Swap ideas, ask questions, and hear how other pensions are approaching cross-generational communication in this facilitated discussion.

9:20 AM – 9:50 AM

BREAKOUT SESSION | Engaging Members Across Life Stages: Gen Z Case Study (Part 1)

Early savings and a strong understanding of one’s retirement benefits can be critical to long-term financial security. But when retirement feels so far away, it can be hard to prioritize — which presents a major challenge when trying to engage Gen Z plan participants. In this 30-minute case study, we’ll look at what worked (and what didn’t) when one retirement system tested the best outreach strategies to reach its youngest members.

9:50 AM – 10:10 AM

Networking Break

10:10 AM – 11:10 AM

BREAKOUT SESSION | PAS Development: Planning, Pitfalls, and Payoffs

A panel of pension professionals will recount lessons learned from their own PAS development journey. The discussion will cover writing an RFP, dealing with vendors, navigating common traps, and moving from paper to portal. Members in the planning stages for a new or refreshed system will leave with tips on what to focus on and what to avoid.

10:10 AM – 10:40 AM

BREAKOUT SESSION | The “Mid-Career Muddle”: Reaching Members Who Tune Out Pension Communication (Part 2)

It’s easier to capture the attention of someone enrolling in a new benefit or retiring. But how do you reach those members in the middle? In this 30-minute session, you’ll find ideas for reaching members who tune out your communications and get inspired to connect with members in the ‘mid-career muddle.’

10:40 AM – 11:10 AM

BREAKOUT SESSION | Retiree Engagement Programs That Actually Get Participation (Part 3)

Transitioning to retirement is a big life change that often comes with surprise challenges. In this 30-minute session, we’ll look at successful retiree engagement programs and share ideas for reaching retirees with varying levels of digital literacy.

11:10 AM – 12:00 PM

BREAKOUT SESSION | Best Practices in Call Center Operations

This session will explore the key elements of sustaining a high-performing retirement system call center, from recruiting and training staff to developing effective call scripts and technology platforms. Attendees will learn practical strategies for boosting employee morale and retention, creating a customer-focused culture, and hear about call handling processes and systems that have proven successful in a variety of call centers.

11:10 AM – 12:00 PM

BREAKOUT SESSION | “I Survived WCAG”: Ask Me Anything

From de-PDFing to training colleagues on why accessibility matters, we’ll hear from communications teams that successfully led the charge to comply with WCAG 2.1.

12:00 PM – 1:00 PM

Networking Lunch

1:00 PM – 2:00 PM

Can You Keep It Simple? A Jargon-Free Competition

To make informed choices about their financial future, plan participants need to comprehend complex, often jargon-filled information. So how can public pensions simplify their communications and offer easy-to-understand explainers about available benefits?

After a brief overview of best practices for successful communication on complex topics (including tips for using friendly, accessible language), put your knowledge to the test with a friendly competition.

2:00 PM – 2:50 PM

BREAKOUT SESSION | New Ideas in Member Education: Case Studies

This session will showcase the latest programs developed by retirement systems meeting the never-ending challenge of educating plan participants. Case studies will highlight creative and effective ways pension systems are engaging their members and leaving them better educated about their pension participation, program details, and benefits.

2:00 PM – 2:50 PM

BREAKOUT SESSION | Balancing Security with Access: New Challenges in Fraud Prevention

Protecting retirement systems from fraud, cybercrime, and identity theft gets more challenging as the threats get more sophisticated. During this session, we will explore emerging risks facing public pension plans, recent fraud and cybersecurity incidents, and practical strategies to safeguard member data, derived from pension system leaders and law enforcement experts.

2:50 PM – 3:10 PM

Networking & Refreshment Break

3:10 PM – 4:00 PM

BREAKOUT SESSION | Leading the Way with AI in Pension Communications

Hear from plan leaders who have successfully implemented AI policies to responsibly utilize technologies that drive efficiency. This session will also explore the risks and opportunities with the rise of AI — and why it’s so important to take a proactive approach.

3:10 PM – 4:00 PM

BREAKOUT SESSION | From Participation to Prosperity: Helping Public Employees Make Better Financial Decisions

Member education is essential to improving financial literacy and helping public-sector employees make informed decisions about their retirement benefits, savings, and long-term financial security. This session will highlight education and engagement strategies that have demonstrated success in increasing participant understanding, empowering members to make better retirement planning decisions.

4:10 PM – 5:10 PM

“Woah, How’d You Do That!?!” Technology and Automation Case Studies

Have you ever watched a video or listened to a podcast by a peer pension system and wondered, “how did they do that?” Or maybe you’re just wondering if there’s a better way to streamline your processes, solve a problem, or be more efficient. This is your chance to explore practical solutions and see what technologies your peers are using. Through case studies and demos, you’ll find new ideas and new tools to help achieve your goals.

5:30 PM – 7:00 PM

Networking Reception

7:00 AM – 12:00 PM

Registration

7:00 AM – 8:00 AM

Networking Breakfast

8:00 AM – 8:45 AM

Redefining Pension Communications: The Future of Member Engagement

The future of pension communications for plan sponsors may be complex, but it doesn’t have to be. Particularly when they can get creative with an aging workforce.

8:45 AM – 9:30 AM

Internal Communications: How to Get Your Colleagues to Care

Is an email from the executive team enough to build internal alignment? Not necessarily. But as public pensions face increasingly complex challenges, it’s critical to get staff on the same page. This panel discussion will offer perspectives from various team sizes on how to effectively engage across your organization. Understand why internal communications matters — and what can go wrong when it’s not prioritized by leadership.

9:30 AM – 10:00 AM

BREAKOUT SESSION | PAS Migration: Internal Communication in Action

See how to apply internal communications best practices in action with a case study looking at one system’s experience with their PAS migration.

9:30 AM – 10:00 AM

BREAKOUT SESSION | Facilitated Discussion: Internal Communications & Change Management Strategies

Swap ideas, ask questions, and hear how other pensions are approaching internal communications and change management in this facilitated discussion.

10:00 AM – 10:30 AM

Networking & Refreshment Break

10:30 AM – 11:15 AM

BREAKOUT SESSION | What I Wish I Knew Sooner… Leadership Lessons for Early- to Mid-Career Professionals

Whether you’re just starting your career or thinking about what’s next, navigating workplace dynamics can be a challenge. From how to best ‘manage up’ to what it takes to advance, this interactive session will offer advice for reaching your professional goals.

10:30 AM – 11:15 AM

BREAKOUT SESSION | How to Succeed in the C-Suite: Leadership Lessons for Mid- and Senior-Career Professionals

Increasingly, communications and member services staff at public pensions are being elevated within organizations that recognize the importance of these functions. Hear from senior communications and member services leaders about their leadership journeys and participate in an interactive discussion on shared challenges — from imposter syndrome to budgets to managing team conflicts.

11:15 AM – 11:45 AM

Facilitated Discussion: What Does the Future of Pension Communications Look Like?

Engage in a facilitated discussion with peers on the future of pension communications.

11:15 AM – 11:45 AM

Facilitated Discussion: What Does the Future of Member Services Look Like?

Engage in a facilitated discussion with peers on the future of member services.

11:45 AM – 12:00 PM

Wrap Up & Thank You

Registration Information

All public pension professionals who work in member services, benefits administration, communications, digital media, and/or technology are welcome to attend. Did you know NCPERS members save nearly 50% on registration fees? Learn more about the many benefits of joining the NCPERS network or get in touch to verify your organization’s membership status.

  • Fund/Stakeholder Member Early-Bird Registration Fee: $850 (prices will increase to $1,050 after February 5, 2027)
  • Non-Member Fund/Stakeholder Early-Bird Registration Fee: $1,600 (prices will increase to $1,800 after February 5, 2027)
Group shot of attendees at the 2026 NCPERS Communications & Member Services Summit
  • Service Provider Member Early-Bird Registration Fee: $1,050 (prices will increase to $1,250 after February 5, 2027)

Follow these instructions to create your account to register online, or contact registration@ncpers.org for assistance.

Register Now

All requests to modify a registration must be submitted by emailing registration@ncpers.org or by calling 202-601-2445.

All cancellation requests must be submitted in writing to registration@ncpers.org by Friday, February 5. Cancellations received by this date are eligible for a refund, less a $100 administrative fee. Cancellations received after February 5 are not eligible for a refund.

Refunds will be issued only for written cancellation requests received by February 5 and will be processed less a $100 administrative fee. All refunds will be issued to the original form of payment. No refunds will be issued after Friday, February 5.

Substitutions are permitted at no additional cost at any time prior to the event. The original registrant is responsible for providing the substitute’s complete contact information. All substitution requests must be submitted in writing to registration@ncpers.org.

NCPERS prioritizes the well-being of attendees and staff. We encourage respect for personal choices regarding masks and physical contact, adherence to any local or venue guidelines, and staying home if unwell. Thank you for helping us create a safe and welcoming environment.
NCPERS is committed to providing an accessible and inclusive meeting experience. If you require an accommodation due to a disability, please email events@ncpers.org with a description of your accommodation needs. To help us make appropriate arrangements, we encourage you to submit requests at least 30 days before the event. We will make every reasonable effort to accommodate the request.

Hotel Information: InterContinental New Orleans

The InterContinental New Orleans is the host hotel for the 2027 Communications & Member Services Summit. Staying at the summit hotel provides convenient access to Summit sessions and opportunities to connect with fellow attendees. Just two blocks from the French Quarter, the hotel also puts you close to restaurants, live music, and historic sights to enjoy after the day’s program.

We encourage you to reserve your room early. The discounted group rate of $215 per night + taxes and fees is available until February 5, 2027, at 5:00 PM Central Time, or until the room block sells out.

Reservations: Book online or call 1-800-235-4670 and reference group code OLD.

Book My Stay
Exterior photo of the InterContinental hotel with a streetcar
Hotel Policies

Cancellation Policy: Reservations must be canceled at least 72 hours before your arrival date to avoid a penalty equal to the first night’s room rate and tax.

Check-In/Check-Out: Check-in begins at 4:00 PM and check-out is by 11:00 AM.

Transportation
  • Nearest Airport: Louis Armstrong New Orleans International Airport (MSY) is approximately 15 miles from the hotel, typically a 20-minute drive depending on traffic.
  • Rideshare: Uber/Lyft rides and taxis from MSY cost around $35-$45.
  • Public Transit: The 202 bus runs from MSY to the French Quarter. The trip takes about 30 minutes and costs approximately $1.25. The closest stop is a short walk from the hotel.
  • Hotel Parking: Overnight valet parking is $59.60 per night for standard vehicles and $64.10 per night for oversized vehicles, including tax. Nearby self-parking options are also available.
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Beyond the Summit: Stay Connected with NCPERS Pension Fund Roundtables

NCPERS Roundtables bring together public pension professionals from across the country to exchange ideas, crowdsource solutions, and stay ahead of emerging challenges. These vendor-free, virtual meetings create a trusted space to collaborate with peers, and participation is free for staff at NCPERS member pension funds.

Communications Roundtable

Stay connected with fellow communications professionals at public pensions. The Communications Roundtable meets on a bi-monthly basis (every other month) via Zoom.

Member Services Roundtable

Stay connected with fellow member services staff at public pensions. The Member Services Roundtable meets on a quarterly basis via Zoom.

Show Your Support & Make an Impact: Become a Sponsor

Sponsorship packages at the NCPERS Communications & Member Services Summit are a powerful opportunity to position your brand in front of key decision-makers in the public pension community. These packages are designed to help you build relationships with current and prospective clients, gain high-impact visibility in an intimate and focused setting, and showcase your commitment to supporting sustainable public pensions.

Sponsorship

Frequently Asked Questions: NCPERS Communications & Member Services Summit

The Communications & Member Services Summit is open to pension fund staff from both NCPERS member and non-member organizations. The Summit is not intended for trustees.

While nonmember pension funds are eligible to attend, NCPERS members save nearly 50% on registration fees. Learn more about the many benefits of joining the NCPERS network.
Current registration rates are listed on this page. Registration includes access to all sessions, educational materials, scheduled meals, and networking events.
Onsite registration is available unless the event sells out. We encourage early registration to guarantee space. Register now.
Sessions focus on communications, member services, participant engagement, member education, digital tools, technology implementation, accessibility, and operational best practices relevant to public retirement systems.
Yes, find the latest sponsorship opportunities here or contact events@ncpers.org to learn more.
Yes. Attendees who book in the group block will receive the NCPERS discounted room rate while rooms are available. Booking details and deadlines are listed above.
Yes. We share slides for sessions where speakers have given permission on our website and in the event app (when applicable).
No. The sessions are open to everyone. If the program includes limited-capacity workshops, we will specify in advance if sign-ups are required.
No. The Communications & Member Services Summit is offered in person only. Sessions will not be recorded.
NCPERS is committed to providing an accessible and inclusive meeting experience. If you require an accommodation due to a disability, please email events@ncpers.org with a description of your accommodation needs. To help us make appropriate arrangements, we encourage you to submit requests at least 30 days before the event. We will make every reasonable effort to accommodate the request.

Thank You to Our 2027 Program Directors

We are grateful to these public pension leaders for helping shape the 2027 Communications & Member Services Summit program.

Michelle Millhollon

Public Information Director, Teachers Retirement System of Louisiana

Jalel Braden

Senior Communications Specialist, San Bernardino County Employees’ Retirement Association

Lisa Fink

Communications Manager, State Universities Retirement System

Ryan Woodhouse

Content and Publications Manager, Fire & Police Pension Association of Colorado

Victoria McBride

Educator, Missouri State Employees’ Retirement System

Questions? Contact NCPERS’ events and education team at events@ncpers.org or call 202-601-2445.