Connecting You to NHPBS

Tucked in the corner of her bedroom, Diamond LeGrande dons a headset and cheerfully talks about her job at New Hampshire PBS. “I love being a part of an organization that has been a part of my life growing up. I was raised on PBS. I’ve gone from watching it after school to falling asleep to Bob Ross on rainy days to actually working here!” 

Diamond moved north from Richmond, Virginia, with her vivacious daughter Devin in tow, looking for new opportunities. When she saw the job posting, Diamond thought, “What other Mom jobs could you get that would impress a six-year-old?” But that’s not all that drew her to NHPBS. “I get to have a set schedule, I get to be social, and I’m doing a job for a nonprofit that means something.” 

You may have spoken to Diamond on the phone if you called the NHPBS membership hotline. Speaking with a slight southern drawl, Diamond’s infectious laugh and welcoming demeanor puts everyone at ease. 

Talking to anywhere from 10—50 viewers a day, Diamond is the nerve center of the Membership department. Every member service call goes through her. With an eye to detail, she processes donations and updates donor information. Diamond also patiently assists members with PBS Passport, our video-on-demand service. And there’s always questions about our events, concerts and how to join the NHPBS Kids Club.

With a bright smile, Diamond enjoys talking with members. “I am on the phone all day, every day from 9 AM-5 PM.” Sometimes she’s helping a viewer with a question that takes two minutes, or it may take over an hour to resolve an issue. “I handle membership care and support. I see myself as keeping the communication lines open between you at home and us at the station.” 

This isn’t a traditional call center with dozens of operators. Diamond is the only person answering your membership calls and emails, and because of the pandemic, she’s doing her job from home. “When I first started working from home, I was afraid of not sounding professional. I didn’t want the viewers to hear what was happening in the background,” says Diamond. But something special happened. “It has actually helped me become more connected to the viewers, because they may hear my daughter in the background doing schoolwork, and the viewer would say, ‘Oh right, you’re at home too. I forgot we’re all going through this.’ And then we both take a breath and start working through their membership questions together.”   

Diamond’s on a mission to foster as many relationships with NHPBS members as possible. “I want to make viewers feel more like we’re one big family and that NHPBS is a voice for the community and a place where they can be heard.” She laughs warmly and says, “No matter the question the viewer may have, I want them to feel that they could come down to NHPBS and hang out with me all day.” 

Diamond has some advice for members. “Remember to take your time. If you’re signing up for Passport, use the email that is connected to your PBS account. And if you’re looking for your ‘thank you gift,’ it may take a little bit longer to arrive because of the pandemic. But don’t worry, it’s coming!”

Diamond enjoys sharing her love of FINDING YOUR ROOTS, NO PASSPORT REQUIRED and MASTERPIECE with viewers on the phone. “It still feels magical that I’m working at the place that I’ve daydreamed about. It’s like fulfilling a fantasy.”

Pressroom Contact

Carla Gordon Russell
Director of Communications
crussell@nhpbs.org
(603) 868-4339