She passed the Big Brothers/Big Sisters sign in Bloomington, Ill., “approximately 700 times” on her way to and from work at State Farm^®.

The non-profit was looking for volunteers to serve as mentors to at-risk kids; for people that would help these kids learn lessons and develop skills to help them find success later in life.

“I’d always think of a reason why I couldn’t be a Big Sister,” Julie remembered. “I’d say I was too busy or that I wouldn’t know what to do or I didn’t want to commit to something if I couldn’t give it 100 percent, so I just kept passing by and never calling.”

Everything changed 12 years ago when Julie finally called.

“Figure out what you want to be, and we’ll figure out the rest together.”

Kayanna Jones and Julie Mullenbach meet for the first time.

In 2009, Julie was paired with a 6-year-old girl named Kayanna Jones.

“We both liked sports, we liked being outside and we liked to shop,” said Julie.

Julie remembers being a little nervous as she drove to Kayanna’s house to meet her for the first time. “I remember thinking ‘What if I’m no good at this, what if I let this kid down?’ Then I saw this adorable little girl standing on the side of the road, jumping up and down with excitement, and I just knew everything was going to be OK.”

For the next 12 years, it was more than OK. Kayanna and Julie would get together once every two weeks and as time went on, the two grew closer and closer.

”The first couple of years were mostly about building a relationship. I wanted her to know that she could always count on me, that I’d be there when I said I’d be there and that she could trust me.”

Julie once asked Kayanna what she wanted to be when she grew up. The 10-year-old thought about it for a while and said, “I guess I’d like to work at Burger King.”

“I asked her ‘Is that because you like to cook?’” said Julie. “And she told me that she thought Burger King might be a good job, since she couldn’t go to college.”

The two celebrating another milestone.

When Julie asked why she couldn’t go to college, Kayanna told her “it costs a lot of money.”

“You’re right, it does cost a lot of money,” Julie told her, “but I’ll tell you what: you figure out what you want to be, and we’ll figure out the rest together.”

Figuring it out

The next time they met, Kayanna’s career goals had changed; she now wanted to be a doctor or a lawyer.

With that part figured out, the two began working on a plan to get Kayanna enrolled in college.

“Kayanna has always been a great student,” Julie said, “so we were never concerned about her grades. I always tried to show her just because things are hard, it doesn’t mean they’re impossible.”

An avid volleyball player, Julie would sometimes take Kayanna to her games. Kayanna loved sports and quickly took a liking to volleyball. She showed a lot of promise. When the opportunity arose for her to attend a prestigious volleyball club, the two were extremely excited – even after they saw the $800 price tag.

“We weren’t really discouraged,” Julie said. “We just approached it like everything else; we figured out how we would solve this particular problem.”

Through a combination of hard work, talent and perseverance, Kayanna (pictured on the right) landed a full ride to attend college at the University of Illinois-Chicago.

Julie set up a GoFundMe account and they quickly raised more than $1,000.

Kayanna continued attending volleyball clubs, working the concession stand in exchange for money off of her tuition.

“When all the other girls were going home or going out to celebrate, Kayanna was working,” Julie said. “She knew that if she wanted to reach her goal and get to where she wanted to be, this is what she needed to do, and she never complained.”

All of the hard work paid off. Kayanna was recruited by the University of Illinois-Chicago, and she’ll be attending this fall -- on a full scholarship. “It’s just so incredible,” Julie said. “I am just so unbelievably proud of her.”

Their story was so inspirational, the two were recently recognized as the state of Illinois Big Sister and Little Sister of the Year and were finalists for the national award.

“Kayanna and Julie’s story is really remarkable and inspiring,” said Corey Burrows, Chief Operating Officer of the Central Illinois chapter of BBBS. “Their relationship really personifies what we want our organization to do. When we talk about ‘helping a child reach their potential,’ this is exactly what we mean.”

Watch Julie and Kayanna's story on YouTube to learn more.

For information on how to become a Big Brother or Big Sister, visit https://www.bbbs.org/get-involved/.

The Webby Awards is the leading international award program for internet excellence. As a People's Voice Award winner, State Farm was highlighted with other Webby winners from around the world in a virtual Internet Celebration.

This year, along with the SF mobile app, statefarm.com and the Steer Clear Safe Driver Program were also awarded top honors in the international Hermes Creative Awards and the American Business Awards. For additional award accomplishments, view the Industry Reviews & Digital Awards site. 

The Marketing Arm (TMA), the creative lead advertising agency for State Farm, submitted its work on (Re)Introducing Jake from State Farm and received a Webby People's Voice award in the Advertising, Media & PR: Brand Strategy category. ​

This recognition reflects customer pride and confidence in digital products at State Farm through the support across the organization and from customers making these achievements possible.​

To learn more about or download the app, click here.

“People should be able to interact with an app whenever and however they choose,” said Stacy. “A customer first focus is critical.”

Miller is a State Farm^® mobile app (SFma) technology analyst who was part of a recent update to make the online tool even easier for customers. The State Farm mobile app recently won three top honors in the 2020 Webby Awards, the leading international award program for internet excellence.

“Deposit a check, pay an insurance bill, request roadside assistance, file and track claims – you can do it all online – desktop or mobile,” she said.

“My favorite feature is the photo damage estimator. It’s really innovative,” said SFma software developer Andrew Erickson. “If a driver is in an accident, they can use the app to take pictures of their vehicle and submit them to State Farm. Those images are then used to write the customer an estimate. Efficiency and assistance, that’s what we’re about.”

The Secret to Success

From research to user reviews to direct communication tools, State Farm keeps a constant pulse on customer feedback.

“We’re in the business of creating solutions, and we take what people tell us seriously,” said software developer Nick Baker. “We’re constantly adding new features to improve the online experience. When digital tools are efficient, people can be more efficient.”

For first-time users or those with questions, a chatbot guides customers through the claim-filing process and provides proof of insurance cards without logging in. Using the chatbot, people can also get quotes and compare policy options.

“We want people to know we hear them,” Nick said. “During a prior iteration, many informed us the app was hard to navigate. So we personalized the dashboard, making it easier for people to find what they need.”

“We treat the app like raising a child,” Stacy said. “We take care of it, help it grow and thrive, and teach it to help others. Just like parenting, the work never stops.”

“Whether it’s the mobile app, online or a phone call, we’re good neighbors – and we’re there to serve every step of the way,” Nick said.

To learn more about or download the app, click here.

She had always done well in school, so her academic performance would not be what prevented her from being a first-generation college student. Rather, Karina’s hurdles would be finding help to fund her education, getting placed in the best school possible while balancing being a young wife and mother.

Then came what Karina describes as a “random email” one day while an undergraduate student at San Diego State University. It was an informational message from MANA de San Diego, a Latina leadership program in Karina’s hometown. MANA awards $40,000 to $50,000 annually in financial support to students seeking an associate’s degree through doctoral candidates.

“I decided to apply,” Karina says. “I initially submitted my application in hopes of getting funding help for college. It was the only scholarship application I submitted that required an in-person interview. And from that first interview, I felt an immediate connection with MANA de San Diego.”

The bond formed in that interview continued to grow. Karina began attending events the organization sponsored, volunteered and networked with other professionals and companies that support MANA de San Diego.

Karina, 28, was one of the first women to go through MANA de San Diego’s Latina Success Leadership Program of which State Farm^® is a supporter. Karina went graduate school 2,300 miles away at the University of Michigan where she earned a master’s of science in chemistry.

Upon her return home to San Diego, Karina was hired as a scientist at General Atomics. She is the only Latina on her team. Karina credits MANA with giving her the confidence to pursue college, and more uniquely, a male-dominated career.

Rosa María Hernández is director of development and member services at MANA. She came to work for the organization after 10 years in academia and after going through the MANA volunteer-based program herself.

“It’s been great to see how it’s evolved and how it’s impacted so many in such positive ways as it has Karina,” says Rosa. “It gives them the tools, advocacy and strength for them to rise up and the strength to take a chance.”

Karina’s quick success in the company and leadership skills she honed through MANA led to a promotion of two levels. She still calls her mentor once a week.

“I was surrounded by strong, successful women mentors through MANA,” says Karina. “It was real leadership training, and I knew if they could be successful, I could, too.”

And, of course, Karina’s family beams with pride in her accomplishments.

“They are proud and see me as successful,” says Karina. “And there is so much more that I want to do to continue to succeed. That’s why my MANA connections are still so important; they keep shooting for my goals and where I want to be.”

Says Rosa, “I describe MANA as an organization that creates cyclical change. Once you train and encourage one person in the family, you can change the whole family. Karina is a great example of that.”