The Client Services and Marketing department, (CS&M), was created in 1989. With a growing number of clients to serve, and the addition of property to its lines of coverages, the CS&M department enhanced the Pool's focus on individualized service and assistance to its members and their agents. The department is a vital part of the Pool's on-going success with membership growth and retention.

The CS&M staff are people with understanding of governmental entity day-to-day operations and the entity's respective insurance and/or risk management needs. Through regular field visits and on-going educational communication opportunities, the department's staff help city officials work through problems with personal, one-on-one attention. The one-on-one attention also provides a great opportunity for feedback from Pool members as to how the Pool can better serve them, thereby enhancing membership growth and retention. The Pool's marketing process is an educational chain of communication relative to the Pool and its purposes rather than a sales push to achieve a premium volume goal. This has always been the Pool's way of doing business.