Unlocking a Lifetime of Success: Transformative Skills Gained from Being a Madison House Head Program Director

Barnaby Lo swiftly ascended the ranks from his initial steps as a CASH volunteer at UVA, becoming a program director in his second year and serving as head program director in his third and fourth years. Barnaby graduated from the McIntire School of Commerce in 2015 and has since carved a distinguished career path as a Principal at Towerbrook Capital in New York. Reflecting on his journey, Barnaby speaks with a sense of pride and gratitude, attributing much of his success to the life lessons he learned at Madison House. It was here that he discovered his passion for volunteering and discovered the true meaning of making a difference in people's lives. 

Barnaby started his journey at Madison House after picking up a flyer for CASH (Creating Assets, Savings & Hope) in a COMM 1800 - Foundations of Commerce class during his first month of classes. Barnaby was immediately intrigued by the possibilities of volunteering at Madison House and providing free tax preparation services to eligible community members in Charlottesville. Barnaby applied to be a tax aide and soon went through a five-week training process, still under the impression that the volunteer position entailed only tax-like work. 

Barnaby joined the program with the expectation that he would only gain the necessary hard skills to perform tax preparation. When Barnaby began his work, however, he quickly realized filing taxes was the easy part. Building relationships, he found, was the most challenging—and satisfying—aspect of volunteering. Barnaby explains that the first objective was to establish trust with the community. He notes that this connection is vital, as volunteers often handle sensitive, personal matters that require a deep sense of empathy and discretion. “Being proactive and thinking about how we can best help someone who may be feeling vulnerable or uncomfortable requires maturity,” he says. As a volunteer, Barnaby believes he learned the soft skills needed to form a deep bond with his clients. 

Barnaby found volunteering the most rewarding when he realized the impact he could make in community members’ lives. He emphasizes the unique value of the CASH program, pointing out that its true essence lies not in the routine tasks of executing programs, but in the meaningful personal connections that are formed. Specifically, Barnaby was able to provide effective support by understanding each individual and their unique situation. These relationships, he believes, are the heart of the Madison House experience. 

Barnaby’s demonstrated leadership during his first season as a volunteer led him to be chosen as a program director for the following year. In this role, he was in charge of an entire shift of volunteers at a specific tax preparation site. With this responsibility, Barnaby developed the ability to act decisively and be comfortable enforcing those decisions.

“Leading a large cohort of volunteers encourages you to motivate a group of 40 people,” emphasizes Barnaby. He also learned what it was like to make quick decisions in demanding situations. For instance, when faced with issues like malfunctioning technology or logistical hurdles, Barnaby often had to make swift choices about critical aspects, with the responsibility resting squarely on his shoulders. With this capacity to perform under pressure, it is no surprise that Barnaby excelled in his position. 

For the remainder of Barnaby’s time at Madison House he served as a head program director, which put him at the forefront of the CASH program. In this position, Barnaby’s responsibilities extended to overseeing all location operations. This expanded role required him to forge strong connections with community partners and program stakeholders, including the Madison House Board of Directors. This experience added to Barnaby’s collaborative skills and ability to communicate with a wide range of audiences.

Barnaby emphasizes that his career success today is rooted in the soft skills he developed as a CASH volunteer and program leader. He learned that building relationships, leading decisively, and being comfortable with pressure is crucial in building resilience and, ultimately, trust with community members. Responding to setbacks with agility and adaptability helped him bounce back from challenges along the way.

Barnaby notes that programs like CASH with mutually beneficial engagement, where both student volunteers and community members gain significant value, truly have been pioneered at Madison House. Here, students gain invaluable experience and insights through volunteering, while community members receive essential support and services. This reciprocal benefit remains at the heart of the mission at Madison House.

The CASH program at Madison House began offering tax preparation assistance for tax year 2023 on February 5, 2024. Learn more about our services on the Madison House website.

By Lily Bernstein