IGNITE Leadership Academy Action Learning Project 2016-17 | Page 16

Sandy D. Freeland
Administrator
VillageCare
Trending Topics at 46 & Ten
1
How would you describe your Action Learning Project and the difference you hope it will make to
advance your organization’s mission (or the field) and benefit the individuals you serve?
My Action Learning Project involves hosting a social event and inviting residents and family members to interact and discuss Trending
Topics with staff, at a minimum, twice a year. I have received the buy-in from my CEO, COO and Director of Public Policy who has
committed to attend the event. The goal is to provide residents and family members updates on the strategic vision of the Program, new
regulatory requirements that may impact and or enhance service delivery and upcoming or current projects. This initiative will serve to
improve communication thereby improving customer satisfaction. It will also strengthen our relationship with stakeholders as we partner
together to enhance the lives of the residents.
2
How have the relationships you’ve developed as part of your project (with mentors, partners,
stakeholders, etc.) influenced this direction and you as a leader?
One of the many takeaways from my participation in the Academy and relationships I have developed, is not to underestimate the
power of communication. Amongst other principles, communication provides avenues for teaching moments, sharing of information
and learning. As a leader, I endeavor to utilize this tool in the most effective manner afforded, as I truly believe it is the gateway to a
successful operation.
3
What have been important turning points for you, in your own learning, as you’ve engaged with the
action learning process (you might consider a surprise, insight, setback, or challenge)?
I have certainly learned to listen more attentively and accept the fact that it’s OK to not have all the answers. In doing so, I can see the
positive impact that this has had on my leadership style both personally and professionally and the growth and development in my team.
Staff members are freely sharing ideas for service excellence and increased customer satisfaction.
4
How do you hope your project might unfold in the months and years ahead and what impact do you
hope it will have on the field at large?
My goal is to ultimately meet in this forum every quarter. I would also like to extend the invitation to other leadership roles in the
organization that plays a direct role in the facility operations. So often we get caught behind the desk, computers and phones and
neglect the benefits that can be derived from human interaction.
Based on input from these meetings, another added benefit would be to continuously revise our “Frequently asked Questions”, (FAQ)
tool. I think this will be beneficial to newly admitted residents and family members. I have found that some residents struggle to adjust to
their new surroundings. Family members are also often concerned with services offered and other related care concerns. The FAQ tool,
which will be readily available prior to admission, will help to bridge the gap and alleviate some apprehension.
5
How has the action learning process in the context of the Leadership Academy experience
contributed to your growth as a leader?
The Leadership Academy experience has been an essential turning point in my career. I feel renewed, refreshed and revived with the new
tools now in my toolbox and at my disposal. These tools will only serve to enhance the lives of those whom I have chosen to serve and
expand my management and leadership skills. This experience has re-ignited my quest to make a difference, in addition to contributing to
my own personal and professional development. I am forever grateful to have been chosen to participate.
LeadingAge New York
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