IGNITE Leadership Academy LeadingAge New York 2014-15 2014-15 | Page 18

Tom Lyons
Executive Director
The Glen at Hiland Meadows

Full Engagement
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 can be described as an exploration of the benefits of directly engaging all levels of staff within the
organization in the problem-solving process with an emphasis on line staff. The most important resource we have in providing services
and care to our senior population are our staff who have chosen the path to care for others, regardless of the department in which
they work. The project will aim to show that by directly involving staff in the development of processes, through seeking their input and
participation, their satisfaction, interest and engagement in the workplace will improve. Quantitative and qualitative results will be sought
through the use of pre- and post-participation testing. Inspired by my participation in the IGNITE Leadership program, the tools applied
have been taken from the LEAN approach. Specifically, applying standardization and standard work instructions, visual management, and
problem solving. The examination will begin with the nursing department for our enriched housing program with a focus on participation
by direct care staff. Staff have been surveyed. It is my hope that through engagement and interaction, we will be able to show positive
outcomes related to staff satisfaction, but most importantly, resident satisfaction.

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?

The care staff of our program have shown a spectrum of interest. In general, the idea has been met with enthusiasm and support. As
a leader, it is inspiring to see others invested in participating in problem solving. When staff experience a leader truly and authentically
engaged in their success, further trust is established, leading to more efficient delivery of care and services for our residents.

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)?

Perhaps the most important insight is the validation of the importance of employee engagement as a means to provide the highest
quality of care. In my experience, employees are looking to be engaged and when they are, they respond exceptionally well.

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?

Steven Covey once said, “In life, there are three constants… change, choice and principles.” Our field in general continues to present us
with change. Changes in payment and delivery of services, level of acuity of residents, customer service expectations of residents and
families to name a few. In some ways, our staff are being asked to do more with less. It is my hope to show that a leadership style of
engagement and action where line staff are direc ѱ䁥