Client Snapshot
Client: New Department Leader & Underperforming Team
Focus: Quality, Engagement, and Service Turnaround
The Challenge
A new leader inherited a department facing severe performance issues, putting the organization at risk:
Lowest Engagement: Employee engagement scores were among the poorest in the organization.
Poor Quality & Compliance: Low quality performance with State and Regulatory Audits indicating serious issues.
Low Customer Satisfaction: Service delivery was consistently poor.
Performance Deficit: The team was performing poorly overall.
The Goal
The new leader approached the engagement with strong belief in her team and a clear objective: to learn how to actively engage them to be more effective. The measurable goals were:
Increase Customer Satisfaction
Increase Employee Engagement
Improve Quality Measures and achieve regulatory compliance.
Our Intervention
Coaching focused on empowering both the leader and the team to build a high-trust, high-performance culture:
Leader Coaching: The leader was coached on setting clear departmental direction, establishing psychological safety, implementing layered accountability, and facilitating effective daily huddles.
Team Empowerment: The team was actively coached on voicing issues constructively, engaging in team problem solving, and taking ownership of quality delivery of services. This intervention created a safe space for dialogue and accountability.
The Results & Impact
The sustained coaching intervention resulted in a complete and rapid department turnaround:
Key Result
Impact
Quality & Compliance
Achieved zero defects on the State Audit, the first time in 10 years.
Team Health & Engagement
Employee engagement soared, becoming one of the highest in the organization, and the department achieved zero turnover.
Customer Satisfaction
Customer satisfaction increased substantially.
External Recognition
One employee was recognized as the State CNA of the Year!—a testament to the new standard of excellence.