It is hard to imagine the hospital running effectively without this nominee team. The administrative officer team (AOs) (both those in role and those clinical managers who offer relief coverage) represent the best of JDCH and are strong assets to all aspects of shift-to-shift operations. This dedicated and hardworking group finesses communication and support, autonomy and guidance in a way that is always supportive and aligned with Memorial values of collaboration, compassion, and intention.

Our 5 AOs and our relief AOs embody true professional attributes and genuinely care about every family, every unit, every situation they touch. Whether they are deescalating an upset caregiver through the lens of service recovery (service pillar) and safety (pillar), or troubleshooting a sensitive unit situation, the AO team treats everyone with empathy and respect. Recently, several of them were integral in management of a house-wide situation that required both sensitivity and de-escalation through several units, for both family and our team members. Through every interaction, the AO team aimed to meet the unique needs presented at any given time, while prioritizing caring for all.

The AO team has facilitated family visits after their baby has passed, managed volatile emergency situations, even mixed formula and served as charge while an RN went to the helipad as a way of unifying efforts and delivering excellence in the environment every day, every shift. The AO teams have comforted upset team members and consoled a grieving mom at the time when life-support ended. They relay information between units and CCC to promote efficiency as well as partner between units to assist with optimizing patient flow. The AO team consistently takes initiative to figure out what our teams need during a shift and with autonomy and exquisite communication deliver on those tasks.

All that The AOs achieve flows from fostering relationships with the various departments. They receive feedback from our teams, gently guide performance, and mentor communication between our staff and leadership. The AOs courageously steps forward balancing responsibility and dedication of our JDCH community. They consistently go above and beyond pursuing excellence in teamwork, fostering collaboration between departments, even at times of stress and competing priorities. The team is equally the voice of the teams and echoes advocacy for processes and supplies that may be lacking, especially in the off hours/weekends. They are our unsung heroes, uniquely positioned to lead with heart.