12D

[0:00:00] Interviewer: So first question. Tell me about yourself. What's your role here? What do you do? Ashley: I'm the Director of olice Safety Security and ar!in". I oversee the #hysical environment from a safety #ers#ective as well as $$ #hysical environment. It's really security as well and that ar!in" [0:00:24] I thin! come $$ s#ea!s for itself both the em#loyees side of the house as well as the valet and #atient side of the house and that's it. That's my role.

Interviewer: %ow do you introduce yourself to #eo#le here& li!e new #eo#le and obviously #eo#le who you !now you don't !now [0:00:40]? Ashley: I usually say I'm the Director of olice. I usually say olice Security and Safety. I actually !ee# ar!in" in there. Safety& I !ind of leave out usually because Safety in a hos#ital always "oes with Security& almost always unless you're at a hu"e city hos#ital where you have your own Safety sort of role and then they usually call it& they have another term they call it a lot of times& it's li!e 'nvironment of Safety. (i!e I'm #retty sure )hico doesn't oversee Safety at the *ri"ham. %e +ust oversees his cha#ter of 'nvironment of )are versus [0:01:12] Safety& a security section of 'nvironment of )are.

Interviewer: So how lon" have you been in this role? Ashley: I've been here since last $$ two ,anuaries. So +ust over two years& +ust barely over two years.

Interviewer: -./-. Ashley: -./-& yu#.

Interviewer: Where were you before here? Ashley: I was at 0ass ioneer [0:01:27] across town.

Interviewer: Were you doin" somethin" similar? Ashley: 1u#. I was Director of Security& Safety and ar!in".

Interviewer: 2!ay. And why did you decide to ta!e the role over here?

Ashley:

*i""er security$related res#onsibilities. It was sort of the ne3t ste#. 0ass ioneer [0:01:41] was a small community hos#ital $$ e3cuse me. It was a small s#eciali4ed hos#ital where we are a small community hos#ital but we have a full 'D& we have full sych 5nit and we're dealin" with a lot of the issues that I didn't necessarily have to deal with at 0ass ioneer [0:01:56].

Interviewer: 2!ay. It's li!e a new challen"e? Ashley: 1u#& absolutely. 6ood o##ortunity.

Interviewer: And so did somebody vacate the role or how did you $$ what are the circumstances surroundin" your substitute role [0:02:05]? Ashley: Dave )orvin [0:02:06] was the Director here. %e moved on to 7ewton$ Wellesley [0:02:09] and he and I went to "rad school to"ether and also are affiliated throu"h a bunch of different #rofessional or"ani4ations and security and he te3ted me and was li!e& 8%ey. I have a #osition I thin! you should a##ly for&8 and I said& 8All ri"ht. (et's do it.8

Interviewer: So one of the thin"s that's come u# quite frequently as I've thou"ht about the Inte"ration was there's the ori"inal #art which was /99:$ish and there's li!e the -./.$ish staff [0:02:35]& ri"ht? It's li!e I don't !now hase or hase 9 de#endin" on who you tal! to. *ut it's li!e this bi" [0:02:41] $$ Ashley: What ha##ened to -./.?

Interviewer: -./. as #eo#le are tal!in" about the Inte"ration itself were a lot of leadershi# chan"es. That startin" li!e new )22. Ashley: 2h& that's when 0ichael came.

Interviewer: That's it. Then they started with the chief switchin" out around then. So it was li!e a lot of activities. There's still some activity but there was a lot of leadershi# chan"es and I didn't actually wasn't thin!in" about that ori"inally. I would +ust thin! that the name chan"ed in -./. $$ Ashley: ;i"ht. -./- when everythin" chan"ed. -./< when everythin" chan"ed.

Interviewer: I was thin!in" about that chan"e when #eo#le said& 87o. -./. was really when it all started and these are sort of manifestations of that #ea! #eriod of a lot of activity.8 Ashley: ;i"ht. So I wasn't here.

Interviewer: 1es. As far as so you came in -./- before the name chan"e? -

Ashley:

*efore the name chan"e thou"h.

Interviewer: 2!ay. All ri"ht. (et me sort of move #ast that because since you weren't here before the -./.& then your role hasn't chan"ed. 1ou've +ust been in a s#ecific role. Ashley: )orrect.

Interviewer: 2!ay. So what !inds of thin"s $$ when you wal!ed into this role that you have now& what !inds of thin"s were shared with you with res#ect to where they're "oin" or anythin"? Ashley: When I started or more when sort of the chan"es ha##ened in -./-? -./<& whenever it was.

Interviewer: (et's tal! about when you wal!ed in and then what you quic!ly learned. Ashley: I mean& when I came in& I !new that they wanted to ma!e some chan"es but it was nothin" to do with the name chan"e. It was more of& this is how it's always been done and we sort of need a new fresh voice in this. So some of the bi" hi"hli"hts that were brou"ht u# immediately even durin" my interview #rocess because my second round interview was with a #anel. Safety )ommittee really needed some revitali4ation and some chan"es there. )onstant [0:04:35] observations are always a $$ this is when you watch the #atients. So who watches the #atients and how that "oes and how do we "et the resources. That was somethin" $$

Interviewer: That's the de#artment. Ashley: 1u#. That was somethin" that "ot brou"ht u# immediately durin" my interview and how I would handle it. Those were the two bi" thin"s I remember immediately. And then& I mean& Susan had only been in the role overseein" Security when I "ot here for maybe si3 or [0:05:02] ei"ht months. She was new $$

[0:05:03] Interviewer: ,ust [0:05:03]. Ashley: 1eah. So she was new to the role overseein" security. She'd always been clinical. I don't !now what she was before actually.

Interviewer: I !now she has ar!in". That I !new she had but the ar!in" #art was $$

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Ashley:

*ut she "ot all of that into whenever $$ 0i!e )aul!in" [0:05:19] left and I thin! that chan"ed a lot of stuff. So I don't !now when it all ha##ened but I !now that Dave only re#orted to Susan for less than a year and he had re#orted to David Troll [0:05:28] for that I believe. With 0i!e )aul!in" [0:05:31] I don't have a timeline.

Interviewer: That's fine. 2!ay. Ashley: So I !now that she was new to it. So from here& we were tryin" to fi"ure out a lot of it to"ether.

Interviewer: 2!ay. All ri"ht. What is your bac!"round? %ow did you "et interested in this stuff that you do? Ashley: 0y bac!"round is criminal +ustice. I have a 0asters in ),. I did an internshi# in "raduate school throu"h 0ass 6eneral [0:06:00]. In "rad school I too! a Security 0ana"ement class. It was the first time I had really been introduced to security as a #rofession. I always sort of thou"ht of security "uards as somethin" and then but really ma!in" it a #rofession was never somethin" that I really !new. And then I did internshi# at 0ass 6eneral in the S#ecial Investi"ation 5nit and that was my first introduction to %os#ital Security. At that #oint in "rad school I was really tryin" to fi"ure out if I wanted to be a #ractitioner& meanin" be in the field or if I wanted to be an academic and I want to do research or wor! for a thin!$tan!. I didn't really !now what I wanted to do. I +ust !new I loved criminal +ustice. And so I did a research internshi# at the De#artment of )orrections and then I did visit [0:06:45] at 0ass 6eneral and there was no com#arison. Interviewer: And so what do you love about criminal +ustice? Ashley: )riminal ,ustice& I love everythin" about it. I loved theory. I loved why #eo#le commit crime and the data behind it. I don't want to do the research but I love readin" it. I was never "ood at stats or research methods. It's +ust not where my #assion lies but I loved bein" inundated with that information. I loved everythin" about criminal +ustice. I thin! it's +ust so interestin" how the core systems wor! or lac! thereof and sort of $$

Interviewer: When you say #ractice& li!e what #ractitioner of $$ what sort of ty#es of roles are those? Ashley: It's anythin" from a #olice officer to a lawyer. Anyone who actually #hysically #ractices in the field of criminal +ustice versus a researcher who is more of an academic. At that #oint I didn't really !now what it meant to sort of $$ you !now this& ri"ht? 1ou "o into colle"e and you're li!e& 8I don't !now what I want to do&8 and you're li!e& 8It will +ust wor! out.8 Somethin" =

will ha##en and you'll find your #lace. And you're li!e& 8I don't !now how it's "oin" to ha##en&8 but you really actually is very true. 1ou +ust stumble u#on somethin" that you li!e and then you sto# doin" thin"s you don't li!e. So I started with this internshi# at 0ass 6eneral and I +ust loved hos#itals. I loved the fact that you don't !now what the hell is "oin" to ha##en when you wal! in. I really don't. 1ou "et everythin". It's +ust nothin" $$ nothin" is borin". Interviewer: 7ow is there a s#ecific& li!e a #rofessional title that you have outside of Director of the De#artment that you $$ olice Security whatever? Ashley: So I'm an SS 2 which is a State S#ecial olice 2fficer. That is a certification throu"h the State olice De#artment 0ass Day olice [0:08:27]. So we did "o to [0:08:29] Academy and it is a licensure.

Interviewer: 2!ay. That's the #art that I was "ettin" at& tryin" to fi"ure out who are $$ which of the #eo#le here who are mana"er or roles [0:08:38] there isn't li!e a #rofessional certification correlate. *ecause you have mana"ers were +ust li!e it's +ust sort of a mana"ement thin" and then some #eo#le are li!e& they have some s#eciali4ed #rofession with the licensures and you do have $$ Ashley: So that is a licensure& yes. And then I do have some certifications. Well& this is the only one I have. I'm wor!in" towards the other. There's two ma+or certifications in healthcare security. There's the )% A which is the )ertified %ealthcare $$ I have to loo! it u# [0:09:05] in my di#loma or fine& whatever you call it. )ertified %ealthcare rotection Administrator. So as a )% A& and that is the hi"hest in healthcare security. And then there's another one called the ) which is )ertified rotection rofessional& I believe and that's from ASIS& and that's a security overall. It's not a s#ecific area security and that's what I'm wor!in" towards ri"ht now.

Interviewer: 2!ay. I have some questions in a minute that I'm "oin" to as! you about how much > described you as a #erson. So I wanted to ma!e sure that I !new $$ #art of it is "oin" to be your role and then #art of it is li!e if you're s#ecialty. So li!e the nurse how much is bein" a nurse describe you as a #erson. It "ets a little weird when I "o to other de#artments where they don't have a s#ecialty because they're li!e& that's +ust my role& a Director& because they don't have a thin" inside of that. [0:10:01] Ashley: 1u#. It ma!es sense.

Interviewer: We'll "et to that in a second. So what do you do in an avera"e day? With whom do you interact most frequently? Ashley: What I also love about this +ob is that I interact with everybody. So there's no one de#artment that I never really have anythin" to do with. I mostly interact with obviously my own de#artment& with 'mer"ency De#artment staff includin" the Director. I also interact very often with [0:10:29] which is our sych 5nit and that leadershi# [0:10:31] and then the floors. I mean& whenever we have a #roblematic #atient& we're involved. That's what I love about this +ob and the ar!in" +ust sort of $$ it +ust allows for more interaction because everyone else as!s #ar!in" questions or com#laints usually& more im#ortantly.

Interviewer: 1ou've been doin" #ar!in" since you've "otten here? Ashley: 1es. I've always done #ar!in".

Interviewer: 1ou have to be involved with this whole stuff about movin" #eo#le all over the #lace. Ashley: 1es. So I am hi"hly [0:10:59].

Interviewer: I was at the last leadershi# $$ I mean& [0:11:03] but I was at the last one when you were tal!in" about not "ettin" #oints or somethin" but you made some +o!e and I was sittin" bac! there lau"hin" about it. So far& nobody has told me anythin". Ashley: It doesn't mean I haven't "otten them. Well& #eo#le are not shy. That is what I found.

Interviewer: I mean& what do you do& ri"ht? There's only so much s#ace. So tell me about your de#artment& your staff& what's "oin" well. Ashley: I have a staff of about <. #eo#le. We're +ust actually tryin" to $$ we have two new #eo#le who are trainin". We're tryin" to "et off to full staffin" which is $$ it does one of these wa3es and wanes [0:11:39]. What was the question? ,ust what do we do?

Interviewer: Tell me about [0:11:43] out. %ow are thin"s "oin" in here? Well& what's challen"in"? Ashley: I have a really "ood staff actually. Dave did a "reat +ob buildin" a "ood& very #rofessional staff. So my +ob here is +ust to elevate that and continue to do more. 2ne of the bi" #roblems with the de#artment is efficiency. So really tryin" to fi"ure out how #eo#le do thin"s and they do them @

efficiently. Also I feel that the su#ervisor does a lot of wor!. We don't have a dis#atcher so that's one of the #roblems. %e or she does a lot of sort of administrative side of the house. Interviewer: Are you missin" a dis#atcher or there isn't a role for a dis#atcher? Ashley: 7o. It's never been bud"eted. So that's one of the thin"s that we sort of are tryin" to fi"ure out. What's the best way to do a dis#atcher without actually havin" a dis#atcher #osition? *ecause then the su#ervisor who does a lot of that !ind of stuff and it ta!es away from him doin" actual su#ervisory sort of functionality. So with Stuart is brand new. %e's my mana"er. %e +ust started in 7ovember and so one of the bi" thin"s I'm wor!in" with him on or havin" as!in" him to really s#earhead is how do we #ush the wor! down? The officers are doin" $$ because they're fully ca#able. They're doin" a lot of the administrative and also& thin! about it. Do we need $$ do we have one officer every day at dis#atch and that's their #rimary +ob so the su#ervisor can do other thin"s. ,ust really tryin" to thin! about that more efficiently. The #roblem with security is when you need all hands on dec!. 1ou need all hands on dec!. So you need a lot of staff but then when there's nothin"& you're doin" a lot of #roactive stuff which can also mean that they're +ust sort of wal!in" around which is what they're su##osed to do but are they doin" in the most a##ro#riate way or they're actually interactin" with #eo#le. Are they tal!in" to them sayin"& 8Do you have any #roblematic #atients? %ow are you "uys doin" today? What can I do?8 buildin" that community relationshi# not +ust wal!in" around and hittin" buttons. Interviewer: So that's #art of what's challen"in" and what's "oin" well. Anythin" else that you would say thin"s that are challen"in" versus thin"s that are "oin" well? Ashley: ;i"ht now& one of the bi" thin"s that's challen"in" is the whole conce#t of observation. I have felt there's to the increase in violent and this is not +ust here. This is not +ust here. This is not +ust *oston. It's across the nation with violent #atients and really how we're res#ondin" to them. So one of the thin"s that I am tas!ed with in the ne3t cou#le of months is to really loo! at our constant [0:13:59] observation and then how $$ who is really security watch. Why are we watchin" these #atients and $$ because it feels [0:14:06] li!e we're #ut on this #atient for three days and then we "et off. We have li!e a day or two to rela3 and "o bac! to our normal o#eration and then we sort of #ut on another #atient and then it's +ust this is li!e you never !now your constant ebb and flow and staffin"& that is difficult.

I only have two staff members on the overni"ht shift with the su#ervisor. And so when I "ot here maybe #robably about si3 to ei"ht months after I "ot here I reali4ed that when we have to watch because we always have a #ost 'D. So we have two officers and the su#ervisor. 2ne officer is always in the 'D. So now we have one officer in the house and a su#ervisor. And you "ot a constant observation on the floor. That means you have someone in the 'D& someone on the com sto# [0:14:41] observation and one #erson to res#ond to everythin". So it's really ti"ht. Interviewer: 1eah. %ow many officers? Ashley: ,ust two.

Interviewer: ,ust two officers& o!ay. Ashley: 2n the overni"ht shift.

Interviewer: 2!ay. Ashley: So if you have both of those on the #ost. If there's another issue& you have no one to res#ond.

Interviewer: %ow many on the day shift? Ashley: There's five officers on the day shift. Bive officers on the evenin" shift.

Interviewer: 2!ay. [0:15:00] Ashley: So we #ut a minimum staffin" in but the #roblem with a bit of staffin" is you have to staff to it and on the overni"ht shift that means you're "oin" to #ull someone over or you "et to brin" someone in if you have a watch or any sort of issue. And that becomes very #roblematic and a hu"e em#loyee dissatisfier.

Interviewer: I'm sure. 7ow you said somethin" interestin" about the increase in violent #atients bein" somethin" that's nationwide. So one of the thin"s& a tidbit of information that some #eo#le have shared whether this is +ust #ers#ective or whatever is that with the inte"ration and with more of the #atients comin" over here from *ri"ham. Some #eo#le have felt li!e they have been sendin" over the #atients who are more violent. 7ow I'm not sure that that's the case but that's sort of one #erce#tion. Does that factor $$ do that equate with your lo"ic or no?

Ashley:

7o. I thin! what mi"ht have lin!ed into that is that they don't have an in$ #atient sych 5nit. So with the affiliation& the question is& do we now automatically "et their sych #atients? Do they "et sort of $$ do you !now what I mean? That's the question and that mi"ht be. So if they're boardin" in their 'D and they need a bed& as soon as our bed o#ens u#& do they automatically come to us? I don't !now if that's true or not.

Interviewer: That's interestin". 7ow& that is interestin". So I could see that. That ma!es sense what's ha##enin" over there. Ashley: We're not ta!in" there $$

Interviewer: The idea is are they $$ 8dum#in"8 is the word that #eo#le use in them. So I won't [0:16:32] $$ Ashley: 7o& I don't thin! so.

Interviewer: 2!ay. Ashley: And also from a criticality #ers#ective& they can deal with the $$ not from a Security #ers#ective but from clinical& they're dealin" with a whole different #o#ulation than we are anyways. So I don't !now if that could be #ossible but it's interestin" if that's the #erce#tion.

Interviewer: 1eah. That's a one #erce#tion out there. Ashley: I'm sure there's many.

Interviewer: 1es. (et's tal! about the Inte"ration a little bit more s#ecifically. %ow does that affect you? %ow do you affect it? Are you wor!in" with #eo#le over at *ri"ham or not? Ashley: ;eally the bi""est chan"e for me was Susan now became the Director of both. She now oversees [0:17:15] services and from what I care about she oversees Security and ar!in" at both #laces. So what I'm feelin" [0:17:20] that I've really noticed and I don't thin! this is a ne"ative. I actually thin! it's #ositive is she's now sayin"& 82!ay. Well& this how )hico does it. Why don't you review with )hico to ma!e sure that you "uys are on the same #a"e?8 In a way& that's never a bad thin" because what I do li!e about the Susan is she may say chec! with )hico and then I tell her& 8I did chec! with )hico but he is from a hu"e city hos#ital and that won't wor! here.8 And she says& 82!ay. *ut you chec! with )hico&8 and that's li!e a thin". I have not found it to be #roblematic. I find the collaboration hel#ful #ersonally and we already had a #artner Security )ouncil. So we were 9

already meetin" every other month& all of the directors of all the #artner's hos#itals. Interviewer: So you already !new him? Ashley: I already !new )hico and not nearly as well but I thin! I !now him better now because of the #artner Security )ouncil and then when we mer"e or however you want to say it. *ecause I +ust thin! we mer"ed. It's easier. When that whole thin" ha##ened it +ust "ives me another #erson who sort of $$ is mandated to hel# me in a way.

Interviewer: 1eah. I'm "oin" to "ive you these circles. [0:18:29] with their name. The white circles are always you as a #erson& you as Ashley. The first #erson is $$ I'm "oin" to loo! bac! at your a##ro#riate title. State S#ecial olice 2fficer is a "ray circle. If you were to sort of loo! at in bo3 number one& those are two entirely se#arate thin"s. 2ne is li!e role and the other is li!e here is who I am at my core. That's what number one would show. 7umber seven would show $$ the bottom one would show that they are com#letely one and the same. (i!e this is who I feel I am. So which one of those re#resents you? Ashley: I would say #robably three or four with SS 2. It's somethin" that I'm #roud of but I don't thin! that it really is a hu"e #art of me.

Interviewer: 7ow what about you as the Director of olice Safety? Ashley: That I would say si3 or seven. I find a lot of identity for my title and it's not because I'm the Director. It's because I feel that what I do on a day to day basis is a hu"e #art of who I am.

Interviewer: 6ood. 2!ay. And what about your relationshi# to $$ the "ray circle is Baul!ner %os#ital? *ein" an em#loyee& bein" a member of this institution& your identification? Ashley: I would #robably say closer to four or five. I really love the hos#ital but it's not an identity to me.

Interviewer: And then what about *ri"ham? Ashley: 2h yeah. I mean& #robably three.

Interviewer: Some #eo#le stru""le with this so much. It's really interestin". 1ou're +ust so fast with it because you "et sort of what the #oint it& sort of understandin" how attached are you to these different thin"s& if it does affect sort of how you do your wor! or how much chan"ed.

/.

[0:20:10] Ashley: So one of the thin"s that I don't li!e about it is I don't li!e #eo#le thin!in" that I'm the Director at the *ri"ham. Bor many reasons obviously& because I'm not. Also& I don't want #eo#le thin!in" that I am tryin" to #ortray myself as the Director of *ri"ham. *ut the #roblem is you write *ri"ham when it's Baul!ner %os#ital. They don't "o to Baul!ner. They +ust refer and they're li!e& 8Wow.8 And I'm li!e& 87o. 7o& I'm at Baul!ner.8 And so mainly because I really res#ect )hico and he has a tou"h +ob. *ut I thin! that's one of the thin"s I disli!e about it +ust because I don't want #eo#le to $$

Interviewer: Thin! you're $$ yeah. I "et that. I "et that. That actually has been one of the interestin" consequences #ositive or ne"ative I thin! maybe it's intended of the mer"er is that a lot of #eo#le callin" over here for when they mean to "o over there. Ashley: ;i"ht. And so I feel li!e we had this hu"e #ush to be li!e& 8We are *ri"ham when it's Baul!ner %os#ital&8 do not use Baul!ner. *ut now I thin! it's almost chan"in" bac!. So when you're formally introducin" yourself& that's what you say. *ut it's o!ay a"ain to say Baul!ner because we are our own identity and it's +ust easier. 1ou !now what I mean?

Interviewer: It's actually easier in the interviews because when I was doin" the interviews& it was not too lon". The official name chan"e was in 2ctober -./-. I've "otten #ermission in about ,anuary. So it's +ust a few months. And then I had started in formally interviewin" #eo#le. I mean& really interviewin" #eo#le in the summer and I found myself tri##in" over my words tryin" to say everythin". And now I +ust say& 8*ri"ham and Baul!ner& you all !now what I mean&8 because #eo#le are a little bit less sensitive I thin! to it. Ashley: In the be"innin" #eo#le were very sensitive. 1ou're li!e sto# [0:21:53] yourself& 87ot Baul!ner. *ri"ham or lose Baul!ner %os#ital&8 and it +ust becomes such a mouthful.

Interviewer: 1es. So committees. *efore I "et there& I'm actually "oin" to as! you& is it o!ay with you? I've been u# sittin" very silently in a lot of different committee meetin"s. and I had thou"ht the one tomorrow was #atient but it's yours and so when I had contacted )hristy to see if I could come& she says& 82h no. That's re"ular Safety.8 I said& 82h& well& I'm seein" Ashley anyway.8 )an I come in? Where is it? Ashley: It's at Sadows!y [0:22:21].

Interviewer: 2!ay. Are most of them in Sadows!y [0:22:23]?

//

Ashley:

A lot of them are& yeah.

Interviewer: That's what I thin!. eo#le are a lot [0:22:25] in there a lot. Ashley: Tomorrow is somethin" really "ood. I thin! $$ well& I don't !now but I'm really tryin" to refocus the committee and it has really nothin" to do with the *ri"ham model. I +ust thin! sort of how we've done is very& very la3. So tomorrow I'm "oin" to be doin" the charter and we're "oin" to really be sayin"& 8What are we doin"? What is the #ur#ose of this committee?8 because $$

Interviewer: That's awesome. That is awesome because that's why I'm sittin" into these committees is because what I learned $$ wor! obviously "ets done in committees. Wor! "ets done in many different forms here. Wor! "ets done in committees and every committee is a little different in terms of what ty#e of wor! actually "ets done there whether wor! related to the strate"ic "oals "ets done there. So that's why I'm "oin" to so many different ones. So I thin! it's a very interestin" mechanism for how thin"s are done in "eneral and a lot of #eo#le's e3#eriences "et shifted or chan"ed and I thin! $$ Ashley: And I !now li!e a cou#le of years a"o when all the $$ I thin! the leadershi# chan"es were ha##enin" because this was ha##enin" while I first "ot here. They were really tryin" to reali"n the committees because everyone was "oin" into so many committees and they were overla##in" so much. The "oals were overla##in" so much. *ut I thin! because safety is a ,oint )ommission requirement. So in the 'nvironment of )are in ,oint )ommission& they were very clear about what the "oals are for our committee and what we have to do and what's required. retty much did they outline it so the chart is #retty obvious. *ut I met with Cristine& I met with aul Ceatin" [0:23:39] yesterday about it and I said& and they said& 8Well maybe& do you mind "oin" over that with them?8 I was li!e& 81eah. They don't !now that?8 and they're li!e& 8Well& I don't !now if they !now that.8 and I was li!e& 82!ay.8 We need to really "o over what the #ur#ose of this committee is. Interviewer: 'very committee needs to "o over with the #ur#ose of committees. When I tal! to #eo#le& a lot of #eo#le were sayin"& when I as!ed this question they're li!e& 8Well& committees could be valuable but most of the time they're not because we're not entirely sure what we're all meetin" there for&8 and I find it so valuable because I'm "oin" there and I've "ot all these as I'm thin!in" about how wor! is done. I'm li!e& 8It's critical. They are critical.8 Ashley: They are. *ut we !ill each other with meetin"s. /-

Interviewer: Ashley:

eo#le are in so many different #laces. 1es. There's so many meetin"s. It's unbelievable. So many. And then you have a meetin" [0:24:21] and then you have a meetin" to do the tas! in the meetin" and +ust li!e& 8)an we +ust not have a meetin" and !ind of "o home and do it and I'll send it to you when it's done?8 That ty#e of thin". *ut what is nice about here is that you actually can "et stuff done quic!er. I !now that and [0:24:34] craft and a few #eo#le from the *ri"ham have said& 81ou !now how lon" that would have ta!en at the *ri"ham to do?8 And I came from a small hos#ital and so we were able to do that as well. So it was nice that this is similar.

Interviewer: So you s#ent most of your committee time with the Safety )ommittee? [0:24:50] Ashley: That's why [0:24:52] I run that committee. I wor! in the Wor!#lace Diolence )ommittee which is a subcommittee of Safety. And then we've been doin" a lot of quality of meetin"s too so really tal!in" about Euality ;is! 0ana"ement Security because we had a lot of issues. And so a lot of times it becomes a meetin" of useless [0:25:07] chat and then all these certain thin"s come u# and that's where ,oy and (oc!e [0:25:11]& )hristy and myself& 0olly Bisher [0:25:15]. So what's nice about it is $$

Interviewer: That's the Euality one? Ashley: Euality ;is!.

Interviewer: That one is li!e ne3t wee!& ri"ht? 2n Tuesday& I thin!. Ashley: 1ou're "ood.

Interviewer: I find out. I "o to these thin"s. There's li!e no central #lace that I have found. Is there a central #lace? Ashley: 7o.

Interviewer: 2!ay. *ecause I had as!ed and I "ot a list of all the meetin" $$ the committees and it hasn't been u#dated since -.//. Ashley: 2h.

Interviewer: Anyways $$ /<

Ashley:

That's #robably when they did all the committee review.

Interviewer: So what I do in these meetin"s I say& 8Which one of you are you #art of? When is it "oin" to ha##en?8 Ashley: 2h& it's today at /:.. o'cloc!. We're meetin". 1ou "ot to come if you would love $$

Interviewer: 7o& actually it's not the one I'm "oin" to come to. Ashley: I would thin! that you're better off comin" to the $$

Interviewer: 1eah. I'll come [0:25:49]. 2!ay. So thin!in" a little bit more s#ecifically about your role& what do you thin! $$ well& actually you did loo! at your +ob descri#tion #rudentially very recently. What are the s!ills& !nowled"e& tools& et cetera& what do you need to have in order to do this wor!? Ashley: To do my +ob?

Interviewer: 1our #articular +ob. Ashley: So I thin! the first thin" you need to do is have really "ood +ud"ment because what I found is this +ob& 9?F is how you res#ond to certain situations. So if we are to "o into a situation& assess the situation& ma!e a decision and then do it and whether it's the ri"ht decision or not& it's the fact that you've made one and you've done it and then you can always "o bac! and say& '2!ay. Well& ne3t time& we should do it this way.8 And so I actually have two officers who are ri"ht now at final written warnin" for an instance that they did not handle a##ro#riately and #erform its im#rovement #lan for that and I thin! this has "iven me a lot of time to really thin! about what the role of a security officer is and what my e3#ectation is and it's been really interestin". And that I thin! across the board for a security #osition& that's the most im#ortant thin"& havin" "ood +ud"ment because you can't come to me every time. 1ou have to sort of ma!e decisions. Then I have senior leadershi# as!in" me about how we do this and I'm sayin"& 82!ay. (et me thin! about it for a minute.8 and then I'm li!e& 8All ri"ht. We "ot to do it this way.8 We have a really #roblematic #atient u# on @th ri"ht now. %e's fat. %e's a hu"e man of @.. #ounds. And he fell on one of my officers this wee!end. And she twea!ed his bac! [0:27:29]. %e instinctively went to hel#. %e was about to fall. %e instinctively went to hel# and then it of course "ot him.

/=

Interviewer: 1eah. Ashley: Did. Did hel# his fall. And so we were tal!in" about this situation and they were li!e they called *oston olice. And they were li!e& 8*ut *oston olice didn't do anythin".8 And I was li!e& 8What do you want them to do?8 They're li!e& 8We want them to ta!e him.8 I'm li!e& 8They're not "oin" to ta!e him. It's not their role. That's not "oin" to ha##en.8 They're li!e& 8We want to file a criminal com#laint.8 And I said& 82!ay. We can absolutely do that?8 I said& 8Who's the victim?8 and they're li!e& 8What do you mean? The hos#ital.8 I'm li!e& 87o. Assault and battery& threatenin" harassment& they're all crime over the #erson. We as Baul!ner %os#ital were not a #erson.8 We have nurse who feels threatened and that is a crime but you need to come u# with a victim. And they're li!e& 82h. Well& I don't !now about that.8 I'm li!e& 8That's a #roblem. Start bac! over.8 So they often want thin"s but they don't understand sort of the #rocess to "et bac! to them. I don't !now if that answered your question at all. Interviewer: It did answer my question. It's very interestin". Anythin" that you thin! about as required for your +ob that you're sort of wor!in" towards still& that's necessary. Ashley: 2h& everythin". I mean& absolutely. If I could tell you that I was "reat. I always feel li!e I'm doin" li!e )G wor!.

Interviewer: And then you "et awards and your staff loves you. That's how #eo#le "et them. It's they actually they never thin! that they're doin" $$ Ashley: 6ood enou"h.

Interviewer: It's not "ood enou"h& yeah. Ashley: There's always room for im#rovement. I'm in two #rofessional or"ani4ations. I "et so much out of them. I wor! really well tal!in" thin"s out and tal!in" with #eo#le and fi"urin" thin"s out that way. That's how I wor!. So Stuart has been here +ust a cou#le of months and I said [0:29:09] in the interview li!e& 8I need someone who's "oin" to be able to "o bac! and forth with me. I'm not always ri"ht. I don't e3#ect to be always ri"ht but let's tal! about it&8 and that's how I learned from you and from others and I thin! that's why I loved "rad school. I +ust loved bein" in a room with an academic who +ust can s#ew "reat information. It's +ust ama4in". So the ) is one of the thin"s that I'm wor!in" towards from a #rofessional. So I don't thin! necessarily $$ /?

Interviewer: What does that "ive you? What is it& li!e additional !nowled"e of what? Ashley: It's basic #hysical security. They actually have I thin! seven or ei"ht different areas. So they'll do IT Security and they'll do hysical Security. They'll do ;is! and (aw and it's this hu"e #rofessional credential. I don't thin! it will mean very much to Susan or anyone at the hos#ital but everyone who writes a +ob descri#tion for a Director of Security #uts ) $ #referred& )% A$#referred. They don't !now what it means but in the #rofession you do. So when I "et it and I stand u# at the meetin" and say& 8I +ust fill [0:30:11] the call&8 and say& 8These are the newest #eo#le this year who "ot ) stand u#.8 eo#le are li!e& 82h& yesH That's awesome.8 because they've done it.

[0:30:18] So it's +ust one of the thin"s li!e I have to do. Interviewer: *ut does it "ive you anythin"? Are you learnin" anythin"? Ashley: 1es. I thin! so. I mean a lot of it I thin! is +ust memori4ation necessarily but $$

Interviewer: So it "ives you additional credibility? Ashley: 1eah.

Interviewer: 2!ay. Awesome. So how is your e3#erience so far in this role? What's "oin" well? What's been challen"in"? Ashley: I love this +ob. I really do. I really love wor!in" for Susan. She's a "reat boss. She !nows when to stic! her nose in and she never micromana"es but she !nows when to as! the really "ood questions. What about this? %ave you thou"ht about that? And you're li!e& yes or no or "reat idea. She !nows enou"h to be hel#ful but doesn't #retend that she !nows how to do my +ob. Do you !now what I mean? It's li!e really "ood balance with "uidin" #rinci#les not micromana"in"?

Interviewer: 1es& "ot it. That's wonderful. Ashley: So she's been very "ood to wor! with. The thin" I do love about this hos#ital is the community environment and #eo#le are all willin" to hel# each other. That I did not have at 0ass ioneer [0:31:25] which is a much more academic institution in a way. It was ruled by the #hysicians. hysicians said what they wanted and that was it. %ere& I don't really deal with the #hysician that much but it doesn't a##ear that that's how we wor!. /@

Safety )ommittee& you'll say& 8Well& maybe we should start trendin" this data.8 2!ay& that sounds "ood but we !now it's "oin" to be a shit ton of wor! and so they'll say& 8I thin! this is how we should do it but let me !now how I can hel#.8 ;eally? So you're tellin" me to do somethin" but you're !ind of willin" to hel# me? Interviewer: 1eah. Ashley: That's mean& it's so nice.

Interviewer: 1eah. That's nice. %ow else would you describe the culture here? )om#ared to the other one& what's usually hel#ful? Ashley: )om#ared to *ri"ham?

Interviewer: 'ither way because I thin! that academic is $$ Ashley: 1es. So what I found really interestin" is where I used to wor! had a lot of *ri"ham $$ that the )'2 was a *ri"ham. So ,ohn tells us& ,ohn $$ what the hell is his last name?

Interviewer: I can't remember his name. Ashley: It's an B. I'll thin! of it. I !ee# thin!in" if it's 6erald. I !now that's not it.

Interviewer: 7o. Ashley: It's a S#anish name& almost or %is#anic. )an't thin! of it& why not? Anyways& he was from $$ ,eff who was the new )22& he's from the *ri"ham. So there's a bunch of $$ it's Bernande4. So there's a bunch of them who came from the *ri"ham culture. So when I said I was comin" here& they were li!e& 82h& well we !now Sue. We !now 0ichael. We !now everythin". We !now them all very well.8 I thin! that the culture of safety& I thin! the hos#ital here has a "reat culture of safety. I thin! the #roblem is because they were always been a community hos#ital& they do thin"s because they've always done them. I'm li!e& 8*ut that's not the best way.8 It's one of those thin"s where if it doesn't bite us in the ass& let's continue to do it. And that's not how I $$ I love chan"e. I love recommendations. (et's really !ind of fi"ure out how we're "oin" to do this better. So I s#ent the first two years sort of buyin" $$ from Security& I +um#ed in. I made chan"es #robably within the first si3 months. So now I'm very [0:33:29] #o#ular until they're not #o#ular at all but I waited my two year for safety so this is my year where I'm really "oin" to try to $$ I've made some old chan"es but this is "oin" to be $$

/A

Interviewer: Well& it's not +ust about your de#artment. It's about the hos#ital. Ashley: ;i"ht. This is "oin" to be why are we doin" it this way? The ,oint )ommission very clearly states& this is the #ur#ose. So we need to brin" it bac! to this.8

Interviewer: So what are some e3am#les of that& thin"s that you want to see ha##enin"? Ashley: 2h& you want to see a #erfect e3am#le. All ri"ht& )ode ;ed which is our fire res#onse. If you read the #olicy& they still refer to the #eo#le who res#ond as the fire bri"ade.

Interviewer: The fire bri"ade? Ashley: 1eah. That +ust sounds old& ri"ht? I mean that sounds li!e a really old outdated $$

Interviewer: That sounds li!e /:9? or somethin". Ashley: 1es. I thin! it does and also I was tal!in" to someone about this. I had a re"ulatory& li!e a##liance seminar that I went to and they were li!e& 81ou also have to be careful because that could be #erceived actually as $$ that actual word could "et you in trouble because it's actually referrin" to certifications and all this requirement stuff.8 *ut I +ust thin! it sounds really outdated. So the way that we currently do )ode ;eds are if there's a )ode ;ed in the first floor 'D& any available #erson res#onds with a fire e3tin"uisher to the location. So you have #eo#le from seven $$ so we had a drill over at the *al!an [0:34:45] or actual incident over at *al!an [0:34:46] #eo#le came from the seventh floor of this buildin" to the *al!an [0:34:49] house with fire e3tin"uisher. %ow does that ma!e any sense? [0:34:54] I said& by 7B A )ode& you need a fire e3tin"uisher over ?. feet. Why do I need you to brin" you a fire e3tin"uisher from the seventh floor? Seventh floor doesn't have one and you don't have #eo#le u# there. 0ore im#ortantly& the *al!an [0:35:06] house needs to !now how to deal with the fire. The first floor needs to !now how to deal with the fire. I don't want anyone res#ondin". That +ust muc!s everythin" u#. That is one of the bi" thin"s I want to chan"e. Interviewer: ;i"ht.

/:

Ashley:

And the other stuff is more efficiency ty#e stuff. So I want to see #eo#le's mana"ement re#orts. So in the 'nvironment of )are your mana"ement #lan is required. So there's five boo!s. There's Safety and Security. There's Bire Safety. There's *iomedical so li!e medical equi#ment. Then there's %a4ards& 0aterials and Waste and there's one other that I'm missin". 5tilities& those are li!e the five areas. *y ,oint )ommission standards& you need to have a mana"ement #lan of each one of them. Then at the end of every year& you need to review your mana"ement #lan and your annual re#ort. And then you create your new mana"ement #lan. So they're very li!e $$ you write one& you've written the other #retty much and they're very s#ecific about what needs to be in their "oals& ob+ectives li!e how you run your de#artment. Who oversees whom? That's everythin". Who do you re#ort to? %ow does this information "et to leadershi#? )hristy made a comment. She's li!e& 8Well& #eo#le do that every three years.8 and I'm li!e& 8*ut the ,oint )ommission mandates us doin" that every year.8 She's li!e& 8I !now but I don't thin! they do it.8 I'm li!e& 8*ut that's the Safety )ommittee's +ob. That's not acce#table.8 There are thin"s that we can slide and then there are thin"s that are not acce#table and that is re"ulatorily not acce#table. So they were li!e& 8Well&8 because one of the thin"s that "ot brou"ht u# yesterday was 'nvironment of )are $$ they all have standards& ri"ht? (i!e ')2 /./$./ ' -& and so what they said was& 81ou're not su##osed to #ut those in there because they chan"e so re"ularly.8 I mean first of all they don't chan"e that re"ularly. Second of all& we have to do this annually anyways. So sto# bein"& it only chan"es $$ that ty#e of stuff. (i!e& 8Well& then you have to ma!e sure everyone chec!s it annually.8 and li!e& 87o. We're "oin" to do that.8 We're "oin" to "et bac! to that. I'm not "oin" to try to do this. This is not an o#tion.8

Interviewer: That ma!es sense. It's #retty consistent with thin"s that I heard. Ashley: And so& we don't want to ste# on her toes. I'm li!e& 8I'm not ste##in" on anybody's toes. It needs to "et done.8 So I said to them& I'm li!e& 8(et me tell you&8 because we're doin" safety rounds. Safety ;ounds is another thin" this ,oint )ommission requires and requires very s#ecifically& how often you do them and where you do them. So based on the occu#ancy ty#e. 1ou have business& healthcare and you have ambulatory& those are the three occu#ancy ty#es and based on those& how often you do them. And they say very s#ecifically so& ambulatory and healthcare you have to it twice a year. So it says& si3 months but in ,oint )ommission& si3 months& you "et a leeway of a month on each side. So if I do it on ,une /st& the ne3t one has to be done on December /st. Brom 7ovember /st to ,anuary <.th. That month on each side.

/9

I'm li!e& 8I'm #retty sure we're not doin" that.8 Interviewer: %ow often does ,oint )ommission come? Ashley: 'very three years.

Interviewer: This is one of those thin"s that ha##ens $$ I've been to a lot of #laces. I've seen a lot of different hos#itals. That's why you see this bi" scramble because they weren't doin" it on that $$ there's +ust doin" it for the #eriod to "et u# to which is really cra4y for the hos#itals& yeah. Ashley: That's not how I came. That's not the way I wor!. That's not how I come from. 0y old Director [0:38:16] all ,oint )ommission stuff was so anal that you do not slac! ever. 1ou always have it because they can come in anytime. So that's what I don't li!e about this #lace. It's li!e& 82!ay. We are at ,oint )ommissioners [0:38:29]. We have to do this. I'm li!e& 87o. We always have to do this.8

Interviewer: So havin" been an em#loyee in that situation is li!e $$ all of a sudden it's li!e this #anic and I'm li!e& 8%ow am I su##osed to $$ li!e why are we doin" this all now? Why didn't we s#read this stuff u# [0:38:44] and all of a sudden& you have all of these thin"s that you have to clic! on& hell stream or whatever and try to fi"ure out. Why weren't these there? Ashley: I can't even ima"ine what it's li!e on the clinical side because you !now [0:38:56] I'm +ust dealin" with the #hysical environment which causes its own #roblems.

Interviewer: It's li!e all of a sudden you're doin" all these com#etencies and I'm li!e& 8I do not have enou"h time in the day to "et all of these done ri"ht now.8 )ould we not have done one a wee!& or one a month or whatever but it's the ,oint )ommission scramble to the end of it? So on a different note describe from your o#inion the ideal de#artment head. Ashley: I thin! the ideal de#artment head is a very "ood communicator which I thin! is !ey. Someone who really cares about their staff and #uts their staff first and obviously !nows to disci#line& I thin! that's very im#ortant. I've !nown de#artment heads who !now nothin" about their disci#line. I don't thin! you "et very much credence in that way. 1ou don't "et a lot of buy$in. And so I've ta!en a lot of [0:39:45] classes lately and one of the bi" thin" is the whole buy$in and that's tou"h. 6ettin" buy$in is tou"h. It's tou"h to do it. It's tou"h to "et it. It's tou"h to !now how to do it& li!e where you need buy$in and where you +ust listen. This is the way it is. And I am very $$ I don't want to say in blac! and white but li!e we tal!ed about li!e we did -.

this whole 'ffective Beedbac! class and so li!e& how do you do effective feedbac! based on bein" late and I'm li!e& 8I "et effective feedbac! and I thin! it's really im#ortant and I'm "ood at effective feedbac! when I believe it.8 but I can't lie for cra#. I can't lie. I can't bullshit. I can't do any of those thin"s. [0:40:21] So how do you "ive effective feedbac! of bein" re#elled [0:40:25] or bein" late. Interviewer: 1ou're late. Ashley: 1ou're late or you're not late. 1ou either have done the com#etency or you have not done it. So in a lot of ways I'm +ust li!e $$ so sometimes "ettin" buy$in is difficult because in my mind& I don't need buy$in. It's the way it is which is #roblematic.

Interviewer: Which ma!es you ma!es sense the #rofession that you're in because you can't be all loosey$"oosey whatever. Ashley: And I'm not this touchy feely $$ I'm not social wor! where they "o in and they really want to hel# and fi"ure out and I'm li!e& 82!ay. What are the rules? What are the #arameters that this #atient has?8

Interviewer: *ut then when you ta!e the mana"ement side of thin"s which is about this very su#erfluous& "ettin" feedbac! and buy$in and all that stuff& it "ets a little tric!y& ri"ht? Ashley: 1eah& absolutely.

Interviewer: It's really "ray. Ashley: And so what I found is I do better when I have someone else who can do that #art of it because it's outside my $$ it's +ust not what I'm "ood at and I can "et better don't "et me wron". There's always room for im#rovement. *ut it's always better to have another #erson who is a little $$

Interviewer: (isten u# [0:41:25]. Ashley: 1eah.

Interviewer: 2!ay. So do you feel li!e the hos#ital utili4es you well? Ashley: I thin! so.

-/

Interviewer: Are there any as#ects that you feel li!e the hos#ital utili4es you #articularly well? Ashley: 7o& I don't thin! so. 7othin" in #articular.

Interviewer: Thin"s that you dream that you're doin"& you're doin"? Ashley: And a lot of thin"s I never wanted to do. 1eah& no.

Interviewer: 2!ay. Is there anythin" that you thin! that you would love to be doin" but the hos#ital is not utili4in" you in that way? Ashley: 7o.

Interviewer: 2!ay. So you've been utili4ed well. Dery "ood. 2!ay. 1ou did this one. And you were at the Strate"ic lannin" ;etreat in 2ctober. Did you use that #rocess to set your "oals for your de#artment? Ashley: I did a little bit& I should say. I should #robably "o bac! and read them. What I find very interestin" and this "oes for anythin" if you "o to a seminar or if you "o from li!e a re"ulatory or effective feedbac! or anythin" that you're doin" all of this thin"s to learn. Sometimes it becomes very difficult to im#lement not because they're not "reat ideas. It's +ust because you don't have any time. So it almost becomes li!e that was that and we did it for a day and now it's over and now I'm bac! to my normal day to day stuff and how do I $$ so the question becomes how do we allow ourselves to inte"rate the two in a way that allows you still to do the day to day wor!. So that's my bi""est #roblem. I mean& I have a boo!& #robably about this thic!. I went to a ,oint )ommission survey all of the thin"s I want to loo! at and I've "one li!e it was over a month a"o. 1ou +ust li!e $$ I don't have to do it but I feel I've "ot to do it at home on a wee!end to "et it done. Interviewer: Did you have to sit down and sue and "o throu"h your de#artment's "oals? %as it "one that way with the $$? Ashley: We haven't done that yet. To be honest& every meetin" I have with Susan ri"ht now is $$

Interviewer: About #ar!in"? Ashley: 1es.

Interviewer: %ow did I "uess? --

Ashley:

And it's very frustratin" because I'm li!e& 8)an we #lease tal! about security? I really need your buy$in on these three thin"s&8 and it's not $$ it's +ust the most im#ortant thin" ri"ht now. *ut my +ob is to ma!e sure that the other #arts of my +ob don't "et lost because Security is actually more im#ortant than #ar!in".

Interviewer: So now then there are #ar!in" "oals that you're addressin" but you're not "ettin" to the other areas under it. So the #ar!in" "oals& do you feel li!e you're meetin" those "oals whatever they are? Ashley: artially. A"ain& I always thin! there is more to do and better thin"s& better thin"s. So I set my #ar!in" "oals for my mana"er. They are outside com#any and so I set them for Dave and Dave's ;e"ional 0ana"er last Briday and so what I'm not "ood at is sayin"& 8I'm a we #erson. (et's do this to"ether&8 and I found that I need to be li!e you need to do this and I'd li!e to see it in a wee! because I can't be doin" it all. So I've set them there. I set "oal for them because this is my e3#ectation of how ar!in" ro"ram is "oin" to "o so I need you "uys to really $$ I was fine ta!in" sort of s#earheadin" a lot of thin"s when it was bi" chan"es but not the day to day o#erational& I don't want to be doin". I want you to come to me and what you mean ta!e thin"s so I'm tryin" to wor! on that. So yeah& I mean& I thin! we're meetin" the "oal. I thin! there's always im#rovement. Interviewer: And there's su##ort around those meetin" those "oals? Ashley: 1u#.

Interviewer: 2!ay. *ut then you're sayin" that you haven't yet established the Security ones or $$? Ashley: I mean I have them in my head. I !now e3actly what I want to do.

Interviewer: So what's an e3am#le of one of them? [0:44:55] Ashley: The )ode ;ed was the Safety one. So from a Security one& it's +ust I need someone who are [0:45:02] really basic which is ensurin" that we have $$ so last year& one of my "oals was& they had really ha#ha4ard sort of way to do com#etencies and to do em#loyee reviews. So I'm really tryin" to start that& ma!e sure that's on the ri"ht $$ we did it last year but there's always ways to im#rove.

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The other thin" I'd li!e to start doin" is more case reviews. So incidents that ha##ened whether they went well or went wron"& to really review them not only with the shift that had ha##ened on but on other shifts so other #eo#le can learn. I thin! that's one of the bi""est challen"es in this field $$ any de#artment that's a -= hour$run de#artment. The communication between the different shifts and ma!in" sure that everyone $$ li!e I want my whole mana"ement team includin" all the su#ervisors +ust to !now my "oals and sort of what my e3#ectations are but it's sort of hard to "et into them because they wor! all different shifts and it's really e3#ensive to "et them all to"ether for a meetin". Interviewer: So what ty#e of su##ort do you need to sort of achieve that buc!le [0:46:01]? We already tal!ed about )ode ;ed and about this one. Ashley: So I thin! that Stuart and I need to $$ so first thin"& one of my e3#ectations of Stuart is to wor! a wee! on each shift.

Interviewer: 2!ay. Which one is the mana"er and which one is the $$? Ashley: Stuart is the mana"er.

Interviewer: Stuart is the mana"er& o!ay. Ashley: Bor him to wor! a wee! on each shift. So he really "ets to !now what the #roblem is on the overni"ht shift. *ecause I had so many meetin"s I can't do it. I can't ta!e a wee! off to wor!. It would debilitate me. *ut he's still early enou"h in his tenure here that he can. So that's one of the e3#ectations. We're also "oin" to be rollin" out accountancy for the su#ervisors. We never really had one. We always had com#etencies in "eneral but with the su#ervisor has to do is a hi"her level. And so those are the two. So case reviews and really bein" able to loo! at incidents and really tal! them out more. So it's not [0:46:55] ma!in" decision. It's sayin"& 82!ay. What about this? What could we have done better? What could we really try to "et to community?8 Interviewer: So you really need this mana"er? Ashley: What?

Interviewer: I said you really need the mana"er. Ashley: 2h yes. So #retty much lac! and this is why I feel li!e I had been doin" the )G +ob it's because $$ so ,eff was the old mana"er. ,eff was in school so he went #art$time so he #retty much wor! ei"ht months #art$time for me -=

and then came bac! fulltime for about a month and then left. So I #retty much all of last year had a #art$time mana"er. So that was very #roblematic for me. Interviewer: Did you have to "et the fulltime bud"eted or was it already there because $$ Ashley: It was already there.

Interviewer: It was already there. 2!ay. Ashley: And I #robably wasn't smart enou"h to say can I brin" someone in for the other half since it's bud"eted? I +ust too! all the wor! which is I will never do a"ain. I mean& yeah.

Interviewer: It's too much. Ashley: These are also hu"e.

Interviewer: They are also hu"e because there are no boundaries. Ashley: There are no boundaries.

Interviewer: So in closin"& anythin" else do you want to tal! about that we haven't tal!ed about in res#ect to your role& the Inte"ration& the hos#ital and anybody else you thin! I should tal! to understandin" that I'm already coverin" the levels& your level and the level above. Ashley: I thin! that one of the thin"s I really li!ed about the Inte"ration is so all of our uniforms had Baul!ner on it and the old lo"o. So we "ot all new uniforms which really allowed me to sort of "o in a new direction. We've had really bad uniforms and so not even +ust u"ly but really $$ they had no #oc!ets. I mean they've had #oc!ets but they were [0:48:41] in essence. 1ou're as!in" these "uys to run. 1ou're as!in" them to bend down. 1ou're as!in" them to do a lot of thin"s. They need to be able to move. They were +ust re"ular #olo shirts. They didn't have any #en holes. They didn't have #lace for their radio. They weren't $$ they were +ust shirts. So we were able to really buy shirts that were security shirts& li"htwei"ht.

Interviewer: They loo! more li!e officers. Ashley: And they loo! much more #rofessional. It was also nice to be able to #ut my stam# on it. I #ic!ed them all that stuff on it [0:49:07]. We have new +ac!ets. So I thin! that all of those thin"s were "reat because it allowed me to sort of $$ I would never have "otten money to buy all the uniforms for three "uys ever. So that was really "reat. And so from an identity -?

#ers#ective& I really li!ed all of that. )han"in" all #olicies is !ind of #ain but it is what it is. I mean& I really haven't seen the ne"ative side of the mer"er besides the one thin" I've tal!ed about before& thin"s I oversee at the *ri"ham. *ut no& I mean& all in all I thin! $$ I thin! Sarah and her mana"ement of the $$ her overseein" of sort of how the sta"es went was really "ood. I thin! her and her teams did $$ Interviewer: What are you tal!in" about? Ashley: When the whole #rocess was ha##enin"& Sarah and her "rou# of #eo#le really loo!ed at how to #hase in it& li!e what had to be done by 2ctober /& what could wait until $$

[0:50:01] Interviewer: The name chan"e. Ashley: 1es. Sorry. So everythin" that was outward facin"& any forms that went to #atients& all the si"na"e that has to be done by 2ctober /& all the bad"es. That was a hu"e #ain in my ass.

Interviewer: That's Sarah 6arden [0:50:14]. Ashley: 1es. And so her #ro+ect mana"ement and her team $$ I'm sure wasn't +ust her but they were ama4in". They really thou"ht of a lot of thin"s and were very inclusive& really "ave us as mana"ers $$ o!ay& I "et it. I have to do this by this day and this by that day and I have a little bit more leeway. So I thin! that was handled very well.

Interviewer: Awesome. Ashley: I mean the only #erson from the "round level& I can #robably have you tal! to 0i!e [0:50:40]. %e's a su#ervisor who's been here for about si3 years and he mi"ht have a very different #ers#ective into how this all went. Stuart has been here too short of a #eriod of time to have felt it.

Interviewer: I will email you when I'm ready to !ind of connect there. Ashley: And then that will be u# to you whether if you have more time or $$

Interviewer: It's always interestin" because li!e I said I never thou"ht that $$ I mean that's the beauty of doin" or"ani4ational research is you don't !now what you're "oin" to find +ust li!e if anythin" and I didn't thin! about all these levels but as soon as you start learnin" how wor! "ets done& who does wor!& you find out more and more information and that's the im#ortant thin" is this& everybody is so busy and runnin" around and obviously -@

everyone wants this to be successful and effective and I thin! some of the information that I have can at least hel# #eo#le ta!e a ste# bac! and understand how thin"s are "oin" throu"h a lot of darn activity. Ashley: There's a lot of what?

Interviewer: There's a lot of darn activity. There are a lot of activity and it's sort of li!e& are we even close to what it is that we want to where do #eo#le stand because I thin! this could #otentially hel# the #eo#le who are ma!in" decisions whoever they are to !now where to "o ne3t. Ashley: 7o and I thin! it's "reat and that anythin" that li!e we've tal!ed about with [0:51:46] and stuff. It's +ust such an interestin" li!e they would say li!e& 87o. It's not the idea that !ills somethin"& ri"ht? It's the im#lementation of the buy$in and sort of how you #hase it in&8 and that's so interestin" because you even thin! +ust because you have a "reat idea it's "oin" to be #erfect li!e it will wor!.

Interviewer: [0:51:59] your mana"ement's #roblem is +ust that the mer"er is a "ood idea& ri"ht? *ut do they have buy$in everywhere? 7o. Some #eo#le are more bou"ht in than others and what would it ta!e to buy$in? 6et these other #eo#le to buy$in? Well& you can re#lace them& ri"ht? So that ha##ens. *ut then there are #eo#le who $$ they're actually $$ Ashley: 6ood at their +ob.

Interviewer: Dery "ood at their +ob and they have a lot of #eo#le who are willin" to do whatever they say. So that's somebody you want to !ee# around but is it #ossible for you to "et their buy$in? What does it ta!e? Well& sometimes& it's +ust about #erson says to me in an interview& 8If I +ust !new >& then I would be able to "et onboard with it.8 Well& have you had that conversation with them? 81eah& but it +ust never seems to "o over very well when I try to tal! about it.8 So it's very interestin" #eo#le dynamics& ri"ht? Theory& why is it that they can't connect and why is this #erson sayin"& 8I +ust don't understand&8 and why even when they're feelin" li!e they're tryin" to as! for su##ort& is it not bein" "iven? And that's what #eo#le very quic!ly "o to& 8I don't thin! so and so li!es me.8 I don't thin! it's about if they li!e you or not. I actually thin! it's about that you all are communicatin" well. Ashley: 1ou're not tal!in" the same lan"ua"e.

Interviewer: 1ou're not tal!in" the same lan"ua"e. Ashley: And I thin! the other thin" that's interestin" is that there are a lot of lon" [0:53:15] at Baul!ner& which is "ood and bad. So when I was at 0ass -A

ioneer [0:53:19] I could tell who'd been here for a really lon" time /..F based on their resistance to chan"e& a /..F. Whether it made sense or not& they didn't eat it. And so you could always tell that #eo#le who $$ when you had a new idea& whether it was "ood or not they would say& 8%ey. Why didn't I see that? *ut let's try it this way&8 and it became a conversation about it not a& 87o& not "oin" to ha##en.8 Interviewer: 87ot "oin" to ha##en. That can't ha##en here.8 Ashley: ;i"ht. And so I've "otten here. I've "otten sort of the whole scheme& the whole thin" and sometimes it's how I word it. It's also sometimes how they #erceive what I'm sayin". (i!e I have said& 8)hristy&8 and there's a lot of women here with very stron" #ersonalities and I do too. So don't "et me wron". *ut li!e )hristy [0:53:59]. She's "ot a stron" #ersonality& ri"ht? So my first meetin" with her I was !ind of terrified. 7ot terrified in a bad way but li!e she's not "oin" to be a team #layer. And that's not true in any way now but one of my first conversations with her was I really wanted to start doin" some )ode Silver which is our [0:54:14] drills and she was li!e& 87o#e.8 *ut you haven't heard of me. Birst of all& this is my thin". 1ou can't tell me no. 1ou can say& 8I don't want to do it that way&8 but my thin" was I want to really do fire drills which is let's "o to a floor and say& 82!ay "uys. If this ha##ened& what would you be doin"?8 I want five minutes of your time. (et's tal! about it. 8Where are you ri"ht now& where would you be& where can you "o& what is the #ossibility?8 So then you $$ +ust "ettin" #eo#le thin!in"& 81u#. That's a lot of drama. I'm +ust "oin" to "o behind there.8 2r and "ettin" that one on one with different units. It's not& 8(et's have a #retend actual shooter [0:54:49] come throu"h and scare the shit everybody which is what she thou"ht&8 you !now what I mean? And I was +ust li!e& 8*ut you +ust said no at me.8

Interviewer: Didn't they do that somewhere and it fell a#art? Ashley: [0:55:03] Interviewer: Did #eo#le !now that that was "oin" to ha##en? Ashley: 1es& everybody !now. They've done it but they've done it in all a bunch of #laces and it did really "ood too. They did at )ambrid"e %ealth Alliance. They had a small $$

Interviewer: So it wasn't li!e you +ust have some $$? Ashley: 7o. It was a loc!ed down buildin". It was at a buildin" that closed so they literally screened everybody. 'veryone !new that they were #art of a drill. *ut it was and still scary as hell& I have to say even !nowin" it was a drill. -:

They used simulation [0:55:19] so you heard the ban"s? It was really interestin". So it's li!e& 87o. I don't want to do that. I'm not even #retendin" to bite that off but I thin! my other ideas are #retty "ood.8 So that will be a "oal for Security initiative. Stuff li!e that. Interviewer: All ri"ht. )oolH Than! you so much. Ashley: [0:55:38] 1ou're welcome. Than! you. End of Audio

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