Case Studies
CASE STUDY
From Scrappy to Strategic
- Bringing Calm to the Chaos
The Challenge
A small healthcare team was growing fast, but without clear roles, communication norms, or operational structure. Everyone was wearing too many hats. New hires were burning out, leadership felt underwater, and good intentions were getting lost in the daily scramble.
My Approach
I’m not interested in fixing people, I focus on fixing the system. I asked the hard questions, named what wasn’t working, and offered practical tools without judgment. I facilitated the uncomfortable, and necessary, conversations that helped the team reset and move forward together.
My Role
I came in as a partner to assess where things were falling through the cracks. With curiosity, calm, and a systems-thinking lens, I helped the team slow down, reflect, and rebuild from the inside out.
1. We found our why
2. We clarified who was doing what
3. We redefined roles and responsibilities
4. We created interview guides and onboarding plans
5. We set up simple structures for check-ins, documentation, and expectations
Outcome
What started as short-term support turned into lasting change; leadership felt more grounded and new hires got better support. The team started to function with more trust, clarity, and resilience. And when I stepped away, they were stronger, not more dependent.
CASE STUDY
Reopening a Community Hub After COVID
The Challenge
The Redmond Senior Center had been closed since the start of the COVID-19 pandemic. After years of inactivity, the building needed physical reorganization, the programs needed redesigning, and the team - largely volunteers - needed structure, clarity, and support. The organization was in transition, without clear leadership, and struggling to define its next chapter.
My Approach
With any reopening, especially after a crisis, there’s a mix of grief, confusion, and hope. I brought structure without rigidity, clarity without control. I didn’t just “make things work”, I helped the team ask why and build systems that reflected their values and mission.
My Role
I stepped in as Operations Manager on a short-term basis to help stabilize the space and get programs running again. What started as logistical support quickly expanded into a full-scope reset of how the Center operated.
1. Organized and reopened the facility for daily use
2. Developed systems for room rentals, staffing, volunteer scheduling, and program coordination
3. Created internal processes for communication, safety, and shared responsibilities
4. Supported the board in identifying operational gaps and leadership needs
5. Set up tools and templates to help new staff step in with confidence
Outcome
The Center reopened with functioning programs, a more usable space, and clear administrative scaffolding. Volunteers felt more supported, the board had a better sense of what was needed long-term, and the community got their gathering space back. When I stepped away, I left behind not just checklists, but clarity and momentum.
CASE STUDY
30-Day Role Rescue — Front Desk Edition
The Challenge
Rode Physical Therapy had to make the difficult decision to part ways with a long-time front desk staff member. The team was left scrambling with appointments, billing, and daily flow all of which relied on that role, and there was no backup plan in place.
My Approach
This wasn’t just about filling a seat. It was about stabilizing the team, upgrading the role, and making sure the new hire had the structure and support to succeed. I brought calm, clarity, and a fresh operational eye to a stressful transition.
My Role
I stepped in immediately using my 30-Day Role Rescue framework:
1. Took over front desk operations temporarily to keep the clinic running smoothly
2. Clarified what the role actually needed (not just what had always been done)
3. Developed a clear, functional job description
4. Recruited, screened, and interviewed candidates
5. Supported the clinic in selecting and onboarding their new hire
6. Provided hands-on training to set them, and the team, up for success
Outcome
The clinic avoided disruption in patient care and business operations. Leadership had confidence in the hiring process. The new front desk hire stepped into a well-defined role with tools and training already in place. Another high-stakes transition, turned into an opportunity for long-term improvement.