I am encouraged and motivated to write this nomination for my Manager, Jennifer Vicente Fortuna, NM, since I started working with her, she has consistently displayed ICARE values and HRO Principles. She always demonstrates a very caring, compassionate attitude towards the Veterans and staff. She consistently goes above and beyond what is expected of her to meet veterans' needs safely and in a timely manner. There have been many instances where her timely intervention, skillful assessment, knowledge, and compassion have ensured the best care and well-being of our Veterans.   

I want to share one example that Jennifer demonstrated not just one but all the DAISY award Criteria. One of the veterans on 2 West, prior to being discharged, the staff requested AOD for his valuables to be brought to the unit.  AOD, after checking the safe, reported that she did not find any valuables for this Veteran in their safe. Per documentation, the AOD reported that it was brought to the medical floor, where the Veteran was initially transferred from the ED before coming to the Mental Health unit.  Nursing staff reported to Jennifer the situation (Veteran’s phone, keys to the house, and car that was parked outside, wallet all were sent for safekeeping in the Valuables).  Jennifer called the medical floor Manager and asked if the Valuables for the veteran transferred from that floor were in the unit's cabinet. The Manager for medical reported that it was not on their unit. Jennifer contacted the Chief of AOD and personally went to the storage safe and inspected again with the Chief all the valuables to ensure that it was not missing.  She also contacted Lost and Found, leadership, Police, Patient Advocate, etc. about the situation.  Not only was finding the Valuables very important for the Veteran, the other challenge was the Veteran had to be discharged before 1630 as keeping the Veteran beyond that time would be illegal due to Mental Health laws of the state. Jennifer spent most of the day trying to find the valuables.  She also kept the Veteran and his wife (who does not drive) updated on the situation and provided emotional and moral support.  Jennifer called the medical floor 2 more times and requested to check more thoroughly for the missing valuables. The answer was 3 people checked and it is not here. Jennifer also consulted the Interdisciplinary Team and came up with a plan B if the valuables were not found.  At 1430 there was only 2 more hour left to discharge the patient. Jennifer said, “I am going to the medical unit to check myself for one last time”.  She went to the medical floor and asked the Manager to show her where the valuables are stored on the unit.  The Manager insisted that they had already checked and it was not in their unit. Jennifer insisted on seeing it for herself, and when the cabinet was opened and the Manager lifted a bag, she saw the yellow valuables envelope in the cabinet and was thrilled to have found it. She checked the name, and it belonged to the Veteran. She brought it to the Veteran, who was relieved and happy and was able to be discharged on time.

This is truly going above and beyond. She did not give up trying to find it, knocking every door and contacting every person who could help her in the matter.  It took many hours of communication verbally, via text, teams, and in person with different personnel and traveling to different departments to solve this mystery of the missing valuables. 

Not only is this example about going above and beyond, but it also exhibits exceptional interpersonal skills with patients, families, and /or caregivers, resulting in positive outcomes. Significantly improved quality of life or “made a difference” in the life of the patient. Demonstrated extraordinary care to patients and families through the development of mutual trust, respect, and emotional support. She is truly and ROLE MODEL for the organization.