The neonatal ICU is a very scary place for first-time parents. Karen made us feel more relaxed and confident, both in the care our son was receiving, and in ourselves as parents. At first, we were nervous to move him around or touch him too much, but she encouraged us to do a little more each time we came for a visit. At first by just putting our hands on him, then by getting him out with the wires, and then changing diapers. She helped us ease into the situation without making us feel stupid or pushing us or our baby too hard. She was great explaining everything that was going on to us and in language we could understand. She taught us so much without making us feel stupid. She managed all of our expectations without making us feel like she was withholding any information. Most importantly, she made us feel like we were a team, working together to make our baby stronger. She was our coach, our cheerleader, our water boy, and our manager, and we were such thankful rookies that she was able to be there for us!