Olivia showed leadership, policy adherence, staff safety focus, strong patient/family care, and empathy while handling a very difficult situation with a parent of a patient while working in the nursing supervisor role.

Olivia was called to support the unit staff when a parent became upset and was verbally and physically threatening. Olivia responded immediately with a clear plan of action asking the physician and security to accompany her to the unit. Olivia supported the nursing team by having a direct conversation with the parent about their behavior and about the parent’s frustrations. Olivia showed empathy and used the CPI skills in her intervention. During the conversation, the parent agreed to follow the CSHE going forward and acknowledged this behavior was not appropriate. The unit team felt supported and safe after this intervention.

Olivia embodies the changes and works to make Gillette a safe and healing environment. I am always impressed by Olivia's ability to remain calm and collected in the face of very difficult situations. She is appreciated in her role as a nurse as well as a leader and change champion.