Milwaukee VA names 2024 Employee of the Year, ICARE Champion of the Year
By David Walter, Public Affairs Specialist
A medical support assistant whose compassion prevented a Veteran from taking his own life and a social worker who helps Veterans struggling with homelessness were honored by the Milwaukee VA Medical Center Monday.
La’Donna Norwood, an Advanced MSA for the Scheduling Clinical Contact Center, and Katie Lambe, a social worker, were named 2024 ICARE Champion of the Year and Employee of the Year, respectively, during the ceremony, which helped kick off Patient Experience Week at the Milwaukee VA.
Going above and beyond
When Norwood received a call from a Veteran who said he was going to shoot himself, she stayed with him on the phone for 20 minutes as he refused to be transferred to the suicide crisis line.
“La’Donna stayed on the phone with that Veteran, humanizing his experience and personalizing it,” according to her nomination.
Norwood was able to reach a nurse specifically requested by the Veteran, who joined with Norwood to continue working with the Veteran. Eventually, they were able to alert police, who went to the Veteran's home and were able to get him safely to a hospital.
“The Veteran said by the end of the encounter that the reason he didn’t take his life was because of La’Donna’s care and empathy,” the nomination said. "She went above and beyond with a very difficult, very sensitive and dangerous situation.
“This is just one example of the countless ways each and every day that La’Donna embodies the ICARE values, making meaningful connections (with) Veterans and staff.”
Compassionate care
As a Housing and Urban Development-VA Supportive Housing coordinator, Lambe regularly interacts with Veterans experiencing homelessness as well as mental health, substance use and/or medical disorders.
"She brings compassion and a positive attitude to the challenging work of homeless programs," according to her nomination.
In particular, Lambe was cited for her work with an elderly Veteran who is chronically homeless with chronic mental health and substance use disorders. He doesn’t respond to appointments and scheduled interventions. Working with him requires “a lot of patience, compassion, and trust and rapport building. … Anytime he drops in unannounced, (Lambe) takes the time to talk to him about his needs.
“Katie’s interactions with this Veteran are person-centered and an example of the housing-first approach utilized by the HUD-VASH program.”
Lambe was also lauded for her creative problem-solving, dedication to outreach efforts and stepping up to help her colleagues.
"She is always willing to help out her team in whatever capacity she can ... and working toward improving our care to Veterans with complex needs. I am honored to call her my teammate."
Inspiring employees
Laurie Vail, acting executive director for the Milwaukee VA Medical Center, said celebrating employees and the great things they do for Veterans is important.
“You are the leaders out there who are making a difference, and you are guiding other employees to follow your example,” she said.
Vail noted the commitment Milwaukee VA employees continue to show to their mission of serving Veterans.
“This is a moment for us to celebrate, because no matter what is going on out there, we know how important the work we do here is every single day, and it’s employees like you who help us to remember that,” she said.