Cultivating a culture of safety
Leaders at the Minneapolis VA Community Resource and Referral Center (CRRC) have observed notable improvements in team dynamics and Veteran care after participating in the High Reliability Leadership Academy (HRLA).
HRLA is a five-day leadership academy focused on equipping leaders with the skills to cultivate stronger teams while focusing on continuous process improvement which directly ties into the VA’s health care priority of becoming a High Reliability Organization (HRO). HRO includes delivering the safest, highest-quality care possible for Veterans and providing the best environment, training, and resources for our employees.
Jonelle Glubke, Program Director for Homeless Programs and the CRRC, along with her team of CRRC leaders, shared how the Academy has transformed their leadership practices and cultivated a culture of safety and ongoing improvement.
Since attending HRLA, the CRRC has revamped its employee Safety Huddle by rotating team members to lead it, which has significantly boosted team engagement. This collaborative method has introduced new levels of involvement, especially with the inclusion of "kudos" during meetings. This practice, and some fun mustaches, has lightened the atmosphere and strengthened bonds among team members. It has also led to a higher awareness of potential safety issues in veteran care.
The HRLA principles have also led to tangible enhancements in Veteran care. The team highlighted the proactive efforts of the outreach supervisor, who engages directly with the team in their work environment. This continuous dialogue about process improvements has helped identify gaps in outreach, enabling the CRRC to connect with Veterans who were previously underserved, thereby building trust and safety within the team and the community.
The Academy has been crucial in fostering a culture of safety and continuous improvement. Attending HRLA with an open mindset about vulnerability and change has transformed the leaders’ understanding of feedback, emphasizing the creation of a truly supportive environment. For new supervisors, this experience has been essential in processing their transition into management, enhancing their connection to the hospital as a whole through collaborative learning.
Glubke encourages others who might be hesitant to attend HRLA, advising them to seize the opportunity and emphasizes the experience is invaluable for both team development and Veteran care. She stresses the importance of approaching the Academy with an open mind, as the benefits are proportional to the effort invested.
The positive changes at the CRRC highlight the significance of leadership development. The Academy not only enhances individual skills but also fosters a collaborative and supportive environment that benefits the entire organization and the Veterans we serve.