Leading the Program Expertise team, my job is two-fold: first to design programs and second to ensure proper implementation. Implementation means ongoing support to staff so they have both the tools and the know-how needed to best serve our clients. Though my role has changed over the last 20+ years, providing meaningful guidance has remained. I have been part of some projects that were significant milestones for IRAP.
Whether it was standardizing our Contribution Agreement, developing the "One IRAP" field manual or working collaboratively on SONAR (our case management system), it is important to me that people have confidence that our central office exists to empower them to go forth and deliver the program. I believe the way to empower staff is to listen to them, to understand what is and isn't working on the ground. Reconciling the best interest of our clients, our staff and our government mandated program entails a commitment to delivering value for each.
I started at IRAP in the previous millennium and have always felt that at IRAP everyone is committed to delivering value on every front. Anyone who comes into IRAP can't help but feel part of it and proud of it.