One of Process Triage’s core values is Elevate Someone, Somehow. Meaning, leave each person we interact with no worse for the moment, while seeking something to add to them and elevate their life. One does not condescendingly assume everyone lacks something only we can remedy. It simply means we actively, respectfully listen to them — deliberately think about them. What do they want and need? Have we seen someone like them before, where they are at? Have we helped someone like them? Can we help now — right now?
A couple of years ago I blogged about Jessi Ross at the Kansas Department of Motor Vehicles. PT had the privilege of triaging in the Department of Revenue with several process management teams, including the motor vehicles department’s Drivers’ License management office. Since Kansas, statewide, as very little mass transit, surviving and thriving in Kansas requires access to a vehicle — something city dwellers may not appreciate. One has to have a vehicle in Kansas, generally speaking. So it’s especially important work.
I received this amazing email from Jessi (shared with permission):
Good Morning friend,
I hope this email finds you well. [Snip] I have accepted and began a new adventure. I am working for American Association of Motor Vehicles Administrators! As I am sure you know, is the hub of all things DMV! I am blessed and thankful for this new opportunity. It is truly a dream come true. [Snip]
My official job title is Program Director for Driver License Compacts and Reciprocity. My primary focus will be the management of the compacts and agreements that each state uses for uniformity with citations, suspensions, etc. I will also manage the reciprocity agreements, both foreign and domestic.
I want to thank you Rosey. You believed in me from the beginning. I will never forget the conversation we had one day about my future. That conversation has helped me in so many ways.
If there is anything you need, please don’t hesitate to let me know.
Driver License Compacts & Reciprocity Program Director
Association of Motor Vehicle Administrators
What I was reminded by Jessi (and her DMV team) is wonderful, self-managed, hyper-accountable teams thrive in the public sector also. Stereotypes that paint public sector employees as less motivated or less caring about well designed and run business processes are unfair and, well — just ignorant. The more accurate assumption is these teams are busting their butts with out-of-date technology supported with IT infrastructure with significant technical debt.
There are many Jessi Ross’s in these thankless public sector offices.
A little encouragement can spark greatness.