Wellness is such a broad and general concept. Most of us, when we think of our own wellness, typically think of our physical health. However, wellness does not mean just being physically fit and healthy or free of disease; it also includes having a purpose in life, being emotionally healthy, having joyful relationships, taking active involvement in your work and relaxation time. Wellness involves the whole human being—the mind, body, and soul. A healthy and happy life is the result of health and balance across all aspects of life.

The Substance Abuse and Mental Health Services Administration (SAMHSA) has identified eight Dimensions of Wellness that make up our overall health and wellbeing:

1. Emotional—involves the ability to express feelings, adjust to emotional challenges, cope with life’s stressors, and enjoy life. It includes knowing our strengths as well as what we want to get better at.

2. Spiritual—represents an individual’s personal beliefs, values, and what gives them meaning and a sense of purpose, balance, and peace.

3. Intellectual—includes things that keep our brains active; and expand our knowledge, skills, and creativity.

4. Physical—deals with having a healthy body and good health habits: including nutrition, sleep, and exercise.

5. Occupational—involves participating in activities (including employment) that provides meaning, career satisfaction and purpose that reflect our personal values, interests, and beliefs.

6. Financial—cover things like savings, debt, and income, as well as one’s individual understanding of their financial situation and goals and knowledge of strategies to achieve such goals successfully.

7. Environmental—refers to the sense of safety, comfort, and connection with our physical surroundings. It includes access to clean air, food, and water and maintaining the areas where we live, learn, and work.

8. Social—is characterized by our relationships with family, friends, coworkers, and the community. It also includes having an interest in and concern for the needs of others and humankind.

These dimensions are interconnected and mutually codependent. If any one of these dimensions is neglected, over time, it will negatively affect our physical health, emotional and psychological well-being, and lower our overall quality of life. Wellness requires us to engage the body and mind as well as nurture the spirit. Focusing on all eight aspects will help you improve the quality of your life, your health, and potentially even extend your lifespan.

Achieving balance across these various dimensions can sometimes feel like an impossible task. The good news is that we are usually not too far away from support and help. An Employee Assistance Program (EAP) is an essential component of any employee wellness program that is offered by many employers to their employees at no cost. In fact, federal agencies have been required to provide EAPs to their employees since 1986. Your EAP is a great place to start when looking to restore control in your life.

At its core, an EAP is designed to support and uplift the 8 Dimensions of Wellness. Your EAP can offer a variety of resources, services, support, and training for individuals and managers. These often include non-medical counseling, financial and legal services, dependent and senior care services, wellbeing coaching, workplace conflict resolution, substance use treatment services, employee training, and critical incident responses. Part of EAP services is also an online presence that includes self-help programs, blogs, podcasts, articles, interactive tools and recorded webinars. Because of EAP’s range of services, employees’ unique needs can be assessed and effectively prioritized to help them restore balance within the 8 dimensions and take care of their wellness in the way that makes the most sense for the employee.

In closing, the 8 Dimensions of Wellness are interconnected as one dimension builds on another. It is important to nourish all dimensions of our health. When one dimension is neglected, others suffer too. When you thrive in one area, other areas will prosper as well. Imbalances or stressors in any of these dimensions have a direct impact on our mental and physical health and can affect many aspects of our life. To be healthy, happy, and fulfilled, it is important to identify your wellness needs and work towards making sure that they are fulfilled.

References

• The 8 Dimensions of Wellness and Their Impact on Your Health. Modern Psychiatry and Wellness, LLC. https://mpwhealth.com/dimensions-of-wellness-health/
• Substance Abuse and Mental Health Services Administration. (2016). Creating a Healthier Life: A Step-by-Step Guide to Wellness. https://store.samhsa.gov/sites/default/files/sma16-4958.pdf
• Flowers, J. The 8 Dimensions of Wellness. J. Flowers Health Institute. https://jflowershealth.com/8-dimensions-of-wellness/
• 8 Dimensions of Well-Being. Colorado State University Pueblo. 8 Dimensions of Well-Being | Health Education & Prevention | CSU PuebloStanislava Kier

Supporting Mental Health Through Federal EAP

Mental health challenges affect millions of people and veterans are particularly vulnerable due to the unique stresses they endure during their service. From combat exposure to the strains of reintegrating into civilian life, veterans often face complex emotional and psychological hurdles. Many return from active duty with experiences that can manifest as post-traumatic stress disorder (PTSD), anxiety, depression, or other mental health issues.

EAP Support for Veterans

It is essential to provide veterans with the support they need to maintain mental well-being, especially within the workplace. Since Employee Assistance Programs (EAP) are a mandated benefit for federal employees, promoting EAP access is an ideal starting point. This can be especially beneficial for those transitioning back to civilian life. It is often a complex and emotional process where balancing work responsibilities, family obligations, and personal health can feel overwhelming.

EAP offerings are tailored to meet the diverse needs of veterans, who comprise nearly 30% of the federal workforce. Not only do veterans receive services, but so do their household members, ensuring that the support extends beyond the individual to their family—a vital aspect for those balancing family life with work.

For veterans, EAP services can include:

1. Non-Medical Counseling: Veterans struggling with PTSD, depression, anxiety, or stress can access short-term counseling with licensed professionals. These confidential sessions provide a safe space for veterans to discuss their concerns without fear of judgment or repercussions. For long-term mental health needs, EAP is available to facilitate referrals and connections to behavioral health resources through their medical carrier, community resources, and services designed for veterans.
2. Work-Life Balance Resources: Veterans who manage the pressures of work and family can turn to EAP services for support in finding childcare, elder care, or even home repair services. These resources help reduce the stress of juggling multiple responsibilities, allowing veterans to focus on their work while ensuring their personal lives are in order.
3. Crisis Support: In times of acute stress or crisis, veterans can call on their EAP to access immediate support. Whether it’s managing a family emergency or dealing with a mental health crisis, help is just a phone call away.

The Importance of Early Intervention

Early intervention is key to managing mental health challenges. For veterans, reaching out to an EAP resource at the first sign of emotional distress can make all the difference in preventing long-term issues. EAPs are designed to be accessible and flexible, offering support before problems escalate. Employers should promote their EAP services, especially with veterans, to help them access a wide range of resources, empowering them to take control of their mental health in a way that fits into their work and life schedules, mitigating issues before they impact work performance.

Conclusion

Veterans bring valuable skills and experience to the federal workforce and need attention and care for their unique mental health challenges. By encouraging veterans to utilize federal EAP services, veterans have access to a range of supportive services and resources that can help them maintain their well-being. Federal EAPs are not just a lifeline—they are a pathway to lasting wellness for veterans and their families that may also improve overall business outcomes.

The holiday season is a time for celebration, but it can also cause feelings of stress, grief, anxiety and sadness. Whether it’s feeling pressured to create the perfect holiday, navigating family dynamics or dealing with loneliness and/or social anxiety, this time of year can be challenging.

Tips for experiencing happier holidays:

1. Check in with yourself: Acknowledging and validating your feelings can help you address negative emotions and make space for positive ones. Taking a step back ensures you don’t become overwhelmed.
2. Engage in self-care activities: Prioritizing activities that enhance your wellbeing, such as exercise, adequate sleep, nutritious food, reading or a relaxing bath, can help you find moments of joy during the holiday busyness.
3. Volunteer and connect: Helping others can be a powerful way to lift your spirits. Volunteering at events like food, toy and winter clothing drives can help you meet new people, overcome feelings of loneliness and increase your overall positivity and health.
4. Create meaningful traditions: Establishing new ways to celebrate can bring comfort and joy. Whether it’s celebrating at a different location, preparing a special dish or honoring the memory of a loved one, creating unique memories can foster a positive outlook.
5. Seek professional support: If you find yourself struggling, therapists and counselors can provide valuable tools to help you manage emotions, family trauma or stress and cope with grief.

It’s normal to experience a range of emotions during the holidays. By prioritizing your mental health, embracing new traditions and taking care of yourself, you can focus on moments of joy.

Find additional information and resources at MagellanHealthcare.com/2024-Holidays.

National Healthcare Quality Week is a vital time to recognize the dedication of healthcare professionals who strive to improve the quality of care. From October 20 through October 26, healthcare organizations can emphasize the need for innovation, collaboration, and accountability in healthcare practices. This week also serves as an opportunity to reflect on successes, address challenges, and foster a culture of quality improvement that benefits patients, members and communities alike. In honor of National Healthcare Quality Week, we’re spotlighting three Magellan Health employees:

• Vivian Fain, senior manager, quality improvement
• Brandi Smith, director of quality
• Maria Brachelli-Pigeon, quality improvement director, Magellan Behavioral Health of Pennsylvania

Continue reading to learn more about Vivian, Brandi and Maria’s work in healthcare quality:

Are there any initiatives with healthcare quality that you’re currently working on?

Vivian: I am currently working on performance improvement initiatives related to the identification and submission of critical incidents. This is a major undertaking that unites local providers, care coordinators, and utilization management. This is particularly significant when it comes to securing the safety and welfare of the most vulnerable populations we serve.

Brandi: I am currently partnering with the continuous improvement team and the overall data management plan. I work with the data management and data analytics team to help identify the correct metrics and data elements to build out our scorecards. These scorecards will be essential to reporting our data with a higher consistency and quality. These scorecards will not only be accessible to the employer team but will be built with filters that will make other business units more accessible in Magellan and ensure consistency in reporting across the company.

Maria: As part of the quality team, we often have many healthcare quality related initiatives running concurrently. I appreciate that in my current role I have ability to help shape the scope of projects and measure outcomes of the activities. However, as a healthcare quality professional, I’d argue that most, if not all, discussions we step into benefit from a healthcare quality lens. This means that whether we’re participating in a single discussion or supporting a larger initiative, the principles of healthcare quality can be leveraged to support improvements internally and externally.

How did you get involved with the healthcare quality field?

Vivian: I didn’t seek being involved with the healthcare quality field; the field found me. After many years providing direct care service, I wanted to do something more. At the time, I had no insight into the functions of managed care and how it related to the behavioral health field I was passionate about. Eight years ago, I interviewed for a completely different position than what I’m in, and I was subsequently recommended for a position in quality, that change the path of my career and led me to do what I do today.

Brandi: I got involved with the healthcare quality field by accident. I went to school for accounting and when I graduated college, I got a job in the accounting field. That job wasn’t a great fit for me, so while I looked for my next big adventure, I took temporary jobs with a temp company. One of the temporary positions was at GreenSpring Health in Columbia, Maryland. That temporary job led to a permanent position at GreenSpring in the quality department in 1996. GreenSpring was purchased by Magellan. Since then, I have jumped around to some other departments, but have always returned to my roots in the quality department.

Maria: I was fortunate that another strong quality professional took a chance on me and extended me an offer for a position on the quality team. When I accepted the role I’m currently in, I had no formalized training in healthcare quality. The learning curve was profound. I say now with confidence that it was an excellent move for me. I can also share that before I started my employment at Magellan, that I was impassioned to have a larger role in finding way to improve our community behavioral health system. I worked many years as a clinician treating families and individuals with significant trauma and other behavioral health needs. This role granted me firsthand witness to momentous challenges that my clients experienced with the system, and I came to Magellan with a desire to help triage the barriers I’d observed. I initially joined Magellan as a member of the clinical team, and deeply appreciated what I learned working in that capacity, but feel I’ve found a home working in the quality field.

What are some of the most challenging and rewarding aspects of working in healthcare quality? 

Vivian: What I love about my job is seeing the changes made to direct care services secondary to the performance improvement initiatives my team rolls out. The systemic changes we request of providers/facilities, cascade benefits not only to the members we serve, but also have a direct impact for all patients who receive services from the facilities and providers we engage through the performance improvement process. The most challenging aspect of working in healthcare quality is the fast pace in which things take place.

Brandi: One challenge of working in quality are the audits that we do. Audits are a critical piece of work to maintain our excellent level of care that we give to our members and providers. These audits provide valuable feedback to our staff and supervisors allowing us to deliver the same excellent service no matter which person answers the phone. Audits are always evolving to meet the needs of our internal and external customers. For me, the most rewarding aspect of working in quality is when someone identifies an issue, and I can find a solution. I am a problem solver at my core. This is what makes quality such an interesting place to work. We get to be involved in both the front-end work and the back-end reporting and analytics. Identifying issues before they turn into larger problems provides a sense of accomplishment that isn’t always available in other departments. It’s satisfying to send that email that says this issue has been resolved. I love working in the employer world because of the amazing partnerships quality has with our front-end colleagues.

Maria: Addressing challenges can be one of the most rewarding aspects of working in healthcare quality. Quality engages many tools to tackle barriers: the five why’s to understand root cause, we use Pareto charts to decide where impact could be most profound, Gannt charts to build out projects, Lean Six Sigma and Kaizen methods to identify steps in processes that aren’t value-added and eliminate waste, etc. We can help develop rapid cycle projects using the plan-do-study-act model to assess impact of interventions. Making processes more efficient, measuring improvements, and highlighting successes is very rewarding.

What does Healthcare Quality Week mean to you? Is there anything else you’d like to highlight about healthcare quality?

Vivian: I appreciate the recognition for what those in the field of healthcare quality are tasked to accomplish. The continuous quality improvement process we seek to replicate is no easy task for those resistant to change and is often misunderstood, while the benefits are far reaching and often taken for granted. Further, I would like to highlight the unseen nature of what we do, operating in the background of direct care, to ensure the direct care provided to patients is backed by high expectations.

Brandi: Healthcare quality week means that people get a small glimpse into the world of quality that not everyone gets in the normal day to day. Raising awareness of quality is important, as quality collaborates with every department in the organization. Quality can’t be successful without that collaboration, and whether you realize it or not, you have likely contributed to successful quality outcomes.

Maria: Healthcare Quality Week creates a dedicated time and space to reflect on how incorporation of quality principles in our work can be impactful for our staff, our customers, and our business. For me, this week is a time to extend appreciation to the individuals that are working in the background to improve workflows and outcomes. The quality teams across Magellan Health are extremely collaborative and supportive of one another. We are fortunate to have developed this network of professionals. I’m grateful to have kind and caring coworkers to partner on projects. In general, you’ll hear quality professionals share proclamations like, “quality is everyone’s job.” While it is important for a few of us to have knowledge/expertise on the quality framework to help drive strategies, all staff can have a role in quality.

Resources for Supporting Your Teen’s Mental Health

Military life can be exciting and adventurous, but it also comes with challenges, especially for teens who face frequent moves, deployments, and the stress of a parent serving in harm’s way. This toolkit offers tips for military parents to help their teens navigate these challenges and maintain good mental health.

Communication is Key

• Initiate Conversations: Don’t wait for your teen to “open up”. Regularly check in with them about their day, school, friends, and feelings.
• Active Listening: When your teen talks, truly listen. Put away distractions, avoid interrupting them, offer empathy, and ask clarifying questions.
• “I” Statements: Use “I” statements to express your concerns without sounding accusatory. For example, “I worry when you stay up so late” instead of “Why are you always up so late?”
• Respect Privacy: Respect your teen’s need for privacy but establish boundaries. Let them know you’re always available to talk.
• Deployment Discussions: Talk about deployments well before they happen. Address their worries about safety, missing friends, and managing household responsibilities.
• Deployment Traditions: Create routines or traditions to maintain connection during deployments. This could be a weekly video call, writing letters together, or sending a small care package each week.

Building Resilience

• Develop Routines: Establish consistent routines at home and school, even during deployments. This provides a sense of normalcy and stability.
• Encourage Exercise: Regular physical activity reduces stress, improves mood, and promotes healthy sleep patterns.
• Healthy Eating: Focus on providing nutritious meals and snacks to fuel your teen’s body and mind.
• Relaxation Techniques: Teach your teen relaxation techniques like deep breathing exercises, mindfulness meditation, or progressive muscle relaxation.
• Positive Coping Mechanisms: Help your teen develop healthy coping mechanisms like journaling, creative outlets, or spending time in nature.

Recognizing Signs of Trouble

• Emotional Changes: Be aware of sudden changes in mood like increased irritability, sadness, or anger.
• Behavioral Changes: Watch for social withdrawal, neglecting hobbies, or increased risk-taking behaviors.
• School Struggles: Pay attention to slipping grades, difficulty concentrating, or lack of motivation for schoolwork.
• Physical Changes: Notice changes in sleep patterns, energy levels, appetite, or self-care habits.
• Substance Abuse: Be aware of signs of drug or alcohol use, which can be a way of self-medicating.

Getting Help

• MFLC Program: The Military and Family Life Counseling (MFLC) program helps military families overcome challenges with free non-medical face-to-face support. Services are private and confidential with a few exceptions. Support is available at many installations and affiliated schools.
• Military OneSource: This program offers a variety of resources, including:
• 24/7 confidential counseling: Speak with a licensed therapist specializing in military families.
• Workshops and webinars: Learn about common challenges teens face and develop coping strategies.
• Online resources: Access articles, videos, and tools to support your teen’s well-being.
• Chaplain Services: Chaplains offer non-denominational emotional and spiritual support and can be a valuable resource during difficult times.
• Military Teen Support Groups: Connecting with other teens facing similar challenges can be a source of comfort and understanding. Talk to your teen’s school counselor or local military base about support groups.
• Mental Health Professionals: If your teen needs more comprehensive support, consider seeking help from a therapist specializing in adolescents or military families.

Additional Resources

• National Child Traumatic Stress Network: https://www.samhsa.gov/
• The Trevor Project: https://www.thetrevorproject.org/ (for LGBTQ+ youth)

Remember:

• Take care of yourself. A healthy parent can better support a healthy teen.
• Celebrate accomplishments. Acknowledge your teen’s strengths and resilience.
• Be patient. Building resilience and coping skills takes time and practice.
• Seek professional help if needed. Don’t hesitate to ask for help if you feel overwhelmed or your teen needs additional support.
• The military community is here for you. There are many resources available to support you and your family.

Coach Michael Pride’s Journey from Athlete to Adaptive Sports Mentor

The Department of Defense (DoD) Warrior Games is an annual adaptive sports competition that showcases the resilience and athleticism of wounded, ill, and injured Service members and Veterans. Participants compete in various sports, including archery, to promote recovery, rehabilitation, and a sense of camaraderie among the military community.

Magellan Federal is proud to have partnered with nine coaches in the 2024 Warrior Games to create a supportive and empowering environment, enabling athletes to thrive and showcase their resilience and skill on their road to recovery.

In this exclusive interview, we speak with Coach Michael Pride, a former Warrior Games athlete turned track coach for the DoD Warrior Athletic Reconditioning Program. Now, as a coach, he shares his unique perspective on tailoring training to each athlete’s needs, the unforgettable moments that have shaped his coaching career, and the vital role of overall wellness in achieving success.

Q: Can you tell us a bit about your background and how you became involved in coaching for the Warrior Games?

A: I started coaching in 2011 after participating as an athlete in 2010. I competed in track, earning a silver medal in the 100-meter sprint and a bronze medal in the 200-meter sprint. I was wounded in 2008 in an improvised explosive device incident that hit the vehicle I was driving and crushed my arm after the vehicle rolled on it. I began rehab at the Naval Medical Center in San Diego, CA, from 2008–2011.

At that time, there was an overwhelming presence of wounded and ill Marines, which prompted the Marine Corps to adopt the name Wounded Warrior. Part of my rehab was participating in adaptive sports, so when the DoD came up with the Warrior Games, it was a no-brainer for me to try it, as I ran track in high school in Kansas City, MO, my hometown.

Q: How do you tailor your coaching approach for Warrior Games athletes?

A:  I tailor my coaching style to each athlete’s wounds or illness, and I try to coach them to be comfortable competing with whatever they have going on in life now. I tell them my story, and they begin to trust my coaching capabilities.

Q: What was your most memorable moment from coaching at the 2024 Warrior Games?

A: My most memorable moment was when I got a chance to coach against my mentors, Jeff Mcauley and Rodney Carson. When they left Team Marine Corps, they began coaching Team Army track athletes. My memorable moment happened in the 4×1 meter relay when Team Marine and Team Army finished simultaneously. Team Army pulled it out by only a photo finish to see who won. This was when I got my name considered for the Team Marine Head Coach position.

Q: How do you modify your training regimen so it is accessible for all athletes?

A: I give them all the same training regimen that coincides with their respective events. The athletes take the training regimen and begin training on their own, but I also remember their medical situations. Sometimes, I have to modify it, pending the injury or illness they may be dealing with. The adjustments are minor, and coaching to the injury isn’t that difficult. One sees certain injuries and illnesses year after year, which results in the athletes competing at a high level.

Q: What do you think is the most important element to adaptive sports coaching?

A: The most important element of adaptive coaching is seeing the individual athlete believe in themselves again. They believe they can still do what they love to do. They believe all they have to do is try, and results happen. They watch their loved ones smile at them because they’re enjoying life again. That’s what fuels me to come back year after year to coach.

Q: What advice do you have for others looking to incorporate overall wellness into their performance routines?

A: I suggest incorporating overall wellness into their training. Ensure you’re ready to integrate the body, mind, and spirit into everything you do. If one isn’t well, it causes tremendous stress in one’s life. Make sure your overall health is being taken care of first. Don’t be afraid to talk about what you have going on. Be honest with your overall wellness in order to become that person or athlete you want to be.

About the Author: Michael Pride is a 43-year-old retired Marine and current track coach. Born in Kansas City, MO, he was a standout track athlete in high school. After graduating in 1999, he enlisted in the Marine Corps in 2007, serving as a Motor Transportation Operator. During his deployment to Afghanistan in 2008, Michael was severely wounded by an IED, leading to over 20 surgeries and three years of rehabilitation.

Michael competed in the inaugural Warrior Games in 2010, earning silver and bronze medals in sprint races. He began coaching the Marine Track Team in 2012 and became Head Coach in 2021. Under his leadership, the team has achieved numerous medals and personal bests.

He retired from the Marine Corps in 2022 with several honors, including the Purple Heart, Navy Commendation Medal, and Navy and Marine Corps Achievement Medals. Michael is a father of three daughters and currently resides in Houston, TX, working as a truck driver for Schneider National.

*The appearance of U.S. Department of Defense (DoD) visual information does not imply or constitute DoD endorsement.

If you are feeling overwhelmed by the current political climate, you’re not alone. A national survey suggests more than 60% of registered voters in the U.S. say politics are a significant source of stress, and some even say they’ve lost sleep over it. Over 25% of voters also say politics have sparked conflict among their family and friends. Political stress, anxiety or even anger you may feel over politics can be hard to cope with.

Managing what you can control during election season

These feelings can have a negative impact on your emotional and physical health. Symptoms such as low energy, insomnia, loss of appetite, mood swings and tension are signs that you should not ignore. It is important to recognize what you can and cannot control as the election approaches. You cannot control other people’s opinions, beliefs, reactions or how they express themselves. Nor can you control others’ votes. There are, however, many things you can control during and after the election:

• Limit the amount of time you spend on election news and discussions. While the 24-hour political news cycle on television, radio and the internet is almost impossible to escape, you can limit the amount of time you spend on media each day.
• Be aware of the coverage, feeds and groups you follow. When you are watching or reading election coverage, avoid negative-leaning discussions, especially if you feel frustrated or upset by them.
• Recognize how you interact on social media. Avoid giving angry or emotional responses to posts that do not align with your views. You are unlikely to change other people’s opinions; you are more likely to get unwanted and hostile feedback.
• Focus on the time you spend with people. Prioritize your relationships with positive family and friends. Strong social connections can reduce stress and help you feel happier and more energetic.
• Manage how you deal with stress. Whether it’s meditation, going out in nature, reading a book or working on a hobby, take time to do something that makes you feel good. Get enough sleep and exercise, eat a healthy diet and avoid using alcohol or drugs.
• Stick to your boundaries. Before you enter a conversation, ask yourself if you’re in the emotional headspace to have it. Are you feeling stressed out, on edge or angry? Are you prepared to have a healthy debate or do conversations around this topic tend not to go well? If you feel like you’d be better off not having an election-related conversation, express your boundaries. You could say, “This conversation is really challenging for me, and it’s bringing up a lot of feelings. Can we move on to something else?”
• Take action by using your time and talents. Give your time and skills to a cause you believe in. If you have a strong interest in a political cause or candidate, offer to help with a campaign or other event.

This article is for your information only. It is not meant to give medical advice. It should not be used to replace a visit with a provider. Magellan Health does not endorse other resources that may be mentioned here.

SOURCE: The Jed Foundation

Customer Service Week is an essential time for healthcare organizations to honor and recognize the dedication of their staff who provide compassionate care and support to members every day. This week, October 7 through October 11, is an opportunity to acknowledge the hard work, resilience, and commitment of those who provide exceptional customer service. We’re spotlighting four Magellan Health employees who share why they chose to work in customer service, and some of their most rewarding and challenging aspects of working in this field:

• Kimberly Elias, senior wellness coach
• Hauva Manookin, care manager, After Hours
• Marlo Dale, senior EAP consultant-workplace support, Midwest care management center
• Jordan Carroll, senior care manager

Continue reading to learn more from Kimberly, Hauva, Marlo and Jordan on their experiences working in customer service:

Why did you want to pursue customer service and what is the most rewarding aspect of working in this field?

Kimberly: I pursued a career in coaching because I am passionate about helping people create positive change in their lives. I believe that we all have the capacity to change, and I love being a conduit for this transformational process to occur.  The most rewarding part of my work is being a witness to the growth and transformation that occurs when one puts in the effort and believes in themselves. There is no greater reward then seeing someone discover their potential and go from merely surviving to thriving in life! That is what it’s all about for me.

Hauva: Cliched as it is, I pursued customer service via being a counselor because a life dedicated to helping others is a life lived with value. I have this idea that counselors are farmers; we plant seeds, we encourage watering, and we hope somewhere down the road the seeds grow. Even in our abbreviated roles and the snapshots of time we have with each person, we can still plant seeds and hope for their bountiful harvest. In that invisible moment that likely we will never know about, that is the moment where everything we learned and everything we have done becomes clear.

Marlo: I am a solution focused thinker. Helping the client move toward resolution is the most rewarding aspect of working as an employee assistance program specialist. I’ve found social work and customer service values are all aligned. Social workers and customer service representatives must demonstrate empathy, strong communication skills, respect, and a duty to serve. Despite the need of the respective client or customer, providing and linking to service in a competent, professional manner is the goal, and necessary to sustain every type of business.

Jordan: I always knew that I wanted to be in a field where I could help people. This job allows me to talk to so many people every day. While the severity of their needs may vary, each call is an opportunity to touch someone’s life in a positive way.

What are some challenges you face in this profession and how do you overcome them?

Kimberly: On occasion, I have clients who aren’t ready to create change. It’s hard when you work with someone and you know they can achieve what they set out to, but they do not see that in themselves. It can be frustrating at times when people give up and choose not to see themselves as worthy enough to stay the course and achieve their desired goals. I can work through this by remembering that although I didn’t get to witness any real growth, I know in my heart that I did plant a seed. That seed may grow in the future, and I must remain strong in my faith and hope that at some point, it will. It just may not be in my time, and that is okay.

Hauva: The biggest challenges here and everywhere in counseling is burnout. We all lecture self-care as this nebulous concept, but it’s too vague and too hard to feel successful at. For me, making sure I have slept and making sure I’m having fun is vital. Also, making sure I turn off work when I leave so that I can turn on fully when I am is crucial.

Marlo: One of the challenges I’ve faced in this profession is related to challenges in finding appropriate care and service for our members. Over the course of my career, I’ve learned to focus on what I can do, like staying present, focus on the individual, refer/assist/link as appropriate, and not fixate on what I can’t do. To be fully present in the moment and ensuring the person feels heard and seen is sometimes sufficient. I’m also working to shift my paradigm from problem resolution to facilitating change.

Jordan: At times there are busier days with calls with individuals with higher acuity, more risk concerns and simply hearing some of the hardship they go through can be tough. I try to make sure to count my own blessings, to be grateful for my life and again my opportunity and privilege to provide support to those going through a really difficult time. Self-care is an important part of this. I personally like to spend time with my husband and our two boys, spend time with family and friends, stay active and cook and bake!

Is there anything you’d like to highlight about working in customer service?

Kimberly: I would like to encourage all Magellan employees to spread the word that coaching is available to all employees and their household members.  I’d like to increase more awareness about this amazing modality that is so incredibly impactful to creating positive change!  I would love to see our entire book of business consistently spread the message about this service to their teams and employees so that we can reach and touch millions of lives!  We all need that special coach to help guide us on the path to success and I would love for everyone to capitalize on this! Our coaching team is exceptional with decades of experience. We are highly trained and skilled to coach members on numerous life issues. We are a devoted team of coaches, and we are firmly committed to helping everyone achieve their desired success.

Hauva: The people, the coworkers, supervisors, and management. I have had many iterations of this profession, and this place and these people have been my favorite. They are the most fun and most supportive I have ever had. It’s an honor to work with all of them and I only hope I can offer the same to each of them.

Marlo: It’s fulfilling to know that in the short amount of time and brief interaction we have with our customers, we may make a large impact on their day and lives.

Jordan: I think that customer service calls of all kinds reflect on the everyday interactions that we all go through. Everyone has needs that come up, and everyone has likely been in a position of asking for help. It is a great reminder that we are meant to be connected to each other one way or another. Humans are hardwired to support one another, and I am thankful for all my amazing coworkers who help our members daily by being on the other end of the phone.

What does Customer Service Week mean to you?

Kimberly: I think this is a great opportunity to validate and appreciate those who are truly devoted to delivering the utmost of care and support to the members we serve.  We live in a world that is saturated with fear, stress, and anxiety. When we intentionally set out to offer a service that comes from the heart, that is authentic, kind, and truly caring, we can create a ripple effect of positivity that can over time, create positive change.  This week is a powerful reminder of how impactful our service can be in the lives of people we serve.

Hauva: As I understand my role and my work, every week is customer service week; every day is customer service day; every client deserves the best customer service I can give in that moment.

Marlo: Customer Service Week is a time to reiterate the importance of what we do, while highlighting the hard work and dedication of those serving individuals in need.

Jordan: To me, customer service week is about putting the spotlight on those that help to remind each of us why we chose to get into this field. It’s about making sure we are taking good care of ourselves, as good of care as we provide to those we serve.