[0:55] What is New Directions Behavioral Health?

We provide EAP benefits for most companies. Access to counselors, clinicians, etc. It’s a part of your health benefits.

[05:20] Have you seen an increase in EAP usage?

Especially in the last few years, but even before that it was building. Now that there is more understanding and acceptance of mental health, it is definitely growing.

[06:20] How do you help drive that growth in your role?

Constantly looking at new technology, always working on new projects, and cloud migration projects to improve disaster response. Before the pandemic, 60% of our company was already remote, with around 80% having the capability.

[08:05] That must have been extremely helpful when lockdowns came.

It only took about a week to get the rest of the company set up for remote, and most of that was shipping monitors and peripherals out to people along with installing firewalls and VPNs.

[08:39] What are the types of projects you are working on?

Some are infrastructure upgrades, software augmentation to help end users, and enhancements in time to service.

[13:05] Do you run into a lot of security issues?

We do, but we have a great security team of just under 20 people. They have several layers of security on their stack. We have to adhere to HIPA regulations and governmental regulations, and deal with audits. There’s a lot to it.

[15:50] When I worked in healthcare, it was a lot of looking at how to make things work more efficiently.

I’ve been at this company for 6 years, and almost everything is digital. We even have digital fax. The reason fax is still used is because many clinics don’t have Wi-Fi for security and safety reasons. When you go in for audits, some places won’t even let you bring things like iPads in. You have to bring paper forms. It can be frustrating. Over time, you learn these things that help you understand those outside your role.

[19:10] Are you always thinking about data processing and movement even if you’re dealing with a lack of tech?

Your processes have to be repeatable and reliable, regardless of the technology level. If you have to use paper forms, it can be as simple as scanning that form and attaching it.

[21:15] That’s a very important thing for people in IT to understand. You need processes before the tech.

IT is, in one aspect, about solving problems. But at its core, it’s customer service. You are simply there to make someone’s day better through technology.

[23:38] Do you feel that your MBA contributes to your decision making in IT?

It depends. I was a Systems Engineer before, and everyone said I needed to specialize. What I tried out wasn’t interesting to me. One of my colleagues suggested going into management, and I picked something outside what I do to understand the business better.

[27:55] How else has the MBA helped you?

There are many options for modules and areas of study, so I also looked at project management. A lot of IT has become about project management, and it helps how you think about processes. It helps you manage resources and steps needed for smooth going. I use those skills on a daily basis.

[32:55] What have you learned about scheduling projects and resources?

There’s a human element to it, as with anything. Remember that these people are doing more than just what you are asking of them. As a good people person, you ask them when they are able to get things done. Be gracious and understand their perspective. Pressuring someone to a specific time or immediate delivery is only going to overwhelm them. Know when and how to leverage and be kind.

[41:20] How do you work with someone and leave them with a smile on their face?

Project managers shouldn’t be watchdogs. Hovering and hounding don’t work. You catch more flies with honey. It’s better to ask your team how you can help them.

[44:03] What challenges are you finding with remote workers?

When you are remote, there’s no opportunity to just find someone when you need them like in an office. There’s no bonding. Reaching people is difficult because personal devices are locked down. Schedules become a little more elongated remotely as well.

[53:18] What do you think the future of communication is?

I think it will be short snippets like on social media. It’s a generational thing. I think there will be more wearable technology in the future.