This writing sample describes a situation where the author took on a leadership role managing change in a large franchise organization with six locations and 100 employees. The change was improving the failing operations of the retail salon business. Challenges included having no prior industry experience and new managers reporting to an interim boss. The author's strategies included open communication, expressing goals of improved customer satisfaction, accountability, and positive work environment. The author also committed to being available 24/7 and responding timely. The outcome was exceeding expectations - the business turned a profit in three months, employees took pride in their work, product sales increased, and new procedures were implemented. The author started an employee newsletter and scheduled long overdue training. Within five months, a

1. Pattie Salas
UNM, Master of Arts Candidate
Organization, Information &
Learning Sciences, University
Libraries
Albuquerque, New Mexico 87112
pattie9@unm.edu
Curriculum
Vitae
Career
Goals
OI&LS
Curriculum
Writing Sample &
Design Documents
Welcome to my Digital Portfolio.
This represents my journey to
improve both my knowledge and
ability to offer its application to
make a difference in a dynamic
organization.
The Curriculum navigation
includes my course of studies as
well as writing examples.
My professional career
encompasses a diverse
background to draw upon,
coupled with my degrees to
identify improvements and
problem solve in a collaborative
environment.

2. University of New Mexico
Organization, Information & Learning Sciences
OI&LS Master’s Portfolio Committee
 Patricia Boverie, Professor
pboverie@unm.edu
Business 505 277-2408
 Charlotte Gunawardena, Professor
OI&LS Director
lani@unm.edu
Business 505 277-5046
 Robert Grassberger , Assistant Professor
rgrass@unm.edu
Business 505 277- 4131
Thank you for your consideration to serve on my Portfolio Committee. Your
dedication and compassion for higher education is a credit to the OI&LS
Program and been a role model to me personally. It has truly changed my
life.

3. University of New Mexico
Organization, Information & Learning Sciences
OI&LS Master’s Portfolio Project
Internship Proposal
Pattie Salas
9982 Menaul Blvd. NE, #D28
Albuquerque, New Mexico 87112
(505) 934-2752
pattie9@unm.edu
Faculty Internship Supervisor: Patsy Boverie, Professor
Department 375C – OI&LS
UNM Main
505-277-2408
pboverie@unm.edu
Worksite Supervisor: Jim Harvey, Regional Volunteer Coordinator
American Red Cross in New Mexico
7445 Pan American Fwy NE
Albuquerque, NM 87109
505/262-6172
jim.harvey@redcross.org

4. Ildikó Oravecz, Consultant
High Performance Consulting
P.O. Box 65118 | Albuquerque, NM 87193
work: (505) 922-1243 | fax: (505) 217-3942 | cell: (505) 350-8627
email: ildi@HighPerfCons.com
www.highperformanceconsulting.com
Stevie Morrison, Instructional Designer
Lovelace Health Plan
4101 Indian School Rd NE, Albuquerque, NM 87110
(505) 727-5683
www.lovelacehealthplan.com/
Dates AMRNM: 09-01-13 to Present
LHP: 09-01-13 to 11-11-13

5. Purpose of Internship: American Red Cross requested that I create an outline for
Volunteer Training and develop an Instructional Design
based on our initial meeting wherein Jim Harvey revealed
his needs and wants for such a program that did not
currently exist. This is intended for implementation in
February 2014.
Lovelace Health Plan assigned me to their personal outside
consultant they are currently working with to provide
support in reorganizing job descriptions, categorizing
duties, and analyzing roles and responsibilities in an overall
evaluation. The results would then determine the type of
training needed, instruction to be designed and who needs
to be assigned to these classes.
Objectives: American Red Cross – Create Volunteer Training
Lovelace Health Plan – Evaluate job descriptions to
determine
(a) What training is needed
(b) Who needs to attend training

6. Products: American Red Cross – Volunteer Training Outline, Instruction
designed for a one-day workshop.
Lovelace Health Plan – Manager Job Task Analysis
Requisite Skills: Instructional Design, creativity, organization, logic/problem
solving skills, attention to detail, experience writing job
descriptions.
Task Outline: American Red Cross – Volunteer Training Outline, Instruction
designed for a one-day workshop.
Lovelace Health Plan - Manager Job Task Analysis, Conduct
document review, Create draft task list, Assist in conducting
interviews/focus groups.
Manager Job Task Analysis
Conduct document review.
Create draft task list
Assist in conducting interviews/focus groups.
Financial Analyst Job Task Analysis
Conduct document review.

7. Curriculum Vitae
Pattie Salas
9982 Menaul Blvd. NE, Apt D28 pattie9@unm.edu
Albuquerque, NM 87112 Cell (505) 934-2752
Education
2014 Master of Arts in Organization, Information and Learning Sciences
University of New Mexico, Albuquerque, NM – Spring 2014
2012 Bachelor of Science in Organization, Learning, and Information Technology
University of New Mexico, Albuquerque, NM - Magna cum Laude
2011 Associate of Applied Sciences in Accounting - Phi Beta Kappa
Central Community College of New Mexico, Albuquerque, NM

8. Internships
Lovelace Health Plan – Ildikó Oravecz, High Performance Consulting
Stevie Ozier Morrison, MA, Instructional Designer II,
Training and Performance Improvement Department,
Lovelace Health Plan
American Red Cross – Jim Harvey, Regional Volunteer Coordinator
Professional Organizations/Affiliations
2012 – Present Graduate Professional Student’s Association, UNM
2013 – Present NM ISPI, Mentoring Program – Carla Forrest, Ph.D.
Stockpile Evaluation I, Knowledge Configuration Management
Certified Lean Six Sigma Black Belt; Stevie Morrison, President
Elect International Society for Performance Improvement
2014 – Present Society for Human Resource Management (SHRM)
Human Resource Management Association (HRMA) of NM
University of New Mexico Alumni Association
– Marketing Committee
Albuquerque Connect Now

9. Skill Summary
 Progressive and dynamic leader with high energy to identify and resolve problems
 Proactive in analyzing and interpreting accounting and business principles
 Experienced in daily operations management and support of 100 employees
 Experience in writing policy and procedure to comply with mission
 Demonstrated experience in revenue generation and budget management
 Strong leadership and organizational skills to direct and coordinate staff
 Experienced in presenting management reports to document and justify inventory/labor
 Provided advice, counsel and instruction for staff members to ensure confidence and
trust
 Proven record to manage internal and external issues in efficient and profitable manner
 Passionate to achieve and exceed – goal oriented
 Exceptional oral and written communication skills
 Develops staff and department capabilities to meet strategic goals and objectives
 Implements evaluation programs to align with overall mission and goals

10. Professional Experience
George S. May, International Company, Small Business Consultant – Special Rep
Isleta Casino, Accounting Department - Revenue Accounting Auditor
Laguna Enterprises, Route 66 Casino – Food & Beverage Supervisor
Rick Quant & Associates – Operations Manager (Property Management)
Carter & Carter Enterprises – Operations Manager (Retail Salons)
Lovelace Medical Center – Administrative Assistant
U.S. Forest Service, Timber Management – Administrative Assistant
U. S. Atomic Energy Commission, Space and Special Programs (Now DOE) –
Administrative Assistant *Obtained Security “Q” Clearance

11. Related Experience
Operations Manager – Performed administrative and human resource duties. Created initial
job descriptions, writing policy and procedures for several venues; screened, interviewed
and hired employees based on these guidelines; conducted orientations and thorough
training for a wide variety of positions, including safety, inventory, financial accountability,
industry regulations, relationships with other departments, and customer satisfaction.
Approved reassignments as necessary and established a cross-training program.
Created a master schedule to cover all shifts and wrote procedure, designed forms and
trained employees to account for their time working closely with payroll procedures.
Managed and executed cognizant budgets and assets assigned to the department, ordered
supplies, scheduled labor, established vendor relations and approved all related payments
Prepared financial and management reports for presentation to the Board of Directors.
Adept with oral and written communication to document and justify inventory, labor, and
profit margins as required.

12. Provided advice, counsel and instruction for staff members to build a positive atmosphere
and solid foundation of teamwork. This was a major factor to ensure confidence with a
smooth work schedule and trust factor with senior management. A proven record of
providing excellent customer service in an efficient and profitable environment.
Monitored and oversaw the preparation of documents and reports as needed for several
committees and participated in committee decisions to work within the obligations and
expenditures of the company.
Set goals and created incentives to establish a stable working environment and loyalty. As a
resourceful problem solver, I demonstrated ability to build rapport with my staff,
department, senior management, and clients. I created a very credible public image as
Operations Manager. I represented my employers with integrity and professionalism in
consulting, auditing, property management, line management, sales and marketing.
Provided support for senior management and was liaison with all department heads,
committees, vendors and clients.

13. Culture
• People
• Product/Service
Resources
• Capital
• Technology
Training
• Knowledge
• Experience
Success

14. Experience
• Progressive and dynamic
leader with high energy
to identify and resolve
problems
• Proactive in analyzing
and interpreting financial
statements
• Exceptional oral and
written communication
skills
• Develops staff and
department capabilities
to meet strategic goals
and objectives
Volunteer
Work
• American Red Cross
Internship
• Lovelace Health Plan
Internship
• Graduate Professional
Student Association
• Tax Help New Mexico
• United Blood Services
Academia
• Accounting Associates
Degree
• Instructional Design (ISD)
Bachelors Degree
• Organizational
Information & Learning
Sciences Masters Degree

15. Career Goals
It is my sincere goal to instill a passion for work, to inspire others to
invest themselves to make a contribution that will make a difference. If
individual talents can enjoy what they do and take pride in the value it
delivers, there is no limit to the creativity and improvements that can
be accomplished.
With an open mind, team spirit, and a strong work ethic, I believe I can
help an organization discover the untapped knowledge and talent to
make a positive effect on both environment and financial goals.
I look forward to the opportunity to apply my experience and
knowledge to an ethical and progressive organization.

16. Philosophy
As I approach this last semester, it is more evident than ever that learning is,
and should be, a lifetime endeavor. A current class on The Role of Wisdom in
Adult Learning has brought new reflection on the differences between
Intelligence, Expertise, and Wisdom. I propose that my academic training
has armed me with the additional knowledge to make a positive difference
for an organization. I will use this in a constructivist manner with the
expertise and hands-on skills I have acquired in my past years of experience.
These will combine to yield the desired outcomes for improvements in both
tacit knowledge and intellectual capital.
I can offer proven skills in communication, organization, and management
from successful knowledge and performance in a wide variety of industries.
My class on Cross Cultural Issues in Adult Learning has increased my view on
how to design instruction for the most effective experience that will yield
long-term results for diversity in a global market.

17. Resources that relate to Your
Application
• R Results Oriented
• E Employee identification/evaluation
• S Systematic organization
• U Unconditional commitments/outcomes
• L Leverage optimized
• T Tacit knowledge
• S Solid improvements

18. How I Can Make a Difference in your
Organization
• Proven success in creating a unified staff to deliver
exceptional service from an initial hiring process. (Casino)
• Proven success taking over a failing business that became
profitable, positive, and loyal within a single quarter.
(Franchise)
• Proven success improving bottom lines with a more efficient
operation and effective staff. (Property Management)
• Proven success relating with diverse groups to capture their
talents and motivate training results. (Consulting)

19. Proper Training
Makes Relationships Work
Training
Plan
People

20. Name : Pattie L. Salas
DEGREE AWARDED
Confirmed: Bachelor of Science Degree Date: Dec 15, 2012
Curriculum Information
Primary Degree
Program: BS Technology & Training
College: University Libraries
Campus: Albuquerque/Main
Major: Technology & Training
Pending: Master of Arts Degree Date:
Curriculum Information
Primary Degree
Program: MA Organiz Learn & Instr Tech
College: Graduate Programs
Campus: Albuquerque/Main
Major: Org Learn & Instructional Tech

21. Term: Spring 2012
College: College of Education
Subject Course Level Title Grade
CJ 323 UG Nonverbal Communication A-
CJ 344 UG Interviewing B+
MGMT 306 UG Org Behavior & Diversity A
MGMT 362 UG Leadership Development B+
OLIT 420 UG Creativity & Tech Design A
OLIT 421 UG Prod & Utiliz of Instruct Mtls A-
OLIT 481 UG Tech Change & Society A-
Term Totals (Undergraduate)
Term: Summer 2012
College: College of Education
Subject Course Level Title Grade
CJ 314 UG Intercultural Communication A-
CJ 327 UG Persuasive Communication B

22. Term: Fall 2012
College: University Libraries
Subject Course Level Title Grade
OLIT 391 UG Problems A+
OLIT 466 UG Principles of Adult Learning A+
OLIT 470 UG Workplace Training A
OLIT 471 UG Designing Training A+
OLIT 483 UG Instruct Appl:Computer Technol A+
OLIT 495 UG Field Experiences CR
Term Totals (Undergraduate)
Term: Spring 2013
College: Graduate Programs
Subject Course Level Title Grade
OLIT 501 GR Instructional Design B+
OLIT 507 GR Knowledge Management A+
OLIT 508 GR Program Evaluation A-
OLIT 514 GR Thry & Prac of Org Learning A-

23. Term: Summer 2013
College: Graduate Programs
Subject Course Level Title Grade
OLIT 521 GR Presentation Technology A+
OLIT 562 GR Team Development A+
Term Totals (Graduate/GASM)
Term: Fall 2013
College: Graduate Programs
Subject Course Level Title Grade
OLIT 525 GR Instructional Multimedia A
OLIT 535 GR Thry & Prac-Distance Learning A
OLIT 561 GR The Adult Learner A

24. TRANSCRIPT TOTALS (GRADUATE/GASM) -
Attempt Hours Passed Hours Earned Hours GPA Hours Quality Points GPA
27.000 27.000 27.000 27.000 106.98 3.96
0.000 0.000 0.000 0.000 0.00 0.00
27.000 27.000 27.000 27.000 106.98 3.96
Total Institution: 27.000 27.000 27.000 27.000 106.98
3.96
Total Transfer: 0.000 0.000 0.000 0.000 0.00 0.00
Overall: 27.000 27.000 27.000 27.000 106.98
3.96
COURSES IN PROGRESS -Top-
Term: Spring 2014
College: Graduate Programs
Subject Course Level Title
OILS 545 GR Cross-Cultural Issues in Adult
Learning
OILS 553 GR The Role of Wisdom in Adult Learning
Across Cultures

25. Pattie Salas - Writing Sample
*Please describe a situation in which you had a leadership role in managing change within a large
organization (defined as having 50 employees or more). What was the change? What were the
challenges? What strategies did you use to address the situation? What was the outcome?
I was hired as Operations Manager for a franchise of retail salons (six locations with 100
employees). This was a new position created as the owner had failed to handle the daily
operations successfully. He had a poor attitude and had created a hostile environment among
all the employees. It was a major challenge as I had no prior experience to the industry and the
store managers now had to report to a new interim boss. My strategy was one of open
communication. I promptly met with my team and expressed my desire to improve all aspects
of the business. I openly stated my expectation of commitment to the following goals:
 Improved customer satisfaction
 Product and inventory accountability
 Positive cleaner work environment
 Improved communication at all levels
 Teamwork among locations
I also expressed my humble dependency to rely on each of my managers to be a professional
role model to bring their employees up to a higher level of service and cooperation. I
committed to each of them that I would be on-call 24/7 for whatever they might need and
respond to them in a timely manner. I am proud to state that the outcome exceeded all hopes.
In three months, the overall bottom line went from red to black showing a profit. Employees
took pride in their work and delivered a better service. Product sales were up and new
reporting procedures were in place. I started their first newsletter to share both personal
recognition and industry trends. I scheduled long overdue product training with vendors. In
two more months, I negotiated and opened a new location! We held a first-time competition
between locations for Halloween decorations. The troops showed me great appreciation and
loyalty – all they needed to know what that someone cared and respected their work.

26. Pattie Salas – Writing Sample (cont.)
*Please describe your experience in developing or participating in a formal strategic planning
process for your organization.
As pre-opening staff at Rt. 66 Casino, I was one of the Food & Beverage Supervisors responsible
for seven venues. As a team, we interviewed, hired, held orientation, and conducted training.
We created a master schedule coordinated among the shifts for 24/7 coverage. The strategic
planning involved ordering supplies, scheduling labor, and coordinating budgets. We
collaborated on all financial reports and wrote policy and procedure to ensure the integrity of
our actions. A major part of our responsibility was the high visibility and establishing vendor
relations and a highly credible public image. This was extremely successful and rewarding
Employeestook pride intheirwork and delivereda better service. Productsales wereupand
newreportingprocedures were inplace. I startedtheirfirstnewslettertosharebothpersonal
recognition andindustrytrends. I scheduledlongoverdue producttrainingwith vendors. In
two moremonths, Inegotiatedand opened anewlocation! Weheldafirst-time competition
between locationsfor Halloween decorations. The troopsshowedme great appreciationand
loyalty – all theyneededto know whatthat someone cared andrespectedtheir work.

27. Instructional Design Document
Pattie Salas, Author
Running head: How to Identify and Maintain Critical Control Points
The Design Document for How to Identify and
Maintain Critical Control Points in a
Commercial Kitchen
Pattie Salas, Author
OLIT 501: Instructional Design
Victor Law, Instructor
May 7, 2013

28. Pattie Salas
OLIT 501 Instructional Design
Metacognitive Essay
Metacognitive Essay
It is both pleasant and rewarding to reflect on my learning experience in the Instructional
Design class. It is interesting you made note of learning and re-learning. I do expect each
class at this level to be challenging, but because I did so well in my previous Instructional
Design class, I was confident the elements would pretty much fall into place. What I am
very aware of is that each ID project requires the complete focus to first discover what the
problem is to address and proceed through the whole process to solve it by developing
the training.
A. Reflection of the Instructional Design Project
It was a pleasure to work with my SMEs, especially Barry Goldberg, who was willing
and cooperative in sharing issues as well as his personal knowledge and refer me to
several areas to conduct my research. The issue of Identifying and Maintaining Critical
Control Points held my interest throughout because it affects everyone and is very
personal. Most everyone eats at public establishments and at a wide range of levels
and are, therefore, subjected to the level of care and training those preparers have
received, be it an upscale restaurant or a fast-food establishment.

29.  The most challenging aspect in performing the different stages of analysis and
development plans was the objectives and task analysis. This was due to
differentiating the main objectives and the enabling objectives. It took several
attempts and edits to clarify when an action would be cognitive and then require a
behavioral requirement, and how to properly describe it. Then the sequencing
seems to play with both objectives and tasks…..more edits! If I was to redo this
project, I would definitely have the SME consult on overall goals, measureable
objectives, what is needed to support those objectives, and how best to
accomplish corrective actions in a timely manner.
 An honest evaluation of my success with the Instructional Design components can
be described in one word, perseverance. I was dedicated it get it right and gain the
knowledge to be able to transfer it and apply the principles to any situation. I learn
well using analogies and metaphors which allows me to take the immediate
content and apply it to a completely different scenario, always leaving me with
more than one reference.
 The letter grade I would give myself would be an A for excellent dedication. I justify
this by the immense amount of hours I put into this project, steady persistence to
overcome obstacles, especially to redo all the analysis stages during the break to
bring everything up to par and consistent from an organization project to the more
intense subject of critical control points.

30. B. Reflection of Readings, Discussions and Peer Reviews
 The readings and online discussions made a tremendous impact to contribute to my
understanding of instructional design knowledge and skills. A perfect example is the
assigned chapters and relevant questions that paralleled the portion of instructional
design we were working on for our project. This allowed each of us to express our
feelings and share opinions, questions, and thoughts in general online. We could then
relate those discussions in class and to our individual projects. The peer review is the
one area that was cheated out of time. I feel the peer review is a valuable tool and
formally exercised in other OLIT classes producing a documented critique of our
projects.
 The readings helped me to complete my project by providing the theory, background
and support for the required process we had to accomplish before moving on to the
next step. It also gave a great background on the people involved, the progression of
their thinking, and the experiments/trials involved. This supplied the guidance to
carefully consider the breakdown of each step and how to describe it properly. A
perfect example is the descriptions and definitions in the readings I used to compare
the cognitive and behavioral actions for CCPs.

31.  I feel the readings and discussions were spot on as we all participated with enthusiasm and
understanding. The one thing I would do to improve better learning is to reserve time for the peer
review. Between work and other classes, it does not have to be another writing assignment, but
just some thoughts from peers on content, format, relevance, theory, and style. This constructive
criticism would allow us to have several eyes to view our work from different perspectives and
backgrounds. Why? It would create the true collaborative effort we study and strive to implement
in our design documents.
C. Overall Reflections
 The overarching ID principles I learned and practiced were based on versions presented of the
basic ADDIE model. The analysis stages each demanded its own unique work to achieve the proper
identification and description of its components. In addition, creating a flow chart allowed us to
visualize each step and the relationship to the overall process as we encountered different options
(moving forward or having to take corrective action). The design portion reinforced the details
needed regarding pre-requisites, familiarity, level of difficulty, and interest factors. The
development of building on prior foundations, sequencing activities, and preparing materials to
deliver well-organized content drives home the responsibility of the designer and facilitator. The
implementation of strategies to promote mentoring and collaborative teamwork to accomplish a
task were the most impressive to me. I truly believe this will be the norm in the future, so we
better start teaching it from all angles. Doing a SWOT Analysis is a good way to foresee both
problems and opportunities often ignored. The evaluation proved to be the real asset by assessing
the value of the program, instructor, context relevancy, and learner retention by transferring
knowledge and application to the workplace.

32.  Using both organizational and elaboration strategies allow for patterns to surface so emphasis
can be stressed in a particular area of importance. This allows for Gagne’s final step for
effective learning conditions to enhance retention and transfer. Bloom’s taxonomy for cognition
is a great checklist to include elements for knowledge, comprehension, application, analysis,
and synthesis.
 After this class, I am confident to use a Systems Approach giving more attention to each
element of instructional design. I know that there should never be a one-size-fits-all approach
and instruction should be tailored to the needs and the learners combined. I know that
evaluation methods will be considered from the beginning to gain agreement as to what we are
measuring, how, and why. I will lend credence to the theories noted and trust that proper
collection of data and analysis will speak to the stakeholders to gain their trust and involved
commitment to allow me to solve a problem or improve a situation with an ID plan they will be
proud to integrate.
 I anticipate using the knowledge and skills in my future career as we did the case studies. That
was a good assignment because we had to read and be familiar with the scenario, characters,
identify the problem and discuss their approach to problem solve the issue. This was good
practice to use in any industry with human resource issues, tactful reasoning and compromising
with difficult personalities or those in denial. I am more skilled to put values on intangible
assets and behaviors and able to calculate ROIs better. I will carefully consider who will read my
report, act on results, and work within timelines. I will use a matrix to clarify how objectives,
strategies, approaches, and assessments tie together.

33. OLIT535
Pattie Salas
Francisco Apodaca

34. Lovelace Health Plan Internship: Pattie Salas
High Performance Consulting
Manager Job Task Analysis
Assist in conducting interviews/focus groups.
Create validation survey using SurveyMonkey.
Finalize task list incorporating survey results.
Financial Analyst Job Task Analysis
Conduct document review.
Create draft task list.
Assist in conducting interviews/focus groups.
Create validation survey using SurveyMonkey.
Finalize task list incorporating survey results.
Ildikó Oravecz
P.O. Box 65118 | Albuquerque, NM 87193
work: (505) 922-1243 | fax: (505) 217-3942 | cell: (505) 350-8627
email: ildi@HighPerfCons.com
www.highperformanceconsulting.com
“Learning is not attained by chance, it must be sought for with ardor and diligence.” --
Abigail Adams

35. Lovelace Health Plan Internship: Pattie Salas
High Performance Consulting
STATEMENT OF WORK - Month Activities/Tasks for Client: Lovelace Health Plan (LHP)
September 2013
Sales Executive Job Task Analysis
Assist in conducting interviews/focus groups.
Manager Job Task Analysis
Conduct document review.
Create draft task list.
Assist in conducting interviews/focus groups.
Financial Analyst Job Task Analysis
Conduct document review.
Create draft task list.
October 2013
Sales Executive Job Task Analysis
Assist in conducting interviews/focus groups.
Create validation survey using SurveyMonkey.
Finalize task list incorporating survey results.

36. Lovelace Health Plan Internship: Pattie Salas
High Performance Consulting
Manager Job Task Analysis
Assist in conducting interviews/focus groups.
Create validation survey using SurveyMonkey.
Finalize task list incorporating survey results.
Financial Analyst Job Task Analysis
Conduct document review.
Create draft task list.
Assist in conducting interviews/focus groups.
Create validation survey using SurveyMonkey.
Finalize task list incorporating survey results.
Ildikó Oravecz
P.O. Box 65118 | Albuquerque, NM 87193
work: (505) 922-1243 | fax: (505) 217-3942 | cell: (505) 350-8627
email: ildi@HighPerfCons.com
www.highperformanceconsulting.com
“Learning is not attained by chance, it must be sought for with ardor and diligence.” --
Abigail Adams

37. LHP Job Description Categories
(Training Needs)
I. Interpersonal – Training/Supervision Competencies
II. Informational – Administrative/Research Competencies
Accountable for the production schedule.
Accountable for turnaround service level agreement. (LUM)
Analyzes data. (DMM, HSM, MMM)
Assess the various enrollment programs regularly, to determine if the programs are
meeting the intended goals. (EEM)
Assists management with documentation required for accreditation agency audits as
needed. (MMM)
Assists Department Head to develop policies, procedures, strategies and goals that
support Department/Corporation direction. (MEM)
Collaborates with a wide variety of functional areas such as sales, underwriting,
marketing, health services, and operations to develop and provide product definitions
responsive to customer needs and market opportunities. (PSM)
Collaborates with headquarters on special facilities related projects. (FAM)
Collaborates with Sales to develop rate action for new and existing groups that
support the customer expectation, as well as, corporate goals. (LUM)
III. Decisional – Management Competencies
IV. Communication Duties (Mandatory foundational skills)
Able to follow directions, complete and understand instructions. (APM, WFM, CTM,
PHM, CLM, COM, CRM, CCM, DMM, EEM, FAM, HSM, LUM, MPM, MEM,
MMM, PEM, PDM, PSM, PRM, MSA, TPM, MTR, USM, PMM)
Attends and participates in professional meetings, development seminars and/or
committees. (CTM, CLM, COM, CRM, CCM, DMM, HSM, LUM, MPM, MEM,
RAM, PDM, PSM, PRM, MTR, USM, PMM)
Attends a variety of meetings. (PDM, PSM, MTR)
Attends professional and/or departmental meetings. (LUM, MPM, PMM)
Communicate effectively with internal and external customers. (APM, PHM, WFM,
CTM, CLM, COM, CRM, CCM, DMM, EEM, FAM, HSM, LUM, MPM, MEM,
MMM, PEM, PDM, PSM, PRM, MSA, TPM, MTR, USM, PMM)

38. LHP Job Description Categories
Able to follow directions, complete and understand instructions. (APM, WFM, CTM, PHM,
CLM, COM, CRM, CCM, DMM, EEM, FAM, HSM, LUM, MPM, MEM, MMM, PEM, PDM,
PSM, PRM, MSA, TPM, MTR, USM, PMM)
Accountable for the production schedule.
Accountable for turnaround service level agreement. (LUM)
Adheres to policies, procedures and regulations to ensure compliance and patient safety.
Allocates resources accordingly. (PHM, PEM)
Analyzes data. (DMM, HSM, MMM)
Apply appropriate global business strategies to meet departmental and regulatory
goals/requirements. (WFM)
Approves purchases of furniture and equipment through Purchasing Department and CER
process. (FAM)
Assess the various enrollment programs regularly, to determine if the programs are meeting the
intended goals. (EEM)
Assists Department Head to develop policies, procedures, strategies and goals that support
Department/Corporation direction. (MEM)
Assists Department Head with the development of the strategic planning for the organization.
(MEM)
Assists in the development of new recruitment training. (MSA)
Assists management with documentation required for accreditation agency audits as needed.
(MMM)
Attends and participates in professional meetings, development seminars and/or committees.
(CTM, CLM, COM, CRM, CCM, DMM, HSM, LUM, MPM, MEM, RAM, PDM, PSM, PRM,
MTR, USM, PMM)
Attends a variety of meetings. (PDM, PSM, MTR)
Attends professional and/or departmental meetings. (LUM, MPM, PMM)
Brainstorms on innovative ideas. (LUM)
Builds trust/credibility with customers by demonstrating commitment to achieving mutual goals.
(EEM)
Coaches subordinates to accomplish goals. (APM, PHM, CTM, CLM, COM, CRM, CCM,
DMM, EEM, FAM, HSM, LUM, MPM, MMM, RAM, PEM, PDM, PSM, PRM, MSA, TPM, ,
MTR,USM, PMM)
Collaborates with a wide variety of functional areas such as sales, underwriting, marketing,
health services, and operations to develop and provide product definitions responsive to
customer needs and market opportunities. (PSM)
Collaborates with headquarters on special facilities related projects. (FAM)
Collaborates with Sales to develop rate action for new and existing groups that support the
customer expectation, as well as, corporate goals. (LUM)
Collaboratively works with delegated vendors to improve quality of care and outcomes. (MMM)
Communicate effectively with internal and external customers. (APM, PHM, WFM, CTM,
CLM, COM, CRM, CCM, DMM, EEM, FAM, HSM, LUM, MPM, MEM, MMM, PEM, PDM,
PSM, PRM, MSA, TPM, MTR, USM, PMM)

39. LHP Manager Essential Duty JD Breakdown
Able to follow directions, complete and understand instructions. (APM, WFM, CTM, PHM,
CLM, COM, CRM, CCM, DMM, EEM, FAM, HSM, LUM, MPM, MEM, MMM, PEM, PDM,
PSM, PRM, MSA, TPM, MTR, USM, PMM)
Accountable for the production schedule.
Accountable for turnaround service level agreement. (LUM)
Adheres to policies, procedures and regulations to ensure compliance and patient safety.
Allocates resources accordingly. (PHM, PEM)
Analyzes data. (DMM, HSM, MMM)
Apply appropriate global business strategies to meet departmental and regulatory
goals/requirements. (WFM)
Approves purchases of furniture and equipment through Purchasing Department and CER
process. (FAM)
Assess the various enrollment programs regularly, to determine if the programs are meeting the
intended goals. (EEM)
Assists Department Head to develop policies, procedures, strategies and goals that support
Department/Corporation direction. (MEM)
Assists Department Head with the development of the strategic planning for the organization.
(MEM)
Assists in the development of new recruitment training. (MSA)
Assists management with documentation required for accreditation agency audits as needed.
(MMM)
Attends and participates in professional meetings, development seminars and/or committees.
(CTM, CLM, COM, CRM, CCM, DMM, HSM, LUM, MPM, MEM, RAM, PDM, PSM, PRM,
MTR, USM, PMM)
Attends a variety of meetings. (PDM, PSM, MTR)
Attends professional and/or departmental meetings. (LUM, MPM, PMM)
Brainstorms on innovative ideas. (LUM)
Builds trust/credibility with customers by demonstrating commitment to achieving mutual goals.
(EEM)
Coaches subordinates to accomplish goals. (APM, PHM, CTM, CLM, COM, CRM, CCM,
DMM, EEM, FAM, HSM, LUM, MPM, MMM, RAM, PEM, PDM, PSM, PRM, MSA, TPM, ,
MTR,USM, PMM)
Collaborates with a wide variety of functional areas such as sales, underwriting, marketing,
health services, and operations to develop and provide product definitions responsive to
customer needs and market opportunities. (PSM)
Collaborates with headquarters on special facilities related projects. (FAM)
Collaborates with Sales to develop rate action for new and existing groups that support the
customer expectation, as well as, corporate goals. (LUM)
Collaboratively works with delegated vendors to improve quality of care and outcomes. (MMM)
Communicate effectively with internal and external customers. (APM, PHM, WFM, CTM,
CLM, COM, CRM, CCM, DMM, EEM, FAM, HSM, LUM, MPM, MEM, MMM, PEM, PDM,
PSM, PRM, MSA, TPM, MTR, USM, PMM)

40. 1
LHP Update Adds to JD Breakdown List @ 10/20/13
Adheres to policies, procedures and regulations to ensure compliance and patient safety
Analyzes data (DMM) HSM
Analyzes data (MMM)
Approves purchases of furniture and equipment through Purchasing Department and CER
process (FM)
Assess the various enrollment programs regularly, to determine if the programs are
meeting the intended goals (EEM)
Assists Department Head to develop policies, procedures, strategies and goals that
support Department/Corporation direction (MEM)
Assists Department Head with the development of the strategic planning for the
organization (MEM)
Assists in the development of new recruitment training (SM)
Assists management with documentation required for accreditation agency audits as
needed (MMM)
Attends professional and/or departmental meetings (LUM)
Brainstorms on innovative ideas (LUM)
Builds trust/credibility with customers by demonstrating commitment to achieving
mutual goals (EEM)
Collaborate with Sales to develop rate action for new and existing groups that support the
customer expectation, as well as, corporate goals (LUM)
Collaborates with a wide variety of functional areas such as sales, underwriting,
marketing, health services, and operations to develop and provide product definitions
responsive to customer needs and market opportunities (PSM)
Collaborates with headquarters on special facilities related projects (FM)
Collaboratively works with delegated vendors to improve quality of care and outcomes
(MMM)
Communicates resolutions (LUM)
Communicates resolutions(PMM)
Completes required monthly, quarterly reports accurately and in a timely manner (MMM)
Conducts market research (PSM)
Conducts marketing analysis to develop product definitions (PSM)
Conducts post-event de-briefings to ensure a continuous process improvement effort is
undertaken (EEM)
Conducts presentations (LUM)
Conducts presentations (PMM)
Coordinates marketing, sales, operation, and financial plans for product line(s) (PSM)
Coordinates projects, reports and meetings (RAM)
Coordinates a variety of meetings (PDM)
Coordinates all training programs (TM)

41. Internship with American Red Cross in New Mexico
The Volunteer training for the American Red Cross in New Mexico was requested by Jim
Harvey, Regional Volunteer Coordinator, in Albuquerque, NM. Our initial meeting resulted
in me creating an outline for training volunteers in the purpose of the organization and to
properly represent its efforts in a wide variety of programs. After researching the
American Red Cross (ARC) and the local New Mexico programs and services, I constructed
the Rationale and Needs Analysis for a workshop Jim intends to conduct in the Spring of
2014. The Learner Analysis established the importance to convey proper formats and
information to a diverse audience in a consistent and professional manner. The Contextual
Analysis reveals that the instruction is designed for the novice volunteer with basic
information needed all involved in ARC programs.
The training will be delivered in a face-to-face format in approximately half a day. The
training outline involves tacit knowledge to engage each learner to participate in activities
and to be able to accomplish a comfort level to speak to the public regarding each of the
general areas of service. The outline basically involves the following:

42. I. A history that covers what the American Red Cross is and its mission as well as the local
New Mexico orientation.
II. Specific local programs and services that are targeted for help and information in a
variety of activities and capacities.
III. News and Events provides an overview of four disaster areas that require aid and
immediate response from the American Red Cross. It will also review some of the more
highly visible stories in the media, reflecting the capacity and importance of manpower
and services we are able to deliver.
IV. The Community Outreach Program is intended to impress upon the volunteers the
importance of their role to inform others, participate in hands-on activities, and simply
care when simple empathy and a compassion factor is crucial to a situation. The
Benefits section covers a minimum of three areas that each volunteer can achieve with
experience by volunteering with the American Red Cross in New Mexico.
V. The last section is a Debrief and Evaluation required as a large amount of information
has been presented and some very intense and emotional material covered to be
digested and put into perspective. This involves a recap of the outline and a review of
Frequently Asked Questions (FAQs). Finally, an Evaluation and Critique will be distributed
to obtain feedback on the Program, Trainer, and Facilities.

43. By conducting a shared knowledge workshop among a diverse audience, a
new sort of animal is created – a Community of Practice. This group takes
on a new identity with a common purpose.

44. My next assignment was to create three scenarios for a Role-Playing Exercise during the
workshop. The three specific situations are described as follows:
 The 30-second elevator speech (summarizing who American Red Cross is and what it
does locally). This would allow a concise statement as a natural response to heighten
the visibility and requirement for volunteers to participate in helping others in need.
 Engaging the disgruntled visitor to our information table. By preparing volunteers to
anticipate a perhaps biased or negative opinion of the American Red Cross in an isolated
event, they are better equipped to relate and empathize with the public and welcome
all feedback. It is important to realize that all media reported is not always accurate or
can leave out important details and/or circumstances. It is also important that when
dealing on a national or international level, there is a “chain of command” and protocol
that does not allow independent decisions on a local level. Therefore, an informed
public may walk away with a much improved image as to why something happened and
actual facts about responses.
 Discussing volunteer opportunities. It is important to “buy-in” to a program to
represent it properly. This entails strong Team Building and Team Development by
discovering what motivates each volunteer. Exemplifying how to engage talents,
collaborate with others and connect/network for possible career advancement venues
allows each participant to find the niche in which they are most happy and productive.

45. I created these using the knowledge concept of Knowles’ Androgogy, considering the
self-directed adult learner who wants to use his/her experience as a rich resource to
address problem-centered needs while incorporating a social role in a developmental
capacity. This taps into the internal motivation and targets their need to know how
their efforts will be applied. The emphasis on interactive learning allows individual
personalities to portray the importance and altruistic manner to satisfy a civic duty. This
workshop will enhance the ability for adults to responsibly accommodate
transformational learning by reflection on the ever increasing need for volunteers to
contribute their time and effort to such worthy causes. The invaluable experience of
team development provides a constructive approach to make meaning of positive
outcomes.
The American Red Cross Volunteer Workshop involves a support system I discovered
doing research in Personal Development for Smart People. This revealed The Five Pillars
of Self-Discipline. They are Acceptance, Willpower, Hard Work, Industry, and
Persistence. If you take the first letter of each word, you get the acronym “A WHIP” — a
convenient way to remember them, since many people associate self-discipline with
whipping themselves into shape (STEVE PAVLINA.COM).

46. An additional benefit of this workshop is the satisfaction of each level of Maslow’s
Hierarchy. By contributing to help with the basic physiological and safety needs of
others when disaster strikes, the love and belongingness is achieved through warm
and friendly relationships. The self-esteem need is an achievement of that help and
the confidence that accompanies these efforts. All of these activities support the
fifth level of self-actualization by full expression of their talents, capacities, and
potential. The integrity and personal independence shines in each volunteer as
they can see the difference they make by helping others. The pride and recognition
will reinforce the overall team development of the American Red Cross Volunteers.

47. The above image is a good example of the interactive benefits of training adult
volunteers. By helping others, they in turn reap the benefits of taking individual’s
resources, engaging them in an organized program and target settings that can
progress to implemented improvements. These results can then be documented into
Best Practices by combining the tools and proven theories. After actual programs have
managed performance and evaluated objectives, the result is a cohesive group that can
make the difference in an efficient manner for effective improvements. Whether the
goal is to improve stakeholder performance, loyalty, culture, communication or Return
on Investment (ROI), the dynamics require careful placement of these building blocks.
The beauty of creating an effective group that is a bonded team – one that exemplifies
trust and dedication, is that group can be activated in a variety of ways, regardless of
the time, place, or circumstances, and adapt to accomplish amazing results. This
encompasses what the OI&LS Program has meant to me – to be equipped with a
toolbox of skills, knowledgeable of theory/research, and prepared to perform hands-on
in an engaged and passionate manner. I am confidant you have molded and groomed
me to do just that.

48. Instructional Design
Accounting
Organization,
Information &
Learning Sciences