Newsletter

Empowering Leaders with the Supervisor Essential Skills Training Program

The inaugural 2024 Supervisor Essential Skills Training Cohort wrapped up this month, and the program, which will launch its second cohort in 2025, has made a lasting impact on California JPIA member agency staff.

“We developed the training program because we saw challenges within our membership of supervisors not necessarily knowing how to manage or lead a team,” said Senior Training Specialist Ryan Thomas. “Many successful employees are promoted to supervisory positions based on how well they performed in their previous non-supervisory job. Being a new supervisor can be very challenging because of the learning curve associated with leading and managing employees.”

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Thomas continued, “This program provides a safe space for supervisors to learn, practice, and fine-tune skills that help them navigate these challenges successfully.”

Designed to equip current and future leaders with the essential tools for effective supervision, the program helped participants develop problem-solving techniques, improve communication, and advance team management skills.

“We’ve seen significant growth in how participants approach leadership challenges,” said Renee Christensen, one of the course developers. “The discussions we had in class evolved from the instructor receiving questions and giving answers, to participants bringing actual situations/issues to the class for joint solution. By class end participants were speaking up and sharing how they applied these approaches and what was the success. The training absolutely equipped the attendees with strategies to drive change within their agencies.”

The program’s interactive nature encouraged participants to engage deeply in discussions and role-playing exercises that promote the practical application of the concepts taught. From conflict resolution to performance feedback, supervisors gained insights into handling complex scenarios professionally.

“I will strongly recommend that my colleagues participate in this program,” said Lake Forest Communications and Marketing Manager Jonathan Volzke. “I reached my position primarily through strong outreach and communication skills—this program provided me new tools to ensure I position my team—and myself—in an environment to do our best work.”

Cohort members also learned how to reimagine their departments and roles within their organizations. One group of three participants from the same agency was comprised of two supervisors and one manager. They all assumed these new roles months before the training program began. During the nine-month training period, they created a group based on performance and common goals. Despite their job hierarchy levels, they treated each other as peers with varying levels of power and authority. They also laid the framework for expectations on how people work together, communicate, and treat other departments as internal customers. This framework extends from the organization’s top to the employee with the least seniority. Effectively, they changed their work culture to one with a solution-driven approach. Anyone on the team can provide solutions and results, regardless of rank.

“Seeing how supervisors grew in terms of their thinking and how best to manage employees was inspiring,” said Sharonda Bishop, one of the course program instructors. “Continuous learning is a journey, and finding ways to develop, grow, and enhance management skills play a crucial role in ensuring that our leaders are prepared for the evolving demands of their roles.”

As the program develops, the Authority remains committed to supporting our members through educational opportunities that enhance leadership effectiveness, contributing to stronger teams and more efficient organizations.

To learn more about the Supervisor Essential Skills Training Program, contact Administrative Assistant Denise Covell.

How Athens Administrators Has Supported California JPIA Members: Success Stories and Outstanding Results

Through a dedicated team and proactive approach, Athens Administrators—the Authority’s third-party claims administrators—has helped California JPIA members achieve noteworthy outcomes that have made a difference to their organizations and the communities they serve. In this article, we’ll explore some of their recent accomplishments and highlight their impact on specific member claims, underscoring the value Athens brings to our membership.

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City of Pacific Grove

A seasoned police officer from the City of Pacific Grove experienced a medical emergency while on duty. In her words, Athens Senior Claims Examiner Elvia R. “not only shattered my expectations but restored some faith in what I know is not a perfect system.” Elvia’s clear communication and compassionate approach helped the officer navigate the claims process smoothly, which she had never experienced with other workers’ compensation providers. The officer was so impressed that she shared Athens’ positive impact with fellow officers in different agencies, praising the dedication and humanity of the Athens claims team.

City of La Mirada

A tragic accident at a City of La Mirada theatre led to a complex case for a volunteer theater usher who suffered multiple fractures. Athens’ Claims Examiners Bill L. and Sally V. managed this case with exceptional competence and compassion, addressing the family’s concerns and ultimately securing a settlement with the employee and her estate. The employee’s family, with previous experience in the workers’ compensation field, specifically commended the Athens examiners for their diligence and empathy, which made a challenging situation more manageable.

City of Poway

In a recent claim review with the City of Poway, Claims Examiner Schaunna M. was recognized for her exemplary knowledge of each case, which allowed her to provide precise updates without needing to refer to notes. Her thorough preparation and informed responses demonstrated Athens’ commitment to transparency and efficiency, qualities that are echoed throughout the Athens / California JPIA claims team.

Midpeninsula Regional Open Space District (Midpen)

When the Midpen training and safety specialist inquired about a complex claim, Athens Claims Examiner Mark W. promptly provided a detailed and knowledgeable response during an impromptu 30-minute call. This reassurance exemplified Athens’ responsiveness and expertise, making the training and safety specialist feel confident that the claim was handled with the utmost attention and care.

Member Feedback Highlights

1. City of Norwalk: In a fast-paced, time-limited review session, Senior Claims Examiner Melany L. reviewed nine claims in under 30 minutes, providing essential information concisely and confidently. This level of preparedness and efficiency impressed both the city manager and other participants.
2. Town of Apple Valley: Senior Claims Examiner Chrisi S.’s creative approach to a claim—authorizing temporary disability benefits and recommending nurse care—demonstrated her out-of-the-box thinking aimed at reducing litigation risk. Her proactive decision-making underscored Athens’ commitment to finding innovative solutions to support employees and members.
3. City of Monrovia: Joy B. has been recognized by a retired firefighter for her dedication to managing his workers’ compensation account over the years. The claimant highly appreciated Joy’s professionalism and efficiency, noting she was the best adjuster he’d worked with in his career.

Athens’ work with the Authority has produced impressive operational outcomes and fostered a culture of empathy and understanding in claims management. By handling each claim with personalized attention and compassion, they strengthen the trust of our members and set the standard for excellence in the industry.

The Verdict Is In: Strategies to Promote Collaborative Relationships Between Elected Officials

When hard times hit your organization, compassionate collaboration becomes essential. During the California JPIA’s 29^th Annual Risk Management Educational Forum (Forum), Paramount Councilmember Peggy Lemons and Rolling Hills Estates Councilmember Frank V. Zerunyan presented an insightful session titled “The Verdict Is In: Strategies to Promote Collaborative Relationships Between Elected Officials.” The panel, moderated by retired City Manager Mike Egan, explored how collaboration between elected officials can promote effective risk management and organizational success.

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Throughout the session, Egan emphasized each individual’s impact on their community. “‘When you join an organization, you change it forever. When you leave it, it will never be the same,’” said Egan, quoting Bellflower City Attorney Richard Holtz. “Organizational culture drives results, both positive and negative.” This focus on crafting intentional culture framed the session, underscoring the lasting impact of collaborative leadership on local governments.

Lemons and Zerunyan demonstrated the impact of organizational culture on their respective cities. Though demographically different, the cities of Paramount and Rolling Hills Estates share a solid commitment to staff longevity and collaborative culture. Paramount, which faced significant development challenges in the 1970s and 80s, exemplifies how a united city can overcome adversity. “Communities need to say, ‘these are our issues,’” said Lemons. “Once we recognize our problems, we can work together to solve them.”

Zerunyan emphasized the importance of honest communication, expanding upon Lemons’ point by encouraging the maintenance of well-defined roles between city officials and staff. “The city council’s lane is policy—the city manager is the ‘implementer-in-chief,’” he said. Zerunyan and Lemons emphasized the need for accountability, mutual respect, and open communication to foster a positive working environment.

Throughout the session, it became clear that a culture of compassion and service becomes essential in times of hardship, like Rolling Hills Estates’ loss of ten homes to land movement. “When you’re serving the public during a disaster, your role is to be as compassionate as you can be,” said Zerunyan.

When the City of Paramount made a concerted effort to counter urban blight in the late 20^th century, the community simultaneously created a culture of compassion and collaboration. By maintaining open lines of communication with faith-based leaders, law enforcement, residents, school board members, the chamber of commerce, media, and city staff, the city went above and beyond to foster a sustainable organization. By the end of the century, the Los Angeles County Board of Supervisors had issued a special commendation to Paramount for its significant turnaround.

The discussion also touched on the impact of social media in crafting community culture and modern governance. Lemons shared how myth-busting webpages can combat misinformation and protect credibility. Both speakers advised against relying solely on digital platforms, stressing the ongoing importance of personal presence and human connection in leadership within the local government space.

During the session, audience members raised concerns about dealing with disruptive elected officials and ensuring effective council meetings. Zerunyan advised establishing rules of decorum and providing opportunities for civil discourse, while Lemons highlighted Paramount’s concerted trust-building efforts and commitment to finding consensus throughout challenging situations.

The session concluded with a call to foster future generations of public servants. Lemons and Zerunyan advocated for mentoring youth and encouraging community members to serve on commissions and committees, ensuring that the next wave of leaders is prepared to uphold a culture of collaboration and service.

This engaging session reinforced the significance of collaboration as a best practice and a critical element of successful governance and risk management. Learn more about the importance of partnership and discuss how you can foster a collaborative culture at your organization with your regional risk manager.