To get anywhere, we need to define our destination. In this essay, I reflect on essential leadership qualities in the digital age.  Emphasizing how greatness is possible when a leader can communicate resilience and guidance, I explore what it means to lead and manage in public administration in a world steeped in technology.

Human Services Departments and Social Services Divisions assist and empower the most fragile populations in our nation.  Leaders and management must decide how and when they need to adjust to prioritize the needs of their clients. This memo expresses a need to reorganize the external environment, processes, and ideals to change how client phone calls are processed in a local government Department of Human Services Department.