96-06-14:  U.Va.'s Top 10 KINDNESS, CONCERN MARK OUTSTANDING EMPLOYEES FOR '96

From baking fresh bread for co-workers to taking a discharged patient
back home to another country, the 10 employees receiving outstanding
contribution awards this year are a creative group whose kindnesses and
concerns show what makes the University stand tall Ñ the people who
work here day in and day out.

MARK BORDWINE Almost single-handedly, television systems engineer Mark
Bordwine has brought the Southwest Continuing Education Center into the
electronic age. Originally hired as a technician to down-link televised
programming from U.Va. and Virginia Tech, he has become a computer guru
in Abingdon Ñ after training himself, he created a new computer
laboratory with more than 30 PCs and Macs and installed new computers
in the centerÕs administrative office. Now heÕs known as the "PCPC" Ñ
the personal computer peer coach Ñ who helps staff get to know the
hardware and software he put at their fingertips.

His initiative and expertise have "allowed the Southwest Center to
expand its programs and services without adding new technical staff,"
according to Joyce Feucht-Haviar, associate dean of the Division of
Continuing EducationÕs central office in Charlottesville.

"Because of his skills and the availability of the laboratory, the
center was chosen as one of the public access sites" for the pilot EVA
Ñ the Electronic Village of Abingdon, said Center Director Carl D.
Clarke Jr. As U.Va.Õs representative, Mr. Bordwine has been training
members of the Chamber of Commerce and others in the community on how
to use the network.

"In addition he has coordinated and supported numerous outside groups
using the laboratory, including a week-long computer camp for blind and
visually impaired students, and children from two elementary schools in
a demonstration project on the Internet," Mr. Clarke said. Mr. Bordwine
also gives free Internet workshops to teachers from several local
school systems.  The technology facilities in the new Higher Education
Center being built at  Virginia Highlands Community College will
benefit from Mr. Bordwine's "invaluable input" on planning the
placement of computers and telephones, said Rachel D. Fowlkes,
executive director of the Southwest Virginia Higher Education Center.

Along with keeping on top of the latest computer advancements, Mr.
Bordwine still does his old job, operating the television system that
presents live and interactive, two-way video classes, the satellite
dish and all the other audio-visual equipment in the Center. His job
was recently upgraded Òto better reflect the challengesÓ he continues
to meet after five years, according to Mr. Clarke.

Bordwine's profile WRITTEN BY ANNE BROMLEY


ELI CASAREZ To keep track of the thousands of people who have benefited
from Eli Casarez's outstanding service, one would have to start with
the 110 staff members in Medical Center Transportation who are inspired
by his hard work and generous spirit, and then add the more than 11,000
monthly transports for patients and family members his unit makes each
month, plus the many non-English-speaking patients for whom Mr. Casarez
interprets as a volunteer with the Medical Center's language bank.

Mr. Casarez's "compassion, concern and willingness to help are a great
asset," said Liz Courain, director of volunteer services at the Health
Sciences Center. "His manner is polite, his demeanor reassuring and his
desire to serve patients very strong," Ms. Courain wrote.  Six years
ago, Mr. Casarez started out at U.Va. as a hospital attendant and
worked his way up to his current position as Hospital Attendant
Supervisor C. Fluent in Spanish and English, Mr. Casarez grew up in
south Texas, where his family spoke Spanish at home. "On more than one
occasion Eli has assisted Spanish-speaking patients on his own time and
with his own resources, saving them from considerable fear and
hardship. It can be very frightening to need medical care and to be
unable to communicate with the caregiver," said Ms. Courain.  But his
kindness hasnÕt stopped there. Mr. Casarez "recently made a huge
difference for a patient who was in real trouble and, remembering Eli,
called for help," she added. After learning that a needy patient had
been overlooked by the hospitalÕs support systems, Mr. Casarez went in
person to the Salvation Army to get the necessary shoes, socks and
food.  On top of this, his efforts during this year's snowstorms helped
the department provide continuous patient service to the Medical
Center, according to Fleming D. Shelton, supervisor of Medical Center
Transportation.

And last year, when a longtime member of the Medical Center lost
everything in a tragic fire, Mr. Casarez and his wife welcomed the man
into their own home, providing shelter and support.

Not surprisingly, the word has started to spread about his gracious
donation of time and service. Mr. Casarez now regularly receives calls
for assistance at home, and many an afternoon and evening he can be
found accompanying patients on clinic visits or at the bedside of a
patient.

"His humanity shows through everything he does, and we are all
fortunate to have the opportunity to work with him," wrote Phil Moran,
director of patient assistance services. Casarez's Profile WRITTEN BY
LESLIE WILLIAMS


PATRICIA DOWD Clinical nurse Patricia Dowd has not only gone out of her
way to fulfill patients' needs, in one case she went all the way to
Guatemala to escort an injured man back to his family and tell them how
to care for him.

Part of the spinal cord injury team for two-and-a-half years until
recently switching to another post, Ms. Dowd was responsible for
coordinating the care of patients with spinal cord injuries, which
involved following them through complex stages of treatment.

Ms. Dowd "has not only assisted in identifying best practices in this
high-risk, high-cost population, but through this process, has assisted
to improve patient outcomes, decrease cost and decrease length of stay
in the paraplegic population," said her former manager, occupational
therapist Barb Nidiffer.

Having expert nurses follow patients as they get moved from unit to
unit also eases "the emotional cost," said Ms. Dowd, who got her
nursing degree from U.Va. in 1980. "Spinal cord injuries are
particularly traumatic because they usually happen to young, active
people Ñ who can no longer move after their accident."

"PatÕs professional interaction with patients and the coordination of
their care is greatly appreciated by those she serves. Her patients
consistently respond with letters praising her abilities and thanking
her for intervening on their behalf at a very trying time," said fellow
nurse Judith T. Rusek.

After Pat returned last summer from a brush-up Spanish course held in
Guatemala, a migrant worker from that country was hospitalized at U.Va.
for a head injury. He had nowhere to go after rehabilitation. "The
neuro unit on 6 central made the trip possible. Rather than him going
to a nursing home for the rest of his life, which taxpayers would have
paid for, we did the right thing by taking him home," Ms. Dowd said.
His family, who hadnÕt seen him for over three years, couldn't believe
he had been restored to them, she added.

She has also helped other Spanish-speaking patients by arranging places
for family members to stay and their transportation to and from the
hospital.

Richard Ridge, a patient care services manager who has worked with Pat
for three years, characterized her as "the ideal registered nurse." In
addition to her extensive knowledge, skills and empathy, he noted that
"she tackles each day with a renewed sense of commitment and a can-do
attitude. The impact she has directly on patient care, which is
considerable, is probably overshadowed by the indirect impact she has
on physician, nurse and therapist peers, and on the system."

Although her new job has taken her away from direct patient care, she
would like to go back to the bedside eventually. Still a patient
advocate, she now focuses her people skills on an area called
utilization management, where she reviews patient charts and works with
doctors to make sure their documentation will result in the maximum
insurance coverage.  Pat Dowd's Profile WRITTEN BY ANNE BROMLEY


KATHLEEN FLETCHER Word of Kathy Fletcher's exceptional teaching and
care for elderly patients has spread as far as medical centers in Japan
and England, that want to bring groups of nurses to U.Va. for training
under her model of geriatric care. "KathyÕs reputation was the
stimulus" for a proposed six-month clinical and didactic program, wrote
Virginia Lee, a clinician who nominated Ms. Fletcher for the award.

"It used to bother me that some doctors would automatically attribute
geriatric patients' problems to 'old age,' without looking for other
possible causes," said Ms. Fletcher, clinician 5 and geriatric nurse
practitioner in the clinical support department. She describes her
nursing approach as "forensic" Ñ looking for hidden problems that are
not age-related, like medications or poor nutrition, that also might be
affecting a patient adversely. "We try to look at the whole picture,
because that's what a patient comes in with," she noted.

Previously a surgical nurse, Ms. Fletcher discovered her interest in
geriatrics when working with World War II veterans at a V.A. hospital
in Arizona.

"Improving the health care and the quality of life for the elderly is
more than a career for Kathy, it is her intense passion and calling,"
wrote Jean Sorrells-Jones, chief patient care services officer. Every
day, she teaches at the bedside, working with nurses as part of the
geriatric resource model she pioneered, which is up and running in
seven Medical Center units so far.

With eight years' experience as a nursing school faculty member at
U.Va., Ms. Fletcher still teaches a full schedule of continuing
education courses for physicians, nurses and other care providers of
the elderly and is an active volunteer for the Jefferson Area Board for
Aging and the Piedmont chapter of the Alzheimer's Association. This
year she was elected president of U.Va.Õs professional nursing staff.

"I feel strongly that care for our elderly patient population started
to improve the moment [Kathy Fletcher] joined patient care services.
She represents the epitome of advanced practice nursing, in terms of
her clinical skills, teaching, coaching and mentoring of other nurses,"
wrote Tracie Nolan Kientz, a clinician in the coronary care unit. "She
continually challenges me (and others) to think about what is possible
and not dwell on the problems and barriers in our system."

Also through Ms. Fletcher's efforts, "nursing care has improved
considerably," wrote Peggy J. Shupe, a nurse at Martha Jefferson
Hospital. By providing formal instruction during rounds with various
nurses, Ms. Fletcher helped boost their skills and confidence. "Her
goal was to empower us and she did. Kathy helped us focus on
maintaining the prehospitalization functioning level of the patient,"
she explained.

"The effect of this on a patientÕs future cannot be overstated. It may
well mean the difference in going to a nursing home or being able to
live with family," she added.

"The effect of these seemingly small changes in practice have a
tremendous impact on where and how our health care dollars are spent.
Kathy's value to us, however, cannot be measured in dollars, for what
she means to us and instills in us, makes her invaluable," Ms. Shupe
said.  Kathleen Fletcher's Profile WRITTEN BY LESLIE WILLIAMS


BETH FOWLER While many of us were relaxing, snowbound, in our homes
during the blizzards this past winter, Beth Fowler, clinical social
worker for the Kidney Center, was calmly and efficiently working with
the National Guard, hospital administration and local rescue squads to
get patients to and from dialysis. And when the Madison County area
flooded earlier this year, Beth was busy coordinating overnight
housing, food and essential medicines for stranded patients. "Her
continuity of care is a challenging feat to accomplish in this day of
health care management," said Ruth Ann Sherman, a nurse at the Kidney
Center, who nominated Ms. Fowler.

Not only does Beth, the Health Sciences Center September 1995 Employee
of the Month, come through in a crisis, she has also developed and
initiated the annual Wellness Festival and Bereavement Program to help
fulfill the needs and desires of the approximately 160 chronic
hemodialysis patients for whom she is responsible. The Wellness
Festival held every fall "provides our patients [with] access to many
community agencies and support groups for their well-being," noted
Sandra B. Bailey, a renal services nurse.

The Bereavement Program Ms. Fowler was instrumental in creating helps
families and staff handle a patientÕs death. "We are, thanks to Beth,
reaching out to them at a very difficult time and providing them with
support and caring. This is not only beneficial to the patients'
families but to the staff [as well]. It has helped facilitate their
dealing with the death of people they have provided care for for
years," said Debbie Cote, also a nurse at the Kidney Center.

A fervent patient advocate, Ms. Fowler "works within the system to get
things done and/or changed while maintaining high standards," added Ms.
Bailey. She has often tackled the labyrinthine maze of medical
insurance in order to maximize the amount of University reimbursement
while minimizing the patientsÕ personal expenses. By improving
communication, Ms. Fowler has helped to deliver cost-effective, quality
health care.

Loyal and willing, Beth Fowler touches many lives, from students to
staff to, most importantly, patients. "It makes you feel good just to
see her in action," said Leah Wacksman, patient care services
administrator. "She knows all the patients, their families, their
problems, their successes and setbacks. She constantly supports and
encourages them to be as independent as possible Ñ often challenging
them to stretch their limits," just as she does every day.  Beth
Fowler's Profile WRITTEN BY SARAH BLACKWOOD


DOLORES HILDEBRAND "There is no doubt in my mind that were I to turn my
paycheck over to Dolores for management and investment, she would give
me a suitable allowance but ensure I retired a millionaire," said Chief
Contracting Officer Dolly Prenzel of Dolores Hildebrand, the business
and systems manager of purchasing.

Ms. Hildebrand's meticulous financial management has saved the
University literally millions of dollars over the past couple of years,
part of which has been used to set up eight electronic classrooms for
the Classroom Technology Initiative. The permanent $172,000 she cut
from the purchasing budget this year will contribute to the expanding
Center for Science Education, to be headed by NASA astronaut and U.Va.
alumna Kathryn Thornton next fall.

Having worked in the purchasing department for 10 years, Ms. Hildebrand
said she likes being able to improve things and knowing she is not just
a paper-pusher. She has played a major role in the closing of U.Va.'s
storerooms and going to vendor contracts, resulting in a one-time
savings of $1.2 million in inventory. "Dolores worked hard to make this
happen while helping to ensure uninterrupted, vendor-direct service to
our customers, at competitive prices, with no storekeeper layoffs,"
said Ms. Prenzel.

Through her restructuring and streamlining efforts, Ms. Hildebrand has
made permanent budget reductions of between $100,000 and $200,000 for
three years in a row. "I try to think of the best interests of the
University as a whole, not just my own department," she said. Other
units and departments are getting more control and responsibility for
their own expenditures Ñ which is what they want Ñ thanks to her fiscal
management.

She has been part of two process simplification teams, for the $5,000
LPO and the vendor credit card, and consulted for the travel and check
distribution teams. She came up with an automated system to track the
U.Va. credit cards used by individuals and monitor their usage,
according to Ms. Prenzel.

When she's not busy saving the University money, Ms. Hildebrand enjoys
cheering for her two children at their ball games and track events. Her
commitment to efficiency is so great, however, that she recently took a
textbook on process re-engineering to her 13-year-old son's baseball
game. She'll again combine business with pleasure this summer as she
was selected to attend the College Business Management Institute in
Lexington, Ky. Ñ she's taking her family, too.

All of those who recommended her for the award mentioned her pleasant
attitude, as well as her skill and energy. "Dolores' contributions
alone make her an outstanding employee but her fine qualities make her
an asset to the University and a friend to all," said personnel
assistant Sandy Layne.  Dolores Hildebrand's Profile WRITTEN BY ANNE
BROMLEY


SHIRLEY KOHUT Shirley Kohut wears many hats as the executive secretary
senior of the Miller Center of Public Affairs.

"She is our institutional memory, travel expert, luncheon director,
follow-up specialist, record keeper, expediter, coordinator and driving
force of almost all the activities at the Miller Center," said Director
Kenneth Thompson. "Her desk is the hub for our entire operation."
Professor Emeritus of Government and Foreign Affairs Innes Claude
added, "There is virtually nothing related to the center's operations
that Shirley cannot do."

Juggling multiple responsibilities that would exhaust many people
instead makes Ms. Kohut's work a welcome challenge. She said simply, "I
like to be busy."

Ms. Kohut herself has generated much of the whirlwind of activity in
which she works. The number of regular attendees at the center's events
has tripled in the past three years, according to Mr. Thompson, who
attributes a large part of the jump to Ms. Kohut's effectiveness as an
ambassador for the Miller Center.

"Shirley is at home in dealing with the humblest little retired person
who comes to the center as much as with former presidents, senators,
congressmen and Supreme Court justices," said Mr. Thompson.

"IÕve met presidents, ex-presidents and other well-known people whom I
might have otherwise only seen on the news. ItÕs one of the best parts
of my work," said Ms. Kohut. "ItÕs also one of the biggest challenges
to make sure all the arrangements for such visits go smoothly. I worry
that one of our guests might accidently be left stranded at the
airport."

Planning visits for former presidents Jimmy Carter and Gerald Ford
stand out as most memorable in her 21-year tenure at the Miller Center.
"The details that surround an ex-presidentÕs travel are extraordinary,
especially dealing with the Secret Service. I had to show them each and
every entrance to the Miller Center building so that it could be
guarded," she recalled.

A native of Pennsylvania, Ms. Kohut worked at the Pentagon and James
Madison University before beginning at the Miller Center as a
clerk-stenographer in 1975. Outside of work, she enjoys bowling, taking
care of her nine cats, and "really, just going home and relaxing." "I
hope to retire here," said Ms. Kohut. "I donÕt think thereÕs anything
better that one can say about a job." Shirley Kohut Profile WRITTEM BY
REBECCA MILLER


JIM MORRIS Jim Morris carries his pager with him when he goes bass
fishing on his days off.  It's not that he has to, but because he likes
to.

Mr. Morris, the zoning maintenance supervisor for the Medical Center
Physical Plant, explained why he voluntarily carries a device that
others often regard as an unfortunate necessity: "I like to stay on top
of things. And I'm very dedicated to the guys who work with me."

"I lose a lot of vacation time each year because I donÕt use it," Mr.
Morris laughed. "I can't help it."

In charge of 1.5 million square feet of the U.Va. Health Sciences
Center, Mr. Morris meets regularly with hospital staff to ascertain and
discuss the maintenance needs of individual departments.

Richard Laurance, director of the Medical Center Physical Plant,
praised Mr.  Morris for developing new procedures, such as coordinating
the renovation of patient rooms without requiring the entire area to be
shut down for a lengthy period of time. "Jim created a sequence where
every day two rooms were turned over for any upkeep and maintenance
work, which was completed by each evening. Maintenance that has not
been accomplished for seven years because of lack of access to the
rooms is now completed on 70 percent of Level 4."

Not only does he know how things might be done best, Mr. Morris readily
rolls up his sleeves and lends a hand. No stranger to labor, he began
work at U.Va. in 1970 as a mechanic for HVAC (Heating, Ventilating and
Air Conditioning) equipment. Although he was soon made a supervisor,
Mr. Morris continues to hone his HVAC skills by helping out in his
brother-in-law's air-conditioning business. "I don't do much physical
work anymore.  It's good to test your abilities once in a while and to
keep current," Mr. Morris explained.

His practical experience and willingness to tackle tough tasks himself
has earned him respect from colleagues. "Whether he is bringing his
considerable personal expertise to bear on a problem or coordinating
the efforts of others, Jim remains a hands-on leader," said Dave
Gipson, director of Medical Center Facilities Services.

"He is not one to sit back and let others be out in the cold during
stormy weather, but instead generates enthusiasm by being out in
front," added Mr. Laurance. "During the Blizzard of 1996, Jim stayed a
remarkable three days at the Health Sciences Center working around the
clock."

"IÕm surprised and pleased," Mr. Morris reported about receiving the
award.  "It's the kind of recognition you hope for in your life, but
never really expect."

To those who work with Jim Morris, the only thing that might be
surprising about his receiving the award would be if he were to take a
few days off (without his pager) to celebrate. But that doesnÕt seem
likely.  Jim Morris Profile WRITTEN BY REBECCA MILLER


JEAN V. REESE "I was shocked that I was selected," said Program Support
Technician Jean V. Reese of her Outstanding Employee Contribution
Award. No one else who works with her in the Center for Electrochemical
Science and Engineering, however, was surprised.

Whether it's creating World Wide Web pages to promote the work of the
center and the materials science department, saving $1,000 by catching
an accounting error or dashing to the travel agency to have airline
tickets reissued for staff members, "Mrs. Reese's contributions have
consistently far exceeded all expectations," said her immediate
supervisor, Robert G. Kelly, assistant professor and assistant director
of the center.

Associate Professor John R. Scully confirmed Mr. Kelly's comments,
saying, "Mrs. Reese is without any doubt the finest administrative
assistant that I have ever had the pleasure of being associated with."
Not only is she able to use sophisticated computer programs to produce
various print and electronic publications, "Jeannie swiftly performs
the most boring, menial tasks like xeroxing, or cutting and pasting
diagrams for faculty quickly, efficiently and without complaint."

"Since Jeannie has taken over . . . the quality and professional
appearance of the newsletter has increased at least 100-fold," noted
graduate student C. Sean Brossia. "Her work developing, maintaining and
enhancing the CESE web page has led to a site that . . . stands
head-and-shoulders above others," he said, adding that she also
provides administrative support for and assistance to graduate students
with their own home pages, services not typically available to them.
And she offers her help willingly, he said, "something I have found
rare."

"The professors and graduate students here are so appreciative. It
makes a difference when you like the people you work with. This is the
best department I've worked for at U.Va.," said Mrs. Reese, who has
been in her current job for almost three years and at the University
since July 1988.

Outside the office, Mrs. Reese, who got married in October, spends her
time making crafts, landscaping, gardening and working with her husband
on their house. They just finished painting the exterior.  Jean Reese
Profile WRITTEN BY REBECCA ARRINGTON


TOM RINGROSE Tom Ringrose often comes to work toting freshly baked
bread for co-workers or flowers for patients he has noticed don't
receive visitors regularly. Though not part of his official job duties,
these added efforts are part of the reason this health unit coordinator
II, who works in U.Va.'s Heart Center, has been recognized as an
outstanding employee.

"He is the glue that holds the place together," said Coronary Care Unit
Clinician III Anne M. Pontuso. "When someone has a birthday, he orders
a cake. He sends balloons to members of the staff when they have a baby
or are promoted." And he routinely invites patients' family members,
who can't afford other accommodations while their loved ones are in the
hospital, to stay with him and his wife at their home, which ironically
is a hospital Ñ the old Schuyler Community Hospital that they bought
and converted to their living quarters. "During the weeks when patients
are in this unit, it's a very traumatic time for them and their
families," said  Mr. Ringrose, who has worked at U.Va. since 1980. "We
make sure theyÕre never alone."

In addition to the personal touches he brings to the unit, Tom exceeds
the routine expectations of his job, which include responsibility for
the general upkeep of the unit: ordering supplies and special items,
receiving and assisting guests and patients, dispatching phone calls
and facilitating all medical orders to doctors and nurses, gathering
data for the director and administrator of the department, handling
payroll and time sheets, maintaining patientsÕ charts and records,
officiating meetings and educational seminars, handling daily fire
safety and electrical checks, assessing patientsÕ room conditions and
making reservations for patientsÕ family members.

"He frequently stays late, off the clock, to assure things on the unit
will run smoothly," said CCU Clinician IV Tracie Kientz. He is "one of
the major reasons there is little staff turnover." Clinical nurse Nita
Reigle added, "Without Tom, the work of nursing and other professional
staff in the CCU would be increased immensely."

"HUCs play a major supportive role in the delivery of patient care and
very often [are] overlooked," said Ms. Pontuso. About three years ago,
Tom started a University chapter of the national organization, Health
Unit Coordinators Incorporated. He thought it would be an excellent way
for U.Va. HUCs to improve their image and network with peers at other
institutions. He has been so successful in this endeavor that he is now
president of the local group, treasurer and representative of the
regional group and a member of the national marketing committee.

Tom's generous nature also spills over into the community. An artist
who enjoys acryllic and watercolor painting, he gives free art lessons
at his home every Saturday to children in the area, providing
transportation to and from class if they need it. He also visits a
local nursing home each Sunday bringing the residents loaves of his
ever-popular bread. In addition, he is a lobbyist for Primary Care
Centers of Virginia, and leads smoking cessation workshops for the Blue
Ridge Clinic. His grassroots efforts have taken him all the way to the
halls of Congress, where he has testified on the harmful effects of
tobacco use.  Tom Ringrose Profile WRITTEN BY REBECCA ARRINGTON