Nashville Area Indian Health Service 2011 Annual Report

EXECUTIVE SUMMARIES
Deputy Area Director
In 2011, Dr. Tim Ricks served as the Acting Deputy Area Director until August, when
Captain Scott Helgeson took over the role. The role of the Deputy Area Director is
multi-faceted—in addition to overseeing the day-to-day activities of the Area Office
operating divisions, the Deputy Area Director also assists in budget formulation,
process improvement, and enacting the vision of the Area Director.
To improve transparency and accountability, in 2011 the Acting Deputy Directors:
1. Developed a SharePoint site to store critical management documents
such as meeting agendas, action items, project reports, and division
and service unit accountability dashboards
2. Developed and helped distribute the 2010 Nashville Area Annual
Report, the first such report from the Area in several years
3. Developed a Critical Functions Matrix to inform staff of critical
Area functions, primary and backup personnel who carry out those
functions, and where additional cross-training is needed
4. Developed a 30-page Commonly Used Acronym directory to improve
communications both internally and externally to our customers
5. Developed standard performance plan measures for all Area IHS
staff, to promote accountability, transparency, innovation, and
creativity.
The Acting Deputy Area Directors were also involved in improving business
processes within the Area Office including:
1. Developed an employee orientation checklist for new employees
2. Developed and distributed a “Welcome to the Nashville Area”
presentation to orient both guests and new employees to the
operations of the Nashville Area
3. Created an emergency contact list for division directors and senior
leaders of the Area
4. Oversaw “Frequently Asked Question” fact sheets on GovTrip
authorizations and vouchers, use of IT equipment, travel, and
computer maintenance, all designed to better inform customers of
these issues to reduce confusion
5. Oversaw the Policy Review Team, designed to improve and
standardize policies and procedures in the Nashville Area.
Captain Scott Helgeson
Acting Deputy Area Director
September 2011 – present
Captain Tim Ricks, DMD, MPH
Acting Deputy Area Director
May 2010– August 2011
Other activities designed to streamline efficiency of operations included
development of standardized meeting agendas, creation of a funding modification
tracking form to reduce delays in providing contract modifications to Area Tribes,
and oversight of a management team reviewing all Area operations in anticipation
of a 2012 review by the IHS.
Most importantly, the Acting Deputy Area Directors were involved in the
development and analysis of the 2010 Customer Satisfaction Survey for the
Nashville Area. This survey, sent out to both internal and external customers,
provided great feedback to the Nashville Area on current activities while at the
same time providing a roadmap to improving customer service and delivery of high
quality services to the Tribes we serve in the future. Customer service, through
improving transparency and accountability, improving business processes, and
improving and maximizing efficiency of operations were the cornerstone of our
activities in 2011 and will continue to be at the forefront in 2012.
6 www.ihs.gov/Nashville Nashville Area Indian Health Service