Compassionate service & support at every step—Meet members of the Guest Services Team

They are often the first faces to greet patients and visitors at the hospital.

Autumn Hall

Guest Services
Ambassador

What does “guest service” mean to you personally?

Guest Services is about being there for people in moments that really matter. Whether someone is visiting a loved one, celebrating something special, or going through a difficult time, I’m able to guide and support them. It makes my job feel meaningful because I know I’m helping people in real ways every day.

How did you begin your career at the URochester, and what are your key responsibilities during a typical shift?

I began working at the URochester during my junior year of high school. It was my first job, and I wanted to be part of a place where I could help others and feel like my work mattered. During a typical shift, I assist at the hospital front desk by creating passes, giving directions, answering phones, and sometimes transporting visitors to their destinations.

How do you feel your role contributes to the overall patient and visitor experience at the hospital?

My role often serves as the first point of contact, which sets the tone for a visitor’s experience. By being patient, helpful, and welcoming, I can make people feel more at ease during what might be a stressful time. Even small interactions can make a big difference in how someone feels when they enter the hospital.

What training or skills have been most critical in this role?

Empathy, communication, and patience have been the most important skills in my role. You never know what someone is going through, so it’s important to treat everyone with kindness and understanding. Being able to clearly communicate and stay calm helps ensure visitors feel supported and respected.

What is the most rewarding part of your job?

The most rewarding part of my job is knowing that I’m making a difference in someone’s day. I also really appreciate the environment my coworkers, supervisors, and managers create, because it feels supportive and welcoming. It feels good to work somewhere where I’m constantly learning and have people I can rely on, which makes the experience even more meaningful.

How has this role changed the way you interact with people throughout your day?

This role has helped me become more confident and open when interacting with others. I’ve learned how to communicate more clearly and step out of my comfort zone. It’s made me more aware of how I can help people, even in small everyday situations.

What advice would you give someone starting in Guest Services?

I would tell someone starting in Guest Services not to be afraid to ask questions and take their time learning. It’s okay to make mistakes, as long as you’re willing to learn from them. Being patient, observant, and open to growth will help you succeed in the role.

If you could describe your service style with three words, what would they be?

Empathetic, attentive, reliable.

Tasha Turner Abdullah

Guest Services
Representative

What is something about your role that might surprise people?

Good question! A lot of people are surprised at how quickly I learned the majority of the hospital. I tell them I have to know it all so I can help them. But we continue to expand, so there will be a lot more to learn.

What does “guest service” mean to you personally?

Guest Services means being the face of the hospital. When people come in, I am the first person they interact with; whether they need directions or are visiting a loved one, I am here for them.

How did you begin your career at the URochester, and what are your key responsibilities during a typical shift?

My career here at the URochester Medicine began, actually, by word of mouth. My husband (who worked at the gift shop) heard my boss talking about how his department was hiring. And the rest, as they say, is history. This year I mark five years here at the University. My key responsibility is ensuring people reach their destination in a timely manner. If someone is having a surgical procedure or needs assistance to an appointment, I will get them there. If they need any other help, such as finding a patient’s location or an appointment, I am here to help.

How does your team support each other during busy and stressful times?

I have an AMAZING TEAM!��If one of our team members is having a rough day, we step in to help. Whether it’s a transport that they are unable to do or answering phone calls, we’re there. Even if one of us just needs a listening ear, we’re here.

What is your go-to way to make someone feel welcome instantly?

A BIG smile! It sometimes makes the individual feel better in an already stressful situation.

How has this role changed the way you interact with people throughout your day?

This role has encouraged me to listen more. Listening helps me better understand what’s going on. I am more compassionate towards people.

What advice would you give someone starting in Guest Services?

Have a big heart and a listening ear. Please don’t be afraid to ask questions. You need patience, and lots of it.

If you could describe your service style with three words, what would they be?

Personable, engaging, and harmonious.

The post Living Our Values: A spotlight on guest services appeared first on Office of Human Resources.

The University has been awarded a $3.8 million, five-year Healthcare Education and Life-Skills Program (HELP) grant from to expand career opportunities for employees, while helping to fill high-demand healthcare roles.

What this means for employees

This funding builds on the University’s Career Pathways Program, which supports eligible staff who pursue high-demand careers with education costs, including tuition, fully covered. The HELP grant enhances this program by providing additional assistance and resources for participants training to become surgical technologists, radiologic technologists, and . These added benefits include paid work or release time (based on position), expanded coaching and advising, life-skills training, emergency funding, and other wrap-around services to support success in school and at work.

How the grant expands Career Pathways

Over the next five years, the grant will significantly expand the Career Pathways program by helping to:

• Increase participation to 200+ employees
• Intensify focus on radiologic and surgical tech roles
• Add 40 dental assistant students annually
• Strengthen coaching, support services, and job placement outcomes

This investment reflects the University’s ongoing commitment to filling high-demand healthcare roles while creating meaningful career opportunities for employees.

Since launching in 2022, Career Pathways has retained 78% of its graduates in mostly clinical roles.

Frequently asked questions

Who is the Career Pathways program for?

Full-time Ģ����ý employees who have met service requirements and are interested in training for high-demand healthcare roles, including surgical tech, radiologic tech, and .

What costs are covered?

All education-related expenses, including tuition, fees, books, uniforms, and required materials are covered through the Career Pathways program.

What support is available beyond training?

Recognizing the realities of balancing work, education, and life responsibilities, through Career Pathways, the HELP grant provides wrap-around services to participants, including:

• Career coaching through Career Pathways
• Life-skills training (time management, financial literacy, resiliency)
• Emergency support for unexpected expenses such as housing, transportation, childcare, and food, which could impact a participant’s ability to complete the program
• Online learning through MyPath

How do I learn more or apply?

More details, eligibility criteria, and application information can be found on the Career Pathways webpage.

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Community. Service. Support.—Meet members of the Public Safety team

Kamaran Moss Sr

Peace Officer, Community Resource Officer
Department of Public Safety

How did you begin your career at the URochester?

I started my career journey at the URochester at 18 years of age in the Emergency Department as a Patient Care Technician. I continued serving in the Emergency Department after becoming an officer. Working in the ED taught me patience and how to better communicate with individuals.

How long have you been with the Department of Public Safety (DPS) and what is a typical day like in your position?

I have been with the Department of Public Safety for over five years and currently serve as the Community Resource Officer. In this role, my typical day involves engaging with faculty, staff, and students. I do this in a variety of settings (medical center and academic campus) to strengthen collaboration between DPS and the Ģ����ý community.

What skills are important for your role?

Strong communication, active listening, and empathy are essential skills for a successful Community Resource Officer. Equally important is the ability to develop thoughtful, practical plans to maintain a healthy and connected community.

What makes working at the URochester different from other public safety roles?

I believe what sets the Ģ����ý apart from other public safety roles is the strong sense of camaraderie and officers’ genuine willingness to support one another. Additionally, the unique nature of our campuses and the diverse locations allow us to wear many different hats, giving us the opportunity to serve in a variety of roles and situations.

How does the University and DPS support your professional growth?

The University and DPS support professional growth through tuition assistance and diverse training opportunities. I have taken advantage of several of these opportunities, serving as a Peer Support Officer and completing training in crisis intervention, field training, and other professional development programs.

Sandra Rivers

Public Safety Officer, Peer Support Officer
Department of Public Safety

How long have you been with the Department of Public Safety (DPS) and what is a typical day like in your position?

I have worked in the Department of Public Safety for more than 18 years. A typical day with DPS is focused on maintaining a safe, calm environment and also fostering beneficial community relations with everyone you come in contact with throughout the day. I really enjoy giving stickers to little kids when I see them on the units. Watching their faces light up makes my heart happy.

What do you enjoy the most about working with the campus/community?

What I enjoy most about working for DPS is that the day-to-day calls for service are always different. You get to work with a variety of people while serving the University community. It’s a job that is so rewarding and makes a difference in people’s lives. Also, as a Peer Support Officer, I am there for my coworkers when they have something going on at work or in their personal lives.����

What skills are important for your role?

Skills that are important for the role of a Public Safety Officer begin with the ability to be able to communicate with all different types of people. Also, the ability to think on your feet and to keep your composure and professionalism in all situations.

What advice would you give someone considering a career in public safety?

I would advise someone considering a career in DPS to take the leap of faith. You will have the most amazing coworkers while doing a job you will grow to love. Sometimes people are having a really tough day, and being able to stay calm and meet them with understanding makes all the difference

The post Living Our Values: A spotlight on Department of Public Safety officers appeared first on Office of Human Resources.

Build your skills, boost your confidence, and grow your career — one playlist at a time.��

Whether you’re looking to become a stronger leader, communicate more effectively, or better manage your time, MyPath offers learning playlists to guide your growth. Each one pulls together high-quality content you can access anytime.

Playlists make learning approachable and practical. Each one is organized around a theme — like leadership, productivity, or innovation — so you can focus on what matters most to your development.��

You can complete lessons between meetings or even during your morning coffee. The goal is simple: to make learning part of your day, not another item on your to-do list.��

Content is organized by topic, personalized picks, and trending courses by job role. Education fits every type of learner with options for classroom sessions, videos, materials, and online courses. You can launch now or save for later.��

Each month, the Office of Learning and Development spotlights educational content aligned with the University’s Meliora values on topics ranging from neurodiversity to emotional intelligence. These are available by searching “Learnnow” in MyPath.��

Every playlist is designed to help you build real-world skills that strengthen your performance today and prepare you for opportunities ahead. Find a complete list of playlists in MyPath under My Learning tab – Professional Development Playlists and Leadership Development Playlists.��

MyPath’s Learner Home, offered under the main MyPath drop down menu, provides a personalized workplace for your unique learning journey. Similar to your Netflix home, Learner Home provides a summary of completed training and suggestions for future learning content, based on your previous history.������

Karen’s Top Playlist Picks

By Karen Scott, Director of Learning and Development��

• Time Management: Big Skills for Busy Schedules
  In today’s fast-paced world, mastering the art of time management is crucial for success in both personal and professional realms. Whether you’re navigating a demanding career or simply seeking balance in your daily life, this content provides invaluable insights to help you make the most of your precious time.����
• Level-up with AI
  Discover how to use artificial intelligence tools to work smarter, boost creativity, and save time. Learn practical ways to apply AI in your daily work — from writing and brainstorming to analyzing data and organizing projects. Search “Generative Artificial Intelligence (AI)” in MyPath.��
• Ready to Lead in 2026? Here’s Where to Start
  Interested in stepping into leadership or growing as a manager?��The “Team Building for Leaders” playlist teaches you how to develop and maintain a work environment with clear expectations set through effective communication, role modeling, and positive reinforcement.��

The post Advance your career journey, one playlist at a time appeared first on Office of Human Resources.

We found inspiration for our own New Year’s goals in Stephanie Von Bacho, EdD, MSEd, MS, RN, NEA-BC, Senior Director of Learning and Development, who has spent 37 years at the URochester and proudly calls herself a lifelong learner.��

Recently inducted into the Monroe Community College Alumni Hall of Fame, Stephanie holds multiple degrees in nursing and education and founded the organization now known as , a summer program for children who have experienced burn injuries. Her dedication to learning and helping others inspires us all to pursue growth in the year ahead.��

You’ve spent 37 years at the URochester—what has motivated you to keep learning and growing throughout your career? Did you envision your current career when you began as a nurse in the burn trauma unit?��

When I started my career as a new graduate registered nurse from Monroe Community College, I specifically sought a position at the University so I could further my formal education. Little did I know at the time how many opportunities would evolve from that single decision over the years. One thing about learning something new and making connections is that you gain a deeper understanding of yourself, your abilities, and your passions. I never envisioned my current career when I began as a new nurse so many years ago. The people I have worked with have inspired me throughout my career path, as have both formal and informal learning experiences. I have built my career at the URochester because it offers numerous development opportunities and ample career mobility, allowing me to apply new skills, continue learning, and challenge myself.����

What University resources or programs have helped you grow personally and professionally—and which ones do you encourage employees to take advantage of to build their own skills and advance their careers?��

I have utilized the University’s tuition benefits multiple times to ease the financial burden of expanding my education. Tuition waivers are available for courses taken at the URochester, as well as for courses taken at other colleges and universities.��

The University now offers a great opportunity for employees seeking higher earning potential and career development in high-demand positions with upfront tuition payments and release time through the UR Career Pathways Program.��

I also highly recommend employees take advantage of our self-led career navigation that is designed to help you find your career pathway by offering tools to align your skills with your interests by completing self-assessments. You’ve got to know where you’re going before you can figure out how to get there.��

What advice would you give employees who want to set meaningful career or personal growth goals for the new year?��

A wonderful time to reflect on the last year of work and look forward to the next is during the performance evaluation process in February and March. Built into the process is the opportunity to discuss your professional growth with your manager and set goals that will not only fulfil your key job responsibilities, but push you to identify specific areas where you want to learn, improve, or expand your impact in the year ahead. It could involve building new skills, strengthening leadership abilities, pursuing education or certification, or taking on new challenges that stretch your capabilities.��

The most effective goals are intentional and actionable—they align with your career aspirations and the organization’s needs, while also fueling your personal motivation. Think of it like creating a roadmap for your own development: where you are now, where you want to go, and what steps will help you get there.��

How has the culture of learning and development evolved at Ģ����ý during your time here, and what excites you about its future?��

I think some of the biggest evolutions in the recent L&D space have been the addition of online learning at your fingertips with , our learning management system. It allows employees to take control of their growth both personally and professionally.����

The job catalog, which was created as a result of the CPM (Career Path Modernization) project opens up a whole new resource for growing your career and allows you to see opportunities available for you and what experience and education is required.����

The program that makes me most excited for the future is the UR Career Pathways Program, which focuses on creating and supporting career pathways for entry-level employees into high-demand positions. Through this work, we have fostered numerous community outreach relationships and resulted in the development of new educational programs to support the need for high-demand positions in healthcare. It is creating pipelines and pathways for current and future employees alike.��

You’ve earned multiple degrees and continued your education throughout your career. What advice would you give to employees who are thinking about going back to school or pursuing professional development?��

Lifelong learning isn’t just about gaining knowledge—it’s about opening doors. When you pursue further education, you’re investing in your future, your confidence, and the opportunities you haven’t met yet. Your ideal career path may not be a ladder—it may be a winding road that still brings you to your goals and gives you a richer, more fulfilling experience along the way.��

The post A conversation with Stephanie Von Bacho: Time to grow, thrive, and reach your goals appeared first on Office of Human Resources.

What we learned

Across the University as a whole, we saw clear strengths in:

• Respectful, trusting relationships with managers and team
• Clarity of expectations and access to training to perform effectively in the workplace
• Access to wellness initiatives and benefits that promote well-being
• A strong sense of purpose: commitment to students, patients, and our community

The survey also pointed to areas where we can improve. Faculty and staff told us they want to see improvements in:

• Balancing workloads and accountability
• Leadership alignment and clearer communication at all levels
• Greater transparency during periods of change
• More clarity on pay practices and how compensation is set
• Improvements related to area specific operational practices and policies

Top themes that emerged

• Leadership, Strategy & Communication: strengthen trust and alignment around our mission, vision, and goals.
• Manager Tools, Support and Education: better equip managers to lead and communicate with confidence, consistency and transparency.
• Culture of Safety: Better understand area specific safety concerns and identify ways to best support employee safety.
• Collaboration, Feedback & Belonging: foster belonging and stronger connections through cross-team collaboration and open feedback opportunities.
• Action in response to the survey: Ensure meaningful follow-up will occur as a result of the survey.

What happens next

Beginning in February, we will share more details about the results and the steps we will take to address them:

• Transparent Communication: We’ll share overall results and dashboards beginning in February of 2026.
• Manager Training: Over 60 sessions have been scheduled from December through February to help leaders interpret results, collaborate with their teams, and create action plans in response to your feedback.
• Action Planning: This will occur at the organizational, school, and unit level. In the schools, each Dean will work with leaders within their school to create a framework for their school for reviewing results and action planning with both faculty and staff. In Central Administration, the Medical Center and in other units such as the Library, Admissions, MAG, and LLE, to name a few, unit and department leaders will collaborate with their leadership teams to deliver results and action plan to make improvements specific to employee feedback in their areas.

At the organizational level, we will begin working to address opportunities that span the entire University or that impact larger groups of employees across units, departments and schools.�� We will gather feedback on proposed action plans by topic through various forums and employee meetings from February – April, followed by formal plans communicated to the University community, which includes our schools, central administration, LLE, MAG, and URMC.

Our commitment

Your feedback is important to us. It helps us understand where we are strong and where we need to improve to support a more welcoming, connected, and positive employee experience. This will take all of our collective efforts. We must collaborate to develop and implement the plans we need to affect progress. We are committed to the process and hope we can also count on your participation and support.

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A new year is the perfect time to revisit your benefits and ensure you’re taking full advantage of all that is offered to eligible Ģ����ý employees. Learn more about where to find potential savings as well as eligibility criteria.

1) Increased Well-U incentives for eligible health plan participants – Earn up to $900 for engaging in programs focused on improving health*

Ģ����ý has increased its wellness incentive offerings this year by up to 38%, making it easier for employees to earn incentive dollars while engaging in ways to improve their health.

If you’re enrolled in a University health plan for 2026, here’s some good news:��you and your covered spouse or domestic partner can EACH earn up to $450��this year just by participating in��Well-U programs.��Yes, you can get paid for taking steps toward better health.��Talk about a win-win!

Three simple ways to earn UP TO $450*

• Access Your Personal Health Assessment — $150
  Complete survey 1 of your Personal Health Assessment online, then finish survey 2 and your biometric screening to earn your first $150.
• — $150
  Complete an eligible lifestyle management program to earn another $150.
• — $150
  Complete an eligible condition management coaching program to earn yet another $150.

*All incentives are treated as taxable wages.

2) HSA: A ‘triple’ tax saving benefit for those enrolled in an HSA Health Plan

Did you enroll in the HSA plan for 2026? Don’t miss the chance to contribute to a Health Savings Account (HSA). It’s one of the few benefits that offers a triple tax advantage: your contributions go in tax-free, they grow tax-free, and you can spend them tax-free on qualified expenses throughout your lifetime.����

3) Save $$$ on pet sitting

Planning a trip this year and looking for pet care? Through your free Care.com membership*, you get��10 days of����each year—including pet sitting for just��$10 per day.��To enroll in the free Care.com membership, please visit��.

*Care.com memberships are available to regular full-time and part-time faculty and staff, residents, and postdoctoral associates. Staff represented by a collective bargaining agreement receive benefits accordingly. The value of pet care is treated as taxable wages.

4) Compare your current auto and home insurance rates with exclusive savings offered through special rates provided to Ģ����ý employees:

Looking for a potential way to cut your monthly costs? You’ve got access to special auto and home insurance discounts. Ģ����ý partners with Farmers Group Select, Liberty Mutual, and Travelers to offer exclusive savings just for our employees.����to compare rates here.

5) Don’t miss everyday discounts

Whether it’s $4 off movie tickets, discounted admission to Amerks games for a fun winter weekend, or��big savings on lift tickets at ski resorts across the country, there are always ways to save as a URochester employee. Visit our exclusive discounts webpage here.

To make it easier, we’re launching a brand-new Seasonal Savings section in every issue of HR Connect so you never miss a seasonal deal.��

The post Your 2026 reset: Five ways to save more with Ģ����ý benefits appeared first on Office of Human Resources.

2026 Performance Evaluation Schedule

• Staff self-reviews: Sunday, February 1–Sunday, March 8
• Manager reviews: Monday, March 9–Saturday, April 25
• Employee Acknowledgement due Tuesday, June 30

To assist you with preparing for performance evaluations, the following resources are available in by searching “pr2026”:

Performance Management Series for Managers 2026

• Performance Management: Creating Accountability and Setting Expectations (instructor-led)
• Performance Management: Giving Effective Feedback (instructor-led)
• Performance Management: Creating and Managing Performance Goals (instructor-led)
• Performance Management: Conducting the Performance Review (eLearning)
• NEW: Performance Management: Performance Reviews Overview for Managers 2026 (eLearning)

Performance Reviews for Employees 2026

• Creating SMART Performance Goals (eLearning)
• Writing Your Self-Review (eLearning)

*New for 2026*: Guidelines for Use of AI in Performance Reviews

Learn more at our “Using AI in Performance Reviews” Lunch & Learn. Register for upcoming sessions by searching the title in MyPath.

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