Name: Zuzana Madrigal 

Program: 45 – Tri Cities  

Job  Title: Program Manager 

Can you explain your job title a little bit more in depth, meaning what does a Program Manager do?
This is the beginning of my third week as Program Manager. I make sure that the program is moving smoothly, and items are going well. I make sure that my staff and I are on the same page, along with Foster Parents and the kiddos. If anything pops up, I am there to help get it sorted and arranged.   

What does a typical day look like for you?  

There is a typical day?! I do my best to utilize my planner and plan the days out, but it rarely goes as planned. You never know what is going to happen. I have my main priorities that I will get done, but sometimes placements pop up where people have gotten disrupted or someone needs emergency respite, or even staff cars break down. It is rarely a typical day around here.   

Out of everything you did yesterday, what was normal or typical? 

Completing my program’s payroll was the only normal or typical item. School schedules would normally be typical right now, but we do not know what is happening with schools because they are not able to give a set schedule to us as of right now.  

What was uncommon about your day yesterday? 

Just all the random things that pop up, such as school schedules not being completed, and the schools not being able to confirm an end time for day. That makes it challenging for everyone involved. I am also moving offices around right now, so I was organizing toys and books and other little items here and there.  

What kind of clients and customer relationships do you have?  

For clients, I feel like kids are our clients since they are referred to us, and we are providing services to them. The customers would be the foster parents because they are joining us. We are here to provide them with support as well and make sure that they receive a good customer experience.  

How do you make sure that you are showing a deep profound respect towards the clients and customers that you do work with? 

Actively listening to what they have to say and where their needs are at the moment. Sometimes the documentation surrounding each individual is worded weirdly for the kids, or for adults, and they do not necessarily know what it means. You have to figure it out and help provide clarity to the issues at hand.  

If I could talk to any of your clients and/or customers, what would they say are the ways that you respect them and show the SA Values? 

I think it is listening and having open communication. There are some foster parents that I communicate with at least two times a day. I always want to make sure that we are on the same page with what is going on so that it is clear to everyone involved.