Scott McConnell and Debbie Heinsch – Employees of the Third Quarter 2006

Debbie and Scott are being recognized for their exceptional team effort, customer service and leadership in providing administrative support to the Board of Nursing and the Division of Professional Regulation.

Debbie and Scott function as a unit to deliver services to the division’s largest licensee population of over 15,000 nurses. Annually, they handle an average of over 1,400 walk-in customers, receive and process approximately 2,000 applications in addition to the high volume of phone calls and emails that licensees, employers, schools of nursing and others send to the office. They were the first administrative specialists to manage an online renewal and did so with patience and encouragement.

They work effectively as a team with the goal of delivering superior customer service whether both are in the office or in the absence of one. By supporting each other and picking up extra operations within the office, both Debbie and Scott seek out opportunities to participate in division and department activities. For the last three years, Debbie served as division Captain for the SECC campaign and each year it became increasingly successful. She went to great lengths to introduce new and innovative fund raising ideas. Her efforts and dedication during the most recent 2006 campaign resulted in DPR employees reaching an unprecedented goal of over $6,000. Her hard work in coordinating the 2006 campaign and participating in all the scheduled events allowed the division to exceed last year’s goal by more than $1,000. Many needy Delawareans will benefit from the contributions raised by division employees.

For several years, Scott served on the division’s recognition committee and is currently the division’s representative to the department’s recognition committee. Numerous times, Scott and Debbie have represented the board, division and the state at national information technology summits for the purpose of improving the exchange of nursing licensure information among states. Both are participants in the state’s supervisory development program and are pursing additional degrees.