EBONY COMBS

HEART CHAMPION: EBONY COMBS, SECRETARY EUCLID PARK

NOMINATED BY: KELLIE BINCZYK, NURSE

Mrs. Combs is consistently helpful to staff and family members. She has displayed her knowledge of issues relating to attendance, sick leave and other District policy and procedures. On a particular occasion, Mrs. Combs was observed having a telephone conversation with someone inquiring about a scholar and their grades. Despite the apparent caller's insistence, Mrs. Combs remained calm, and politely apologized for a situation that apparently upset the caller before explaining that she was only allowed to share student information with a parent or legal guardian. She acknowledged the caller's frustration but kept her professional demeanor as she explained the District's privacy policy and why they were in place. She then suggested that the caller speak to the family in question, directly. Her actions were successful in de-escalating what could have been a volatile exchange. In so doing, she actively listened, clearly communicated expectations with the caller and added a "Thank You11 for calling at the end of the conversation.