Jackie Jones was already working in a demanding environment — an all-men’s corrections facility — when the COVID pandemic hit.  

“That’s when things got really tough,” she says. The situation was becoming unsafe, so Jackie made the decision to seek other employment, and came to Marymount Hospital, where she is now Supervisor, Environmental Services (EVS).  

When Jackie started at Marymount, the overall pandemic threat was still high, but Cleveland Clinic and Marymount helped ease the pressure. “Cleveland Clinic embraced all of us who were coming in during that time,” she says. “They made sure we were OK, made sure we followed the proper guidelines for staying safe. They really eased the transition to a new job for us.” 

Climbing the ladder 

Jackie has been at Marymount for three years. She began as a second shift cleaner, but she was determined to move up the ranks. When her manager, David Owens, found himself spending too much time dealing with invoices, vendors and other administrative details, Jackie saw her opportunity.  

“He needed an assistant,” she says. “So, I asked him what the assistant role consisted of, and he showed me.” Caregivers at Euclid and Hillcrest Hospitals helped Jackie learn the duties of the job, and she became the administrative lead for Marymount EVS.  

“Then the supervisor position became available, and I interviewed for it. I’ve been in that role since May.” Jackie is grateful to David Owens for giving her a chance. “How I got to where I am today is because of him,” she says.

For his part, David Owens is a big Jackie fan. “I can personally attest to her career path and the advantages she has availed herself of as a phenomenal leader and caregiver,” he says. 

Communication is key 

Jackie has nothing but praise for the EVS caregivers at Marymount. “I have a wonderful team, a wonderful group of people here. We have some caregivers who have been here for three years or more, and then we have some newcomers. Part of my job is keeping everyone on the same page.” 

As a leader, Jackie believes in the power of communication with her team. “You have to stay consistent with your communications, because you may tell one person one thing and they may go back and say something to somebody else, and before you know it is everybody’s doing something totally different. 

“So, we keep our morning huddle meeting, so we can keep everyone updated on everything that’s going on throughout the hospital. If any changes come through, we address them immediately.” 

Getting caregivers acclimated 

To help give potential caregivers a sense of what the duties in EVS entail, Jackie and her team give them a tour of the hospital and the floors that EVS services, including the intensive care units, the Emergency Department and the operating rooms. 

“We let them know what we do all day, every day,” she says. “We also have them shadow us for a couple of hours. If it’s something that they’re interested in after shadowing, then we proceed with hiring.” 

Once the new EVS caregivers are on board, the direction doesn’t stop there. They receive training for their first two weeks, and then work with another caregiver on the unit for another week until they are comfortable working on their own. “We always tell them to ask if they feel like they need extra help or support,” Jackie says. “We don’t want them to think they have to go out and do it all on their own.” 

Above and beyond  

Caregivers at Cleveland Clinic carry the organizational values beyond the working hours. They are natural caregivers, showing compassion for others, on and off the clock. Earlier this year, Jackie helped a young woman and her baby who seemed to be hiding out in the hospital. 

“I saw them sitting on the floor and reached out to them,” Jackie says. She learned that the woman was fleeing an abusive situation, and so Jackie decided to step in. “We helped them get some assistance and some housing.” 

And in helping the woman and her child, Jackie and her team demonstrated empathy, a key Cleveland Clinic value.