Direct Effect Solutions (DES) performed a thorough review and discussion of the satisfaction report and observations from the leadership team.  DES conducted focus group discussions with the staff and observed existing meetings and work activities.  DES interviewed key staff in addition to leaders on a one-on-one basis.  These discovery activities showed a lack of consistent leadership direction and accountability from the senior leadership team.  Employees felt like some peers had special privileges while others did not, and many were disgruntled as a result.  It was also determined there had been a limited amount of leadership development and soft skills training provided to employees throughout the facility.  To address this gap, DES conducted leadership development training and established common practices for performance management and performance expectations, as well as facilitated soft-skills training throughout the organization to establish common language and performance expectations.