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When asked to describe what it is like working at BWH, Earl Strong spoke like a coach in the lockerroom at half time.
“Everyone does their part. We all contribute to the success of the hospital, because working together we can achieve more,” he said. Where does this spirit of camaraderie and selflessness come from? It could stem from Earl’s days as a local football all-star, who later went on to play for the Boston College Eagles. But as Strong asserted, it is simply the manner in which he approaches life and work. He is a true team player. And with this outlook it comes as no surprise that Strong is this month’s Service Hero.
As BWH’s new neighborhood patrol coordinator in the Security & Parking Department, Strong finds himself on a new type of gridiron. In this position, he has been challenged to coordinate and handle the needs of a major medical center, busy city streets, and address the needs and concerns of local residents. Now, his field is the sidewalks and streets surrounding BWH. Instead of wearing a player’s jersey, Strong walks the sidelines of BWH serving as a coach for the hospital and its community.
“Earl is our sidewalk and neighborhood patrol. He handles day to day issues between the hospital and members of the community, ensuring that BWH does everything it can to maintain the quality of life for all of our neighbors,” said Bob Donoghue, operations manager, Security & Parking Department, and Strong’s supervisor. Strong takes a very simple approach to this position. When coordinating with various groups in the BWH community, he treats each individual, as he himself would like to be treated.
Prior to his new position, Strong worked with Valet Park of New England. He oversaw an operation that parked 800 cars a day. But it wasn’t the make and model of the cars Strong remembered - he recalled the names of the people he met. Many of his customers, who he always greeted with a cheery voice and warm smile, became his friends. “I understood that the valet return area is the last place a patient and their family visits when leaving the hospital,” said Strong. “We had a tremendous impact on a individual’s experience at BWH. I always wanted to do my part to make sure that the visit was a positive one.”
While Strong has changed roles at BWH, the values of teamwork and customer service have remained constant. “We received many letters from customers complimenting Earl for being helpful, kind and understanding,” said Karlis Skulte, director, Security & Parking Department. “He is a great individual who has a special talent for customer service.”