Building A Communication Bridge

Rapid change and growth have become ingrained in the DNA of AMN Language Services, and at the forefront of this transformation stands Susan Magdalinos, a visionary leader. In 2022, she spearheaded a groundbreaking year for the Talent Acquisition team, achieving an impressive 57% year-over-year increase. This remarkable growth can be attributed to streamlined processes and a collective commitment to crafting a truly impactful onboarding experience for every new hire. The team's outstanding achievements were recently recognized with the prestigious 2023 American Business Award Bronze Award for Talent Acquisition Team of the Year, further cementing their reputation as industry leaders. Additionally, Susan's exceptional leadership earned her the esteemed AMN President's Award in both 2021 and 2022, honoring remarkable contributions to the organization.

Among her numerous accomplishments, Susan's unwavering dedication to fostering Diversity, Equity, and Inclusion (DEI) stands out. To further solidify her expertise, Susan earned her Certified Diversity Professional (CDP) certification, and she consistently integrates these principles into her day-to-day responsibilities. In fact, last November, the entire Talent Acquisition team participated in a comprehensive DEI training program, which fostered awareness of behaviors and practices that cultivate a more diverse, equitable, and inclusive environment. Susan underscores the importance of prioritizing equality and inclusion in our recruitment efforts, particularly in light of the diverse population we serve.

With our team supporting individuals fluent in 40 different languages, it is crucial that we approach our work with compassion, considering the unique cultures, religions, and environmental circumstances from which our interpreters originate. Their stories, journeys, and commitment to bridging communication gaps within their communities resonate deeply with us all.

"As a leader, I emphasize to those around me that every position within our organization is indispensable to our success. No role holds greater importance than another; we are all equal, each carrying distinct responsibilities. It is essential that every team member takes pride in their contributions, as every task yields an impact," says Susan. Recognizing the challenges inherent in charting a career path, she acknowledges that clear trajectories and readily available positions are not always readily attainable in the business world. Instead, our focus lies in honing the skills of our team members, empowering them to become stronger in their respective roles, and providing guidance on the steps necessary to achieve their career goals. Susan firmly believes that career advancement is earned, not simply a measure of time spent in a position. It demands a commitment to self-investment and growth.

Susan's leadership confronts ongoing challenges within the recruitment team, particularly when working with interpreters who hail from regions scarred by warfare, violence, genocide, and humanitarian crises. The recent influx of refugees from Afghanistan, Ukraine, Haiti, and Rwanda has put our recruiting skills to the test, necessitating a shift in our mindset toward hiring individuals and, in some cases, assisting them in starting anew in foreign lands. Our conversations with candidates often stretch our emotional capacity, reminding us that our job extends beyond hiring; it encompasses support and empathy.

With the surge in refugee populations, we found it imperative to establish new service lines and teams dedicated to aiding individuals from Rwanda and Afghanistan. In an impressive feat of agility, our company successfully developed two fully functional interpreting teams for Dari and Kinyarwanda in under twelve months. These teams now operate at service levels approaching 100%, providing critical support to numerous refugees and communities in need. Additionally, we expanded the working hours of our Haitian Creole team, necessitating the rapid recruitment of candidates capable of thriving in a 24x7 work environment.

Susan's commitment to expanding the reach of AMN Language Services extends beyond conventional boundaries. Recognizing the importance of fostering inclusivity and embracing individuals with unique abilities, Susan seized a remarkable opportunity to actively engage with a diverse candidate pool, specifically targeting those who are blind or have low vision. While our organization has long championed accessibility, Susan's proactive approach this year has propelled AMN Language Services to become an employer of choice for candidates who may face limited opportunities elsewhere.

A key milestone in this journey occurred last July when Susan, accompanied by our Talent Acquisition Supervisor, Kristen Burk, attended the National Federation for the Blind (NFB) convention. Their presence at the convention went beyond mere attendance; they dedicated their time to actively recruit potential candidates, participate in insightful seminars, and forge connections with schools and organizations that provide support to the visually impaired community. The knowledge and insights they gained from this experience have proven invaluable in breaking down barriers for our recruiting team and further enhancing inclusivity within our organization.

As a testament to our ongoing commitment, we are eagerly looking forward to attending the NFB convention once again this July. This invaluable platform allows us to deepen our engagement with the visually impaired community, broaden our understanding of their unique talents and perspectives, and foster an environment that celebrates the diverse abilities and contributions of all individuals.

Furthermore, Susan holds the distinction of being a founding member of AMN Healthcare's newest Employee Resource Group, Loving Our Bodies' Existence (L.O.B.E.), launched in October. L.O.B.E. serves as a catalyst for fostering appreciation, respect, and acceptance of our bodies, including those with disabilities, for the functions they perform and the activities they enable. Its mission revolves around cultivating a healthy body image, nurturing a more compassionate relationship with our physical selves, and embracing the belief that one should never feel compelled to change in order to fit societal norms, regardless of disability status. By promoting dialogue, raising awareness, and supporting all employees, including those with disabilities, L.O.B.E. aims to foster a workplace environment that celebrates each individual's unique attributes and challenges biases, body shaming, and ableism. Susan's resolute commitment is clear as she states, "Together, we can make a resounding impact by eradicating stigma and creating a culture of inclusivity that embraces and empowers individuals of all abilities."