In this case based session, Eric Glenn, Director of Organizational Development at Virginia Tech University Libraries, and Sertrice Shipley, CEO and Founder of Plan to Action, share how they partnered to address deep mistrust within the Libraries. Through a mixed methods employee experience survey, qualitative listening sessions, and facilitated community circles, they surfaced patterns of pain, possibility, and hope and translated that insight into a layered culture strategy.

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Participants will explore how to turn feedback into momentum through early interventions, mid range structural improvements such as supervisor development, and long term culture infrastructure including shared governance redesign. The session also highlights the importance of selecting the right external consultant, grounded in trauma informed and evidence based practice, to rebuild credibility and avoid unintended harm during vulnerable moments.