Our Team

The C!A™ team is comprised of former government employees with decades of combined experience at all levels of government operations. C!A staff have a deep understanding of government processes and experience working with state and county agencies, their local offices, and the associated federal agencies.

Led by Ken Miller, Blake Shaw, and Leo Ribas, our award-winning change agents have big ideas that we use to fundamentally change your culture by changing minds and fixing systems. Our people are accomplished consultants and gifted speakers with an intense focus on relationships and results.

Ken Miller, Founder

Ken Miller is the founder of the Change & Innovation Agency, a firm dedicated to increasing government’s capacity to do more good. Ken has worked with amazing people in the most difficult environments to tackle the big issues facing government today.

Ken was the Deputy Director of the Missouri Department of Revenue, where he was part of a transformation effort that reduced the time to issue tax refunds by 80% (fastest in the nation) at less cost and cut wait times in motor vehicle offices by half. The agency received a State Quality Award – one of only a handful of government agencies in the country to receive such a distinction. Ken was then named Director of Performance Improvement for Missouri State Government, one of only two states to receive an A grade from GOVERNING for Managing for Results.

Ken, named one of the country’s top change agents by Fast Company magazine, is the author of three books: “Extreme Government Makeover: Increasing Our Capacity To Do More Good,” “We Don’t Make Widgets: Overcoming the Myths That Keep Government From Radically Improving,” and “The Change Agent’s Guide to Radical Improvement.” He has also written numerous articles and columns on how to improve the performance of government.

Ken Miller, Founder

Blake Shaw, Senior Partner

In early 2000, Blake Shaw found himself submerged in human services. From his position in the Missouri Governor’s office, Blake oversaw the improvement efforts of social services, mental health, and senior services. Watching demand continue to rise and budgets continually fall, Blake abandoned legislative and policy strategies for a more hands-on tactic.

By challenging the assumptions of the entire industry and reengaging customers, front-line staff, and advocacy groups, Blake has been able to find the most innovative solutions to our most pressing problems, and get results unequalled by new laws, new policies, and new technology.

In 2003, Blake left the public sector to become a senior partner with the Change & Innovation Agency, with the vision of transforming government service delivery across the country. Since then, he has taught thousands of public servants the key to real improvements through his interactive training workshops, team facilitation, and writings.

Blake Shaw, Senior Partner

Leo Ribas, Consulting Partner/Director of Consulting Services

Leo Ribas has a personal and professional passion for human services and an immense appreciation for the people of government and their commitment to ensure families gain access to basic needs and hope for a better tomorrow. He began his career with the Washington State Department of Social and Health Services (DSHS) as an eligibility worker and served in various direct service, policy, and leadership positions in the state.

As the Director for Community Services, Leo managed Washington State’s public assistance system (60 field offices, 3,000 staff) providing Medicaid and other safety net services to more than 1.5 million Washingtonians. Leo earned a reputation as a valued partner with the federal government, state legislature, and community stakeholders to set innovative direction for anti-poverty/hunger programs. Leo spearheaded the business process redesign (BPR) efforts to transform the delivery of programs while improving performance, placing customers’ needs at the center of the reforms, and removing unnecessary steps for staff. This effort accomplished new levels of productivity, performance, and cost savings in Washington State.

In 2010, Leo left the public sector to join the Change & Innovation Agency with the vision of using his passion and skills to transform government service delivery across the country. Since then, he has led, or is currently working on, BPR efforts in more than 30% of the states in the nation including Texas, Arizona, Nevada, Colorado, Hawaii, South Carolina, Kansas, Rhode Island, Vermont, Connecticut, and Alaska. The work in these states is transforming the delivery of human services by challenging industry assumptions and reengaging customers, front-line staff, and advocacy groups. Leo has been able to find the most innovative solutions to the most pressing problem facing government today: the need to increase capacity to manage workload growth and policy changes.

Leo Ribas, Consulting Partner

Bill Bott, Consulting Partner

Bill Bott started his career in public service volunteering at an Air Force Youth Center, but quickly found himself submersed in the world of government improvement initiatives. A survivor of TQM, Zero Defects, and Six Sigma, Bill has dedicated his professional life to helping make elements of these square pegs fit into the round holes that make up the work we do.

In 1999, he left the federal government and went to work for the State of Missouri, and in his time there worked with some amazing people who saved the state more than half a billion dollars in real costs in less than 10 years. Best known for his work consolidating the IT functions and staff in the state, he was recognized as a GOVERNING Public Official of the Year in 2007, and one of Government Technology’s 2008 Doers, Dreamers, and Drivers. He also received accolades from the American Business Awards for his innovative approach to IT management, and was chosen to represent the United States as a young leader by the American Council on Germany.

Bill joined the Change & Innovation Agency in 2009 and now works with public servants across the country. A regular speaker on IT consolidation and project management, his message of true process improvement before automation is a frequent theme in his writings and in his workshops.

Bill Bott

Carl Medley, Technical Support

Carl Medley has 18+ years of experience in delivering customer-focused service and solutions. He has been involved in business process redesign (BPR)/process management implementation in the states of Texas, Alaska, Arizona, Hawaii, Vermont, Kansas, Illinois, and Connecticut, playing the roles of trainer, facilitator, and consultant. Carl has nearly two decades of experience in information systems, including design, development, integration, operations, maintenance, and data analysis, which uniquely positions him to oversee the systems designed to successfully sustain process management.

Carl Medley

Rochelle Brazier, Consulting Partner

Rochelle Brazier possesses extensive expertise in human services, particularly in the areas of public assistance, child welfare, and juvenile justice. During her time in state government, Rochelle was considered one of the most effective managers and change agents at the New Mexico Department of Human Services. During the early design and implementation phase of New Mexico’s business process redesign (BPR) effort, Rochelle piloted groundbreaking strategies that have served as the model for many other states in their efforts to radically improve the delivery of public assistance services. Despite a long-term hiring freeze, a 20% vacancy rate, lack of technology, and crushing caseload increases, Rochelle’s team implemented same-day service, increased the percentage of families receiving benefits at initial interaction with the department (from 50 to 70%), and improved the SNAP payment accuracy rate. Rochelle serves as a resource to managers in many states in the area of process improvement and change management. She is a member or leader of the teams that helped Arizona, Hawaii, Kansas, Vermont, Rhode Island, Fairfax County, Connecticut, Nevada, Alaska, Colorado, New Mexico, South Carolina, Texas, and the District of Columbia redesign their public assistance systems.

Rochelle Brazier

Bill McCracken, Consulting Partner

Bill McCracken joined the Change & Innovation Agency with 18 years of experience in human services. Bill’s career started with the Washington State Department of Social and Health Services (DSHS), where he served in a variety of positions, including eligibility worker, social worker, tribal liaison, supervisor, service delivery redesign project manager, and office administrator. As a Community Service Office Administrator, Bill managed one of the largest offices in the state, administering SNAP, TANF, Employment and Training Services, childcare, state-funded cash programs, drug and alcohol treatment, and Medicaid. Bill led his office through the business process redesign (BPR) process at a time when demand for services was at an all-time high and staff resources were at an all-time low. The redesign effort resulted in significant improvements in how services were delivered. Since joining the Change & Innovation Agency, Bill has had the pleasure of working with Arizona, Kansas, Hawaii, Vermont, Connecticut, Fairfax County, Virginia, and Illinois to help implement process improvement strategies that have greatly improved service delivery to customers in need.

Bill McCracken

Brian Donohoe, Consulting Partner

Brian Donohoe brought more than 20 years of business process experience to the Change & Innovation Agency when he joined the team in 2009. Since that time, Brian has facilitated business process redesign (BPR) initiatives in eight states and the District of Columbia. He is the former Program Manager for Alaska’s Public Assistance Quality Assessment Group, and was the state’s Change Management Lead for its first integrated Enterprise Resource Planning (ERP) System. Brian re-engineered Alaska’s SNAP Quality Control culture, leading the state to achieve high performance bonuses three years in a row. Brian is truly passionate about organizational excellence, and excels in handling field management challenges with communication, soft-skills training, and leadership development.

Brian Donohoe

Veronica Bossack, Consulting Partner

Veronica Bossack has had the unique experience and perspective of holding every position in the human services field – from clerk typist to director. She spent more than 34 years with the Arizona Department of Economic Security, Division of Benefits and Medical Eligibility, where she oversaw the state’s public benefits and medical eligibility systems. Veronica then took on the challenge of directing the state’s beleaguered child welfare program. Veronica was recognized in 2010 by Arizona Children’s Action Alliance as a “Champion for Children in Arizona.” In 2013, she was recognized by the United States Department of Agriculture for her leadership, expertise, and innovative ideas that helped improve the Food and Nutrition Service outside of Arizona. With the Change & Innovation Agency, Veronica has led process improvement projects from Alaska to Texas to Washington, D.C., and everywhere in between.

Veronica Bossack

Brian Elms, Innovation Practice Lead

Brian Elms is the author of Peak Performance and is the former the Director of Peak Academy and Analytics for the City and County of Denver. He specializes in process improvement and has more than 15 years of experience providing political, policy, and program management expertise to government agencies, elected officials, trade associations, and nonprofit organizations. Brian started his career in public service after graduating from Regis University and joining the National School and Community Corps (AmeriCorps) as a team leader. He also worked for the Rendell Administration in Pennsylvania as the Policy Director for the Department of Aging. After working in Washington, D.C., for AARP as a Legislative Specialist for health and long term care, Brian moved back to his hometown and served as the Assistant Director of Government Affairs at Denver International Airport.

Brian is a Lean Black Belt, a certified Six Sigma Green Belt, and a Change Management Professional. In his prior role as Director of the Peak Academy, he developed curriculum, training, and consulting services that focus on employee-led performance management and continuous improvement. Since its inception in 2012, Peak Academy initiatives have saved the City and County of Denver more than $25 million and the Academy has provided training to more than 5,500 public and nonprofit professionals.

Brian joined the Change & Innovation Agency to focus on creating employee-driven innovation programs around the country. He is currently working with multiple cities to launch programs and establish meaningful innovation programs that improve the lives of employees and their clients.

Brian Elms

Jacky Beshar, Change Agent

Jacky Beshar has served in Rhode Island as a special assistant for Lean Project Development to the state Treasurer and as an assistant for Governor Gina Raimondo. In these positions, she worked primarily with the Rhode Island Department of Human Services, helping the agency refine its processes to provide more efficient services to the residents of the state. Since joining the Change & Innovation Agency in 2016, Jacky has led process improvement initiatives with the Washington, D.C., Department of Human Services.

Jacky Beshar

Leona Hodges, Change Agent

Leona Hodges began her career at the Arizona Department of Economic Security in 1993 where she worked as the Chief of Internal Audit within the Division of Employee Services and Support, Assistant Director for the Division of Employee Services and Support, Assistant Director for the Division of Child Support Services, and, most recently, Assistant Director with the Division of Benefits and Medical Eligibility. Leona was responsible for many programs that assist families and individuals in need including SNAP, TANF, medical, Tuberculosis Control, and the Disability Determination Services Administration. Collectively, these programs serve more than 1.5 million Arizona individuals and families in need. With the Change & Innovation Agency, Leona works with managers, supervisors, and directors across the State of Texas to help streamline their service delivery.

Leona Hodges

Reginald Wright, Consulting Partner

Reginald Wright began working for the Washington State Department of Social and Health Services (DSHS) in 2001. For 14 years, he served in a variety of positions including financial service specialist, program manager, lead worker, and administrator. As the EBT/EFT and Contracts Administrator for the DSHS Community Service Division (CSD), his responsibilities were to apply the principles of state budgeting and accounting practices to managing, monitoring, and providing oversight for the annual $75 million contract for the EBT program and the more than $204 million CSD personal and client service contracts. He also had direct oversight of cash benefits totaling more than $5.5 million per month for direct deposit clients. In 2013, Reginald joined the Change & Innovation Agency to apply his expertise across the country.

Reginald Wright

Suzi Stott, Consulting Partner

Suzi Stott began her career in human services in remote Western Alaska as an eligibility worker more than 25 years ago. During her career, she worked her way up through the Department of Health and Social Services serving as an agent for change in a variety of positions through every level of management. Suzi has a passion for helping families in need of services, and for the hard-working staff who serve them. As a Regional Manager and later as the Chief of Field Services for Alaska’s Division of Public Assistance, Suzi was part of the Division’s leadership team that led the charge to improve Alaska’s service delivery model that resulted in both timeliness and accuracy performance bonuses for the state.

As a full-time Consulting Partner with the Change & Innovation Agency, she has expanded her impact through business process redesign (BPR) assessment, planning, and implementation activities in six additional states, and has conducted management academies across the country to share her passion with hundreds of government leaders.

Suzi Stott

Art Barker, Consulting Partner

Art Barker has spent the past 17 years refining and honing his skills as an instructional designer and trainer. During his time as the Program Integrity Manager with Weld County, Colorado, he was given the opportunity to redesign the entire training curriculum for their SNAP, Medicaid, and TANF programs. He was instrumental in the implementation of the business process redesign (BPR) effort for Colorado as well as the integration of eligibility technician training in alignment with the BPR model. Art joined the Change & Innovation Agency in 2016, and has developed and delivered trainings in support of the BPR model in Texas, Washington, D.C., and New Mexico.

Art Barker

Clint Brooks, Consulting Partner

Clint Brooks has a deep passion for helping people overcome obstacles on the path to reaching their true potential. Growing up in a home that fostered more than 300 children, Clint understands the impacts of a broken system. With that knowledge, Clint began his career in human services working in the trenches with government staff from clerks to upper management as an agent for change. Prior to joining the Change & Innovation Agency, Clint was the manager of Community Education & Outreach in Colorado for the Department of Human and Social Services. There, Clint was responsible for networking with local community partners to ensure a holistic approach to social services, and worked with a team that streamlined business practices and service delivery to better adapt to customer needs.

Since joining the Change & Innovation Agency, Clint has worked on business process redesign projects in Alaska, Colorado, Hawaii, Nevada, Texas, South Carolina, and Washington, D.C. While working with these states, Clint has been able to partner with staff from all levels of government to find practical solutions to real problems and help agencies increase their capacity to do more good.

Clint Brooks

Jennifer Ellerman, Consulting Partner

Jenni Ellerman has a personal and professional passion for helping people. She has extensive expertise in human services, particularly in the areas of public assistance, including Medicaid, SNAP, TANF, and Employment and Training. She has served as an Administrative Specialist, Eligibility Worker, Staff Development Specialist, Management Evaluation Reviewer, and Business Process Management Manager for the State of Kansas. As a Management Evaluation Reviewer, she led the team that helped redesign the Kanas public assistance service delivery model. As the Business Process Management Manager, she managed the day-to-day process for the entire state and served on the design team for the Kansas Eligibility Enforcement System, documenting the business processes to ensure the state could maximize their technology investment by designing their IT solution around the successful service delivery model. One of many successes of the new service delivery model led Kansas to achieve the 2014 SNAP High Performance bonus for “Most Improved Payment Accuracy.” Since joining C!A in 2015, Jenni has worked with South Carolina, Hawaii, New Mexico, Alaska, the District of Columbia, Texas, and Kansas to help implement process improvement strategies and conduct ongoing maintenance activities that have greatly improved service delivery to customers in need.

Jennifer Ellerman

Patrick Toole

Patrick Toole spent much of his career in the private sector. Patrick was part of a medical device team that served the State of Florida supporting hospitals, general surgeons, oncologists, nephrologists, and nursing staff. He was part of a team at AOL/TWC where he traveled the world to AOL’s call centers and offices helping people connect to the Internet for the first time. Later, Patrick was part of a small, innovative team that started Bridgevine Inc., an advertising technology company focused on digital customer acquisition that optimizes SEO, SEM, Mobile, Social, and Display marketing. Patrick founded Philanthropy360.com, a company that invests online/web marketing industry knowledge, money, and energy into nonprofits. It is his love of serving others that led Patrick to the Change & Innovation Agency, where he helps state and local government human services agencies streamline their call center and technology services.

Patrick Toole

Karl Allison, Change Agent

Karl Allison had a 22-year tenure at the Washington State Department of Social and Health Services (DSHS), where he worked in positions ranging from clerical staff at a call center to eligibility worker, supervisor, and Deputy Administrator. As Deputy Administrator, Karl served as interim Regional Administrator in Western Washington and later in Eastern Washington (overseeing three offices and 60 staff members). He was also responsible for facilitating the implementation of the business process redesign (BPR) project throughout the rural and urban offices in the region. Karl has experience providing eligibility determinations and direct client services for programs including TANF, General Assistance, SNAP, Medicaid, childcare, and WorkFirst (Washington State’s welfare-to-work program). Since joining the Change & Innovation Agency, Karl has worked with the states of Washington, Rhode Island, Connecticut, Colorado, South Carolina, and Texas to help implement process improvements within social service organizations.

Karl Allison

Gregg Broyles, Change Agent

Gregg Broyles spent 30 years of his career dedicated to improving operations in the State of Washington. This included 15 years with the Division of Child Support where he held the positions of Support Enforcement Officer, Program Administrator, and Regional Administrator. Gregg then transitioned to the state’s SNAP/TANF agency where he was the Interim Chief of Field Operations and oversaw the statewide business process redesign initiative and change management operations. Gregg resides east of the Cascade Mountains in Yakima, Washington, where he enjoys hiking, running, and directing running events.

Gregg Broyles

Nicole Shields, Change Agent

Nicole Shields spent her career in social services administration in Fairfax County, Virginia. She has held positions as benefit program specialist, quality assurance specialist, staff development and training coordinator, and operations manager. In her role as operations manager, the Benefit Program Division implemented a new service delivery model. Nicole now serves as a Change Agent with the Change & Innovation Agency, and has worked with the states of Texas and North Carolina, and the District of Columbia, on the assessment of current operations and redesign of their business practices.

Nicole Shields

Liz Steele, Change Agent

Liz Steele spent 35 years of her career managing multiple public service programs for the State of Arizona. She has assisted Arizona families in need of food, financial assistance, Medicaid, and child support, and has helped individuals develop and improve employability with job search, referral, and placement assistance. Most recently, Liz served as Program Administrator for Field Operations at the Arizona Department of Economic Security, overseeing 2,300 staff statewide in 60 local offices and 22 hospitals who determine eligibility for SNAP, TANF, and Medicaid programs. At the Change & Innovation Agency, Liz has been instrumental in co-managing regional operations for the State of Texas Health and Human Services Commission.

Liz Steele

Rebecca Trevino, Change Agent

Rebecca Trevino has worked at one of the largest health and human services centers in the State of Texas, where her areas of expertise ranged from the front counter of a busy lobby to the review of cases within various eligibility programs. Given her experience, Rebecca was selected to participate in the Texas Health and Human Services Commission’s business process redesign (BPR) project where she collaborated with her peers to implement processes and principles that continue to thrive years later. Since joining the Change & Innovation Agency, Rebecca has continued to serve communities across the country by helping agencies refine their processes to allow residents to gain access to much needed social services faster.

Rebecca Trevino

Lorrie Walker, Change Agent

Lorrie Walker joined the Change & Innovation Agency with 30 years of experience in human services. She began her career with the Washington State Department of Social and Health Services (DSHS) and served as an eligibility worker, as well as in leadership, project management, and consultant positions. During her time with Washington State, Lorrie was the team lead for the business process redesign (BPR) project that drastically changed how business was conducted. Since joining C!A, Lorrie has worked with 14 state social service agencies to help implement process improvements strategies. Her focus is on providing service and benefits to customers in a more efficient and effective way while ensuring greater accuracy and timeliness.

Lorrie Walker

Rebecca Henrie, Consulting Partner

Rebecca Henrie has 15 years of experience in state government, including 13 in management and nine assisting with BPR efforts. She is a skilled project and change management lead, and has substantial experience in process analysis and performance management. As a SNAP policy analyst and Deputy Director for Community Services in Washington State, Rebecca was responsible for developing and deploying service delivery changes to help bring consistency to Washington State operating procedures. Today, Rebecca works with the Change & Innovation Agency as a Consulting Partner, helping the State of North Carolina redesign its service delivery processes.

Rebecca Henrie

Joe Berra, Change Agent

Joe Berra has a long history of partnering with multiple levels of government to enhance service delivery and improve overall performance. As an information technology specialist, Joe was instrumental in introducing new software and hardware solutions across government agencies. With a heart for public safety, he has worked with all levels of law enforcement and correctional officers to increase interoperability, reduce costs, and enhance officer safety. In 2015, Joe changed his focus from technology to fixing the problems of government before automation. His goal is to help agencies maximize their technology investment by first streamlining their processes and fully understanding if and how a new IT solution may benefit them.

Joe Berra

Lisa Kim, Change Agent

Lisa Kim began her career in social services as an eligibility worker in Santa Barbara County, California – working Medicaid, SNAP, and AFDC (the TANF precursor) – and later as a social worker. From Santa Barbara County, she relocated to San Francisco to accept a federal position with the U.S. Department of Agriculture – Food and Nutrition Service, overseeing SNAP operations in twelve western states and Pacific territories. Lisa retired from FNS in March 2015 after 26 years of service to join the Change & Innovation Agency.

Lisa Kim

Arturo Serrano, Change Agent

Arturo Serrano is passionate about helping individuals receive the services they require in the most efficient manner possible. While working with the Department of Human Services in El Paso County, Colorado, Arturo led a business process redesign (BPR) change effort that helped bring same-day services to the area’s neediest residents. Since joining the Change & Innovation Agency, he has harnessed his talents to provide support to states across the country as they work toward their own service delivery improvements that provide enhanced levels of service for clients and better work environments for staff.

Arturo Serrano

Dennis Davis, Change Agent

Dennis Davis has more than 25 years of strategic leadership experience in state government, business, nonprofit, and academic settings. He enjoys a history of significant success as a key change agent in several leadership positions. Dennis’ work in implementing business process redesign (BPR)/process management principles includes assignments in New Mexico, Texas, South Carolina, Washington, D.C., and Colorado. Dennis’ skill and ability allow him to impart his knowledge and instill contagious optimism in change-reluctant individuals.

Dennis Davis

Brad Clarke, PathOS

Brad Clarke has led multiple ground-up programming efforts along with several systems integration projects, including direct integration of a phone system to a company’s custom developed CRM. Brad has process and project management experience, along with a deep appreciation for the power of data to help aid in decision making. Brad has been able to utilize his business and technical skills in the development and launch of eight different startup businesses in a range of sectors.

Brad Clarke

Doug Goodwin, PathOS

Doug Goodwin is a seasoned information technology leader specializing in commercial software development and is a founder of the technology firm Accelerated Development. In his three decades of IT experience, he has delivered the technology and leadership that has advanced highly successful commercial software companies across the healthcare and government sectors. He combines innovation with proven, quality forward development patterns and practices to create a technological foundation from which lean, agile software development teams can produce products with exceptional growth, profitability, and longevity. Knowledgeable in a diverse number of programming languages, hardware platforms, data storage technologies, and software delivery models, Brad presently is focused on software as a service (SAAS) application delivery using Microsoft technologies and the Azure cloud platform.

Doug Goodwin

Matt Goodwin, PathOS

Matt Goodwin has more than 20 years of experience in the software industry and is well versed in all facets of the software development lifecycle, which enables him to wear the many hats required of him. Prior to joining the PathOS team, Matt served as the Director of Software Architecture and Development at CACTUS Software where he led a 30-member product development department.

Matt Goodwin

Alisa Henson, PathOS

Alisa Henson is a problem solver who is passionate about applications development. In her 20-plus years of IT experience, she has worked as a developer, manager, and director. She enjoys creating IT strategy and building high functioning Agile teams. Alisa has worked in development her entire career, which has given her the opportunity to work with application development, system administration, business intelligence, integration, ETL, data warehousing, EDI, strategic planning, change management, vendor selection, and contract negotiations. In her role as Director of Systems Development at Sonic Drive In, she was instrumental in converting their waterfall development process to Agile. Further, she helped implement business intelligence analytics to help operating partners and corporate franchise managers improve drive in operations, and converted several low functioning teams to be highly productive

Alisa Henson

Ella Kennedy, PathOS

Ella Kennedy has more than 20 years of experience in information systems, resource management, project/product management, release management, software development, and data analysis. Her experience allows her to perform a wide range of tasks, from participating in design and development of PathOS modules to performing a comprehensive data analysis and data monitoring to identify deficiencies and process improvements.

Ella Kennedy

Evelyn Stice, PathOS

Evelyn Stice has 15 years of experience in software quality assurance and requirements analysis. Her deep experience with all aspects of QA, with a focus on web-based projects, small remote teams, and multiple testing methodologies makes her ideal to drive the Change & Innovation Agency’s test efforts.

Evelyn Stice