Take the “Ask Why” Challenge: Understanding Starts With Curiosity
Get to Know Nate Robinson: Bringing Curiosity, Compassion, and Authenticity to APS
FEATURES | >>
4|Data Update
A new APS FAQs hub is now live, giving staff quick, self‑serve answers to the most common SharePoint and helpdesk issues before a ticket is ever needed.
7|The Ask Why Challenge
A single misunderstanding spiraled into a year of hurt until one honest question revealed the truth and showed how curiosity can heal workplace relationships.
11|Getting to Know One
Another: Nate Robinson
Nate Robinson’s blend of humor, empathy, and lived experience shows how authenticity strengthens APS and builds a culture where everyone feels valued.
DEPARTMENTS | >>
2| Director’s Welcome
As Washington heats up, APS staff face a season of longer days, rising hazards, and the critical need to stay vigilant while protecting vulnerable adults.
3| Deputy Director’s Welcome
Reflecting on Service, Community, and Responsibility.
5| Employee Spotlight
Sharing staff achievements and excellence across Washington.
8| Regional Success Stories
Learn how APS is helping people find human services to shape their own lives.
9| Updates & Information
Discover the latest updates and changes at APS.
Mount Spokane Spokane County
SStaying Safe in the Field
During Washington’s Summer Season
ummer in Washington brings longer days, warmer weather, and increased opportunities to connect with clients in their homes and communities. It also brings unique field safety challenges for our staff. Wildfire activity, smoky air conditions, extreme heat, and unpredictable environments can quickly create unsafe situations. As APS professionals, we are committed to serving adults with dignity and respect, and we must also prioritize our own health and safety while doing this work.
Every APS employee should remain aware of changing environmental conditions before and during field visits. Wildfires and smoke can affect visibility, air quality, road access, and evacuation routes with little warning. Before traveling, staff should monitor local wildfire conditions, check air quality alerts, and review road closures or emergency notices in the areas they plan to visit. Conditions can change rapidly, particularly in eastern and central Washington during peak fire season.
Several trusted tools and resources can help APS staff stay informed while in the field.
• The Washington Smoke Blog provides current wildfire smoke conditions and forecasts across the state.
• The AirNow app and website offer real time air quality information and health recommendations.
• For severe weather and emergency notifications, the Washington Emergency Management Division and local county alert systems are valuable resources.
Smoke exposure is an important health concern, even for healthy adults. Prolonged exposure to poor air quality can cause headaches, coughing, breathing difficulties, fatigue, and reduced concentration. APS staff should limit time outdoors when air quality reaches unhealthy levels and use appropriate protective equipment when necessary. If conditions become unsafe, staff should work with supervisors to determine how to respond safely.
Summer conditions can also intensify risks within already challenging environments. Heat may increase agitation, substance use concerns, mental health symptoms, and medical instability for some. Staff should continue following established APS safety protocols, including maintaining situational awareness, communicating schedules with supervisors or teammates, and trusting their instincts when an environment feels unsafe.
As APS professionals, we routinely navigate complex and demanding situations with compassion and professionalism. Your safety matters. Protecting yourselves allows you to continue protecting vulnerable adults across Washington state. Thank you for the care, judgment, and dedication you bring to this work every day.
Kathy Morgan Director
Reflecting on Service, Community, and Responsibility
As communities across the country reflect on America’s 250th anniversary, we are presented with an opportunity to thoughtfully consider the values that continue to shape public service, community responsibility, and our care for one another. For those of us in APS, this milestone is also a reminder that supporting and protecting individuals is woven into the broader story of our nation, and that our collective efforts make a meaningful difference.
Public service has always depended on individuals who are willing to step forward during difficult moments to support others, strengthen communities, and uphold the dignity of every person. This commitment is reflected each day in the work that APS professionals provide throughout our communities.
Washington has long been home to people who exemplify service, leadership, and advocacy.
Billy Frank Jr. dedicated his life to protecting tribal treaty rights, natural resources, and future generations through persistence, collaboration, and public advocacy. His efforts strengthened relationships among tribal communities, state agencies, and environmental partners across the region.
Ruby Chow broke barriers as one of the first Chinese American women elected to the King County Council and spent decades supporting immigrant communities, young people, and civic engagement throughout Seattle. Both individuals
Paula Hughes, M.Ed., CDE Deputy Director WA State Adult Protective Services
showed that meaningful public service often begins with a commitment to enhancing the lives of others within our own communities.
That same spirit is alive in APS today. Across Washington, APS professionals support vulnerable adults and individuals with disabilities through some of the most difficult and complex situations imaginable. Our work often happens quietly and without recognition, yet its impact on individuals, families, and communities is profound and lasting.
APS staff continue to strengthen practice through collaboration, enhanced training, data-informed decision making, and a steadfast commitment to person-first services. This dedication supports HCLA’s priorities of access, choice, integration, and high-quality Home and Community Based Services throughout Washington.
Moments of national reflection remind us that progress is measured not only by major historical events, but also by everyday acts of professionalism, compassion, and public service. Progress shines in the difficult conversations handled with care, the trust built with individuals and partners, and the steadfast dedication APS staff bring to this work every day.
Thank you for the commitment, compassion, and integrity you bring to APS and to the individuals and communities we serve throughout Washington. Your dedication is valued and deeply appreciated.
Photo courtesy Northwest Indian Fisheries Commission
Ruby Chow poses for a portrait in her home in 1988.
(Mark Harrison / The Seattle Times)
NEW APS FAQ Page!
The APS FAQs SharePoint page is live with information to help staff independently resolve many of the most frequently submitted issues to the helpdesk. The APS FAQs page contains information and step-by-step instructions to address common issues such as log-in errors, upload problems, person merge submissions, and much more!
There are two ways to access the APS FAQs page.
1 - On the APS SharePoint main page, you’ll find FAQs on the site navigation bar.
2 - Resources navigation bar > Under the Intake/ Investigation Resources tab:
Take a moment to check out the APS FAQs page and refer to it as a self-help resource before submitting a helpdesk ticket. We will continue to add items to the APS FAQs page, so keep checking for updates.
Is there an issue you would like to add to the APS FAQs page? Contact the APS Data Team at APSDataSupport@dshs.wa.gov with the details.
Evie Ahrendt
Social Services Specialist 3
Headquarters, Intake Unit
Evie moved from Southern California in 2004 and has loved being in this state ever since!
After leaving Child Protective Services, she started as an investigator in 2016 before her transition to intake, where she has remained for the last 9 years.
Evie takes great pride in her work and is known to go the extra mile to provide support for our vulnerable adult population and the field. You’ll know an Evie intake, as she loves “digging” for details that may assist in the investigation.
She is a rolodex of resources and enjoys calming/ reassuring callers by thoroughly explaining the intake process and services available within the community. She is passionate about financial exploitation specifically with scams becoming more sophisticated and knows that those who have lost their money will not likely receive any of it back. She wants to help protect those impacted and educate and has been known to talk with grocery store staff about exploitation and self-neglect signs they should be aware of.
During her free time, she enjoys crafting, spending time with her wickedly smart son, watching documentaries, going on cruises, and cuddling her two cute pups.
Evie has changed the lives of many we serve and will continue to do so. Thank you Evie for all the incredible work you do!
EMPLOYEE
Dr. Heidi Teason
Social Services Specialist 3
Region 1, Newport
Heidi joined APS in 2019 after moving back to the Spokane area from Las Vegas. She has chosen helping positions throughout her professional career, from medical to addiction therapy to supporting those with intellectual disabilities to live their best lives. Heidi’s educational background is diverse, holding a doctorate degree in human services with a focus on leadership and organizational development. She found that APS is the best place to use her knowledge and skills.
Heidi is a valued member of our Statewide Closing Team, supporting case closures across the state. She says she was lucky to be chosen to work on the team, a truly fulfilling role within her APS career. Her core passion is supporting critically underserved rural communities and partnering with local organizations to expand access to essential services for those who need them most.
Heidi enjoys spending time with her three beautiful German shepherds and training them, traveling to Las Vegas, and spending time with her children and family.
SPOTLIGHT
Nicole Moon Social Services Supervisor
Region 2, Federal Way
Nicole rejoined APS in June 2025 with a passion for serving vulnerable adults and giving back to the community. She was drawn to APS because its mission and values closely align with her own, and she finds fulfillment in being a voice for those who cannot advocate for themselves.
Nicole and her family moved to Washington 14 years ago and have built deep roots in the community. She is a proud mother of two sons, her oldest works for Amazon and her youngest recently enlisted in the Army. Outside of work, Nicole’s true passion is baking and decorating. She enjoys the creativity and satisfaction that comes from bringing a vision to life and dreams of someday opening her own bakery.
Nicole approaches both work and life with her favorite motto in mind: “Everything is figure-out-able”.
Josette Grasser SHPC 4
Region
3, Tumwater
Josette has been working with at-risk youth and vulnerable adults in different modalities since 1998 in Arizona and Washington, including juvenile probation officer and at residential treatment centers. She joined APS as an investigator in 2019 and promoted to a SHPC role in 2022. Josette’s passion for helping others comes from her grandparents who were immigrants and saw firsthand their struggle with the lack of resources and education to navigate through systems. Her mission is to help people with financial and language barriers to educate them on accessing resources.
Josette recalls making a connection with a client who was experiencing self-neglect, and medical and sobriety issues; who was later admitted to the hospital. The client reached out to Josette and was ready for placement. When asked what changed their mind, they recalled what Josette told them, that they deserve better. Josette said, “I took a moment to see [individual] as a human being.” Josette loves hearing about people’s stories and wants everyone to feel important and heard, and know that they deserve better in whatever situation they are in.
Mt. Adams Gifford Pinchot NF
The Ask Why Challenge
Submitted by Claire Knight, HCLA Strategic Alignment Administrator
True story: (name changed below for privacy)
Sarah is the only person on her team whose birthday her supervisor did not celebrate. Sarah is hurt and offended and concludes that her supervisor does not like her and favors others. After close to a year of feeling intense disconnection from her supervisor and team and finding a lot of supporting evidence for her conclusion (this happens when we hold a belief, real or not!), Sarah learns that her supervisor remembered Sarah sharing when she was hired that she did not like her birthday and does not celebrate. Her supervisor thought she was being respectful by not drawing attention to the day.
Communication can easily be thwarted, thereby impacting relationships deeply. Damaged relationships can affect our work product, our culture and retention of valued employees. I am regularly asked to assist in repairing workplace relationships where the cause is rooted in assumption and interpretation, rather than fact and understanding. Choosing to ask why and gain insight into that action or comment that inflamed you can clear the path for a healthy APS. I challenge you to move that wish for a healthy APS culture to a hope for a healthy APS culture by bravely and kindly using these phrases more often:
1. Tell me more about that.
2. I’m curious, what did you mean when you said that?
3. I’d like to understand that perspective more.
4. I see this issue differently; can you give me more detail on what you see?
5. That felt hurtful but I only have my perspective. I want to understand your intent.
6. Add your idea here on how to ask why. Then do it!
REGIONAL SUCCESS STORIES
A little compassion and professionalism can significantly impact the well‑ being of Washington’s vulnerable adults.
Region 1
An investigator received a financial exploitation report with ongoing mental and physical abuse that appeared urgent. When the investigator met with the client, it was clear they were ready for a change but needed help taking that step.
Through persistence and coordination with community partners, including the local Sheriff’s Office and domestic violence services, the investigator helped the client safely leave their home and enter a domestic violence safe house. During their stay, the client’s ability to care for themself came into question. The investigator continued to work with local resources including a housing resource center and home health to ensure that the client had the needed supports.
The investigator worked closely with Home and Community Services for an assessment and transitioned into an assisted living environment to rebuild their life and to receive the care that they needed. The client was safe, stable, and reported finally “being at peace”.
Region 2
A client who was living on their floor for several years was unable to transfer themself due to their health and not having caregiving services in place. The individual was in extreme pain and hesitant to accept help. The investigator spent time with the individual to make them feel comfortable and safe to work with APS. After several visits, APS and community partners were able to get the individual to the hospital to address their medical needs and was later able to return to their home.
When the investigator completed an additional visit, the client expressed their gratitude for the investigator who worked with them and encouraged them to go to the hospital. The investigator’s persistence and personcentered approach resulted in the client’s home being cleaned, the client receiving caregiving services, and no longer sleeping on the floor, creating real change.
Region 3
An investigator worked on a case that involved a client who was experiencing a cognitive decline. Their home was in foreclosure after the alleged perpetrator infiltrated every aspect of the client’s life. The investigator immediately staffed the case with their supervisor and the AAG’s office. Within 10 minutes, they were able to locate a certified professional guardian (CPG).
The CPG agreed with the investigator that the courts needed to act right away to ensure the client’s safety and to safeguard their funds. The investigator obtained an emergency guardianship, vulnerable adult protection order and ensured the client’s escrow funds were protected from the alleged perpetrator by working with the banks and real estate agency.
Due to the investigator’s genuine compassion and quick action, the client moved into an adult family home and their funds protected. This signifies the investigator’s advocacy for the population we serve to be safe from harm and truly makes all the hard work pay off.
Ed
Columbia
UPDATES & INFORMATION
APS Supervisor Academy: Completions to Date and Plan for the Future submitted by Ruiqin Miao, APS Training Unit Manager
APS Supervisor Academy is a two-week training that provides supervisors and field administrators with essential knowledge and hands-on skills for supervision in APS. It was launched in December 2024 after incorporating feedback from field supervisors, managers and the pilot group.
This training consists of two modules, each lasting five days. Module 1 features general leadership and supervision skills such as leadership styles/ roles, parallel process, SCARF model, and emotional intelligence. Module 2 focuses on how to transfer these general skills to supervision in APS, covering such topics as DataMart and Power BI, QA, coaching and feedback, case staffing, and torts. The two modules must be taken in sequence - Learners are required to complete Module 1 before attending Module 2.
By June 2026, we expected 76 supervisors, field administrators, and pilot group participants to complete the training.
All current supervisors and field administrators are expected to complete this training by September 2026. If you need to complete the training and have not yet registered, now is the time! Use the following links to register and secure your spot:
• Supervisor Academy Module 1 (August 10 –August 14)
• Supervisor Academy Module 2* (September 14 – September 18)
(*Module 1 must be completed in order to register for Module 2.)
After September 2026, Supervisor Academy will shift to a smaller number of offerings to once or twice per year. Future cohorts will primarily consist of new supervisors and field administrators who will be required to complete APS Academy prior to attending Supervisor Academy. This approach will help keep the training focused and support participants in their new supervisory role in APS.
Policy Release Alignment with the Federal Regulations submitted by APS Policy Unit
The policy updates following the first ever federal regulations for APS are coming on July 18, 2026!
APS initial face to face (IFF) response requirements and documentation completion timelines are the most talked about aspect of this upcoming policy update. These updates are aimed at meeting the federal regulations and achieving consistency and alignment with other states’ APS programs.
For this update, APS is moving to a two-tiered response system of 24 hours and 7 calendar days versus our existing three-tiered system. We are updating our documentation timeframe from 10 business days to 5 calendar days. Additional changes clarify current policy and procedure and bring us into alignment with the Federal Regulation and APS programs across the country.
The Policy Unit will be hosting 3 live webinars in the first 2 weeks of July to review the changes and answer any questions. Staff only have to attend
one webinar. Below, you will find the webinar dates and registration links.
Register by clicking the following webinar dates.
Federal Regulations Webinar Dates:
• Thursday, July 2, 9am-10am
• Tuesday, July 7, 2pm-3pm
• Wednesday, July 15, 10am-11am
Coffee Break
with the APS Director
If you haven’t yet signed up for a webinar please ensure to do so!
The Policy Unit will also record a webinar that will be available in the learning center after the live webinars have completed.
We appreciate the feedback we have received on these documents and look forward to your upcoming review!
Grab a cup of coffee and call‑in to chat with the APS Director!
This casual quarterly event to stay informed of APS Division’s current events and the opportunity to ask your questions.
Quarterly Staff Updates: 2026 Dates
SUMMER 9:00am - 10:00am Tuesday, July 28
Click the link join!
Getting to Know Nate Robinson
Paralegal, Legal & Records
Bringing Curiosity, Compassion, and Authenticity to APS
Nate Robinson’s authenticity stands out. With humor, honesty, empathy, and curiosity, he puts others at ease. As an APS Paralegal, Nate brings years of experience, and a human perspective shaped by foster parenting, public service, and a lifelong commitment to protecting vulnerable people. His story reflects APS’ focus on Strategic Engagement and Access by meeting people where they are, respecting experiences, and fostering an environment where everyone feels valued.
Nate grew up in Utah and moved to Washington with his wife in 2015. They met over 20 years ago at a state hospital and have mostly worked in public service. Nate now works at APS, and his wife is in the legal field at DCYF. During the pandemic, they became foster parents and now have two children and two dogs at home.
Before APS, Nate spent six years at the Office of Administrative Hearings, supporting Administrative Law Judges in Seattle, Tacoma, and Olympia. His roles as judicial assistant, legal secretary, and legal assistant gave him insight into administrative law and appeals;
this is experience he brings to APS. “I’ve always been interested in where law and mental health meet,” Nate shared, “and how law can improve outcomes for those struggling with mental health.”
Protecting others drives Nate’s work. He wants his efforts to have meaning, especially for people with less voice in complex systems. APS aligns with his values and his desire to contribute to something bigger. “APS has been my Ikigai, a balance of what I love, what’s needed, my skills, and fair pay, for the last 5+ years,” he said.
Nate with his family in Hawaii
Nate’s views on identity and inclusion are candid. He notes his privileges as a cisgender, heterosexualpassing white man, but shares that being bisexual has shaped him in subtle ways. His honest approach mirrors APS’ commitment to engagement and access, recognizing everyone’s layered experiences. Nate believes APS is strongest when people are treated with dignity and different perspectives are welcomed.
In the Legal and Records Unit, Nate describes a team working diligently to support APS staff, ensure transparency, and meet public disclosure and records requirements. “We’re here to help you succeed, and we’re all in this together,” he said. His humor and calm communication help in tough conversations, especially when de-escalating tense situations with upset individuals.
gardening, and exploring local food with his wife. His inspirations, Bob Ross, Mr. Rogers, and Steve Irwin, reflect kindness toward people, animals, and oneself.
Nate’s story shows APS is strengthened by people with diverse experiences and talents. When staff bring their authentic selves and strengths to work, Strategic Engagement and Access are enhanced, creating strong teams and better outcomes for those APS serves. As Nate said, “Make yourself an instrument of peace.”
Away from work, Nate enjoys adventures with his children, volunteering at their schools, hiking, birding,
Nate with his child driving a go-kart
A Barred owl in Nate’s back yard
Nate with family at Kalaloch Beach’s Tree of Life
Nate with a medical manikin at a HCLA Emergency Management & Safety Team event
