REGINALD
"Reggie" Washington is a community health worker for the Emerging Communities (EC) and YouPLUS (YP) programs in the Center for Supportive Services.
EC and YP provide an array of empowering services to people living with HIV. EC focuses on men who have sex with men (MSM) while YP is for any Western New Yorker living with HIV who meets income requirements. Both programs provide compassionate care, comprehensive health services, and supportive communities with the goal of improving quality of life and ensuring that every individual can thrive with dignity and strength.
Specific services include assistance with transportation, housing, medical appointments and adherence, social support, and connections to needed resources either at Evergreen or elsewhere.
"A normal day for me is providing outreach to stakeholders in the community," said Reggie. “I try to establish relationships in order to better serve people who are in need." This includes appointment reminders, and follow-up with patients to see how the appointment went. Reggie and his teams lead health education and support groups on a monthly basis, as well. Groups include pre- and post-tests along with activities designed to gauge the patient's knowledge and retention of the topics. In addition, Reggie attends events in the community to get the word out about our programs, and assists the MOCHA staff at their events and programs.
The Emerging Communities and YouPLUS programs are designed to help people who are living with HIV overcome social determinants of health (non-medical factors such as socioeconomic status or access to healthcare that influence a person's health and well-being) with the goal of achieving and maintaining viral suppression and undetectable status. "We educate and support them," said Reggie.
I HONESTLY LOVE THE WORK THAT I DO!
- REGGIE WASHINGTON
Changing lives for the better is rewarding for Reggie. "I honestly love the work I do," he said. "Being a person living with HIV, I wish I'd had someone in peer services to help me understand the 'big change' when I was diagnosed. I get satisfaction in helping people with their goals and helping them better understand healthcare and living with HIV. It’s their success story, but I get to be a supporting character!"
Reggie says that social determinants of health effect everyone, not just the patients we serve. "In the Proud Employee Resource Group we discuss a bunch of different things. One thing we speak about a lot is the challenge of remaining upbeat and supportive with patients when we’re going through the same issues and uncertainties ourselves. It can be hard to stay positive."
Reggie has been with Evergreen for three years, and he says, "The air at Evergreen is definitely different from anywhere I worked before, and I'm from the city of brotherly love! Evergreen employees are so warm and welcoming, especially those at 200 S. Elmwood where I've worked since I started at Evergreen. It never truly feels like work when your job feels like family and you love to help other people."
The EC and YP programs are growing, and Reggie hopes to see that growth continue in the future. "My hope is to expand to serve more people. MSM and people living with HIV are all
over, and to have the ability to help more people overcome social determinents of health and reach undetectable status should always be the goal."
Reggie grew up in North Philadelphia. "Go Eagles! I graduated from Strawberry Mansion High School in 2007. I've worked in many different fields: culinary, sales, maintenance, hospitality, and even for the school district. My favorite field of all is medical. From being a medical assistant to peer worker it's all LOVE. I love that there's always something new to learn, and the constant changes keep you on your toes."
Outside of Evergreen Reggie enjoys video games, hiking, camping, anime, and being in large bodies of water. "I love art, dance, and poetry. A lot of my passions kind of line up with Evergreen. I love to help others and one day I plan to be a counselor in some fashion to help educate and uplift others in the HIV community. Being an all-around advocate is something I'm truly proud of. I'm a public advocate for New York, a peer service worker, and an HIVSTOPSWITHME.ORG spokesmodel. Again, being able to help educate and uplift, especially those in the HIV community, is a major goal in my life."
Reggie, we love everything you do for our patients and our community. Kudos to you!
The 2025 Parade Season kicked off with the annual Pride Parade, and Team Evergreen was out in full force!
Evergreen's commitment to providing unconditional care goes beyond medical treatment. It extends to making sure the voices of those we serve are heard, valued, and acted upon. One of the most powerful ways we achieve this is through the Partners Group, a dedicated patient advisory group of about 17 individuals, all of whom are living with HIV. Established over 30 years ago, the Partners Group continues to be a vital part of our mission, shaping programs and services with insight, experience, and advocacy.
What is the Partners Group?
The Partners Group is a vital part of Evergreen’s mission, serving as a bridge between patients and our healthcare teams. The group provides crucial insights into the experiences, needs, and challenges of people living with HIV. Their feedback helps shape the services, policies, and programs that directly impact their lives, ensuring that Evergreen remains responsive, inclusive, and patient-centered. The Partners Group meets monthly for an hour, with lunch provided, to discuss and learn about various aspects of care. Their input is instrumental in:
• Identifying gaps in care and areas for improvement
• Providing direct feedback on patient experience initiatives
• Helping to shape educational materials and outreach efforts
• Strengthening the connection between Evergreen Health and the HIV community
Why Their Work Matters
Living with HIV comes with unique challenges, and the voices of those with lived experience are essential in making meaningful improvements. The Partners Group ensures that
Evergreen continues to provide affirming and comprehensive care, tailored to the real needs of those we serve. Their advocacy not only enhances the quality of care but also fosters a sense of community and empowerment among patients.
An Invitation to Engage with the Partners Group
As staff members at Evergreen, you have a unique opportunity to connect with and learn from the Partners Group. If you or your team are interested in presenting to the group, it’s more than just a presentation—it’s a chance to:
• Gain Insight: Hear firsthand feedback and experiences from patients to better inform your work.
• Foster Engagement: Encourage open dialogue and strengthen trust between staff and patients.
• Collaborate for Change: Partner with the group to explore ideas that can lead to meaningful improvements in patient care.
• Share Knowledge: Present information about your programs, services, and initiatives to keep the group informed and involved. By engaging with the Partners Group, you not only support their mission—you also help shape a more inclusive, responsive, and patient-centered Evergreen.
Editor's Note: for more information on how you can present and engage with the group, please reach out to Collin Ranney, patient experience manager (cranney@evergreenhs.org).
Jamestown Farmers Market
Staff are welcome to volunteer at the Jamestown Farmers Market this summer! Last year, 15 staff volunteered here and we look forward to continuing the partnership. There are a variety of weekly activities including a mobile market, Monday Night Café, and Saturday Farmers Market. Staff are encouraged to volunteer in small groups and may register directly on the Jamestown Farmers Market website. If you have any questions and/or would like to be connected with other staff interested in volunteering at the market, please contact diversityinclusion@evergreenhs.org.
Evergreen Lofts: Friday, July 11, 12 – 1pm
Bailey: Monday, July 21, 12 – 1pm
Hertel: Friday, August 8, 11:30am – 1pm
With supervisor approval, staff may sign up to volunteer for a half hour. If you would like to participate, please contact diversity-inclusion@evergreenhs.org with the date and time you will join us.
EMPATHY
is the ability to understand and share the feelings of another person. It involves recognizing and appreciating another person's emotional experiences and responding with compassion and sensitivity.
Our patients are often reaching out in times of need and uncertainty about their health. They can be anxious, upset, or frustrated even before you receive the call because of extended wait times or other outside issues. It's important to practice empathy. Although you may not be the one who can directly solve a patient’s problem or tend to their need, expressing empathy and a willingness to help are crucial. A simple “I'm sorry you are going through that” or “I understand that must be difficult” goes a long way. It's important to acknowledge a patient’s concerns, communicate regret for any inconvenience or discomfort they may be experiencing, and demonstrate a genuine commitment to address their issue or need.
A warm call transfer can significantly improve a patient’s call experience. Rather than immediately transferring a patient to another extension, a quick summary or statement about what the patient needs to the staff member on the other end of the extension makes a big difference. This can significantly reduce patient anxiety and frustration, making a patient feel heard and valued. When healthcare staff demonstrate empathy, patients are more likely to feel understood and supported, leading to increased trust, satisfaction, and an enhanced patient experience.
Marcia Derby shared these great photos of TeamEvergreen at Allegany Pride in Wellsville. "The three of us had a great day despite how cold and rainy it was," said Marcia. "It was too cold for us to show off our Evergreen attire!"
Publisher/Layout
John Carocci
Copy Editors
Jean Conway
Kristy Mangel
Maggie Carrig
Contributors
Eric Poniatowski
Christopher Cline
Connections is the official monthly newsletter for employees and board members of Evergreen Health and Community Access Services. You can submit photos, comments or a "hello" via Outlook at Evergreen Connections.
Jennifer Eterginio
Kristy Mangel
Joshua Carter
Zachary Michael
Kimberly Smith
Kaylin Gowan
June 1
June 2
June 4
June 4
June 5
June 6
Tara Monaco June 6
Dennis Kraft ..................................................... June 7
Dionna Corley June 8
Adriana Syracuse June 9
Lakisha Price June 10
Shontae Scott
Moira Fragnoli
Stephanie Simmons
Erin Carmina
Nicole Jones
Jason Perez
Alan Jacyszyn ..................................................
Katherine Marrero
Kimberly Martin
Neshamari Pagan Agosto
Cathy Wilson
Stephanie Mejia
Garrett Felong
June 10
June 11
June 12
June 13
June 13
June 16
June 16
June 16
June 17
June 17
June 18
June 18
June 18
Samantha Stroh .............................................. June 19
Joey Torres June 19
Ashley Kuss June 19
Bryan Gonzalez ............................................... June 19
Dawn Sarick June 20
Sharon Yager June 23
Jenny Domke June 25
Amy Meyer June 25
Alice Ayala Larregui June 25
Melissa Jackson June 25
Eliud Kosgei...................................................... June 25
Greshen Martinez De Jesus June 25
Kyle Switzer June 26
Jacob Marsh .................................................... June 26
Kelsey Scanlon June 26
Derek John Argo June 27
Anthony Ginnane June 28
Make the Most of Your Health Plan
Tuesday, June 24 (this is a virtual training) 12-12:45PM
Review the health and wellness features in our health insurance plan.
American Heart Assoc. Basic Life Support CPR/AED
Friday, September 26 (In person) 1-4PM (Sign up by September 5)
Evergreen Commons Sanctuary, 67 Prospect Avenue, Buffalo, 14201
Please confirm with your job description if CPR/AED is required for your job. A CPR/AED certification must be renewed every two years. The training is led by Buffalo CPR. Obtain supervisor approval and department cost code to bill for the $49 CPR/AED fee. Sign up on Evergreen University. Email evergreentraining&development@evergreenhs.org the department cost code to bill for CPR/AED.
Motivational Interviewing
Wednesday, August 13 (In person) 9AM-4PM (Sign up by June 30)
Evergreen Commons Sanctuary, 67 Prospect Avenue, Buffalo, 14201
This course will provide an overview of the Motivational Interviewing approach and its value as a client-centered directive intervention. The course focuses on helping staff address client ambivalence and the use of tools to help clients move towards less risky behaviors and change.
Improvement and Population Health (EQuIP)
All staff are welcome to join these trainings led by Neil Bhattarai, director of population health & value based initiatives. You may participate in one or more of the upcoming sessions! Please enroll in Evergreen University. If you have questions about the training, please contact evergreentraining&development@evergreenhs.org.
Designing Solutions - PDSA Methodology, Thursday, June 12, 12 – 1PM
Designing Solutions - Design Thinking Methodology, Friday, June 27, 12 – 1PM
The Huddle Board, Thursday, July 24, 12-1PM
Kanban and Kamishibai Cards (K-Cards), Friday, August 22, 12 – 1PM
Annual Trainings Coming Soon!
Round 1 of annual trainings will be added to your Evergreen University profile in July and will be due September 30. More information will be shared with you next month.
ARLENE TORRES
Each quarter, a CAS employee who shows commitment to the essential functions of their role, provides satisfactory customer service, and contributes to the functioning of the team is chosen to be the CAS Champion. This quarter's Champion is Arlene Torres.
Arlene is the program assistant for the Corrections Health Initiative (CHI). CHI was developed in response to the emerging prevention and service needs of incarcerated individuals who are living with HIV as well as those coming out of a correctional facility back into society. CHI addresses health disparities by providing a continuum of quality HIV/HCV prevention and supportive services to individuals. Arlene is responsible for conducting data entry and clerical support, assisting with community events and program activities. She contributes to the clients' experience by ensuring clients maintain progress while enrolled in services. Arlene supports her peers by completing Quality Assurance and Quality Improvement tasks to maintain data integrity. Arlene’s experience with data entry highlights her keen eye for detail, which she uses to the best of her ability when reviewing client charts and AIRS data. In addition to CHI, Arlene provides administrative support for CAS’s food pantry and assists with program events for our Community and Outreach department. Arlene remains dedicated to her work and communities served! Thank you for being you, Arlene! .
- Dabrielle Wright, program director of CHI
