The Heart of Leadership
Ten Lessons from My Journey as President of the Case Management Society of America
BY JANET COULTER, MSN, MS, RN, CCM, FCM
There are moments in life when you accept an opportunity knowing it will challenge you. Then there are moments that change you forever. Serving as president of the Case Management Society of America has been one of those moments. When I accepted the privilege of leading this extraordinary organization, I arrived with goals, ideas, and a vision for the future. I wanted to strengthen member engagement, expand educational opportunities, encourage leadership development, embrace innovation, and ensure that every member felt connected to CMSA, regardless of where they lived or practiced.
Looking back now, I realize that while we accomplished many wonderful things together, the greatest gift of these past two years was not the work we completed; it was the people who made that work possible. I have been inspired by volunteers who generously shared their time, chapter leaders who built vibrant local communities, board members who approached every decision with thoughtful leadership, a foundation that invested in our future, committee members who transformed ideas into action, our exceptional national staff whose dedication often happens behind the scenes, and members who reminded me every single day why CMSA matters.
Leadership, I discovered, isn’t about standing in front. It is about walking beside remarkable people. As I passed the presidential gavel to our next leader, Jenny Quigley Stickney, I found myself reflecting not simply on accomplishments, but on the lessons this journey has taught me.
These are lessons I will carry with me forever.
- LEADERSHIP BEGINS WITH LISTENING
One of the first lessons I learned as president was that the most meaningful conversations often happen outside formal settings: in hallways after educational sessions, during chapter visits, at Member Town Halls, in committee meetings, or over lunch. Members shared their ideas, concerns, hopes, and dreams for our organization, and those conversations shaped my priorities more than any strategic planning session could have. Listening to our members inspired me to expand educational opportunities, improve communication, strengthen engagement, and create new ways for members to connect. People do not simply want to be heard; they want to know their voices matter.
- GREAT ORGANIZATIONS ARE BUILT BY VOLUNTEERS
Every organization has programs; CMSA has people who volunteer because they believe in something larger than themselves. Over the past two years, I watched volunteers accomplish extraordinary things. Board members, chapter leaders, committee chairs, Special Interest Group leaders, presenters, authors, reviewers, mentors, and countless others devoted their evenings, weekends, and personal time to advancing our profession. Every conference session, educational program, article, blog, webinar, committee meeting, and success story reflected their generosity. If there is one accomplishment of which I am most proud, it is watching so many people discover their own leadership potential.
Great organizations do not grow because one person leads well; they grow because many people choose to serve.
- LIFELONG LEARNING IS THE FOUNDATION OF EXCELLENCE
As both a nurse and an educator, I have always believed that learning changes lives. That belief guided many of the initiatives I pursued. Over the past two years, we expanded professional development opportunities, strengthened educational programming, introduced new learning pathways, supported the continued growth of the CMSA Case Management Boot Camp, expanded webinars, and launched our inaugural Virtual Leadership Conference.
Watching that first Virtual Leadership Conference come to life remains one of my favorite memories. It was more than another educational event; it reflected our commitment to making leadership development available to every member, regardless of geography or travel limitations.
Healthcare never stands still, and neither should we.
- INNOVATION BEGINS WITH PURPOSE
Innovation is often associated with technology, but I have learned it begins with people. Every innovation I embraced started with the same question: “How can we better serve our members?” That question guided the continued digital evolution of CMSA Today, expanded virtual learning opportunities, new educational pathways, and the development of the long-awaited national directory for independent case managers. Innovation succeeds when it removes barriers, strengthens connections, and creates opportunities for others to thrive. CMSA is stronger today because we embraced change while remaining grounded in our mission.
- EVERY CASE MANAGER HAS A STORY WORTH TELLING
Some of the projects closest to my heart were not the largest, but the most personal. Publishing two volumes of The Many Faces of Case Management: A Tapestry of Blogs reminded me that behind every credential is a human story filled with courage, heartbreak, hope, and perseverance. These books became more than collections of blogs; they became a celebration of our profession and a tribute to the compassion, resilience, creativity, and advocacy that define case management. Long after meetings end and conferences conclude, those stories will continue to inspire future generations of case managers.
- KINDNESS IS NEVER A SMALL THING
Early in my presidency, I adopted a simple philosophy: lead with kindness. Healthcare is demanding, leadership can be challenging, and life is often complicated. Kindness is not weakness; it is one of the strongest leadership tools we have. Sometimes leadership means making difficult decisions. Sometimes it means encouraging a first-time presenter before they walk onto the stage, sending a handwritten thank-you note, or simply listening. I hope everyone I met during these two years understood one thing: they mattered.
- WE TRULY ARE STRONGER TOGETHER
One of my greatest joys was watching our CMSA community grow. Together, we launched the Behavioral Health and Public Policy Special Interest Groups while continuing to strengthen our International, Military, Defense and Veterans, Rural Health Special Interest Groups. These communities created spaces for members to collaborate, mentor one another, explore emerging issues, and learn from diverse perspectives. At the same time, we strengthened relationships among our Board of Directors, Foundation, chapters, committees, members, partners, and international peers. The more connected we became, the stronger CMSA became.
- CELEBRATE MORE OFTEN
Healthcare professionals are remarkably good at moving from one challenge to the next, but we are not always as good at pausing to celebrate. One theme I returned to throughout my presidency was Celebrating Us because our profession deserves to be recognized. We should celebrate the volunteers who quietly serve, the chapters that create welcoming communities, the educators who inspire curiosity, the authors who share their wisdom, and the leaders who mentor others. Most importantly, we should celebrate the everyday work of case managers who improve lives without seeking recognition. Our profession deserves to pause and recognize its remarkable impact.
- THE FUTURE BELONGS TO THOSE WILLING TO GROW
Wherever I traveled, I met extraordinary professional case managers eager to learn, lead, and innovate. I saw seasoned leaders mentor future leaders, first-time speakers become confident educators, and members discover new passions through committees, chapters, and Special Interest Groups. That gave me tremendous hope. The future of case management has never been brighter because today’s emerging leaders are thoughtful, compassionate, collaborative, and deeply committed to improving healthcare. Our responsibility is not simply to lead today, but to prepare those who will lead tomorrow.
- GRATITUDE IS THE GREATEST LEADERSHIP LESSON OF ALL
If these past two years have taught me one lesson above all others, it is gratitude: gratitude for the friendships formed, for every chapter that welcomed me with open arms, for every volunteer who said “yes,” for every member who shared an idea, and for our Board, Foundation, committees, national staff, and everyone who believes in CMSA’s mission. Most of all, I am grateful for the privilege of serving.
When my presidency began, I hoped to make a difference. Today, I realize the greatest difference was made in me. Because of you, I leave inspired. Because of you, I leave hopeful. Because of you, I believe more strongly than ever that the future of case management is extraordinarily bright.
If I have accomplished anything during these two years, I hope it is this: together, we have left CMSA stronger, more connected, more innovative, and even more committed to the patients and families who inspire our work every day.
The gavel may pass from one President to the next, but CMSA’s mission continues. Its future has never rested on one individual. It rests on all of us. It rests on every case manager who advocates for a patient, mentors a colleague, volunteers for a committee, leads a chapter, writes an article or blog, presents a webinar, or simply extends kindness to someone who needs it.
Leadership is a season.
Service is a calling.
Although my title is changing, my commitment to CMSA never will. I will continue to champion lifelong learning, celebrate the remarkable work of case managers, encourage future leaders, and support this organization that has given me far more than I could ever give in return.
Thank you for allowing me the extraordinary privilege of serving as your president. It has been the honor of a lifetime.
And while I may have passed the gavel…
My heart will always belong to CMSA.
“Together we learned. Together we led. Together we celebrated. Together we strengthened the future of case management.”
Leadership isn’t about having all the answers. It’s about helping others discover what’s possible.
A Season of Leadership, A Lifetime of Service.
Janet Coulter, MSN, MS, RN, CCM, FCM, is the immediate past president of the Case Management Society of America (CMSA). She is a board-certified transplant case manager with extensive experience including nursing education, administration, team leadership, and case management.
She holds a Master of Science in Nursing from West Virginia University and a Master of Science in Adult Education from Marshall University. Her contributions to the field have been recognized with the CMSA National Award of Service Excellence and the Southern Ohio Valley CMSA Case Management Leadership Award. In 2022, she was honored as a Fellow of Case Management (FCM). An active and dedicated member of CMSA at both the national and local levels, Janet continues to serve the Southern Ohio Valley Chapter. She has been a frequent presenter at CMSA Annual Conferences, delivering concurrent sessions and poster presentations on key topics in case management.
