The need: In 2019, MaineHealth, a system of local hospitals throughout Southern Maine, had recently undergone a restructuring. The restructuring placed several large, local hospitals all under the MaineHealth system brand, including Maine Medical Center and Maine Behavioral Health, both in Portland, Maine, and Southern Maine Health Care, in Biddeford, Maine. Several MaineHealth entities identified a need for an outside communications consultant to assess and improve several internal communications processes including news bulletins, medical staff newsletters, intranet strategy and a system for collecting and reporting communications data.
The process: Jordan began with an audit of existing internal communications channels to identify process improvement opportunities and challenges.
In early 2020, the COVID-19 pandemic created a massive shift in priorities for hospitals across the country. Communication throughout the MaineHealth system was key to maintaining the safety and health of all colleagues and community members. While ongoing process improvement work was put on an indefinite hold, Jordan shifted her focus to maintaining the consistency of voice and frequency for internal hospital communications. Throughout the pandemic, she owned the organization, copywriting and distribution of daily updates to 10k+ care team employees on behalf of leadership, infection control and an employee wellbeing committee.
The result: Jordan remained a key consultant to the internal communications teams at Maine Medical Center, Maine Behavioral Health, Mid Coast Hospital and Lincoln Hospital, serving in various roles and producing content for both internal and external audiences. As the entities continue to navigate COVID-19, Jordan played a key role in adapting newsletter formats to match evolving care team member informational needs. She developed a reporting system for internal distributions at Maine Medical Center, informing leadership decisions about subject matter and frequency moving forward.