Jacqueline C. Phelps joins TRC as Assistant Executive Director

The Resource Center is pleased to announce the hiring of Jacqueline C. Phelps as Assistant Executive Director for Quality Assurance, Quality Improvement and Compliance.

In her new job, Jacqueline is responsible for seeing that The Resource Center provides high-quality services and supports that operate in compliance with state and federal policies.  She and her team work to ensure TRC’s programs and services have a strategic direction that promotes continuous improvement; compile and analyze agency-wide data to identify challenges and growth opportunities; and oversee the organization’s incident management process.

Jacqueline has long been familiar with The Resource Center and its primary mission of supporting people with disabilities and their families, and she jumped at the chance to move into the assistant executive director’s position.

“In my previous role, I visited The Resource Center several times each year to celebrate staff and the people TRC supports, learn about legislation that would benefit individuals with disabilities, and be a resource to the agency,” Jacqueline said.  “Every time I visited, I learned more about the positive culture of the organization, longevity of employees, how the mission was celebrated and followed, and how community-driven TRC is.  I knew I wanted to be a part of TRC one day; I even joked about it at events, and I’m thrilled the opportunity arose.”

As an organization with more than 1,000 employees that supports hundreds of people with disabilities, in addition to providing health care services to thousands of area residents, The Resource Center is a complex agency that operates under the regulations of numerous state and federal bodies.  Jacqueline hopes to help guide TRC’s operations to ensure the agency provides the best possible supports to its range of customers.  In addition, she wants to position TRC for growth and success.

“As the assistant executive director of QAQI and compliance, it is most important to me we provide high-quality care and services to each person we support at TRC, and that we always continue to improve,” she said.  “My goal is to work with our team to best serve people we employ and those we support so we retain good staff and help those we support to thrive.  By analyzing data and identifying the root cause of our successes and challenges, we will continue to find creative solutions to enhance and elevate the organization.  I also hope to be a part of the team that works on strategic planning so we grow with the times, ensuring we are serving our community to our greatest potential.”

TRC officials feel fortunate to have Jacqueline on staff.

“Jacqueline brings a breadth of knowledge and experience to our organization,” said Denise Jones, Executive Director.  “I’m impressed with the dedication and commitment she has demonstrated.  With our three distinct business lines – supports for people with disabilities, health care services for the entire community and manufacturing support for area industry and the federal government – The Resource Center is not a simple organization to comprehend.  Jacqueline has quickly immersed herself in our culture and gained an in-depth understanding of our agency’s strengths.  She has offered insightful suggestions on how to improve some aspects of our operations to position us for success moving forward while ensuring quality assurance and continuous improvement.”

Jacqueline grew up in Bemus Point and graduated from Maple Grove High School.  She earned a bachelor of arts degree in political science and criminal justice from Canisius College before obtaining her law degree from Western Michigan University Thomas M. Cooley Law School.  She was admitted to the New York State Bar in 2012.

“I wanted to be an attorney from the time I was a little girl, and when I got to law school I realized there were so many career choices I could explore with my degree,” Jacqueline said.  “I did not know where it would lead me, but I knew it would give me the tools I needed to be successful and make an impact in my community.”

She is involved in several community organizations, serving as the social media chair for the Greater Jamestown AM Rotary; board member and program development co-chair of the Chautauqua Leadership Network; co-vice chair of the Jamestown Center City Development Corporation; and treasurer of the Gebbie Foundation.

Jacqueline and her husband, Craig, live in the Town of Ellicott.  She lists among her passions spending time with family and friends; enjoying live music and singing; traveling; exercise; exploring our community; volunteering; completing new house projects; and the Buffalo Bills.