Strengthening Teams, Strengthening Service: Lessons from Alaska’s Ombudsman

Published January 10, 2025

Course mentioned in this post: Outsmarting Implicit Bias

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At the helm of the Alaska State Ombudsman’s office, Kate Burkhart leads a small but dedicated team with a clear mission: investigate citizen complaints about administrative acts of state agencies and determine appropriate remedies. But what does it take to lead a team through such intricate work while fostering growth and resilience?

For Kate and her team, the answer lies in a culture of curiosity, trust, and shared learning.

Their recent experience with Harvard Online’s Outsmarting Implicit Bias course demonstrates how professional development can empower a team to not only improve their work but also strengthen their collective purpose.

Building Trust and Relationships

Kate’s approach to leadership is grounded in creating a workplace that fosters psychological safety. 

“You can’t support a team through a crisis or incredibly intense work if you’re a robot,” she explains. “True relationships require authenticity and vulnerability.”

This foundation of trust enabled Kate’s team to embrace difficult conversations during their time taking Outsmarting Implicit Bias. The team met weekly to discuss their reactions, insights, and questions. These sessions revealed the power of diverse perspectives. 

“We all reacted in different ways, and it was really important for us to hear those reactions,” Kate says. “It opened up meaningful conversations that deepened our understanding of each other and the work we do.”

Such openness has been a hallmark of Kate’s leadership. Whether addressing systemic challenges or promoting individual growth, she emphasizes the importance of relationships. “We spend a lot of time establishing and nurturing our relationships with each other,” she shares. “Some of us spend more time with each other during the week than with our families, so investing in those relationships is critical.”
 

Embracing Curiosity as a Core Value

“One of our core values is curiosity, and everybody brings that to their work,” Kate shares. “It’s essential for continuous improvement.”

Kate’s team approaches their work with a mindset of curiosity and continuous improvement, always seeking ways to enhance their practices. “Everyone is constantly doing a perpetual environmental scan,” she explains. “We’re looking at what other states are doing, exploring the latest research, and figuring out how we can apply those insights to our work.”

This proactive approach helps the team stay ahead of challenges and deliver more effective outcomes for the Alaskans they serve.

Their commitment to curiosity was evident during their time spent with the Outsmarting Implicit Bias course. The lessons inspired self-reflection and dialogue, empowering the team to identify and address their own assumptions. 

“The biggest outcome has been being able to articulate our thoughts out loud and address them collaboratively,” Kate says. “It’s not just something we thought about during the coursework—it’s become part of our daily work.”

Implementing Small Changes for a Big Impact

For Kate and her team, the course wasn’t just theoretical—it inspired changes in the way they work with each other. One significant takeaway was how they approached task assignments.

"Bias can manifest as assuming that Alex prefers to do task X and Kate prefers task Y, leading you to consistently assign them those roles," Kate explains. "I initially thought I was leveraging their strengths, but I came to realize I was simply making assumptions."

After reflecting, Kate began encouraging team members to share their strengths and areas they’d like to develop for task or project assignments.  "Now, I simply ask, 'Would you like to take this on?' If the answer is no, I move on to the next person," she says. "It's a small adjustment, but it has significantly improved how we collaborate as a team."

This adjustment not only improved team dynamics and decision making but also empowered individuals to take ownership of their preferences and strengths, fostering a more inclusive and collaborative work environment.
 

Leadership in Action: Key Takeaways

The team’s journey offers valuable insights for other leaders. From cultivating trust to embracing growth, Kate shares her key takeaways:

• Invest in Relationships: “If your team isn’t already a safe space for open dialogue, you won’t get the full benefit of collaborative learning experiences.”
   
• Encourage Continuous Learning: “Providing opportunities for professional development is essential for both individual growth and organizational success.”
   
• Model Vulnerability: “Leadership isn’t about being in charge; it’s about being part of your team and modeling the behavior you want to see.”
   
• Prioritize Health and Wellness: “A resilient workforce starts with a supportive workplace that values balance and mental health.”

These lessons reflect the strategies that have helped Kate’s team grow stronger and more effective in their mission. From shifting assumptions to fostering self-reflection, the team has embraced new tools that support their mission of serving Alaskans fairly and effectively.

Kate sums it up best: 

“This experience has been about more than just learning—it’s changed how we approach our work every day.”

Curious about how you and your team can embark on a similar journey of growth and collaboration with Harvard Online? Explore our courses or contact us today to take the first step!