My Scope of Practice: Profiting from Giving

We make a living by what we get, but we make a life by what we give. — Winston Churchill

     Nancy Muller, MBA, is the Executive Director of the National Association For Continence (NAFC). She was elected to its Board of Directors in1996, asked to become the Executive Director in a part-time capacity in 2000 (while also managing a group of medical practices providing nutritional counseling), and 3 years later became a full-time NAFC employee. With her impressive background in business and nearly 25 years in finance, corporate planning, and marketing, she is well-equipped for the various duties of managing a national not-for-profit organization.

     The NAFC occupies an historic house in Charleston, SC. Nancy says the talented, highly motivated, energetic, well-educated staff is dedicated to the mission of providing public health education and serving as advocates for persons with bladder and bowel control problems and related pelvic floor disorders. Nancy attributes part of the Association’s success to the warmth of the work environment —fireplaces in every office, wood plank floors, and lots of windows bringing sunshine into the workplace.

     On a daily basis, Nancy is required to draw on all of her skill sets acquired both through her MBA education and subsequent doctoral studies in health services research, in addition to the experience garnered through managing people and launching new products and initiatives. Nancy attests that her past experience prepared her for her current position. “My business background has given me a first-hand understanding of the perspective of industry partners who are important sponsors of the NAFC’s projects, as well as the interests of healthcare providers who also support our work,” she says. 

    Reflecting on her responsibilities, Nancy says, “No two days are ever alike. This is the best job I have ever had. On the one hand, I enjoy being intellectually stimulated by both the challenges of the healthcare delivery system and the constant change occurring because of new technology, new policies, and directives—that is, new opportunities. On the other hand, I have the joy of touching and improving the lives of individuals by imparting knowledge, new hope, and actionable information through our literature, our website (www.nafc.org), and our communications.” (Please see “Fact or Fiction” for some interesting incontinence-related information from Nancy.)

     Despite the satisfaction she experiences at work, Nancy sees resource limitations as her greatest challenge. “At the NAFC, we’re always trying to do more with less, always searching for new tools or vehicles to reach more lives and bring more change for the better,” she says.

     Over the past few years, Nancy has seen the work environment grow more complex and demanding. “There is more I need to know and understand, whether relevant to the technology of medical science and research or the technology of communications,” she says. “The work environment is changing at a faster rate, so I have to be more adaptable, more responsive to signs of change.”

    Nancy is proud of her patient success stories. Her favorite: The husband of a 55-year-old woman with multiple sclerosis once spoke to Nancy about evolving technologies, clinical trials, and other current research of interest. He went on to say, “The most important service the NAFC provides to people in this situation is to give them hope.” Nancy carries that inspirational thought with her in virtually all she does and undertakes.

     Outside of work demands, Nancy reads. Should you drop by Nancy’s for an afternoon latte, you will find all of Michael Porter’s books on strategy, a book on living in Amsterdam (her home with her family for 4 years), and a book on the history of Kiawah Island (where she and her family live today). There are also numerous art history books, scores of cookbooks, and, her first love, French literature. 

     Nancy has not only gained substantial professional experience over the years, but she’s also been fortunate to take home some valuable life lessons. “My work has taught me to be generous in sharing what I know or can do,” she says. “It’s important to celebrate the accomplishments and contributions of others and to invite everyone into the tent. Surround yourself with smart, loving, capable, high-energy people. Always protect your credibility, integrity, and reputation – our most precious asset— both as individuals and as an organization.”

     Nancy offers words of wisdom for persons considering the not-for-profit arena. “Those who choose to work for a nonprofit will undoubtedly touch lives, change lives, and interact with a wide diversity of individuals who experience symptoms for a variety of different reasons,” she says. “There’s no better place to learn about all facets of the healthcare delivery system.”

     Looking ahead, Nancy would like to devote more time to teaching so she can share what she’s learned with others to help them avoid the pitfalls of organizational management and to encourage younger generations to work in the not-for-profit sector. Highly knowledgeable, personable, and dedicated, Nancy Muller is making a difference in her scope of practice.

This article was not subject to the Ostomy Wound Management peer-review process.