Diane M Shook, MBA, SPHR, SHRM-SCP

dmshook@cox.com
602-571-2814

Tempe AZ 85284-1750

Summary

Human Resources professional with 25 years of leadership in public sector and 5 years
in private sector. Visionary strategic thinker, team builder, change agent, with an
outstanding ability to communicate persuasively within all levels of the organization.

Areas of
Expertise

Employee Relations, Internal

Investigations, Legal Compliance

Strategic Planning and Problem Solving

Employee Communications

Facilitation and Training

Experience

Human Resources Strategies and Processes

Organizational & Employee Development

including facilitation for continuous process
improvement and change management

Executive, Individual, and Team Coaching

Correctional Health Services Maricopa County

2010-2015

HR Manager
Effected significant cultural change increasing employee engagement
and retention. Led all human resources processes for approximately 500

healthcare employees working within the Maricopa County Jail system. Handled
complex employee relations cases and investigations. Ensured compliance with
requirements of court judgments/lawsuits. Responded to EEOC complaints.
Worked with County Attorney on employment law cases when necessary.
Correctional Health Services Maricopa County

2008-2010

HR Consultant
Facilitated 2 one day retreats for the Executive Management Team focused on
building trust and breaking down silos. Improved employee satisfaction scores,
as measured by annual survey, over a 3 year period on consistent application of
personnel policy and disciplinary action appropriate to circumstances.
Correctional Health Services had approximately 400 employees working in 9 jail
healthcare facilities. Led and managed of all human resources processes; the
education unit; the quality and utilization management unit; the medical records
unit; and the information technology, legal, risk, and clinic liaisons. Led
electronic medical record preparation and IT upgrades projects; ensured
compliance readiness for national accreditation; acted as liaison with CHS critics
such as ACLU, Valley Interfaith Project, and news media.
AHCCCS State of Arizona

2002-2008

Assistant Director responsible for Division of Human

Resources and Development (HRD)
Created organizational development unit to meet the coaching needs of
management and the developmental needs of workgroups. Led steering
committee to create and implement Virtual Office thus far moving 179
employees to work from home full-time with a documented 10 30% increase
in productivity, and reduced rates of turnover and unplanned absenteeism.
Responsible for leadership and management of all human resources processes
and systems for state agency with 1400 employees. The HRD Division had 21
employees with 7 direct reports to the Assistant Director who in turn reported
to the Director of AHCCCS. Oversaw of new Human Resource Information
System and Hiring Gateway (a web based application system) implementation.
Led staffing process improvement which reduced hiring list turnaround time
from 3 weeks down to 5/6 days. Annually administered employee satisfaction
survey and strategic responses to the survey results; agency-wide scores
improved by third survey year. Executive sponsor of the AHCCCS Diversity
Council, the AHCCCS Recognition Team, and the Wellness and Work life
Office. Led Quality Improvement Council which guided process improvement
teams across the agency.

Experience
(continued)

Department of Medical Eligibility Maricopa County

2000-2001

Employee and Organizational Resources Manager

Created interviewing, training, and follow up process to reduce turnover from
32% annually to 14% annually during a time of dramatic externally driven
change Prop 204 which moved the medically needy/medically indigent
eligibility processes to the State Department of Economic Security.
Responsible for all human resource, training, and payroll processes for approx
350 employees. Revamped new hire eligibility training to include classroom and
practical teaching, buddy system, and 30, 60, 90 day follow-up assessments.
Successfully investigated, documented, and responded to EEOC charges.
Created incentive plan to improve teamwork and productivity effectively
reduced losses caused by missing 48 hour determination criteria for Medically
Indigent/Medically Needy eligibility and 3% or less error rate.
Department of Transportation Maricopa County

1991-2000

Professional Services Division Manager, Employee Services

Branch Manager, Management Analyst progressively
responsible positions within the Department of
Transportation
Successfully improved division and department employee satisfaction scores
through improved communications and continuous process improvement
initiative. As Division Manager provided leadership to 50 55 employees
supporting the department in the areas of budget & finance, human resources,
employee development, contracts & procurement, records management and
warehouse. As Branch Manager led the 7 person unit responsible for human
resources, employee development, and internal communications for 500 +
department employees. Managed multiple department projects to accomplish
improved processes, productivity, communication, performance management,
and employee satisfaction. Using limited personnel dollars, designed a pay plan
to significantly increase wages for lower pay grade employees where turnover
was greatest without causing pay compression.
Program Review Specialist, Trip Reduction Program - Air Pollution Control
Maricopa County
Retail Management work experience detail available upon request.

Education,
Certifications,
Memberships

1989-1991

1981-1987

Senior Professional in Human Resources (SPHR)

Internal Investigations Certification 2015 by HRCertification
Certified Correctional Healthcare Professional (CCHP)
Master of Business Administration and Bachelor of Science from
Arizona State University Tempe
Certified Public Manager from ASU Advanced Public Executive
Program
FranklinCovey client facilitator for 15+ years; Achieve Global
facilitator