Change challenges every level of an organization.
In this episode, Stacey is joined by Carla West from the North Carolina Department of Health and Human Services and Tracy Malone of Public Knowledge® (PK). They examine how leaders can guide their teams through change while shaping a healthy organizational culture.
Through the lens of PK’s IMPACT Leadership™ methodology, they discuss how purpose-driven decision-making builds shared ownership and empowers teams. The conversation highlights how the PK IMPACT Leadership™ workshop supports leaders like Carla in modeling emotional intelligence and empathy. This structure provides the foundation for results that last beyond any single initiative or individual.
Strengthening Leadership Across Teams
Our PK IMPACT Leadership™ workshop helps agencies develop leaders who build high-trust, high-performing teams. By building self-awareness, practicing intentional communication, and making thoughtful choices, participants learn to lead with transparency. This approach helps them shape teams and cultures where people work together effectively and take ownership of their work.
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The Igniting Impact Podcast features leaders driving transformation across public systems. Each episode shares insights on leadership, teamwork, and organizational change. Hear stories offering practical ideas to help agencies strengthen collaboration and achieve lasting results.
This Episode’s Leaders
Carla West, Division Director of Human Services
Carla West serves as the Division Director for Human Services at NCDHHS. She leads efforts to deliver equitable, person-centered services that promote self-sufficiency and improve quality of life for individuals and families statewide. She oversees the strategic direction, planning, and performance of integrated human services programs across a complex system.
Carla provides executive leadership for key Economic Services Programs, including Child Support Services, Temporary Assistance for Needy Families (TANF), Low-Income Household Energy Assistance, and the State Office of Refugee Services. She also champions Continuous Quality Improvement initiatives across these programs and SNAP, while directing statewide customer service operations for child support and electronic benefits.
In addition, she oversees the Division of Aging, leading initiatives that support older adults through programs such as housing and homelessness services, the All Ages, All Stages NC Multisector Plan for Aging, and the Long-Term Care Ombudsman Program. Carla holds both a Master of Business Administration and a Bachelor of Science in Business Management from Bellevue University.
Tracy Malone, Management Consultant
Tracy brings over 25 years of experience in public child welfare, spanning roles from frontline worker and supervisor to regional and statewide director. She is a skilled leader and collaborator with expertise in child welfare reform, continuous quality improvement, and organizational change management. As a Prosci® Certified Change Practitioner, she has guided numerous agencies through complex system and practice transformations that strengthen outcomes for children and families.
Her work includes supporting state child welfare systems in performance improvement, capacity building, procurement, and strategic planning. Tracy’s background also includes years of experience in court improvement, leadership development, and workforce training to advance evidence-based practices. She holds both a bachelor’s and a master’s degree in social work.
Stacey Moss, President and CEO
For over 25 years, Stacey has contributed to government, education, and nonprofit organizations through leadership, program development, and training. She is a certified Project Management Professional (PMP) and Child Welfare Law Specialist (CWLS). Recognized as an expert in training design, leadership coaching, and organizational change management, Stacey has delivered over 200 training sessions on child welfare, procurement, and leadership. She has also managed more than 50 projects and portfolios throughout her career. Stacey earned her Juris Doctorate from the University of Wyoming and is widely known for her expertise in child welfare law, program management, and community engagement.
About the Podcast
Launched in 2023, the Igniting Impact Podcast highlights our client’s and partner’s important work. We hope that this podcast drives impactful conversations that foster connections and progress in the field. One of our core values at Public Knowledge® is Impact. We created this podcast around this fundamental principle because it is essential to our work. Impact to us means, “We approach every engagement with our energy focused on identifying the right goals, outcomes, and strategies. And we each have a personal responsibility to make a positive impact on our projects and our world.”