Senior Management of Independent Living, Inc. realized it had to change and adapt to the continuing cost pressure and funding challenges from their New York State contractors. They had to adapt while serving a growing number of clients who came with increasingly complex issues. In order to do this, they needed to improve trust and develop more effective leaders at every level. Their current process and leadership methods were not robust enough to help them reach their intended goals. They needed Fearless Feedback and the Complete Performance Improvement Process to fully engage staff productivity and innovation.