CQL is thrilled to continue our Monthly Staff Spotlight series! This is a chance for us to highlight our staff members and for you to learn about our team. For our April article, we’re featuring Crystal Hicks, CQL Quality Enhancement Specialist.
Kristen Baughman, CQL Partner Engagement Coordinator, shared some kind words upon nominating Crystal. “I would love to nominate Crystal Hicks as a fabulous part-time CQL staff! She is extremely knowledgeable about the Basic Assurances® as well as the Personal Outcome Measures®. She is a wonderful teammate to have on accreditations due to her wide breadth of knowledge and experience, particularly in the Early Intervention and Mental Health areas.” Kristen continued ecstatically, “She has a fantastic understanding of innovative technologies being used to support people and gives tangible real-life examples which are extremely relatable for organizations. She also has a fabulous personality that resonates with organizations and we are lucky to have her on the CQL team!”
We’ve asked Crystal a series of questions about her history, background, experiences with CQL, as well as some questions to get to know her better.
What is your position at CQL and what does that role encompass?
In my role as a Quality Enhancement Specialist (QES), I work alongside organizations to strengthen the quality of the supports they provide. My work includes conducting accreditation reviews, engaging in conversations with staff and people receiving services, and evaluating how systems function in day-to-day practice. I focus on ensuring that supports promote dignity, protect rights, and lead to meaningful outcomes.
I value the opportunity to partner with teams to recognize strengths, identify opportunities for growth, and provide guidance that supports continuous improvement.
Why did you decide to get involved in the human services field?
I began my career in 1998 as a Direct Support Professional (DSP), initially just looking for a job, but quickly realizing how meaningful the work was. Building relationships with the people I supported had a lasting impact on me and shaped both my passion and values. At the time, I never imagined this path would lead me to where I am today.
As I grew in my career, I was drawn to case management because it allowed me to advocate on a broader level and support quality service delivery. Over time, I realized this work is more than a career—it is a calling. Seeing the impact of person-centered support continues to reinforce why this work matters and motivates me to help create systems where people are respected, empowered, and included.
What is your professional history, background, and experience?
While working at Emory Valley Center, I earned my Bachelor’s degree in Organizational Management and moved into Quality Assurance, where I was introduced to the work of CQL. I supported my organization through accreditation in 2014, which deepened my understanding of quality systems and person-centered practices.
I later advanced into a leadership role as Vice President of Operations and earned my Master’s degree in Organizational Training and Performance Management. In 2021, I began working with CQL as a Quality Enhancement Specialist, where I now partner with organizations to strengthen services and promote meaningful outcomes for people receiving support.
What are skills you have that help you in your work?
- Relationship-Building
- Critical Thinking
- Communication
Is there anything you would like to share about yourself personally?
I live in Jacksboro, Tennessee, a small town with a close-knit, welcoming feel. I have an amazing husband, two beautiful daughters (ages 25 and 18), and a Siamese cat who keeps things interesting. Family is very important to me, and I enjoy spending as much time together as possible. We love traveling, and one of our favorite places to visit is Destin, Florida, where we can relax, enjoy the sunshine, and simply be together.
CQL Lightning Round!
You’re stranded alone on a desert island and have 3 books to keep you company. Which books are you reading until you’re rescued?
I would bring anything by Freida McFadden. I enjoy psychological thrillers and can read these on repeat!
If you could choose one superpower, what would it be?
The power to naturally adjust to any setting, whether it is heat or cold, all without discomfort.
Name one thing on your bucket list.
Whale watching! 🐳 I went on a whale watch tour in San Diego on a day when there were no whale sightings and still want to see them!
Sweet or savory?
Sweet — I love chocolate cake with chocolate icing!
You have to pick a song at karaoke, what song do you choose?
Not a chance- There is absolutely no one who wants to hear me sing
Describe one trick you use to stay productive.
A simple to do list is my best tool 📋
Would you rather be the funniest or smartest person in the room? Why?
Funniest! Humor has a way of bringing people together, easing tension, and creating connection. Another bonus is I love to laugh!
What is the first concert that you ever attended?
I am not sure if it was my very first concert, but it was definitely the most memorable. It was a Dierks Bentley concert held in the local high school parking lot!
Who is a person that inspires you (famous or non)? Why?
My girls are the ones who inspire me the most. Through them, I see the world in a different way.
Name the TV show you could have on repeat 24/7, 365 days a year.
The Office, is there anything else???
What is the best piece of advice you have ever been given or read?
This is my favorite quote by Maya Angelou: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
What was your first job?
Disc Jockey at a AM Radio station 💿
When you were a child, what did you want to be when you grew up?
A teacher!
What three words would your family/friends use to describe you?
Driven, Confident, Leader
If you could only eat one food for a full week, what would it be?
Grapes 🍇😋
How many US states/territories have you been to? Which state was the most memorable?
32! New York City is my favorite to visit and my favorite to leave it is so BUSY! 🤪
How many countries have you been to? Which one do you always recommend people visit?
3! Canada is beautiful 🇨🇦
You are suddenly turned into a fruit or vegetable, what did you turn into? Why?
I would be asparagus — because while it may not be everyone’s favorite, it is good for you and brings value in its own way.
What is the most embarrassing fashion trend you used to rock? Describe your best outfit.
Tight-rolling the bottoms of my jeans. I am not sure how this was at all fashionable!
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About CQL | The Council on Quality and Leadership
Since 1969, CQL | The Council on Quality and Leadership has been a leader in working with human service organizations and systems to continuously define, measure, and improve quality of life and quality of services for youth, adults, and older adults with intellectual and developmental disabilities, and psychiatric disabilities. CQL offers accreditation, training, certification, research, and consultation services to agencies that share our vision of dignity, opportunity, and community for all people.
Crystal Hicks: April Monthly Staff Spotlight