MyWhy: Renee M.

Our “MyWhy” series highlights stories from our PPL employees, sharing the personal motivations behind their commitment to helping others access in-home care through self-direction. Hear directly from the individuals who bring our mission to life, and be sure to check back regularly as new stories are released.

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When Renee joined PPL in 2009 as a Customer Service Representative, she had no idea how many opportunities would come her way. Sixteen years later, she’s held several roles, taken on new challenges, and helped countless consumers, providers, and colleagues along the way.  

Now as an Operations Specialist 2, Renee has seen PPL grow and evolve firsthand. Through it all, her appreciation for the company’s mission has only grown stronger. 

We caught up with Renee to learn more about her journey, what has kept her at PPL for 16 years, and the advice she’d give someone just starting their career. 

You’ve been with PPL for 16 years and held several different roles. What has kept you here all these years, and how has your perspective on PPL’s mission changed over time? 

What has kept me at PPL for 16 years is the opportunity to grow, take on new challenges, and make a difference in people’s lives.  I’ve had the chance to work in several roles, and each one has taught me something new.  When I first started, I saw my job as helping people get answers and resolving their concerns.  Over time, I began to understand the bigger picture. What we do goes beyond processing payments.  We help individuals receive the care and support they need to remain independent in their homes, while also supporting the people who provide that care.  Knowing the work we do has a real impact has given me greater appreciation for PPL’s mission. 

You mentioned helping consumers and providers in Oregon and New York. Is there a particular interaction or experience from those trips that has stayed with you? What made it memorable?  

What stands out most to me about my experiences in Oregon and New York is having the opportunity to connect directly with the individuals we serve.  When you’re working behind the scenes, it’s easy to get caught up in processes, deadlines, and daily responsibilities.  But meeting face-to-face gives you a completely different perspective.  Hearing their concerns, answering their questions, and helping them better understand the program reminded me of why our work matters.   

Those experiences made our mission more personal to me.  It wasn’t just about completing a task; it was about making someone’s experience a little easier and helping them feel supported.  

You started as a customer service representative and eventually moved into leadership and training. What did you enjoy most about mentoring employees and helping them understand the impact of their work? 

One of the things I’ve enjoyed most about being in leadership and training is watching employees grow in their confidence and abilities.  I started in CS myself, so I understand what it’s like to be new, have questions, and sometimes feel overwhelmed.  I always wanted the people I trained or mentored to understand not just how to do their jobs, but why their work matters.  Every call, every question answered, and every issue resolved can make a difference for someone who depends on our services.   

Seeing an employee go from being unsure of themselves to becoming confident, knowledgeable, and even helping others has always been one of the most rewarding parts of my career.  I’ve watched so many co-workers start in Customer Service and grow with the company and grow within the company, and that gives me joy.  

You’ve seen PPL grow and change quite a bit since 2009. What are you most proud of being part of, and what excites you about where the company is headed? 

I’m most proud of being part of a company that has continued to grow and evolve while supporting individuals who rely on home-based care.  Over the years, I’ve experienced changes in leadership, programs, processes, technology, and the way we serve our consumers and providers.  Not every change has been easy, but each one has provided opportunities to learn, adapt, and improve.  I’m also proud of the role I’ve played in helping PPL navigate those changes through training, leadership, and support. What excites me about PPL’s future is the opportunity to continue improving the experience for the people we service.   

Looking back on your 16 years at PPL, what would you tell someone who is just starting their career here? What do you hope they experience along the way? 

My advice would be to stay open to learning, embrace opportunities, and never underestimate the impact of the work you do.  I started as a CS Representative, and I never imagined all the different roles and experiences that would come my way over the last 16 years.  Don’t’ be afraid to ask questions, step outside your comfort zone, or take on something new.  Some of the best opportunities for growth came from challenges I didn’t expect.  I hope everyone starting their career at PPL gets the chance to build meaningful relationships, learn from great people, discover strengths they didn’t know they had, and find purpose in the work they do.   

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Continue reading: More MyWhy stories from PPL employees