Meet Our 2025 ESPRIT Award Winner: Joslene Catnott

For Joslene Catnott, handling difficult situations is all in a day’s work. As a Supervisor in Contact Center Shared Services (CCSS), Joslene, who’s been with VNS Health for 18 years, has built a reputation as someone who is there for her colleagues—even when she’s off the clock.

Here’s an example: One evening, while out with her daughter, a CCSS agent who reports up to Joslene reached out to her urgently with an angry Health Plans member on the line. Joslene didn’t hesitate—she used our Core Value of Empathy to help defuse the member’s anger.

Joslene’s colleagues praise her for her empathy, integrity and authenticity, describing her as patient, caring, fair, and “most of all, genuine.” For Joslene, being approachable is a key part of her job. “I listen to my team,” she says. “They trust me enough to come to me and ask questions, which I take pride in as a leader.” If mistakes happen—hers or her team’s—she schedules training sessions to address them in a positive way. “That way, we can all be accountable,” a team member notes.

Colleagues marvel at how she manages it all—supporting new CCSS agents, seasoned agents, and even agents who aren’t her reports but need answers. She responds to everyone. And when escalations require contacting other departments, her coworkers “know just who to call: Joslene,” says another colleague. “I can send her anything, and I’m guaranteed she’ll know who to connect with and how to get it done.”