Beyond Invisible Scars: Leading Through Change with Trust, Compassion, and Courage

Public service is about people. Yet the people who dedicate their lives to serving others are being asked to navigate increasing demands, constant change, staffing shortages, new technologies, and growing community needs. Every day, public employees encounter individuals who may be frustrated, overwhelmed, vulnerable, or simply looking for someone willing to listen and help.

As someone who grew up in public housing in Puerto Rico and built a career serving communities across Puerto Rico, New York, Florida, and Oregon, Magdianamy Carrillo-Sotomayor has learned that leadership is not about having all the answers. It is about showing up for people, especially during difficult times. It is about building trust, creating connection, and helping others move forward when the path is unclear.

This workshop explores how leaders at every level can support their teams through disruption while maintaining compassion, accountability, and a sense of purpose. Participants will reflect on how change impacts employee morale, engagement, and workplace culture, and will learn practical strategies for building resilience, strengthening trust, and creating environments where people feel valued, supported, and equipped to do their best work.

Through storytelling, guided reflection, audience participation, and a brief writing exercise, attendees will have an opportunity to connect the content to their own experiences and leadership journeys.

At its heart, this session is about recognizing that public service is carried out by human beings. When we invest in the people doing the work, when we lead with empathy, courage, and authenticity, we strengthen not only our organizations, but also the communities that depend on us every day.

Magdianamy Carrillo-Sotomayor is a Puerto Rican library manager, author, and advocate for dignity, belonging, and the transformative power of education and public service. Born and raised in the public housing communities of San Juan, Puerto Rico, her journey was shaped by adversity, resilience, and an unwavering belief that education can open doors and change lives. Through determination, hard work, and a commitment to service, she built a career dedicated to helping others feel seen, valued, and connected.

With more than two decades of experience serving communities across Puerto Rico, New York, Florida, and Oregon, Magdianamy has devoted her career to creating welcoming spaces where people from all backgrounds can learn, grow, and thrive. She holds a Bachelor's degree in Social Sciences from the University of Puerto Rico and a Master's degree in Information Science, but the work that inspires her most happens through the relationships she builds, the communities she serves, and the opportunities she creates for others.

Today, she serves as Library Manager of Shute Park Library in Hillsboro, Oregon, where she leads with compassion, emotional intelligence, and a deep commitment to public service. Her branch serves a diverse community that includes Spanish-speaking families, seniors, youth, and individuals facing poverty, trauma, and systemic barriers. She believes libraries are more than places of information; they are spaces where people find resources, connections, and a sense of belonging.

Magdianamy is also the author of Between Letters and Scars, a memoir that explores resilience, identity, healing, and the life-changing impact of education. Through her writing and speaking, she encourages others to embrace their stories, lead with authenticity, and recognize the humanity behind every workplace, every team, and every community.

At the heart of her work is a simple belief: leadership is not about authority; it is about people. It is about listening, building trust, and creating environments where others can succeed. Her message reminds us that meaningful change begins when we choose to see and value humanity in one another.

Explore her digital portfolio at sites.google.com/site/magdianamycarrillosotomayor and learn about her book at www.magdianamy.com