Command Chaos: A Case Study in Toxic Incompetence - Anonymous employee eLuma Employee Review

Deliberate changes made by new leadership: There have been many intentional changes made over the last year to address strained internal relationships that existed when new leadership arrived. First, we implemented a new performance management system that balances culture/values (“how we work”) and achievement of business goals (“what we accomplish”). Second, we restructured key external facing teams to report to a new Chief Growth Officer to improve cross-departmental, geographic collaboration. Third, we made or encouraged a number of personnel changes to improve team dynamics. As a result, eNPS improved from 28 to 57 May 2024 to May 2025. As one anonymous employee stated in the last survey: “The recent changes have brought me hope and excitement for eLuma’s future.” Understanding of customers: Nothing is more important than the success and satisfaction of those who use our tools and services, whether they be educators in public schools or virtual charters, clinicians and providers who work for schools directly or with us as contractors, or the students and families that receive the end benefit of special services. We are fortunate to have leaders who have taught in general and special education classrooms, served as public school administrators, or worked in education or healthcare industries for decades. The experience and unity of our new leadership team (5 of 15 joined in 2025) is as strong as it has ever been, and our CSAT scores remain strong. Integrity and transparency: Leaders at eLuma are expected to represent organizational values at all times, without fail. We provide multiple ways to raise concerns - public, private, and anonymous mechanisms for feedback including semi-annual management 360 reviews. The claims of "gaslighting" and "manipulation" do not reflect how our leadership operates. Our leaders are fully accessible to all employees at any time for any reason, and our employee chat platform and all-hands meetings are open and effective forums for bi-directional feedback and transparency. Certainly, organizational actions taken over the last year upended lives and careers. Change is upsetting and stressful but necessary to create a better and more successful company in pursuit of its purpose and mission. It is especially difficult when individuals who have dedicated significant time and energy over several years are no longer a fit for their role (whether by their own choosing or the company’s), but we strive to help all employees who leave to do so smoothly. We are always hopeful they land in a situation better suited for their needs and desires when it doesn’t work out for them at eLuma. The vast majority of our current employees say they are excited and grateful to be part of eLuma 2.0.