Servant Leadership at Work with Andrew Parker, Founder and CEO, Papa

In my new series, "Servant Leadership at Work," I connect with business leaders, CEOs and founders of organizations about what servant leadership and?leading a mission-driven organization means to them – in terms of vision and in practical terms.?

For the first Q&A, I spotlight Andrew Parker , Founder and CEO of Papa , an organization dedicated to companionship and support for seniors to ensure they do not feel alone in the world.

Q: What does servant leadership mean to you??

A: There’s no one formula for good leadership, but servant leadership has all the ingredients that matter to me. It’s about serving people – not managing; listening to and lifting team members up – not directing down. Being a conductor, while others play the symphony.?

Robert K. Greenleaf coined the term “servant leadership” in his seminal 1970 essay, "The Servant as Leader,” which began:

“Servant and leader - can these two roles be fused in one real person, in all levels of status or calling? … My sense of the present leads me to say yes to both questions.”

I echo his “yes.” This is especially true in health and health care. We interact with people at some of their most vulnerable moments, and should take our cue from them.?

Servant leadership is at the heart of Papa's mission – to create a new kind of care, built on human connection –? and why we've been able to develop a strong sense of trust among our members.?

We're here to help people how and when they need it – whether it's a drive to the grocery store, a walk in the park, or just listening when someone is bearing the weight of the world on their shoulders. That kind of support requires a nuanced, flexible and person-centered approach. It’s not about us. It’s about them.?

Q: Has the definition changed over time for you? If so, how??

A: Over the last few years, I’ve watched my parents age. I’ve grown a company where hundreds of people spend their days, and thousands of Papa Pals care for millions of members – these experiences have only made servant leadership more central and critical to me and to my role as CEO of Papa.?

One recent moment stands out: In our home state of Florida, Papa Pals helped members prepare for and clean up after the Hurricane Ian. Reading through messages of support, our members shared that our Papa Pals served as “a true friend” and “a blessing.”?

This is our mission made true.?

Stories like these reinforce Papa’s role as the connective tissue in the homes of families, enabling people to do things they wouldn't – or couldn’t – be able to do on their own.?

Through it all, it’s paramount to keep in mind that servant leadership not only takes on many different forms, it requires us to be there on a consistent basis – to listen and to learn.?

Q: How do you practice this principle in your work at Papa?

A: Servant leadership manifests in our mission and vision. Hundreds of Papa people work together each day in pursuit of a world where no one has to go it alone. It starts at the top – by creating a structure that empowers people to find fulfillment in their work through the difference they make in other people’s lives.

I can only be a leader, and we as Papa can only be a leader, if we think about all the people we’re serving and the bold vision we have as our North Star.?

This comes to life for me in different ways:

• For our members: I regularly visit with Papa members as a Papa Pal myself. For any leader to be effective, they have to immerse themselves in the experiences of their employees and clients to understand their reality. For example, I recently helped a gentleman and his wife renew their passports so they could visit their family in Bolivia.
• For our people: I try to meet every new full-time Papa employee during new-hire orientation. I work to recognize the contributions of the team and ensure everyone has the support they need.?
• For our business: I make decisions by listening – to our Papa Pals, to our partners and to the members. We regularly comb through employee engagement survey results and NPS surveys and use those to guide our way forward.?
• For our communities: Just last week we celebrated our first-ever Be a Pal Week – a call to come together when the world is seemingly pulling us further and further apart. Throughout the week, we encouraged Papa employees, Papa Pals, partners and friends to volunteer or complete small yet meaningful gestures to “be a pal” to others. To support this aim, we designed a Pal Pack, complete with fun games and activities to build connection.?

Q: How does it manifest itself in your life outside of work??

A: I do my best to live Papa’s commitment to serve others and reclaim community in everyday life by taking off social blinders, and looking up versus down as I move throughout my days. I try to recognize others, spread kindness, and offer the vital social support we all need to be well.

Q: Who do you look up to in terms of servant leadership??

A: I admire my leadership team, chief among them my co-founder, Alfredo Vaamonde, and also our executive team. I learn so much from them every day as they not only deliver exceptional value to Papa’s customers, members, and Papa Pals – but they are model servant leaders.?

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