Episode 39: Many Hats, One Mission

In this episode of Double Down Michigan, Executive Director Henry Williams sits down with Keesha Garrett, the Michigan Gaming Control Board’s Communications Manager, for a wide-ranging conversation about what it really takes to elevate the voice of a state regulatory agency. 

Keesha’s work at the MGCB goes far beyond press releases and social media. As the agency’s Communications Manager and Language Access Coordinator, she ensures that Michigan’s diverse communities — regardless of the language they speak — can access and understand the agency’s work. And as People and Culture Manager, she works to build a workplace where staff feel valued, supported, and connected with a shared purpose.

Together, Henry and Keesha explore how all these roles intersect — and why strong communication is at the heart of everything the MGCB does. 

Whether you’re a Michigan resident curious about how your state’s gaming industry is regulated, a gaming industry professional, or simply someone who believes that good government starts with clear and inclusive communication, this episode is for you.
 

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Transcript

Speaker 0:00

Gambling can be fun. kind of like skydiving. the thrill. the excitment. but be careful. Gambling will start to feel like skydiving without a parachute. For tips that will help keep you out of harm's way, go to don'tregretthebet.org. A message from the Michigan Gaming Control Board. Have a gambling problem. Call the problem gambling helpline at 1-800-270-7117.

Speaker 1 0:45

Hello and welcome to this episode of Double Down Michigan Podcast, where we spotlight the people and work behind the Michigan Game of Control Board. I'm Executive Director Henry Williams, and today I'm joined by someone whose work touches nearly every part of this agency. Our communications manager, Keisha Garrett. Keisha plays a key role in how we connect with the public, but her impact goes even further. Spanning language access, equity and inclusion, and our internal culture. Today we'll talk about how all those pieces come together to support our mission and better serve the people of Michigan. Welcome, Keisha.

Speaker 2 1:21

Oh, thank you, Henry. I'm glad to be here.

Speaker 1 1:24

Let's start with your journey, Keisha. How did you find your way to the Michigan Game of Control Board and what draws you to communications and state government?

Speaker 2 1:32

Wonderful. Thank you, Henry, for having me here today. I do appreciate being able to be on the podcast. I would say in my 20 years of service with the state of Michigan, my work has always been centered around the welfare of people, right? So when I thought and I saw the position as it related to communication, I'm like, communication reaches every aspect, right? And I wanted to be a part of being able to shape how internally and externally people view the Michigan Gaming Control Board. So that is what drew me to this field. And also when I think about my other roles, language access coordinator and the people and cultures manager, as you said before, it touches every area of the organization. And I wanted to be able to connect that and be able to connect with the people because, again, I love people, that's my passion. I love to help people, I love to provide people with resources and educate them. So that is what really drew me to the position.

Speaker 1 2:28

Okay, great. Keisha, you've taken on several important roles here over time: communications, language access, equity, and culture. They all connect in interesting ways. How do you describe what you do to someone outside the organization?

Speaker 2 2:44

So when people come to me and they say, So where do you work? I'm like, Well, the Michigan Gaming Control Board, and what you do? I'm like, I work with, you know, language access, people and culture. And they was like, really? I was like, yes, it's very exciting. I am a people person, I have a team, I get to work with people, and and I love what I do every day. I'm working for it with an organization that really enjoys a workplace and they really care about their people. So at first I share that, right? Because I want to set the groundwork that this is a really great place to work and it fits me in my personality. And so then I tell them, well, you know, when it comes to my the communications team, I worked with very creative people. Um, you know, they make highly creative um content, both visual and rent communications. We produce um ABC podcasts like we're here today, right? Um, we issue press releases, social media content, you know, we produce videos and we stay current on the news and the different laws that impact the gaming control board. So I feel like the team that I work on plays a vital role in educating not only the public but also internally in our stakeholders. So I share that portion, and then they're like, oh wow, that's interesting. I was like, yes, it is interesting. And so then I share with them, okay, so then another role. And they're like, really? Another role? I say, Yeah, the people and culture manager. And you know, with that role, I work with a diverse group of people, you know, that work in different divisions, and we put on culturally inclusive events, whether internally or externally, because sometimes they assist with statewide events as well. And, you know, I'm responsible for making sure that our workplace is it is inclusive and that we strengthen cultural understanding. And it was like, oh, I'm not done. I'm not done. So I keep on going, right? Because I'm I'm so passionate about my role and I want people to know and I want people to know what I do because I feel like it's very meaningful work, right? And so then I go on, I said, Well, I also am responsible for language access. And they said, Oh, share a little bit more. I said, It's about removing barriers, right? So when people come to our organization and they may speak a different language, I am responsible for ensuring that those people receive translation service or interpreters to allow them to utilize our services. So that's what I share.

Speaker 1 5:03

Okay. So as we're talking about language access, which is a big part of this agency's um communication, is ensuring that we're reaching people in a way that works for them. So you serve as a language access coordinator and people and culture manager. How do those roles intersect and why are they so important to the agency's mission?

Speaker 2 5:22

Okay, very meaningful. Yes, they do intersect. And they're both rooted in ensuring that people have equitable access. They're both rooted in making people feel included and fully engaged. So that's how they intersect with the organization. And, you know, although the audiences are different when it comes to internal versus uh internal means employees for the people and culture manager aspect, and then language access, which is more external, they're still all about making sure people feel included and have equitable services.

Speaker 1 5:56

Okay. Can you share an example of how language access or inclusive communication has made a real difference in reaching Michigan residents? Mm-hmm.

Speaker 2 6:05

I sure can. So the fact that you even asking me that question is is huge. Um, and just being able to have that conversation because a couple of years ago we wouldn't have been having this conversation. Um, I want to say in February of 2024, there were two laws that came out. Um, the Meaningful Language Access on State Service Act, and then the Meaningful Language Access Coordinator Act. And those two laws together basically make sure that each State Department has a language access coordinator and that we also are making sure that we are putting in place opportunities for people to do business with us regardless of the language that they speak. And so the fact that these things are happening, the fact that we're having this conversation, I think is uh a great strike, not only in this uh not only for our organization, but for the state as a whole. And this goes beyond gaming, right? Gaming control board, because these two laws reach every state department. And um, and I think that's huge because people, you know, Michigan is a very diverse state. There's many different languages that are spoken, and just to be able to know the top four languages that are spoken in Michigan, those are Spanish, Bengali, Chinese, and Arabic. Did we talk about that before? I don't think a lot of people talked about it before. But the fact that that is on the top of our mind and that we know that, I think it's huge. We have been very instrumental in ensuring that our vital documents um have been translated into those four top languages. Um we have made sure that our staff have been trained on um what it means for meaningful um language access, both managers and our outreach staff. We are working on cultural competency training so that when people do engage, they do know how, they'll feel comfortable when they're engaging with people who are who speak a different language and just to be able to make sure they're done they're um communicating in a way that is acceptable, right? So we're going to provide those that type of um training for our staff. We put together a um, we have an I speak card that has been distributed to all our staff so that when they're engaging with people, they can, you know, give that card to that person and say, hey, what language do you speak? And they can identify and then we can provide services, you know, translation services for those individuals or interpreter services for those individuals. So we're trying really hard to make sure that um we are being equitable in our services. And um I feel like these things that we put into place are very important in allowing um us to do business and us to be able to have people feel included when they come to our our agency.

Speaker 1 8:58

Okay, I'm just gonna have you backtrack just a little, just so our citizens understand uh what the I speak cards are. So maybe give them more of a description of what those cards represent.

Speaker 2 9:09

So the I speak cards represent multiple languages. Um and the and and what the cards are, it has all the languages that have been identified that are spoken within the state of Michigan beyond the four languages that are top four languages. And when um, say for instance myself, I engage with a customer and that person is has limited English proficiency. So they really don't speak you know English very well. So I will hand that card to them and I will ask them to you know to point on the card which language that they speak. And then when they identify the language that they speak, that gives me an opportunity to say, hey, I can if you have a moment, I can request an interpreter, you know, to come in to, you know, for us to finish this conversation, or you know, at this moment, or I can wait when we can schedule a time to have an interpreter come in and so they can be able to, you know, communicate with me.

Speaker 1 10:12

Yes, that's very beneficial. Okay, Keisha, um, you also focus internally on people and culture, which is just as important to the agency success. As people, as the people and culture manager, how do you think internal culture impacts how we serve the public?

Speaker 2 10:29

So that is that is great, right, Henry. So studies have shown that when employees feel included and they experience a true sense of belonging at work, their productivity goes up. And when productivity goes up, that means that we're serving the public a lot more efficiently and effectively. And so I think that is um very important in the role of the people and culture manager in the team. I think it's important for us to be able to um cultivate leadership that allows people to bring their whole selves to work, right? You know, and so and to be able to strengthen psychological safety across the organization. And what that means is basically allowing people to feel like it's okay to ask for help. You know, we've had conversations around like why people don't ask for help and encouraging people to ask for help because you know that that's important, you know, and to build trust and allow people to feel safe to you know to be able to ask for help. So I think that's important. And also um being able to how can I say this? Empathy. You know, having empathy is essential for both not only managers but also for employees. Um, because it helps strengthen relationships, you know, between people. You know, you can be able to empathize with people and you know try to get an understanding from a different perspective. And when you have inclusion and empathy, you know, and it starts from the top, that really rolls down.

Speaker 3 12:02

Yes.

Speaker 2 12:03

You know, and I think that's very is very helpful for the organization and it helps support our mission.

Speaker 1 12:08

Okay. And Keisha, tell me what are you most proud of when it comes to the culture you've helped build here at the Michigan Game of Control Board?

Speaker 2 12:16

Where do I start? Um, it's a lot to be proud of, Henry. You know, um, we've increased the membership of the People and Culture Leadership Team by 4%. We've strengthened, well, we strengthened our communication when it comes to people and culture by creating the People and Culture Weekly Digest. Um we've raised participation in statewide and internal cultural events from 27% in 2024 to 46% in 2025. And I think that is amazing. So engagement isn't growing. People are talking about the cultural events, they're involved. Um, we also have a book club that people, you know, participate and attend often. Um, so there is so much to be to be proud of. We have employees stepping out of their comfort zones, um, doing things that they've never done before, whether it's moderating events, contributing to statewide initiatives, writing in the digest, or just exploring new topics and perspectives. So I really do think that, you know, we've done a lot within the years that I've been here, and I'm very proud to see how engagement has grown and that um people are feeling you know seen within the workplace.

Speaker 1 13:33

Okay, great. So sometimes Keisha likes to do these fun, fast response questions. So thank you for sharing those insights with us. Um, it's been great to hear about your role and responsibilities. Um, but before we wrap up, let's shift gears for a moment and have a little fun.

Speaker 3 13:50

Okay.

Speaker 1 13:50

So folks can get to know you outside of work.

Speaker 3 13:53

Okay.

Speaker 1 13:53

All right, you ready to play along? Let's go. All right. Here we go. If you had to describe your job using one word, what would it be?

Speaker 2 14:03

Impactful.

Speaker 1 14:05

Okay. So, Keisha, you're a lifelong Michigan resident. What's one spot in our great state that someone who hasn't been should come visit and see?

Speaker 2 14:16

So I've had the opportunity to visit the sleeping bear dunes near Traverse City. It is absolutely beautiful. There is beautiful, a lot of beautiful places here in Michigan, right? We're a great and beautiful state. But when I was able to visit the sand dunes, and it was beautiful, but then the historical meaning behind it, um, when it comes to like the Native American culture, I'm always looking for meaningful opportunities. So it was a beautiful experience and it was a culturally enriching experience. So I would say the sleeping bear dunes.

Speaker 1 14:51

Okay, so since you were in Travis City, did you get a jar of cherry butter?

Speaker 3 14:56

I did not. You did not.

Speaker 1 15:00

All right. So if you visit Michigan, you're in the Travis City area, please get a jar of cherry butter. Okay. Um, Keisha, if you weren't working in public service, what's a completely different career you might have pursued?

Speaker 2 15:15

I would be a genealogist.

Speaker 1 15:17

Really?

unknown 15:17

Mm-hmm.

Speaker 1 15:18

Why that?

Speaker 2 15:19

I love people. I love history. I I mean, I I still feel like it's connected to people and helping people, right?

Speaker 3 15:26

Yeah.

Speaker 2 15:27

Um, I really feel like people, um, if you, you know, understand your past, where you come from, it allows you to understand the present and it helps you forge your future. So um I really feel like knowing where you come from is important, and I want to be a part of that. So I love genealogy research.

Speaker 1 15:47

Okay, great. Well, Keisha, this has been a great conversation. What really stands out is how all these roles work together toward the same goal of making sure people can access, understand, and trust what we do. Thank you for sharing your perspective, and thanks to everyone listening to Double Down Michigan. Until next time, play it smart, play responsibly, and we'll see you on the next episode. Thank you, teacher.

Speaker 2 16:14

Thank you, Henry.