“What fills my cup the most is helping people feel seen, supported, and set up for success.”
We’re an interconnected nationwide team, but we each have our own reasons for being passionate about the work we do. This month, get to know Crystal Phillips, HR Administrator in our Deland office.
What’s your background and how did you end up at Kittelson?
I started out in the Army National Guard as a 42A (Human Resources Specialist) when I was 17, which gave me my first real exposure to HR and taught me discipline, teamwork, and how to serve others well. After a medical discharge, I transitioned to Parks & Rec, where I taught kids about Timucuan history, ran after-school and summer camps for low-income families, and worked as a lifeguard. Those early roles showed me how much I love serving and leading others.
I spent the next 11 years in healthcare HR, most recently with AdventHealth, where I built a strong foundation in compliance, benefits, and supporting large teams. I loved the mission-driven nature of healthcare, but over time I started to feel like I had hit a ceiling. I wanted to grow and take on more strategic, people-focused work, and I realized that was not going to be possible in that environment.
When I began looking for my next step, I knew I wanted a smaller organization where I could make a real impact. I wanted HR to be about shaping culture and helping people thrive, not just about compliance. From my very first conversations with Kittelson, I could tell this was that kind of place. People are at the center of every decision here, and I knew I wanted to be part of that.
How do you typically spend your time away from work?
Outside of work, life is not just full—its joyful. My husband and I have two kids adopted from foster care, our daughter who is 15 and our son who is 4, plus a foster baby who has been with us since infancy. We also share our home with two cats, two dogs, and three chickens, so there is never a dull moment.
I spend a lot of my time serving our community. My husband and I have been foster parents since 2018, and I am the director of a family advocacy ministry that supports foster families, helps strengthen retention rates for case managers, and works to stabilize biological families to prevent removals. I also lead a 6th-grade small group at my church, volunteer on the tech team running lights, broadcast, and sound, and lead our worship team care group, where I check in on volunteers and come alongside them to encourage and support them.
As a family, we enjoy being outdoors together, whether it is bike rides, exploring nature trails, or spending time at the beach. I also love exploring new places and finding opportunities to learn. I am always engaged in continued education, whether through reading, taking courses, or listening to podcasts that help me grow personally and professionally. When I get quiet time, I love to read, work out, crochet, and plan my next creative project (I always seem to have one going!)
Which aspects of your role feel most rewarding or impactful?
What fills my cup the most is helping people feel seen, supported, and set up for success. I love those moments when something finally clicks for someone—when a process makes sense, a training gives them confidence, or they feel equipped to handle a situation that used to feel overwhelming.
I also enjoy solving problems that make life easier for everyone. When we can take something complicated and make it clear and simple, it feels like a win for the whole company. Knowing that my work can remove roadblocks (pun intended) and help people focus on doing what they do best is incredibly rewarding.
What key skills are most critical for excelling in your role?
For me, the most important skill is a people-first mindset. Every decision we make touches real lives, so I try to approach each situation with empathy and humanity.
Listening is also essential. I want people to feel heard and supported, even when the next step is just figuring things out together. Emotional intelligence helps me pick up on what might not be said out loud so we can get to the heart of the issue.
Clear, approachable communication is another big one. My job often involves taking complex topics and making them simple, so employees can feel confident making decisions without feeling overwhelmed.
Problem-solving and creativity are vital because there is no one-size-fits-all answer. I enjoy finding solutions that meet people where they are and work well for the whole firm.
Adaptability is huge. Things change quickly, and staying calm and steady helps others feel secure even when circumstances are shifting.
Above all, having a heart for service ties it all together. Our work should always be outward focused and for the betterment of those around us, not a means of personal fulfillment (even if that is a byproduct!).
What’s one misconception about HR that you wish more people understood?
There are so many myths about HR—that we just hire and fire, that we only show up when something is wrong, or that our job is to say “no” and enforce rules. In reality, HR is one of the most people-centered and creative parts of a company! I think of HR as fun, loving, and supportive; a place where our people can ask questions, get help navigating challenges, and feel empowered to grow. It is also strategic. We look at the bigger picture, connect dots across the company, and find ways to make the employee experience better for everyone. At its heart, HR is about helping people thrive. When we do our work well, it builds trust, strengthens culture, and makes the company a place where people genuinely want to be.
Fast Lane Facts:
If you had an extra hour in your day, how would you spend it?
I would finally learn to play an instrument! I would also love to join a horseback riding group, spend time volunteering at local farms caring for animals, explore nearby waterways by kayak, or finally figure out gardening.
What’s the most rewarding part of your work?
For me, it is not just the work, it is the people I get to work with. The most rewarding part of my job is the chance to make a lasting impact on someone’s life, not just as an employee but as a person.
Best career advice you’ve ever received?
“Train people well enough so they can leave but treat them well enough so they don’t want to.”
What’s next on your professional growth list?
Next, I am focused on expanding my expertise in compensation and benefits by earning the CCP (Certified Compensation Professional) and CBP (Certified Benefits Professional) designations. I am also preparing to lead a conference session in the near future, which feels like an exciting way to share what we are building here at Kittelson and learn from others in our industry.