The 24 CHAPs across VADOC — with an average of 19 years of service — were spending the bulk of their time on classification and housing unit operations rather than on the rehabilitative programmes their positions were designed to prioritise. Regional Operations Chief Gregory Holloway responded by convening Wardens, Assistant Wardens, CHAPs, and Statewide Evidence-Based Practices Managers from all three regions in a Working Dialogue held in May 2018 at the Academy of Staff Development, facilitated by Crystal Butler and Shannon Fuller. The dialogue produced four agreed objectives: restructuring the CHAP role in classification, anchoring that role to its Employee Work Profile and evidence-based practices mandate, building broader leadership understanding of what CHAPs are for, and establishing statewide consistency in how the role is defined and enacted across facilities. A follow-on work group then carried the dialogue's outcomes into structural reform. Published in The World Needs Dialogue! Four: Putting Dialogue to Work (2022), the paper stands as a documented case of Working Dialogue applied to workforce role-clarification inside a large public corrections system.