Through vision, leadership, and creativity, Salisbury University's Blackwell Library transformed its access services department structurally and philosophically to better position itself to meet, and strive to exceed, today's user needs and expectations. Restructuring and the introduction of new leadership and new ideas provided the foundation for creating a more open and collaborative problem-solving environment. New services and models were introduced based on various user feedback channels and staff initiatives, producing a department better equipped to not only manage, but to proactively engage with the one constant of change that is universal among today's academic libraries.