Jennifer Bornman Named Supervisor of the SWAN Helpline

In December 2024, Jennifer Bornman was promoted to Supervisor of the SWAN Helpline following the retirement of long-time leader and mentor, Jan Scherer. With more than two decades of experience in child welfare and a deep passion for adoption, Jen brings a wealth of knowledge, compassion, and dedication to this new leadership role.

Jen’s career with the Central Susquehanna Intermediate Unit (CSIU), which administers the SWAN Helpline, began in 1999 on the Healthy Baby Healthy Kids Helpline. In 2004, she joined the SWAN Helpline as a Technical Specialist, later advancing to Lead Technical Specialist in 2023. Her advancement is a testament to her professionalism, deep commitment to families, and ability to evolve alongside the needs of Pennsylvania’s child welfare system.

While Jen originally entered college with the intention of becoming a nurse, she found her true calling in social work, ultimately majoring in the field with a minor in psychology. Her passion for adoption is rooted in her own life experiences. Two of her cousins were adopted internationally, and Jen was closely involved in their upbringing. That personal connection continues to inspire her work. “Working in adoption is truly my dream job,” she says.

As Supervisor, Jen now leads the Helpline team, which includes Jamie, Megan, and Lynette—colleagues she describes as “amazing and well-rounded” professionals who consistently go above and beyond to support families. While the SWAN Helpline team works remotely, Jen emphasizes the importance of creating a supportive work environment where staff feel connected and heard. “My goal as a supervisor is to build relationships, foster open communication, and make sure our team feels a sense of togetherness,” she shares.

The SWAN Helpline has evolved significantly over the years, and Jen has witnessed much of that growth firsthand. What once focused primarily on providing basic information about foster care, adoption, and post-permanency services has expanded to include SWAN Connect, a resource that allows families to receive detailed information about children awaiting adoption. This shift has empowered families in the matching process and made Pennsylvania a national model for accessibility and responsiveness. Connected to the national program AdoptUSKids, the Helpline has become known as one of the few in the country where families can speak directly with a live person and receive real-time information.

Looking ahead, Jen sees continued growth and adaptability as essential. She emphasizes the need for SWAN Helpline staff to maintain a strong understanding of the Pennsylvania child welfare system, legislative updates, and emerging technologies. “It’s an ongoing process to stay current,” she says. “But we remain committed to supporting families and being a trusted resource in their adoption journey.”

As part of that commitment, Jen is exploring phone system enhancements that would improve both training and user experience. Features under consideration include allowing supervisors to join calls with staff for coaching purposes, as well as options for families to either stay in a call queue or leave a voicemail message.

Beyond her supervisory duties, Jen is excited to broaden her involvement across SWAN initiatives. She’s participating in management meetings, contributing to the SWAN Portal and PAE (Pennsylvania Adoption Exchange) teams, and attending matching events to further connect with the adoption community. She recently collaborated with PAE on training efforts and has joined the board of directors of the Pennsylvania State Resource Family Association, where she looks forward to deepening her engagement with resource families across the state.

As she steps into this new role, Jen remains grateful for the foundation built by her predecessor. “Jan was an incredible mentor who provided excellent training and guidance,” Jen notes. With her strong background, heartfelt dedication, and a vision for continuous improvement, Jen is well-positioned to lead the SWAN Helpline—always with a focus on families and the children they hope to welcome home.