“I‘m just doing my job, ma’am.” Custodial versus Janitorial Leadership Names have been changed to protect the identities of the individuals in this story, but it is based on true events. Leadership is a topic everyone seems to have an opinion about, especially here and around the world. Regardless of those opinions or our differences in beliefs, core human qualities—empathy, responsibility, and dedication—remain at the heart of effective leadership. Often, these qualities are