Just at like most jobs, there are some rock stars and there are slackers. NOVA is part of the state system so from a management perspective, getting rid of underperforming employees is arduous. People are promoted to positions that often don't match their skill level. There are smart people who try hard to provide good service but can be frustrated by institutional processes that don't make sense. Those people leave. Skill and education level vary. I have met very smart people who have all left their jobs because there was no room or mechanism for career advancement.
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