The true key to resident engagement is often rooted in associate engagement. We as supervisors can stand over and dictate with processes and trainings, but to truly deliver on excellence in service it is up to the employee what level of buy in and passion they will ultimately deliver. Utilizing HATS based trainings of watching for cues and meeting the needs of our residents can build the level of skill, but often incorporating the personal side of the people we serve can create a sense of buy in. Relating snapshots of our resident's lives; bringing in personal interest stories of accomplished older individuals (remember the eighty-five year old marathon runner?) can build understanding and inspiration. It is important for them to remember that it only takes one person to make a huge difference in a person's life, and that they can be that person.
Christina Bodanza | Morrison Senior Living| Director of Dining Services; Christian Rest Home