Navigating Challenge and Change:
Two Lessons in Leadership
25
WE
asked two alumni of the LeadingAge
New York IGNITE Leadership
Academy to share their leadership experiences
with us as they relate to the ever-changing, ever-
challenging field of long term care. The first is a
story of resident engagement, a key area of focus
for success highlighted in Resident Engagement:
A Priority for Tomorrow’s Life Plan Community by
Holleran. The second story is about leading through
change—which seems to be the only constant in
our field these days. The stories from these rising
stars will surely resonate with other long term
care and aging services professionals, and their
learning may offer a spark of an idea of inspiration.
Jessica Florio, LNHA, MHA, is the
administrator of Wesley Health
Care Center, a 342-bed skilled
nursing facility located in Saratoga
Springs, NY. She is a graduate of
the IGNITE Leadership Academy
2017-18 class.
Your Action Learning Project of creating a
Resident Leadership Committee focused on resident
engagement, which is a critical indicator for
success in long term care. How have you and your
organization been impacted by the project thus far?
Wesley Health Care Center places great value on the
engagement of its residents to enhance their quality
of life and achieve meaningful resident participation
within our community. To do this, our Resident
Council has been restructured to enhance resident
engagement and identify leadership skills among
participating residents. We work with the council
in an interactive manner to identify challenges and
problem-solve together with our interdisciplinary
team. Residents in the group who had interest in
leading and being a voice for their building were
approached for additional leadership responsibilities,
and these residents meet regularly with
administration. These resident leaders can participate
on performance improvement project teams to provide
new perspectives and solutions on customer service
challenges and process breakdown. Resident members
of the committee have become trusted partners in
offering creative operational, customer service and
individualized initiatives within our campus. The
ultimate goal is for us to implement resident-driven
solutions that best fit their wants and needs.
How did the IGNITE Leadership Academy shape you
as a leader in this effort?
As a graduate of the IGNITE Leadership Academy,
my point of view has shifted as a leader. I have a
greater appreciation of the importance of engaging
residents in the decision-making process. These
residents have offered great insight into the phrase
‘do nothing about me without me.’ We look to the
interdisciplinary team to solve the many challenges
that arise in our field. To truly understand the
effect that the problem has on resident life and
develop a promising resolution, a leader must
step back and allow the residents to lead the way.
Michele Gordon, RN, LNHA, is the
administrator of UHS Senior Living
at Ideal in Endicott, NY. She is a
graduate of the IGNITE Leadership
Academy 2017-18 class.
Change is a constant in long term
care and aging services today. Successfully leading
your staff through major changes can be difficult.
How did the IGNITE Leadership Academy help you
navigate change in your organization?
Healthcare is a dynamic field
– particularly long term
care, which is changing
faster than ever.
Our regulatory
environment,
payment
Adviser a publication of LeadingAge New York | Fall 2018