Feature
When Culture Matters Most
Joe Cuticelli, CEO, Sodexo Seniors North America
T
hose of us associated with senior living often receive several industry newsletters
every morning. They almost always include the latest on the hottest topic –
staffing, specifically the challenges faced in hiring, training and retaining committed
employees to care for residents.
The situation is serious; LeadingAge statistics show that the average employee turnover
at Life Plan Communities is 42 percent. National senior living research firm Holleran
conducted a study that revealed the average new employee’s “honeymoon period” lasts
about a year, Senior Housing News reported. After that, things get challenging and
retention falters.
How do communities address retention issues? One of Holleran’s findings is that it’s
important for new employees’ supervisors to demonstrate their own engagement.
“Employees usually don’t leave their organizations – they
leave their bosses,” CEO Michele Holleran told Senior
“Employees usually don’t leave their
Housing News. “When a boss is disengaged, direct reports
organizations – they leave their bosses...”
have a difficult time being fully engaged longer term.” In other
words, walk the talk.
– Michele Holleran
Holleran Community Research Engagement and Consulting
Caring for residents isn’t just a business, it’s a moral
responsibility. Families and individuals choose senior
communities that they believe will provide high quality services and safety under all
circumstances. For example, a dedicated team is critical when bad weather becomes
an issue. The massive March snowstorm shut down cities – even whole states – but
residents still needed to be cared for. This is when the time taken to build a strong
service culture of engaged employees makes all the difference for residents’ comfort
and families’ peace of mind.
During the northeast blizzard in March, Sodexo Seniors teams responded with an all-
hands-on-deck effort. Our employees walked to work in the snow, arrived early, stayed
late, and in some cases slept at work, all so that residents would be safe, warm and
well-fed even during the storm.
These team members walk the talk; they are purpose-driven employees who are
resident-focused and dedicated to improving Quality of Life. These are the kind of
employees who build a strong service culture, and we are dedicated to making them
feel valued because strengthening the resident experience in the communities we serve
benefits our clients’ businesses and market share.
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Adviser a publication of LeadingAge New York | Summer 2017