Q3 Update: A Serving of Thanks

LSS’ third quarter of 2019 continued to see progress on our objectives.

As noted in the previous quarter’s update the new Assisted Living Pricing Model rollout of the Expanded Care Service Plans to prospects and future residents took place over the summer. The rollout was a success. This is thanks to all the work that was done ahead of time by the project team, which was awarded the Excellence in Service Award from LeadingAge Missouri.

Tracy Kelley, Health Services Counselor at Laclede Groves, has had a very positive response from the new Assisted Living Model.

“It is nice to offer this as an option when touring families,” said Tracy. “Families also appreciate the fact that this may enable their loved one to stay in their Assisted Living apartment longer.”

Angi Pettis, Director of Health Services at Meramec Bluffs, and Matt Schleicher, Director of Marketing and Sales at Meridian Village, have had similar experiences. Family members who are already working with their loved ones to move really appreciate the Expanded Care Service Plans.

The next step in this rollout will be sharing the Expanded Care Service Plans and pricing model with residents. This will take place on January 1, 2020.

The major initiative for LSS is Workforce Excellence, which is focused on making LSS the employer of choice. This is a large undertaking that will take more than one year to accomplish.

To make this objective more manageable, it has been broken up into several tactical projects:

·         Determining the best opportunities for improving compensation, benefits, and other programs

·         Identifying creative solutions to improve work-life balance for LSS employees.

·         Fine-tuning recruitment efforts to bring in the best CNAs to uphold our value of service excellence.

·         Improving the volunteer experience and administration of volunteers.

·         Reviewing the current scheduling processes and creating best practices to use across the organization to improve efficiencies.

·         Evaluating the current recruitment process to improve the speed and ease of hiring staff.

There are a few areas where we have had some wins this quarter. The first is in scheduling. The team has narrowed down options for new scheduling software and plan to select one for implementation starting in 2020.

Key insights into our workforce have been uncovered through data analysis. This includes identifying which groups are experiencing the most turnover and finding some reasons for that turnover.

The project team is also determining how to best collect employee feedback. The goal of this is to find out how LSS employees want to be recognized and rewarded for all the work they do.

As it is the season of Thanksgiving, several LSS residents have shared their thanks for LSS. Watch the full report to hear thanks via video from Concordia Village, Heisinger Bluffs, Richmond Terrace, and the Village at Mackenzie Place.