CEO Fresh Take: Achieving Walt Disney-Level Customer Service

Is Lutheran Homes of South Carolina (LHSC) CEO Frank Shepke trying to be Walt Disney? Well, you could sort of say that. Since joining Irmo, South Carolina-based LHSC in February 2015, Shepke has made it one of his goals to guarantee the customer service LHSC provides is worthy of “five stars,” emulating the customer service programs […]

Why Watermark Communities Are Bankrolling Local Kids

Intergenerational programs among senior housing communities are a popular hit with residents and surrounding communities, providing benefits in many ways and taking shape in several forms. One senior housing provider is opening up about the way it funds and runs its efforts to support local kids, and what the company and its residents gain from it. Watermark […]

Senior Living Providers Reap Rewards by Engaging Workers

There’s a shift happening in senior housing. While being focused on residents is undoubtedly a hallmark of successful senior housing operations, signs suggest that more businesses are focusing on their employees to boost resident satisfaction and bottom-line results. Senior housing operators already understand there’s a trickle-down effect from staff to residents that can measurably improve […]

For Senior Living Non-Profits, Not All Boards Are Equal

Senior living communities are not alike when it comes to board activities, according to a recent survey released by specialty investment bank Ziegler. Ziegler’s December CFO Hotline poll covered board meetings and activities, measuring how nearly 260 not-for-profit senior living organizations from around the country manage board-related activities. The survey looked at both single- and multi-site […]

CEO Fresh Take: Embracing Seniors’ Aging-in-Place Dreams

Lutheran Homes Society CEO Rick Marshall knows most seniors want to age in place, but he doesn’t let that scare him. Instead, Marshall, who took the helm at the Toledo, Ohio-based senior housing provider in February, is working to make sure his residents can stay wherever they want to, longer—while also keeping the organization’s bottom […]

CEO Fresh Take: How Nonprofits Should Use Their Competitive Advantages

Luther Manor President and CEO Stephanie Chedid is excited. Since her appointment as head honcho last January, Chedid has seen first-hand the passion her employees and residents share for Luther Manor. The organization is based in in the western Milwaukee suburb of Wauwatosa, Wisconsin, and spread across three nearby campuses, offering the full continuum of care […]

CEO Fresh Take: How ACTS Invests Big in Both People, Property

ACTS Retirement-Life Communities is in the midst of a $300 million project to revamp its CCRCs—but the company’s strongest investments might be in a different area. While he acknowledges how important the facility upgrades are, ACTS CEO J. Mark Vanderbeck speaks especially forcefully about the nonprofit provider’s commitment to its workers. Cultivating satisfaction and longevity at every level […]

CEO Fresh Take: Why CCRCs Need to Turn Competitors Into Allies

It’ll take more than a name change to keep continuing care retirement communities (CCRCs) successful—or even in existence—in the future. At least, that’s the impression one gets from speaking with a leader in the industry—Doug Leidig, who became president and CEO of Asbury Communities Inc. in June 2015. Asbury’s six communities—in Maryland, Pennsylvania and Oklahoma—together […]

CEO Fresh Take: Improving the Bottom Line with ‘Gatorade Philosophy’

How do you turn around a senior living company facing nearly $3 million in net operating losses, with one of its CCRCs still recovering from a high-profile bankruptcy? Virginia Baptist Homes’ new president and CEO, Jonathan R. Cook, has helped right the ship by putting forward concrete goals and focusing on the block-and-tackle changes needed […]

Is the New Name for CCRCs a Winner?

From here on out, continuing care retirement communities may be called “Life Plan Communities” — or not. The new term emerged out of a lengthy process spearheaded by LeadingAge and Mather LifeWays, which revealed shortcomings in the “CCRC” terminology. Still, even leaders of the project admit that there’s no telling whether the newly proposed alternative will have staying power. The […]