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Robin Reed with EmFluent and Eric Sperling with STN

June 2, 2023 by Karen

Robin-Reed-with-EmFluent-and-Eric-Sperling-with-STN

Robin Reed with EmFluent and Eric Sperling with STN

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The EmFluent team are trusted business advisors who provide the highest levels of applied experience, industry knowledge, expertise, and white-glove service. We engage with organizations to improve strategic and tactical execution through comprehensive workforce analytics and custom-developed solutions.

We help mission-driven companies build and unite their teams by creating a strong culture. This occurs through alignment of leadership, talent, and sales with clearly articulated strategies. Our approach is designed to strengthen and optimize their workforce while fostering high levels of engagement and increased productivity.

Robin-ReedRobin Reed’s passion for and extensive experience in business ownership and business consulting has laid the foundation for his keen ability to identify the needs of companies and its leadership, help them define and execute the actions needed to meet their financial and professional goals.

Robin has been called a “pragmatic visionary” and as an entrepreneur at heart, he has demonstrated this over his 40-year career. These experiences have led to Robin finding his next passion, which is speaking to and coaching executive by applying his ability to see what is possible and take it to the next level.

Follow EmFluent on LinkedIn, Facebook, Twitter and Instagram. STN-logo

STN is an independent media company with a vision to reimagine the local media experience as a product for social cohesion and actionable solutions.

Eric-Sperling-700x860Eric Sperling has over 25 years experience in local television. He has held producing, management and anchor positions in several TV markets and local affiliates including NBC Bay Area, NBC Sacramento, ABC Reno and CBS Phoenix.

He launched STN in 2012 under the name SPX Productions. The company was built by creating content for local business and non-profits, with the intention to one day centralize that content into a single platform for purpose driven content.

STN launched its streaming network in 2019 with shows and segments dedicated to local leadership, community growth and actionable solutions.

Follow STN on LinkedIn, Facebook, Twitter and Instagram.

Alison Rapping and Brandy Smith with Arouet E5

June 1, 2023 by Karen

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Alison Rapping and Brandy Smith with Arouet E5

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Arouet Foundation is a 501(c)(3) Arizona nonprofit corporation whose mission is to provide education assistance, workforce development and job training to women who have been involved in the justice system. In 2011, Arouet was formed to take over these activities to ensure we were reaching a broader group of women.

Arouet has proven that recidivism can be substantially reduced by more than 75%, with programs that emphasize education, job skills, and post-release work opportunities. Arouet has a goal of putting more people to work, and thereby reducing the recidivism rates. Arouet currently has a recidivism rate of under 7%.

Alison-Rapping-Deep-Impact-LeadershipAlison Rapping is CEO of the Arouet Foundation, an organization dedicated to supporting, mentoring, and training women involved in the justice system. She is also President of Alison Rapping and Associates, a strategy consulting firm that provides consultancy to community benefit organizations in the United States and Africa.

A recognized leader in the nonprofit community, she brings more than 25 years of nonprofit experience to her work. She supports nonprofits and community collaborations to be effective, innovative and well-resourced, and specializes in board development, fund development, advocacy, nonprofit management and program design and implementation.

Ms. Rapping served as CEO of the Alliance for Arizona Nonprofits, where she oversaw the successful launch of this new statewide organization focused on promoting, supporting, and serving Arizona’s nonprofit community.

She invested thirteen years of her professional career with HandsOn Greater Phoenix, a nonprofit dedicated to mobilizing volunteers and developing and managing innovative community programs. While at HOGP, she served on the National Board of Directors for HandsOn Network.

On behalf of Hands-on Network, Alison traveled to Zimbabwe, South Africa, Korea, and the Gulf Coast to support and provide organizational development and fundraising training to organizations interested in creating HandsOn Network models of service.

Ms. Rapping served as the Vice Chair for the City of Phoenix Commission on Housing and Neighborhoods and has been a member of the City of Phoenix Bond Committee, the Chair of the City of Phoenix CDGB review panel; she has also served on the board of directors for numerous community organizations.

She was named one of The Business Journal’s ‘40 Under 40’ emerging leaders. and is a graduate of Valley Leadership. Ms. Rapping received her MPA from the University of Massachusetts-Amherst.

Brandy-Smith-Deep-Impact-LeadershipBrandy Smith is a 51-year-old California native but has lived in Arizona for almost 35 years. A lifelong, untreated substance abuse problem and a list of white-collar offenses led her to 3 terms of incarceration for 15 years. She was released in 2017 and in January of 2019 finally ended a 17-year cycle caught in the criminal justice system.

Her passion for second chances and reentry make her a perfect fit to be the program and outreach manager at Arouet. She is now responsible for a comprehensive reentry program for incarcerated women to have a fighting chance to reunite with their families and communities and stop the cycle of recidivism.

As a vocal advocate for recovery (she’s celebrating 11 years clean) and sentencing reform, when she isn’t out trying to change the world, she enjoys spending time with her husband on their new boat handing out with her dogs binge watching shows on her favorite streaming sites.

Follow Arouet on LinkedIn, Facebook, Twitter and Instagram.

ABOUT Deep Impact Leadership The Art of the Connected Conversation

Negativity, sabotage, self doubt, and more are a part of cyclical thinking, leading to cyclical results. The National Science Foundation summarized a study on human thoughts per day. It is said that the average person has about 12,000 to 60,000 thoughts per day. Of those thousands of thoughts, 80% are negative, and 95% are the very DeepImpactLeadershipPodcastSquare1500x1500same repetitive thoughts as the day before.

If our minds are prone to negative and cyclical thinking, how do we move beyond this mundane programming to achieve professional and organizational success and significance?

We must master our intrapersonal and interpersonal communication. Impactful leadership requires effective communication within ourselves and with others.

This radio show and podcast is dedicated to exploring the magic in “connected conversations”. Listen in as these pros share the tips, tricks, strategies and disciplines that keep them at the top of their game day-in and day-out serving their industries at the highest levels.

About Your Host

Success. It is like a puzzle. You must have the puzzle box lid to see the big picture and know what your life, influence, income, and reach should be.

No matter if we are talking about:

  • How to take your skillset and grow it into a multi-million dollar business.
  • How to take your business brilliance and build it into lifelong influence and buying customers.
  • How to overcome those moments of overwhelm and self-sabotage (all together or at least a heck of a lot faster), so you can hit those next levels of success sooner and stronger.

Karen Nowicki has you covered.

Karen-Nowicki-Phoenix-Business-RadioX

The ultimate problem solver and solution finder, Karen’s natural perspective is understanding what you want, need, and how to make it a reality.

With advanced training and certifications in several modalities and disciplinary specialization, including: Facilitative Leadership, Organizational Development, Strategic Planning, Trauma Integration & Shadow Integration, Karen knows the business of business as well as the business of people. She will nudge you, walk alongside you, and guide you along the way.

No matter if you are building your industry influence, client relationships, or working on how to grow, scale, or accelerate your business to the next level, Karen is dedicated to helping you build your success puzzle while showing you the hidden opportunities that await.

Connect with Karen on LinkedIn, Facebook and Instagram.

Committed to Commitment to Self, Faith, Family and Focus E22

May 31, 2023 by Karen

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Committed to Commitment to Self, Faith, Family and Focus E22

There is only one version of Robert Washington, Sales Leader at Microsoft, proud father of 6, devoted husband, award-winning speaker and retired US Navy Seal and Professional Martial Artist. Robert stays committed to his commitment to keep investing in his relationship with himself, his faith, his family and his focus (his work). “’I truly care’ that’s who I am,” shares Robert.

He focuses on service to others first, because that is who he is. Also it frees him from the limited thinking that his small self, egoic mind may present him with. Robert is committed to staying centered in truth. He does so, in part by examining his thoughts. “I either control my thoughts, or they will control my actions and impact.” He questions his thoughts continuously: Is it true? Is this helpful? Where does this thought come from?

Listen to this episode of Rooted & Unwavering and explore how to become more and more centered in what we truly are, no matter our external circumstances.

Robert-Washington-Rooted-and-UnwaveringRobert Washington is a man of many roles and accomplishments. He is a devoted husband and proud father of six. As a U.S. Navy veteran, he served his country during the harrowing times of 9/11. After his military service, he showcased his competitive spirit and determination as a professional mixed martial artist.

He is also a distinguished and award-winning motivational speaker, drawing on his own life experiences to inspire others. Robert’s sales acumen and dedication have earned him recognition as a top sales executive at Microsoft. Beyond this, he is an author, inventor, and entrepreneur, consistently challenging the status quo.

Despite being born into poverty and growing up in one of America’s most dangerous cities, Robert has always embraced a growth mindset and maintained an optimistic outlook on life. These traits, along with resilience and determination, have helped him overcome his challenging beginnings.

His transformative life experience has inspired him to create the growth mindset framework, GORO. His mission is to empower others to shift their perspective from being victims of their past to becoming victors of their present and architects of their future. Robert’s story serves as an enduring testament to the power of resilience, optimism, and the indomitable human spirit.

Connect with Robert on LinkedIn.

About Rooted & Unwavering

Peace, Compassion, Wisdom, Purposefulness, Creativity and Strength come online in us when we deeply connect with the true, unwavering greatness that lives within ourselves and others.Rooted-and-Unwavering-Tile

In this podcast and radio show, Hylke Faber, seasoned transformational coach and author of the award-winning Taming Your Crocodiles series, engages in deep inquiry with leaders from all walks of life about courageously connecting with our true selves, others and the world at large.

How do we stay connected to our true selves and our greatness, especially when we are challenged? How do we rest in the heart, also when our mind keeps us restless? What becomes possible when we truly stay committed to our own and others’ best selves, also when we don’t feel it? How do we practice staying connected to our true selves, in the midst of our busy lives?

Join us and leave inspired to act on your heart’s greatness and that of the people around you.

About Our Host

Hylke-Faber-headshotFor as long as he can remember Hylke Faber has been curious about what this life is about. His ongoing inquiry has become his work: helping people individually and collectively to discover what is possible in life and express that authentically and fearlessly.

Hylke started his work life with Towers Perrin as consultant and then as Partner with Strategic Decisions Group, serving a wide range of industries, including financial services, manufacturing, consumer electronics and life sciences companies. A major shift occurred during this critical phase of his life. He had become the typical, hard-charging, 16-hours-a-day strategy consultant, and was burning out at a rapid clip.

When he discovered meditation, everything changed. He was so taken by his new discoveries that he chose to bring to business what he was learning: that there is a way we can have it all – we can be fulfilled, do work we love, and create extraordinary results with others. He thinks of it as creating a sense of ease in business.

He learned how to coach and facilitate human transformation completing his coaching certification with Newfield Network and by working at Axialent, the culture and leadership company. After a few years, he founded Co-Creation Partners together with other leaders in the field of transformation and personal development. Then he formed Constancee to help people grow by creating the conditions where deep personal, interpersonal and organizational shifts happen routinely.

He leads Growth Leaders Network, the culture and team development consultancy. He has also taught coaching at Columbia Business School Executive Education and has contributed to Harvard Business Review. He is currently teaching a course on Climate Conscious Leadership at Arizona State University. His award-winning book, Taming Your Crocodiles: Unlearn Fear & Become a True Leader, was published by Dover in 2018.

His next book, Taming Your Crocodiles Practices for Leadership Depth, came out in 2020. Besides helping others grow, which he loves, he is a trained opera singer, enjoys hiking and writing, is an avid reader, in particular of biographies, and is always in the process of growing himself. He integrates all of what he learns in his work with executives.

Connect with Hylke on LinkedIn.

About Our Sponsor

Realizing Your Greatness

We are a team of experienced facilitators and coaches dedicated to helping individuals, teams and organizations thrive by helping them recognize their innate greatness and putting it to work.

    • Executive Coaching: we work with clients individually to help them connect to their calling and use every challenge as an opportunity to help them grow more into what makes them great.
    • Team Performance: we help teams evolve to their next level of excellence, connectedness and impact by working on the root drivers of team performance.
    • Culture Development: we help organizations to evolve their culture by creating clarity about where they aspire to go, and by building role models, coaches and systems that catalyze people being energized to work the new way.
  • Key Notes: we deliver powerful speeches at conferences and other events that help audiences become energized, more connected to themselves and each other, more open to discovery and ready to commit to the next stage of learning in their career and life journeys.

Growth Leaders Network (GLN) serves Fortune 500 companies, smaller organizations and non-profits globally.

GLN clients report that we catalyze significant business transformational impact and profound shifts in people, team and organizations at the root cause level.

Learn more about the Growth Leaders network here.

Microelectronics: Tiny Technology With a Massive Impact

May 30, 2023 by Karen

Microelectronics-Tiny-Technology-With-a-Massive-Impact

Microelectronics: Tiny Technology With a Massive Impact

While small in size, microelectronic components are an increasingly important part of many industries, ranging from transportation to healthcare to aerospace and defense.

The May 2023 episode of the Arizona Technology Council’s AZTechCast podcast featured experts including Joe Cestari, executive director at Kiterocket; Travis Kelly, president and CEO of Isola Group and chairman of the Printed Circuit Board Association of America; and Monica McDade, project manager at Leonardo Electronics US – Laser Solutions.

These leaders joined Bianca Buliga, director of marketing + communications at the Arizona Technology Council, and Karen Nowicki, president and owner of Phoenix Business RadioX, in discussing the most innovative and transformative ways that companies are using microelectronics.

In this hour-long episode, the panel of three experts defined microelectronics and the many sub-categories that exist within microelectronics, including semiconductor chips, printed circuit boards and even lasers.

While many of these products seem to only exist in high-tech labs, we all unknowingly interact with microelectronics on a daily basis, whether they’re in our smart phones, cars or kitchen appliances. The everyday applications of microelectronics are paving the way for the future of many different industries, including smart cities, the internet of things (IoT) and even artificial intelligence. Isola-logo

Isola is a leader in global material sciences. They design, develop, manufacture, and qualify copper-clad laminates and dielectric prepregs used to fabricate multilayer printed circuit boards (PCBs).

Isola has manufacturing, research and development, technical support and sales teams across Asia, Europe, and the United States.

Travis-Kelly-AZ-TechCastTravis Kelly has been the Chairman and CEO of Isola Group since 2018.

Prior to that he was Senior Operating Executive and Chief Financial Officer for Cerberus Capital Management and served as a senior financial executive at Visteon Corporation.

Travis is also the Chairman of the Printed Circuit Board Association of America which was formed in 2021 to revitalize the domestic printed circuit board industry that had suffered a serious decline over the past 20 years.

Follow Isola on LinkedIn and Twitter.

LDO_Logo_Leonardo_Vertical_Red_RGB_R1

Leonardo Electronics US, Inc. is a subsidiary of Leonardo and enables next-generation technologies in defense, security, medical and industrial segments. The US-based R&D and service provide nimble product development, program, support, and vertically integrated production of laser and electronic components and systems.

Leonardo’s expertise is in a broad range of engineering disciplines, supporting system integrators from design through high-volume production to meet performance, design, environmental, and cost demands.

Headquartered in Arlington, VA, with facilities in Tucson, AZ, and Huntsville, AL, Leonardo Electronics can provide full US design, customization, production, service, and support.

Monica-McDade-AZ-TechCastMonica McDade received her B.S. in Optical Engineering from the University of Arizona, and has 10 years of industry experience.

She joined Leonardo Electronics Inc., in 2014 as Engineering Assembly Manager, and is currently serving as Project Manager.

She uses her manufacturing, sales, and supply chain background to support New Product Introduction, moving cutting edge laser diode products from prototype to production.

Follow Leonardo Electronics US on LinkedIn.

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Kiterocket advances the brands advancing the world through PR-forward communication services driven by connected category experts.

The agency’s services span brand strategy, media and influencer relations, digital marketing, social media, events, editorial, design, and content production, working in an integrated fashion to drive measurable and meaningful results.

Kiterocket prides itself on delivering exceptional ideas and execution to its clients in the technology and sustainable living sectors, earning its position as a valued partner and trusted ally. The company has offices in the historic Luhrs Tower in downtown Phoenix and in Seattle’s buzzing Ballard neighborhood.

Joe-Cestari-AZ-TechCastJoe Cestari is a motivational, visionary leader who enjoys building, developing, and coaching teams and leading cultural transformation. Joe has a genuine care and concern for people and believes business is personal.

Equally comfortable in a startup, turnaround, or large-scale existing business, Joe expects to leverage his broad base of professional experience to challenge leaders to become high achievers in business and in their personal lives.

Joe has more than 25 years of global business experience and led the establishment of multiple entities in Asia (Taiwan, Korea, Japan, Singapore, Malaysia, and China). These organizations were focused on high-purity process systems fabrication, installation, and service. Joe remains active in the high-technology market as an owner’s representative, business development executive, and strategic advisor.

Joe earned a Bachelor of Science degree in electrical and computer engineering from Baylor University and has completed graduate studies in international business and the management of technology.

Connect with Joe on LinkedIn.

About Your Hosts

Steven-ZylstraSteve Zylstra serves as president and CEO of the Arizona Technology Council, a role he assumed in 2007. He is responsible for strategy, operations, finance and policy development. Zylstra is a vocal spokesman for the value technology can provide in raising social and economic standards in Arizona.

Zylstra serves on numerous councils, committees and boards, was named “Leader of the Year, Technology,” by the Arizona Capitol Times, and “Most Admired Leader” by the Phoenix Business Journal. In addition, he was awarded an honorary doctorate of science in technology from the University of Advancing Technology in Tempe, Ariz.

Zylstra earned a bachelor’s degree in automotive engineering technology from Western Michigan University.

KarenNowickiv2Karen Nowicki is a successful author, speaker and the creator of Deep Impact Leadership™ and SoulMarks Coaching™. She is a two-time recipient of the prestigious national Choice Award® for her book and personal development retreat. Karen was crowned the first-ever “Mompreneur of the Year” Award in 2010 for the southwestern states. She was recognized for her leadership, business acumen, and work-life balance.

Karen has been an expert guest on regional TV and radio shows, including Fox Phoenix Morning Show, Sonoran Living, Good Morning Arizona, The Chat Room, and Mid-Day Arizona. She has been a regular contributor to many print and online magazines – publishing articles and blogs for business and education.

In addition to working with private coaching clients, Karen is also the Owner & President of Phoenix Business RadioX. The Business RadioX Network amplifies the voice of business – serving the Fortune 500,000, not just the Fortune 500. Phoenix Business RadioX helps local businesses and professional associations get the word out about the important work they’re doing to serve their market, profession, and community.

Of all the experiences Karen has had the privilege of participating in over her vast career, she shares that Phoenix Business RadioX is a pinnacle adventure!

Connect with Karen on LinkedIn and follow Phoenix Business RadioX on Facebook and Instagram.

bianca-buliga-aztechcastBorn in Phoenix, Arizona, Bianca Buliga is a trilingual first-generation American of Romanian ethnicity. A marketing professional with experience in both the nonprofit and for-profit sectors, Bianca currently works as Director, Marketing & Communications for the Arizona Technology Council.

Previously, Bianca worked as Marketing Communications Lead at Proctorio, a learning integrity platform that offers remote proctoring software ensuring exam integrity for learners around the world.

Bianca also worked as Senior Marketing Manager at SEED SPOT, a social impact incubator that educates, accelerates, and invests in impact-driven entrepreneurs creating market-based solutions to social problems. In January of 2020, Bianca was selected as an awardee of the Mandela Washington Reciprocal Exchange Program and traveled to the African island of Mauritius to run entrepreneurship programming for 15 impact-driven ecopreneurs on behalf of the U.S. State Department’s Bureau of Educational and Cultural Affairs.

Bianca has also completed comprehensive consulting projects for IBM, ESAN Business School, and the Peruvian government, and interned at the Arizona House of Representatives and U.S. Embassy in Bucharest, Romania.

Bianca earned her Bachelor’s degree in International Affairs from Northern Arizona University in 2014 and her Master’s degree in Global Affairs and Management from the Thunderbird School of Global Management in 2017. She is an avid reader, yogi, and world traveler always planning her next trip.

Connect with Bianca on LinkedIn.

About Our Sponsor

The Arizona Technology Council, Arizona’s only statewide organization serving the technology sector, fosters a climate of innovation to enhance technology in Arizona.

A trusted resource in strengthening Arizona’s technology industry, the Council proactively eliminates impediments that companies face, accelerates the entrepreneurial mindset in the state’s expanding innovation ecosystem, and works to create a destination for companies to be, thrive and stay.

Follow Arizona Technology Council on LinkedIn, Facebook, and Instagram.

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Ian Rush with Summit Electric Supply and Jason Haines with ISI Arizona

May 30, 2023 by Karen

Ian Rush with Summit Electric Supply and Jason Haines with ISI Arizona

Ian Rush with Summit Electric Supply and Jason Haines with ISI Arizona

Summit Electric Supply is an electrical supply company. For over 30 years they have been providing Schneider/Square D components to Electrical contractors in Arizona.

Since 2021, they have been expanding their business into the industrial automation space; providing essential components to manufacturing, distribution, and warehousing operations in the state of Arizona.

Ian-Rush-Phoenix-Business-RadioIan Rush is an Arizona native, but has lived in 2 countries outside the USA; Paraguay and Brazil. He is fluent in both Spanish and English.

After graduating from Red Mountain High School, Ian immediately enlisted in the Marine Corps; serving from 2007-14.

Ian has a Bachelor’s Degree in Engineering from Minnesota State University. He has worked as an engineer at companies like: 3M, Wabash National, and Summit Electric Supply.

His current role at Summit Electric Supply, has him building a new division of the company, focused on Automation components and solutions for Arizona Industrial organizations.

Connect with Ian on LinkedIn.

With a robust library of Lean training materials, ISI Arizona can help improve any part an organization through training, facilitation, or consulting work. ISI-Logo

We help business owners and leadership achieve a standard of excellence by creating strong internal team relationships, employees who produce quality – all while saving resources.

We strive to make it possible for these owners and leaders to focus on working on the business, by developing their employees so they no longer feel they must do everything themselves.

Furthermore, ISI Arizona is licensed and certified to present Blue Collar Leadership© Training. This leadership training is uniquely designed content specifically created to engage and develop the front-line workforce and those who lead them, by taking powerful leadership concepts and packing them in easy to understand and apply resources.

Jason-Haines-Phoenix-Business-RadioJason Haines is Owner, Lead Consultant and Trainer at Industrial Solutions, LLC of Arizona (ISI Arizona). As part of the Industrial Solutions team, Jason has the ability develop and execute customized solutions and/or Lean trainings for Commercial, Healthcare, Hospitality, and Industrial companies.

Through these solutions and trainings, organizations can expect to increase their bottom line, improve system capacity, remove unnecessary steps, to streamline and increase overall efficiency through Lean Thinking implementation.

Our goal is to help companies create stronger leadership, increase morale, employee retention, and ultimately greater profitability.

Connect with Jason on LinkedIn.

Episode 107: Driving Engagement Through Research

May 25, 2023 by Karen

Episode-107-Driving-Engagement-Through-Research

Episode 107: Driving Engagement Through Research

In this episode, host Jennifer Drago interviews Christine Fares Walley, president of Holleran Consulting, the nation’s leading provider of engagement surveys for providers serving older adults. Jen and Chris discussed trends that Holleran is seeing in employee engagement and resident engagement since COVID, as well as employees’ greatest life stressors as reported in Holleran’s employee wellbeing survey.

In addition, they discuss Community Needs Assessments and how senior living providers can use this research project to drive partnerships, strategy and service planning that amplify the provider’s mission outside the walls of the senior living community.

Executives will enjoy hearing the recent trends shown in Holleran’s research of employees and residents of senior living providers. As discussed during this episode, having this research knowledge can help providers tailor efforts to improve employee retention and resident satisfaction, thereby saving time and money.

Holleran-Logo-2022

Holleran is the nation’s leading provider of actionable engagement & satisfaction surveys for those who serve older adults.

For more than 30 years, Holleran has specialized in researching and consulting with senior living providers, retirement communities, and healthcare and public health systems to develop business strategies that match their mission, vision and values.

Utilizing both public and proprietary data, alongside our extensive survey benchmarks, leaders gain a clear vision of the strengths and opportunities within their business.

Christine-Fares-Walley-Senior-Living-VisionariesChristine Walley is an experienced healthcare marketing professional and has created and implemented successful marketing and sales initiatives throughout the healthcare continuum.

Chris has a real passion for her work, advocating especially for seniors to make sure they have options to age in place with respect and dignity. With strong skills in strategic development, team building and customer service, Chris approaches her work with a keen eye for all operational aspects of her community, plan, or program.

Chris joined Holleran Consulting in May 2021 as President and brings her extensive experience in healthcare marketing, sales, communications, and operations. Responsible for the operations, sales, and marketing of Holleran, Chris is focused on building strong relationships with clients assuring that Holleran is always providing relevant tools to achieve their survey goas.

Prior to joining Holleran, Chris was a Sales and Marketing Consultant for Tandem Senior Living Advisors, parent company of Holleran, and created sales and marketing strategies that lead to significant increases in sales and move-ins. Understanding what motivates prospective residents to move and how to untangle their concerns contributed to her ability to identify and meet the needs of life plan community prospective residents thru effective marketing messaging and sales techniques.

Previously, as the Director of Marketing, Sales, and Communications for Trinity Health PACE (Program of All-Inclusive Care for the Elderly) in Michigan, Chris was responsible for guiding 13 PACE programs in all stages of development to achieve enrollment goals and brand recognition across the country. She also served as Director of Marketing and Public Relations for St. Francis Medical Center, Trenton where she designed a re-branding campaign that successfully positioned the hospital as a leader in Cardiovascular Services.

Walley received her MBA from Rider University and a degree in Economics from The College of New Jersey (TCNJ), where she served as President of the Alumni Board for several years.

Connect with Chris on LinkedIn.

TRANSCRIPT

Intro: [00:00:05] Welcome to Senior Living Visionaries, a podcast for senior living leaders who are looking to stay ahead of the curve in the industry. On this show, we feature leaders and innovators in senior living who are pushing the boundaries and creating new effective services and solutions. And now let’s settle in as host Jennifer Drago connects us with today’s guests.

Jennifer Drago: [00:00:32] Hi. Welcome to Senior Living Visionaries. We’re broadcasting live from the Phoenix Business RadioX studio. And as we do always, we’re showcasing the leaders and innovators in the field who are shaping the future of senior living. I’m your host, Jennifer Drago. I’m a strategy consultant and I’m CEO of Peak to Profit.

Today, our guest is Christine Fares Walley from Holleran Consulting. And I’m so excited that Chris is with us today. She joined Holleran Consulting in May 2021 as president, and she brings her extensive experience in healthcare, marketing, sales, communications and operations to Holleran. She’s responsible for the operations, sales and marketing at Holleran. And she’s focused on bringing strong relationships with clients, assuring that Holleran is always providing relevant tools to achieve their survey goals. And we’re going to talk a lot about the tools that they have available today.

Prior to joining Holleran, Chris was sales and marketing consultant for Tandem Senior Living Advisors, which is a parent company of Holleran. And she created sales and marketing strategies that led to significant increases in sales and move ins. And another thing that I really respect about Chris’s background is that she was the director of marketing sales and communications for the Trinity Health PACE programs in Michigan, where she was responsible for guiding 13 PACE programs in all stages of development.

And I love the PACE model. We might have to have you on and have a whole another discussion around PACE because I know you love it as well. So Chris, thanks so much for being with us today. And why don’t you tell us in your own words about what Holleran does?

Christine Fares Walley: [00:02:13] Sure. Thank you so much for having me, Jennifer. This is such a great opportunity. I look forward to our time together. So Holleran is actually 32 plus years old. And it was started way back when by Michelle Holleran, who is still with the company today. And the original focus was really just on establishing a baseline of satisfaction for employees and for residents in senior living.

And, of course, that went well for a while, but about eight years ago or so, they realized, the team realized that this is more about engagement. We really want them to reach those higher levels of self-actualization. So after a very long history of surveys, they pivoted from satisfaction to engagement and satisfaction.

And then we have this other side of the house that does community engagement needs, community health needs, assessment. So using that research background and that value of data to answer lots of questions, we have that side of the house as well. So between the two and then custom surveys that we do just to kind of answer those burning questions and senior living keeps us pretty busy.

Jennifer Drago: [00:03:20] Wow. So all different types of research, which I love. And we want to dig in a little bit today because I’m dying to know what trends you’re seeing in some of these things, especially after the pandemic. What’s changed? What’s maybe the same? So you’ve mentioned some of the key surveys that you do for senior living organizations, but I heard resident engagement, employee engagement. Are there other types of surveys that you commonly do for senior living providers?

Christine Fares Walley: [00:03:47] Yeah. Yeah. And to your point, Jennifer, some of these did come out of COVID. In the midst of COVID, we did a COVID survey. So kind of helping senior living communities understand where their residents and employees were as far as that was concerned. One of the things I really like that came out of this and it had a lot to do with the workforce was our well-being survey. That’s like a quick 13 question survey that really digs deep into how employees are doing, how they feel their employers are helping and supporting them.

And two of the things I really like about this survey is there’s two questions we ask. One is their three biggest stressors in life. And when we did the pilot which was over a thousand responses, the three were workload at work, household bills, and personal mental health. And if that doesn’t speak to what we’ve been hearing, I don’t know what does.

So this survey can be attached to an engagement survey as an add on or it can be a standalone survey. But I just find that the feedback that we’ve gotten because of this survey has been so insightful. And I think employers have really learned a lot about where their needs are, where their employees’ needs are.

Jennifer Drago: [00:05:04] Yeah, I love that. Let’s stay on that topic for a minute. So you mentioned that during the pilot, the three biggest stressors were workload at work, household income, and then personal mental health. So this started during COVID. And so have those three biggest stressors shifted? Have they pivoted since COVID or are they still the same?

Christine Fares Walley: [00:05:25] No, they’ve kind of stayed there. And the crazy thing is it kind of correlates with the other question we ask which is what they look for when they’re looking for a new job. And you might always think that that’s, oh, it’s just salary. They just want a great salary, but they do want flexibility. They want to be able to have that flexible, either whether it’s a schedule or the ability to remotely work or whatever, that kind of balances right up with the workload at work.

Also, the household bills do relate to salary, but it might also be how they get paid. Maybe they want to get paid every week instead of every two weeks or something like that so they can kind of budget better. It’s amazing how the two just kind of connected. And of course mental health continues to be a challenge in our industry.

Jennifer Drago: [00:06:12] Sure. Have you seen any of your clients armed with this knowledge about what their employees three biggest stressors are? Have you seen them take different types of action that you thought were pretty inspirational or innovative around any of these items?

Christine Fares Walley: [00:06:28] Yeah. One of the ones that I talk about a lot of case study that came out of this survey was a community did this. And as you mentioned, just right in the height, I think it was somewhere in the middle of ’21. And this community was doing everything right. They were working. The leadership was working side by side with the employees. They were doing the gift cards and the food trucks and the part, you know, they thought that they were going to get a great response.

And not only were their scores challenging, but when we dug into the comments, and I always think that there’s just such an amazing amount of information that you get, it’s kind of hard to get through. You have to have thick skin because you might not want to hear everything. But what they uncovered was that the employee assistance program they were using was not able to give appointments to employees that were calling for help for months out.

Jennifer Drago: [00:07:16] Oh, my gosh.

Christine Fares Walley: [00:07:16] They were completely booked. And that’s not something that you’re going to answer on a survey or that you might even be comfortable coming to your supervisor with because, of course, EAPs are supposed to be confidential.

Jennifer Drago: [00:07:27] Right.

Christine Fares Walley: [00:07:28] But they felt comfortable enough to share it on the comments. As soon as the community found out, they went to their board and they said what should we do? The board said, absolutely fix it. Go find people. Contract with the therapist down the road, find a college, and get get it done. So I thought that was really, really inspirational.

And then, of course, we’ve seen other folks that are building more conducive restrooms or not restrooms, break rooms, where people can have quiet time. They are being a little more flexible and maybe doing a — you know, I had another community that came to me and said we’d like to establish a bus route because we find that it’s been hard for people. There’s so much traffic and not everybody owns a car. We have these vans sitting outside. What if we did a stop along several bus routes? Can you figure out where people are, that answered this question, that transportation was going to be difficult for them, where they’re located, and we’ll establish a plan to pick them up and bring them to work and take them back.

Jennifer Drago: [00:08:31] Wow. Those are really innovative. Another one that comes to mind that I’m wondering if you’ve seen anything around and it’s something that I never got to do in any organization that I worked in, but I thought it would have been fantastic is when folks are struggling with household income and their bills. Right.

Lots of people were never educated on kind of how you take care of your financial things at home, how you budget, how you should manage your savings account, how much you should keep in a savings account for emergencies, those kinds of things. And so I’ve seen some employers offer financial university type classes or Dave Ramsey sponsored classes. Have you seen any of that come out of this as well?

Christine Fares Walley: [00:09:16] I’ve heard of it, yes. Among our communities, not necessarily in relationship to this, but I’ve definitely heard doing a financial planning workshop or a budgeting workshop. Absolutely. I think that’s been very, very prevalent and very responsive to what we’re hearing is happening in the community. So I think that’s great. Great intervention as well. Yeah.

Jennifer Drago: [00:09:35] And one last question on this. Maybe, I might think of others, but on the well-being survey, do providers generally do this year over year so they can kind of track if there’s any improvement?

Christine Fares Walley: [00:09:47] That’s a great question because we’ve only done this for about a year or so. So I don’t know whether they’ll pick it up again. It would be nice because we could establish a baseline. And as with anything at Holleran, if we get enough responses, we can even build a benchmark.

Even though I feel like the responses are going to be very individualized per community, right, because your community is your community. However, if we get a certain number of responses and survey responses, we can establish a benchmark. But it wouldn’t be nice to establish a baseline and see how things have improved year over year. I would highly recommend that to our communities.

Intro: [00:10:25] Yes. And you mentioned this can be an add on to existing employee engagement. Can it also be a standalone survey?

Christine Fares Walley: [00:10:31] Sure, absolutely. It’s a quick 13 question. Easy answers, very, very easily interpreted. And yeah, it could go either way.

Jennifer Drago: [00:10:39] Okay. So let’s switch now to employee engagement surveys as a whole. And we all know our industry is struggling a bit with staffing shortages. We really want to improve our recruitment, improve our retention, of course, reduce turnover over time. So engagement is really important to us. What trends are you seeing in employee engagement and specifically since COVID?

Christine Fares Walley: [00:11:01] Yeah. So that’s a great question. So when we look at our benchmark, the national benchmark, traditionally it used to be a two year look back. And with 2020 being a year where not a lot of folks were able to ask the opinions of the residents and employees, understandably, right?

So in 2023, when we did our look back, it ended up being ’20, ’21 and ’22. Good news, bad news. We now have three years of COVID data, which is not something we want to celebrate, but it is what it is. Versus prior to that, we had a ’19, which was one of the best years overall for engagement in both residents and employees. So now we have three years of COVID.

What we have seen on the positive side is while employee engagement really did suffer in ’20 and ’21, it is rebounding and it’s doing better, which is really great. Our supervisors are saying that more than in the years past, they can see themselves in three years still being at the community, which is really great.

In addition, we’re also seeing the number of — we do an employee survey, we categorize folks in catalysts and advocates. So those are your cheerleaders. They’re pushing the agenda. They’re really advocating for change or whatever administration wants. They’re your go getters. They’re going over and above. That’s called our orange zone.

Then we have our blue zone folks. Those are your contributors, your endorsers. They’re showing up. They’re doing their job. They’re not really going too much overboard, but they’re certainly not rocking the boat. And then we have our Green Zone, and that’s our resisters. And the resisters can sometimes be toxic. They could be very loud. They could really be rowing the boat in the opposite direction.

So what the good news is, is that the number of catalysts, the folks that are cheering on the organization has gone up. So hopefully, they’re seeing that change that they are looking for in their communities, that more support for mental health or flexibility. Those things we talked about in the well-being study. And the resisters, the number of resisters has gone down.

Jennifer Drago: [00:13:04] That’s fantastic.

Christine Fares Walley: [00:13:05] And again, I have to be very careful because I’m not a researcher and I tend to — I’m a marketer at heart, but I would hypothesize that maybe those resisters, the larger percentage of resisters have left and maybe the ones that are there are there because they really do truly care about their jobs and their communities. And we know that the higher engagement that we have among employees, they’re three times more likely to stay.

Jennifer Drago: [00:13:29] Wow.

Christine Fares Walley: [00:13:30] The higher — yeah, the more we can — and that goes conversely, the lower, the more they are to leave, the more likely they are to leave.

Jennifer Drago: [00:13:37] So those are really positive trends that you’re seeing over since COVID. Now, how does the overall engagement — you said it was really good in 2019. How does it, your most recent survey, compare to 2019? Are we back where we were or?

Christine Fares Walley: [00:13:52] No, no, we’re down.

Jennifer Drago: [00:13:53] We’re still down.

Christine Fares Walley: [00:13:54] Are we back where we were? Yeah. Okay. So I can tell you that one second. So we are not. We are not but we’re getting there. We’re very close. We’re very close. So let’s say in 2019, we were about 4.06 was our engagement mean and in 2022, we’re 3.97.

Jennifer Drago: [00:14:10] Okay. So to your point, really close. Yeah.

Christine Fares Walley: [00:14:13] Not bad. Yeah, we’re getting there.

Jennifer Drago: [00:14:15] Yeah. And I have to believe that a lot of the things you said that we as employers have really tried to work on the flexible scheduling, the work from home options where it’s possible with certain positions, I think that that has to add to work life balance and overall engagement. And I’ve seen a lot of employers that have really focused on being connected to their employees.

And I just did, my last interview was with Denise Boudreau from Drive, and she talked a lot about culture and what do employees want, number one, of their own personal values, what do they want their employers to fulfill that are values to them. And it’s respect.

And it’s easy things. It’s Hi, Chris, how are you doing today? Is there anything I can help you with? I mean, it’s just simple things like that. And I think, not that we weren’t getting the point before, but I’m just so happy to see that we’re almost back to where we were before.

Christine Fares Walley: [00:15:10] Yeah, same, same. And to add on to that, I think one of the areas that we do find that there’s still opportunity in the employees, and not to say everything’s solved, but we are making positive trends. That’s for them to feel valued for the work that they do. And one of the gaps that I saw a lot was, and this is just kind of makes sense to me, is seeing that future career path, having that mentoring and that opportunity of thank you for coming to our organization, here’s how we see your future evolving.

But really, again, hypothesizing that this was not able to be done because there just wasn’t time and an ability to focus on that. It’s not that we don’t still want our employees to be vested and consider themselves long term and see a future for their career path. It was just hard to stop and take a minute and share that vision.

Jennifer Drago: [00:16:02] It sure was. It sure was. And I’m so glad that now maybe we do have time because as a leader, that’s the fun part of the job, right, I think is trying to help your people grow. And even if they end up outside your department or outside your organization, the fact that you’ve helped them fulfill their dreams is pretty powerful, I think.

Christine Fares Walley: [00:16:22] Yes, absolutely.

Jennifer Drago: [00:16:23] So tell me about resident engagement and some of the same questions, how did we fare through COVID and how are we coming out on the back end?

Christine Fares Walley: [00:16:31] Yeah, so this is an interesting trend. Again, 2019 was strong, 2020 was really high. And when you think about, oh my gosh, like what was going on back then, what was making them have that kind of a sentiment? There was a study we did a little bit after that. I did this with Linkage. And we asked people what their experiences were during COVID. And so many people just felt this immense sense of gratitude. And overall, we’ve learned that people felt safer in lifeline communities, in senior living than they would have if they were alone in their homes.

So we think that that’s why 2020 was high. But then if we think about ’21 and ’22, that has dropped. But think about this. So ’21, maybe they were a little, and again hypothesizing, just trying to take what I know and extrapolate maybe what might have been going on. ’21, they were still very much locked down, inhibited, not socializing, not doing what they want. And then maybe they’ve been they were a little like –.

Jennifer Drago: [00:17:35] Fatigued.

Christine Fares Walley: [00:17:36] This is — yeah. Really. And not this is not why I moved to senior living. I want to be with my friends. So it kind of dropped. ’20 was good. It was our highest. And since then, it has fallen each year.

Jennifer Drago: [00:17:48] Okay.

Christine Fares Walley: [00:17:49] And so ’21 was lower and ’22 is still. When we measure our resident engagement, we do four domains for that. The voice domain, their ability for their voice to be heard. Do I have a forum? And even for my family, is my family being heard? Then we have connection. Do I feel, my friends, that I’m connecting even with the employees and with my neighbors? Fulfillment. Am I living my best life? Self-actualizing, achieving my goals for living. And their well-being, body, mind, spirit, am I able to do the things I want to do.

And voice, it really did almost, I’d say kind of — I said it debounced a little bit because it was up and then it just fell again. But the one thing that has gone back up again is I would recommend this community to my friends or family. So again, going back to that, I really felt like I couldn’t have survived had I not. And they used those words. I’m not exaggerating. I was safer. I was well taken care of.

So maybe they would recommend. Maybe everything’s not perfect for them because they’re saying from an engagement standpoint, I’m not quite where I was in 2020 or in 2019 prior to COVID. But they’re saying I would tell my family and friends they should be here. And they always, and they’re the first ones to say, God forbid it, it should happen again. And we all kind of feel that way, too.

So interesting trends there that their engagement spun down. But then again, their definition of engagement has changed, right? So they’ve had to be engaged with a little less interaction. Some of our communities are just opening dining, just really opening activities. And that’s the minority, not necessarily majority. Many of them have been open for a while but maybe they’re learning to be engaged with and it looks differently than it used to.

Jennifer Drago: [00:19:45] You know, like Zoom, like we’re on right now. Yeah, exactly.

Christine Fares Walley: [00:19:49] I wish I was in Phoenix with you. Yeah.

Jennifer Drago: [00:19:51] Yeah. It’s nice here right now. It’s interesting because, take your research hat off and mark it with me for a second, but I was just at Leading Age Arizona, and I heard Michael Marlow talk about the black eye that senior living is still dealing with from COVID. Right? You would have thought that we weren’t the safe places that our residents are telling us that they felt safe in based on different stories in the media and gosh, horrible losses in certain communities for sure.

But overall, the safety level and the amount of deaths compared to the general senior population living out in the community at large was much, much less. And what kind of campaign, it’s not the sexiest thing, but I mean, we really should be touting all the successes that we had and why we’re still a great option. And I think our residents themselves will be, to your point, our biggest ambassadors and cheerleaders in this.

Christine Fares Walley: [00:20:53] Absolutely. I think there’s an amazing opportunity to get those sound bites and to use them. We have a survey that we’re launching called the Resident Experience Survey. And I’m using it as, again, it’s my selfish ambition to have a marketing survey, right, so I can sell to marketers.

But if you remember our marketing 101 concept of a market profile, so being able to create marketing that accurately reflects not just the persona of the resident, but what the resident feels about their organization, because we don’t ever want to let our reputation or our offerings be measured by a Google review. I don’t want someone else telling my story, as they say, right? So I want to tell the story.

So I’m encouraging senior living communities to take this survey so they can understand what’s on the minds of their residents and why they should market incongruency with the, you know, to be congruent with the persona of the community. Someone’s going to walk into your community and within minutes decide, if not, a couple minutes of their tour, I can see myself living here. I see people that seem to have the same persona as me, hobbies, things like that.

I make a joke, but it’s really serious. And the community that I did work in was very a culture kind of steeped in Jewish faith. And they loved culture and ethics and travel, and that was a wonderful thing. And if you walked into that community and that’s what you liked, you would feel absolutely embraced. But if you liked birdwatching and hiking and other things, it would be pretty challenging for you to move into that community because you’re not going to find a lot of people that would be able to go birdwatching with you or to be able to go on a hike with you.

So it seems simple, but seniors and their families are doing lots of research about this. And what do they want? They want a place that they can call home. So that’s why I think this opportunity is a great thing. And to your point, and then use that opportunity to pull those messages out, those testimonials that say they saved my life. I don’t think I would have made it if I’d stayed in my house. I think everybody needs to live in a senior community when they blah, blah, blah. I just think that that’s a great asset to have. Great. They’re just gems, you know?

Jennifer Drago: [00:23:24] Yeah, for sure. So the survey you just mentioned creating kind of this resonant experience profile. I don’t know if I — is it under development?

Christine Fares Walley: [00:23:34] No, it’s available. It’s available. Yeah. So I’m actually going to be taking it on the road pretty soon. It’s been available for a couple of months now. I think what we’re finding there is, again, like something very simple. One of the communities that did it for us, we inventory the activities that people like to do in a community and it helps them with their activity planning and maybe their trips and things like that.

But one of the things they loved was reading. They loved books and reading, and you would think that that’s kind of a solo activity, right? Oh, they probably read in their homes. But I asked the community, I said, so do you guys have a book club and have you brought in guest authors to speak? And they’re like, oh my gosh, no, that’s a great idea. So what a wonderful opportunity to see that and then to be able to make it more of a group collaborative activity.

Jennifer Drago: [00:24:25] Right? And then you have a prospective resident who you find out really likes to read and they can be introduced to the book club president.

Christine Fares Walley: [00:24:33] There you go.

Jennifer Drago: [00:24:34] Yeah.

Christine Fares Walley: [00:24:34] Your residents are your best ambassadors, aren’t they? I mean, I used to love when I was on a tour and the residents would come up and say, oh, do you play this or do you like to, you know, we love these kinds of movies. Do you like Shirley Temple or whatever? I think you’re absolutely right.

Jennifer Drago: [00:24:49] What I love about what you just described, and this session with Michael Marlow, I don’t know if you’ve ever heard him speak, but he does a lot of sales training and it was very impressive. And he’s basically saying we have to stop doing all the things we’ve always been doing the way we’ve always been doing them, right. So calls and tours and reach outs.

And his message was really all about how to personalize the experience. And he called it resident experience also, but he said the resident experience starts before they’re a resident. And it’s understanding everything that they’re interested in and matching that with what you have to offer. And so how great if a community was able to take your survey, make a profile and really understand itself so that it would know how to market it?

Christine Fares Walley: [00:25:36] That’s absolutely right. Absolutely right. Yeah. I mean, we used to practice that as well. It was called something different, but it was about learning what makes them tick, what are the demons, what’s holding them back. Right. Because we all know there’s something for some folks that just can’t get them to pull the trigger and unraveling that and uncovering that and making it that gesture or whatever it is that connects them to the community and that makes them say, you know what, I am going to be okay. I can make this decision and my life will be better.

Jennifer Drago: [00:26:06] Oh, that’s awesome. That’s awesome. Let’s talk about another topic that you and I really connected on when we first met. And that is something that I bet many senior living communities may not be aware of, and that’s community health needs assessments. And I became aware of community health needs assessments in the health care world. And we were required in our state and as a nonprofit to actually do those as a health system so that we could direct our resources and our planning to underserved needs, underserved services. And we could also identify where services existed so that we could connect them better together. So I know that you help communities do CHNAs. Are they predominantly on the hospital or health system side that you’re working, or are you starting to work also with senior living providers on these?

Christine Fares Walley: [00:27:01] So we have done many, many, many CHNAs. And you’re absolutely right, Jennifer, those are for not-for-profit hospitals to help them keep their not-for-profit status. It’s actually an IRS rag and it does help them identify opportunities and gaps in services. And so then when we saw the need for other entities to do this, the name has been changed to either a community needs assessment for that side or a community engagement needs assessment.

Recently, we have also found that this product is very applicable outside of our community, our industry for public health departments. There’s certification out there, and one of the first things they have to do is a community engagement needs assessment. So we have worked with a fair amount of folks that are either doing that because they have grant funding, or they actually want to do this for accreditation.

But when it comes to life plan communities and senior living, we think that this is a wonderful opportunity for communities to look outside their walls, to be good stewards and good neighbors of their community and kind of do the same thing, see where there are opportunities to provide services, whether it’s outside the walls kinds of things. I’m going to take my case management or I’m going to invite community members to come in and participate then go to our swimming pool or community or lifelong learning or something like that.

But I think it’s also opportunity to partner, to build valuable partnerships with community entities to jointly do something. When a hospital looks at their results of a CHNA, there’s an opportunity there for mother and child health, mother and baby health, but they don’t have maternity. Well, they’re not going to pick that. But if there’s an entity that can bring value and help them partner with that, they’re going to pick, they can pick it.

Same thing for a community, for a life plan community. If they see an opportunity where they can either partner or provide that service, the social capital just is elevated. Not to mention the fact that obviously there’s two other options. You might be hitting on prospective residents, right, that would have an opportunity to come see the community and see the value. And then even if people never ever have an opportunity or any interest in joining, they’re going to be aging in place in the community forever. You’ve connected with them as well, and you’ve given them services that they need.

So I think that for the life plan community, this study, it includes secondary data, which is like your census data that gets you your disease, state, and your housing opportunities, transportation issues, average income, your statistical data, but it also has primary data information. We can bring in key stakeholders and do a focus group or a survey and suddenly find out where the disparities are, where the opportunities are, where the gaps are.

And then we can also do community surveys and get direct feedback from the people right in our backyard as to what they can consider. And then by taking that information and kind of aggregating it all together, we can look at priorities and put together an implementation plan. We’ve also seen people do this for social accountability to think about where do we donate, where do we put our money, where do we commit to our community where we’re most impactful to make a difference?

And then not to mention, I think, advocacy also, to be able to take this data to your representatives who are advocating for change, for your industry or your field or your lifestyle and say, look, this is where the need is. I just think that kind of survey is just so, so valuable.

Jennifer Drago: [00:30:38] Yeah, I love that. In our area, we didn’t commission our own community health needs assessment when I last did this. This was at the time I was chief strategy officer for a senior living organization. We reached out to the local hospitals and there were a couple hospital systems in our area, and they were willing to share their most recent community health needs assessment.

And then the other thing that was really interesting to me is our biggest city in the county that we or in our immediate area had done a CHNA and theirs was really different. That was really truly a community needs assessment because it wasn’t only around health, it was everything from food and transportation and homelessness and which all relate to health of course. But we were able to kind of take those surveys and try to find the common threads and the common themes.

It wasn’t as meaningful, I think, as other processes that I’ve gone through, which mirror what you described, where you actually are bringing people into a room and sharing the data and saying, okay, now what? What do we want to work on and where are the partnerships we can pull together on this. But it was a start. Had I stayed in that role a little bit longer, I think I would have advocated for doing our own for that very reason.

But yeah, so I love how you describe the opportunities for senior living providers, because I really think, to your point, it’s augmenting your mission or amplifying your mission outside your walls, right? We’re all nonprofits. That doesn’t mean that we’re only serving our residents. Many providers and organizations have a plethora of home and community-based services, and maybe there’s another opportunity out there that can be met. Or maybe we can find a new way to connect to a prospective customer. And I love what you said about how we all know that there are many people in our community that never see themselves moving into our communities, but they change their mind sometimes.

Christine Fares Walley: [00:32:39] They may. They may. They may say, hey, I like it here. I have to give a shout out to Jenna Kellerman. We were talking this morning. She’s at National, LeadingAge National. And we were talking about this scene. And I have to give her credit, she said, I see another value for this, Chris. And I said, what is that? And Jenna’s whole focus is workforce, workforce development.

And she said, how about doing the CNA and taking the data and evaluating it from a recruitment and retention standpoint? What would it take for people to move here to take a job? Where are the gaps in our community that are preventing people from coming? I met someone at LeadingAge North Carolina a couple of weeks ago and she said, yeah, we still have workforce issues because it’s hard to get people to work in our town. And it was a more rural kind of remote area and that makes so much sense.

But rather than just saying, yeah, it’s hard, why don’t we look at the data and build support systems? Maybe we need on campus housing for our staff, maybe we need daycare, maybe we need better transportation or transportation routes or whatever. So I just think that like anything, Jennifer, I want anybody who does a survey, I really, really want them to do something with the results, right? Please don’t check the box and put it on the shelf and never really do anything with it. You’re doing yourself a huge disservice. I think there’s so much we can learn from these studies, whether it’s, like you said, marketing, whether it’s being a good servant leader. Oh, there’s another thing. Can I mention another opportunity for these?

Jennifer Drago: [00:34:21] Yeah, please.

Christine Fares Walley: [00:34:22] The AARP age friendly communities. Right. There’s about 150. There’s a ton of them over in California. When they get the certification — I actually went on a site and there’s strategic plans that need to be made and they haven’t been made yet. So what a wonderful opportunity to get the data you need to decide how you’re going to implement, whether it’s grant money or whether it’s just to continue to sustain that age friendly community designation.

Jennifer Drago: [00:34:54] Yeah. Wow. That’s another fantastic opportunity I hadn’t heard of. So thank you for sharing that. So if a senior living provider wanted to learn more about CHNAS, CENAS or really anything that you do, I imagine you have that information all on your website. Do you have case studies on all of these too?

Christine Fares Walley: [00:35:14] Yeah, we do have. We have some white papers. We have some great white papers, especially about the correlations and observations in our benchmark, well-being. We have a culture white paper as well. So yeah, you give us a call or check us out. Our website is www.holleranconsult.com and our phone number is 800-941-2168. We’re just really open to anything.

Even if you have like a custom survey, something you just are always just very curious about learning more about, we’ll do a custom survey and even a pulse survey. So a pulse survey would be something that we would measure on an ongoing basis to see how something’s changed.

So let’s say you took some action planning as a result of a survey that you did and you implemented it and you wanted to see how you’re tracking and whether or not that was what they meant when they said they wanted the exterior of the building to look nicer and you did X, Y, Z. Maybe you missed the mark. Maybe you were on the mark. So how great would it be to know that you’re making an impact?

Jennifer Drago: [00:36:19] That’s awesome. And you mentioned a couple of times, and I just want to make sure I understand and also that our audience does, a national benchmark survey. So when somebody — so how does that relate? Are there national benchmarks on all the different types of surveys you offer, employee engagement, resident engagement?

Christine Fares Walley: [00:36:37] So we have them by level of care. So we have an independent living benchmark, assisted living, skilled, and we have affordable housing as well. We also have discharge. We do discharge surveys as well. So overall, what we do when we give a report is we’ll give you where your engagement mean is or whatever aspect of the survey we’re mentioning and how you compare to the Holleran benchmark.

So the benchmark right now as we close ’22 was representing 36 states, including DC and Canada. We had over 608 communities and close to 162,000 surveys.

Jennifer Drago: [00:37:18] Wow.

Christine Fares Walley: [00:37:19] So when we’re showing you how you measure, it’s a typical bell curve. So it’s, are you on the poorer side or are you a higher achiever? I always say there’s always opportunity. There’s always opportunity for improvement and celebration. And we did a lot of celebrating, some good information, like the community handled COVID well or the communication during COVID went well. So we do see a balance, but it always is good for some communities to see how they’re performing against their peers, to see the benchmark and to strive for something.

Jennifer Drago: [00:37:55] Awesome. That’s so great. Thank you for clarifying that for me. And Chris, so you told us how to get a hold of Holleran. If people want to connect with you, I think you’re on LinkedIn. How would they connect with you?

Christine Fares Walley: [00:38:07] I don’t know my — I guess it’s Christine Walley. I’m not 100 percent sure. I know there’s usually a URL that goes with that, but it’s ChristineWalley@Holleran, and I’d be happy to connect with anybody.

Jennifer Drago: [00:38:18] Perfect. Thank you. We’ll include all those connections and links in the show notes. So anybody that wants to follow up, we’ll have that opportunity. But anything else you want to share with us? You’re such a wealth of knowledge being that you work for a research firm. I mean, I think you could probably share things all day long.

Christine Fares Walley: [00:38:35] We covered so much. I guess, just again, what my director of research always says is you can answer any question with research. So if there’s something that you are looking to learn about or whether it’s within your community or outside your walls, give us a call. If there’s something you’re interested in as far as how you may compare, we’re happy to share where our benchmark indicators are.

One thing I will note, though, Jennifer, I don’t take too much time about this, but overall, Holleran prides ourselves in getting a very high response rate. We really help communities be very creative in getting responses from both their employees and their residents, including those methodologies, not just surveying online surveys. We have telephone surveys, written surveys, QR code that they can scan with their phone.

We want to meet your residents and your employees where you are. But traditionally, or not traditionally, this benchmark did reflect a drop in response rates. And that’s concerning to us. And we don’t want communities to take that lightly. And we’ll continue to support and engage them in getting those response rates up, because it’s really important that your residents and employees feel like this is meaningful, that this feedback is important to you and that you’re going to do something with it as a community. So we want to get those response rates up as well.

Jennifer Drago: [00:40:00] Yeah, it’s so important. And I want to put one other plug in that just occurred to me as you were speaking. This podcast is really about how do we kind of build the sustainability of our industry after the challenging time that we’ve had, the inflation, the staff shortages, you name it, right? We’re dealing with so many things. Our margins are tighter than ever.

So if I was in a senior living provider today, I would want to know how can I do things better, quicker, more efficiently, and why not have research point you in the right direction, right? So if you’re struggling with sales, if you’re struggling with your resident experience or employee engagement, turnover, whatever it is, make sure that you have the right research to direct your efforts because we don’t have any time to waste. Right?

Christine Fares Walley: [00:40:50] So true. So true. So true. I completely agree with you.

Jennifer Drago: [00:40:54] Well, awesome. Well, Chris, I want to thank you so much. I’ve really enjoyed our talk today. And of course, we have so many common interests. I could talk to you for hours, but I know you have a big job and important work to do. So I just want to thank you so much for being our guest today and for being here and sharing your wisdom.

Christine Fares Walley: [00:41:14] My pleasure. Such a great conversation. Thank you for having me. Hope we can do it again.

Jennifer Drago: [00:41:17] You bet. So you’ve been listening to Senior Living Visionaries. I’m Jennifer Drago, your host. And please join us next time when we continue to interview and discuss the innovators, disruptors and best practices in the senior living industry. You can also subscribe at SeniorLivingVisionaries.com or on your favorite podcast platform. We’ll see you next time.

Outro: [00:41:44] You’ve been listening to the Senior Living Visionaries podcast and radio show where we showcase the leaders and innovators in the industry who are pushing the boundaries and setting the stage for the future in senior living and services. Join us next time as we share the bold ideas and breakthroughs of the industry’s most forward-thinking leaders here on Senior Living Visionaries.

 

About The Show

Senior-Living-Visionaries-Podcast-Cover

Senior Living Visionaries is a podcast and radio show curated specifically for leaders in the senior living industry. Our guests are among the best and brightest executives, advisors, and service providers in senior living.

These industry leaders have consistently implemented creative solutions, new customer services, and targeted financial strategies resulting in long-term brand impact and increased revenues.

About Your Host

0217JenniferDrago00654squareWith 30 years of experience working with mission-driven organizations in senior living and healthcare, Jennifer Drago is an executive leader who brings creative, out-of-the-box strategies to help organizations amplify their impact and skyrocket their revenues.

As an award-winning strategist, best-selling author, and certified business coach, Jennifer helps corporate leaders and small business owners develop and implement a laser-focused business vision and strategy so they can earn more and amplify their impact.

Jennifer holds a bachelor’s degree in Finance, a master’s degree in Health Services Administration and an MBA from Arizona State University. She is a Life Fellow of the American College of Healthcare Executives.

About Peak to Profit

Peak to Profit serves senior living, healthcare and nonprofit organizations, helping them identify and execute revenue and growth opportunities through strategic, financial and operational consulting. Our core purpose is to help mission-driven organizations amplify their impact by serving more clients and increasing their financial resiliency.

Our proprietary Peak Performance Assessment provides an objective evaluation of your organization on six key dimensions, identifying areas that need improvement and highlighting growth opportunities. With the assessment results, we help you implement an Impact Roadmap – a clear, measurable action plan to execute your strategy.

Learn more at PeaktoProfit.com.

Peak-to-Profit-logo

David Cooke with The Cooke Group LLC

May 24, 2023 by Karen

David-Cooke-with-The-Cooke-Group-LLC

David Cooke with The Cooke Group LLC

The Cooke Group focuses on helping people enhance their communication skills by shifting how they listen. The-Cooke-Group-logo

Whether working with teams, individual leaders, or entire organizations, the Cooke Group LLC, helps clients discover how to facilitate a safe space for others to share their perspectives without judgement, correction, or interruption.

Using a program called Selfless Listening, their clients have seen significant improvements in building trust, enhancing relationships and solving complex problems.

David-Cooke-Phoenix-Business-RadioDave Cooke is a business consultant on a mission to Build Communities that Listen. As founder of founder of The Cooke Group, LLC, Dave helps organizations communicate and work together better.

During his career he has helped hundreds of business leaders uncover and remove the obstacles preventing them from achieving their goals. As businesses continue to leverage technology and move toward remote work, workers risk becoming more isolated or disconnected. In this shift, managers need to learn new ways to coach and train, while improving collaborative problem solving, mentoring, and communication effectiveness.

Leveraging his 35 years of experience in relationship development and strategic problem solving, he has designed a program to help build listening communities which help leaders build trust, connect with and guide their teams, and enhance effective problem-solving activities.
His Selfless Listening program gives leaders the effective communication behaviors necessary to guide, direct, and engage with their team to be the leader they need and seek to be.

In response to the lessons learned from his experiences with his younger son’s heroin addiction, he formed a non-profit, 100Pedals, to help educate, support, and coach parents struggling with the issue of substance abuse in the family. Utilizing the Selfless Listening model, 100Pedals has helped hundreds of families navigate the chaos of substance use disorder.

Connect with David on LinkedIn, Facebook, Twitter and Instagram.

All Things Disability Employment E15

May 22, 2023 by Karen

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All Things Disability Employment E15

Chris Lafollette, Jeff Mittman and David Steinmetz talked all things disability employment including recruiting, training and retention for people who are blind .Jeff Mittman said that the biggest barrier to employment for individuals who are blind is the perception or misperception that these candidates are not capable to do the job.

HR professionals, DEI professionals and people with disabilities should listen to this show to learn that with the right training, right technology and the right attitude, people who are blind can compete and be successful in the workplace.

Bosma-Enterprises-logo

Rooted in more than 100 years of history, Bosma is one of the Midwest’s largest nonprofit organizations providing employment and training for people who are blind or visually impaired. More than half of its workforce is blind or visually impaired, providing quality products and services to companies while creating jobs for people who are blind or visually impaired.

The National Association for the Employment of People Who are Blind (NAEPB) represents and protects the collective interest of its member organizations to enable them to strengthen and maximize opportunities for people who are blind.

Jeff-Mittman-small2Jeffrey Mittman is the President & CEO of Bosma Enterprises, one of the largest disability service organizations in the Midwest and the largest employer of people who are blind in Indiana.

He also serves as President of the National Association for the Employment of People Who are Blind, a membership association of 90 agencies from across the United States who share the common goal of employing people who are blind.

Jeff has dedicated his life to service. He spent over 20 years in the United States Army, retiring as a Master Sergeant. In 2005 during deployment in Iraq, Mittman’s team was attacked by an Improvised Explosive Device resulting in severe head and facial trauma and numerous other injuries. After enduring over 40 operations to rebuild his face and body, Mittman adjusted to his “new normal”, learning to live with permanent blindness.

Following his military career, he continued his life of service, working for organizations that support our nation’s military and people who are blind or visually impaired in addition to roles in the private sector. He is a requested speaker across the United States, giving lectures and sharing the lessons he has learned from his life and work experiences.

Connect with Jeff on LinkedIn and follow Bosma on Facebook and Twitter.

AIBLogo-HeaderOnly

Arizona Industries for the Blind is an enterprise nonprofit organization dedicated to empowering individuals who are blind to achieve their highest goals and aspiration through dignified employment while providing quality products and services to all its customers.

Chris-LaFollette-HeadshotChris LaFollette is the President/CEO of Arizona Industries for the Blind in Phoenix, Arizona. He currently has over twenty-one years working with National Industries for the Blind and a total of 25 years working with Department of Defense.

Chris worked with a NISH (National Industries for the Severely Handicap) organization for many years before he created a company that worked with National Industries for the blind and SourceAmerica organizations to better source commercial products for the federal government.

Chris is a graduate of Fayetteville State University and has spent most of his adult years being an advocate for the disabled and blind communities.

About Your Host

David-SteinmetzAs the manager of Community and Public Relations, David Steinmetz uses his expertise, education, and personal experiences to “change the perception of blindness.”

Diagnosed with RP, a blinding retinal disease, at the age of 19, David uses his personal story to drive change that leads to improved employment outcomes and community integration for people who are blind or visually impaired.

Mr. Steinmetz graduated from Arizona State University with a bachelor’s degree in Business Management and Economics. Additionally, Steinmetz has continued his education by graduating from the Business Management Training (BMT) program provided by Darden Graduate School of Business, University of Virginia.

In 2008, David was the national recipient of the National Industries for the Blind Milton J. Samuelson Career Achievement award. This prestigious award recognized Mr. Steinmetz for his career achievements and community service work.

David Steinmetz is a member of the Governors’ Council on Blindness & Visual Impairments, is a Board Member at the Arizona Center for the Blind & Visually Impaired (ACBVI) and serves his community through the Chandler Lions Club.

Connect with David on LinkedIn and Instagram.Changing-the-Perception-of-Blindness-iTunes

About the Show

Changing the Perception of Blindness; One Conversation at a Time is dedicated to breaking down barriers, de-mystifying blindness and promoting real world solutions that empower people who are blind to live a full and inclusive life.

Host, David Steinmetz connects with organizations, industry professionals and thought leaders who are working to bridge the gap that creates a world accessible for all.

About Arizona Industries for the Blind

Arizona Industries for the Blind is a nonprofit organization dedicated to creating employment opportunities for people who are blind. It’s employees, more than half of whom are blind, deliver a variety of products and services, including a full-service Warehousing and Distribution Center, confidential Digital Data Scan (DDS) services for private businesses and government and the operation of Base Supply Centers located at each of Arizona’s three military bases under the umbrella of the U.S. Department of Labor’s AbilityOne program.

Follow AIFB on LinkedIn and Facebook.

From Dreamer to Business Owner E3

May 19, 2023 by Karen

E3-From-Dreamer-to-Business-Owner

From Dreamer to Business Owner E3

Emmanuel and Angela welcome business owner Rita Chmiel onto the show to talk about what it takes to turn a dream into a business dedicated to educating and helping homeowners in her community and beyond.

Rita has a background in sales and has also worked with local communities and major corporations over the years researching sustainability in the landscaping sector. Her passion for championing environmental issues and advocating for others led her to business ownership.

She is now the owner of Community Resource Advocates (CRA), a business promoting green issues and supporting homeowners who are members of an HOA (Homeowner Association). Rita discusses how turning a dream into a business with purpose begins by stepping outside your comfort zone and following your heart.

Tune into this episode if you’re on an entrepreneurial journey and want to know what it takes to follow your dream, even when it gets tough. You’ll also pick up tips on choosing joy over fear, finding your “aha” moment in business, and turning your emotions into movement when you want to overcome resistance. Other highlights include the importance of perseverance and self-belief, even when you keep hearing the word “No.”

Community Resource Advocates’ mission is to provide information on the dynamics of owning a home in a HOA. Their goal is to educate all homeowners about their personal responsibility in living in a non-profit corporation as it is in Arizona, or as in other states purchasing into an organization of housing. These homes are yours to enjoy but also yours to protect.

By ignoring the responsibility of voting, you put your home at risk in market share, your community at risk in personal investment, and lose the ability to feel secure living in your own environment. Community-Resource-Advocates

They are an unbiased platform that will do all the research for Homeowners and Board members to find sustainable practices for all their assets but does not provide any service to carry out the work. We will help create a 5-year plan with a 10-year goal for all homeowners to have access to and will include the state educated list of sustainable trained contractors to perform the work. This platform will remove the biased behavior between contractors and property managers who are also just a service provider, a contractor.

Property managers are not educated in the terms or actions on what is considered sustainable, or the use of ‘best known practice’ for the communities’ assets. They rely on their peers to help find a contractor who may or may not follow what is considered protecting your assets versus demolishing them.

Community Resource Advocates will remove the burden from belief the property manager knows everything and gives the board members history to understand the costs for preservation and the goal for upkeep no matter who is in office or on the board.

Rita-Chmiel-More-Details-PleaseRita Chmiel purchased a house back in 2004 and has had multiple issues with the HOA management. Besides the lack of knowledgeable information on creating a plan for her community, there was not any understanding of the difference between conservation/preservation tactics versus damaging the community’s assets.

The contractors were just doing stuff that cost thousands of dollars but didn’t follow any recommendation by any educational research center our state has provided and in fact damaged the assets instead.

As the years went by, more and more neighbors chose to go on to the board with the promise to create change but were quickly engulfed into believing the property manager was right, and all the educational information was not necessary. Each board member went from friendly and hospitable to ignoring and retaliating tactics towards her that were suggested/recommended by the property manager.

It was obvious, the fear the board members carried making any decision without the property managers’ approval. They were overwhelmed with all the decisions needing to be made without any information given to them on how to protect, preserve, conserve the communities’ assets. All they are given is a spending budget and lead to believe the decisions they were guided towards making were the right ones to make, and to trust the contractors the property managers brought in to use.

The HOA industry has become the largest corporation/organization that affects 70% of all homeowners but is managed without any education in sustainable practices nor are they given any information of proactive measures in creating a 5-year plan with a 10-year goal.

Working with two other global institutions, BOMA and IFMA it was apparent all other major corporations are required to have this plan to justify the costs to the shareholders/ homeowners. HOA’s are not required to create a plan, nor are they required to follow any plan to protect the communities’ assets.

The HOA industry has become the most uneducated, free-for-all for contractors, under the disguise of maintenance at the expense of homeowners who have no place to go for help. Rita will change this.

About Your Hosts

Emmanuel-Williams-2x2Emmanuel Williams, CEO and co-founder, DetailXPerts

With a background in engineering, Emmanuel built DetailXPerts around a sophisticated steam cleaning process that saves water and sanitizes.

As a leading authority on green cleaning practices, Emmanuel has dedicated his career to promoting environmentally friendly cleaning methods in the auto detailing and commercial cleaning industries.

He is also passionate about supporting local communities and mentoring entrepreneurs seeking sustainable franchise opportunities.

Angela-Williams-2x2Angela Williams, President and co-founder, DetailXPerts

Angela has a deep understanding of business and all things entrepreneur related. Her expertise includes Information Technology, Financial Systems, and Accounting.

She is a certified Project Management Professional, too. Her insights and experience drive the success of DetailXPerts, a thriving eco brand. Angela is always active in an evolving business landscape, from championing green tech to building strong client relationships. She’s also dedicated to mentoring franchisees from startup to success.

Together, Emmanuel and Angela bring a wealth of knowledge and experience to the table and are excited about talking to other entrepreneurs and leaders who share their passion for inspiring listeners on More Details, Please.

About Our Sponsor

DetailXPerts is a mobile detailing, truck wash, and commercial cleaning company that brings eco-friendly and efficient services to socially conscious customers. Its unique steam cleaning technology guarantees a deeper clean and continues to drive innovation in three competitive markets.

The company started as a steam cleaning car wash in 2002 and established its first car wash franchise in 2008. Now DetailXPerts has franchise units operating nationwide and in other water-stricken areas in the world.

At DetailXPerts’ core is the triple bottom-line philosophy of people, planet, and profits. Every day, the company strives hard to make the world a better, greener place while providing jobs to those in need and earning some profit in the process.

The company motto is “We bring a greener clean”. And it fulfils its promise thanks to green tech, mobile units, and on-demand services prioritizing customer convenience and sustainability.

Follow DetailXPerts on LinkedIn, Facebook, Twitter and Instagram.

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