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USING BEST PRACTICES, EDUCATION, AND ENGAGEMENT TO PROMOTE RESIDENT SAFETY


living industry and at Sunrise. The ques- tions are based on real-time data collected from thousands of applications. In-person interviews are key, according to


James Olney, senior vice president and se- nior human resources consultant at ABRC, a risk consulting and insurance brokerage agency. A misstep is to focus too much on whether the applicant can perform the re- quired job tasks, such as the physical work of assisting residents. “Managers should be exploring the criti-


cal personality attributes in workers that are necessary to perform their jobs honestly, ca- pably, and with the proper amount of mo- tivation,” said Olney. Employees with the right mindset and the desire to do well are less likely to cause problems, he added. “If you get someone there only for a paycheck, the risk goes up exponentially.” The right interview questions can help


identify the people with the right attitude. “Someone with no experience and the right drive is better than someone with 15 years of experience and no drive,” said Olney. Craft interview questions to determine the applicant’s integrity. Instead of asking what it was like to work at a previous orga- nization, which usually elicits only a general response, pose questions about hypothetical and real life situations. These questions fol- low two patterns: ‘What would you do if...?’ and ‘What is an example of a time where...?’


careers of making the right choice or the wrong choice,” said Olney. “Someone with the right mindset and the desire to do well is less likely to commit acts of abuse.”


Train employees Staff training and education helps to pre- vent abuse, neglect, and misappropriation. Onboarding and ongoing instruction on resident safety is crucial. “We want to make sure the staff is aware


of the various types of abuse and what to look for,” said Beth Sampath, senior director of quality resident services at Benchmark. At Benchmark, a general orientation pro-


gram covers the warning signs of all types of abuse, including financial exploitation and physical abuse. The training is also of- fered annually to all employees including managers. “Everybody’s priority is resident safety,” said Sampath. At Brandywine Living, new employees


undergo onboarding training that covers all aspects of senior living operations, safety, compliance, resident rights, memory care, hospitality, and quality resident care. Abuse training is covered by a review of


The Brandywine Code of Conduct and a program called TRUST (Treating Residents with Understanding, Sincerity, and Tender- ness). New hires sign a written acknowledge- ment that they understand the rules and the disciplinary process.


“Everyone faces a crossroads in their careers of making the right choice or the wrong choice,” said Olney. “Someone with the right mindset and the desire to do well is less likely to commit acts of abuse.”


For example, Olney suggests asking: ‘Tell


me about a time when you discovered that a coworker had not followed proper protocols. Did you address this with the individual? Did you bring it to the attention of your manager? Did you do something to try and correct it yourself ?’ People don’t usually want to get cowork-


ers in trouble, so applicants who say they did nothing are probably not likely to make the best decisions when put under pres- sure. “Everyone faces a crossroads in their


8 SENIOR LIVING EXECUTIVE JULY/AUGUST 2018 “We have a zero-tolerance policy for


abuse,” said Nadelstumph. The rules address the use of social media,


which has become an area of concern for community operators. Employees are not allowed to post information or pictures of residents on social media. Ongoing education is also conducted.


Brandywine’s compliance training pro- gram—E3 (Empower, Engage, and Edu- cate)—consists of monthly sessions that cover fire safety, resident safety, elder abuse, and


WHAT IS ELDER ABUSE?


Elder abuse often brings to mind some kind of physical injury. But elder abuse can take many different forms.


By definition, elder abuse is an intentional act, or failure to act, by a caregiver, family member, or another person in a relationship that causes or creates risk of harm to an older or vulnerable adult. Abuse can also take place between residents.


Here are the five types of abuse with some examples.


Physical • Beating • Broken bones • Hitting • Confinement • Rough handling


Sexual


• Forced or unwanted kissing or touching


• Showing of pornographic materials


• Taking pictures of unclothed residents


Emotional/Psychological • Belittling • Blaming • Ignoring • Threatening


Neglect • Withholding personal care


• Withholding medical or dental care


Financial


• Forgery of signatures for income checks


• Improper use of guardianship or power of attorney


• Purchases of unnecessary goods and services chosen by the caregiver and paid for by the elder for the benefit of the caregiver


• Significant withdrawals from bank account


C M Y CM MY CY CMY K


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