EACH ONE REACH ONE Members of the Pink Ladies resident am-
bassador program at The Hidenwood say their participation helps them as much as it helps those new residents they support. “I feel like it’s a gift to serve,” says Emma Jones. “It feels like I'm contributing to the needs
of others,” says Doris Grubb. “I also love getting a chance to engage in hobbies that I love doing.”
A PROFOUND IMPACT Similarly, Waltonwood Ashburn in Ash- burn, Va., hosts a resident ambassador program that helps new residents adapt. The community’s executive director,
Christopher Leinauer, says Waltonwood Ashburn’s program stems from the commu- nity’s leadership team and resident council working in tandem to orient new residents and make them feel welcome. “The program has long been in play at
Waltonwood Ashburn, originating on a company level from Waltonwood as lead- ership teams at the communities recognized the importance to acclimate new residents to their communities following such a major life change,” Leinauer says. Leinauer says the ambassador program
aids in connecting new residents with others at the community who have similar interests with the guidance of staff. “The key to the program’s success is com-
munication at all levels, as this ensures consis- tency in the experience of each new resident at Waltonwood Ashburn,” Leinauer says. He says the smiling face of a fellow resi-
dent who is willing to show a new resident around and build a friendship with them can have a profound impact on that new resident adjusting to their new home and getting the best possible start on the new chapter in their life. By involving residents, staff can build a welcoming climate. “The priority is to work toward those
‘goosebump’ moments that help residents not only feel special but known,” Leinauer says.
RESIDENT LEADERSHIP LCB Senior Living, which operates 31 communities in seven states, suggests the use of resident ambassadors at each of its communities, but the individual programs are driven and shaped by the residents themselves.
22 SENIOR LIVING EXECUTIVE MAY/JUNE 2021
LCB Senior Living resident ambassadors do everything from meeting with new res-
idents shortly before or after they move into the community to dining with them to ex- tending invitations to events and gatherings. They may also contribute a “common
questions” supplement to the resident handbook that delves into resident life and provides a resident’s perspective on what new arrivals need to know. New residents feel supported and engage quickly with their new community, partic- ipating in programming and events at a higher rate, and current residents enjoy the opportunity to serve others. “We’ve all been the ‘new kid’ at some
point in our lives—in school, a new job, new town/state, and know how uncertain and overwhelming it can be,” says Courtney Al- lenson, senior engagement director for The Residence at Otter Creek in Middlebury, Vt. “We wanted to start new residents off
feeling positive, connected, and welcomed, the moment they became a part of our community.” LCB Senior Living ambassadors work with the sales and engagement teams to
learn about new residents and then deter- mine the best match for a primary ambassa- dor and which programs and people to first introduce them to. Ambassador committees regularly meet
with community directors to go over up- coming move-ins and to explore new ways ambassadors can help with the transition. Monique Foote, senior engagement direc-
tor of The Residence at Silver Square in Dover, N.H., says her community’s ambas- sador group has been “wildly successful.” Over the years, the ambassador com-
mittee has grown more autonomous, Foote says, and now meets monthly and operates as a sub-committee of the Residents Advi- sory Council. The success of the program throughout
LCB Senior Living can be traced to its com- mitted volunteers: “Any time we (associates) can step back
and take a supporting role, letting our res- idents lead, everyone wins,” Allenson says. “Each of our residents has so much to offer,
it’s just a matter of creating the opportunity for them to be able to thrive and our resident ambassador program does just that.”
HELPING RESIDENTS
TIPS ON MAKING OR REVAMPING AN AMBASSADOR PROGRAM:
• EDUCATE: Having an information session or discussion about the importance of socialization and inclusion can inspire volunteers and assure them that what they offer is of great value to the community.
• GAMIFY: Showing someone around is great, but having fun doing it is better. Add in meaningful conversation prompts; have residents show their favorite place and why; have associates you meet along the way share one fact such as a favorite color or name of a pet; hunt to find five things that begin with the new residents’ initials.
• SUPPORT: Ask how much and what kind of support a resident group wants. Some want to work independently and others would like a staff member to help lead.
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