SKILLS FOR THE NEW ENVIRONMENT


GETTING MORE FLEXIBLE WITH TECHNOLOGY USE CAN BOOST ENGAGEMENT, EFFICIENCY


can improve engagement and inspire collaboration between residents, staff, and families. Here, he shares insights about how flexibility matters in communication and daily work.


A


Q. Especially in the past year, flexibility has not been an option in senior living. What can managers do to help cultivate this quality within the workforce? A. Managers who work to modernize procedures and communication methods stand a better chance at aligning teams, and technology can help cultivate those standards. Senior living managers need to meet the communication needs of the modern workforce. Mobile devices are the preferred point of communication for most people, especially as younger generations join community staff. By communicating with everyone via methods they typically use, managers can set a standard of engagement for staff that fits into the age we live in today. For example, if there’s an urgent all-staff


meeting, sending a mass text message in- stead of an email is much quicker. A mass text message alerts the staff of the level of urgency and can spread the word faster for a better turnout. Another example we’ve seen is if there’s a


weekly community newsletter, a member of the staff is usually delegated to print out in- dividual copies and place them throughout the community. But there may be a better way to accomplish that uses less resources or time. In communities, transferring and shar- ing newsletters digitally ultimately makes the day-to-day work a lot easier for staff.


16 SENIOR LIVING EXECUTIVE JULY/AUGUST 2021


s vice president of go- to-market strategy and operations at Caremerge, Josh Studzinski helps senior living providers find technology that


It boils down to the type of technology


communities are using to help teams com- municate and get work done. Not providing community staff with the tools and methods they’re already accustomed to puts everyone at a disadvantage.


Q. What kinds of challenges can worker-centered technology present—and how can teams overcome these? A. In the post-pandemic era, as more teams start operating virtually, the shift can some- times hinder responsiveness, transparency, and overall honest communication. One of the big challenges we’ve seen


for senior living staff is sifting through the constant stream of daily noise. Between text messages and emails, it can be hard for community staff to decipher what’s pertinent and what’s not.


One of the big challenges we’ve seen for senior living staff is


sifting through the constant stream of daily noise. Between text messages and emails, it can be hard for community staff to decipher what’s pertinent and what’s not.


Within communities, there will be diffi-


cult conversations between staff, managers, and ultimately the loved ones of residents that can impact their care program and quality of life. For instance, if a staff member sees signs


of early onset dementia, that needs to be addressed immediately. But it can be easier than ever to be unresponsive and hide be- hind devices when things get tough, which creates communication gaps among staff. The best way to address these obstacles


is to regularly have face-to-face conversa- tions with staff to make them comfortable confronting any issues that may come along. Community managers who build trust and transparency in relationships with teams early on can foster that ability.


Q. Do you have an example of where you’re seeing more flexibility in senior living? A. We’ve seen senior living staff getting away from the desktop computer and the office and embracing technology tools that operate on mobile devices, such as staff ef- ficiency apps. An activity manager in a community


in Connecticut, for instance, recently told me that she found our Caremerge app helpful during the time that dining rooms were beginning to be reopened. It was very important to track who was there and who was not. She had been going back to a desktop,


but now she just pulls out her phone to take attendance, and she can stay where she needs to be. Mobile staff apps have been helpful


during the constant change communities experienced throughout the pandemic. Prior to the pandemic, having extra time


in the workday was already a luxury. Now it’s even harder to come by.


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