WORKFORCE DEVELOPMENT


Collecting the Data Needed to Move from Good to Great


By Sara Wildberger T


he Great Place to Work Institute could give its certification to senior living providers. But Dr. Jacquelyn


Kung and her team thought senior care needed its own category. That was the driving force for the establishment of Ac- tivated Insights, in 2017. The feedback the organization has collected from more than a half-million senior living employees since then has helped providers and community leaders adjust processes and recognize suc- cessful programs, as well as providing valu- able information for the industry overall. Now, Activated Insights (activatedin-


sights.com) adds an initiative to its Great Place to Work certifications and annual For- tune Best Workplaces for Aging Services™. In September, it teamed with U.S. News


& World Report for a “Best Senior Living” program covering independent living, as- sisted living, memory care, and continuing care retirement communities (CCRCs). The publication is known for its many consumer information lists, including those on hospi- tals and colleges—and nursing homes. The first listing is coming up fast; it’s slat-


ed for the first quarter of 2022. The basis of the ratings will be data from surveys of residents and family members. The listings cover individual communities, not providers overall. More than 3,500 communities have signed up to participate.


In addition to analyzing data, Kung has


held positions including senior director of strategy at Erickson Senior Living CCRC Management, a McKinsey consultant, and a community executive director. In an email interview, she shares her


career path and some of the vision behind the its listing.


Q. What brought you into your concentration on senior living? A. When I was 12 years old, I happened to go into the nursing home across the street from where I grew up in Texas. When I entered, I saw a group of resi-


dents sitting in their wheelchairs around the front door, as though they were waiting for someone. I soon learned that they didn’t actually


have many visitors, so from that day on- wards, I became a volunteer. Of course, workforce was an issue 30 years


ago, too, so I became a caregiver at that facility. Other caregivers talked about the different work at assisted living communities versus nursing homes, and I was intrigued. After graduate school, I had the good


luck of being hired by Mark and John Er- ickson. After working in the corporate office of Erickson Living, I had the opportunity to be an associate executive director of Green- spring Village in Virginia. It's probably been


Families say they prioritized touring or talking to [Great Places to Work certified providers] because they want to know that those caring for their mom or dad are being cared for in turn by their employers.


Change Agent Profile


Jacquelyn Kung, PhD CEO Activated Insights


my favorite role—and over the years I have stayed in touch with the residents. What most people outside the industry


miss is that the number of thank-you notes we receive as providers far outweighs the complaints and legal challenges. I think it's important to show that to the greater world—and to get recognition for the hard work and long days from community teams.


Q. We seem to have gone from famine to feast when it comes to senior living rating and recognition systems. Are you concerned about oversaturation? What are two or three factors unique to the U.S. News Best program? A. I think operators are always looking for ways to get their hard-working community teams recognition for their great work— hence, so many recognition systems. That said, at best those ratings and rec-


ognition programs get 1 to 3 million visitors a month. However, U.S. News brings an audience


of over 50 million visitors a month. This moves us from “good” to “great,” in terms of consumer visibility. I think that will make a huge difference for our industry and each of our communities who participate in the U.S. News Best Senior Living program.


NOVEMBER/DECEMBER 2021 ARGENTUM.ORG 43


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