Ask Helen

Employee Training Key to Resident Satisfaction

BY Helen Shaham

Q.My family and I are considering moving dad to a senior living community. We know that it’sin his best interest but we’re hesitant about making a final decision. He’s in his late 80s and is very active. Our main concern is his well-being. Will he be in capable hands at a community or is it better for him to move in with family?

A.You’ve made the first step in maximizing your dad’s retirement years—realizing that it is in his best interest to move to a senior living community. Now the next step begins—selecting a community that best meets his needs.

Though it’s common to think that dad will be in the most capable hands by living with family, statistics prove otherwise. Often, the family becomes burdened by the additional responsibility of mom or dad. From getting settled to running errands, family relationships may be strained. And there are few opportunities for dad to enjoy companionship with others of his generation.

At most senior communities, staff training emphasizes resident wellness and health. This is especially true of our Palace communities. Employees at The Palace arena’t simply hired, they are selected. Only the very best become part of our family.

one of our greatest assets. We realize the significant role they playing the health and well-being of our residents so we take additional steps to ensure superior training with emphasis on customer service.

The Palace management team, with guidance from Ritz-Carlton hotels,spent more than a year developing and refining a mandatory three-day training session. Each week, new staff members enter our training program, Pal-Tec, which is taught by Juanita Baiamonte, Corporate Director of Training and Education.

Throughout the first day of the corporate orientation, new employees learn The Palace’s history, mission statement and principles—the cornerstone of the program. During the second day,employees learn the residents’ bill of rights as well as general and fire safety procedures. Day three of training focuses on dealing with Alzheimer’s disease and related disorders and risk management.

The three-day orientation lays the groundwork for successful employees but they cannot meet out residents’ training. For two months following their orientation, new staff members complete a supervised training program. It is during this time that they learn how to implement The Palace principle sand mission statement into their daily responsibilities.

Training isn’t limited to new members of The Palace family. We require our managers to learn the changing dynamics of the senior housing industry. We have expanded training to include a continuing education program requiring 35 hours of customized training for each manager. After one year of employment, all full-time employees receive tuition reimbursement should they want to Training is critical to the success of The Palace communities because properly trained employees deliver excellent service. Our Pal-Tec program emphasizes often overlooked success factors which ultimately differentiate The Palace communities. Whether its addressing residents byname or noting their meal preferences, we ensure top-notch and relentless customer service for residents.

Though it may seem that living with your family is the best alternative for your dad, please keep in mind most senior living communities have trained staff. To ease your fears, try scheduling a visit to the community.By observing the residents and employees, you will be better able to make an informed decision based on your dad’s needs and level of care. If the community shares our commitment to employee training,you’All soon realize that your dad will be in good hands.

Helen Shaham and her husband Jacob have en operating retirement communities for nearly 30 years. The Palace Suites in Kendall is a luxury Independent Living Community for active seniors. In addition, The Palace at Kendall campus is home to two Assisted Living Residences and a Nursing & Rehab Center. They also operate The Palace Gardens assisted Living Community in Homestead,Homestead Manor Nursing Homeand The Palace @ Home, a Medicare Certified Home Health Agency. Their two newest projects are The Palace at Weston – luxury living for those 55and over, and The Palace Tel-Aviv, continuing care retirement community in Israel. They have two communities under development – The Palace at Weston Senior Living and The Palace at Coral Gables. More information can be found on the company website,www.thepalace.org or by calling 305-270-7000.