Teamwork and Trust
Caregivers, Managers, and Industry Leaders Work Together
What does it take to provide the highest degree of quality care, to create a
strong presence in the community for the facility, to foster a spirit of fun and
compassion, and to ace state and federal inspections? Assisted Living Success
magazine asked nine department managers at Scottsdale Village Square, a
continuing-care facility providing independent living, assisted living, and
nursing care center in Scottsdale, Ariz., who are pictured on this month's
cover. The answer to the question is teamwork, trust, and communication, these
managers emphasize. Here's what they had to say about the essential components
to facility success:
Colleen Sweet Executive Director
 "Without
teamwork and the ability to rely on my staff, I couldn't run our facilities
successfully. It can be a stressful, busy day, but I know I can depend upon our
people to help get the job done well. Even on the most challenging of days, we
all come together, work hard, and take pride in what we do. The key is always
remembering that our residents come first, and that we are here to make their
lives better. The residents keep us going. We love their wisdom and enjoy
hearing their ideas and stories from their past. When residents' family members
walk into our facilities, they remark about the warm feeling they get from the
staff, from the nurturing environment we have created here."
Lisa Krohn Assisted Living Director
 "We
can't do this without teamwork. A caring staff is what we are truly all about
here. We have low staff turnover, which reflects a sense of stability and tells
us people love their work. I always want to be there for my staff because
they're on the front lines and we need to support each other. Communication is a
vital component of teamwork, so that's why I communicate constantly through
memos, e-mail, meetings, and I always have my phone with me so I can stay
connected. I'm here to put the needs of our residents and our staff first."
Holly Gibson Administrative Assistant
 "To
me, teamwork is when everything flows, and the pieces of the puzzle fit
together. We have a great team here, and it's a joy to interact with the
residents and other staff members. We're encouraged to step up to the plate and
work through any problems individually and as a team to reach consensus.
Communication takes patience and requires everyone to understand where the other
person is coming from. It's important to see and respect the other person's
point of view. Whether it's being a sounding board or a decision maker,
communication and teamwork is essential to everything we do here."
Nikki Rowland Community Relations Director
 "We
can't excel at what we do unless there's teamwork and a solid understanding of
each other's roles, expectations and perspectives. We share our commonness as
well as our very individual ideas. Communication is critical; we have frequent
meetings so that each department knows what's going on. For example, since I am
responsible for admissions and marketing, it's important that the staff know
what I'm doing to create a strong presence in the community. In the same manner,
the department supervisors need to tell me what they are doing so that I can
present to the community all the good things we do here. There are newer and
prettier facilities out there, but no one can beat our reputation, our quality
of staff, the variety of our programs, and our dedication to resident
care."
Kathy Whitfill Vistas North Coordinator
 "As
much as we give here, we get back tenfold. Each of our residents is living in a
certain moment, and our collective goal is to ensure that moment is the best it
can be for them. On our unit, teamwork is critical. Each of our staff members
knows that once they walk through the door, they are in the world of dementia,
and they are in the residents' world. Our staff members and caregivers must be
in tune with each other and with the residents in order to pick up on subtle
signs of how they are feeling. They must communicate their observations on every
shift and share this information with the next shift to ensure the highest
degree of care for this special population."
Debi Hernandez Food Service Director
 "All
department heads have the same mission--to ensure the highest quality of life
for our residents. We are here to please our residents and take good care of
them, and that requires teamwork and communication. Even though we have a large
wait staff and kitchen staff, we work well together because we realize good
nutrition is vital; it's the key to our residents staying healthy and active.
The sense of teamwork also extends to our residents. Some of them are former
restaurant owners or food service workers and they offer their opinions, advice
and feedback, and I love listening to what they have to say. They enjoy being a
part of what we do, and it's one big family affair."
Dave Brant Maintenance Supervisor
 "We
believe working together is what gets the job done. But we also enjoy autonomy
and flexibility within the team effort, which allows us to grow in our
responsibilities. We have a great appreciation for one another, especially when
we pull together to fill in for a co-worker who's on vacation or out sick. We
have the freedom to do what we need to do to make the facility run smoothly, yet
we rely on each other to lend a hand when necessary."
Maria Padilla Housekeeping Supervisor
 "Our
department works closely with the maintenance department staff to solve problems
and keep the facility clean, safe, and pleasant for the residents and the staff.
We have fun and make the most of every day, and we enjoy interaction with other
staff and the residents."
Diane Mockbee Activities Director
 "If
we don't have teamwork, my program fails. The nursing staff members are the
encouragers and the transporters of our residents to our activities. The dietary
department fixes special meals and snacks for our program. Housekeeping and
maintenance sets up and tears down before and after our activities. So we need
cooperation and teamwork from everyone here to ensure our residents' wellbeing,
since it's vital to keep their minds stimulated and their bodies active.
Teamwork is enhanced by instilling ownership and investment in staff members,
which leads to passion about their work--and then everyone wins."
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