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Slide Notes
thank you for having me here with you today. My name is Helen Anderson, I am a nurse care manager at HelloCare in Oregon. We care for people in their homes and offer a senior day care. Our lovely senior day care manager Tiffany Morgan is here with me. We will be doing an activity and she will be getting the materials to you for that. We are discussing appreciation that works to recruit and retain your care staff.
Appreciation that WORKS
Published on Sep 13, 2023
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Appreciation that WORKS
Helen Anderson, RN, MSN, GERO-BC
thank you for having me here with you today. My name is Helen Anderson, I am a nurse care manager at HelloCare in Oregon. We care for people in their homes and offer a senior day care. Our lovely senior day care manager Tiffany Morgan is here with me. We will be doing an activity and she will be getting the materials to you for that. We are discussing appreciation that works to recruit and retain your care staff.
Photo by Towfiqu barbhuiya
Act 1
Problems and Solutions Start at the TOP
apprecation isn't one thing, it's a culture of humility and valuing the whole person
Photo by Mathias Jensen
A team is a reflection of it's leader.
we are well aware of the staffing shortage...that isn't going anywhere. We aren't going to have the people to care for all the older folks that will need help. Focus on the right things consistently and you can become the team the gold star care givers want to join. Do you know those lifetime care givers? That have that special talent for caring for others? There will always be those people out there and you want them on your team. We call them Gold Stars and we want them to choose HelloCare even if we can't pay as much as an Assisted Living or Memory Care.
Photo by Random__Alex
"Yesterday I was clever, so I wanted to change the world. Today I am wise, so I am changing myself. - Rumi
we are talking appreciation today. zoom out and that means culture, attitude and the overall feeling I would get if I walked into your building. Are people relaxed and smiling. Is the team friendly and supportive of each other. This is ultimately a reflection of your leadership. If you are struggling with recruiting and retention look in the mirror, you are the problem. If you are struggling with your team - retention, performance and accountability change yourself and your team will follow.
Photo by Abdullah Ahmad
know thyself
- 16personalities.com
- it's lonely in the CEO role
- have an outside support system
- NEVER ask a team member to assist with personal issues.
- Maintain professional boundaries
you aren't perfect - work with your own strengths
Photo by AbsolutVision
Untitled Slide
this is my personality profile. This gives me understanding of my role on a team I value cooperation and social harmony. I don't do conflict well, so I bring another manager in when we need to have hard talks.
Act 2
Build A Culture of Appreciation
Language - NO
- You work FOR HelloCare.
- "I need you to work Thursday"
- "That's your problem"
traditional work place language promotes transactional relationships. You words should always show your care and concern for your team - these phrases don't support that idea.
Photo by matusfi
Language - YES
- I work WITH HelloCare
- "Would you like to care for Mr. Jones Thursday?"
- That sounds tough. How can I help?
Our language should reflect our culture of care while acknowledging the fact everyone is included and respected on the HelloCare team. We expect our care team to be responsive to needs of our clients. It's important that same care extends to the members of the care team. Offering to help does not commit you to anything.
Photo by Mayur Gala
What doesn't work
- lowering expectations
- making exceptions
- competing only on wages
- the "solo genius" manager
You've brought these amazing Gold Stars to your team and like a garden your team needs to be tended and carefully nurtured. If a Gold Star sees team members at substandard performance with no consequence the trust in leadership is damaged. Trust is hard to build and easy to break.
Photo by JD Hancock
what does work
- build trust - find ways
- invite disagreement
- empower others to solve problems
- address issues directly asap
insubordination is word that does not belong in our current work environment. Our team needs more respect from leadership. Disagreement is welcome as it leads to new ways of solving problems. Trust in leadership and other team members is crucial to a stable team.
Photo by Kevin Gent
Shooting holes in the boat
- not helping your team succeed
- impeading progress
- blaming others
- check for gaps in training
- off board if needed
Photo by Seattle Parks & Recreation
Act 3
Leadership expectations
Friendliness = Trust
- Smile and be ready to listen
- You can't UN-SAY something
- take the blame
- empower staff to solve problems
- be empathetic - remember when you struggled
Make it a rule to be consistently friendly and admit if you make a mistake. Take the blame. Empower your team to solve their problems and remember to look for the good.
Photo by Ravi Patel
trust builders
- what gets rewarded gets repeated
- trust makes it easier to deliver critisms
- praise in public, admonish in private
When you have a culture built on trust, feedback is less likely to cause defensiveness.
Photo by Benjamin Davies
Your team expects more...
- responsive to issues
- control of schedule
- purpose from work
- compensation to match inflation
this is a 21st century workforce and you must adapt to the expectations. These expectations are realistic and should have been part of caregiving before. Don't fight them, work with them
Photo by .^.Blanksy
Appreciation
- Staff meeting SHOUT OUTS
- Newsletter - SHOUT OUTS
- designated staff support
- Thank families for sharing them with you and your clients
- Check on staff if sick
- Meal drop offs if sick
Create a culture of appreciation. We start all staff meetings with introductions and a shout out to someone they want to recognize. Thanking families for sharing their mom or dad with us is the absolute best. Acknowlege the existence of our team's families and ask about them. When you meet the kids tell them "I am a big fan of your mom. She does an amazing job helping people that need her. You must be so proud of her." And they are. The have a big smile and they are beaming. It's very fun. Remember to check on staff if they are sick. Don't ask about work. Be sure you show concern and not transactional.
Photo by Spencer Davis
Acknowledge this truth
- be honest about hardships unique to the $16-21/hr population
- set example of finding the good
- caregivers choose a financially penalizing career.
- being poor can cause anxiety and depression
- interest-free payday loans
- it's not the same to be poor now.
we will always need caregivers, let's be honest about the financial volatility most of our staff is dealing with.
Photo by Mudabbir Ahmad
People who want to work, don't want to work with people who don't want to work.
Photo by Quino Al
PIP - Performance Improvement Plans
- Be VERY specific about the problem
- support the solution
- return to your process and determine where you can improve
- when expectations are not met, termination can be the logical final step
I had a restaurant manager I worked with before I went to nursing school. If he had to give you a write up, you felt like you should thank him afterward. He made you feel like he cared enough about you to hold you to a higher standard. He made you believe in your ability to be the person he wanted you to be. A PIP should always be detailed and clear about the expectation and why we have those expectations. That leads to an easier termination process if PIP is not followed.
Photo by Akhilesh Sharma
Caregivers...
- primarily female
- past trauma
- no time or $ for self care
- rising costs=stress
- caring for family - parents, kids, grandkids
Photo by Thomas Hawk
Thank you note
- hand written
- be specific
- 4-5 sentences
- no requests, only gratitude
- forward looking
- Sincerely, Helen
Tiffany is passing out thank you notes. Think of someone on your team that you want to show appreciation. Imagine them opening this card and knowing their contribution has been noticed
Photo by Alexas_Fotos
More inspo!
- When it is just not possible to do it, you make it happen. Tuesday was chaotic with new clients starting and then the emergency in the bathroom. Your professionalism made all the difference.
- Our new team members look to you for guidance and you always help them find the best solutions. Wow!
Photo by Eduardo Barrios
Inspiration!
- Thank you for your help training new team members last week. Please accept this card as a symbol of my sincere gratitude for everything you’ve done. Your special talent for caring for seniors deserves to be shared and celebrated. The HelloCare team is better because of you.
Photo by Cornelia Kopp
