Track Sessions

Breaking Down Silos: The Role of Operations in Sales & Occupancy

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Rebuilding occupancy through the pandemic is more than the Sales Director’s job in a community, and will require an all-hands-on-deck mentality for regional and corporate leaders alike. With demands high for operations teams in both community settings and home office functions, there can be little time left to invest in sales efforts. This session will help identify opportunities for operation teams at any level that maximizes time and output, while breaking down barriers between the two departments.

Speaker: Lacy Jungman, Vice President of Marketing & Communications, Heritage Communities

Creative Lead Generation and Closing Strategies

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Improvement in occupancy during the time of greatest challenge in senior living: It can be done. Hear from operators who managed their marketing and promotion, digital platforms, and tracking to create conversions over the past year.


Speakers:

  • Diane Macheers, Senior Group Director, Attane
  • Marti DiTaranto, Vice President of Sales & Marketing, The Ridge Senior Living

Leading Efforts to Confront COVID Challenges and Identify New Opportunities

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The senior living industry faces major challenges but also historic opportunities in addressing the COVID-19 pandemic, workforce crisis, and accessing critical funding for provider relief and infrastructure needs.  In this session, we will discuss the impact of the COVID-19 pandemic on the industry, the severity of workforce challenges and the need to obtain and rapidly distribute critical funding for provider relief and infrastructure.  Presenters will not only discuss the most current information on these critical senior living challenges but also provide guidance on what the collective industry must do in order to preserve a model of care that provides middle income seniors a true option to meet their needs and preferences.

Speakers:

  • Maggie Elehwany, SVP of Public Affairs, Argentum
  • Brian Jurutka, President & CEO, The National Investment Center for Seniors Housing & Care (NIC)
  • Mark Woodka, CEO, OnShift

The Intersection of Senior Living Insurance, Claim Trends, and Public Policy

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The senior living industry continues to face challenging trends related to professional liability. COVID-19’s impact will add new twists to those existing challenges. In this session, we will discuss those current liability trends impacting the industry and the insurance marketplace response. We will also review areas to consider as we emerge and rebuild related to liability as well as opportunities around reopened office environments and hybrid working arrangements. Further, we will examine the current spotlight on senior living and its potential impact on liability, risk, and insurance.

Speakers:

  • John Atkinson, Managing Director, Industry Leader and Chairman, Marsh Chicago
  • Tara Clayton, JD, Senior Vice President, Marsh Senior Care Practice

Standardizing Infection Prevention & Control

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Infection prevention and control (IPC) best practices were already in place against threats such as influenza before the pandemic crisis. During and after the immediate crisis, multiple approaches and practices arose in response to changing knowledge and guidance. Where are we now—and what is needed for today and into the future?

Speakers:

  • Rhonda DeMeno, Director of Clinical Risk, Willis Towers Watson
  • Megan Crosser, Director of Infection Prevention, nodMD

Moderator: John M. Schulte, Vice President, Quality Improvement, Argentum

Community Turnaround Success Stories

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The extent of market, operator, and financing movement and change during and after the pandemic crisis signal that several communities soon will be subject to turnaround efforts. Find out how a community can get on a better footing and offer greatly improved quality while minimizing potential troubling effects on residents or workforce. This session goes inside community turnarounds to share how to create beneficial practical, cultural, and strategic changes.  

Speakers:

  • Chris Bird, EVP/Chief Operating Officer, Life Care Services
  • GeLynna Shaw, Managing Director Rental Division, Life Care Services


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Understanding and Complying with the New Regulatory Environment

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As the immediate pandemic threat fades, the prospect and realities of new regulations become top of mind for many operators. This session looks at regulatory trends, priorities and interests for state regulators, and opportunities for industry/regulator collaboration on model guidance. This session also gets into readiness planning, risk assessment/risk management, and other topics to help industry leaders prepare for regulatory changes.

Speakers:

  • Rhonda DeMeno, Director of Clinical Risk, Willis Towers Watson
  • Alfred Johnson, President, National Association for Regulatory Administration (NARA)

Moderator: John M. Schulte, Vice President, Quality Improvement, Argentum

The Impact of COVID-19 on Consumer Confidence

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Does the public perceive senior living as a safe place to live? What affect did COVID-19 have on these perceptions? ProMatura’s founder and CEO Margaret Wylde, PhD, shares expert analysis of the market research on these and related questions. This session gives insights that go past the assumptions to capture consumer thinking and how confidence can be strengthened.  

Speaker: Margaret Wylde, PhD, CEO, ProMatura Group

Igniting Your DE&I Journey

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Over the last year, many organizations have made new or renewed commitments to diversity, equity, and inclusion. Whether your organization has just begun a journey or wants to ignite a renewed commitment, the question remains – where do you start? Join this interactive panel to hear about the latest research, spark actionable ideas, and learn about resources and tools to support your organization’s DE&I strategy. During this panel discussion, you will:

  • Learn about the importance and value of building a diverse, equitable, and inclusive workplace
  • Learn about the importance of leveraging data to build your DE&I strategy by first examining industry trends to help HR executives examine their own culture, practices, policies, and opportunities to build an intentional DE&I strategy
  • Learn about best DE&I practices from top Fortune 100 companies along with healthcare and hospitality sectors
  • Learn about critical elements of a DE&I plan
  • Learn about organizations, resources, and tools to get you started on your DE&I strategy journey


Panelists:

  • Mako Fitts Ward, PhD, Assistant, Professor of African American and Women and Gender Studies in the School of Social Transformation Arizona State University
  • Jacquelyn Kung, DrPH, CEO, Activated Insights
  • Akerah Mackey, Diversity, Equity, and Inclusion Specialist, Vi Living


Moderator:

  • Judy Whitcomb, SVP, Organizational Strategy and Effectiveness, Vi Living

The REIT Panel: Looking Ahead to 2023

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Sweeping moves from major senior living REITs characterized the immediate post-pandemic period. Will this kind of movement become the new normal? This panel takes a long-term look at various scenarios that could emerge from this disruption and what changes may be here to stay.  

Speaker: Michelle Kelly, Senior Vice President, Investments, National Health Investors, Inc.

Moderator: Ray Oborn, EVP, Asset Management, American Healthcare Investors, LLC


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Training Memory Care Staff in the Validation Method

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The feeling of being understood, respected, and supported is something all humans need; those with dementia or cognitive disorders need it no less. The validation method acknowledges this reality. Through practicing skills such as listening, extending empathy, and entering the world of the resident, stress and the behaviors it can lead to can be reduced among residents—and caregivers and the community can also benefit. Traci Wagner, director of engagement and program services at Sunrise Senior Living and certified validation teacher, provides insight into putting the validation method into practice. 

Speaker: Traci Wagner, Director of Engagement and Program Services, Sunrise Senior Living

Occupancy Growth Success Stories

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As the pandemic broke, the warnings came: The industry not only will see droves of move-outs, but also enduring damage, reputational and economic. Yet some operators actually saw increases in occupancy. What fueled this success? This group looks at factors including business models, marketing, clinical, innovation, communication, culture and more, for insights into growth.

Speaker:

  • Dave Keaton, President, Retirement Center Management Senior Living  
  • Janel Wait, Chief Strategy Officer, Attane

Moderator: Tim Mullaney, Editor, Aging Media Network

Instilling a Coaching Culture

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Giving and getting feedback, instilling, and growing trust, stretching, and supporting—these and other coaching skills may require a culture change to grow. What are the factors that make up a coaching culture? How can this culture benefit both workplace climate and interactions with residents and potential residents? This look at coaching success stories provides information and inspiration.  

Speaker: Gary Magenta, Human Capital Consultant, Arena

Market Outlook for Senior Living

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It is an industry that has survived the Great Recession and an unprecedented pandemic. But what are future market challenges as well as opportunities that could impact the industry? This session looks at senior living in the context of larger trends to guide decisions going forward.

Speakers:

  • Chuck Harry, COO, National Investment Center for Seniors Housing & Care (NIC)
  • Tod Petty, COO, Executive Vice President, Lloyd Jones Senior Living


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Third Party Auditing in Senior Living: A Success Story

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As senior living communities look ahead and work to return to profitable growth and rebuild their reputations to become a brand of choice for residents and workers alike, many are taking a closer look at their total operations—evaluating operations across all facilities and disciplines to identify risk, cost savings and operational efficiencies. The pandemic highlighted risk associated with infection prevention and the importance of proper procedures, but Senior Living communities have always been focused on these things. Hear how these speakers have partnered to develop and implement a comprehensive audit program that drove brand standards across all levels of care from dining services and housekeeping procedures to transportation and human resources. Hear what drove Brookdale to implement an audit program and benefits from lessons learned as both companies share their experiences and best practices to deliver quality care and optimize operations across communities. 

Speakers:

  • Amanda Coulombe, Director, Corporate Accounts, EcoSure, a division of Ecolab
  • Mandy Sedlak, Senior Manager, Brand Excellence, Public Health and Food Safety, Ecolab

The Digital/Human Intersection: Maximize Your Investment, Minimize Your Risk

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Technology is not the ” be all, end all” problem-solver but this session will showcase how to find the right balance of digital and human interactions to maximize your investment, elevate your programs, and produce results. As a company considers an investment in a technology solution to solve a major problem and/or enhance workflow there are several considerations that will determine the success of implementation.  Questions that will help make that determination include: How does technology fit within a comprehensive program? Are you ready to make the adjustments needed for the technology to work?  How do you maximize these innovations beyond the initial “wow” factor? Join this session to learn answers to these questions and more.

Speakers:

  • JoAnne Carlin, Vice President Clinical Risk Services, Willis Towers Watson
  • Sheri Easton-Garrett, Senior Vice President Clinical Operations, Belmont Village Senior Living  
  • Shirley Nickels, COO, SafelyYou

Retention Strategies in the New Work World

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Senior living has long faced labor shortages. Post-pandemic, the rest of the country is experiencing this as well, as job openings and voluntary terminations spike to record levels. What do workers want in the post-pandemic work world? What makes them want to stay? Using real-world examples, this session sheds some insight on this unusual trend. 

Speakers:

  • Pam Engle, SVP People & Administration, New Perspective
  • Nathan Levoit, Senior Vice President of Human Resources & Talent, Silverado
  • Charles Turner, CEO, KARE

Driving Performance with Business Intelligence

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To elevate performance, today’s communities require data that combines real-time financial, operational, and ancillary services intelligence. This synthesized data provides visibility into the future and enables communities to improve business decisions and increase their company’s competitive edge. How can technological advances in business intelligence (BI) help to accomplish this? Presenters will discuss emerging technologies and how they could impact your community, including your operational processes, resources, and residents. 

Speakers:

  • Cameron Bell, Vice President, Portfolio Management, National Health Investors
  • David Eskenazy, Chairman of the Board, Cogir Management USA
  • Todd Heinemann, Senior Vice President, Merrill Gardens
  • Richard Nix, Senior Director, Yardi
  • J.R. Southerland, Regional Director, Yardi


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Zoom Room Discussion: Resetting the Table: Embracing Change in Hospitality

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Host: Tracy Blazer, MPH, Regional Director of Operations, Morrison Living

Looking to the future in senior living is top of mind for every leader providing senior services. The challenges we face today highlight the role we play in supporting residents’ need for self-determination, independence and a supportive environment in which they can age in place. The lessons learned in 2020 and our heightened responsibility to be responsive to conditions outside our doors will not go away. They are now part of the fabric of our business climate. As such, the opportunities are immense when it comes to our ability to radically improve the quality of life for our seniors and workforce.

Today, more than ever, protecting the health and safety of our residents and associates is Job #1. We know it’s yours too. People’s needs and perceptions of safety, connection and hospitality have changed. It’s time we look ahead, adapting our services and spaces so our residents and associates will thrive in the “Next Normal.” Join us for a fruitful discussion on what the “Next Normal” looks like to you.

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How Telehealth will Impact Care in Senior Living Environments

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Telehealth’s benefits of convenience, chronic disease management, and better care coordination are widely known. The pandemic has added other benefits directly related to the senior living industry: reduced exposure of third-party providers to vulnerable residents; improved billing and reimbursement models from CMS; and HIPAA flexibility during the crisis. What capabilities could telehealth provide related to testing and screening for the next wave of COVID-19? What will the long-term impact be to senior living organizations as telehealth implementations progress and resident adoption increases? What impact might telehealth have on community staffing levels? One thing is certain: telehealth is here to stay. This session will provide both a tactical and strategic overview of this care delivery model and its impact on senior living.

Panelist:
Varun Bajaj, MHA, Project Lead, Digital Health, New York-Presbyterian
Jason Hazel, PT, DPT, Chief Development Officer, Fox Rehab
Scott Smith, Director of Experience and Education, Thrive Senior Living

Moderator:
Erin Shvetzoff Hennessey, Chief Executive Officer, Health Dimensions Group

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WHAT the…?! Operators Share what Hit the Fan and Why

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While operators have long been prepared for flu and hurricane seasons, COVID-19’s lengthy and ever-evolving march through senior communities has created unexpected challenges. Throughout the crisis, Argentum has conducted Executive Roundtable calls and webinars to share collective knowledge and experience on best practices. Organizations have readily shared solutions, forever altering normal operating procedures and expanding our arsenal for the next pandemic. This session will highlight the best of those insights, as well as provide an opportunity for operators to engage in robust, live Q&A with our facilitator and with other attendees.

Facilitator:
JoAnn Carlin, MSN, RN, NHA, CPHRM, CDAL, Vice President Clinical Risk Services, Willis Towers Watson

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Engagement in the New Normal

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In today’s environment, “selling” assisted living to the consumer will need to focus not just on safety, but also socialization. The word “isolation” takes on a new meaning when quarantine is required and not optional. Operators need to ensure physical isolation does not lead to social isolation.

The new normal will be finding ways to keep people engaged in a modified way. Studies have shown that social isolation and loneliness affect over half of seniors in care. Senior living provides congregant living that can mitigate this, however, with mitigation and containment measures related to COVID-19 and slow lifting of restrictions of group programming and visitors, how do we provide and “sell” engagement, today and tomorrow?

How can we draw those seniors into support circles of fellow residents or supportive family members? How can we provide a supportive, safe and fun quality of life? This session will feature strategies and solutions to the problem of engagement in the New Normal.

Panelists:
Karen Doering, Chief Operating Officer, Senior Star
Tony Galvan, AVP of Living Well, Vi Living
Whitney Lane, Senior Vice President of Operations, Watercrest Senior Living Group

Moderator:
Maria Nadelstumph, Senior Vice President, Brandywine Center of Excellence

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Liability Mitigation Strategies for the New Normal

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The global pandemic has placed all senior communal living environments under increased scrutiny. That said, senior living has seen an increase in liability claims as well as premiums in recent years, brought on by the growth of resident acuity levels and other factors. There are mitigation strategies that can be implemented to reduce losses related to falls, elopement, wounds, and yes – COVID-19. This session will review the risk management protocols that all senior living organizations should have in place to reduce the impact of potential litigation for any crisis. Mitigation measures to help reduce increases in professional liability insurance premiums will also be discussed.

Panelists:
Tara J. Clayton, JD, Senior Claims Consultant, Willis Towers Watson
Thomas G. Goodwin, Senior Operations Counsel, Atria Senior Living
Thomas A. Graham, Hall Booth Smith, P.C.

Moderator:
Frank Russo, Senior Vice President of Risk Management, Healthpeak Properties

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Food Safety Strategic Planning

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According to the CDC, currently there is no evidence to support transmission of COVID-19 associated with food. Pandemic or no pandemic, vigilance must always be maintained to protect food and dining safety. Brad Barnes, director of consulting and industry programs at The Culinary Institute of America, is a Certified Master Chef and an inductee of the American Academy of Chefs, the American Culinary Federation’s honor society. He will walk attendees through the thought process required to establish an overall strategic plan for food safety at the community and corporate level.

Presenter: Brad Barnes, Director, CIA Consulting and Industry Programs

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The Permanent Impact of COVID-19 on Senior Living Operations

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The pandemic has had deep impact on all aspects of senior living. What is going to become “standard practice” once the crisis has passed, and what will be “pandemic standard practice”? This session will feature three COOs who will share how resident communications, infection control, supply chain, staffing and health system partnerships have been changed forever in their operations.

Panelists:
Michelle Egerer, Senior Vice President, Community Operations, Silverado
Alan Fairbanks, Executive Vice President of Operations, Bickford Senior Living
Meredith Mills, SVP and Chief Operating Officer, Country Meadows Retirement Communities
Earl Parker, President and COO, Commonwealth Senior Living

Moderator:
Tim Mullaney, Editor, Senior Housing News

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Discerning Intentions of the Future Consumer

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Although senior living as an industry is heads-down dealing with the challenges posed by the pandemic, there will come a time when the virus is contained and long-term development planning can resume. Dr. Margaret Wylde has spent decades conducting landmark consumer research projects for organizations in 50 states, 11 countries and 6 continents. She will share her latest research on what future consumers will look like – and what they will want – from senior living. Following her presentation, she’ll take questions on her predictions for consumer confidence and what you must do to ensure your prospecting pipeline is preserved for the long haul.

Presenter:
Dr. Margaret Wylde, CEO, ProMatura, LLC

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Aligning the Owner / Investor Relationship

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One can’t navigate the world of seniors housing and care without the other, yet how do operators and investors co-exist in a way that is productive and that fosters long-term growth and collaboration versus frustration and angst during and post COVID-19? Developed over two decades in working with hundreds of operators and investors while navigating the complex dynamics involved, Traci and her team have developed a Seniors Housing Scorecard™ designed to drive business performance. With key focus on people, product and process, this tool is creating a common language between partners that fosters standardization while maximizing business performance and outcomes for all stakeholders involved.

Presenter:
Traci Bild, President & CEO, Bild & Co.

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The Art and Science of Managing Cash Flow: COVID-19 Impact and Mitigation Strategies

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Predictions of the costs associated with COVID-19 have been staggering: third-party analysis projects an adverse economic impact to the senior living industry of between $40 billion and $57 billion over the next 12 months. How will senior living be able to weather these sustained headwinds? What are senior living organizations doing to account for pandemic-related losses, project future occupancy rates, and plan for future investment in the wake of such immense business disruption? This session will feature three leaders who are willing to share their mitigation strategies, along with an industry-wide overview of the short- and long-term financial impact on the senior living industry.

Panelists:
Colleen Blumenthal, COO/Partner, HealthTrust
Diana Bridgewater, EVP, CFAO, Life Care Services (LCS)
Chris Hyatt, President, New Perspective

Moderator:
Chris Wettig, Chief Financial Officer, Legend Senior Living

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A 360-Degree View of Crisis Communications

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Most senior living communities experienced first-hand the impact of the pandemic, or dealt with the blowback as residents, family members and staff dealt with daily headlines reporting outbreaks and deaths among communities for seniors. This master class in crisis communication will provide an in-depth look at senior living’s response to the crisis from several functional angles. From social media to news stories to communicating with investment partners, this session will provide you with a roadmap to better equip your company for any communications crisis.

Panelists:
Jonathan B. Barbieri, Senior Vice President, The Hearth Management
Brandon Ribar, Chief Operating Officer, Capital Senior Living
Jeffery Smith, SVP, Sales & Marketing, Integral Senior Living

Moderator:
David Dodson, VP, Sales & Marketing, Harbor Retirement Associates, LLC

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Making the Move to Omnichannel Marketing

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“Omnichannel” doesn’t mean marketing across multiple channels. It means ensuring that each channel and brand are bridged – so that every customer has the same, continuous experience as they move from one channel to the next. How do you guide your organization to make this move? How long does it take, and how much buy-in will you need? How does “multi-touch attribution” work? Which is better, videos with high production quality, or short snippets? Brand leaders from several organizations who have achieved an omnichannel approach share their lessons learned in this fast-moving panel discussion.

Panelists:
Jamison Gosselin, Chief Marketing Officer, Eclipse Senior Living
Lacy Jungman, VP of Sales & Marketing, Heritage Communities
Brenda Schreiber, SVP, Marketing, Mather
Rick Westermann, VP, Sales and Marketing, Life Care Services LLC

Moderator:
Jeff Shaw, Managing Editor, Seniors Housing Business

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Transforming your Operations Environment into a Sales Organization

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From caregiver staffing to resident engagement activities, daily touchpoints with long-time residents, families and new residents are numerous and hugely impactful to the health of your prospecting pipeline. For example, many senior living sales professionals will tell you that a resident’s “post-sale experience” is typically forgotten. Now more than ever, everyone should be participating in the sales process. Charlene DeCesare will engage attendees in a highly interactive discussion on how to establish a relationship-sales approach not only with your sales and marketing teams, but also with every team member — converting more of your pipeline prospects into residents and advocates for your community.

Presenter:
Charlene DeCesare, Sales Advisor, Training & Guide, Firewalk Sales

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