When the COVID-19 pandemic began, no one could have imagined the magnitude of what was to come. But through the fear and uncertainty, came an incredible amount of strength and resilience from our extraordinary employees. The 38 heroes featured below are Chartwell front-line employees from our retirement residences and long term care homes, as well as corporate support team members who, without hesitation, proudly stepped in to volunteer in various roles within our homes, offering their support to colleagues on the frontlines, residents and their family members. All these exceptional people demonstrated tremendous courage, resolve and commitment to Making People’s Lives Better. There is no greater kindness than the compassion that these individuals displayed, and we are forever grateful for their continued dedication. Here are their stories. . .
Vlad Volodarski Chief Executive Officer
View our Thank You For Everything video here.
SHARON BOGLE PERSONAL SUPPORT WORKER CHARTWELL PINE GROVE LTC • VAUGHAN, ONTARIO
“I didn’t get to do all I wanted for my grandmother, so now I do it for my residents.”
Sharon, a Personal Support Worker at Chartwell Pine Grove in Vaughan, Ontario, was inspired to choose her career by her grandmother, whom she looked after for five years when she was younger. “I didn’t get to do all I wanted for my grandmother, so now I do it for my residents,” she says.
support, they needed more comfort and reassurance. Sharon says her team supported each other, followed all health precautions, prayed together every morning, and asked God for protection. “That’s why I wasn’t scared. Because God gave me the courage to deal with any obstacles that come my way.”
After 25 years as a PSW, she hasn’t lost any of her dedication, and her conviction only got stronger during the pandemic. “When I look at the residents, I thank God I am able to be here for them. It’s not an easy road, but it motivates me, and it’s made me stronger in my career knowing I have had the perseverance to be here with them.”
The pandemic has also strengthened Sharon’s respect, love, and admiration for seniors.
Being there for residents meant she had to give even more during the pandemic. In addition to physical
“Seniors are precious. They were mothers, fathers, cousins. They used to do what we all do. Now we need to put them on a pedestal and cherish them. They are like a part of us, and they deserve dignity and respect.”
TAMMY KELLY-BISSELL DIRECTOR, PEOPLE SPECIAL PROJECTS
“[The staff] were truly leading with good hearts.”
Before the pandemic began, Tammy Kelly-Bissell was implementing a technology system to enhance the recruitment and development of Chartwell’s most important asset, its people. Realizing that her years of Human Resources experience could be invaluable, especially in long term care homes, Tammy was eager to volunteer.
process, freeing up the nurse unit clerks, who are all truly amazing people,” Tammy says.
The Director, People Special Projects, immediately jumped in and began helping out at Chartwell Westbury LTC, Chartwell Willowgrove LTC, and Chartwell Woodhaven LTC.
Her volunteering has given her an even bigger appreciation for all Chartwell staff and residents. “It astonished me to see the teamwork and the incredible hours that everyone put in. They were truly leading with good hearts.”
“I focused on where I thought I could best help and began streamlining the agency recruiting and hiring
She began Chartwell’s Agency Hub initiative, that helps to lessen the hiring responsibilities in individual homes. She is proud of how quickly she and her team were able to hire and train so many front-line staff.
When Régine Bayard began her nursing training, her main goal was to work with children. As she was finishing her studies, a classmate told her about an LPN position working with seniors at Chartwell Domaine Harmonie. The tide turned and Régine quickly grew attached to her residents. “They have so much to offer us. They love being with people. I cannot picture myself anywhere else!” That was five years ago. Fast forward to early 2020 when COVID-19 swept through the world and a pandemic was declared. Régine admits that she had some concerns at first. “Like most people, I was apprehensive about the unknown,” she says. “Our residents are vulnerable.” However, Régine is resilient by nature, and she put her hand up despite the sometimes challenging situations. She and her team did everything they could to ensure
the well-being of the residents. Régine was even given more responsibility and assumed the role of Coordinator, but she never felt alone because she had a great team behind her, she says. “Everyone has worked hard - the dining room, maintenance, care staff. I am just one person in the bunch. Fortunately, despite the ups and downs and the stormy weather, Régine and her team stayed the course and kept the boat afloat. “We were lucky. The fact that everyone adhered to public health measures made a big difference.” And Régine drew a great lesson from these turbulent times. “The past year is confirmation that I am exactly where I belong. And I have also learned that in trying times, we stick together to get through it. Human beings are tough.”
RÉGINE BAYARD LICENSED PRACTICAL NURSE CHARTWELL DOMAINE HARMONIE • BOUCHERVILLE, QUÉBEC
“They have so much to offer us. They love being with people. I cannot picture myself anywhere else!”
MANDY WARNER DIETARY CONSULTANT, LONG TERM CARE
“To me it’s just what we do. These are my homes. These are my residents.”
When the pandemic began, Mandy Warner quickly jumped in to support the homes she had been serving for the last 14 years as a corporate Dietary Consultant for Chartwell’s Long Term Care portfolio. Accompanied by her daughter, Victoria, who is studying for her Master’s in Public Health, they went where they were needed – proudly helping with various duties in a number of long term care homes across the Greater Toronto Area. At Chartwell White Eagle LTC in Toronto, Ontario, Mandy and Victoria enthusiastically organized staff
hallway dance-offs, inviting residents to join the fun from their doorways. Mandy also helped to feed and care for residents, and provided education and support to staff. “To me, it’s just what we do,” Mandy says of her willingness to assist during such unprecedented times. “These are my homes. These are my residents... I wanted to make sure they were taken care of and the staff had the support they needed, because it was a difficult and emotional time for everyone.”
PAT THOMPSON ENVIRONMENTAL CONSULTANT, LONG TERM CARE
“I just love helping people. All of us care about the residents. They become your family.”
Pat Thompson began her career in long term care when she was just a teen, working part-time and summers as a Housekeeper. She loved meeting and talking with residents, something she enjoyed just as much early in 2020 during her volunteer time as Environmental Manager at Chartwell Brant Centre LTC in Burlington, Ontario.
Pat, a dedicated Chartwell employee for 15 years, has been inspired by her volunteer experience and is motivated to implement new education pieces for Environmental Managers and Housekeeping staff. “Being there every day for a couple of months really opened my eyes to how we can improve our already strict infection control practices,” Pat says.
“I love my job as Environmental Consultant,” Pat says. “But it was really special for me to go back on the front lines, getting to form relationships with residents again, and working with the incredible staff who gave it their all.”
Pat is driven by her passion for making people’s lives better. “I just love helping people. All of us care about the residents. They become your family.”
MARIE-JOSÉE DÉNOMMÉE KERR COOK CHARTWELL BOIS-DE-BOULOGNE • MONTRÉAL, QUÉBEC
“In our own way, we have a significant impact on the residents, since meals are also an activity for them.”
Like many other workers, Marie-Josée Kerr joined forces on the front lines during the pandemic and doubled down her efforts at Chartwell Bois-de-Boulogne, where she has been working and doing what she does best for the past twelve years: cooking. Marie-Josée has worked her way up from Assistant Cook to Cook throughout her career at Chartwell. She prepares meals for the residents day after day, taking special care to make dishes that they all love and that are always greatly appreciated. What matters most to her is making the residents happy.
She knows the residents exceptionally well, having been around them for so many years. When the dining room had to close as a safety precaution, Marie-Josée gladly agreed to help deliver meals directly to the residents’ suites. She believes that eating well makes a world of difference in their lives. “Resident care is essential, but so is food!” she says. “In our own way, we have a significant impact on the residents, since meals are also an activity for them.” No doubt that is why those deliveries turn into short conversations on the residents’ doorsteps and, later, into sources of comfort for them.
JOHN TURBERFIELD SENIOR PROJECT MANAGER, ONTARIO
“I just rolled up my sleeves along with everyone else.”
When he’s not busy in his role as Chartwell’s Senior Project Manager for Ontario, John Turberfield likes to listen to country music. It’s no wonder then that when he was asked to help out in Chartwell’s Oakville, Regency, Georgian and Tranquility Place Retirement Residences last year, he instantly connected with quarantined residents through a shared love of the genre. “In chatting with one lady at her door,” John says, “I found out that she loved Garth Brooks. I do too, so I dug out six of my old CDs, disinfected them, and gave them to her. It made her really happy.”
A Chartwell employee for five years, in his current Senior Project Manager role, John is a leader and flexible multi-tasker, two skills that were invaluable as a temporary General Manager in the residences. From training, motivating, and auditing front-line staff to serving residents’ meals and even doing dishes, John was happy to jump in wherever he was needed. “I just never really thought about it,” he says. “All of the staff were absolutely phenomenal, and I just rolled up my sleeves along with everyone else.”
“The heart of A VOLUNTEER is not measured in size, but by the depth of their commitment
TO MAKE A DIFFERENCE in the lives of others.” -Author unknown
John Curtis, Chartwell’s Food & Beverage Director, describes his five-member direct-report team as “small but mighty,” supporting retirement residences to deliver safely prepared, high-quality meals that are varied, delicious and nutritious. John’s collaborative team approach was exactly what was needed for his five-week volunteer role at Chartwell Gibson Long Term Care in North York, Ontario. Although the London, England trained chef wasn’t involved with food services there (he does admit however, to popping into the kitchen to praise staff’s “spotless” facility and “excellent” food), he was inspired by the home’s dedicated staff.
“I was in awe of everyone I worked with in my role doing IPAC (Infection Prevention & Control Canada) assessments and PPE audits and education,” John says. “Tina, one of the charge nurses, inspired me to work even harder because despite her incredible schedule, she was always motivating and upbeat.” John says the Chartwell Gibson team felt a tremendous sense of accomplishment when the home achieved COVID-19-free status, and he was proud to play a part in that. “If anything, this experience has re-affirmed my commitment to the Chartwell family. I feel it’s made me a better person.”
JOHN CURTIS DIRECTOR, FOOD & BEVERAGE, RETIREMENT
“I feel it’s made me a better person.”
It’s been an unprecedented year, but staff at Chartwell Ridgepointe Retirement Residence in Kamloops, British Columbia, continue to create special memories. For Receptionist Jackie, one of her favourite moments was from a sunny summer day when everyone decided to honour frontline workers. “We were walking around the building, banging pots, pans and drums when one of our residents came onto his balcony and started playing his violin. People were waving their scarves and blowing kisses. It was a wonderful show of solidarity,” she recalls. Jackie also has many wonderful memories from her pre-pandemic role as the home’s shuttle driver, which she had done for more than four years. “While driving,
I really got to know the residents well and they became part of my family. I love making them smile and knowing that they trust me with their stories.” When the pandemic began, she did less driving, but pitched in where she could, like helping with happy hour and doing curb-side pickups. Eventually, a receptionist role became available, and she was eager to stay connected. Although she has fewer interactions with residents nowadays, she still shares a quick laugh with them when they drop by to say hello. “This is the most rewarding job I’ve ever had. I’m making a difference in people’s lives. The rewards have been far greater than the hardships.”
JACKIE THOMSON PART-TIME RECEPTIONIST CHARTWELL RIDGEPOINTE • KAMLOOPS, BC
“This is the most rewarding job I’ve ever had. I’m making a difference in people’s lives.”
Susan Thibert had only been in her position as a Resident Assessment Instrument/Minimum Data Set Consultant for just over a year when the pandemic began. Normally working with 23 Chartwell LTC Managers to complete the mandated interdisciplinary assessments of residents, the Registered Practical Nurse quickly pivoted to recruiting new LTC staff. Then, in January of this year, she volunteered at Chartwell Woodhaven and Chartwell Westmount LTC homes, mainly auditing staff to make sure they were donning and doffing their PPE properly.
Susan’s goal was to make the jobs of front-line workers easier in any way possible. “I experienced first-hand the dedication of our staff, and it was incredible,” she says. “Every day it’s like going to war with an invisible enemy.” After spending so much time helping staff to follow Chartwell’s strict infection protocols, she hopes all Canadians realize that their hand washing and mask wearing are still critical to keeping vulnerable residents safe and well. “We have to continue to do our part.”
SUSAN THIBERT RAI/MDS CONSULTANT, RESIDENT CARE & SERVICES, NURSING
“Every day it’s like going to war with an invisible enemy.”
ALISON AVILA PERSONAL SUPPORT WORKER CHARTWELL STONEHAVEN • KANATA, ONTARIO
“We became counsellors, confidants and surrogate families. We made sure looking after their mental well-being was paramount.”
Alison stumbled into the role she loves at Chartwell Stonehaven Retirement Residence in Kanata, Ontario, by sheer chance. While working at a local Chapters bookstore, she met a delightful lady who invited her to her 90th birthday party in a retirement community. “I felt privileged and honoured to be invited,” she recalls. “And I had the most wonderful afternoon. My daughter later said to me that I’d make a good PSW. I didn’t know what that was, but looked it up and, at 49, took myself back to school.” She graduated five years ago and has been at Chartwell Stonehaven ever since. “I love this job and connecting with seniors. They’ve lived such fulfilled lives,” she says.
The job she loves changed drastically when the pandemic began. She, like most other frontline employees, became more than just physical caregivers. “We became counsellors, confidants and surrogate families. We made sure looking after their mental well-being was paramount,” she says. Alison, along with her colleagues, put on a united front, learned to manage their own fears, and told themselves they would get through this, together. “We kept COVID out. That was the number one objective for everyone here. We kept everyone safe and healthy.”
ANTHONY RIZZO REGIONAL FOOD AND BEVERAGE MANAGER
“Everybody has an opinion about food, and it’s a great way to relate to people.”
Anthony Rizzo is passionate about food—and making the lives of Chartwell residents the best they can be. A Chef by training, he brought his love of all things culinary to his volunteer role at four LTC homes in southern Ontario this past year. Last Spring, Anthony jumped in to help at Chartwell White Eagle LTC in Toronto, Ontario during an outbreak. Working closely with PSWs in the home, Anthony helped to lift staff morale by bringing them delicious smoothies in the middle of their night shifts.
“It was an eye-opening experience,” Anthony says, who has nothing but admiration for all front-line staff. “I’ll tell anyone who’ll listen how amazing these people are who look after our most vulnerable.” Understanding the importance of meals—especially during quarantine—Anthony used his love of food to connect with residents. “If the resident was Portuguese, I’d ask them what their favourite Portuguese dish was. Everybody has an opinion about food, and it’s a great way to relate to people.”
Anna didn’t have any plans to work with seniors when she was growing up. That changed in Grade 11 when she did a co-op internship placement at Chartwell Park Place in Aurora, Ontario, helping with breakfast service. She had found her calling, and today she’s a Dietary Aide at the residence, and has been for the last six years. Her career choice brings her satisfaction. “I like making our residents smile and I’m very happy when I’m with them,” she says. The beginning of the pandemic brought a new intensity to her job. Dining room service was temporarily suspended, residents had to isolate in their suites and meals were delivered to them.
“It was a huge adjustment,” she recalls. “We were all anxious and worried because we wanted to keep our residents safe.” But when she reflects on how she and her co-workers pulled together, remained calm, and faced challenges one day at a time, she also feels a deep sense of accomplishment. “My work ethic has become stronger, I find I’m more patient with people, and I’m proud that I helped. I found reserves of inner strength, I was able to lift the spirits of our residents, and help to keep them safe.” She was also inspired by her residents. “Seeing their ability to put up with the pandemic and keep their positive outlook is very inspiring.”
ANNA WAYSKINNER DIETARY AIDE CHARTWELL PARK PLACE • AURORA, ONTARIO
“We were all anxious and worried because we wanted to keep our residents safe.”
SARAH ZONNENBERG CONSULTANT, RESIDENT CARE AND SERVICES, NURSING
“This is what I signed up for as a nurse.”
“If I was asked to volunteer again, I would say, absolutely! This is what I signed up for as a nurse,” Sarah Zonnenberg says. This has been the greatest challenge of my career, and I can’t walk away from that.” As Consultant, Resident Care and Services, Sarah has spent over a decade supporting the Directors of Care in Chartwell LTC homes, and more than two decades working on the front lines. She is the epitome of what it means to be resident-focused and spent much of 2020 volunteering in five Chartwell
homes, including Chartwell Westbury, Chartwell Winfield, Chartwell Willowgrove, Chartwell Woodhaven, and Chartwell Aurora LTCs. While she spent weeks living in hotels, finding it difficult not seeing her family, including her four daughters and two grandchildren, Sarah empathizes with the residents who were isolated for months, and the incredible efforts of the staff who cared for them. “I can’t tell you the number of people who worked so hard to ensure residents had the best possible outcomes. Everyone gave it their all.”
SANDRA SCOTT HOUSEKEEPER CHARTWELL IMPERIAL PLACE • SURREY, BC
“This is my second home. It gives me purpose to look after our residents.”
After more than 30 years at Chartwell Imperial Place in Surrey, British Columbia, first as a Dining Room Server and then as Housekeeper, Sandra feels a lot of fulfillment and is grateful for the many close bonds created. In fact, a few years ago, she looked after a couple of residents whose parents she had cared for early on in her career. “This is my second home. It gives me purpose to look after our residents,” she says. “I will never forget some of them, they’ve left such an impression on me.” Sandra likes movie stars from the 30s, 40s, and 50s, she dances the Charleston, and she knows the lingo from those eras. “It helps me connect with our residents. It makes them smile and gives them a thrill that I like things from those decades.”
Even with her wealth of experience, she found the early days of the pandemic a little surreal. “Who would have thought that in our lifetime we would go through something like this,” she says. “But I hope it helps bring us closer together. Family time means a lot.” What helped her through the challenging days was an abundance of determination. She wasn’t overcome by the uncertainty and she didn’t give up, grateful for the support she received from her management team and the inspiration she found in her residents. “This generation is so resilient. But a little party never hurt anyone, so we have fun events like Hawaiian day and get loud!”
MARLÈNE HARVEY RECEPTIONIST CHARTWELL VILLA CHICOUTIMI • SAGUENAY, QUÉBEC
“I was determined to go for it and help.”
When COVID-19 began, all of Quebec had to adapt to a new reality and the teams in our retirement residences worked tirelessly to ensure the well-being and safety of all. Marlène Harvey, a receptionist at Chartwell Villa Chicoutimi since 2005, described those uncertain months in a gentle and compassionate voice, and right away, we felt reassured. Marlène readily acknowledged her great respect for seniors, “for everything they have done in our society.” Altruistic by nature, Marlène developed a strong sense of mutual respect with staff, especially during those trying times. “At first, even though I was worried about the unknown, I was determined to go for it and help.” Marlène provided comfort to concerned residents
and family members and ensured she was following Chartwell’s safety protocols and public health measures. During the pandemic, physical health was not the only thing that mattered at Chartwell Villa Chicoutimi. Residents’ emotional wellness was of significant importance, too. The team set up a visiting room where residents could spend time one-on-one with their loved ones behind a door and security glass, thus preventing physical contact. This soothing space provided great relief. If there is one thing Marlène has learned from these challenging times, it is that “we are stronger together.”
CHRISTINE THOMPSON PROJECT MANAGEMENT COORDINATOR
“I left the home proud and fortunate to have been able to work with such wonderful people.”
When Christine Thompson finished her seven weeks of volunteering at Chartwell Woodhaven LTC in Markham, Ontario, the staff gave her a beautiful plant. Tucked in the leaves was a small sign that said “Hope.”
The job was busy, demanding strict adherence to IPAC (Infection Prevention and Control Canada) controls, but Christine says it was Woodhaven staff who were the stars.
“They told me that’s because I gave them hope and encouragement every day,” the Project Management Coordinator and dedicated 10-year Chartwell employee says.
Sarju was one such colleague, she says, becoming her go-to maintenance person at the home for almost anything she needed to know.
Christine, who was inspired to go into the long term care sector by her mother, fellow veteran Chartwell employee, Pat Thompson, loves to help staff and residents. In her volunteer role at Woodhaven, Christine was responsible for managing the environmental department.
“Whenever I thanked Sarju for his help,” Christine says, “he would always say, ‘You know what, these residents need us, so whatever is needed I am happy to do.’” Christine agrees: “I left the home proud and fortunate to have worked with such wonderful people.”
Even after a 40-year career in nursing and supportive living, Gordon was surprised by the emotional and professional challenges of dealing with a once-in-a-lifetime pandemic. In 2019 he had started his position as LPN at Chartwell Emerald Hills in Sherwood Park, Alberta, and at the beginning of the pandemic his job didn’t change substantially. He diligently maintained his duties of bedside care, supervising staff and dealing with families. That changed when he temporarily transferred to another location for a few weeks to help specifically with COVID-19-related care. “It was emotionally distressing. You’re always wondering if you missed something while caring for someone. Always
asking what more I can do. Always hoping and working hard to make sure patients bounce back,” he says. Professionally, working during a pandemic provided a learning curve. “We have a pandemic every 100 years. We have access to many more resources now than we did during the Spanish Flu. So, it was a learning situation as well, that hopefully will help us deliver better care in the future.” On reflection, he feels proud to have been able to contribute during such an unprecedented time. “Sometimes you need a challenge in life. It gives you a different perspective and you start to build different bonds with the people you care for. You become a substitute family member, and I enjoyed building those relationships very much.”
GORDON MILLER LICENSED PRACTICAL NURSE CHARTWELL EMERALD HILLS • SHERWOOD PARK, ALBERTA
“Sometimes you need a challenge in life. It gives you a different perspective and you start to build different bonds with the people you care for.”
Matthew Bombardier, a 12-year Chartwell veteran, instantly agreed to volunteer where he was needed during the pandemic, assisting at five LTC homes throughout 2020 and 2021.
program, educating and empowering staff to improve their knowledge and practice of infection control measures. Interested staff were taught how to audit and educate others.
“I wanted to be there to support [front-line staff],” he explains. “We all got into this industry to take care of people, and I definitely wanted to support our vision of Making People’s Lives Better.”
“It was peer-based support,” Matthew explains. “[Infection control] became everybody’s responsibility. And we were able to support the decline of cases in staff and residents, which was fantastic.”
Despite the many personal and professional challenges of the pandemic, Matthew emphasizes that he also found opportunities for learning.
Mathew’s take-away from his months of working on the front lines? “I have a better understanding and greater appreciation for our staff and our industry partners. It’s validated for me our company’s core values, and just how committed our staff are.”
At Chartwell Westmount LTC in Kitchener, Ontario, Matthew and his team introduced an “IPAC Champions”
MATTHEW BOMBARDIER DIETARY CONSULTANT, LONG TERM CARE
“We all got into this industry to take care of people, and I definitely wanted to support our vision of Making People’s Lives BETTER.”
Before the pandemic hit, one of Andrew Muscat’s projects as Development Coordinator was working on the renewal plan for Chartwell Ballycliffe LTC. In mid-April of last year, he enthusiastically volunteered there during the first outbreak. Andrew had already stepped away from his regular development coordinator role, assisting with the recruitment of more front-line staff at the start of the pandemic. Now with a better understanding of the challenges of working on the front lines, he was inspired to work beside them at Ballycliffe, helping both staff and residents during a time of crisis. Andrew relied on his can-do attitude, and ability to learn quickly. He remembers his first day when he
was tasked with moving a resident to another room. Decked out in full PPE, including face shield, and presenting an imposingly tall figure at 6’6”, he quickly realized the resident was frightened. “I had to put myself in her shoes,” Andrew says. “I must have appeared like something scary from Star Wars.” Soon, however, he came to know the resident better and formed a special bond, honoured that she began sharing her memory scrapbooks with him. “I was there to provide general support, and when things were really tough, that’s when I tried my hardest to make people smile. You just want to make their day a little better.”
ANDREW MUSCAT DEVELOPMENT COORDINATOR
“When things were really tough, that’s when I tried my hardest to make people smile.”
Being a Guest Attendant at Chartwell Chateau Cornwall is not just a job for Tanya. It’s a way of life she’s loved for 17 years. “I love to love people and take care of them,” she says. The pandemic hasn’t dampened that spirit. “Residents needed more emotional support during such a crazy time. They needed us and we had to be there for them. It was challenging, but it was also rewarding. It was like a family coming together.” Most challenging were the days when families could only visit through a window. They brought posters with special messages of love and support. “It was difficult, but also beautiful and inspiring.”
She remembers some stress in the early days. No one knew what to expect and employees worried about keeping residents safe. “But we did what we had to do. Our management team is top notch, they had our back and gave us the support we needed, and we have a great team.” After more than a year of the pandemic, what she most cherishes are the feelings of helping in times of need, the deeper relationships she forged with residents, and the daily hallway dancing they did for a month. “Some residents just sat and looked. I remember a couple of them who tend to be more reserved, they stood up and waved their arms and smiled. That was wonderful.”
TANYA BRAY GUEST ATTENDANT CHARTWELL CHATEAU CORNWALL • CORNWALL, ONTARIO
“I love to love people and take care of them.”
ASTA TRYGGVADOTTIR DIRECTOR OF CARE CHARTWELL WYNFIELD LTC • OSHAWA, ONTARIO
“It’s re-affirmed for me that I’m in the right position, doing the right job and I’m more determined than ever to make things work the best way I can.”
While growing up, Asta spent a lot of time in the company of her grandparents. “It became ingrained in me that you take care of your elders. I always wanted to work with seniors. I love interacting with them and making them smile.” Now, as Director of Care at Chartwell Wynfield LTC in Oshawa, Ontario, a role she assumed during the pandemic in late 2020, she’s highly focused on ensuring her residents receive the highest quality of care. “In the early days of the pandemic, we were all scared, wondering whether it would hit our home,” she recalls. “We were very vigilant about keeping our residents safe and following all the proper protocols.”
Looking back at the last year, she’s proud of how her team stuck together. “We pump each other up and make sure we’re looking out for each other. We’ve all worked hard and made sacrifices, and I’m just thankful we were able to keep our residents safe. We’re tired, but we’re still standing.” And even after a challenging year, she’s sure about her career choice. “It’s re-affirmed for me that I’m in the right position, doing the right job and I’m more determined than ever to make things work the best way I can.”
“I was just really compelled to say, ‘I need to be there with [front-line staff]. Put me somewhere to help. I need to be going through this with them.” Lillian Troia had only been promoted to her Environmental Services Consultant role for a few months when the pandemic hit in March 2020. Yet she felt comfortable volunteering in homes such as Chartwell Pine Grove LTC this past year, remembering how she began her Chartwell career there in 2012. “I learned so much this year,” she says. “It was the most rewarding experience I could ever have, being
on the front lines.” She was inspired by the residents who were cheerful and resilient. “One lady would get up every day, put on her lipstick and her perfume, dressed like she was going to a party. It was wonderful to see her looking beautiful, no matter what.” Lillian was also inspired by the staff she worked alongside, including the corporate volunteers. “I was there fighting the battle with them. Everybody experienced everything together, and that was the most important thing. They were my superheroes.”
LILLIAN TROIA ENVIRONMENTAL SERVICES CONSULTANT
“Everybody experienced everything together. [Staff] were my superheroes.”
Even a year-long pandemic can’t dampen the infectious enthusiasm Emma-Joven brings to her job as Housekeeper at Chartwell Fountains of Mission in Calgary, Alberta.
“I dance and sing with them and do crazy stuff to make them smile. It’s all part of comforting them,” she says. It’s not unusual to see her dancing like Elvis Presley, as residents jokingly tell her.
“I love it here. I want to retire in this place,” she says. “I enjoy serving our residents, and I want to take care of them. That’s my nature. When I was young, I used to stay with my grandmother who took care of me. That inspired me to take care of others.”
“We had our first outdoor concert last year, which the residents watched from their windows. I was outside, dancing and waving my arms. They all laughed and waved their arms along with me,” she recalls.
Since the pandemic began, in addition to her housekeeping duties, she has used music and dancing to help residents ease the burden of isolation.
Comforting residents also means helping them get ready for dinner, choosing lipstick for the ladies, combing their hair, or bringing them items they need. And she always carries needles and thread in her bag just in case there’s mending to be done.
EMMA-JOVEN MELO HOUSEKEEPER CHARTWELL FOUNTAINS OF MISSION • CALGARY, ALBERTA
“I dance and sing with them and do crazy stuff to make them smile. It’s all part of comforting them.”
ALLYSON DOWSLEY RETIREMENT LIVING CONSULTANT, SALES
“You could just feel in that moment that everyone realized that we’re going to get through this.”
It was a transformative moment for Allyson Dowsley during her month-long volunteer role at Chartwell Ballycliffe LTC in Ajax, Ontario.
Allyson helped to support the residence by keeping PPE stocked and ready, moving residents when needed, and helping them to virtually connect with their families.
Helping out however she could during one of the first outbreaks, the Retirement Living Consultant with a business background was caught off guard by a catchy tune on the unit’s radio. “I don’t even remember what song, but it was great,” Allyson recalls. “I started dancing, and all the PSWs and nurses stopped, and then they started dancing and laughing too.”
She also volunteered at Chartwell Westbury and Chartwell Woodhaven LTC homes, inspired to help by her own grandmother who lives in a LTC home, and by the entire Chartwell team. “I’m the first person to stand up and say how proud I am of the company I work for, and all the front-line and corporate staff,” she says.
“You could just feel in that moment that everyone realized that we’re going to get through this, and things would get better. I was in awe of the staff, and still am.”
RENÉE DE LEON REGIONAL MANAGER RESIDENT CARE, ALBERTA
“They knew the pandemic wasn’t just theirs alone. The company was right there with them.”
Even as a young girl, Renée de Leon loved caring for elderly people, helping her great-grandfather weather a medical crisis, while her mother, a Registered Nurse, coached her by phone. Now an RN herself, and Chartwell’s Regional Manager Resident Care, Alberta, Renée was passionate about volunteering when the call went out.
Although she has two children, including a toddler, she jumped in to help just before Christmas at Chartwell St. Albert in St. Albert, Alberta. With her designation as an IPAC (Infection Prevention and Control Canada) Practitioner, Renée worked collaboratively with all Public Health agencies to keep the team up to date on rapidly changing directives.
“It wasn’t a hard decision,” Renée, who lives in Edmonton, says. “I have the background, and the thought of my front-line colleagues’ bravery and dedication drove me.”
She then pivoted to Director of Care duties at Chartwell Heritage Valley in Edmonton. The presence of a corporate team member was instrumental, she says. “It set the tone for staff. They knew the pandemic wasn’t just theirs alone. The company was right there with them.”
A bit “surreal” is how Jessi describes her experience with COVID-19. “I can’t believe I made it through all of this,” she says. In addition to her regular duties as a Cook at Chartwell Oxford Gardens in Woodstock, Ontario, she worked extra hours in the early mornings helping with other tasks around the residence, in addition to homeschooling her two children.
manager was very supportive. If I needed help, they were there, and they were always encouraging.”
But you won’t find Jessi complaining about the hard work. She has been at Oxford Gardens since graduating 12 years ago. She became hooked on working with seniors during her high-school co-op placement, when she ran Saturday movie nights and made popcorn for residents.
She also remembers some poignant times. One day, early in the lockdown, a crew arrived with a large crane to repair the residence roof. One resident stood at the window for 15 minutes, recounting stories of farming and driving a crane just like the one outside.
Personal resilience and the strong bond with her team members helped her overcome the challenges of the past year. “Our team became so much stronger. My
She found new sources of inner strength. “I showed myself what I could do at a stressful time. Even when I had to do hard things, I didn’t hesitate or second-guess myself.”
“It’s humbling to take care of someone. We have vets here, nurses, and people who did so many things in their lifetime. It’s amazing what they went through and they’re still happy and have all this joy.”
JESSI STEPHENSON COOK CHARTWELL OXFORD GARDENS • WOODSTOCK, ONTARIO
“I showed myself what I could do at a stressful time. Even when I had to do hard things, I didn’t hesitate or second-guess myself.”
As Senior Manager of Chartwell’s Imagine Program, Registered Nurse Lisa Smith understands the challenges of caring for patients with dementia. Managing the proprietary program, the 24-year Chartwell veteran is dedicated to improving quality of life for our long term care residents living with dementia. Keeping those residents safe and engaged came naturally to her during the height of the pandemic as she immediately stepped up to volunteer wherever she was needed, working at three long term care homes. “As much as possible, we did one-to-one staffing,” Lisa says, “trying to keep people engaged and
continuing to create meaningful and purposeful experiences despite difficult circumstances.” While working on the front lines at Chartwell Ballycliffe LTC, Chartwell Pine Grove LTC and Chartwell Trilogy LTC, she had nothing but admiration for the staff at all LTC homes, wanting everyone to realize the incredible dedication she witnessed during the 29-plus weeks she spent helping out. “Residents always got what they needed, because people there made sure it happened,” she says. “And if that meant that we lacked a little bit of sleep, that’s exactly what we did, because residents always come first.”
LISA SMITH SENIOR MANAGER, IMAGINE DEMENTIA PROGRAM
“Residents always got what they needed because people there made sure it happened.”
KATRINA COLES HEALTH AND WELLNESS MANAGER CHARTWELL WATERFORD • OAKVILLE, ONTARIO
“If I can deal with this, I’m prepared for anything.”
The pandemic began only one year into Katrina’s role as a RPN at Chartwell Waterford Retirement Residence in Oakville, Ontario. Her part-time position quickly turned into a manager role and Katrina’s duties and responsibilities expanded quickly. “I was working part-time, but when the pandemic started, I began doing more work and pitching in wherever was necessary,” she recalls. “It was a challenging time, but it didn’t feel like that, because rather than thinking about the difficulties, I was actively working and contributing to keeping our residents healthy and safe.” Her manager and co-workers saw her dedication and encouraged her to apply for the Health and Wellness
Manager position. Now, she’s responsible for the nursing department, caregiving staff and personal support workers, and she accompanies the doctor on rounds in the residence. “Going on rounds has given me the opportunity to get to know our residents so much better, to make stronger connections with them, and to deal directly with their families.” Working on the front lines during a pandemic is challenging, but for Katrina it confirmed that she’s in the right career, and she’s proud of her contributions. “If I can deal with this, I’m prepared for anything.”
MARCY EATON RPN AND IPAC NURSE CHARTWELL AYLMER LTC • AYLMER, ONTARIO
“You have to take the bull by the horns, take initiative, and learn to work as a team.”
The early days of COVID-19 were met with uncertainty, recalls Marcy, RPN and IPAC Nurse at Chartwell Aylmer LTC. “We didn’t have enough knowledge about the virus, we had never seen anything like it before, and as we contemplated how bad it might get, we all wondered how we’d cope and take care of our residents,” she remembers. But, even in such uncertain times, she says, “you have to take the bull by the horns, take initiative, and learn to work as a team.” It wasn’t easy, but Marcy and her team continued to rely on each other, provide support and keep COVID at bay, all the while maintaining their close-knit community.
Taking the bull by the horns for Marcy also meant starting a new role as an IPAC Nurse in October 2020 after 24 years as an RPN at Chartwell. “Infections have always intrigued me. I’m also big on policy and procedures, and for me this is another way to help protect residents and get them through this pandemic,” she says. Her days are now spent setting up testing for staff and caregivers and essential visitors, auditing developments in the residence, making sure staff follow all health and safety protocols, and liaising with public health. “An experience like this makes you value life even more. You realize how fragile it can be, and we have to be aware of how everything we do impacts others.”
Sara-Lynn, Housekeeper at Chartwell Royal on Gordon in Guelph, Ontario, has one especially heartwarming, treasured memory from a year of coping with COVID-19. It’s the day one of her residents turned 100. The celebrations his family had planned had to be cancelled, and instead of a party, they arranged a drive-by with five or six cars full of loved ones. “The look of joy on his face will stay with me for a long time. He was so happy just to see his family. Everyone was so moved,” she recalls. Sara-Lynn has worked at Chartwell Royal on Gordon for 15 years, the last two as Housekeeper. The pandemic began shortly after she started her new
position, and she remembers those early days as a worrisome time because no one knew how quickly the virus might spread. Being part of strong team of supportive co-workers and managers, helped her overcome her worries and focus her energies on keeping residents healthy and happy. She also leaned on her girlfriends for moral support and called on her strong faith, which helped her create closer relationships with her residents. “Churches were closed, so I did a daily Bible reading and listened to hymns. I listened to some of the residents share their faith, and we realized we’re all feeling the same things, and we’re going to get through this together.”
SARA-LYNN STEVENSON HOUSEKEEPER CHARTWELL ROYAL ON GORDON • GUELPH, ONTARIO
“The look of joy on his face will stay with me for a long time.”
As the pandemic evolved, our frontline teams required extra support, and Gaetano Cammuso, Regional Manager, Food and Beverage, didn’t hesitate to lend a helping hand. He proudly assisted as the Maintenance Manager at Chartwell Greenfield Park in Quebec, despite maintenance not being his area of expertise. “I did everything except provide care directly to the residents,” he says of his experience on the front lines. With strong support from corporate office and a company-wide sense of commitment to residents, Gaetano was quick to roll up his sleeves and jump into action.
“It was truly a team effort,” he says. “Everyone came out and helped wherever they could. We had to adapt quickly to the last-minute changes and employees went above and beyond to provide the needed support.” Gaetano enjoyed working face-to-face with residents and is proud of the team spirit that prevailed throughout the company during such unprecedented times. He recalls the strong sense of camaraderie and is grateful he could be there for his colleagues and for the residents who needed him most.
GAETANO CAMMUSO REGIONAL MANAGER, FOOD AND BEVERAGE, QUEBEC
“It was a team effort. Everyone came out and helped wherever they could.”
When the pandemic began, Stephanie’s role as a Guest Attendant at Chartwell Rogers Cove in Huntsville, Ontario, become more demanding. There was constant sanitizing to meet health protocols, meals were delivered to residents’ rooms, and employees filled the emotional void when family members couldn’t visit their loved ones. It didn’t dent her spirit or dedication. “It was more demanding, but I embraced it,” she says. “Residents pick up quickly on your emotions, so that motivated me to stay positive and do things right each day.” Part of doing it right, meant keeping up residents’ spirits with activities like happy hour. “We chose a
different theme each week, got dressed up, and went from room to room singing and dancing and giving out drinks. Three of us have been doing it since the pandemic began, and we were actually interviewed and featured by the local tv station,” she says. It certainly helped that Chartwell Rogers Cove also has an incredible team, she says. They receive daily COVID-19 briefings to stay up to date, and they’re extremely supportive of each other. “It takes a certain type of person to do this job. But together, as a team, we kept our residence safe. We have 60 residents and no one got sick. That’s a big achievement.”
STEPHANIE BEALL GUEST ATTENDANT CHARTWELL ROGERS COVE • HUNTSVILLE, ONTARIO
“It takes a certain type of person to do this job. But together, as a team, we kept our residence safe.”
Leanne Fitzmaurice remembers the anguish of an elderly gentleman, unable to continue his daily visits with his beloved wife due to an outbreak at Chartwell Cawthra Gardens LTC. Leanne kept in constant touch with him and his family while the home was closed to visitors, reassuring them that all was well, but Leanne felt deeply for the gentleman’s pain. Leanne, Programs and Support Services Consultant for Long Term Care, is passionate about her work and her five-month volunteer role as the Mississauga home’s Administrator last year.
Communicating regularly with families became one of her most important daily tasks, and she is proud of the positive feedback she and the staff received. Her goals were transparency and frequent contact. “I always tried to be proactive,” she says. “I was lucky that my office was at the front door, with a big glass window, so I made sure to get out and speak with families as much as I could.” When the elderly couple was finally reunited after months apart, “It was such a beautiful moment,” Leanne recalls. “We all cried.”
LEANNE FITZMAURICE CONSULTANT, PROGRAMS & SUPPORT SERVICES, LONG TERM CARE
“It was such a beautiful moment [when the couple was reunited]. We all cried.”
Tomide had been the Receptionist at Chartwell Pickering City Centre in Pickering, Ontario, for just a few months when the pandemic began. She had transferred there after working more than five years at another Chartwell residence.
“I delivered more than 500 packages in six weeks! One day, I took a picture of about 100 packages on a long table, all waiting to be delivered. It became a running joke with my team members that I was getting in my daily steps,” she jokes.
She had seen what the early days of the pandemic were like on the news, but suddenly she was helping on the front lines. “My role changed and we all had to pivot. I offered to help in the kitchen, and I delivered meals to our residents who couldn’t leave their suites,” she recalls.
Amid the extra demands, she also found new perspectives. “Before the pandemic, I was more reserved, but I managed to come out of my shell. We’ve never been through anything like this. The only way to get through it was by helping each other. If I saw a need, I was willing to help.”
She also took on other tasks, including keeping track of dietary needs for more than 50 residents, setting up window visits, and delivering packages that family members had dropped off for their loved ones.
“The pandemic also made me realize that some things we think are important, are pretty insignificant.”
TOMIDE SENBORE RECEPTIONIST CHARTWELL PICKERING CITY CENTRE • PICKERING, ONTARIO
“Before the pandemic, I was more reserved, but I managed to come out of my shell.”
DIYA DADLANI REGIONAL MANAGER, LIFE ENRICHMENT
“If you have the privilege to volunteer, you will change someone’s life, but you will also impact yours in a way that will leave you better at the end of the day.”
Like many Chartwell corporate staff who enthusiastically volunteered in long term care homes and retirement residences, Diya Dadlani is uncomfortable about receiving recognition for her efforts at Chartwell White Eagle and Chartwell Trilogy LTC homes.
On her first shift at Chartwell White Eagle LTC, she sat through the night with an ill resident, holding his hand as he struggled to breathe. “All I wanted to do was to breathe with him, and to try and take some of his pain away.”
“I think it’s important to recognize the front-line staff who do this every day,” she says. “I was a small speck. It was an honour to work alongside people who have been taking care of our seniors, not just during this very difficult year, but every year.”
Despite the challenges, Diya says, “If you have the privilege to volunteer, you will change someone’s life, but you will also impact yours in a way that will leave you better at the end of the day.”
Diya, who holds a bachelor’s degree in social work, feels that her work is a natural calling, one that brings her an immense amount of joy.
It has been a difficult year in many ways, but Gaétan Caron always shows up to work with a beaming smile that everyone knows and loves. Two years ago, Gaétan was walking by Chartwell Le Montcalm when he decided to apply for a job there. Fortunately for him—and for the residents there— he was hired. That’s how this Canada Post retiree ended up back in the workforce as a Dietary Aide. His good mood and optimism are truly contagious. “I’m always in a good mood, I have fun with the residents. I don’t take myself too seriously!” Very active and selfless by nature, Gaétan quickly became part of the team and started fostering a real sense of community. In 2020, Gaétan stayed positive even as stricter infection prevention protocols were put in place and dining room
tables remained empty to comply with public health directives. He found that the safety guidelines were clear, the environment was safe, and everyone knew what to do. “It was a big change, but I adapted easily, and things worked out really well for us.” Gaétan has seen his fair share of struggles. Despite needing to be hospitalized for a health issue, he returned to work as soon as he could. He’s not afraid of the pandemic nor does he fear for his health. He knows that he is needed here and is adapting with incredible resilience, just like he always has done. And through it all, he’s never lost that beaming smile. “I love working at Chartwell Le Montcalm. We’re treated well, the environment is amazing, and our residents are the best in the world.”
GAÉTAN CARON DIETARY AIDE CHARTWELL LE MONTCALM • CANDIAC, QUÉBEC
“I’m always in a good mood, I have fun with the residents. I don’t take myself too seriously!”
GAIL MCLACHLAN DIETARY AIDE CHARTWELL MANOIR KIRKLAND • KIRKLAND, QUÉBEC
“I told myself that I can always lend a hand.”
Three years ago, Gail McLachlan heard that Chartwell Manoir Kirkland had a job opportunity that seemed custom-made for her. She applied without a second thought and was hired as a Housekeeping Attendant. Today, Gail works in the dining room, where she feels that she has been the most useful in the past year.
Gail feels close to the residents, despite the physical distance that she has had to maintain over the past year. “I wanted to be close to the residence so I could make sure that I was always available when needed,” she recalls. “I told myself that I can always lend a hand,” which is exactly what she did.
With the complete, then partial, closure of the dining room to comply with Public Health measures, meals had to be delivered directly to the residents’ suites. Gail would regularly go from door to door to deliver meals to residents who were overjoyed to have someone to talk to for a few minutes. “I like to put a smile on their faces by taking the time to chat,” she says.
The sense of community never left the residence, even though social activities had to be carried out differently given the context. Gail is pleased to see that residents are always finding creative ways to enjoy themselves. “I remember a 90-year-old woman who came in for a tablet so she could continue to play bridge with her friends, but online!” she recalls with a smile.