The Morrison Way Issue 4, 2015

THEMORRISONWAY ISSUE 4, 2015

ENHANCING MORRISON’S VALUE A MESSAGE FROM THE PRESIDENTS

BY KEVIN SVAGDIS AND JOE GORMAN BEYOND THE KITCHEN Extending Quality Service to Meet Daily Needs of Seniors A COMMUNITY ON A MISSION Partnership with Atherton Affirms Decades of Strong Values AN EXPERT UNDER THE HOOD Fostering Trust and Expertise at Three Crowns Park WARMTH OF COMMUNITY Focusing on Team Chemistry and Compassion at Grace Ridge CATERING TO EXCELLENCE Exceeding Expectations at Sharon Towers

WE ENRICH THE LIVES OF SENIORS EVERY DAY

ENHANCING MORRISON’S

VALUE

A MESSAGE FROM THE PRESIDENTS

Exceeding expectations is at the heart of Morrison Community Living, and through CommunityWorks, we go beyond our renowned dining services to enrich the lives of seniors every day.

CommunityWorks supplies the people, systems and skills to meet the detailed needs of senior living communities: housekeeping, laundry, grounds maintenance and plant operations. We elevate these services by using innovative resources and tools like WorxHub to create cutting edge service to significantly reduce labor and supply costs. And it’s not just about doing more, but doing better—sharing our values and resources to make each community operate more efficiently, with a personal touch.

Through these stories, you’ll see that Morrison Community Living is so much more than food service. CommunityWorks offers comprehensive, consistent, friendly solutions that improve the daily lives of our residents.

If you’re only tapping into our dining expertise, remember that there’s more of Morrison where you need it most. CommunityWorks is ready to serve.

Kevin Svagdis Division President

Joseph Gorman Division President

BEYOND THE KITCHEN CommunityWorks Extends Quality Service to Meet Daily Needs of Seniors Merriam Webster defines standard as something that is very good and that is used to make judgments about the quality of other things.

At Morrison Community Living, the standard set for quality dining carries over to related services that are becoming indispensable to senior living communities through the company’s CommunityWorks program.

CommunityWorks offers the company’s high performance standards in housekeeping, laundry, building maintenance, grounds keeping and plant operations maintenance. Each service in combination with dining delivers Morrison’s consistently high standards of quality and professionalism. CommunityWorks is in 70 communities, and growing as word gets out.

“Whatever we can do to show value to our customers, that is what we want to pass on through this program,” said CommunityWorks Senior Director Jeff Cline. “CommunityWorks changes the expectations of everyone in a senior community for the better.”

That’s what happened at Atherton, a senior community outside of Los Angeles. “You always have to fix things when they break, and CommunityWorks helps us do that better,” said Rev. J. Craig Statton, president and CEO of Atherton. “By getting ahead of the game and doing some preventive maintenance, CommunityWorks has helped us be more efficient, which makes for happier residents.”

We support communities by working with dining partners to make sure they are successful, and they in turn support our success. We apply Morrison Community Living’s standards of quality to a comprehensive range of services, all which enrich the lives of seniors every day.

CommunityWorks Senior Director Jeff Cline

CommunityWorks is built through genuine associates who lead with a hospitality mindset

CommunityWorks leverages Morrison’s expertise on the leading edge of trends in senior living and its successful track record of customizing services to each community. Whether it’s meeting new governmental requirements, replacing a paper work order system, or finding the most cost-effective natural cleaning products, CommunityWorks taps the best practices and solutions. CommunityWorks ensures that its work meets the same high standard in Vermont, California and everywhere in between.

The key to CommunityWorks’ success is people— the friendly, courteous associates who are trained to high standards, and the residents whose needs are heard and met.

“CommunityWorks is built through genuine associates who lead with a hospitality mindset,” Cline said. “We know that no two communities are the same. There are different combinations of memory care, skilled nursing and independent living. Some are high-rises, some spread over

many acres. There are challenges for each and we offer solutions that we craft with our customers to meet their needs.”

The responsiveness of CommunityWorks is ensured through powerful technology tools.

Mobile-friendly software allows housekeepers and other CommunityWorks associates to prioritize residents’ requests, track response times and measure effectiveness. The program provides value through improved, excellent communication and consistency. “Measuring on-time completion of tasks really ties into resident satisfaction,” Cline pointed out. “Once you have a handful of key building blocks in place, you have the foundation for creativity and problem solving.”

THE

WORXHUB A Web-based Mobile Tool That Smooths Operations CommunityWorks manages work requests and projects through the WorxHub, an integrated software for senior living operations. It enables housekeepers to juggle schedules, duty lists and maintenance associates to keep everything running, from essential building systems to the smallest room detail. Activity and collaboration is coordinated across departments. More efficiency and organization means that associates are available to go the extra mile to meet special needs.

“WorxHub will function on any tablet, laptop or smartphone that can hook up to a wireless network,” said Cline. “It’s a vital part of our program. Some of our clients already have WorxHub and hire us to manage and run it to its fullest capabilities, because you have to be able to interpret the data and use it to drive improvements to make your communities and services better.”

A COMMUNITY

ON A

MISSION AT ATHERTON, RESPECT FROM COMMUNITYWORKS AFFIRMS DECADES OF STRONG VALUES

For 100 years, ministers and missionaries have spent their retirement years at Atherton Baptist Homes. People of all faiths live there today, and Atherton management wanted to make sure that their friendly, caring atmosphere extended to every aspect of residents’ experience. They got that and more with CommunityWorks.

“Our Christian values are still near and dear to our heart,” said Rev. J. Craig Statton, president and CEO of Atherton. “Our experience with Morrison and CommunityWorks has been very positive because they attract the kind of associates who respect our ethos even if they do not share our beliefs, and they know how important it is to us.”

Following a common pattern, Atherton engaged CommunityWorks because Morrison Community Living’s dining services made residents really feel special. “We appreciated that our relationship had been so positive with dining services that we were willing to consider what they had to offer in housekeeping and laundry services,” Statton said.

“We were so pleased with those services that when we lost our maintenance and grounds lead in 2015, we decided to issue an RFP. Morrison’s proposal was accepted and with it came both the leadership and operating systems which are very helpful to a standalone community like ours.”

The respectful attitude of CommunityWorks supports a significant task for Atherton: preparing a maintenance and grounds plan for its village of 75 buildings that sprawl over acreage that equals three city blocks.

The timing couldn’t have been better. By getting systems in order, Atherton positioned itself to respond better when California restricted water usage because of lingering drought conditions.

CommunityWorks is helping Atherton plan and re-landscape parts of the community to be a more sustainable environment.

CommunityWorks also gave the Atherton administrators confidence to make a promise to residents who call in work repairs: Within 24 hours of a call, an Atherton representative will show up to repair it or, after examination, to explain what will be required to fix it. That level of attention demonstrates respect and honor for Atherton residents and the values that make this community unique.

“Morrison empowers us,” Statton said. “They enhance our mission.”

ATHERTON BAPTIST HOMES IN ALHAMBRA, CALIF. 365 99

220

RESIDENTS

6

BED SKILLED NURSING UNIT

INDEPENDENT LIVING UNITS

32

ASSISTED LIVING UNITS

BED WOMEN’S COMPANION CARE UNIT FOR RESIDENTS WITH DEMENTIA

CommunityWorks Services: Housekeeping, laundry, grounds keeping, building maintenance.

UNIQUE UPKEEP Atherton Baptist Homes incorporates:

75

DIFFERENT BUILDINGS

300

MORE THAN 300 HVAC SYSTEMS

85

ABOUT 85 TIMING SYSTEMS FOR LAWN AND LIGHTING

• Systems for plumbing, fire alarm and suppression, and security alarm systems • Scheduled painting and roofing projects.

A major Atherton goal in partnership with CommunityWorks: “We are working to create a computerized history for each building and residential unit with their maintenance history,” Statton noted. “We have buildings erected in every decade, including three quaint ones that were here 90 years ago, and written records were all on paper, which are now in boxes full of paper.”

AN EXPERT

UNDER THE HOOD

AT THREE CROWNS PARK, COMMUNITYWORKS FOSTERS TRUST AND EXPERTISE

CommunityWorks establish routine rounds is very helpful. We can measure ourselves against this structured process, and what gets measured gets managed.”

Just like a great mechanic will keep your car running smoothly and safely wherever you go, CommunityWorks has become the go-to partner for services like ground and plant operations at senior living communities like Three Crowns Park.

This 7-acre continuing care retirement community was established 121 years ago in the Chicago suburb of Evanston, and CommunityWorks’ close attention to critical infrastructure—building maintenance, housekeeping, laundry, grounds keeping and plant operations—means greater peace of mind.

“Another set of eyes is important,” said Phil Hemmer, executive director of Three Crowns Park, where they have been partners with Morrison and CommunityWorks more than four years. “Because we are here every day, we may become less aware of changes in our surroundings, so having

Three Crowns Park is subject to the code requirements of the National Association of Public Hospitals and Health Systems (NAPH) and the state public health department. That’s one of several opportunities for CommunityWorks leader Anthony Lucas to add value.

“Experience with meeting those requirements is something that CommunityWorks brings to the table,” said Lucas, director of plant operations and environmental services (EVS) at Three Crowns.

“Scheduling preventive maintenance is a crucial opportunity to increase the longevity of the equipment.”

CommunityWorks also demonstrates a human touch with the 210 residents of Three Crowns Park. Lucas holds a monthly “Ask Anthony” session to gather resident feedback on CommunityWorks performance and answer their questions. “Those sessions are a great communication tool,” Hemmer said.

Lucas agreed: “Speaking to me in their own voice makes a difference. Bringing up things that are on their minds, whether it’s something as easy as what flowers to plant or a squeaky door that needs help, it makes them feel independent. I can see that they get a lot from that.”

Through the successful partnership with CommunityWorks, Three Crowns Park has become a destination for training plant operations directors from other senior living communities. Lucas successfully tested new software applications at Three Crowns Park that benefit CommunityWorks plant operations clients everywhere. Through CommunityWorks, Morrison’s efficient standards influence the culture of an entire senior living community.

“By engaging CommunityWorks, Three Crowns Park benefits from a partnership with consistent accountability that carries over to our staff. We are now more proactive about services around the community,” Hemmer said.

“CommunityWorks means more motivation and higher quality for all of us.”

HELPED TO:

12%

ry Increase regulato results safety inspection by 12 percent.

5.6% Increased life safety inspection results by 5.6 percent.

97. 2 %

Increased q uality of laundry s ervice to 97.2 perc ent.

WARMTH OF

COMMUNITY At Grace Ridge, CommunityWorks inspires team chemistry and compassion Like many Morrison Community Living executive chefs, Jeremiah Brown developed his skills in a hot kitchen at a fine dining restaurant, where he rarely left the stove. He didn’t meet and greet diners.

His perspective changed dramatically at Grace Ridge, a continuing care retirement community in Morganton, N.C., where Brown and his staff— and the Morrison CommunityWorks staff led by environmental services director Curtis Brown (no relation)—help provide a warm, compassionate atmosphere that extends beyond meal service.

They know everyone’s name at Grace Ridge and pay attention to their needs, which is a core Morrison value. From the dining room, CommunityWorks is taking Morrison’s renowned courteous service into more corners of senior living spaces.

“I know the housekeepers and environmental services staff will look after everyone here, especially the people who don’t have any regular visitors,” Chef Brown said. “Seeing them interact with the residents with the same level of compassion that we have as Morrison dining associate makes me feel really good. They are another line of safety and security for residents.”

For example, a member of Curtis Brown’s team delivered a meal to a resident who appeared shaky. Instead of ignoring the situation, the associate followed up with the nurse at Grace Ridge. “Potentially that act of compassion saved a life,” Brown pointed out. “We’re all part of a team that has an overall focus on building relationships

through our shared values. It’s like we’ve all become part of one family.”

The team at Grace Ridge has produced an awardwinning resident experience that recently was honored with three awards for excellence based on 2014 Resident Satisfaction surveys and American Healthcare Association national quality initiative goals.

Teammates learn from one another, too. Jeremiah Brown has looked to Curtis Brown for ways to improve his own job performance. “He’s a terrific manager,” Jeremiah Brown said. “His team balances structure along with a personal touch with residents, and that balance has been a key thing I’ve learned from Curtis.”

When I see s o m eo n e f r om dining o Community r Works wit h a Mo r r i s I know tha on logo, t neither o f j u s t to p u n c h i n o r p u u s a r e wo r k i n g nc a little mo re of ourse h out. We expect lves in serv r es i d e n t s , a ing the nd that ext important r a little thing b e c au s e w e is know what behind the it ta s c e n e s to m a k e i t a l l w k es ork.

Jeremiah Bro wn, Executive Ch ef at Grace R idge

CATERING TO

EXCELLENCE SHARON TOWERS CHEF AND COMMUNITYWORKS COLLABORATE TO EXCEED EXPECTATIONS

Confidence is critical for high achievers like Drew Ward, the executive chef at Sharon Towers, a luxury residential community in Charlotte. He had worked previously at high-end restaurants in New York, where delivering perfection in pressured situations was the norm.

Sharon Towers hosts about 40 special events each month for its residents, from birthday parties to banquets to other occasions. Because these are not held in the main dining area, they are considered catering events.

Ward has great confidence that the catering of each event will meet residents’ high expectations.

That’s because of his partnership with Sharon Towers’ director of environmental services Brad Aschenbrenner, who ensures that the catering setup for every special event achieves the high level of quality for which Morrison is known.

Aschenbrenner is part of the CommunityWorks team at Sharon Towers.

“Some small events only need a table, deviled eggs and punch, but if someone is having a 90th birthday, they are going to want the whole kit and caboodle,” Ward said. “We follow Morrison’s unique Food Rules and bring in fresh fish and beef, cut it ourselves, and have all but eliminated canned

goods here. We have a huge produce section, including local produce like collard greens, kale, tomatoes and corn, and we prepare everything from scratch.”

Aschenbrenner makes sure that Ward’s specialties—chicken masala, pork scaloppini with balsamic grape glaze, the Sharon Towers fried chicken—are presented in an environment prepared with the same level of attention and sense of responsibility.

“Brad and his team extend the standard that we in dining services have,” Ward said. “We have a shared language about Morrison’s quality standards and values, and it shows to our client the added value that Morrison brings. The more clients involve Morrison with meeting their needs, the easier we at Morrison will make it for them.”

Executive C

Drew War

d, hef at Shar on Towers

s i ve e h o c y r e v a e W e ar s team t hat g ive s i ve n e h e r p m o c n o M o r r is co verage here.

WE ENRICH THE LIVES OF SENIORS EVERY DAY

5 80 1 PEACH T R EE D UN WOODY ROA D ATLA N TA , G A 30342 8 00. 2.CLIEN T W W W.M O RRISON COMMUN IT YL IVIN G.COM