They Do Exist! The Model Memory Care Caregiver How to discover, train and retain!
Kelly McCarthy, NHA Corporate Director of Memory Care for Senior Lifestyle
#ALFA2014
Three objectives for today 1. Interviewing • • •
Where is everyone? Who is in the driver seat during the interview? What questions to ask a potential memory care caregiver?
2. Training • • • •
Best Practices Empathy for the caregivers Value of their role Memorable experience
3. Job Satisfaction and Retention • • • •
The buck stops here! Are we having fun yet? Are we recognizing and holding all accountable? Are we teachers and students?
#ALFA2014
A look into the future 2040
79.7 Million people (21%) will be 65 year old or older 14.1 Million of these people will be 85 or older
Nearly tripled from 2011… ARE WE READY? By 2050, the number of people age 65 and older with Alzheimer’s and related disease may nearly triple, from 5 million to a projected 13.8 million.
We are becoming more creative in our sourcing efforts Internet/social media and networking.
Website Craigslist Facebook/twitter Our referring agencies
National Research and My InnerView
What this means to us
There will be more people to care for and potentially less caregivers to care for them
We need to be open minded to what the “traditional workforce” is and where to find these individuals
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The Interview
What does a supervisor look for in an interview? Does he or she know what to focus on and what not to? These areas are not the end all and be all for our frontline teams.
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Who is in the drivers seat?
Who is interviewing the memory care team? • Screening process BOM HR Profile process
• Direct supervisor Do they know how to interview?
Fun Facts!
Percentage of U.S. adults 18 – 25 who have at least one tattoo Percentage of U.S. adults 26 – 40 who have at least one tattoo
36 % 40 %
What to focus on What not to focus on Do they understand what strengths they need in the team
#ALFA2014
Remove “needs a pulse” from the interview process… Look beyond their requirements Look beyond their certificates Look beyond their differences Place yourself in the drivers seat • • •
Ask the questions related to memory care Use their answers as a way to learn if they have the knack Role play a scenario
•
Their answer does not need to be correct but their response to the answer needs to be open minded
What is his/her understanding of a universal team member
Ask them what they like best about being a UTM How about asking them their least favorite
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Training Something's never change… Instructor-led training remains one of the most popular training techniques
Pros • • • •
Personable – face to face Discussion Story telling grabs people’s attention Role-play assists with on the job circumstances
Cons • • •
The success of the class depends on the instructor Possibility of it not being interactive Scheduling can be a challenge
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Best practices in training memory care 1. Alzheimer's and related diseases need empathy 2. Caregivers need to buy in to their contribution in making a difference 3. A memorable experience with take-a-ways
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Job Satisfaction and Retention The buck stops here
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Are we having fun yet? • Make sure your memory care supervisor is supervising No power struggle No favoritism The team must see follow-through
• Find the time to recognize Job description and otherwise
• Honor your team as teachers and students Allow the caregiver that has the knack to co-inservice
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How does your frontline employee see his or her value? Does your company culture give attention to caregivers value? Owner/CEO Frontline
Frontline Foundation Owner/CEO
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Caregivers Quote “I am very happy that we started the Walk with me program!!! It is a great way to get families more involved with our neighborhood!! Our families love it!! I have wonderful families and now we are much closer!! I have started the program with two resident's, one of my resident's daughter said she can't wait to get my phone call's!!! I enjoy giving her updates on her Mother.. She is happier and I am happier that we are giving her Mother a little extra love!!! I LOVE my job and this program makes my day even better!!! Thank you, for letting me spend my day's at Harbour of Monroeville!”
A perfect example of “feeling” valued in the workplace!
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Bibliography
"Alzheimer's Association 2013 Facts and Figures." Alzheimer's Association. N.p., 2013. Web. 28 Apr. 2014. Corporation, National Research. "National Research." National Research. National Research Corporation, 2013. Web. 13 Apr. 2014. Corporation, National Research. "Customer and Employee Satisfaction." My InnerView. National Research Corporation, 2012. Web. 13 Apr. 2014. "Customer and Employee Satisfaction in Assisted Living Communities." (2012): n. pag. Rpt. in National Research Corporation and My InnerView. N.p.: National Research Corporation, 2012. Print. "Customer and Employee Satisfaction." (n.d.): n. pag. Rpt. in National Research Corporation. N.p.: n.p., 2012. Print. Daily Mail Reporter. Michael Buble Tattoo. 2014. Instagram/Michael Buble. Michael Buble. Web. 13 Apr. 2014. Diploma, Check! Interview, Check! Job, Uhh. N.d. Diploma, Check! Web. 13 Apr. 2014. "DIRECT CARE WORKERS IN LONG-TERM CARE." AARP. AARP, May 2005. Web. 13 Apr. 2014. Good Driver, Bad Passenger? 2010. Daily Plate of Crazy. Web. 13 Apr. 2014. Grab the Brass Ring. 2007. Metaphors. A Perfect World. Web. 13 Apr. 2014. Maximize Your Return on Investments. 2014. Trimble. Learning Center. Web. 13 Apr. 2014. "The Most Effective Training Techniques." How to Choose the Most Effective Training Techniques. BRL, n.d. Web. 10 Apr. 2014. Moving a Mountain to Get to a Better Customer Experience. 2013. Parature.com. Parature. Web. 13 Apr. 2014. Pros&Cons. N.d. Computer Progammer. Web. 13 Apr. 2014. Radial Pulse Taking. 2010. The Oakland Press. Web. 13 Apr. 2014. "Tattoo Statistics." Statistic Brain RSS. Pew Research Center, Tattoo Finder, Vanishing Tattoo, 11 Dec. 2013. Web. 16 Apr. 2014.
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Thank you
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