A Management Reference For Executive Directors- BELTCA (Nevada) Edition – Admin Level 1 Program

Price : $355.00

SeniorLivingU’s self-study Administrator Level 1 certificate course, created in partnership with Nevada’s BELTCA, is designed to develop leadership among administrators by providing an in-depth overview of Assisted Living. This 3-book, five domain set mirrors the domains established by NAB which are the basis for the national RC/AL exam. This program provides a deeper awareness of the culture of assisted living, training for staffing and supervising issues, techniques for effective interviewing, instruction for providing compassionate resident care, recommendations for community maintenance, and guidance for budgeting. It has been approved by BELTCA for meeting the 60-hour instructional component of Nevada’s 100-hour administrator training requirement. Includes a set of 3 manuals, five (5) quizzes, one (1) 100-question exam and a certificate with 60 credit hours upon successful completion (85% or better) of the open-book exam.

Domain I- Customer Care, Supports and Services Domain II - Human Resources Domain III – Finance Domain IV – Environment Domain V- Management and Leadership
Contents
Chapter 1: 1
An Introduction to Assisted Living. 1
Senior Care Options. 2
What Is Assisted Living?. 3
A Definition of Assisted Living. 3
A State-Regulated Environment 4
Terms Used Synonymously With Assisted Living. 5
How Is Assisted Living Paid for?. 5
Where Are the Residents?. 5
The Core Principles of Assisted Living. 6
Ethical Decision Making. 7
Interpersonal Relationships, Dispute Resolution, and Group Dynamics. 7
Chapter 2: 9
The Assisted Living Resident. 9
The Assisted Living Resident 10
Resident Acuity Level 11
What Kind of Assistance Does an Assisted Living Resident Need?. 14
What Are Assisted Living Residents Giving Up?. 14
What Do Residents Gain From Assisted Living?. 14
Reasons for Leaving an Assisted Living Residence. 15
The Philosophy of Person-Centered Care. 16
Person-Centered care concepts. 16
Is Assisted Living Here to Stay?. 17
Chapter 3: 19
Residents’ Rights. 19
An Overview of Residents’ Rights. 20
The Executive Director’s Role in Residents’ Rights. 21
Teaching Your Employees About Residents’ Rights. 22
The Right to Privacy. 22
The Right to Choice. 23
The Right to Exercise Autonomy. 24
Residence-Specific Rights. 25
When Is a Right Not a Right?. 25
Chapter 4: 27
The Resident Move-In Process. 27
The Move-In Packet 28
Completing the Move-In Packet 28
The Contents of the Move-In Packet 29
Helping Residents Cope With Transition. 37
Resident and Family Orientation. 38
Chapter 5: 41
Tools for Managing Resident Care. 41
The Individualized Service Plan. 42
What Is the Individualized Service Plan?. 42
Who Creates the Service Plan?. 42
The Service Plan Meeting. 43
Shared Risk Agreements. 44
What the Shared Risk Agreement Does. 45
When Do You Need to Initiate a Shared Risk Agreement?. 46
Shared-Risk Review.. 47
Advance Directives. 48
Informed Consent 49
Discussing the Advance Directives With Your Residents. 52
Chapter 6: 55
Care Management. 55
The Care Management Process. 56
Care Management Answers Four Questions. 56
The Five Steps of Care Management 56
The Executive Director’s Role in Quality Care Management 58
Services and Resources Available across the Post-Acute Continuum of Care. 59
Home Healthcare Agencies. 59
Home Care Agencies. 60
Therapy and Rehabilitation Services. 60
Hospice and Palliative Care. 61
CMS Quality Indicators and Measures. 62
Quality Assurance and Performance Improvement (QAPI) Processes. 64
Programs That Enhance Quality Care Management 67
Wellness Programs. 67
Restorative Programs. 68
Rehabilitation. 69
Chapter 7: 71
The Nurse’s Role in Assisted Living. 71
Nurses Play an Integral Role. 72
The Responsibilities of the Nurse. 72
Basic Medical Terminology. 73
Nurse Roles in Assisted Living. 79
Regional Nurse. 80
Nurse Consultant 80
On-Staff Nurse. 80
Medical Director. 82
The Executive Director’s Role in Nursing. 83
What the Nurse Should Report to the Executive Director. 83
Managing the Expectations of the Customer. 84
Care Coordination with contracted services. 84
Private Personal Aides and Others. 86
Chapter 8: 87
Resident Wellness. 87
An Overview of Resident Wellness. 88
Basic Principles of Acute and Chronic Disease. 88
Physiological Changes in the Body. 89
Common Signs and Symptoms of Illness. 93
Emergency Medical Service. 96
When Signs and Symptoms Indicate an Emergency. 96
Training Your Staff to Recognize, Respond to, and Report Signs and Symptoms of Illness. 97
Common Emotions Expressed by Assisted Living Residents. 99
The Resident’s Emotional and Social Needs. 100
Diversity of care recipients. 102
Change and Loss Affect the Resident 103
Family Members Have Emotional Needs, Too. 104
Sexual Activity and Companionship. 104
Creating Policies and Guidelines Related to Sexual Activity. 105
Infection Control 106
Ensuring Good Infection Control 107
Chapter 9: 109
Chapter Overview.. 110
Key Topics. 110
An Overview of Medication Management 110
Laws Governing Medication Management 111
State Guidelines for Medication Management 112
With Which Medications Can Caregivers Assist?. 114
Communicating About Medication Management 114
Categories of Medications. 115
  1. Over-the-Counter Medications. 115
  2. Complementary and Alternative Medicine (CAM) 116
  3. Prescription Medications. 117
Medication Classifications and Names. 118
Drugs Not Recommended for Use by Seniors. 118
10 Dangerous Drug-Drug Interactions in Long Term Care. 119
Basic Principles of Pain Management 120
Controlled Medications. 121
Special note on Psychotropic Medications. 122
Assisting a Resident With Self-Administration. 123
The Six “Rights” of Medication Administration. 124
Decreasing Medication Errors. 125
Chapter 10: 127
Meeting Other Resident Needs. 127
Managing Incontinence. 128
What to Look for. 128
Incontinence Treatment 129
Reducing Resident Falls. 131
Risk Factors for Falls. 131
Fall Prevention. 132
Resident Incidents. 137
The Resident Incident Checklist 140
Chapter 11: 143
Activities of Daily Living (ADLs) 143
Encouraging Independence Through ADLs. 144
Providing ADLs as Abilities Decline. 145
Upholding Three Key Principles of Assisted Living. 145
Chapter 12: 151
Activities and recreation program.. 151
Activities Improve Quality of Life. 152
Activities Are Daily Events. 152
Five Types of Activity. 153
Formal and Informal Activities. 154
Informal Activities. 155
The Executive Director’s Role in Activities. 156
Building Community Through the Activities Program.. 156
The Activities Staff 157
Duties and Responsibilities of the Activities Staff 157
Meeting the Needs of Your Residents. 158
  1. Social Needs. 159
  2. Spiritual Needs. 159
  3. Cultural Needs. 160
  4. Personal Needs. 160
  5. Educational Needs. 161
  6. Creative/Leisure Needs. 161
  7. Service Needs. 162
Assessing Residents for Activities and Recreation Interests. 162
Gathering Information from Family Members. 165
Ongoing Reassessment 165
Chapter 13: 167
Scheduling Activities. 167
Activities Programs for Assisted Living. 168
Group Activities. 168
Individual Activities. 168
Special Events. 169
Caregiver Participation. 169
Creating the Right Environment for Activities. 170
Exercise and the Elderly Resident 171
Benefits of Physical Exercise. 171
Resources for Senior Fitness Programs. 174
Community Outings. 175
What Do Residents Want?. 175
Public Transportation. 176
Walking. 176
Spiritual and Religious Activities. 176
Intergenerational Activities. 178
Creating Your Activities Calendar 181
Chapter 14: 183
Managing the Activities Program.. 183
Monitoring Resident Progress and Participation. 184
Evaluating the Activities Program.. 185
State Requirements for Satisfaction Surveys. 188
Budgeting for Your Activities Program.. 188
Creating and Managing a Volunteer Program.. 189
Who Is Responsible for the Volunteer Program?. 189
Recruiting Volunteers. 190
Selection, Testing, and Other Requirements. 190
Job Assignments and Descriptions. 191
Orientation and Training of Volunteers. 191
Supervising Volunteers. 192
Tracking Volunteer Time. 192
Evaluating Volunteer Performance. 193
Volunteer Recognition. 193
Chapter 15: 195
Dining. 195
The Goals of Dining and Food Service. 196
Three Key Principles: Choice, Dignity, and Individuality. 199
You. 200
Offer Choice. 200
Set Up for Success?. 200
What Is Good Nutrition?. 202
What is My Plate?. 203
Nutrition Terms: 204
What is a Serving?. 205
A Resident’s Changing Nutritional Needs. 206
What Do Hydration and Dehydration Look Like?. 208
Why is Hand Washing Important?. 209
Proper hand washing procedure. 209
When Should Employees Wash Their Hands?. 210
Chapter 16: 213
Disabilities and Mental Illness. 213
Residents With Disabilities. 214
Programs for the Developmentally Disabled. 215
Meeting the Special Needs of Residents With Physical Disabilities. 215
Mental Illness in the Elderly. 216
Depression. 221
Causes and Signs of Depression. 221
Signs of Improvement 222
Assessing, Documenting, and Managing Mental Illness. 222
Managing Mental Illness in the Assisted Living Setting. 223
Chapter 17: 227
An Overview of Dementia. 227
Irreversible and Reversible Types of Dementia. 228
Alzheimer’s Disease. 229
Risk Factors for Alzheimer’s Disease. 230
The Stages of Alzheimer’s Disease. 231
  1. The Early Stage. 232
  2. The Middle Stage. 233
Example. 233
  1. The Late Stage. 234
Treatment of Alzheimer’s Disease. 235
Chapter 18: 237
Creating a Dementia-Capable Environment. 237
Dementia Capability. 238
What Does It Take to Be Dementia-Capable?. 239
Developing Dementia Program Standards. 239
Program Philosophy. 240
Who the Program Serves. 240
Approach to Care. 240
How and by Whom Care Will Be Provided. 241
The Program Location. 241
What Is “Special” About the Care Provided?. 242
Meeting the Residents’ Changing Needs. 242
Assisting the Dementia Resident With Activities of Daily Living (ADLs) 243
Evaluating Your Physical Environment 243
Chapter 19: 247
Communicating With the Dementia Resident. 247
Communication Is Key. 248
Communicating With the Dementia Resident 248
The Validation Method. 253
Definition: 253
Developer: 253
Theoretical background: 253
Validating attitude: 254
Techniques: 254
Chapter 20: 257
Understanding and Managing Challenging Behaviors. 257
Basic Principles of Behavior Management 258
An Overview of Challenging Behaviors. 258
Types of Challenging Behaviors. 259
When Is a Behavior Considered to Be Challenging?. 260
Preventing Behavior Challenges. 262
Solving Challenging Behavior 265
Wandering. 266
Engagement Activities. 267
Chapter 21: 269
Staffing Your Dementia Care Program.. 269
Selecting the Right Staff 270
Attitude Is the Key. 270
Choose Employees Who Are CREATIVE. 271
Staff Education and Training. 273
Effective Training Topics. 273
Staffing Patterns. 274
The Team Approach to Dementia Care. 274
Meeting the Residents’ Needs. 275
Meeting the Needs of the Dementia Care Staff 276
Provide Ongoing Support 277
Chapter 22: 279
Resident Abuse and Neglect. 279
Resident Abuse. 280
Physical Abuse. 281
Emotional Abuse. 281
Sexual Abuse. 282
Financial Abuse. 282
Neglect 282
Use of Restraints. 285
Alternatives to Restraints. 285
Is a Restraint Ever Justified?. 287
Preventing Abuse. 287
Take Immediate Action. 288
Chapter 23: 289
Palliative and End-of-Life Care. 289
Palliative Care. 290
Implementing Palliative Care in Your Residence. 290
Hospice/End-of-Life Care. 291
Identifying the End-of-Life Stage. 292
Implementing Hospice in Your Residence. 292
Dealing With Resident Death. 293
Staff Experience Loss, Too. 294
Employee Support Groups. 294
A Tradition for Remembering the Resident 295
Chapter 24: 297
Resident Transfer and Move-Out. 297
Supporting “Aging-in-Place”. 298
Resident Move-Out 299
Involuntary Transfer. 300
Involuntary Move-Out 300
Move-Out Due to Nonpayment 300
The Resident’s Right to Appeal Move-Out 301
Glossary. 303
Contents
CHAPTER 1: Human Resources Basics.. 1
What Is Human Resources?. 2
Human Resources Is About Leadership. 2
The Executive Director’s Role in Human Resources. 3
Building Community Among Your Employees. 4
Upholding the Dignity of Assisted Living Employees. 6
Personnel Policies. 6
Developing Human Resource Policies. 6
Key Human Resource Terms and Definitions. 7
1.       Implied Contract 7
2.       “At Will” Employment 9
3.       Just Cause. 10
4.       Negligent Retention. 12
5.       Protected Category. 14
Laws That Govern Employment Practices. 16
The Cost of Illegal Employment Practices. 21
The Role of State Regulations in Human Resources. 21
State Labor Resources. 23
Chapter 2: Recruiting and Hiring the best.. 24
Creating an Effective Recruitment Plan. 25
Step 1: Write Your Hiring Goals. 25
Step 2: Develop a Survival Plan. 26
Step 3: Identify Your Advertising Options. 26
Step 4: Select an Interview Format 27
Step 5: Outline a Process for Background Checks and References. 28
Step 6: Define Hiring Timelines and Accountability. 28
Step 7: Determine How Final Decisions Will Be Made. 29
Screening Applications and Resumes for Star Performers. 29
Screening Resumes and Applications. 30
Identifying Red Flags. 31
Looking for Flexibility. 32
Gaps in Employment 32
Conducting Phone Pre-Screens and Interviews. 33
The Telephone Screening Interview.. 33
Conducting Effective Interviews. 35
1.       Pre-Interview Planning. 35
2.       The Interview.. 37
3.       Post-Interview Evaluation. 39
Avoid Questions That Discriminate. 40
Creating an Offer. 41
Confirm Your Offer in Writing. 42
Promoting Company Benefits. 42
Communicating Enrollment Periods. 43
Conducting Reference Checks. 44
Make a Note of It 44
Conducting Criminal Background Checks. 45
Record Keeping Requirements. 46
Mandatory Reporting. 48
Union Management and Labor Relations. 48
CHAPTER 3: retaining your staff.. 50
Developing a Retention Strategy. 51
Retaining Your Employees ¾ What Do They Need?. 51
Employee Orientation. 54
Involve Your Team in Orientation. 57
Motivating Employees. 57
Help Employees Become Goal-Oriented. 57
Employee Recognition Programs. 58
Employee Distress. 59
Common Causes of Employee Distress. 59
CHAPTER 4: Staffing workload.. 62
The Staff Planning Process. 63
Three Common Staffing Models. 64
CHAPTER 5: training your staff.. 71
Staff Development and Training. 72
Adult Learning Styles. 72
Global Versus Sequential Learning. 77
How Do We Help Global and Sequential Learners?. 78
Learner-Focused Training Methods. 79
Creating In-Service Lesson Formats. 83
A 30-Minute Lesson Format 83
CHAPTER 6: evaluating and managing performance.. 87
Performance Evaluations. 88
Why Evaluate Your Employees?. 88
Why Do Performance Evaluations Sometimes Fail?. 89
Evaluating the Probationary Period. 90
Creating an Open Dialogue. 91
Self-Appraisals. 91
The R-A-P Model 92
Tips for Successful Appraisal Meetings. 94
Appraisals and Civil Lawsuits. 95
Why Some Managers Fail to Discipline. 96
Managers Fear Conflict 96
Managers Fear Legal Action. 96
Anti-Discrimination Laws. 97
Strategies for Managing Performance. 98
Strategy #1 ¾ Cultivate a Reputation as a Fair Employer. 98
Strategy #2 ¾ Establish Clearly Defined House Rules. 99
Strategy #3 ¾ Document, Document, Document 99
Strategy #4 ¾ Use Performance Improvement Plans. 102
Strategy #5 ¾ Terminate for Just Cause. 108
Preventing Wrongful Discharge Claims. 109
Voluntary Resignations. 109
Disciplining for Poor Attendance and Lateness. 110
Writing Performance Notes Related to Absenteeism/Tardiness. 112
The Employee Grievance Process. 113
State Unemployment Laws. 114
Responding to an EEOC Charge. 114
CHAPTER 7: promoting a healthy workforce.. 117
Managing Diversity. 118
Culture: What Is It?. 118
Six Steps to Cultural Understanding. 119
Communications. 122
Sexual Harassment. 122
Sexual Harassment Policies. 123
Reporting Sexual Harassment 124
Investigating Sexual Harassment 124
Include Sexual Harassment in Training and Orientation. 124
Vaccinations. 125
Workers’ Compensation. 125
Preventing Employee Accidents. 126
Enforce Employee Safety Guidelines. 127
Promoting Employee Safety. 128
Two Approaches to Promoting Safety. 128
What is OSHA?. 130
Glossary.. 133
Contents
Chapter 1:  An overview of accounting.. 1
Who Benefits From Profits?. 2
Six Building Blocks of Accounting. 2
Not-for-Profit vs. For-Profit. 7
The Benefits of Accounting and Financial Practices. 8
1.       Manage by Fact, Not Feeling. 9
2.       Use Information to Guide Strategy. 10
3.       Manage Risk. 10
4.       Support Continuous Process Improvement 11
Accounting Safeguards. 11
Debt-Service Covenants. 13
Chapter 2:  the general ledger.. 15
An Overview of the General Ledger. 16
Three Types of General Ledger Accounts. 19
How the General Ledger Can Help You. 20
Chapter 3:   the Revenue cycle.. 23
An Overview of the Revenue Cycle. 24
Segregation of Duties for the Revenue Cycle. 25
1.       Cash Keeper. 25
2.       Transaction Recorder. 25
3.       Transaction Reviewer. 25
The Executive Director’s Role in the Revenue Cycle. 26
Understanding the Billing Process. 27
Handling Delinquent Accounts. 28
Chapter 4:  accounts payable.. 33
What Is Accounts Payable?. 34
The Executive Director’s Role in Accounts Payable. 34
An Overview of the Accounts Payable Process. 35
Accounts Payable Input 36
The Processing Center. 36
Vendor Contracts. 37
Other Accounts Payable Functions. 38
Purchasing Practices. 41
Management Approval Limits. 41
The Executive Director’s Role in Purchasing. 42
Monthly Budget Log. 42
Purchase Orders. 42
Pricing Accuracy. 43
Central Purchasing. 43
Group Purchasing Organizations. 43
Inventory Control and Management 43
Resident Trust Fund Management 44
Payroll 46
Payroll checklist 46
Payroll Safeguards. 46
Understanding Employee vs. Contractor Designation and 1099’s. 47
Chapter 5:  budgeting.. 49
An Overview of Budgeting. 50
Your Capital and Operating Budgets Should Work Together. 51
A Budget Is a Management Tool 51
Capital Budgets. 52
An Overview of Capital Budgets. 52
Six Steps for Creating a Capital Budget 53
Step 1: Identify Projects. 54
Step 2: Obtain Estimates and Bids. 56
Step 3: Consolidate the Budget 57
Step 4: Forecast Available Funding. 57
Step 5: Prioritize Projects. 57
Step 6: Gain Approvals. 58
Creating Your Operating Budget. 60
How Long Does the Budget Process Take?. 62
Budgeting Revenue. 63
Ancillary Revenue. 64
Chapter 6:  analyzing financial statements.. 66
Four Steps for Analyzing Financial Statements. 67
Analyzing Cash Flow.. 73
Analyzing Operating Expenses. 74
Three Tools for Analyzing Your Operating Expenses. 74
Suggested Productivity Measures. 77
GLOSSARY.. 80
Contents
Chapter 1: 1
Maintaining Your Physical Plant.. 1
An Overview of Facility Maintenance. 2
How Is Facility Maintenance Organized?. 2
The Purpose of Facility Maintenance. 3
An Overview of the Maintenance Program.. 3
1.       General Maintenance. 4
2.       Preventive Maintenance. 4
3.       Capital Procurement Purchases. 7
Know Your State and Local Licensing Rules. 7
Chapter 2: 9
Housekeeping and Laundry.. 9
An Overview of Housekeeping. 10
Housekeeping Helps to Manage Infection Control 10
The Structure of Housekeeping. 11
The Goals of Housekeeping. 12
Building Community Through Housekeeping. 12
Housekeeping Responsibilities. 13
Scheduling Housekeeping Duties. 16
Housekeeping Procedures. 17
Resident Move-In. 17
Resident Move-Out Procedures. 17
Inspection Procedures When a Resident Moves Out 18
Housekeeping Services for the Residence. 19
The Importance of Cleaning Common Areas. 20
Scheduling and Responsibilities. 20
Guidelines for Cleaning Common Areas. 20
Pest Control 21
Bed Bugs- Guidelines for Action. 22
Laundry. 23
Staff Protection Against Contaminants. 24
Managing the Laundry. 25
Resident Laundry Preferences and Requests. 26
Chapter 3: 29
Food Safety, Sanitation, and Inspection.. 29
Food Handling. 30
Keeping Food Areas Clean. 33
Cleaning Schedules. 33
Cleaning and Sanitizing Equipment and Utensils. 35
Preventing Foodborne Illness. 36
Dietary Audit 38
Chapter 4: 41
Safety.. 41
Life Safety Standards and Compliance. 42
Disclosure of Life Safety Information. 42
What Systems Do You Need?. 42
Emergency Response Systems. 43
Emergency Call Systems. 43
Fire Alarm Systems. 44
Security Systems and Programs. 44
Planning for Safety Inspections. 45
Chapter 5: 47
Emergency and Disaster Preparedness Plans.. 47
Emergency and Disaster Preparedness Plans. 48
Contingency Plans. 48
What Is an Emergency and Disaster Plan?. 49
Severe Weather. 52
Staff Responsibilities During Severe Weather. 52
Power Outage. 55
Staff Responsibilities During a Power Outage. 55
Fire. 58
Staff Responsibilities During a Fire. 60
Planning for an Evacuation. 63
Active Shooter. 64
Chapter 6: 67
Crisis Communications.. 67
Managing Crisis Communications. 68
The First Steps for Responding to a Crisis. 69
1.       Identify the Situation. 69
2.       Notify the Appropriate People. 70
3.       Enlist Your Response Team.. 70
4.       Uncover the Communication Issue. 72
CHAPTER 7: 73
Cyber Security Awareness.. 73
Cyber Security Awareness. 74
Internet Safety. 74
Responsibility. 74
Prevention. 75
Physical Security. 75
Social Engineering. 76
Phishing. 77
Avoiding Social Engineering. 77
Internet Safety. 77
Threats. 78
Prevention. 78
Email Safety. 79
Suspicious Email 79
Prevention. 79
Access Control 79
Responsibility. 80
Prevention. 80
Passwords. 81
Identity Theft. 81
Prevention. 81
Chapter 8: 83
Other Environmental Issues.. 83
Residence Vehicles. 84
Public Transportation. 84
Smoking Policies. 85
Lost or Stolen Property. 85
Missing Property Incident 86
Glossary.. 89
Contents
Chapter 1: 1
An Overview of Licensure and Regulation.. 1
An Overview of Licensure and Regulation. 2
Who Are Your State and Local Regulators?. 3
Types of Licensure. 4
The Role of State Regulators. 4
Building Relationships With Your Regulators. 6
Chapter 2: 9
Structure of an Organization.. 9
Ownership and Legal Structure. 10
Who Owns Your Residence?. 10
Organizational Leadership Structure. 11
Legal Structure of Your Residence. 12
Organizational Structure of Your Residence. 12
Organizational Change. 13
Technology/ MIS. 14
Chapter 3: 17
Regulatory Compliance.. 17
The Executive Director’s Role in State Regulations. 18
The Benefits of Regulatory Compliance. 18
Regulated Areas of Care and Service. 19
Developing Policy and Procedure to Ensure Compliance. 23
Staff Training Is Key to Regulatory Compliance. 24
Preparing for the Licensing Survey. 24
Top Five Commonly Cited Deficiencies and Complaints. 24
Correcting a Deficiency or Grievance. 25
Creating a Plan of Correction. 26
Resident and Family Grievances. 26
The Executive Director’s Role in the Resident Grievance Procedure. 27
Communicating Your Grievance Procedure. 28
Training Your Employees to Handle Grievances. 28
Conflict Resolution. 29
Seven Steps for Problem-Solving. 30
Conducting an Investigation into a Grievance. 32
Managing Challenging Families. 32
One Possible Solution. 34
Measuring and Improving Quality. 34
Family and Resident Councils. 35
Working With the Resident Council 37
Purpose of the Resident Council 37
Role and Responsibilities of the Resident Council 38
The Executive Director’s Role in the Resident Council 38
Building Community Through the Resident Council 38
Resident Satisfaction Surveys. 40
Family Satisfaction Surveys. 40
Staff Satisfaction Surveys. 40
A Well-Written Survey Is Key. 41
Chapter 4: 45
Federal Law and Requirements.. 45
Federal Initiatives That Influence Assisted Living. 46
Medicare and Medicaid. 50
Medicare. 50
Medicaid. 52
Health Insurance Portability and Accountability Act (HIPAA) 52
CHAPTER 5: 57
Providing Community Resources.. 57
Key Community Resources. 58
Aging Services Network. 58
Four Senior Advocacy Programs. 58
The Area Agency on Aging (AAA) 60
Maintaining Relationships With the Area Agency on Aging. 62
Long-Term-Care Ombudsmen. 63
The Ombudsman and Conflict Resolution. 63
Community Healthcare Resources. 64
The Benefits of Using Community Resources. 65
CHAPTER 6: 69
An Introduction to Your Role as Executive Director.. 69
Effective Leadership and Management. 70
Are You a Leader?. 72
Are You a Manager?. 73
Horizontal Management. 74
Continuous Quality Improvement Practices (CQI) 75
Implementing CQI in Your Residence. 76
Basic Principles of CQI 77
Building a Culture of Quality. 77
Creating a Culture of Integrity. 79
Your Community’s Mission. 80
What Is a Mission Statement?. 80
Developing a Mission Statement. 83
Your Quality First Covenant. 84
Ethics Committee Consultation. 87
Administration ¾ 24/7. 88
Ensuring Appropriate Supervision. 89
Weekend Administration. 90
Chapter 7: 91
Risk Management.. 91
An Overview of Risk Management. 92
Loss Control 93
The High Cost of Accidents, Injuries, and Illnesses. 93
Ten Risk-Management Strategies. 94
A Typical Risk-Management Scenario. 96
Preventing Mr. Levin’s Fall 97
Risk-Management Policies and Procedures. 98
Creating Safety Rules. 99
Communicating With Your Insurance Company. 99
Three Important Steps for Claims Management 100
Chapter 8: 101
An Overview of Sales and Marketing.. 101
The Difference Between Sales and Marketing. 102
The Executive Director’s Role in Sales and Marketing. 104
Building Community Among Your Sales and Marketing Team.. 104
What Is a Strategic Marketing Plan?. 105
Three Benefits of the Marketing Plan. 105
A Marketing Plan Answers Five Questions. 106
The Four Components of an Assisted Living Strategic Marketing Plan. 107
Chapter 9: 109
Situation Analysis: Research of the Marketplace.. 109
Who Is Your Competition?. 110
How to Research Your Competitors. 111
Three Methods for Conducting a Competitive Review.. 111
Developing Your Product. 112
The Situation Analysis Helps You Develop and Refine Your Product 112
Chapter 10: 115
Generating Leads and Referrals.. 115
Key Definitions. 116
Four Advertising Mediums. 117
The Benefits and Drawbacks of Advertising. 117
Digital Advertising. 118
Print Advertising. 119
Print and Broadcast Advertising Working Together. 120
Direct Mail or E-mail Advertising. 120
Public Relations. 121
The Benefits of Public Relations. 122
Stories That Interest Readers and Viewers. 122
Networking With Professionals. 123
Networking Versus Advertising. 124
With Whom to Network?. 125
Who Networks?. 127
Creating a Contact List 128
How Many Contacts Is Enough?. 132
Networking With Families. 133
Positive Results of Family Networking. 134
Networking With Families Affects Financial Results. 135
Creating Your Family Networking Strategy. 136
1.       Visiting Hospitalized Residents (ongoing) 136
2.       Service Plan Follow-up Calls (ongoing) 137
3.       New Resident Dinners (monthly) 137
Family Networking: Make It Happen! 137
Chapter 11: 139
Building Community.. 139
What Are Families Experiencing?. 140
Typical Emotions of a Family Member. 140
Family Members Have Expectations. 143
Supporting the Family Members of Your Residents. 143
Quality Matters Most 144
Involving Families in Shared Risk. 145
Review of Full Disclosure. 146
Building Community Among Families. 147
Involve Families Before Move-In. 147
Involve Families After Move-In. 148
Involve Families in Decision-Making. 149
Foster Communication Between Residents and Families. 149
Promote Convenience. 150
Two Reasons for Customer Dissatisfaction. 151
Who Does the Dissatisfied Customer Talk to?. 151
Being a Good Community Neighbor. 151
A Possible Solution. 152
Networking in Your Community. 154
Community Education. 154
Community Outreach and Volunteer Programming. 155
Offer Your Residence as a Community Resource. 155
Create a Volunteer Network. 156
Maintaining a Client Information Database. 156
Glossary.. 159

 

Additional information

Weight 8 lbs
Dimensions 11 x 9 x 2 in

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