Leadership, Management, and Operations: Administrator Level 2 Manuals

Price : $275.00

PRODUCT DESCRIPTION: 

SeniorLivingU’s self-study Administrator Level 2 manuals offer participants advanced material designed to hone operational expertise and leadership skills, challenge the executive director to integrate operational systems and to take on more financial responsibility for the residence. It delves deeper into many of the topics covered in the Administrator Level 1 manuals including: building teams, becoming an effective leader, handling complaints, resident service plans, hospice, avoiding lawsuits, investigations, workers’ compensation, risk management tools, maximizing dining dollars, increasing revenue, pitfalls of marketing and sales, marketing regulations, and budget analysis.

When used in conjunction with the Administrator Level 2 exam, these manuals are approved by the NAB (National Association of Long Term Care Administrator Boards) for 11.20 CEUs. Prerequisite: Level 1.

Book 1 Table of Contents Book 2 Table of Contents Book 3 Table of Contents

Download this Table of Contents

Introduction – 1
Why Should I Read This Book? – 1
Content Overview – 1
Building New Knowledge – 1
Managing and Leading Your Team – 1
Preparing for Certification and Credentialing – 1
Key Topics – 2
Section 1: Leadership – 3
Chapter 1: Developing as a Leader – 5
Chapter Overview – 6
Key Topics – 6
The Difference Between Leading and Managing – 7
How Do You Rate as a Leader? – 7
Your Professional Growth Plan — Becoming a Leader – 8
The Six Elements of Leadership Growth – 8
The 70/20/10 Rule – 9
Stretch Assignments — 70% of Professional Growth – 9
Mentors and Coaches — 20% of Professional Growth – 10
Coursework and Training — 10% of Professional Growth – 13
Ten Effective Leadership Practices – 14
How Are You Doing as a Leader? – 19
1. Ask Others How You Are Doing – 20
2. Use Your Performance Evaluation to Measure Your – 22
Strengths and Weaknesses – 22
Making the Most of Your Performance Review – 23
3. Evaluate Yourself – 24
Chapter 2: Motivating Staff – 27
Chapter Overview – 28
Key Topics – 28
Motivating Employees – 29
Nine Ways to Motivate Employees – 30
The Power of Empowerment – 35
How Much Power Do You Give Your Employees? – 37
Delegating – 39
Finding a Good Balance in Delegating – 41
Listening — A Key Motivational Skill – 42
Chapter 3: Embracing Change – 45
Chapter Overview – 46
Key Topics – 46
The Only Thing That Is Constant Is Change – 47
The Four Stages of Change – 50
Managing Your Own Struggle With Change – 53
Chapter 4: Building Teams – 55
Chapter Overview – 56
Key Topics – 56
Six Techniques for Building Teams – 57
Technique #1: Tune In – 58
Technique #2: Provide Open, Honest Communication – 59
Technique #3: Remain Positive – 59
Technique #4: Develop Trust – 60
Technique #5: Involve Your Staff – 60
Technique #6: Show Your Appreciation – 60
Fostering Teamwork – 61
The Lessons From Geese – 63
Team Member Roles – 65
Managing Three Generations – 67
When a Team Falters: Improving Morale – 71
Signs of Low Morale – 72
Techniques for Improving Morale – 72
Chapter 5: Handling Customer Complaints – 73
Chapter Overview – 74
Key Topics – 74
Learning to Welcome Customer Complaints – 75
Tips for Handling Complaints – 76
Using LEAD to Handle Customer Complaints – 77
Case Scenario — Using LEAD to Handle a Complaint – 80
The Pros and Cons of Apologies – 82
Handling Rate Increases – 83
Section 2: People – 3
Chapter 1: Finding the Best Employees – 89
Chapter Overview – 90
Key Topics – 90
One Executive Director’s Success Story – 91
Hire Only the Best – 92
Raise the Bar — Increase Expectations – 92
Increase Training and Coaching – 92
Give Employees Jobs They Do Well – 93
The Assisted Living Workforce – 94
1. The Career Caregiver – 94
2. The Young Worker – 95
3. The Volunteer Worker – 95
Finding the Right Job Candidates – 96
Advanced Interviewing Techniques: The Group Interview – 99
The Group Interview Process – 100
Step One: Conduct an Icebreaker – 101
Getting Candidates to Talk – 103
Step Two: Ask Probing Questions – 105
Step Three: The Group Exercise (Optional) – 106
Step Four: Ask the Candidates “Who Would You Hire?” – 107
Step Five: Meet With Evaluators – 108
Next Steps for Top Candidates – 112
Advanced Interviewing Techniques: Small Providers – 116
Chapter 2: Employee Retention – 119
Chapter Overview – 120
Key Topics – 120
The High Cost of Turnover – 121
Employee Satisfaction – 125
Retaining Culturally Diverse Employees – 127
The Benefits Package — Two Key Factors – 128
Learn About the Competitors’ Compensation Package – 128
Offering Benefits That You Can Afford – 131
Chapter 3: Dealing With Difficult Employees – 135
Chapter Overview – 136
Key Topics – 136
Managing Difficult Employees – 137
Managing With the Platinum Rule – 138
Counseling Difficult Employees – 146
Difficult Conversations – 149
Two Courses of Action – 151
Section 3: Resident Programs and Care – 153
Chapter 1: Setting Expectations – 155
Chapter Overview – 156
Key Topics – 156
Setting Expectations — Resident Agreement – 157
Ensuring That You Get Paid – 158
The Executive Director’s Involvement in the Resident Agreement – 159
Transferring a Resident From Another Community – 161
Assessing an Out-of-State Resident – 162
Chapter 2: Resident Service Plans – 167
Chapter Overview – 168
Key Topics – 168
Service Plans — A Relationship Tool – 169
Specific Language – 170
Computerized Care Management – 172
Observing and Reporting Changes in Condition – 174
Reporting Changes in Condition: The 24-hour Report – 174
Five Critical Changes in Condition – 180
Fall Management Program – 183
Assess Residents Regularly – 184
Fall Management — Sample Program – 191
An Increasing Resident Care Challenge: Skin Integrity – 193
Chapter 3: Creating an Acuity Niche – 197
Chapter Overview – 198
Key Topics – 198
Determining Your Acuity Niche – 199
The Benefits of a Niche – 199
Your Acuity Niche — Present and Future – 200
Leaning to the Left: Protecting a Low Acuity Niche – 201
Leaning to the Right: Developing a High Acuity Niche – 203
Determining Your Community’s Capabilities – 203
Serving Residents With Mental Health Conditions – 205
Clarifying Your Niche — The Decision Tree – 206
Finding the Right Nurse – 212
Orienting New Nurses – 213
Chapter 4: Medication Management – 217
Chapter Overview – 218
Key Topics – 218
Medication Management – 219
Strategies for Avoiding Medication Errors – 220
Missed Medications – 223
Medication Refusals – 225
Consulting Pharmacists and Medication Errors – 225
Keeping Track of Over-the-Counter (OTC) Medications – 226
Training – 227
Passing Medications During Meals – 228
Auditing Medications – 230
Medication Verification Form – 232
Self-Administration – 234
Psychotropics and Controlled Drugs — Theft and Addiction – 240
Chapter 5: Advance Care Planning – 245
Chapter Overview – 246
Key Topics – 246
Advance Care Planning: More Than Paperwork – 247
Comparing the Healthcare Power of Attorney With the Living Will – 254
Living Will – 254
Non-Hospital DNR Orders – 261
Chapter 6: Partnering With Hospice – 263
Chapter Overview – 264
Key Topics – 264
The Purpose of Hospice – 265
Services Provided by Hospice – 266
The Medicare Hospice Benefit – 267
Partnering With Hospice – 269
Defining Responsibility – 272
I. Admission — Referral of Assisted Living Resident to Hospice – 273
II. Admission — Simultaneous Referral to Assisted Living and Hospice – 274

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Introduction – 1
Why Should I Read This Book? – 1
Content Overview – 1
Building New Knowledge – 1
Managing and Leading Your Team – 1
Preparing for Certification and Credentialing – 1
Key Topics – 2
Section 4:  Operations Risk Management – 3
Chapter 1: Avoiding Lawsuits – 5
Chapter Overview – 6
Key Topics – 6
Who Pays the Most for Liability Claims? – 7
Lawsuits Against Assisted Living – 9
The Seven Most Common Claims – 9
Reducing Risk in Seven Key Areas – 10
Barriers That Block Lawsuits – 17
Barriers Reduce the Likelihood of a Lawsuit – 17
Trusting Relationships — A Key Barrier – 18
Transfer and Discharge – 20
Talking With Families About Discharge – 21
Chapter 2: Collecting, Analyzing, and Acting on Data – 25
Chapter Overview – 26
Key Topics – 26
The Little Things – 27
Root Cause Analysis – 29
Collecting Data – 30
Proactive Documentation – 31
Protecting Documentation – 31
Objective Writing – 35
The Investigation Summary Outline – 38
Who Completes the Incident Report? – 40
Getting Employees to Report Incidents – 40
Employee Training – 41
Analyzing Data – 42
Acting on Data – 45
Chapter 3: Families and Risk Management – 51
Chapter Overview – 52
Key Topics – 52
How Assisted Living Is Perceived – 53
The Lawsuit Equation – 54
Families and Changes in Condition – 54
Setting Realistic Expectations – 56
Exercise: Creating Realistic Expectations – 58
LEAD Your Employees to Service Recovery – 62
Chapter 4: Risk Management Tools – 65
Chapter Overview – 66
Key Topics  -66
Shared Risk Agreements – 67
Three Benefits of a Shared Risk Agreement – 67
Using Shared Risk Agreements – 68
Arbitration Agreements – 78
Using an Arbitration Agreement – 79
Saving Money on Insurance – 82
Chapter 5: Workers’ Compensation – 85
Chapter Overview – 86
Key Topics – 86
Workers’ Compensation Is a Controllable Expense – 87
Investigating Accidents – 89
Root Cause Analysis – 90
Communicating Employee Safety/Educating Staff – 93
Filing Claims – 95
1. Information Only Claim – 95
2. Medical Only Claim – 95
3. Indemnity Claim – 96
Red Flags – 97
Red Flag Events – 97
Behavioral Red Flags – 98
Relationships With Carriers and Third-Party Administrators – 99
The Most Important Part of Claims Management – 101
Questions From Employees – 102
The Employee Responsibilities – 103
Getting Employees Back to Work – 104
Refer Employees to a Proactive Physician – 104
The Role of the Physician – 106
Communicating With the Physician – 108
Modified Duty Programs – 109
How Much Is the Employee Paid? – 110
Offer Modified Duty in Writing – 111
Transitioning the Employee Back to Work – 113
Managing Employees on Modified Duty – 114
Section 4: Operations: Turning Around A Troubled Residence – 115
Chapter 6: Turning Around a Troubled Residence – 117
Chapter Overview – 118
Key Topics – 118
Five Steps for Turning Around a Troubled Residence – 119
Communicating With Staff, Families, and Residents – 126
Communicating to Uncover Issues and Set Goals – 126
Communicating Expectations and Outcomes – 128
Communicating Expectations to Your Staff – 128
Meeting With Officials – 130
Budgeting the Turnaround – 131
Marketing a Troubled Residence – 132
Section 5: Operations: Dining And Food Service – 133
Chapter 7: Operating a Specialty Restaurant – 135
Chapter Overview – 136
Key Topics – 136
Operating a Specialty Restaurant – 137
1. Decline in Taste Buds – 138
2. Meals That Are Easy to Chew and Swallow – 139
3. Polypharmacy – 140
4. Diabetic-safe Meals – 140
5. Hydration – 141
Making Nutritious Meals – 143
Chapter 8: The Dining Experience: Production and Presentation – 147
Chapter Overview – 148
Key Topics – 148
The Dining Experience: A Production – 149
Mealtime Is a Highlight of the Day – 149
Create an Experience – 149
The Connection Between the Dining Experience and Overall Resident Satisfaction – 152
Creating a Festive Atmosphere – 153
Training Staff to Create the Dining Experience – 156
1. Group Discussion – 156
2. Role Play – 156
3. Video – 157
The Food Service Director: A Powerful Position – 158
Presentation: Sweating the Details of Dining – 162
Setting a Proper Table – 164
Plating Food – 166
Chapter 9: Dining and Dollars – 167
Chapter Overview – 168
Key Topics – 168
Dining and Dollars – 169
Managing Food Service Expenses — Four Key Areas – 169
1. Getting the Best Price on Raw Food – 170
Managing Food Vendors – 171
1. Rebates – 171
2. Substitutions – 172
3. Cherry-picking – 172
4. Long-term Contracts – 173
2. Controlling Food Costs – 175
Taking Action to Control Food Costs – 176
Tracking Food Costs – 178
Controlling Food Waste – 179
Food and Theft – 180
3. Managing Non-Food Expenses – 181
Controlling Linen Loss – 183

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Introduction – 1
Acknowledgments – i
Why Should I Read This Book? – 1
Content Overview – 1
Key Topics – 2
Chapter 1: Boosting Revenue – 5
Chapter Overview – 6
Key Topics – 6
Four Strategies for Boosting Revenue – 7
Value Pricing – 8
Zone Pricing – 11
Return to Market Rate – 14
Pre-payment – 16
Chapter 2: The Science of Marketing – 19
Chapter Overview – 20
Key Topics – 20
Marketing and…Science? – 21
Marketing a Stabilized Community – 30
Marketing in a Saturated Market – 32
Surviving in a Saturated Market – 33
Chapter 3: Seven Sales and Marketing Pitfalls – 37
Chapter Overview – 38
Key Topics – 38
Seven Sales and Marketing Pitfalls – 39
Pitfall #1: Failure to Close the Sale – 40
Pitfall #2: Failure to Understand the Customer’s World – 41
Feature Dumping – 41
Understand the Customer’s World — Listen Up! – 43
Pitfall #3: Over-Promising and Under-Delivering – 45
Pitfall #4: Inability to Answer Questions – 50
Pitfall #5: Forgetting That Every Employee Is a Marketer – 53
Helping Your Employees Become Better Marketers – 54
Pitfall #6: Lagging Behind the Competition – 57
Pitfall #7: Outdated Programming and/or Appearance – 58
Chapter 4: Overseeing the Marketing Department – 61
Chapter Overview – 62
Key Topics – 62
Overseeing the Marketing Department – 63
Supervising and Coaching Your Sales and Marketing Team – 65
The Weekly Marketing Meeting – 65
Coaching Your Salesperson – 66
Chapter 5: Regulations That Affect Marketing – 71
Chapter Overview – 72
Key Topics – 72
Do-Not-Call Regulations – 73
Exceptions – 73
Complying With the Do-Not-Call Regulation – 75
The Fair Housing Act and the Americans with Disabilities Act (ADA) – 76
Fair Housing Act – 76
Chapter 1: The Balancing Act – 85
Chapter Overview – 86
Key Topics – 86
The Executive Director’s Balancing Act – 87
Investors — Show Us the Money! – 88
How Investors Evaluate Executive Directors – 88
Ownership Structure — Non-Profit Versus For-Profit – 89
The Budget: The Community’s Blueprint – 90
How Involved Should You Be in the Budget Process? – 90
Budgeting Mistakes and Misconceptions – 94
Three Common Budgeting Methods – 95
Chapter 2: Step-by-Step Budget Building – 97
Chapter Overview – 98
Key Topics – 98
Step-by-Step Budget Building – 99
Reviewing the Line Items – 105
Labor: The Largest Line Item – 106
Controlling Labor Costs With a Flex Pool – 110
Developing a Flex Pool – 110
Budgeting Employee Benefits – 112
Employee Benefits Packages – 112
Health Insurance – 113
Budgeting Marketing – 114
Budgeting Dining – 115
Budgeting Repairs and Maintenance – 116
Budgeting Supplies – 118
Budgeting Training – 119
Budgeting Utilities – 120
Real Estate Taxes – 121
Saving Money on Taxes – 122
Budgeting and Vendors – 125
Submitting the Budget – 129
Hitting the Numbers – 130
Non-Budgeted Expenses – 133
Chapter 3: Capital Budgets – 135
Chapter Overview – 136
Key Topics – 136
Capital Budgets/Assets – 137
Operating Versus Capital Expenses – 138
When Can You Capitalize an Expense? – 138
Building the Capital Budget – 140
Chapter 4: Boosting Revenue – 143
Chapter Overview – 144
Key Topics – 144
Focus on Revenue – 145
Maximizing Revenue – 146
Strategy 1: Census — Sell More of Your Product – 146
Census Budgeting Issues – 147
Strategy 3: Collections — Getting Paid for Services – 152
Additional Revenue Sources – 153
Chapter 5: Budget Analysis Tools – 157
Chapter Overview – 158
Key Topics – 158
Budget Analysis Tools – 159
Turning a Profit – 160
Understanding Break-Even – 161
Variance Reports – 162
Calculating Variances – 164
Chapter 6: Analyzing Financial Statements – 167
Chapter Overview – 168
Key Topics – 168
Absorbing the Financials – 169
Financials: The Executive Director’s Report Card – 170
2. Operating Margin – 171
3. Income Statement – 175
Financial Statements – 176
1. Income Statement – 176
2. General Ledger/Transaction Log – 176
Coding Invoices – 186
When You Are Not Given the Financials – 188
A Word on Accounting – 189
Business Ethics – 190
Fair and Honest Business Practices – 190
Ten Key Statistics – 194

Additional information

Weight 5 lbs
Dimensions 11 × 10 × 2 in

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