This article is sponsored by Accushield. In this interview, Senior Housing News sits down with Jayne Sallerson, President & COO of Charter Senior Living, to discuss the importance of resident safety, security, and the impact of Google reviews in the senior living space. Sallerson also highlights how her organization has leveraged the Accushield solution to enhance safety protocols.
Senior Housing News: What career experiences do you most draw from in your role today?
Jayne Sallerson: Two things: listening and humility.
More recently, I’ve put a lot of emphasis on listening closely to the staff and associates, and asking a lot of questions to understand their needs and concerns. I don’t think I did that as well in the past, so now, I really try to listen.
Humility, on the other hand, means checking your ego at the door. Just because we did something a certain way for 20 years doesn’t mean it’s the right way. It’s important to be open to new ideas in the senior living space, and I try to implement that mindset every day in my current role.
How has the advancement and digitization of front desk processes affected visitors’ initial impressions and overall experiences in senior living communities?
Technological advancements at the front desk have created a greater sense of security for families and prospects. Implementing sign-in and badge requirements enables tracking of visitors and enhances safety protocols. Additionally, advanced front desk technology aids in managing outstanding accounts.
Many communities have indicated that providing visitors with name badges helps residents remember names and serves as a visitor verification resource at the front desk. How do you think this practice has impacted safety and security?
I’m a big proponent of requiring name badges as it gives communities confidence that each visitor has been screened, reassuring families about the safety of their loved ones’ environment.
In what ways does a strong reputation through positive Google reviews help integrate newly acquired communities into the Charter family?
The Google Reviews (Reputation Accelerator) program has made a tremendous impact on our existing communities, driving positive reviews and improving search results. With new communities, it provides valuable insights and opportunities to address public perception.
How has real-time visitor feedback impacted the relationship between community teams and families while enabling them to improve resident care?
Real-time feedback has allowed our teams to address customer inquiries immediately, enhancing proactive measures and maintaining stakeholder satisfaction.
You’ve been working with Accushield for a long time now. How have you seen the company evolve over the years, and how has this evolution impacted the senior living industry?
Accushield has been incredible in assisting us to implement necessary systems. The new Flex scheduling program is a significant upgrade, streamlining staff scheduling and integration with existing time clock and payroll systems.
In a couple of words, finish this sentence: “In 2024, the senior living industry will be defined by…”
…operators with more technological advancements and AI.
Editor’s note: This article has been edited for length and clarity.
To learn more about how Accushield can help your community, visit Accushield.com.
The Voices Series is a sponsored content program featuring leading executives discussing trends, topics, and more, shaping their industry in a question-and-answer format. For more information on Voices, please contact [email protected].
