Steven A. BriganceSteven A. Brigance

See an incongruity? Need help fixing it? Call me confidentiality! 2712 Market Trace Fort Smith, Arkansas (479) 783-7070 sbrigance@litsolve.com

Executives/Home Office Leadership

Home Office staff

Regional Managers

Administrators

Community Care Givers

Community Support Staff

Administrator

Most important, most difficult, most underappreciated

Terrible title – worse than meaningless ED, no better How about something with the word

“Chief” in it What an Administrator isn’t What an Administrator is When it really gets hard

Skill sets Hiring standards – cross-regional Right models/different rewards Second chances -- mentoring Not everybody will make it Example 50% need to change 50% of those can change 50% of these in other jobs The rest will go – do the math, but…

As usual, Risk Mgmt is the last to know

Owner/investor choices Architect choices

◦ Doors◦ Personnel choices

Construction Company◦ Supervision◦ Liquidated damages◦ Refusal to correct

Administrator◦ Silence/lockdown◦ Credentials◦ Employment history◦ Cover-up◦ Retaliation◦ State regulators◦ Documents/Physical Evidence

Caregivers – nowhere to go (but, they want to & will…)

Dorothy &

Jack

Owner/investor choices Architect choices

◦ Doors◦ Personnel choices

Construction Company◦ Supervision◦ Liquidated damages◦ Refusal to correct

Administrator◦ Silence/lockdown◦ Credentials◦ Employment history◦ Cover-up◦ Retaliation◦ State regulators◦ Documents/Physical Evidence

Caregivers – nowhere to go (but, they want to & will…)

Dorothy &

JackBrigance

Ignore the problem & underlying cause Blame things on a resident or family member Delay contacting people who should be involved Lie Hide Cover-up Retaliate – against employees, residents, family

Coach Be an island -- try to fix things yourself Misstate Equivocate Never say you’re sorry Obfuscate & wait for things to blow over Assume the police are your friends

Screw up the records – before, during & after Fail to appreciate we are in the elder care

business Have no appreciation of our MVP’s– no plan,

strategy or vision for early resolution “Diss” or cajole the state Assume your staff (particularly formers) will

cover for each other -- and you Assume the family and/or resident will flag

Don’t Sell Don’t expect miracles – expect progress Remember who & what the community is Remember you’re a leader Remember you want to be surrounded by

leaders Begin (continue) living the MVP’s Listen, Listen, Listen non-judgmentally Talk to your employees regularly & honestly Hold employees accountable/reward Find & share success stories every week Find, surface & resolve incongruities

The 7 Habits of Highly Effective People◦ ~Stephen R. Covey

Man’s Search for Meaning◦ ~Viktor E. Frankl

This is Water – Some thoughts on living a compassionate life◦ ~David Foster Wallace

A Whole New Life◦ ~Reynolds Price

A New Earth◦ ~Eckhart Tolle

The Customer Comes Second◦ ~Hal Rosenbluth & Diane Mcferrin Peters

What Got You Here Won’t Get You There

What the Dog Saw◦ ~Malcolm Gladwell