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CHARTWELL RETIREMENT RESIDENCES IS PROUDLY A CANADIAN COMPANY WELCOME! WELCOME EDITION
CHARTWELL RETIREMENT RESIDENCES
IS PROUDLY A CANADIAN COMPANY
WELCOME!
WELCOME EDITION
2 RENDEZVOUS | WELCOME EDITION
Moments That Matter
CHARTWELL.COM
3CHARTWELL.COM
4 WELCOME MESSAGES
6 OUR MISSION, VISION & VALUES
7 OUR BRAND
8 ABOUT CHARTWELL
9 CHARTWELL FAST FACTS
10 HOW WE OPERATE–
CHARTWELL’S ORGANIZATIONAL STRUCTURE
12 CORPORATE GIVING
14 OUR STORIES
20 COMMUNICATION
21 SOCIAL MEDIA
22 HOW ARE WE DOING?
23 THREE PILLARS OF CHARTWELL
4 RENDEZVOUS | WELCOME EDITION
PRESIDENT’S WELCOME MESSAGE As President and Chief Executive Officer, I’d like to officially
welcome you to Chartwell. We are excited to have you join
our growing family and hope this magazine will be helpful in
giving you a snapshot of who we are as an organization.
Quite simply, serving our customers is the only reason our
organization exists. We believe that it is critical that residents
don’t just live in a Chartwell residence, but that they “feel at
home.” There are critical factors to feeling at home, including
believing that staff are competent, trained and committed to
creating an environment where residents feel engaged within
their residence community and connected to their peers.
We also believe that the input of our residents, and their
family members, is critical to meeting expectations and in
ensuring we are accountable to our customers. In addition to
daily dialogue, we welcome feedback and go out of our way
to engage frequent communication from Resident Council
meetings to Residence Townhalls to annual surveys.
Our staff play a fundamental role, each and every day, in
ensuring Chartwell lives up to its high expectations of service
excellence. In order to succeed in their roles, we believe that
employees must understand what is expected of them. That
involves clarity on job responsibilities, open communication
and frequent feedback. Given the setting of working so
closely and in such frequent contact with our customers
and the direct impact that has, we expect employees to be
personally accountable for the results set for their roles.
I hope you enjoy this special edition of our Rendezvous
magazine, and that it provides you with a little more
information about who we are and what we stand for.
Brent Binions | President & Chief Executive Officer
5CHARTWELL.COM
A MESSAGE TO OUR
EMPLOYEES
At Chartwell, our commitment
to service excellence is
built on the widely shared
philosophy that it is the
job of every Chartwell employee to live up to
our vision of Making People’s Lives Better by
providing a great place for seniors to live. This
philosophy is brought to life daily by employees
who seek out opportunities to enhance the
lives of our residents in a number of ways
from safety to efficiency to respect and by
creating everyday moments of “wow.”
More than that, the question of whether we are
doing a good job is not something we decide
ourselves; it’s what our customers tell us directly.
We want your feedback and we welcome your
insight in how we can ensure you feel at home
and engaged in your residence community.
And it’s our job to take that feedback and
seek solutions that meet your expectations
and help you live your best life every day.
So to echo the sentiments of those who have
already begun supporting you in your transition
to Chartwell, we welcome you, we value your
trust and we look forward to serving you.
Karen Sullivan | Chief Operating Officer
A MESSAGE TO OUR
RESIDENTS
A sincere welcome to our
new employees. At Chartwell,
you will have a life changing
experience that is unique: the opportunity to make
someone’s life better each and every day.
Whether you work in one of our retirement or long
term care residences or in one of our corporate
offices, our vision of Making People’s Lives Better
is what motivates our employees. You will discover
the foundation of our culture at Chartwell supports
personal accountability, allowing you to make
decisions daily to ensure we are providing the
highest level of customer service to our residents
and family members. The connections built with our
residents and their families beyond the duties of
your role will provide you with a sense of purpose
and personal fulfillment that can only be gained in
an environment that is centred on people.
Your employee experience matters to us. We believe
highly engaged employees will seek out ways to
enhance the lives of residents and colleagues. We
welcome and encourage feedback about how we
are doing as an employer and what we can do better.
As you make your transition to life at Chartwell,
I have every confidence that you will enjoy the
rewards.
Sarah Todd | Senior Vice President, People
6 RENDEZVOUS | WELCOME EDITION
Respect We honour and
celebrate seniors
Empathy We believe compassion
is contagious
Service We believe in providing
Excellence excellence in customer service
Performance We believe in delivering and
rewarding results
Education We believe in lifelong learning
Commitment We value commitment to the
Chartwell family
Trust We believe in keeping our
promises and doing
the right thing
To provide a happier, healthier and more
fulfilling life experience for seniors
To provide peace of mind for our residents’
loved ones
To attract and retain employees
who care about making a difference
in our residents’ lives
OUR VALUES
OUR MISSION
OUR VISION
OUR MISSION, VISION & VALUES Our mission, vision and values are more than just phrases at Chartwell; they are promises we consider
to be our highest priority. We want our residents to know that the care and services they receive
in a Chartwell home will make their lives happier, healthier and more meaningful, we want family
members to feel reassured that their loved ones are secure, active and engaged while living in our
residences, and we want our employees to know that their contributions are valued and appreciated.
7CHARTWELL.COM
The Chartwell brand reflects the standards
and strength of operational excellence across
the entire company. As Canada’s largest
owner and operator of seniors housing, we
pride ourselves on a deep understanding
of the delivery of the care and support our
residents require along with a commitment to
compliance and reputable service delivery.
Our national logo is an abstract image of a butterfly.
The reasoning behind the butterfly is that it is the
later stage of a caterpillar’s life journey, and its most
beautiful phase. Its bright colours communicate
a sense of energy and freshness and compliment
the vibrancy in which we see our residents at this
point in their lives. This is the lens through which
we see our residents and reflects the importance
we place on understanding every individual’s
uniqueness and in learning their individual story.
OUR BRAND
8 RENDEZVOUS | WELCOME EDITION
Chartwell was founded in 2003 and has since become
Canada’s largest owner and operator of seniors
housing. Through acquisitions and developments,
our portfolio now includes over 185 retirement and
long term care residences. We are proudly a 100%
Canadian company with headquarters in Mississauga
and corporate offices in Montreal and Vancouver.
Chartwell has been a publicly traded company
since its Initial Public Offering (IPO) in November of
2003. It is traded under the symbol “CSH.UN” on
the Toronto Stock Exchange (TSX) and is governed
by a Board of seven independent Directors and the
President and CEO, Brent Binions. As a publicly
traded company, Chartwell is committed to sound
corporate governance practices and transparent
financial disclosure. The company is closely affiliated
with provincial associations in the retirement and long
term care sector across the country, including Ontario
Retirement Communities Association (ORCA), Ontario
Long Term Care Association (OLTCA), Alberta Senior
Citizens’ Housing Association (ASCHA), BC Seniors
Living Association (BCSLA), BC Care Providers
Association and Le Regroupement québécois des
residences pour aînés (RQRA). For more detailed
investor information and news, please visit
chartwell.com.
ABOUT CHARTWELL
LOCATION
SIZE STYLE & & OFFERINGS
but the one thing that unites
us is our shared commitment
to making the lives of our residents
BETTER.
Our residences are diverse in
9CHARTWELL.COM
MAKING PEOPLE’S LIVES BETTER SINCE 2003
SUITES
KEY PROVINCES
ACROSS CANADAOPERATING IN 4
BCAB
ONQC
RETIREMENT AND LONG TERM CARE HOMES
OVER
OVER
185
25,000
OVER 13,500 DEDICATED EMPLOYEES
2016
Retirement Ontario
LTC Ontario
Western Canada
Quebec
CHARTWELL FAST FACTS
CHARTWELL IS
PROUDLY A CANADIAN COMPANY
AND IS THE
LARGEST participant in the seniors
living sector in Canada.
10 RENDEZVOUS | WELCOME EDITION
HOW WE OPERATE CHARTWELL’S ORGANIZATIONAL STRUCTURE
While each residence is located in its own diverse community, it is also part of a larger network made up of regional and provincial teams that offer support in a variety of areas.
CORPORATE OFFICESChartwell has a head office and two corporate offices in Canada, consisting of a variety of
departments that provide on-going support to our residences, including: Operations, People,
Marketing, Communications, Sales, Finance, Real Estate, Food and Beverage, Life Enrichment,
Care Services, Legal and Information Technology.
PLATFORMSChartwell has five national platforms, consisting of Ontario East Retirement, Ontario West Retirement,
Ontario Long Term Care, Western Canada (British Columbia and Alberta) and Quebec. Each platform
is led by a Platform Vice President of Operations and Sales.
REGIONPlatforms are further divided into regions based on geographical locations. Each region is led by
a Director of Regional Operations and Director of Regional Sales, who work closely with individual
General Managers and Administrators. Approximately ten to twelve residences comprise each region.
Residences are supported by their regional and national platforms, as well as the corporate offices.
11CHARTWELL.COM
Head office Mississauga
Corporate office Montréal
Corporate office British Columbia
Ontario East
Regions
Residences
Ontario West
Ontario Long Term
Care
Western Canada
Quebec
12 RENDEZVOUS | WELCOME EDITION
We believe that seniors are fully deserving of
having their wishes fulfilled and that the power
of realizing a long held dream is truly ageless.
Giving back is part of the social fabric at
Chartwell and an important component of our
commitment to supporting the communities
in which we operate. Our residences support
a number of local charities and initiatives that
are important to residents and staff, including
The Heart and Stroke Foundation, Canadian
Diabetes Association, Cancer Society, Alzheimer
Society and many more including our Corporate
partnership with Wish of a Lifetime Canada.
CORPORATE GIVING
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In 2015, we launched our partnership with Wish of
a Lifetime Canada, a charity devoted to granting
lifelong wishes for seniors. The relationship between
Wish of a Lifetime Canada and Chartwell builds
on the joint commitment of each organization to
raise awareness about the importance of keeping
older adults dreaming, daring and discovering.
Residents are encouraged to share and submit
their wishes through ballot boxes in each residence,
while Canadian seniors are encouraged to visit
wishofalifetime.org/canada to download an
application. Staff members and family members are
also encouraged to submit requests on behalf of a
resident or a loved one.
To read more about the partnership, visit
chartwell.com and learn how we’re making a
difference, one wish at a time.
Our Life Enrichment program, Moments that Matter,
helps to fulfill local wishes at the residence level.
Fulfilling these small, yet important, moments can
leave a lasting impact on residents’ lives.
14 RENDEZVOUS | WELCOME EDITION14 14RENDEZVOUS | SUMMER 2015RENDEZVOUS | SUMMER 2015
OUR STORIES
15CHARTWELL.COM
Our residences are home to many unique and inspiring individuals, each with their
own extraordinary story. At Chartwell, we celebrate our residents and employees by
focusing on their journeys and honouring their personal histories. Their stories help
connect us, make us laugh and, sometimes, pull at our heartstrings. To learn more,
visit our website at chartwell.com/about-us/our-story
16 RENDEZVOUS | WELCOME EDITION
17CHARTWELL.COM
As a young girl growing up in
the Philippines, Irene was doted
on by her family. The youngest
of three siblings, as well as the
only girl, she fondly recalls that
she was showered with love by
her protective older brothers,
parents and grandparents. She
smiles when she thinks of how
much her family contributed to
her happy childhood: “I remember
my grandfather tickling me until
I was laughing so hard I was
rolling on the floor,” she says, “My
grandmother was more reserved,
but whenever I was sick or scared,
she’d be the one to sit with me and
hold my hand to help me heal.”
In 2002, Irene and her family
decided to pack up and move to
Canada for a fresh start. Happily,
soon after arriving Irene met
her husband and the couple
married. Recognizing Irene’s
caring and compassionate nature,
her husband recommended she
become a nurse—an opportunity
she jumped at, as she had always
derived great fulfillment from
taking care of others. After
graduating from nursing college,
Irene decided to focus specifically
on seniors, and for a very good
reason: she hoped that joining
the retirement living sector would
better equip her to one day take
care of her aging mother, too.
Initially hired on as a Licensed
Practical Nurse at Chartwell
Langley Gardens Retirement
Residence, Irene is now the Health
& Wellness Manager, primarily
responsible for supporting a staff
of dedicated care aides while
also overseeing the provision
of quality care for residents.
She has great respect for her
residents and the wisdom they
bestow upon her, explaining
that the best part of her job is
her daily interactions with them:
“My residents regularly confide
in me; I’m there to listen with an
open heart and provide them
with any comfort I can, even if it’s
just by holding their hand like my
grandmother used to do with me.”
What Irene didn’t realize was
that her residents would one day
help take care of her, too. After
the tragic loss of her husband in
2014, Irene explains that residents
rallied around her to help her
cope with his passing. As many
of them had lost a spouse as
well, she took great comfort in
their advice and guidance, and
is still grateful to be surrounded
by a supportive network of
residents and employees who
bring joy to her life every day.
THIS IS IRENE’S STORYIRENE, HEALTH & WELLNESS MANAGER, WORKING AT CHARTWELL SINCE 2007
18 RENDEZVOUS | WELCOME EDITION
Jennifer has enjoyed an active
and adventurous life. Born in
Edmonton, Alberta, she fondly
remembers carefree summers
at her cottage, sailing on the
clear blue waters and getting
into all types of mischievous
fun, from swimming to skating
to sports. She even trained as
an Olympic athlete at one point
in time, quickly reorganizing
her priorities to match her bold
spirit. “I didn’t think twice about
trading in piano lessons for more
thrill-seeking activities, like sports,
horses and boys,” she quips.
Meeting her husband, Ted, was
a defining moment in Jennifer’s
life. There was instant chemistry
between the two, and together,
the couple saw the world,
visiting remote locations and
surrounding themselves with
intelligent people and good
food. Jennifer first considered
retirement living when her
husband was diagnosed with
cancer, wanting to live in a
place where they could easily
access medical care and support
services. The prospect of not
having to worry about meal
preparation and cleaning also
appealed to her: “A retirement
residence was in the cards for
us. I was fed up with cooking
and housework!” Though her
husband passed away shortly
before they moved into their
Chartwell residence, Jennifer
persevered and moved in
anyway, eager to be surrounded
by people and conversation.
Jennifer is just as active in her
retirement community today
as she was growing up. Every
morning, she walks her beloved
Border Terrier, Lucy, nearly
2.5 km, usually followed by a
lunchtime chat with her good
friend Marilyn, also living at
the residence. Afternoons are
devoted to some of her favourite
hobbies, including needlework,
bridge and thick mystery novels.
She also enjoys a good shopping
trip and getting behind the
wheel of her zippy Kia Soul.
Jennifer is a source of inspiration
to her fellow residents and
friends, and a remarkable
example of how life should be
lived to the absolute fullest. Her
happiness and positive outlook
are infectious, as is her bright
smile and great sense of humour.
THIS IS JENNIFER’S STORYJENNIFER, RESIDENT, AT CHARTWELL SINCE 2007
19CHARTWELL.COM
20 RENDEZVOUS | WELCOME EDITION
COMMUNICATION At Chartwell, we have a strong commitment to communication and sharing inspiring
stories and information across the company. Learn about some of the tools we use
to communicate on a daily, weekly and monthly basis:
CHARTWELL WEBSITE
Our corporate website chartwell.com is a great resource for individuals searching for retirement living
options or career opportunities and includes individual property pages for all our residences across
the country.
RENDEZVOUS MAGAZINE
Our national print magazine highlights stories from residences, major corporate initiatives, delicious recipes,
intriguing articles and more!
RENDEZVOUS EXPRESS
Our monthly electronic newsletter highlights stories from residences and customer service profiles.
TOWNHALLS
Our residences and corporate offices hold employee and resident townhalls throughout the year to keep
you informed and give you a chance to ask questions and engage with your leaders.
CHARLIE & AMIE
“Charlie” is a dedicated computer in each residence for use by employees, while “Amie”
is a dedicated computer for use by residents in a common area.
WINTER 2015/16
Wish of a Lifetime Canada
Meet our First 4 Wish Recipients
Bob
Acquisition
News
Chartwell Acquires New Residences
Flu &
Outbreak Season
Tips to Prevent Illness
Chartwell
StoriesNews, Events & Photos!
21CHARTWELL.COM
BLOG
Our blog focuses on a variety of interesting topics for seniors, from health
and wellness to managing finances. We also share inspirational stories
from our residences. Visit our blog at blog.chartwell.com
“Like” us on Facebook to get the latest news, stories,
photos and event updates!
Find us at facebook.com/chartwellretirement.
Our LinkedIn page has the latest job postings from across the company
and is a great tool to share with friends or family who may
be searching for a new career opportunity.
Our Instagram account includes a compilation of inspiring and fun photos
from across the company. Follow us to see the latest images!
SOCIAL MEDIA
WINTER 2015/16
Wish of a Lifetime Canada
Meet our First 4 Wish Recipients
Bob
Acquisition
News
Chartwell Acquires New Residences
Flu &
Outbreak Season
Tips to Prevent Illness
Chartwell
StoriesNews, Events & Photos!
22 RENDEZVOUS | WELCOME EDITION
HOW ARE WE DOING?Feedback is a gift.
MY EXPERIENCEMATTERS
EMPLOYEE
SURVEYENGAGEMENT
YOUR FEEDBACK MATTERS TO US!
Chartwell’s annual employee engagement survey, MY EXPERIENCE MATTERS, is your
chance to tell us how we’re doing as an employer and what we could be doing better.
Your feedback is important to us and we value your thoughts on helping to make Chartwell
a better place to work. Follow the simple instructions below and take the survey today!
3. SHARE YOUR IDEAS We want to hear your feedback to help make
Chartwell a better place to work.
Chartwell employees are the fabric that binds together our entire
company and are critical to our success in making people’s lives
better by providing a great place for seniors to live.
- Brent Binions, President and CEO, Chartwell Retirement Residences
THANK YOU FOR TAKING THE TIME TO PARTICIPATE!
THE CONFIDENTIAL SURVEY CAN BE FOUND AT: http://bit.ly/rsvp1234
1. COMPLETE THE SURVEY It’s quick, easy and online!
2. BE HONEST It’s completely confidential and anonymous.
YOUR
MATTERSFEEDBACK
Please take the time to complete the annual Resident Survey.
It is a great opportunity to tell us how we are doing!
Please see a Chartwell team member if you have not received a survey.
If you have any questions, please attend one of the information sessions:
EMPLOYEES
At Chartwell, we strive to provide
an engaging working environment
where employees feel satisfied,
fulfilled and committed to making
a difference in the lives of our
residents. Our confidential annual
employee survey tracks what we’re
doing well as an employer and
how we can improve. The survey
is your chance to share feedback
with us. Feedback also generates
insight into where we need further
investment of time and resources
to ensure a great employee
experience.
RESIDENTS
Customer service is a significant
focus of ours and we’ve put a great
deal of effort into ensuring residents
are not just “satisfied” with the
level of service they receive, but
“very satisfied.” Our confidential
annual Resident Satisfaction Survey
seeks input on a range of services
and products as well as the overall
factors that contribute to a resident
feeling at home: is the home running
smoothly, are staff trained and
competent, do residents feel at
home as well as safe and secure.
Understanding how we are doing
is important as an organization as
well as a barometer of trust in an
individual residence.
THREE PILLARS OF CHARTWELL
CHARTWELL ACRONYMS
As a new resident or employee at Chartwell, you may
hear a variety of acronyms/words and wonder what
they mean. Here is a list to help get you started.
GM – General Manager
(of a retirement residence)
ADMIN – Administrator
(of a long term care residence)
DRO – Director of Regional Operations
DRS – Director of Regional Sales
MPLB – Making People’s Lives Better
(Chartwell’s vision)
C2C – Click to Connect
(Chartwell’s Contact Centre)
TEAM UP FOR 10 – short daily staff meetings
for all staff to share, learn and communicate
on residence initiatives
WOLC – Wish of a Lifetime Canada is our national
charitable partner
RET – Retirement
LTC – Long Term Care
IL – Independent Living
ISL – Independent Supportive Living
AL – Assisted Living
ML – Memory Living
CHARLIE – A dedicated computer for employees
to use to access policies, information and online
resources for their job
AMIE – A dedicated computer for residents to
access the intranet, read news, connect with loved
ones and enjoy games and activities
If you don’t know what a word or acronym means,
ask someone who does!
We believe receiving the right support services is vital for our residents to enjoy life to the fullest while maintaining their health and independence. Our trained and caring staff are dedicated to providing personal support based on each individual’s unique needs so residents can enjoy the peace of mind they deserve.
We offer a variety of activities, classes and outings that engage the mind, body and spirit and cater to our residents’ individual interests and abilities. Bringing together six dimensions of wellness, our Live Now programming promotes inspired, vibrant and fulfilling retirement lifestyles.
The only thing better than being served appetizing, healthy meals you don’t have to prepare yourself is enjoying them alongside friends. With trained dining staff dedicated to catering to the unique needs and preferences of each individual, as well as tasty daily menus featuring fresh ingredients, our dining experience makes residents feel right at home.
DINING ENJOY DELICIOUS
AND NUTRITIOUS MEALS
ACTIVITIES LEAD A HEALTHY AND
INSPIRED LIFESTYLE
WELLNESS SERVICES RECEIVE THE PERSONAL
SUPPORT YOU NEED
23CHARTWELL.COM
Chartwell Head Office100 Milverton Dr., Suite 700
Mississauga, ON • L5R 4H1
905-501-9219
Chartwell Montréal Office1080 Côte du Beaver Hall,
Suite 1100 • Montréal, QC • H2Z 1S8
514-871-2500
Chartwell Western Office828-1200 W., 73rd Ave.,
Vancouver, BC • V6P 6G5
604-648-2273
Copyright @ Chartwell Master Care L.P. 2016. All rights reserved. No part of this publication may be reproduced, stored electronically in a retrieval system, or transmitted in any form or by any means, without prior written permission of Chartwell Master Care L.P.
