All Ears: Senior Living Success with Matt Reiners

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

Today's guest is Nathan Jones, CEO and founder of Dash Media. Nathan is an industry friend, and it's been awesome to see his entrepreneurial journey over the last few years. We discuss the unique challenges and opportunities that come with capturing resident stories and where social media is going within senior living.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

Today's guest is by Katie Churchill, Managing Partner of Full Spectrum Search Group. Katie has spent some time on the provider side as an Activity & Life Enhancement Coordinator, Community Relations Director, Sales Specialist, Regional Sales & Marketing Director. Katie has been at Full Spectrum for the last 3.5 years and has worked her way up and has been Diamond Club & Pacesetter Qualifier each of the last 3 years. We discuss the unique challenges and opportunities that come with leadership in senior living, highlighting the essential traits that contribute to effective management and visionary guidance in this dynamic field.

Listeners will gain valuable perspectives on what makes a leader truly impactful in senior living, from strategic decision-making and empathetic leadership to innovative problem-solving and resilience. Whether you're an aspiring executive or a seasoned professional looking to refine your leadership approach, this episode provides practical advice and powerful insights to help you excel in your role and drive positive change in your organization. Join us as we explore how to cultivate leadership qualities that not only meet the demands of today but also anticipate the needs of tomorrow in the ever-evolving landscape of senior living.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

Today's guest is by Clare Travis, Trilogy Travel Support at Trilogy Health Services. Clare is has been a Life Enrichment Director, Memory Care Director, Assisted Living Administrator, Regional Support Life Enrichment & Memory Care, Area Vice President, and now overseeing Trilogy Health Services Trilogy Travel Club. 

In this enlightening episode of our series, we pull back the curtain on the Trilogy Travel Club, a pioneering initiative dedicated to enriching the lives of senior travelers. Our journey begins with a personal story from our esteemed guest, a leader in the senior living community, who shares the path that led them to champion the cause of senior joy through travel. As we delve into the heart of the Trilogy Travel Club, our guest reveals the club's foundational mission, its inspiration, and how it meticulously caters to the unique desires and needs of senior explorers.

Listeners will be transported through memorable narratives of adventure, discovery, and transformation, illustrating the profound impact travel can have on the senior community. Through these stories, we uncover the myriad benefits of travel for seniors, from physical health enhancements to profound mental and emotional rejuvenation. Addressing the common hesitations and obstacles seniors may face when considering travel, our guest offers compassionate, practical advice to inspire confidence and action.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

Today's guest is Suzette Graham, CEO at Patriot Angels. Suzette is a former Mrs. Alaska, Suzette Graham founded Patriot Angels to lead a change in helping U.S. Wartime Veterans get approved for their Aid and Attendance pension from the U.S. Department of Veterans Affairs.

Suzette shares her inspiring journey from the pageant stage to the forefront of veterans' advocacy, illuminating her passion for serving those who've served our country. Founded on a dedication to lead change, Patriot Angels has been instrumental in helping U.S. wartime veterans navigate the complexities of securing their Aid and Attendance pension from the U.S. Department of Veterans Affairs.

Suzette opens up about her personal background, the transformative moments that led her to focus on senior living and veterans' assistance, and the significant challenges veterans today face in accessing crucial financial resources. With an array of overlooked benefits awaiting discovery, she sheds light on the vital supports many veteran families are unaware of, offering hope and tangible solutions to those in need.

Listeners will be moved by the heartfelt stories of individuals and families whose lives have been changed through the work of Patriot Angels. Suzette's message to veterans struggling with financial issues is both uplifting and empowering, providing a beacon of hope for many.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

Today's guest is Murry Mercier, Senior Living Market Director at PointClickCare. Murry started out in Senior Living on the provider side as a Network Administrator, I.T. Site Manager, Assisted Living Administrator, & Resident Care Director.

Murry joined PointClickCare over 10 years ago and has worked his way up help lead the senior living division at PCC that empowers over 30,000 Skilled Nursing Centers, Senior living communities, and acute and payer partners.

In this enlightening episode of "The Future of Care," we delve deep into the evolving landscape of senior living, focusing on the pivotal shift towards value-based care models and their profound implications. Our expert guest shares a rich background in the senior living sector, offering unique insights into how these communities have traditionally catered to cognitive and physical needs and how they're poised to expand their services to meet a broader array of resident requirements.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

In this episode, Matt is joined by Diamond Boone, Corporate Director of Therapeutic Recreation, Athena Health Care Systems. We examine the significance of DEI training within the senior living industry. Discuss how it benefits staff, residents, and overall community culture, and share examples of effective training programs.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

In this episode, Matt is joined by Chris Heinz, President for Westport One. Exploring the forefront of talent acquisition and retention, our podcast dives into the evolving landscape of senior living, uncovering the secrets to attracting and nurturing top talent in this critical industry. From innovative strategies and technologies to the challenges of recruiting outside-the-box thinkers, we offer insights and guidance for senior living providers aiming to excel in 2024 and beyond. Join us as industry leaders share their experiences, offering a roadmap to building a workforce of excellence in senior living.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

In this episode, Matt is joined by Dani Merlino, COO of Grow Your Occupancy.Having worked in various sales leadership roles in the industry for over 25 years, Dani has extensive experience in senior living.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

In this episode, Matt is joined by Jessi Weldon, Sales & Marketing EVP at Primrose Retirement. Jessi has been an Assistant Community Manager, Admissions Director, Sales Director, Regional Sales and Marketing Manager, Director of Sales & Marketing, and now Executive VP of Sales & Marketing.

We dive deep into the importance of relationships along the senior living sales journey and we can help influence our colleagues.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations. In this episode, Matt is joined by Lindsey Daugherty, Head of Community at Sage. With over 26 years of experience in senior care, Lindsey is a passionate and innovative leader who believes that quality of life should never be compromised for the aging population and understands to do this, we must be good financial stewards. Considered a senior living unicorn with an operations, clinical, and marketing background.

In this episode of All Ears, host Matt Reiners talks to Heather Freemont, Senior Vice President of Sales and Marketing for Maplewood Senior Living. Heather has over 30 years experience in all parts of the senior living industry; from community relations and operations, to sales and marketing. In this episode, Matt and Heather discuss her career as Heather shares invaluable insights into her success in the senior living industry.

Matt is joined by heather Easterling, Senior Director of Program Services at Sunrise Senior Living. Heather has more than 15 years experience of senior living with an extensive background in community engagement and program services. In this episode of All Ears, Matt and Heather discuss the importance of senior engagement, the benefits of senior living technology, and how senior living communities can enhance their resident experience.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations. In this episode, Matt is joined by Kelly Stranburg, the founder of Excellence in Wellness. Kelly has been running Excellence in Wellness for over 10 years, developing programs for aging adults; from enhancing individual well-being to how staff thrive in a workplace. Today's episode explores how the Senior Living resident engagement has developed over the past 15 years, and where it might be heading in the future.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

In this episode, Matt is joined by Matt Goche, CEO of Uniguest. With almost 20 years’ experience in technology leadership roles, Matt know better than anyone how technology can be used to engage audiences and improve quality of life.

Today's episode explores how the Senior Living industry has embraced engagement technology and considers current and future trends in senior living technology.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

In this episode, Matt is joined by Jacob Raptosh, Divisional Sales Director for Holiday Retirement by Atria Management Company. Having worked in various sales leadership roles in the industry for over 12 years, Jacob has extensive experience in senior living. At Holiday Retirement, Jacob and his team create vibrant communities where older adults can thrive and participate, know that their contributions are valued, and enjoy access to opportunities and support that help them keep making a positive difference in our world.

This is All Ears with Matt Reiners, co-founder of Eversound by Uniguest, where we dive right into what drives the senior living industry. Matt interviews thought leaders from all parts of the industry, as we cover everything from resident & staff satisfaction, to innovative technology, to community culture, to finance & operations.

In this episode, Matt is joined by Sharon Ricardi, President of Northbridge Advisory Services. Having worked in the industry for over 25 years, Sharon has extensive experience in senior living. At Northbridge Advisory Services, Sharon and her team are key players in assisting other senior living companies to be best-in-class. They assist in increasing NOI through increasing census, lowering operating costs, and uncovering other operational efficiencies.

In this episode, Matt is joined by Rebecca Sturtz, the Vice President of Operations for Bridge Senior Living. Having worked in the industry for over 20 years, Rebecca has extensive experience in senior living; from working as an Activities Coordinator to shaping the industry in numerous regional and national operations leadership roles.

Rebecca and Matt discuss the importance of finding the right balance to support the physical and spiritual well-being of older adults.

Matt is joined by Steve Flynt, Chief Operating Officer at Solstice Senior Living. Steve is a 30-year veteran of senior living with an extensive background in operations leadership. He is a licensed nursing home administrator in Arizona and Colorado and has supported senior living communities across the United States.

In this episode of All Ears, Matt and Steve discuss building teams, creating a learning environment, and cultivating a culture of caring and accountability where the best talent can rise to be productive servant leaders.

Jennifer Fink created the Fading Memories podcast after finding that balancing everything that a caregiver needs to attend to, doing more research about what she needs to be doing, as well as her own life was too much. She speaks the honest truth about her journey with her mother and grandmother who both had dementia. Some of these things that have been taboo to talk about your loved one has been taboo for years and is now starting to change to make way for a more honest look into the life of caring for someone with dementia, and the factors that drove people like Jennifer to choose senior living over home care. Find out how she arrived at the decision she made for a community and what she's learned in the 20 years of dementia care that she saw with her mother.

Shari Flight and Katie Fournier of Ember Holistic Care have dedicated themselves to making sure that Memory Care communities don't stick to the status quo. They are trying to break the cycle of using old trainings from the 1980s when society has learned so much more about how providers can use newer research in various methods, such as light therapy, that will benefit both the resident and the staff. These new methods don't have to be a kick to the system though, so tune in to hear how these new approaches can also complement a traditional care model as well.

John McDonough, Senior Director of Program Development & Integration for Asbury Communities, claims to not be a tech guy but after this interview it's clear that he has a larger grasp of how we interact with tech in the senior living industry than he leads us to believe. We cover how our relationship with wanting the shiny new product affects our perception of what we actually need, and how operators and vendors alike can alter the course to a goal or the pitch to better suit a client's need. Effective products in this space don't just need to be high-tech, but we need to make sure we still fill the need for high-touch interactions as well. Listen in to hear how you can navigate this web and more.

Marlo Fogleman, Founder & CEO of Marlo Marketing, and Jenna Anderson, VP at Marlo Marketing may not have necessarily come to senior living or marketing in a familiar way, but they've brought plenty of impact among their customers who've seen great swings of success. With notable backgrounds and long-time experience in and out of the senior living industry, they give us an idea of what gaps they see in most marketing strategies that they've revamped. They also have a unique perspective on what it takes to succeed in the marketing side of the business, now and in the future.

Laurie Schultz, Principal and co-founder of Avenue and Viva Bene, came to senior living as a real estate developer that wanted to instead get into "development with purpose". Their goal is to marry the ideas of socialization that most seniors come to senior living for, with their other need for overall wellness. They do this a few ways, but they find prevention is key to longevity for the benefit of both, which is why they integrate physical wellness into activities every day as well. You'll find a theme for this episode is making sure you're thinking about prevention-based care, rather than the industry standard of needs-based care.

We found our previous episode with Frank G. Howard, the CEO of GeneIQ, so interesting and important that we wanted to dive even deeper into pharmacogenomics with Dr Tariq Adwan, the Chief Science officer of GeneIQ.

The short definition of pharmacogenomics is the science of determining the genetic variability that influences physiological response. This means that instead of a whole lot of trial and error with medications, people can get the medication that is genetically most likely to be accepted by the body. This means less side effects, and less medications to treat those side effects, along with many other benefits.

Learn more about this new science, the benefits and what it takes to get this program started for someone truly in need. Knowing what medications are right for each person can mitigate the need to throw many medications, on average 15 medications for seniors, to treat their health concerns.

Charles Mann, Founder and CSO of Accushield, like many of us came into senior living from the time that was passed down with his father in senior living as an executive director. He saw a gap in what's provided and decided he was the one that needed to fill it. We hear about ways that making a good first impression to residents and their family members can help land a sale, and keep them at the community longer. This includes the beginning of the Love Meter, which brings residents who aren't being engaged with to the top of the care list.

Learn more about Accushield at accushield.com.

Jodi Guffee, COO & Owner of Radiant Senior Living, has found the key to the golden ratio of senior living leads. She talks about how freeing it is to rip the bandaid and start fresh in your CRM to focus on quality qualified leads.This can make the lead to move-in process easier for your team, the potential resident, and your budget. Jodi also explains where they put their dollars for the best leads and what they've coined as the FORD principle to guide them along the way. By the end, we've covered a lot of ground, including some fascinating ideas about how we can bridge the gap to work the middle market by meeting cost needs for potential residents and communities' needs in the staffing crisis. Learn more about Radiant Senior Living at radiantseniorliving.com.

Michael Belleville, who was diagnosed with Lewy Body Dementia, talks about his journey from when he first started realizing the change in himself to diagnosis and acceptance. He's learned a lot about himself, the various journeys people take in their diagnosis, and organizations that can help. Keeping engaged with the community has helped him connect with the amazing stories of people that have persevered and thrived together, as a community, in spite of their diagnosis. In spite of all of the stigma that comes with living with dementia. In spite of the internal battles that each of them may have. If you take anything away from this episode it's this: they're still here. Talk to the human that's still in front of you that may just understand the world and communicate differently now. We hope that you find this episode as enlightening as it has been for us, and that it can help inform decisions in your community. Learn more about the Dementia Action Alliance and the Alzheimer's Association. daanow.org alz.org

Rachelle Blough uses her background as a Certified Alzheimer's & Dementia trainer and rec therapist to inform her self-titled consulting agency work. She shares learnings from how communities have faired when all team members prioritize resident quality of life and how they've measured it. Hear stories of those success stories and what they've looked like this week.

David Haack, Owner of Tailored Advisory Services, dons his bowtie and teacher cap to give us a history lesson in how nursing homes came to be a harsh place in the 1700s and how it's transformed into the hospitality-focused senior living industry we know today. We learn how we can take the findings from the senior living transition over the last 30 years and apply it to our current staffing difficulties to gain and retain quality talent. A lot of that has to do with living and working with intention and purpose. Purpose is something we know is much needed for our seniors, but also for our staff.

Agustin "Agie" Olmedo worked his way into senior living like many of us do, through personal experience with family, and wanting to make this industry a better place for our aging population to live in. What he brought into this industry though, is a new way of thinking about the basics needed for a senior living community. You most likely have heard of the three B's (bingo, birthdays and bible study) but he has coined the 4 C's. You're bound to learn a new way of thinking out of this episode so listen in and take note!

Amber Dahle, National Director of Memory Care and Resident Programming & Brad Scoggins, Senior Regional Director of Sales & Marketing, both from Charter Senior Living, join us to spill exactly how their unique brand of collaboration has worked for them, both inside their company and with outside vendors. Their Marketing & Sales departments have a wonderful and fruitful relationship with their Programming team, collaborating everywhere possible and making sure each team is heard and lifted. They also just had a pilot with Eversound and learned a lot from what each can learn and gain from each other. Listen in to hear the how and what of each of these experiences.

Terry Rogers, CEO with Westminster Communities of Florida, knows what he is and how to support those that mean a lot to him and the business. He's a self-described generalist, recognizing and empowering the caring people who are looking to climb the ladder, or want to join the industry anew. He provides his ideas on other industries that we can pull from, like those in the tech industry, with an eye for hospitality that could elevate the senior living industry as a whole. The best solution for longevity of the business though, is keeping the people that are already in our communities. Listen in to what he's heard is most important when retaining exemplary employees after a series of in-house surveys.

Dr Ashlea Smalley, National Director of Memory Care and Life Enrichment at Grace Management, Inc., literally grew up in senior living and has made it her life's work to speak up for seniors and making sure we treat them as people, not old people. She gives them the dignity that they require, and picks apart the differences in effect and treatment between social isolation and loneliness. Learn about making more intentional efforts with your residents in this week's episode.

Wellness has come to mean a lot of things in senior living, and Liam Goddard, the Director of Wellness with Life Plan Community, discusses how the idea of wellness has changed over recent years. He breaks apart the many pieces of wellness that he's come to understand wellness for the resident, but also the staff and how it affects keeping quality employees across a community. On the flip side, he's also had some success in bringing new, quality employees into the industry that he shares. We hope that this episode can shed some light and help your community as well.

After spending time at other firms with great work but lacking in balance of family life, Melissa Banko, Founder of Banko Design, started her own studio doing interior design for multi-families, and commercial alike, including Senior Living. She gives us a peak into the design reasoning that goes into senior living spaces, like her attractive and durable "reso-mercial" furniture, but also the human aspect of being in the workforce. Even before the pandemic, she was pushing boundaries of what a holistic work experience means as a working parent. 

Find out more about Melissa and the studio culture that she's built at bankodesign.com.

Dr Diana Sowers, Audiologist, is a special guest and a great source of learning as we come up on World Hearing Day on Friday, March 3. She packs this 20 minute interview with facts about how hearing loss affects people's quality of life at varying ages, the physical, medical and societal costs of leaving it untreated, and of course, how she's seen it affect senior living residents and communities.

Evans Adrian, Co-founder & COO of Endeavor Senior Living, leans into his role as a black sheep of the industry and makes a conscious effort to go against the status quo. He poses some questions to his peers that some wouldn't ask and urges those around him, employees and otherwise, to be on the nose with obstacles. He wants to make sure that technology & workflows are working for us rather than the other way around.

Emily Alexander, VP of Customer Success at WelcomeHome Software, makes us feel like a smooth transition into tech adoption is easier than even we originally thought. She helps connect the dots in the often all-too-vague notion of great customer service for any vendors, and how a provider can make sure they're getting the most out of their vendors.

Eric Varin, SVP of Sales with The Aspenwood Company, bestows some of his 15+ years of experience into this episode. He has some interesting insights into senior living's history, and it gives light to all of the good work that's happening all around us. Hearing this comparison also gives a unique perspective into where we're headed, and what we could do to change the general public's perspective from a persistent view that all senior living is skilled nursing.

He's also had some time on the vendor side of senior living, and shares what he realized were some misconceptions about vendors. This is useful for communities to know how they can really leverage those relationships to their benefit, and how vendors can improve to be more helpful and effective for our community partners.

Jeff Arnold, COO with United Group of Companies, gives us a look into what a fairly new program called Active Adult that has started sweeping through the Senior Living industry. Hear what it means, and how it can change the dynamic between community and resident, or even among the residents themselves.

Happy new year! Welcome back to our second year of the All Ears podcast. We found the perfect fit to continue the theme of joy from the holiday season. Amy Kotterman, Director of Customer Experience with United Church Homes, introduces the role of the Joyologist that UCH has introduced into its staff. We learn what that role brings with it and hard statistics for how it has improved staff retention and satisfaction.

Originally recorded Aug 2021

We're opening up this episode of All Ears from before we officially started the podcast, with Iyvonne Byers, Chief Financial Officer with Priority Life Care, LLC to talk about the stigmas that come with the finance department in senior living and how the finance roles can actually enable more joy across communities. Listen to hear how the finance team can actually be your "yes" team for spending in the best ways possible. 

Originally recorded September 2021

Julie Podewitz, CSO at Vitality Living and founder of Grow Your Occupancy, shares her expertise on how to solve the occupancy puzzle. If you're interested in her book, you can find it linked below. 

https://a.co/d/bkeHuSa

Originally recorded in December 2021

Angie talks about the joys of being with family around the holidays, but the unique challenges that having a loved one in Memory Care can have. We hear some ways to make these visits still as meaningful as ever with those living with dementia. This is an episode that we aired online before this podcast, and thought this is a good reminder as we head into the holiday season this year. Happy holidays!

Angie Hildebrant, Division President with Our House Senior Living, gives us hope that despite so many communities struggling to pivot after the pandemic started, there are those that are thriving. She provides inspiration of how they and other communities have stood out to her with unique ways for their business to reach out to the outside community and break out of the rut of "this is how we've always done it". This is your call to do what others are not!