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Comfort Keepers

Comfort Keepers. Team Think SMART Elizabeth Connors Natalie France Michelle Shen Mohsin Bandukda Gabby Hu. Sue Kryszak. Owner of Comfort Keepers of Buffalo, NY Graduated from Buff State; degree in Social Work Member of UB Center for Entrepreneurial Leadership Alumni Association (CELAA)

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Comfort Keepers

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  1. Comfort Keepers Team Think SMARTElizabeth ConnorsNatalie FranceMichelle ShenMohsinBandukdaGabby Hu

  2. Sue Kryszak Owner of Comfort Keepers of Buffalo, NY • Graduated from Buff State; degree in Social Work • Member of UB Center for Entrepreneurial Leadership Alumni Association (CELAA) • “All you have to know is how to be resourceful and to find someone who can do it better than you.” • Franchise owner of 9 years

  3. Comfort Keepers Provide non-medical in-home care for seniors • Late 80s or 90s, three people in “100s Club” • Keeps seniors engaged mentally, emotionally, physically, socially • Customize care to fit client’s individual needs • 60 part-time employees 57 females, 3 males

  4. Best Practice: Selection • “Would you open the door to this person?” • Appearance: Neat, clean, friendly, no visible tattoos/piercings, traditional • Phone screening/background checks • Communication, adaptability, creativity, resourcefulness, learning on the fly

  5. Best Practice: Planning • Planning for number and types of people needed • Varies week-to-week • Some employees get more hours than others • Weekly follow up with clients

  6. Best Practice: Ethical Behavior • Orientation: Training videos • “Older people are going to say ‘Here take this,’ you never want anything to seem like you stole something.” • All contact with clients must go through office • No unethical conduct/incidences reported to date

  7. Area of Improvement: Compensation Surveys • “It’s not like ‘Oh, you’re gonna get a raise every 6 months.’” • Part-time, employees are not doing it for money • “If you need something with health insurance, benefits, this isn’t something you’re looking for. I’m very clear up front.” • Reduce turnover by employing a few strong full-time employees • Paid vacation days, raffle off incentives instead of offering benefits. • Young adults go through shadowing, internships, and volunteering, before being hired.

  8. Areas for Improvement: Developmental Programs • Care coordinator meets with clients to discuss objectives • “Do you guys know how to make a poached egg? That’s huge.” • Difficult to maintain specific care plan • Seniors dislike supervisor stepping into relationship • Offer employee workshops/guest speakers to cover different topics that could be beneficial in any situation

  9. Area for Improvement: Performance Review • A form of 360- degree evaluation • Supervisor obtaining honest feedback can be difficult • “I don’t want to get this person fired” • Very difficult to compare employees because each situation varies • Anonymous hotline, employee services • Client satisfaction survey at the end of every shift.

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