Steven A. Brigance See an incongruity? Need help fixing it?

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

2. Lines of Care • Executives/Home Office Leadership • Home Office staff • Regional Managers • Administrators • Community Care Givers • Community Support Staff

3. Which is the most important job in the company? Administrator

4. 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

5. Quantum Shift • 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…

6. As usual, Risk Mgmt is the last to know

7. Case Study • 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

8. Case Study • 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 Brigance

9. No-Nos When Stuff Happens • 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

10. No-Nos When Stuff Happens • 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

11. No-Nos When Stuff Happens • 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

12. Tomorrow & Beyond • 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

13. Bibliography • 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

14. Bibliography • 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