5 Features of Great Senior Care Managers (According to Their Staff)
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In senior care management, employee churn is a familiar issue. However, following the onset of the pandemic, the turnover rates became staggering.
"Workforce recruitment and retention is among the most pressing challenges confronting long-term care providers," said Dr. David Gifford, the chief medical officer for the American Health Care Association/National Center for Assisted Living. According to the Skilled Nursing News 2022 outlook survey, 82% of providers cite staffing as their number one non-COVID challenge, with another 59% point to it as the biggest COVID-related challenge as well.
New research from the University of Michigan and the Department of Veterans Affairs at Ann Arbor Healthcare System suggests that better staff support could be even more effective than wage increases as a solution to decrease turnover.
The study's lead author Dr. Sarah Krein, Ph.D., RN. said, "Family members, as well as direct care and administrative staff, all identified the need for staff to feel appreciated and have the support they require as critical to decrease turnover."
In this post, we'll dive into what it means to help staff feel appreciated and supported from the staff members' perspective.
What Makes a Great Senior Care Manager
What qualities make a great senior care manager? How can administrators direct and hire people who will support their staff? A manager’s soft skills are critical, according to survey data Pinnacle Quality Insight gathered with Retain, employee survey software aimed at improving the staff experience. And of those soft skills, communication sits at the top of the list.
1. Communicative
Staff feel supported and appreciated when their manager is responsive, receptive, and proactive. A great senior healthcare manager facilitates a relationship that allows their staff to communicate directly, ask questions, and feel heard.
Staff members who were most likely to stay in their role past the first 100 days (a critical landmark) had good things to say about their managers’ communication skills.
"[He] is very...available," wrote one survey respondent.
Another staff member was more specific about the communication they appreciated. "Since my first day, [she] has been very helpful answering any question that [I] might have."
A third commented on both the listening and speaking aspects of good communication. "So thankful for a supervisor who...does the best she can to make us feel heard while providing structured advice and activities."
As a manager, consider essential strategies like getting to know your staff, including their interests, career goals, strengths, and weaknesses. Set aside time to listen to their feedback and ask questions about the challenges they experience at work.
2. Hardworking
Of staff members who were most likely to stay in their role past 100 days, the second most common characteristic they stated was the work ethic of their supervisor.
Some were inspired by mission-driven leadership. "[She] has done so much for these residents and employees [...] I'm proud to be part of her team."
Others remarked on the respect supervisors showed every position and their willingness to pitch in. "I love [how] she is always available to help,” one staff member explained. “No job is beneath her."
Staff who stay on the job respect their managers and notice when managers are putting in the work. Stand-out managers provide guidance and create a team that enjoys working together.
3. Personable and Professional
Senior care staff want to work for a communicative manager who leads by example. It stands to reason, then, that interpersonal skills is the third most important indicator in staff turnover. Clearly, interpersonal skills are essential when hiring new managers and will directly impact a center's ability to provide consistent, high-quality care.
Staff specifically noted outstanding managerial characteristics such as professionalism, respect, and stability. They also mentioned other admirable traits.
Patience. "She's patient with the things I don't know."
Compassion. "She is wonderful to work with...compassionate! Wonderful with the residents and staff!"
Encouragement. "[He] is very supportive."
Respect. "His respect for others is very evident. He...gives everyone the benefit of the doubt. I really appreciate that [in] a leader."
Kindness. "She has done a great job [...] making me feel welcome and part of the team."
4. Appreciative
The fourth most notable characteristic is a supervisor who appreciates their staff.
One staff member said, "It is refreshing to have a supervisor appreciate everything you do."
Another staff member said, "It is nice to feel appreciated on a daily basis. [She] is always acknowledging hard work and thanking me."
As a senior care manager, consider how you can become better at regularly showing appreciation for all your staff members are doing to help customers and their fellow team members. Because appreciation and recognition are such keys to management success, Retain software sends reminders of employees’ birthdays and work anniversaries. Handwritten notes, unexpected compliments, and peer recognition are other ways to communicate gratitude.
5. Knowledgeable and Experienced
Finally, the fifth most notable characteristic of a good manager is a manager's experience and knowledge base.
An experienced manager can provide invaluable guidance for a less-experienced staff member. On-the-job training helps staff members both excel in their current roles and develop in their careers, the latter of which is a key industry objective, according to Steve LaForte, director of corporate affairs and general counsel for Idaho-based Cascadia Healthcare. It takes more than hiring new CNAs, he said. Leaders also must “promote a career path to LPN or RN.”
Staff members noted gratitude for "a supervisor who is experienced" and a manager who is "full of knowledge."
As a manager, take a moment to consider how you might share more knowledge with your staff. The staff members who shared that feedback clearly felt comfortable going to their manager for help. They were confident in their manager's ability to help them overcome the challenge they were facing. Consider ways you can share your experiences and help staff grow on the job.
Get Feedback from Your Staff
Are you interested in learning more about becoming the best senior care manager? Consider implementing staff surveys. Gathering information directly from your staff members will help you refine your strategies to decrease churn and keep staff happy.
Retain by Pinnacle Quality Insight is staff survey software that helps managers spot challenges early. Additionally, it sends them notifications of employee milestones and prompts them to regularly check in with their staff. Retain has been proven to reduce employee turnover significantly and in turn, the high price of continually onboarding new staff members.