The Nest | Vol. 2, Iss. 2

Jaybird Senior Living's corporate newsletter detailing notable happenings across our portfolio of exceptional senior living communities.


INSIDE Hot Chocolate with Cricket the Horse (pg. 4) Jaybird Achievement AwardWinners (pg. 6) Feedback & Advice for a Bright Future (pg. 11)

Vol. 2, Iss. 2


www. jaybi 1-800-366-6716


Recognizing our Jaybird Achievement AwardWinners for 2020

Rebranding the company from Senior Housing Management to Jaybird Senior Living in November of 2020 was a labor of love. The process began over a year prior and went through several stages of development, all focusing around the concepts of basic kindness, healthcare excellence, and unmatched hospitality. With this branding change, we were able to retain our core values and proven practices while building upon goals to improve our company culture both internally and beyond. One of the ways we looked to recognize the exemplary teammembers within our portfolio was through the creation of a company-wide recognition program. The annual Jaybird Achievement Awards were announced in the fall of last year and called for nominations in the following categories: Community Director of the Year, Community Nurse of the Year, Community TeamMember of the Year, Jaybird Team Member of the Year, Dare to Dream of the Year, Innovation Award, and Community Impact Award. For our first year of this formalized recognition, I could not be more proud of this group of teammembers and impressed by those who nominated each. The stories coming out of our communities are not only heartwarming, but an inspiration to us all. As appreciation for their dedication to providing red carpet service, each will receive a cash prize and award. Congratulations to our 2020 Jaybird Achievement Award winners. We are infinitely grateful for the compassion and commitment you show daily!


Read more about our winners beginning on page 6!

Creamy Apple Cheese Bake

Crust: Combine 1 cup sifted flour, 1 tablespoon sugar, and a dash of salt. Finely cut in 1/4 cup butter. Combine 1 slightly beaten egg yolk with 1 teaspoon water. Blend into crumb mixture and press into the bottom and sides of 8x8x2” baking dish. Filling: Combine 2 1/2 cups sliced apples with 1/3 cup sugar, 1 teaspoon lemon juice, 1/4 teaspoon cinnamon, and 1/4 teaspoon nutmeg. Turn into crust. Bake at 425° for 30 to 35 minutes. Meanwhile, mix 1/2 cup sugar, 4 oz. cream cheese (whipped), 2 eggs (slightly beaten), and a dash of salt. Blend in 1/2 cup whipping cream (whipped) and add 1 teaspoon vanilla. Pour over apples. Reduce heat to 350° and bake 30-35 minutes until set. Chill thoroughly. Recipe can be doubled for a 9x13 pan.

MARY ELLEN, RESIDENT Ma r l a V i sta Ass i sted L i v i ng


Vo l . 2, I ss . 2

A Little Birdie Told Us... Sharing notable people, events, and accomplishments from across the Midwest.

Lee Thoma, RN, Healthcare Coordinator retired at the end of January after over 12 years of service to the residents of Garnett Place in Cedar Rapids, Iowa. Thank you for your service, Lee!

National Activity Professionals Week was celebrated beginning on January 24th. We are incredibly grateful for all of our creative, compassionate, and resilient Life Enrichment teammembers!

A resident of Carrington Assisted Living in Green Bay, Wisconsin, began a video food blog where she reviews the Community’s delicious dishes! Check out the Community’s Facbook page for “Vittles with Verla!”

Glenwood Place (Marshalltown, Iowa) partnered with Christopher & Banks to open the clothing store early to offer residents a COVID-safe shopping spree. This was the first time many of the residents had shopped in over a year!


Vo l . 2, I ss . 2

Hot Chocolate with Cricket


Arcadian Cove

Many may not know, but Kentucky is Horse Country! You can’t turn your head in this beautiful state without seeing a horse. But, to be honest, the team at Arcadian Cove didn’t fully understand how true this was until an unusual December event. In talking with Culinary Director Sherry Newman, the staff wanted to do something really special for the residents to celebrate the season and restore a little holiday magic…Magic that COVID-19 seemed to have robbed from so many. During a brainstorming session, Sherry suggested she bring her horse to the community. Cris Sexton, Community Director, had discussed this before for a Spring or Summer activity – maybe horse carriage rides or petting zoo activity; but winter didn’t seem the most opportune time. Until Sherry proposed ‘Hot Chocolate with Cricket!’ As the plan developed, the team at Arcadian Cove decided to dress up the courtyard and have the residents relax in the lounge in front of a beautiful fireplace, sipping piping hot chocolate. Then, one at a time, each resident would take turns going outside to have an opportunity to visit with Cricket and pose for a photo. The teammembers were all so excited for the big day; but when the day arrived it brought with it 40 mile-per- hour winds and some cold drizzle. After trying valiantly to push through the elements to create a solution, the team was chilled to the bone with frozen hands

and noses. ‘Hot Chocolate with Cricket’ was drifting out of reach. Just when all seemed lost, Cris turned to Sherry and said, “Do you think Cricket will make a mess on the carpet?” “She might.” Sherry replied. No matter. The Residents were already lining up to see her and the delight on their faces would be more than a shame to waste, so Cricket came inside; right into the lounge and in front of the fireplace to be exact. They were over-the-moon with excitement. Residents reminisced, laughed, shed a few tears, embraced, and stayed as long as they could, petting sweet Cricket! This was the most fun, hands down, that both residents and staff alike had had all year! Sherry and Cricket provided the smiles and conversation that had been squandered by COVID-19. We heard stories about farms, pets, horse rides and their favorite horses. It was indeed, a magical day that will live on in the memory of all those in attendance! Thank you to Sherry for her dedication to Arcadian Cove…Not just her job, but the mission to demonstrate exemplary red carpet service. She brought an extension of herself (Cricket) to Arcadian Cove to provide that extra something for the residents she loves and cares for every day. This type of dedication comes from a special type of person, a hero. And…a Horse Person from Horse Country. And… Cricket didn’t make a mess of the carpet either!



Vo l . 2, I ss . 2


Being a part of the Jaybird Senior Living family of communities means embracing a very special set of values. One of these values is ensuring that our teammembers get to know each and every one of our residents not only in regards to their care but also as a unique and vibrant person. Our goal is to make at least one resident dream come true each month in every one of our assisted living and memory care communities. These dreams can range frommodest to elaborate based on the unique experiences and backstories of each individual resident. To date, we’ve made over 1,000 Dreams come true.


Vo l . 2, I ss . 2

COMMUNITY DIRECTOR OF THE YEAR Candidates for this award will have demonstrated unmatched leadership of their community, resulting in happy residents, gratified teammembers, exemplary quality standards and overall community success. 2020 ACHIEVEMENT AWARD

CRIS SEXTON A rcad i an Cove

PAMELAWELLS G l enwood P l ace


Pra i r i e H i l l s - T i pt on

“Cris is one of the most compassionate and caring individuals that you will ever meet. She is passionate about finding what motivates the growth or potential inside of someone; always looking for ways to pull out the best in everyone by promoting their worth and insisting they see it as well,” says Melissa Dillon, Community Relations Coordinator for Arcardian Cove. When the pandemic limited public celebrations and norms, Cris didn’t hesitate planning a virtual graduation ceremony for a member of her culinary team. She couldn’t bear the thought of letting such a milestone pass without recognition and went to extraordinary measures to ensure the ceremony, attendees, refreshments and fanfare were all top-notch. Cris has a knack for injecting energy and positivity into everyday interactions in the most natural and effortless way. We are proud of you, Cris!

Pamela Wells, Director of Glenwood Place in Marshalltown, Iowa, has been a prominent leader in the industry for nearly 10 years. Pamela’s dedication to her residents and their families does not go unnoticed. “Her work ethic is unmatched, but that really isn’t what I admire most about her. I admire her passion, her class, her reputation she has built in the world of senior care in Marshalltown, her spirit, her endless knowledge, her compassion, her dedication, her drive to provide the very best, her party planning skills (honestly the lady puts on quite the events!). She is so genuine and loves hard,” beams Brooke Davis, Community Relations Coordinator. Because of Pamela’s vision and example, Glenwood Place is a destination for residents and job seekers alike. You are so deserving of this award, Pamela. To view the video nomination created by her colleagues and residents, click here!

Amy McAtee began her career with Prairie Hills in 2011 when she was hired as a resident assistant working third shift. Through the years, her natural leadership and dedication to the residents she served brought her to the opportunity of becoming the Community’s Director. “Amy is well rounded; a great Director and a great partner to all departments,” shares Bobbie Barclay, RN, Clinical Care Specialist. “We can consistently count on her community to recieve high satisfaction scores from both residents, their family members, and employees alike.” During her time as Director, Amy has provided a stable, collaborative presence that has led to tenured teammembers and a full building of happy residents. The Community has also received several accolades for the environment Amy as fostered. It is a pleasure to work alongside you, Amy!


Vo l . 2, I ss . 2

0 JAYBIRD DWINNERS A SPOTLIGHT ON RED CARPET SERVICE The COVID-19 pandemic caused an already precarious staffing pipeline to plunge into dangerous waters. Guthrie County, where The Lakeside Village is located, lacked oportunities for area citizens to further their education and gain employment. COMMUNITY IMPACT AWARD For nominees in this award category, Red Carpet Service extends outside his/her property. This award will be given to an individual who has made a positive impact on society through his/her own volunteerism and philanthropic efforts.

When she learned of the Future Ready Iowa Earn & Learn and Employer Innovation grants, Amanda Creen, Director, dove head first into passionately lobbying for the funds that would present opportunities for local residents. Her efforts paid off and the Community was awarded over $245K to assist with programming, compensation, training accommodations, and educational materials. “Over 200 people have taken CNA classes and all will go on to be advanced CNAs. 50 people have become ServSafe certified and 15 have taken the Iowa assisted living manager course. None of this would have been possible if it would not have been for Amanda working so hard to help others advance in their lives,” shares Marla Hammer, Hospitality Coordinator at The Lakeside Village. We are so proud of you, Amanda!

AMANDA CREEN The Lakes i de V i l l age


To be considered for this recognition, candidates should be leaders in their field; training incredible caregivers, consistently achieving top quality assurance scores, and collaborating seamlessly within all departments.

Being a Health Care Coordinator in senior living is a demanding, but highlly rewarding job. Throwin in a global health crisis that targets seniors and the job becomes even more daunting. Sharon Bexell, Health Care Coordinator at Milestone Senior Living in Faribault, Minn. has demonstrated confidence and brought a sense of calm to the storm around us in 2020. “Sharon truly cares for each and every resident in her care. She spends countless hours making sure they’re receiving the best hospitality and that their needs are met. She truly wants to do things the Jaybird way and takes great pride in doing well by doing good,”says Cassidy Schmidt, RN, Director of Clinical Revenue. Sharon has done an exemplary job maintaining quality care, mitigating COVID-19 risks, motivating staff members, and rising to the call of duty at every turn. We are incredibly grateful for her dedication to her Community and the commitment she has made to being a healthcare hero with a heart for hospitality. Way to go, Sharon!

SHARON BEXELL, RN Mi l est one Sen i o r L i v i ng


Vo l . 2, I ss . 2




Any community teammember (excluding Directors & Nurses) can be nominated for this award based on their superior responsiveness, spirit of service, and dedication to making their program the premier choice for seniors, their families, and job seekers.

SUBASH ACHARYA Pra i r i e Hi l l s - Des Mo i nes

TIM GALLUS Wi l l ows Land i ng

During his 7 years at Jaybird Senior Living communities, Subash as been a consistent leader in providing quality care all while working towards his degree with assistance of our Tuition Reimbursement program. Subash started as a Resident Assistant and has moved his way into an Assistant Director position. He played an invaluable role in properly onboarding a new community into the Jaybird portfolio in the midst of a pandemic. Robin Bartalos, Prairie Hills Community Director shares, “Subash is always willing to help in any situation. He is happy to help any of his coworkers and has a positive attitude no matter what. He would do anything to help our community and his residents!” Subash has earned this nomination because he truly has defined what it is to be a team member, he has had a positive impact across multiple Jaybird managed properties. He lives and breathes the ‘Red Carpet Experience’ and we are so very excited to see what goal we can help him reach next!

Tim joined our family in October of 2020 as the Maintenance Coordinator for Willows Landing, a brand new senior living community in Monticello, Minn. He was new to the senior living industry, but had a tremendous amount of experience in building maintenance. In this short time, Tim has displayed an uncanny ability to provide leadership in coordinating multiple teams, agencies, and individuals to ensure Willows Landing is ready to provide housing and first-class services to residents. He took initiative to perform his own research into the industry, and has shown more than a dedication to his maintenance duties, but a true dedication to understanding how he can make a positive impact on the lives of the residents at Willows Landing. “Tim has a passion for not only providing our residents with a beautiful building, but creating a warm, inviting, and safe atmosphere where people thrive,” shares Nick Merlino, Director of Operational Analytics. Keep it up, Tim!


Vo l . 2, I ss . 2



This award will be given to the community whose efforts to make a resident’s dream come true most profoundly embodies the spirit of the Dare to Dream Program. The dream should be a unique and priceless experience that truly and positively impacted the resident.

In August of 2020, Mike’s family reached out to Community Director, Miranda Lewis, asking if there would be any possible way for Mike to attend his daughter’s outdoor wedding. In the past, Mike had been estranged from his daughter, making it especially significant for him to be in attendance. Miranda promised the family she would make it happen with Mike’s agreement to quarantine for 14 days afterward. He obliged! Mike was fitted for his tux outdoors in Country Manor’s courtyard while the gentleman from the tux shop guided Miranda in collecting the measurements. After practicing to be a proper escort and finishing touches of a haircut and fresh shave, Mike was ready to walk his daughter down the aisle. It was the happiest he’d been in years. “I can only imagine how much it meant to Mike’s daughter and his family to have him participate in the wedding, and I can’t give enough credit to the team at Country Manor for ensuring this dream could come true in a safe manner,” Kayle Neegaard, Director of Culture & Team Development shares. We are so proud of you, Country Manor team!

“REUNITED AT THE AISLE” Count r y Mano r

The candidate bestowed this award will have introduced a new resource, program or approach that has substantially benefitted the company and/or our residents.


When Peter Ulstad began with Jaybird Senior Living just over a year ago, he was tasked with the goal of streamling processes and create efficiencies, all while providing advanced data and metrics. The tall order, coupled with an growing portfolio and a global pandemic, would prove to be arduous, but attainable for the young professional. Peter started with realigning the finance department, placing existing talent at the forefront of improvement opportunities. Experts were aligned within the corporate structure, while Peter coordinated with industry vendors to improve the productivity. Notably, the switch to SAP Concur has easily helped monitor and reduce expenses. “Peter has shown innovation by implementing new systems and policies that make the company better as a whole; reducing time and effort required for recurring tasks,” says Chris Wendle, Jaybird Senior Living Chief of Staff.

PETER ULSTAD Jayb i r d Sen i o r L i v i ng

Thanks for tackling process improvement with enthusiasm, Peter!


Vo l . 2, I ss . 2



Nominate a Jaybird Senior Living corporate teammember who has provided invaluable training, resources and/or assistance in helping employees, communities or residents meet their personal/professional goals. This individual should live the Red Carpet philosophy.

LYLA ERWIN Jayb i rd Sen i or L i v i ng

NICK MERLINO Jayb i r d Sen i o r L i v i ng

Lyla Erwinhas been a dedicated team member for over 13 years. During that time, she has held a multitude of roles as her talents brought her to new responsibilities. Lyla serves as Director for Garnett Place, as well as Senior Portfolio Leader for Jaybird Senior Living. In this dual role she is able to make firsthand connections at her community while communicating best practices to a greater audience within the portfolio. Her ability to balance both levels has had a profound impact on the overall success of the properties she touches. “Lyla has always stepped in where she is needed and has dedicated her life to caring for seniors as if they were her own relatives,” shares Tanner Erwin, Lyla’s son and Garnett Place Assistant Director. Part of what makes Lyla impactful is her ability to relate to others and apply the tried and true basics of kindess to the business side of our industry. We are proud to call Lyla a valued member of our Jaybird family.

Nick Merlino began his career with Jaybird Senior Living in November of 2015 as a Staff Accountant. Two years later, Nick became Accounting Controller before being named Director of Operational Analytics in 2020. “Nick is always willing to jump in and help where needed within the company, even as a community Director this past year! He is eager to learn and grow in all areas and is a valuable asset to our company,” says Theresa Bigalk, Portfolio Leader. In his current role, Nick works closely with property owners and investors, streamlining the opening and transition process to ensure the best possible outcome for residents and employees. What makes Nick an incredible employee is his constant pursuit of knowledge and new challenges. He is never afraid to ask questions and effortlessly makes connections wherever he goes. Thank you for your tireless diligence and commitment to excellence, Nick!


Vo l . 2, I ss . 2


Feedback & Advice for a Bright Future

Pinnacle Quality Insight offers Jaybird Senior Living communities resident and family member surveying services, comprehensive feedback, and measurement tools that help us understand our consumers needs and improve our processes in a way that leads to higher satisfaction rates. Customer satisfaction telephone interviews provide more information than is possible through any other contact method. The engaging process offers consistent, candid feedback which is then relayed to our on-site staff for review and follow-up. Rather than conducting annual automated surveys and combing through vast amounts of data, Pinnacle Quality Insight employees initiate a handfull of surveys monthly for each property. This focused feedback allows community teammembers to address any issues and celebrate red carpet excellence immediately. “We interview Jaybird Senior Living’s residents and their family members about their care experience. The interview is short and pleasant and our interviewers transcribe the responses, allowing the respondent to speak freely, explaining their ratings and providing candid feedback. We create and distribute

reports promptly, so as to provide timely feedback and address issues as they are brought up,” says Danielle Palmer, Vice President of Corporate Relations with Pinnacle Quality Insight. It is our sincere hope that by investing in the premier service provided by Pinnacle Quality Insight, we can understand our residents’ experiences, identify opportunities for improvement, and learn how to strengthen those areas that need more attention. “When our portfolio consisted of 15-12 communities in Iowa, it was easy to keep track of each and be on a first-name- basis with residents. Now that Jaybird Senior Living has grown to manage more than 65 properties, it’s impossible for me to be as involved as I once way. I rely on the Pinnacle Quality Insight surveys to learn about our opportunities for improvement, but also to recognize the rockstar employees we have working for our organization,” shares Allison Law, Chief Operating Officer. “Anyone who knows me knows what a data-junkie I am, so the surveys and monthly reports are incredibly appealing to me and provide a clear path forward for our communities!” More informaiton about Pinnacle Quality Insight can be found by visiting


Vo l . 2, I ss .2

208 35TH ST DR SE, STE 500 CEDAR RAPIDS, IA 52403

START THE conversation!


BY PHONE Tol l Free: 1-800-366-6716 Anonymous Feedback Hotl ine: 1-833-243-7326 BY MAIL 208 35th St Dr SE, Ste 500 Cedar Rapids, IA 52403

Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12

Made with FlippingBook - professional solution for displaying marketing and sales documents online