PROMISE Stars live out these customer service principles: Personalize interactions, Respect each person, Own each person’s problem as if it’s yours, Make everyone’s life better, Invite people to connect and Exceed expectations.
CNA Nurse Mentors: Josiphat Sereti – SRD; Isabel Godoy, Angie Mercer, Suren Bhandari, Amy Gunning, and Brenda Maskrey – Holly Creek
CLC has greatly benefited from the amazing work of our CNA mentor program – our retention rate amongst CNA’s is around 85% well above the national norm due much in part to our amazing mentors who welcome new employees, help in their year-long training and help associates become more empathetic in serving older adults. Last week six of our amazing mentors volunteered to provide the same empathy experience afforded to our caregivers to a group of community business leaders via the South Denver Metro Chamber of Commerce. The mentors arrived at 6:30am and set up the immersion experience in which these business leaders then experience common aging ailments such as glaucoma, arthritis, hearing loss, macular degeneration, neuropathy and additionally had typical aging stereo-types assigned to them. The participants came away admittedly changed – more empathetic towards older adults and with plans to apply this experience to their interactions with their older adult clients, family members and friends. A few commented that the experience made them feel angry, sad, isolated and longing to be whole again. All participating business leaders felt the experience was of extreme value and importance to them. Our mentor team extended our mission-reach and demonstrated for the greater community why we need to treat older adults with dignity, respect and compassion. Thank you to Josiphat Sereti with SRD and to the group from Holly Creek of Isabel Godoy, Angie Mercer, Suren Bhandari, Amy Gunning and Brenda Maskrey – your willingness to give of your time and knowledge to impact the greater community is so very appreciated – what a terrific example of mission in motion you all are.