Source: Worcester Telegram & Gazette On the Job, November 19, 2007

On the Job

Michelle Jones, Admissions Director, Christopher Heights of Worcester

Michelle Jones Admissions Director for Christopher Heights of Worcester

Age: 40 Town of residence: Lancaster Native of: Clinton Family: married, two children Time in current job: 4-1/2 years

What do you do?

I help people navigate the health care system when looking for assisted living. I help through the admissions process from the time of the application to the assessment process to the lease signing. I follow up closely with the new resident for the first couple of weeks. We have capacity for about 80 residents. We have a nursing home also on campus.

How did you get into this field?

I was a nurse s aide in a nursing home when I was 16. I did that job all through high school. I d get out of school at 1:30 and ride my bike to work from 3 to 9. A lot of residents were in bed by 7 o clock and I could get my homework done. I ve also been a claims examiner, done physician credentialing and been a provider relations representative before doing admissions work, first at a nursing home.

Thanksgiving is this month and parents and children will be talking with one another. What type of discussions should they have if someone is possibly thinking about assisted living?

I always say do your shopping before you might need assisted living. Narrow it down and possibly get on a waiting list because then you won t be looking for assisted living in a crisis situation. If the family and the senior don t have a good dialogue, let the doctor bring it up. Another way is with winter coming up, talk about the house, the furnace and say wouldn t it be nice not to worry about those things.

If seniors could wave a magic wand, what would they want their children to know or do?

To listen to what they want. Make that the priority. Not what the family wants. While it may be convenient for the family, does the location take the senior away from their roots? Families place a premium on aesthetics but you also have to look at activities and what are the meals like. Families have to listen to what the seniors are saying.

What kind of skills do you need for this job?

I ve always been organized with paperwork and with follow-up calls. If you don t please the customer, someone else will. We re rarely the only place someone calls. Then, of course, you have to love seniors. I d rather be in a room of seniors than with 20 kindergartners.

What tips can you provide for anyone visiting a senior citizen?

They want to go out even if it s for a cup of coffee. If that can t happen, bring them lunch from someplace. They also like to have updated photos and to receive cards and letters. If you re visiting, sit and play a game of rummy with them.

What are the major sources of stress when someone adjusts to new living arrangements?

Having to get rid of personal possessions and having to decide what to bring. When it comes to moving, make the senior part of the process. Don t do anything without the person s involvement.

How long do most people reside in an assisted living situation?

The average length of stay is three to five years. When I started here, the average age was 82. Now the average age is 86. People are moving into assisted living when they re more frail. Home health care is one of my biggest competitors.

What s the best part of your job?

Interacting with the seniors. Helping someone who might be confused about assisted living and the process. That s really satisfying.

What s the worst part?

The worst part is adhering to multiple sets of regulations. We answer to EOEA and Mass Housing and others. The state Department of Public Health can stop in and see your kitchen anytime you want. We have multiple people to answer to.

I heard you use the word concierge. What did you mean by that?

I m the first person the resident or the family meets. I ll be the facilitator. Once the resident moves in, there s trust established. We partner very closely with the families and the residents to get their needs met. I always want to deliver what I promised right upfront.

Compiled by: Business reporter Bob Kievra,  Worcester Telegram & Gazette, On the Job, November 19, 2007