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Question #14768 posted by a judge:

During the ‘Refuse to Lose’ Customer Immersion Day, have you seen a significant level of improved NPS scores in the following months? I find it fascinating to have the entire team come together to run the operations for a day and really get a feel for the customer engagement and experience. I am curious as to how that translates back into customer feedback.

Question #14639 posted by a judge:

Hive is not a mandatory platform for colleagues to use, so in our onboarding training we needed to show colleagues the difference it would make in comparison to their old ways of working, the scope of collaboration it enabled and the efficiencies it created.

Would love to see some of the tools/messages/campaign to show colleagues benefits - We also face similar challenges with getting our employees do adopt our internal collaboration tool.

Question #14459 posted by a judge:

What are some tips and best practices for driving adoption of Hive? We find that those active on our internal social collaboration site are very engaged, but this only makes up a small portion of our employee population - so getting more people into the tool and seeing the benefits is our challenge.

Question #14456 posted by a judge:

I would love to know a bit more about the 8 month development program, as I'm always looking at different ways we can prepare employees for their "next roles":
1) 1) How were candidates selected for the 8 month development program? Self-selection/manager selection - combination of both?
2) What are examples of the job exposure and assignment components of the program?

Response to #14456 from the finalist:

1) How were candidates selected for the 8 month development program? Self-selection/manager selection - combination of both?

Candidates are nominated by the General Manager based on the following:

Qualifications

• A minimum of 3 years in a leadership role

• A minimum of one year as a Care Director at Aegis

• Experience in a minimum of two Aegis Communities

• Exceeds Expectations in most recent performance appraisal

• Committed to geographical mobility

• Successful interview with Operations Leaders and Human Resources

Expectation Criteria

Achieve excellence measured by key metrics:

• Staff Retention

• Surveys (staff, resident & family surveys)

• Care Margins

• Excellence in all areas of care including training, assessments, staffing, staff development, etc.

• Effective demonstration of leadership in current role as evident in relationships with staff, residents, families, & employee relations

2) What are examples of the job exposure and assignment components of the program?

This eight-month program is divided into three core modules.

Module 1: Marketing & Sales (2 months)

Module 2: General Administration & Finance (2 months)

Module 3: Operations (4 months)

Sub-Modules

Life Enrichment
Culinary
Maintenance & Housekeeping
Human Resources
Quality Control & Risk Management
Nursing & Care
Business Office

Comprehensive Classroom Training

Sales and Marketing: 2 weeks of classroom training conducted by various senior leaders in Home Office
Finance and Business Acumen: 1 week classroom training conducted by various senior leaders in Home Office

Mentor and Job Shadow

For each module, participants are assigned a Mentor to job shadow for 1 to 3 weeks in at least two communities.
The learning experience follows a detailed guide, which includes information sharing, observation and practical applications.
A few examples:
Conduct morning stand up and resident roster review with the staff
Walk the building ensure all is in order
Review and summarize community financial
Demonstrate & Summarize Touring (Prospects & Closing)
Conduct a Marketing Tour
Lead a resident move-out

Assignments

At the end of each core module and sub-module, participants are required to complete an assignment for each community they visit. They must collect and analyze specific metrics and financial information and then provide their own observations and recommendations.

Formal Presentations

At the end of each core module, participants conduct a formal 30-minute presentation to senior leaders, sharing their recommendations and learning experience. This allows the participants to not only share what they have learned, but also a chance to develop their presentation skills.