Written by Cheryl Beth Kuchler, Ballantree Consulting
With over 285 employees, and almost 400 residents living in resort-style accommodations, running The Hill at Whitemarsh says Judy McGruther, who’s been the CEO since they started up over a dozen years ago, is like being the mayor of a small city.
But it’s more than that. “The Hill” is a Five Star Continuing Care Community in Lafayette Hill, PA, north of Philadelphia. And the Five Stars don’t come without a great deal of commitment, time and attention to detail from Judy and her Leadership Team. No more so than back in 2013 when the team realized that their hiring process wasn’t producing the results that they wanted – or needed – to grow.
Numerous challenges faced them. Finding the right employees in a highly competitive job market – for what’s often a very high stress jobs with tremendous responsibility caring for elderly, sometimes frail, residents. An interview process that was taking too long resulting in lost candidates. Being in an industry that’s known for its high turnover. With an expansion in the works, Judy’s team had to do something different if they were to meet their growth goals.
How did they double their engagement scores and support their culture of high performance service as well? Read on here to learn more about the four key ingredients to their success!
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