Ecumen leaders and communities with outstanding achievements in 2015 were recognized at an awards presentation ceremony at the company’s annual Leadership Meeting held on May 17, 2016, in Saint Cloud, Minn.
About 270 Ecumen leaders gathered for a two-day program that included a full day of training by Ritz Carlton on creating a culture of excellence in customer service.
Shelley Kendrick, Ecumen Senior Vice President and Chief Operating Officer, was master of ceremonies for the awards program. “The intent of all the awards is to recognize you for the dedication you and your teams have to our mission, vision and values,” she said. “My hope is that you will take your awards back to your communities and celebrate with your teams. Display your awards in prominent places and be proud of what you’ve accomplished.”
Ecumen President and CEO Kathryn Roberts presented the company’s Gold Standard Award for Excellence and Leadership, which is based on consistently exceeding financial goals, being consistently high in customer service and being consistently high in employee satisfaction.
Three Gold Standard winners were named: Ecumen Lakeshore in Duluth, led by Executive Director John Korzendorfer; Ecumen Pathstone Living in Mankato, led by Executive Director Jennifer Pfeffer; and Ecumen Meadows of Worthington, led by Housing Director Nancy Garvin. Ecumen Pathstone Living and Ecumen Meadows also were winners last year.
“Keep in mind,” Roberts said, “the Gold Standard Award is not just about financial results. These communities get financial results by focusing on all the things that matter to customers and employees.”
Roberts also presented The Ecumen Way Award, a new award this year that recognizes and celebrates an individual leader’s commitment and influence in promoting and building the Ecumen brand.
The Ecumen Way Award was presented to Carolyn Perron, Vice President of Organizational Development. “You have not only helped define the Ecumen brand but also you have met with nearly every employee throughout Ecumen, unveiling to them the values that support our internal brand — The Ecumen Way,” Roberts told Perron. “You have also invited Ecumen employees into the process of discovering their own personal values and brand – and connecting their brand to Ecumen’s. You have also played a key role in the development and enterprise-wide roll out of a number of leadership programs and training programs that illuminate and enhance our brand.”
As she read a list of programs developed and implemented by Perron, Roberts asked audience members to stand if they had participated in the programs. When she finished reading the list, the entire room was standing and gave Perron an ovation.
Awards for financial stewardship, called MVP Community Awards, were presented to 17 communities: Ecumen Evergreens of Fargo; Ecumen Evergreens of Moorhead; Ecumen Pathstone Living of Mankato; Ecumen Meadows of Worthington; Ecumen Oaks & Pines in Hutchinson; Luther Park at Sandpoint in Sandpoint, Idaho; Ecumen Lakeshore in Duluth; Ecumen Brooks in Owatonna; Ecumen Centennial House in Apple Valley; Ecumen Prairie Lodge in Brooklyn Center; Ecumen Sand Prairie and Prairie Hill in St. Peter; Ecumen Boardman Meadows in New Richmond, Wisc.; Ecumen Detroit Lakes-Lamplighter Manor; Ecumen Bethany Community- Bethel Manor I & II; Ecumen Parmly LifePointes- Lakeview Apartments; Ecumen Willow Wood in White Bear Lake; and Park Villa Apartments in Park Rapids.
The customer and employee satisfaction awards were based on rankings tabulated by Pinnacle Quality Insight – a research company that regularly and anonymously surveys Ecumen residents, families and employees for feedback. Ratings are based on a scale of zero-to-five, with five being the best possible score.
In the area of customer satisfaction in Market Rate Housing, Pelican Valley Riverfront Manor in Pelican Rapids, Minn., took first place with a perfect score of 5. Second place went to Heritage Senior Cottages in Park Rapids, Minn., and third place went to Heritage at Irene Woods in Memphis, Tenn.
Among Skilled Nursing communities in customer satisfaction, Sunnyside Care Center in Lake Park, Minn., took first place; Clarkfield Care Center in Clarkfield, Minn., took second place, and Ecumen Scenic Shores Care Center in Two Harbors, Minn. received third place.
In Affordable Housing, first place in customer service went to Ecumen Parmly LifePointes- Lakeview Apartments in Chisago City, Minn.; second place to Park Villa Apartments in Park Rapids, Minn.; and third place to Willow Wood Apartments in White Bear Lake, Minn.
In the area of employee satisfaction in Market Rate Housing, The Harbor at Peace Village in Norwood Young America, Minn., won first place; Heritage at Irene Woods in Memphis, Tenn., won second place, and Rose Senior Living in Clinton Township, Mich., won third place.
Among Skilled Nursing communities in employee satisfaction Pelican Valley Health Center in Pelican Rapids, Minn., won first place; Ecumen Scenic Shores Care Center in Two Harbors, Minn., won second place, and Ecumen Pathstone Living in Mankato, Minn., won third.
Eight Skilled Nursing communities were recognized for achieving 5-Star Ratings from the Centers for Medicare and Medicaid (CMS) — the highest possible rating. They are Ecumen Bethany Community in Alexandria, Minn.; Clarkfield Care Center in Clarkfield, Minn.; Ecumen of Litchfield; Ecumen Detroit Lakes; Ecumen North Branch; Ecumen Pathstone Living in Mankato; Ecumen Scenic Shores in Two Harbors, Minn.; and Sunnyside Care Center in Lake Park, Minn.
The Ecumen Philanthropy Powerful Partner Award was presented to Nicole Larson, the hospice volunteer coordinator for Ecumen Home Care & Hospice-Litchfield.
Accounts Receivable Awards for Skilled Nursing went to Ecumen Bethany Community in Alexandria for Lowest Percent of Receivables Over 90 Days Old, and Sunnyside Care Center received an award for Lowest Days Sales Outstanding. In Housing, The Madison at Detroit Lakes received an award for Lowest Percent of Receivables over 60 Days Old, and The Crest at Ecumen Lakeshore in Duluth was honored for Lowest Days Sales Outstanding. In Home Care, the award for Lowest Percent of Receivables over 90 Days Old went to Ecumen Pathstone Living, and the award for Lowest Days Sales Outstanding went to Ecumen of Litchfield.
The Ecumen Awakenings Team was recognized for its work helping 27 Ecumen communities complete the eight-phase Awakenings certification process. “This team has worked tirelessly this past year helping many of you integrate Awakenings into your communities as a way of improving the quality of life for people with dementia,” Kendrick said, honoring Awakenings Project Director Maria Reyes, Quality Improvement Nurse Sonya DeSmith, Regional Memory Care Manager Janelle Meyers, and Senior Director of Quality Improvement and Resource Utilization Shelley Matthes.