How can senior living leaders drive change, all while prioritizing resident care in their communities? Ask Michael Joseph, founder and president of Clover Group and member of the 2021 Changemakers class. From building a company model to serve middle-income seniors in independent living — to operating 40 communities with expansions on the way — Michael has become quite the industry trailblazer. In this year’s Changemakers series, a collaboration between Yardi and Senior Housing News (SHN), interviews are conducted with pioneers across the industry. For Michael Joseph, his unique pathway to serving the middle market has earned him the Changemaker honor. Check out this excerpt from the SHN interview where Michael highlights his approach in navigating change, along with his strategies for shaping the middle-income segment in senior living. Can you highlight a few changes that you have driven that you are most proud of, or that you believe have been most significant to Clover or the industry? I think the greatest achievement we’ve done at Clover started with the very first deal. I think the greatest achievement is that we focused on a segment of the society that no one else focused on, which was the middle-income, independent living person. The focus at the time and frankly until very recently was the wealthy — with either what was then called assisted living, or upscale senior communities like Del Webb-type places — and then the poor, where you had low- to moderate-income tax credit deals to provide senior housing, and subsidized nursing homes. What we didn’t have was anybody focusing on the healthy, middle-income person, who had very terrible options at the time. Their options were to move in with one of their kids, stay in a house that they could no longer really live...

With challenges on every horizon, the senior living industry needs leaders who aren’t afraid to channel new ideas — and invoke change. For Les Strech, a recognized Changemaker, being a catalyst for change is second nature. Through the Yardi-sponsored interview series with Senior Housing News (SHN), leaders are honored for their insightful contributions in senior living. Namely, their ability to pair difficult conditions with forward-thinking strategies and transformative actions. Deemed the second member of the 2021 Changemakers class, Les Strech embodies this fully — having led Thrive Senior Living through various challenges in the last decade. Journey to Changemaker Les Strech is president of Thrive Senior Living and a longstanding Yardi client. With extensive experience in senior housing, he’s continued to stand out as a visionary leader who redefines standards and challenges long-held design beliefs. In streamlining operations over the years, Thrive has implemented senior living suite products including RentCafe Senior Living, RENTCafé Senior CRM and Job Cost. In this excerpt from the SHN interview, Les talks about the various facets of change within senior living today — sharing the steps he’s taken to stay ahead of the curve. Can you talk about the early days of the company and the growth plans at that point from the perspective of change? I came into the industry as chief operating officer of a smaller-sized freestanding memory care portfolio. That was my viewpoint, and the heart for me was making a difference for folks with changing cognitive ability. It really became a thirst and a hunger to understand what dementia is and how it impacts people, families and the world. One of the things that I consistently talk about on leadership is that the biggest difference between you today and you five years from now is...

It’s time to recognize a new wave of senior living leaders! Published by Senior Housing News (SHN) and sponsored by Yardi, the Changemakers series is back for 2021 — highlighting exceptional leadership in the senior living industry. With insights captured through in-depth interviews, this year’s Changemakers are recognized for their unique strategies in navigating industry challenges. And there’s no questioning the obstacles the industry has faced — especially during the pandemic. But these visionaries have pushed forward. They’re utilizing their knowledge and skills to pave a bright future in senior living, and they’re here to share their expertise. Released in batches over the next several months, the first interview is ready for you to explore: Meet Terri Cunliffe Changemaker Terri Cunliffe is President and CEO of Covenant Living Communities & Services, a non-profit operator of senior living communities. Since joining the organization in 1988, Terri has devoted her career to improving the lives of seniors — quickly evolving into the leader she is today. Appointed as COO in 2010 and later CEO in 2015, she’s expanded the efforts of Covenant Living and its many communities, introducing proactive measures every step of the way. And with over three decades of experience, Terri is no stranger to change. In the following excerpt from the SHN interview, see how Terri’s knowledge — and dedication — have proven successful in maneuvering through an ever-changing industry, all while leading Covenant Living’s journey to growth. To be a changemaker, you’ve got to be willing to take risks. Do you agree with that? How would you describe your own risk tolerance? When I think of risk, I think the longer I’m in the role, the more risk I’m willing to take, because I understand the implications of that risk. If we...

It’s been one year since most Yardi employees transitioned to remote work environments. One year since we anxiously attended virtual town hall meetings to learn the next steps. One year of navigating the blurred lines of our professional and personal lives before settling into a new normal. A lot has changed since then. Haphazard workspaces now have a more customized and personal feel. We’re reaching productivity goals and we’re all experts on Teams and Zoom. Our pets are accustomed to seeing more of us, and the novelty of sleeping on the keyboard has (mostly) worn off. Much has changed beyond office work as well. Many employees used their time in quarantine to set goals and embark on new personal journeys. Yardi Atlanta team members used Confluence to celebrate their one-year work from home journeys together. Quarantine journeys Employees posted images and shared stories depicting “How it started and how it’s going.” A few fun quarantine accomplishments include: hiking new trails growing a beard developing baking skills raised bed and container gardening sewing stuffed animals candle making woodworking and reupholstering heirloom furniture adopting pets, including sugar gliders pulling home design projects out of “DIY purgatory” Some stories were real heart warmers that demonstrate the power of family. “My Yardi family helped me purchase my first car!” announced MeaResea Homer, technical account manager. Homer (pictured, right) told colleagues that she was searching for a new car. It would be her first purchase, and she was stoked. “Amanda Carlisle recommended the salesman that she purchased her vehicle from. She got me in contact with him and I scheduled the appointment in late November. To help me out even more, our colleague Jody Borgemenke picked me up, took me to the dealership and supported me through the process. Pedro...

Bryan McCaleb, president of Sagora Senior Living, a Fort Worth, Texas-based Yardi client and operator of more than 30 properties, discusses how his company has handled two major challenges – the pandemic and severe weather – in excerpts from an interview originally published in Multi-Housing News. How would you describe 2020 from the perspective of a senior housing operator? McCaleb: The pandemic led us to introduce new safety protocols and change what our day-to-day routines looked like. Our teams came together to implement changes for the best protection of our residents and associates, and I feel like our organization is stronger than ever before. How has technology helped you during COVID-19? McCaleb: At all of our communities, we have communication stations set up and equipped with iPads where residents have the ability to schedule virtual visits with their loved ones. More seniors have taken to social media to keep up with their families, which has broadened their reach with grandchildren and out-of-state loved ones. How did you keep your residents safe during the recent severe weather conditions in Texas? McCaleb: Some communities experienced power outages, water outages, water leaks and/or boil-water orders. For these challenges, we relied on onsite generators for heat and power, bottled water for our residents, and constant communication with our residents and their family members. Our associates stayed at our communities when needed to ensure that our residents were safe, comfortable and cared for. Although communities in Texas and Oklahoma had damage, we are thankful that all of our residents and associates weathered the storm safely. What was the most difficult thing for you in the past 12 months? The most satisfying? McCaleb: The most difficult thing was seeing how COVID-19 affects people—even beyond health complications, such as emotional and financial...

Compassion takes on a lot of forms. Sometimes it’s the coworker who helps you troubleshoot an issue for a client. Other times, it’s like coworkers coming together to support a peer during their darkest hours. The Yardi Atlanta team recently celebrated a virtual Valentine’s Day that showcased compassion, love and camaraderie in their many forms. #YardiLove in Atlanta Organizers Michelle O’Neal and Carolyn Goldin encouraged employees to share their appreciation for their terrific teammates by visiting the office’s Confluence page. There, they could post Valentines “javascript style.” In the comments section, teammates left kind notes, GIFs and memes to brighten one another’s day. They could also post a picture of themselves with their favorite Yardi employee(s) or Valentine(s). The contest encouraged Yardi employees to celebrate togetherness even while they are apart. O’Neal explains, “I think we all are searching for ways to reconnect with our friends and colleagues.  Because Valentine’s Day is thought of mostly for love relationships, we thought we’d play off the relationship idea and swing it towards the relationships we have here at Yardi. We are a tight-knit culture that enjoys the social aspect.” The photo submissions showcased the creativity of Yardi Atlanta. They shared digital collages, screenshots of Teams meetings with fun backgrounds, wedding photos, as well as group pictures taken in past years. Each collaborative effort confirms that team spirit and Yardi’s corporate culture are alive and well, even in our remote work environment. Some employees opted to also share their images and kind words on social media under #YardiLove. Carolyn Goldin, consulting practices at Yardi said, “We wanted to share the #YardiLove especially because we haven’t connected with officemates who aren’t on our immediate teams in a while.” Participants were eligible to win Tango gift cards in a...

What do you do you’re the director of a school foundation and, suddenly, there is no school? You find yourself rapidly organizing to get meals and social services to kids in need. When schools open with remote learning, you pivot once again to get educational supplies and technology to families—even when there isn’t a one-to-one ratio for supplies. For Jill Henden and fellow members of Cherry Creek Schools Foundation (CCSF), the past year has been full of twists, turns and pivots. The organization has remained nimble in the face of change—and they need community to support Cherry Creek School District. Cherry Creek Schools district Henden established a relationship with Cherry Creek Schools district when her sons were just boys. Now, one is a graduate. “It’s been good to us. It’s been an incredibly experience for my sons, and I wanted to get more involved even though I don’t have a background in education,” she says. Nine years after joining the non-profit, Henden has overcome a learning curve that included countless acronyms, long meetings and navigating the complex relationship of local and federal funding. She happily serves the foundation as executive director. “It was definitely a learning curve,” she laughs. “I’ve worked with non-profits in the past, so I’m used to learning quickly as I go. I’ve been fortunate to work with incredible leaders. They’ve been phenomenal and I’ve learned so much from them.” Over the years, Henden has observed the intricacies of the Cherry Creek community and the nuances of serving a diverse group of students and their families. The community is more complex than many are led to believe: “Many people think we’re a wealthy suburban school district and we don’t struggle with the same problems as our neighbors,” she explains. “Nearly 30%...

Take a look behind-the-scenes of the Yardi Corporate Training group to discover what drives their performance and how they help new employees develop the skills needed to be effective, thoughtful and proactive. Online training and onboarding Yardi Corporate Training group has offices in Raleigh, Santa Barbara, Cleveland, Toronto and Saskatoon. A team of 10 provides fellow employees with the knowledge and skills needed to optimally perform their jobs. “The team objectives are to offer programs that will foster career and personal development either in job-specific training or soft skills,” explains Jamie Hall, team lead. “We provide new employee training, training through our Aspire product and employee webinars. Our well-designed programs help employees become more productive and efficient, increase motivation, reduce turnover and help convey our company culture.” Hall has 20 years of experience in education and training. He joined Yardi five years ago, drawn to the company culture. “I learned more about Yardi and the culture that just made me enjoy my work much more. I think it’s important to share the Yardi culture with new employees so that culture continues as we grow,” says Hall. He and the Corporate Training team have worked closely with the Yardi Aspire department to educate about 500 employees each year. That includes new employee training and onboarding. Hall leverages the Aspire product to deliver knowledge and information to new hires across the globe. It’s a testimony to the strength of Aspire and the company’s confidence in its own product. Learn how you can automatically distribute role-based learning plans for your organization. The power of cloud-based eLearning A challenge for workplace students translates to a challenge for the Corporate Training team. With over 7,000 employees worldwide, the greatest challenge to date has been access. “One of the challenges...

Remote work environments have their fair share of advantages and disadvantages. Seven months into telecommuting, Yardi employees across the U.S. weigh in. March madness, IT edition In mid-March, Yardi’s IT department miraculously (read: after much hard work and dedication) managed to transition more than 30 global offices into a remote work environment in about two weeks. It was no easy feat. The diligence of the IT department and the patience of fellow employees made for a relatively smooth transition. Virtual town hall meetings kept employees up-to-date on the latest developments from the corporate headquarters. Productivity remained steady as team members learned to navigate workflows from home. Gradually, a new normal set in: video conferencing replaced conference rooms and chats replaced quick conversations over cubicle walls. Social committees reconvened team-building activities to maintain camaraderie and engagement. Pets became coworkers who made (sometimes) unsolicited appearances on calls. Yardi team members around the world began to witness firsthand the joys and challenges of their remote work environments. Different, but still efficient Some characteristics of office culture simply cannot be replicated when working from home. Chatting with coworkers in the lounge, grabbing lunch together and team functions are just a few of the office features that employees missed. “Working at home can be a bit stagnant,” admits Luis Estrada, a marketing writer in Miami. He conducted his interview for this post via Microsoft Teams chat. “My dining room is my new office. It’s routine, same old stuff.” “I miss my coworkers and the close collaboration in the office,” says Evan Hearn, energy management analyst in Atlanta. Taylor Leandro, HR generalist in Santa Barbara echoes the sentiment. “I mostly miss the daily interactions with my teammates and fellow colleagues. I also miss the ability to walk over to someone...

Marketing, motorcycles and robotics all find a home within Melissa Zavas. The California native has creatively blended her interests in a way that empowers teens and builds community. The road to Yardi Zavas is a marketing specialist with RentCafe REACH. She and her team provide search engine optimization (SEO), pay-per-click (PPC) advertising, social media marketing and reputation management services to Yardi clients. Learn how SEO and PPC can increase leads by 160%. The most challenging aspect of her job is staying on top of digital marketing trends and Yardi’s quickly developing software. “Yardi is incredibly growth-oriented. We are consistently growing our current software and expanding into new areas,” says Zavas. “But it’s worth it,” she smiles. “I find developing relationships with my clients and across teams very rewarding. I’m also accustomed to the changing demands of digital marketing.” Zavas began her marketing career shortly after college. Her family is heavily involved in the automotive industry, and her father helped found the Baja 500, a Mexican off-road motorcycle race on the Baja California Peninsula. She soon began a mail-order motorcycle parts division as an extension of her family’s wholesale company. “Quickly, I developed a loyal customer base by giving technical advice to match people’s riding styles with the performance parts we sold,” says Zavas. “Mail order was quickly turned into an eCommerce business as internet shopping took off. I created our first website and developed the eCommerce portion. It grew over 12 years. Through those years, I gained experienced in both business and in digital marketing.” Her technological insights and marketing savvy paid off. Zavas was named a Who’s Who Female Owner in the Automotive Industry by Cambridge Who’s Who in 2007-2008. Though Zavas sold her motorcycle parts business, she is still an avid motorcyclist....

The Yardi Atlanta office recently completed a successful Halloween Week! Going virtual was no easy feat, but the events committee tapped into the office’s love of competition to make a fun and memorable event. Hype years in the making Over the years, the social committees at Yardi Atlanta have helped to develop its office culture. The office is known as a place that fuels its hard work with camaraderie and fun. Annual Halloween celebrations brought team members together in pursuit of glory —until this year. With most of Yardi Atlanta working remotely, the office would not come together to celebrate Halloween. What would normally be a week of in-office costume parties and cubical decorations faced a great challenge in 2020. How could Yardi Atlanta take the festivities into a remote work environment? Would it still be fun and engaging? Undaunted by the task, the social committee launched a series of virtual events that encouraged creativity and competition. Each weekday featured a new challenge or activity to engage team members in the holiday spirit. Monday kicked off with a Pumpkin Selfie contest. Employees showed off their carving skills along with their smiles. The Best Pumpkin Selfie award went to Camilo Perez! After clocking out for the evening, a virtual call taught team members how to be Absinthe mixologists. Tuesday’s Throwback Halloween Costume Pictures conjured fringe haircuts, teased bangs and other horrors better left in their graves. There were real gems and great conversation starters among the submissions. Wendy Caffery received the Best Throwback Costume award. Working from home offers even more creative freedom to decorate! Wednesday’s competition received submissions of Halloween Home Décor, from fun and festive to ghoulish and frightening. Amber Brown earned the Best Decorations award. The workday then ended with Ghost Stories...

Senior Housing News recently interviewed Fil Southerland, director of healthcare solutions for Yardi, about the biggest changes in senior living technology during the COVID-19 pandemic, how technology is meeting new healthcare demands and his experience growing up in Idaho, where his father operated assisted living facilities and built his own technology platform to support them. Excerpts follow. Q.: One of the early outcomes of the pandemic was the increase in technology adoption. What are the main silver linings in terms of senior living technology? A.: COVID-19 has definitely been hard on our industry and the residents we’re caring for. I think what it’s really highlighted is the incredible resilience of the organizations and their staff members that we work with. I’ve been particularly impressed with the amount of rapid innovation and technology uptake within the industry. Yardi’s contribution is a broad-based platform that helps providers efficiently manage everything from the care-related side to operations to finances. We’ve continued to add new clients at a rapid pace and we’re also seeing our existing clients working to automate and streamline a lot of their workflows. I think that kind of technology adoption is a necessity now. Over the long term, we’re hopeful that it will produce a lot of good dividends for the industry in terms of care coordination and personalization, wellness, operational efficiency and risk mitigation. Q.: Which changes in senior living technology prompted by the pandemic do you think will last? A.: One area is marketing and admissions. Previously, residents or family members had to come into communities to sign leases or changes to service plans. Yardi has a solution that allows all that to be done online. We’ve seen a lot of interest in that. Also, families considering a community are really concerned about...

Data analytics may not be easy, but they’re often necessary. You can’t just gather data. You’ve got to know what the numbers actually mean if you want to push your teams forward in senior living. That’s just one piece of advice that Dave Eskenazy, an industry expert with over 25 years’ experience, recently shared with us. We sat down with Dave to hear how he’s used the Yardi Senior Living Suite to drive growth through technology. From the importance of integration to the value of easy-to-understand metrics, he had plenty of insight to offer. Q: How do you track prospects in senior living? What I love about RENTCafé Senior CRM is that from the very first moment an inquiry is made, the prospect’s name is entered into the system. And I begin to track that. At some point, that prospect moves in, but the ability to move that prospect in and change them from a prospect to a resident becomes so much easier and so much quicker. Oftentimes, when somebody is looking for senior housing, they take a lot of time to really make a decision. But once that decision is made, it’s time to move. Having a lot of that information already in the system – and being able to simply pick up from before – is a key benefit of RENTCafé Senior CRM and the complete stack of Yardi products. One of the things I like most about Yardi is that there are a lot of modules that follow us all the way through the system. And it starts with RENTCafé Senior CRM. Q: How does data sync improve billing? One of the problems with billing is if you have separate systems for capturing your care than you do for billing your...

Charlie Trefzger is no stranger to change. Already this year, as president and CEO, he oversaw the rebrand of his company from Affinity Living Group to ALG Senior. At the same time, he reorganized his company’s operational structure. ALG communities now have more autonomy in how they operate, able to make decisions and take action without a set directive from headquarters. That’s not to say that Trefzger and his team don’t support their communities, however. When the coronavirus first started making news, they instituted change after change to ensure resident safety. They reacted fast thanks to having prepared well in advance just for this sort of emergency. “We implemented a pandemic flu policy some time ago. Since, we have tailored it to the COVID-19 policy, which is founded upon the CDC guidelines,” said Trefzger. “We’ve been drilling and practicing that for a good portion of the last year, and Lord have mercy, here we are right now dealing with it.” In recognition of the transformations Trefzger has driven, Senior Housing News has inducted him into the 2020 class of Changemakers. Read on to learn what steps ALG took to slow the spread of COVID-19 and how he believes the pandemic will impact senior living going forward. What have been the biggest changes that ALG Senior has made since COVID-19 hit in mid-March? Gosh, what hasn’t changed? There have been so many things that we’ve had to adapt to, such as visitation; narrowing our network of health care professionals; gathering data and having a greater reliance on data; the screening of our employees; using technology, both for visits as well as data-gathering and for activity programs; the need to address loneliness in our residents and trying to be innovative with visits. Probably our biggest change...

Over the years, Yardi client Westmont Living has developed creative ways to honor esteemed residents. The tradition continues through the age of social distancing, requiring ingenious workarounds that still help residents feel appreciated and valued. Honoring Lt. Dever’s 105th birthday Westmont Mariposa at Ellwood Shores is home to veteran Charles “Charlie” Dever. First Lt. Dever enlisted in the Army Air Corps in 1941, and he served as a lead navigator in the 98th Bombardment Group flying B-24s during World War II. Devers lived independently until he was 103. He then joined the family at Mariposa at Ellewood Shores. The quiet life that he now lives gave no indication of the surprise that awaited him for his birthday. It began when Lt. Dever’s daughter, Kathy, emailed Vandenberg Air Force Base to plan a surprise for her father. In response, the 30th Space Wing leadership notified its members of the momentous occasion. Active Air Force servicemembers near and far penned more than a hundred thank you letters to the veteran. To deliver the letters and show their appreciation, Vandenberg staff, Kathy and Team Mariposa arranged a grand ceremony. Festivities kicked off with a color guard presentation and speeches by Westwood executive director Peter Bonilla and 30th Space Wing Commander, Anthony Mastalir. Mastalir presented Lt. Dever with a 30th Space Wing challenge coin and granted him honorary membership in the United States Space Force. Vandenberg leadership then presented Lt. Devers with an American flag. Party planners arranged a car parade that would allow friends, family and community members to safely show their support for the veteran. Dozens of cars streamed through the property, showcasing their decorations, cheering and sending well-wishes to Devers. During his speech, Commander Mastalir said, “While Charles will tell you that his years in...

It’s easy to attribute the successes of a company to exemplary individuals. Think Steve Jobs of Apple or Elon Musk of Tesla. But in truth, their accomplishments wouldn’t have been possible without those who supported them. Marc Vorkapich is quick to say that his people are the key to success. As the principal and CEO of Watercrest Senior Living, a Yardi client, he’s brought together a team of “servant leaders” who inspire trust from both residents and staff. It’s earned the company a Great Place to Work award, and it’s also caught the attention of Senior Housing News. They’ve given him the title of Changemaker for his history of nurturing strong leaders and promoting collaboration at Watercrest. When they asked him about the association between embracing change and taking risks, Vorkapich made it clear that although he may be in charge, his team gives him the confidence to see things through: “When a call for change derives from a desire to serve something greater than ourselves, any sense of risk is far outweighed by the depth of purpose. My risk tolerance is high, as my entire career over 27 years has developed by having faith that I and others surrounding me have been equipped for what lies ahead.” And during the pandemic, his commitment to teamwork and service has helped ensure that Watercrest can continue to provide great care. In this excerpt from his Changemakers interview, Vorkapich describes their COVID-19 response and offers his thoughts on how the virus may impact senior living as a whole. Do you see Covid-19 changing the senior living industry in lasting ways? If yes, how? One thing is certain, there is an increased awareness and understanding of the importance of having a highly competent operations management team laser-focused...

How do you reduce the costs of compliance such that affordable housing properties are more attractive to investors, easier for residents to find and qualify for, and less expensive to manage? That’s a question Chris Voss has spent the better part of 20 years answering, and he may just be on to the solution. Chris is Yardi’s vice president of affordable housing and PHA Sales and is the founder or RightSource, the newest addition to the Yardi family. A natural entrepreneur, Chris attended college on the east coast and focused his studies on economics. While there, Chris did some web development work for members of congress, an experience that helped grow his familiarity with emerging online technology. After college, Chris was hired by a consulting firm in Washington, D.C. that supported affordable housing developers and operators. Like many affordable housing professionals, Chris found himself unexpectedly in the industry, but soon realized a passion for its mission and processes. “I joke that growing up I wanted to be a doctor right up to the point that I realized I probably wasn’t patient enough to complete four years of medical school. However, my career does give me some of the experience I was looking for. I’m able to help clients realize their long-term operational goals by diagnosing their challenges and solving them with improvements to technology, processes, and people. So, while I’ve come to terms with not actually becoming a doctor, I have the sense of purpose and fulfilment of helping affordable housing organizations operate with a greater sense of health,” says Voss. The sole focus of the consulting firm Chris worked for in the early 2000’s was support of clients implementing Yardi Voyager. Chris describes his consulting career as a deep dive into affordable housing...