09/08/2021

Senior Housing and Assisted Living Consulting Case Studies

Extensive experience helping owners and developers of senior housing and assisted living communities throughout the United States.


CASE STUDY – SOUTHWEST ASSISTED LIVING, Del Rio, TX

Haven Senior Living (HSL) was engaged to effect financial performance improvements to optimize this 26-unit Assisted Living and Memory Care community’s valuation and enhance position for potential sale.  Services provided included the analysis of revenue and operating expenses as well as providing training and guidance to Community leadership team.

Revenue enhancement strategies were implemented along with cost control improvements resulting in an Average Monthly Gross Revenue increase of over 9% and a 30% increase in Average Monthly Net Operating Income.

During this 120-day engagement HSL also successfully managed the transition to a new Community Director, including recruitment, placement, and initial training.

CASE STUDY – HIDDEN VALLEY ASSISTED LIVING AND MEMORY CARE, Ogden, UT

Haven Senior Living was engaged to evaluate performance of the 3rd Party Management Company for this 61-unit Assisted Living and Memory Care community and provide ownership recommendations to effect performance improvements.

HSL successfully completed this evaluation and provided ownership specific recommendations to be addressed with 3rd Party operator.  Deficiencies with 3rd party management services were identified and solutions provided for operational and performance problems.  These included solutions to correct deferred facility maintenance, market confusion of community identity, ineffective “virtual” touring; staff appearance, and inequitable fee structure (private and state-subsidized residents).

Additional services included:

  • Analysis of marketing efforts including review of online and social media advertising and messaging.
  • Analysis of 12-month profit and loss statements.
  • Provision of Sales Training to Community leadership
  • Coaching for Community Director – occupancy, expense control, staffing, and operational issues.
  • Ownership Advocacy with 3rd Party Operator.
  • Production of a full NIC MAP VISION demographics and market report.

CASE STUDY – SUN RIDGE RETIREMENT – Pendleton, OR

Haven Senior Living assumed oversight for this 50 Unit Independent Living community July 2021.  Initial actions included providing guidance to new ownership group for due diligence, budget preparation, and transition away from former ownership and management.  Resident, family, and staff meetings conducted to foster new relationships and open channels of communication with all affected parties.

New Community Manager identified, recruited, placed, and training is currently underway.  Occupancy increased from 90% to 100% within initial 6-weeks of engagement.  Current actions include implementation of policies, procedures, and systems to improve efficiency and productivity.

Additional Experience

Case Study #1

Broadmore Assisted Living, Johnson City, TN – 65 units of AL

Community Overview

An established AL community operating for approximately 20 years at marginal performance. 

Operating Assessment

New competitors opening within 5 miles of this community, disgruntled staff and substandard operational performance prompted direct engagement.  New completion was hiring at higher wages and gossiping was rampant among staff.  Many team members had become negative, disgruntled, uncooperative, and/or disengaged. 

Action Plan Implemented

Conducted onsite meetings with staff (both one-on-one and group meetings) to deescalate the situation.  Conducted Emotional Intelligence, Culture, and Customer Service training.  Also conducted “Open Book” sessions, empowering the team with information and knowledge providing them a sense of control and buy-in to meeting operational targets.

Result

Within 10 days the community environment improved tangibly and significantly as staff bought into a unifying mission and purpose to serve each other and our residents. 

Significant financial improvement was realized over the following 90-days.

Executive Director was nominated for and received Argentum’s (formerly Assisted Living Federation of America) “HERO” award for developing resident-focused culture and emotionally intelligent team.

Case Study #2

The Bridge at Ooltewah – Ooltewah, TN – 125 Units of AL

Community Overview

High-end AL community in mid-construction.

Operating Assessment

Significant issues during the construction period created delays in opening.  As a result depositors began to “drop off.”  Problems stemmed from ownership’s decision to hire family members to oversee and perform GC work, etc.  Additional problems occurred when Life Care Services and Century Park Associates separated creating a vacuum in management of this new development.

Action Plan Implemented

Engaged mid-construction and oversaw the project through the final phases of construction, FF&E delivery and placement, re-positioning, and implementation/management of community sales and marketing plan.

Result

Crafted messaging, incentives, and strategy for retaining current depositors, retrieving those lost and obtaining new prospects.  Worked closely with “sister” IL community and engaged them to assist with temporarily providing apartments to depositors who needed services immediately (also employing home health).  Worked closely with marketing and sales rep to work leads, rekindle relationships, etc.

Successfully developed friendly working relationships with GC and other contractors (and established routine communication meetings) to ensure community did not experience further delays in opening.  Provided direct reports to Forest Preston, President/CEO for LCS.

Case Study #3

Broadmore Assisted Living, York, PA – 65 units of IL/AL Mix (approximately 50/50)

Community Overview

A well-established and financially well-performing AL community operating with a long tenured management team with strong and deep ties to the York, PA area.    

Operating Assessment

Management was “going rogue” ignoring reporting requirements and company policies/procedures.  Occupancy was on a steady decline for 3 quarters and the decision (after numerous conversations with ED) was made to release her from employment.

Complicating this decision was wide-spread nepotism throughout the community.  Many staff were closely related to the ED creating the strong possibility of a mass exodus of staff once the ED was released. 

Action Plan Implemented

Formed “Event Response Team” calling on several mangers from other regions in various disciplines (HR, Clinical, Marketing, etc.); conducted “Skype” meetings to review various scenarios and planned responses.  Arrived at community and released ED and managed anticipated resignations of multiple team members including, Maintenance Director, Marketing Director, Food Service and Care Staff, Business Office Manager, etc.  Focused immediately on care and services to ensure continuity of operations and resident services.  Conducted meetings with residents and family members.  Stabilized within 7 days, focus shifted to appropriately messaging these changes to referral sources via direct outreach and networking. 

Results

Because of the well-planned response, order was maintained as more than 50% of staff was changed out over the following week.  Neither operational performance nor occupancy suffered, as margins of 45% were maintained and occupancy was stable at 97%. Residents and family members were grateful for the candor and were instrumental in the community maintaining a strong positive reputation in the area.

Case Study #4

The Manor at Lake Jackson – Sebring, FL 33870 – 35 Units MC

Community Overview

Renovation and redesign of an aged SNF (closed) into a beautiful purpose-rebuilt Memory Care Community.  

Operating Assessment

Engaged by ownership to oversee development of strategy to open a standalone memory care community in Sebring, FL.  Ownership had AL communities in operation, but did not have experience with the care, services, programming and marketing/sales for Memory Care.

Action Plan Implemented

Positioned this community as a “Center of Excellence” for Sebring, providing guidance, support, expertise, and housing for those afflicted and affected by Alzheimer’s disease and related diseases.  Implemented requirements and incentives for staff to become educated about the disease, current and experimental treatments and drugs and “best practices” for dealing with behavior issues.

Implemented state of the art programing including auditory and visual cuing throughout community, state of the art technology-based activities and programs, innovative approaches to music therapy, art therapy, tactile boards and virtual activities.

Result

Opened as the area’s premiere MC community.  Implemented high technology combined with high touch staff and positioned community as a “community resource” for those battling and families affected by dementia and Alzheimer’s disease.

Because of effective pre-leasing and marketing, the community was stabilized within 2 weeks of opening.

Case Study #5

Revel – Henderson, NV – 185 Units of Luxury IL

Province – Colorado Springs – 165 units of Luxury IL

Laurel River Park – Oxnard CA – 160 units of Luxury IL

Portfolio Overview

Ownership group with extensive high-end residential and commercial development desired to enter senior housing market with unique niche.  Portfolio is designed for active seniors desiring to leave homes in favor of a luxurious Independent community lifestyle featuring extensive high-end features and benefits. 

Engaged in initial phase of construction.

Action Plan Implemented

Engaged post ground-breaking with urgency to identify and execute pre-opening marketing, sales, and operational tasks.  Many tasks ideally completed at 10-12 months prior to opening took a high priority and required urgency from all involved parties to execute.

Involvement included creation and management of CPO worksheet (countdown tasks to opening), leadership of operating and marketing teams, creation of pre-opening and operational budgets, construction site walk-throughs and meeting GCs on sites, recruitment and hiring of Executive Directors and Sales and Marketing staff, coordination of IT design and implementation, marketing and sales plans, events, positioning strategies, etc.       

Result

Communities successfully opened beginning in September 2017.  Continued involvement with ownership group in a consulting role includes recruitment and hiring of key staff for new construction in Lacey, WA and Spokane, WA.

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