Questions We Can Help You To Answer

Paper instructions:

PART 1
You are a Sales Manager at a CCRC in Toronto.  Part of your responsibility is to make sure that all levels of your CCRC – Independent Living, Assisted Living and Nursing Care as well as Respite Care - is filled to maximum occupancy.  
1.    Create a list of sources (a minimum of 12) you can generate leads from in order to bring in clients.  Please list the sources and state why they would form a good source of clients.

2.    You have a prospective client and her family (daughter and son) who have come to look over the facility.  The client is 76 years of age and while currently is in prefect health and only needs some assistance with medication distribution, family medical history indicates that she has a high chance of developing a form of dementia and respiratory problems.  

Create a checklist to walk the client and her family through your facility to showcase how your facilities and services are a perfect fit for the client as a:
i.    Person who is independent and wants to socialize with other seniors her age while keeping active.
ii.    Person who has now developed a form of dementia and has to be accommodated for in this slowly worsening condition.

PART 2
This second part consists of a series of actual cases that have occurred at retirement homes.  You are to provide solutions to these cases by applying elements of Design, Health and Safety, Human Resources, Maintenance, Housekeeping, Food and Beverage and Customer Service principles as suited to each case.  Please state the elements used and why you feel those elements are suitable to solve the issue at hand.
CASE 1
Harold Smith is a long-time resident of your facility and has gotten along well with both residents as well as staff.  Mark Schmidt, a staff member from another facility within your company applied for and was granted a transfer to your facility.  A few weeks after Mark started work at your home, Harold approached you with his family present and complained that Mark was verbally and physically abusing him.  Harold felt this was the case because of Harold’s special requirements of being assisted to his room and bed each night along with the assistance of changing into his night clothes.  (ADL’s).  No other resident on Mark’s watch needs this level of attention.  Your property is a unionized property and Mark has been with the company for 6 years.
What steps would you take to investigate this case?  What possible solutions can you come up with to appease all parties involved in the case.

CASE 2
Your facility is 10-years old, has 6 floors and accommodates 125 clients.  You have a bank of 4 elevators to accommodate your clients needs of moving from their units to the common spaces on the main level of the building.  Due to a mechanical and computer glitch, two of the elevators have gone down resulting in longer wait times for your clients to get to their desired locations.  
What actions would you take to resolve some of the resident frustration in wait times?
What are the short and long-term actions you would take to prevent such an incident from not happening again?  

CASE 3
A fire alarm in the building is set off.  It is the middle of the night and the middle of winter in Toronto.  What evacuation procedures have you put in place to evacuate the residents safely and in a timely manner?  How would you accommodate the residents while the alarm is still active?