Most people see retirement communities as a place where the pace of life slows down, but Tel Hai Retirement Community offers an alternative style of living. Truly living up to its name, Tel Hai, which translated from the Hebrew means Hill of Life, is a place of energy and vitality—quite a contrast to the stereotypical image of a retirement community.

Joe Swartz, President and CEO

Collaborative planning
Tel Hai is an accredited, nonprofit, continuing care community that offers a unique breadth of programs for seniors. According to Swartz, its array of services differentiates the organization from many competitors in the industry today. “We’re known in our field as a full-scale continuing care retirement community—a one-stop shop for seniors,” said Swartz.

On the independent end of the scale, the community provides accommodations in senior housing, wellness and activity programs, and assisted living. On the other end of the spectrum, Tel Hai offers adult daycare services and skilled nursing care, accompanied by an array of program subsets. A child-care program complements the senior living services and is a valued benefit to staff.

Also unique is the organization’s strategic planning approach, which involves individuals from all levels of the organization. Once a year, a variety of stakeholders gather to offer their ideas on the future direction of Tel Hai. “I feel that there are too many good ideas to keep something like this between executives. This gives us a wonderful opportunity to reap a lot of diverse ideas,” Swartz said.

Planning involves Tel Hai’s board of directors, senior management, and front-line staff. Residents, vendor partners, active volunteers, and key donors are also encouraged to attend the annual event. The group of about 70 is critical to the success of the organization, explained Swartz.

The attendees break into nine designated work groups to brainstorm and assess the needs and challenges facing the organization, also scanning trends that are impacting the industry. The nine areas focus on program enhancement, human resources, finances, marketing and communication, fundraising, organization, facilities, future development, and IT.

After the meeting, senior managers analyze the raw data of suggestions and ideas generated and put together a list of objectives that touch on the organization’s operating goals, creating a final product for the board of directors to integrate into the annual operating budget.

Generating excitement
Swartz has been in the healthcare industry for more than 30 years, and 20 have been spent using this type of approach. “Working together creates excitement within the organization and with stakeholders,” he explained.

Tel Hai has seen significant and diverse results with this collective approach. Working to enhance its programs, Tel Hai focuses on the theme of person-centered care. “This theme ripples through all levels of service within the organization, and we’re trying to push that concept even further to make it a stronger part of our culture,” Swartz said.

Another issue raised during a planning session was the need to maintain the 50-year-old retirement community to ensure it continues to meet the needs and expectations of residents. Three years ago, Tel Hai launched a $7 million project to renew and reposition its assisted living, healthcare, and adult daycare facilities.

In the HR arena, a venture was formed several years ago to focus on training staff to deliver exceptional customer service. Now in its fourth year, Tel Hai continues to implement FISH, a program created to spark employees’ interest in continually improving the delivery of customer service.

Springing forward
Tel Hai has done a fine job proving to the retirement community that it’s not a place for anyone to rest on their laurels. Energized staff, satisfied residents, and an abundance of volunteers have helped spring this retirement community to life.

“We have been a major service player in our field for many years. Through our ongoing collaborative efforts, we look forward to continuing on as a well-recognized entity within the region,” concluded Swartz.