St. Francis Part Assisted Living facility launches customer service initiative

Back row: Janice Elliott, Carol Rhamy, Mona Cavaness, Karen Deck and Kelly Frazee. Front row: Teresa Lindsey, Marilyn McComb, Patsy Whitlock, Betty Johnson and Yvonnia Varney. Not pictured: Crystal Kilbreth and Natasha Lyell. [Click to enlarge]

Employees at St. Francis Park, assisted living by Americare, recently completed the first phase of training for the company's enhanced quality service program. The program entitled CARE (Commitment, Achievement, Responsibility for Excellence) is part of Americare's broader Hometown Hospitality customer service initiative.

Under the CARE Program, The staff is trained in providing quality service using a basic set of practices called the FAMILY values. The first phase of training involves learning the company's tenets of customer service. Employees then move on to the next of four training levels learning how to apply hometown hospitalities in every day work with residents, families and co-workers.

"The Hometown Hospitality initiative builds on Americare's values and is a formal implementation of our quality expectations, education and advancement system and emphasis on hospitality." said Americare president Clay Crosson. "The program rewards our employees for progressing through the training and even further for actually practicing what they are taught. We wanted to develop a customer service approach that was consistent with who we are as a company, and hometown hospitality does just that."

The rewards Crosson refers to are both monetary and recognition-based. Employees who progress through the entire program can earn up to $400 over an 18-month period as well as an increase in their hourly rate of pay. In addition staff will wear special name badge pins identifying the training level they have achieved.

Residents and their families are partners with administration in recognizing outstanding customer service. Part of the program includes a STAR award. Each resident and their family can give to an employee of their choosing one service recognition card per quarter. With each card the employee receives a STAR award that is worth two hours of paid time off. STAR awards may be saved up for a whole or half days off with pay.

"I am so excited about the program, " said St. Francis Park Administrator Joann Haddock, "We've been providing quality customer service here for years, but we're always striving to improve. The CARE program allows us to enhance the training for our staff and reward them for participation. It's been a great recruitment tool for new staff as well. But most importantly our residents and families are noticing a difference. That response is truly the reward we're after."

St. Francis Park is a 24-unit assisted living residence located at 1806 St. Francis Street in Kennett, Mo.