Living the culture every day, in every interaction

By Marisa Geitner, president & C.E.O. of Heritage Christian Services

“A culture is not something you announce. It is created by an intense focus on the mindset and behaviors that bring the experience to life.” – Gregg Lederman, from his book, “Engaged! Outbehave Your Competition to Create Customers for Life.”

Many of us at Heritage Christian are reading Gregg Lederman’s book this month in preparation for our fall leadership conferences, where we hope to learn more about linking our corporate values to real behaviors – like smiling and speaking at eye level and making time to share a laugh with others.

We want to ensure that as we move forward and grow our culture isn’t just something that we talk about and our values aren’t just words used in our brochures and on our Websites. We want employees to have clear expectations for living out Christian compassion, courage, entrepreneurship, excellence, honesty and humor. And we want to recognize employees who exemplify those traits because we want those good behaviors to model the way for our entire workforce.

Our culture of excellence is what sets us apart. It is what ensures the people we support get the best care possible. And we need to make sure every employee understands what that looks like and how to carry it out. Every day, every interaction.

Working toward confidence and independence

By D'Aisha White of O'Dell Family Chiropractic and Caila Healy of the Employment Alliance

D’Aisha White started working at O’Dell Family Chiropractic in July of 2012. A few of her  responsibilities at the office are to enter patient information in the computer, file and shred documents, make patient welcome packets, and scan and upload documents.

When asked how working at O’Dell has affected her life, D’Aisha said, “I enjoy working there. It is definitely a process but I enjoy working and it gets me out and about. It gets me to interact.”

D’Aisha stated that her job coaches have been “awesome” and “very supportive.”

D’Aisha mentioned that her job coaches have taught her how to be professional in the workplace and keep a positive attitude. She stated, “You have really helped me with alphabetizing, too.” 

Over the last year, D’Aisha has grown very independent and confident as a reflection of her work at O’Dell. “My attitude has changed and is more positive and I have become more courageous,” she said.

Along with the work she has learned this past year, she has developed a positive relationship with her supervisor, Maria Dewhirst. “Maria has been very good, excellent and a positive person to work with,” she said.

This opportunity has not only given D’Aisha the chance to work and learn the responsibilities that come with a job, but this has shaped her life outside of work in many positive ways as well. She continues to grow and learn with each week and hopes to increase her hours at O’Dell. 

 

Understanding the Heritage Christian Culture

At Heritage Christian we’re fortunate to have a workforce that’s dedicated to our mission and to the people we support – so dedicated that 36 percent of our employees have worked here for five years or longer. Our retention rate for direct support professionals, the largest segment of our employees, is 79 percent, which puts us well above the national average.

Every organization strives to retain employees because it makes good business sense, but at Heritage Christian it also makes good sense for the people we support. It takes time for staff to know a person’s medical history and to learn to read body language for a person who doesn’t communicate in traditional ways. And even if it’s not a matter of medical frailty, it is a matter of dignity because it can be difficult to get used to a new staff person supporting your personal needs.

That’s why retaining the best employees matters so much and why we try to create a workplace culture that’s founded in Christian compassion, courage, honesty, humor, excellence and entrepreneurship.

We recently hired a company called Brand Integrity! to assist us in linking those corporate values to real behaviors – like smiling and speaking at eye level and making time to share a laugh with others. Close to 80 percent of active employees took a survey to let us know how we were doing as an agency in living out our values and they ranked us highest in the areas of Christian compassion and humor.

We’re still studying the results, but I know the survey information will help us strengthen our culture and our workforce. And that will improve the support we offer to people with disabilities.

 “The reason why I have stayed here with HCS is the relationships I have made over the years, the life lessons that touched my heart and the strong feeling of a second family.” – Karolyn Kowalski, manager at the home on Heim Road in Williamsville

“The warm environment and positive people make work almost like a social event where you are supported constantly by those who want to see you grow personally and professionally. … Time and time again, I personally, have found inspiration and encouragement from (the people we support), even if they are not able to verbally communicate this. What a blessing Heritage Christian has been.” – Andrey Khabursky, assistant manager at the home on Stone Road in Pittsford

 

 “There are many reasons why I have stayed working at Heritage Christian this long, other than just the great benefits the agency offers to their employees.  I like the fact that we work hard at maintaining our culture over the years and I have felt like Heritage Christian has become like an extended part of my family. We believe in promoting growth within the ranks. …The many life lessons learned in this career has enriched my life on a daily basis.” – Felipe Rios, manager at the home on Salt Road in Webster

 Enjoying the relaxing time to reconnect at Camp Pioneer 2013.

Celebrating family night at Camp Pioneer Reunion 2013.

HCS staffers support the behind-the-scenes work that makes reunion week successful.

 

29 Years of Unwavering Dedication

 

Marisa Geitner and Anne Scoppa have known each other for close to two decades. They are proud of Heritage Christian's history -- and look forward to its future.

By Marisa Geitner, president & C.E.O. of Heritage Christian Services

This month we celebrate 29 years as an agency – 29 years of relationships, accomplishments, and advocacy. 

Our numbers have grown, and our properties and programs have expanded. But the real measure of our agency’s success has been its unwavering dedication to the people we support.

At a time when people with developmental disabilities rarely traveled, we took people to Disney World. At a time when people spent their days assembling widgets, taking them apart and reassembling them, we created day programs that offered meaningful activities and opportunities to learn and give back by volunteering. 

In a country that barely recognizes its citizens with disabilities; we’ve been teaching and modeling with each mission trip. Every year, teams of volunteers travel to Guatemala with close to 900 pounds of gifts in their luggage – and love in their hearts for all of God’s children. Last year we sent 250 wheelchairs, along with crutches and walkers, to Hope Haven International for distribution to people in need around the world.

And at a time when Medicaid is changing and funds are shifting? We’re at the table with decision makers and we’re shaping policy.

It’s who we are and who we’ll always be. We have a history to be proud of and a future of innovation to look forward to.

The greater the measure of our accomplishment is the greater the Glory to our Lord.  It is through Him and with Him that this ministry grows.

Creating a future that's mission-focused

By Marisa Geitner, president & C.E.O. of Heritage Christian Services

Any time your budget is tied to government funding, there will be fluctuations in funding.

This year we’re facing a budget cut, and our reimbursement rates haven’t been adjusted for inflation in several years. We’re also figuring out how to adapt to a Medicaid system that’s being completely redesigned, meaning how care is coordinated– and what it will pay for – will be vastly different than what we’re used to. Plus, the state is working on standardizing its reimbursement rates. So, for example, an agency that provides the bare minimum in its day programs and an agency that enriches its day programs will be paid the same.

It’s natural to have concerns about changes in our funding. It’s healthy to wonder. But we need to focus on the task at hand – creating a future that’s as much about our mission as it is about the numbers.

• We have many people in need; we must create supports and services that remain relevant as the system changes.  Our services must be individualized, flexible and affordable.
• We are collaborating differently with similar agencies to prepare for the Medicaid redesign and may begin to share services as a means of directing even more dollars to our care.
• We’re fortunate we have employees whose high quality of care makes it possible for the Heritage Christian Foundation to continue to grow.  That money, a savings account of sorts, is a resource for the agency now and will steady us in the future.
• We will continue to invest in those employees because they create the culture that is the Heritage Christian difference.

Employees at Heritage Christian often support people as they build relationships and volunteer in the community.

Our competitive advantage is the power of prayer and commitment to a common purpose. Together – with God’s guidance – we’ll weather this change and thrive as we meet the demands of those in need with the highest quality supports and services.

Any ministry that’s not constantly reforming isn’t living up to its full potential. And we won’t settle for anything less.