Page 104 - How America's Best Places to Work Inspire Extra Effort in Extraordinary Times

Steering the Ship and Inspiring the Crew C91

Hoogeveen: In the last 18 months, we lost four of our six senior lead-
ers because of planned retirements or relocations. We were able to fill
those positions internally along with the jobs those internal candi-
dates previously held. In the midst of this we were going through
our review from the Commission on Accreditation of Rehabilitation
Facilities. Even though our leadership was in transition, we ended
up receiving our highest rating ever.

Q: We know the mindsets help you to create a great workplace.
How does that effort translate into providing better care to the
individuals with severe brain injuries whom you serve?
Elson: I think that quite simply put, if employees are truly happy in
their work environment, they want to ensure that everyone they work
with shares in the attitude. Taking pride in working for a great com-
pany that makes a difference in the lives of others makes it easier to
provide quality care to the residents. Our staff feel part of the bigger
“whole,” thus they take pride in building raving fans of the residents
and the families, thus contributing positively to that bigger picture.
They are also then positively reinforced for the exemplary job that
they have done, hopefully creating the opposite of a vicious circle.

Q: Our research tells us that companies with more engaged
workforces are better able to deal with a crisis, whether that is
an internal challenge or something like an economic recession.
Hoogeveen: If you do a lot of this mindset stuff right, it’s amazing
how many crises you avert. Nobody ever gives the maintenance per-
son credit for kicking the rag away from the furnace before he goes
home at night so the place doesn’t burn down, but that effort prevents
the crisis. This place is littered with people who do that.

Q: How do you support that behavior?
Hoogeveen: One way is not second-guessing people. I think a lot of
leaders beat this out of their staff by always looking over their backs.
They wonder why nobody stomps out the little ember that led to the
forest fire, but every time a crisis like that has happened in the past,