Category 1
This standard requires you to greet others warmly and acknowledge them with your eyes as soon as you see them.
Greet you with a smile and make eye contact?”
This expectation reminds you to use a resident’s preferred name every single time.
What is “Use your name always?”
This standard means responding quickly, instead of making someone wait unnecessarily.
“Address your needs with a sense of urgency?”
This standard means doing every task wholeheartedly and with pride.
What is “Put my heart into everything I do?”
This commitment requires you to protect every resident's dignity and safeguard confidential information.
What is “Respect your privacy, dignity and confidentiality?”
This rule involves answering incoming calls by the third ring and doing so pleasantly.
What is “Answer the telephone within three rings and with a smile?
This standard encourages empowering residents by reducing limitations and providing options.
What is “Give you as many choices as I can?”
This standard ensures residents feel protected physically and emotionally at all times.
What is “Maintain a safe and secure environment for you?
This expectation asks you to help keep the surroundings tidy, comfortable, and welcoming.
What is “Do my part in keeping the environment pleasant?”
This standard means addressing any problem a resident reports—no matter how small—until it is solved.
What is “Resolve any of your concerns?”
This rule states you should never offer excuses when something goes wrong—only this.
What is “Give no excuses — apologies only?”
This standard means thinking ahead and meeting residents' needs before they even ask
What is “Anticipate your needs?
This expectation reinforces teamwork by reminding staff that collaboration is essential.
What is “Be part of the NHC team — there’s no ‘I’ in team?”
This standard means never committing to something you cannot follow through on.
What is “Only make promises to you that I can keep?”
This expectation requires professional appearance that reflects NHC’s grooming rules
What is “Be neatly dressed and well groomed according to NHC standards?
This standard tells you to prioritize residents’ needs even if it disrupts your personal workflow.
What is “Respond to your needs rather than maintaining my schedule?”
This rule means showing empathy first in every interaction.
What is “Use compassion as my second language?”
This standard requires you to personally guide or assist residents to where they need to go.
What is “Escort you to your destination?”
This expectation means treating every issue a resident brings up as important
What is “Recognize that all your concerns are major?”
This standard focuses on keeping morale high and interactions uplifting.
What is “Maintain a positive attitude?