Reception
What is the proper Charter greeting when answering the phone?
Remember to speak clearly with a smile in your voice!
1. “Good Afternoon.”
2. “Thank you for calling Charter Senior Living of Fredericksburg.”
3. “This is ______.”
4. “How may I assist you?”
Where do you go to find out "where" fire alarm is coming from?
Fire panel. 1 per floor. Vestibule, wellness, therapy
What is the acceptable longest wait time for a call bell to be answered?
15 minutes
What is the numerical value of a prospect?
$80,000
How should you serve a resident in the dining room?
Greet guests.
Take beverage orders. Learn your resident's names and always give them a choice!
Return with beverages, take meal orders.
Serve food in the following order:
Appetizer, soup, salad, entrée.
Check in on your guests:
Be specific – i.e. ‘How was your lasagna?’
Anticipate needs (beverages, condiments, etc.).
Clear dirty dishes as service progresses.
Thank guests.
If a resident is in the lobby and they need help using the restroom, what should you do?
Encourage the resident to press their assistance button or press it for them. You can also ask for caregiver/nurse assistance on the walkie for the resident in the lobby (do not say to use the bathroom over the walkie), only that the resident needs assistance.
What does it mean when the light is on above a resident room?
Smoke detectors are activated in that room.
If you are busy with a resident and another one of your residents are ringing, what do you do?
Communicate and work together as a team to answer and help the resident within 15 minutes.
What is the purpose of a tour?
To invite a family into our community, to learn more about them, and show them why their loved one should call Charter home.
How can you help a new resident feel welcomed in the dining room?
Help new residents adjust and meet others!
What do you do if you are on a phone call, and you don't know the answer to a question being asked?
NEVER SAY I DON'T KNOW! We are all here to help all of our callers! Tell the caller "I will find out the answer for you." and ask permission to place the caller on hold.
Be a problem solver and find out the information for the caller! If you can't find the information, take their name and phone number with their question, contact the manager of the day or your supervisor to find the answer, then call them back.
How should you report a nonemergency building issue regardless of if ESD is in the building?
Tels work order. Nurse call phones have it. Front desk has it. Managers should have it. New orders should be set to high priority. Never critical.
What should you do if a family member has a medical concern about their loved one?
Alert the nurse immediately! Always best to have the family member speak with the nurse directly. Make sure you document their request and pass it along in shift report!
How should you greet a family on a tour?
Give them a warm welcome, good morning/afternoon, with a smile on your face.
Where do activities take place and how many activities are available for residents each day?
Lobby/Cafe, Back Patio, 3rd Floor Activity Room
6-8 a day usually from 10am-4pm
What is the process for placing a call on-hold & transferring?
1. Ask permission to place the caller on hold.
2. If it takes longer than 60 seconds, return to the line to let the caller know that you have not forgotten them!
3. Tell them who they are being transferred to: “I am connecting you to Janel, our Sales Director, she will be happy to assist you.” Or “I am connecting you to Connie, our Manager on Duty, she will be happy to assist you.”
4. Be sure to transfer to the appropriate representative!
What should you do if a toilet or sink is suspected of leaking?
First Turn off the stops to stop the water, Second call Dean, Third clean up water. Use towels, mops, wet vacuum. Put out some fans after. It limits disruptions. Saves building components. Limits damages.
What should you do if a resident or family member needs help and it's not your job?
NEVER TELL THEM IT'S NOT YOUR JOB! Depending on the situation, you may be able to help even if it's not your job!
Tell them you will find someone who can help as soon as possible!
What can YOU do to interact with a tour?
Introduce yourself, share how long you have been working here and why you enjoy serving seniors.
What should you do if a resident does not like their meal?
Know your menu and offer them an alternative!
What do you do if the person the caller is trying to reach is unavailable?
Do not say things like: "She isn't here", “He’s at lunch”, “ She’s busy.”, "she's taking her dog to the vet."
More appropriate is: That, unfortunately, the person is not available (no other info needs to be given). Ask if someone else can try to help them, if so, find the MOD or another manager to take the call/visit. If not ask if you can put them through to the persons VM.
Where is the best place to find fire extinguisher in the building?
On either side of a fire door.
When should you call a resident's RP?
The nurse calls a resident's RP to communicate changes in medication, new orders, behaviors, running low on medications, ect.
Who can be a referral source?
EVERYONE, if a prospect you refer moves into Charter you will receive a $500 bonus.
What kind of activities do residents participate in?
Active, Educational, Spiritual, Meaningful, Creative, Fun, Engaging, Entertaining, Community Building