Delivering a Personalized Experience
Partnering in our Success
Leading by Example
Demonstrating Excellence
Sharing our Knowledge & Expertise
100

Paying close attention during shift report to ensure quality care is provided to all Residents


What is take time to listen to and understand others? 

100

Misty typically is an Aide in SNF. Upon arrival, she learns that Assisted Living has a no show and her Department Leader re-assigns her department for the day. Misty heads over to AL and makes the most of her day.

What is be flexible and adapt to changes? 

100

Fran's family is awaiting your call that you promised. You have ben tied up with Resident care and had an unexpected fall to document and work through, but you make sure that by the end of your shift Fran's family has the update they have been waiting on. 

What is do what you say you will do?

100

Sally sees that a Resident is a 2 person assist and ensures that she has another aide before transferring them. 

What is ensuring the safety of self and others? 

100

Will sees a new RA struggling to change a brief. Will approaches the newer RA and shares what he does to save time and best meet the needs of the Residents.

What is proactively share knowledge and expertise to help others? 

200

Knowing a Resident's coffee order and preparing in advance.

What is anticipate customer needs and meet them? 

200

Ann, a driver, notices there has been red juice spilled all over the carpet. She quickly finds a cloth and cleaner to begin cleaning it up. Ann then notifies the housekeeper so they can go back over the spot with the carpet cleaner when time allows. 

What is help and support others within and across departments, locations, and services? 

200

Your department leader calls you regarding an investigation. You do not want your co-Partner to get in trouble, but know they did not complete checks and changes as necessary. You speak up, truthfully sharing your knowledge with your leader. 

What is communicate in an open, honest, and respectful manner? 

200

Mark watches the weather and sees that bad weather is on the way! Mark makes sure he leaves in time to get to work on time and clocks in with a smile on his face eager to see the Residents.

What is be on time and ready to work? 

200

Sandy stops in to visit her aunt in Assisted Living and asks about the different levels of care, wondering where her Mom may fit in. Erica, a LPN, explains each level of care to Sandy and offers her the business cards of the Marketing Team. 

What is understand what Otterbein does and share with others? 

300

Welcoming a Resident family warmly and personally as they arrive for a visit.

What is create eye contact, smile, and greet people by name? 

300

Allen hits his call light, needing help with toileting. Sue, a RA, see's that his call light is on and goes in to his suite to attend to his needs within 3 minutes.

What is follow up to ensure requests are addressed in a timely manner? 

300

A Resident comes to you to complain about another Resident. While making the Resident feel heard, you redirect the Resident and encourage them to see the good in each other and Otterbein.

What is speaking positively about Otterbein, each other, and our customers? 

300

Allie sees that a Resident has been exit seeking and immediately works to redirect, engaging in a group activity. This engagement led to a decline in expressions.

What is identify opportunities for improvement and take action? 

300

Ellen has been a RA for two years and feels she is ready to take the next step- reaching out to HR about completing CNA courses at Ehove.

What is continually seek to improve your skills and knowledge?

400

Learning about sports to engage with a Resident who loves THE Ohio State Buckeyes. 

Engage in activities and conversations that are meaningful to others. 

400

After lunch, daily, you make it a point to thank the Culinary department for providing a meal for Partners. 

What is appreciate and acknowledge the contributions of others?

400

You have noticed that Gilbert, a Resident, has been struggling remember things that he typically knows. You share with your charge nurse what you have identified and recommend an evaluation for Music and Memory and Milestones. 

What is speak up, respectfully sharing ideas and opinions? 

400

When exiting an office or unoccupied room, lights are turned off when unneeded.

What is be responsible in using resources? 

500

Fred is a Resident who is hard of hearing and utilizes a wheelchair for mobility. When approaching Fred to discuss lunch options, you take a knee which allows you to look him in the eyes and speak clearly and concisely with appropriate volume. 

What is respectfully interact with customers at their pace and level? 
500

Adelynne always clocks in with a smile on her face. She does the very best she can to care for the residents and work with her co-partners, and answers all questions to the best of her abilities. 

What is take personal accountability for the quality of your work?

M
e
n
u