Lisa Haglund was confident in her abilities to lead when appointed as permanent President and CEO of Heritage in May 2020, but as the COVID-19 pandemic gripped the world and presented struggles that few could have ever predicted in the senior care industry, she was presented with a new challenge—how to redefine the employee culture, address staffing issues shared by an entire nation, and direct the strategic future of Heritage in the midst of the most challenging days the company has ever seen.
“As an organization, we were challenged with overcoming operational challenges caused by a variety of circumstances, including decisions initiated by previous leadership, and the impacts of the COVID-19 pandemic. With faith, fortitude, and a newly realigned executive team, we have worked alongside all of our employees to implement steps to build a stronger, more viable, and sustainable future for those we serve. In accepting the challenges, and rising above, we have indeed become a new Heritage. As we recommit to the Heritage mission to serve all those entrusted to our care, we also are dedicated to our mission to serve our employees with the same level of faith, commitment, and compassion, which is now at the forefront of every decision we make.”
Haglund noted that some of those decisions were not easy, but were necessary to ensure that Heritage, and its vision to provide comfort, support, and security for seniors who choose to live in a Heritage community, was fulfilled. This including closing the doors of the Homestead Stables, which opened in 2018.
“Heritage has always been committed to putting the safety and well-being of those who we are entrusted to care for as our top priority. In keeping with our mission to provide a safe and healthy environment for our staff and those we serve, the heavy financial burden of initiatives executed by previous management, and the on-going regulations and circumstances of the COVID-19 pandemic, many difficult decisions across all of Heritage, such as suspending new construction projects and closing Homestead Stables were necessary in order to put the full focus on ensuring our residents experience the highest quality of care, while our staff have the resources needed to perform their jobs to their best of their ability each day,” Haglund stated.
Heritage has prioritized projects and strategies that will ensure the future vision of the organization while supporting their workforce and the individuals they care for. Ranging from increased hazard pay for all employees, innovative staffing solutions, employee meal programs, bringing therapy back in house from a contracted vendor to improve standards of care, and improving information technology and communication systems, Haglund and her team have systematically reviewed every aspect of the business, while continuing daily to target new opportunities to improve life for those they both employ and serve.
She continued, “Heritage is evolving to provide a revitalized employee and team culture as we rebuild a strong future. We have a strength in our workforce that should not go unrecognized, and every role matters, which is something we discuss more now than ever, after experiencing the COVID-19 pandemic, and its effect on our staff.”
Facing almost daily regulation changes at both state and federal levels designed to keep the senior residents in Heritage communities safe and healthy, her employees have worked around the clock throughout the COVID-19 pandemic. Haglund said that the executive team recognized that the stress and sacrifice was taking its toll on their employees, who in the midst of caring for their residents, were beginning to struggle with their own morale. She shared that Heritage has created resources for their employees to help cope with these feelings by offering services such as in-person and virtual counseling options, pastoral services, flexible attendance policies and procedures that recognize challenges their employees face, and implementing a support and mentorship system for new employees. The organization has also begun rolling out a phased program at all of their communities, as they emerge from the pandemic, that will focus on taking care of all residents, families, and employees through a mind, body, and soul approach, known as The Heritage Experience.
“The Heritage Experience encompasses, most importantly, the belief that at Heritage, we embrace our faith-based roots, love comes first, and no one walks alone. For our residents, for our employees, for all we serve, we are striving to offer an environment of peace, joy, friendship, comfort, and security in everything that we do. We recognize that every life we touch has a story, and is worthy of love, respect, and honor. Our faith in God’s plan for Heritage is strong, and is central to how we now operate at every level.” she stated.
Haglund concluded by sharing that she believes Heritage is poised to enter a new era with a renewed sense of purpose and vision. “While the past 18 months and the pandemic have been difficult, we also see a great opportunity—to evolve, innovate, and ensure our cherished Heritage mission remain strong for many years to come. What a blessing it is to serve alongside teams who have come together and recognize that now is our moment to shine.”