1. Residential Care Services Carl I. Walters II. Director
Aging and Long-Term Support Administration

2. Senior Management Team Infrastructure
Carl I. Walters II., Director
Bett Schlemmer, Field Operations Office Chief
Lisa Yanagida, Policy Unit and Training Office Chief
Scott Bird, Business Operations Office Chief
Loida Baniqued, HQ Operations Office Chief
Tim Hoekstra, Compliance Office Chief
Shirley Steiner, Region Administrator, Region 1
Elizabeth Donovan, Region Administrator, Region 2
David Moon, Acting Region Administrator, Region 3
Washington State Department of Social & Health Services

3. Residential Care Services Mission
To promote and protect the rights, security and well-being of individuals living in licensed or certified residential settings.
Washington State Department of Social & Health Services

4. Residential Care Services Overview
Directors background
General operating budget: $34 million
FTEs – budgeted for 307.5
7 Field offices
Washington State Department of Social & Health Services

5. Divisional Organizational Chart
New reorganizational chart moving towards implementation
Washington State Department of Social & Health Services

6. Core Leadership Principles and Philosophies
There is fundamental difference between managing and leading
As a leader, once a problem or challenge is brought to our attention, we own the problem and we work tirelessly as a team to resolve the problem
We respond to our internal and external customers in a timely, appropriate and respectful manner
We work diligently to meet established deadlines
We work as a team. Oftentimes the best decisions are not made in isolation but rather through inclusive dialogue with the people who know best how to solve a problem
Washington State Department of Social & Health Services

7. Core Leadership Principles and Philosophies
True effective leadership is skilled at working collaboratively in a mutually-respectful, mission- driven/focused matrixed learning environment.
Washington State Department of Social & Health Services

8. RCS Strategic Imperatives
Move from reaction-based to strategy-based Resident–centered, customer service-oriented operational model
Development of core RCS performance scorecards (through enhanced business intelligence report generation capability/capacity)
Operationalize performance metrics consistent with federal, state laws and strategic goals
Bring up a more formal RCS QA/QI program infrastructure
Look for ways to better leverage technology to help improve RCS operational efficiency/effectiveness
Washington State Department of Social & Health Services

9. RCS Strategic Imperatives
Strengthen/stabilize Management team and infrastructure
Strengthen/stabilize RCS staffing (reduce global Divisional staff turnover)
Bridge a closer and more mutually respectable work rapport between Headquarters and the Field Offices
Bridge a closer and more mutually respectable work rapport with RCS internal and external stakeholders
Strengthen/stabilize our NH surveyor teams
Washington State Department of Social & Health Services

10. RCS Strategic Imperatives
Fundamentally transform the RCS Divisional culture to promote more transparency, collaboration/true teamwork, mutual respect, communication and elevated operational efficiency and effectiveness (we are breaking down the current Divisional “silos” that exists)
Need to enhance Divisional professionalism, unity and “warmth” (Rebrand divisional image)
Position Division to be agency employer of choice
Washington State Department of Social & Health Services

11. Residential Care Services Status Update
Field Office/HQs/Business Unit integrational strategy update
* Standing meetings expectations
* 80/20 rule implementation
* MBWA 25% rule implementation
Washington State Department of Social & Health Services

12. Residential Care Services Status Update
Divisional rebranding initiative update
Meeting with legislative officials
Meeting with facility CEOs
Meeting with internal stakeholders to drive enhanced intra-Divisional integration/customer service
Reinstituting standing provider stakeholder meetings
Washington State Department of Social & Health Services

13. Residential Care Services Regulatory Oversight
237 Nursing Homes regulated
543 Assisted Living facilities regulated
2,750 Adult Family Homes regulated
13 ICF/IID Facilities regulated
143 Supported Living providers regulated
Coming soon…Enhanced Services Facilities
Washington State Department of Social & Health Services

14. Residential Care Services Performance Metrics 7/2013-6/2014*
30,612 complaints processed
12,595 Investigations performed
266 IDRs conducted
198 NH facility surveys conducted (10/1/13 -09/30/2014)
341 ALF facility surveys conducted
1,916 AFH facility surveys conducted
*unless otherwise noted which dates are next to statistics
Washington State Department of Social & Health Services

15. Residential Care Services Performance Metrics 7/2013-6/2014*
13 ICF/IID facility surveys conducted
87 SL Provider certifications conducted
551 of BAAU applications processed (7/2013-8/2014)
6 Discovery/230 Public Disclosure requests processed
Washington State Department of Social & Health Services

16. Closing Comments Residents come first
Our work impacts thousands of families across this state
Desire to see Divisional infrastructure strengthened to play a larger agency role moving forward
Desire to align the Division to provide greater value- added agency customer service moving forward
Will continue striving for operational and customer service performance excellence
“Your customer doesn’t care how much you know until they know how much you care.” Damon Richards
Washington State Department of Social & Health Services

17. Closing Comments
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is a part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so.” Mahatma Gandhi
We remain “A Division on the move”
Washington State Department of Social & Health Services