1. Practices In Excellence: Preparing Residents To Move Out Practices In Excellence: Preparing Residents To Move Out Employee Training

2. Learning Objectives Move-out Criteria Ethical Behavior Policies and Procedures Resident’s Right To Appeal Customer Service

3. Resident Turnover Almost half of the residents living here today won’t be living here one year from now.

4. Understanding Move-Out Criteria Distinguishes assisted living services from other long term services. Covered by state assisted living regulations.

5. State Regulations Define Conditions and Circumstances of Move-Out Criteria [ Insert your state’s condition/circumstances such as: Transferring resident requires two people. Resident’s dementia results in uncontrollable wandering or elopement. Resident requires 24-hour nursing care on an on-going basis. ]

6. Additional Move-Out Criteria [Insert residence’s move-out criteria if additional conditions or polices are not covered by state regulations. ]

7. Move-Out Criteria Reviewed Tours of community Admission process Assessments Changes in resident’s condition Behavior which risks the safety of others Financial issues

8. Ethical Behavior Marketing materials and spoken words should be identical. Our marketing material accurately conveys the actual care and services we provide. Review our marketing materials and become familiar with their content.

9. Ethical Behavior cont. You are our most important marketer. Each staff person’s interaction impacts the residence’s reputation in the surrounding community. Undisclosed or exaggerated information breaks trust with residents and family members.

10. Why Practice Ethical Behavior? Ethical behavior impacts the success of the residence. Ethical behavior is the right thing to do and we believe in doing the right thing. Remember: Honesty is the best policy. It’s okay to say, “I don’t know.”

11. Community’s Notification Process Administrator notifies resident and/or family about move–out during an in- person meeting. In most cases, the written notice is given at that time. The notification happens at least 30 days before the resident moves out. Administrator uses supportive language during the meeting. You should too. It’s okay to say, “We will miss you.”

12. Offering Resident Support Administrator will offer a list of facilities, moving companies or services, etc. We do not steer residents to a particular facility or company. Administrator asks residents how staff should inform other residents about their move-out.

13. Official Move-Out Notice Includes: The reason(s) for move-out, including facts and circumstances on which the decision is based. The date of move-out. Where the resident is moving. Tentative schedule of moving belongings. Resident’s right to appeal, which is included in move-out notice. Date for the return of the deposit.

14. Resident’s Right To Appeal Residents have the right to appeal the community’s decision to the [state agency, local ombudsman; community.] We provide information on where resident can file the appeal and the time frame for filing appeal. Administrator will notify ombudsman’s office when resident or family is dissatisfied.

15. Staff Meeting About Move-Out Details about resident’s move-out discussed. Move-out coordinators identified. Explanation of resident’s wishes. Say good bye to the resident. Review move-out procedures.

16. Who Coordinates The Resident’s Move ? [Insert name of staff who are move-out coordinators.] Explain role and responsibilities of coordinators involved in move-out.

17. Maintain Customer Service Maintain a positive attitude and offer assistance when possible. When a resident or family member expresses desire to remain, respond with our established statement. Notify the move-out coordinator and document these conversations in resident’s file.

18. Move-Out Day Maintain a positive attitude and be empathetic. Offer the resident or family member assistance with packing belongings, moving belongings on a cart, etc. Provide refreshments or meals. Walk the resident out of the community to their transportation.

19. Administrator Follow Up Call Administrator calls the resident, family member, or guardian after the move to ask: How is the resident doing? Is there anything we (the residence) can do or was there any missing documentation that the residence can send at this time? Was the move out satisfactory? If not, how can it be corrected?

20. Final Note Having a caring attitude, spending quality time, and listening to what the resident wants and needs, produces a successful transition and makes the resident’s final experience with us a good one.