Process Improvement in Retirement Communities

Apr 18, 2024
2:00PM to 3:00PM

Event Categories Business and Webinars

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Date/Time
Date(s) - 18/04/2024
2:00 pm - 3:00 pm

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McMaster Continuing Education and the Ontario Retirement Communities Association have partnered to offer a one-hour webinar on Process Improvement in Retirement Communities. Gain an understanding of how process improvement is already embedded in the many regulations that Retirement Communities are subject to and how to expand existing strategies to create a culture of Process Improvement to empower staff and enrich the resident experience.

Speakers: Michael Ayers and Carla Keogan, Instructors from McMaster University Continuing Education Retirement Community Management Program.

We can’t wait to connect with you – register today.

Meet Your Hosts

Michael Ayers

Michael Ayers has been involved in senior care and hospitality throughout Canada and the United States for 40 years. He has been an administrator, vice-president of operations and owner of long-term-care and retirement communities and is now an adviser to the retirement home industry as a consultant.

Michael has also been an accreditation surveyor, board and committee member and presently an educator with the Ontario Retirement Communities Association, which represents over 700 retirement communities in Ontario. Throughout his career, Michael has provided educational opportunities for thousands of retirement community staff and managers through in-person and web-based educational presentations. He is a passionate advocate for seniors and for managers and staff who have chosen senior care as a career.

In mid-career Michael honed his hospitality skills as the owner/operator of a small cottage resort, bed and breakfast and apple orchard in Prince Edward County, Ontario. Michael now lives in Ontario cottage country where he and his wife adopt senior dogs who need a loving home.

RCM 103 - Retirement Community Management

Michael Ayers

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Michael Ayers

RCM 103 - Retirement Community Management

Michael Ayers

RCM 103 - Retirement Community Management

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Carla Keogan More Information

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Carla Keogan

Carla Keogan has supported Retirement Residences with Quality Improvement, Compliance and Education Programs for over 12 years during her role as Regional Quality & Education Manager with Sifton Properties Limited. She has in-depth knowledge related to policy & procedure development and regulations that applies to Retirement Residences under the RHA. Carla has a specialized operational focus in payroll, resident billing, clinical documentation, preventative maintenance, housekeeping routines as well as being the trainer and point person for the various software programs used in the Residence and across the Organization.

Carla has been a member of the Ontario Retirement Communities Association’s Education Committee for over 10 years and is an advocate for quality senior care and experience.

Carla has transformed her quality and education skills into a passion for Customer Experience and recently became a Certified Customer Experience Professional through the Customer Experience Professionals Association. In her current role as the Customer Experience Manager for Sifton Properties Limited, she is developing the Customer Experience foundation and strategy for all Business Units across the organization.

Teaching and training in the adult learning space is very rewarding and comfortable for Carla. She enjoys being a part time Professor at Fanshawe College in London, Ontario and has been teaching Customer Experience Management in the Food & Beverage Management Program for the School of Hospitality, Tourism and Culinary Arts one evening a week since September 2022.

Carla has a Bachelor of Science in Engineering degree from the University of Guelph and spent the first 12 years of her career working for Labatt Breweries of Canada in multiple roles across Canada; Management Trainee & Supervisor, Quality Control Manager, Management Systems Specialist and Regional Training Manager. She resides in London, Ontario with her husband and two teenage children and enjoys competitive golf and curling.

Process Improvement in Retirement Communities

Apr 18, 2024 2:00PM to 3:00PM

We can’t wait to connect with you – register today.

Michael Ayers

Carla Keogan More Information

Retirement Community Management Program

Apr 18, 2024
2:00PM to 3:00PM