11:00 a.m-12:30 p.m

1-A. Managing Rising Expectations in a Changing World

The world is changing, and the expectations of current and prospective consumers are changing along with it. How should organizational leaders and board members respond? This session will show you how your organization can collaborate with residents to meet their expectations while respectfully managing those expectations. Hear how executives at LeadingAge member organizations use communication, transparency, and resident education to engage in honest and open dialogue about what residents want from their organizations and what they can realistically provide. You’ll get tips to help you ensure that your conversations with residents don’t take on an “us-versus-them” tone. Don’t miss this opportunity to learn how to encourage residents to take a vested interest in the success of your organization and community.

• Melissa Andrews, President & CEO, LeadingAge Virginia
• Jill Vitale-Aussem, President and CEO, Christian Living Communities
• Nadia Geigler, CEO, The Admiral at the Lake
• Justine Vogel, CEO/President, The RiverWoods Group
• Toni Smith, Resident and Board Member, The Admiral at the Lake
• Verna Cavey, Resident/Educator, Clermont Park, CLC
• Kathleen Anderson, Board Member, The RiverWoods Group