Download the full Annual Report with financial reports for FY 2019 here.
Looking back over the past months, I can say with great confidence that it has been a year full of progress. Some of it came from the momentum started in 2018 by the unified Covia brand, while other aspects have resulted from a strong strategic focus and our willingness to make difficult decisions. I can proudly say that we are positioned for a future where we can help more seniors live well and age well no matter where they call home.
In February, the Covia Communities Board made the difficult decision to close one of our communities — Los Gatos Meadows. We have long had a goal to redevelop this community to better support the needs of our residents. As we began our evaluation of this long-term plan, we uncovered some safety issues at the campus that accelerated our timeline. Since arriving at the decision, our focus has been on supporting and relocating the residents and fulfilling our commitment to our staff. Soon we will begin the preliminary work of redevelopment. We are committed to staying in Los Gatos with a reimagined approach to community living.
Our year-end financial results as of March 31, 2019, show continued stability and strength as outlined in the audit results in this report. This has been further reinforced by the reaffirmation of our A- rating with a stable outlook from Fitch. Even with the one-time costs for the closure of Los Gatos Meadows, Fitch recognized the operational consistency and strength we continue to demonstrate. Their confidence is a strong signal for a bright future.
One of the important commitments we are making as we move into the future is technology. Over the past year, we have continued to implement software platforms that help us improve the services we provide. From a more efficient electronic health record system, to a new human resource information system, to a refined customer relationship management system, we have invested to create solutions for our residents and employees alike.
And it was our employees that achieved one of our greatest accomplishments this past year. We were once again named a Great Place to Work. Because this certification is based wholly on employee feedback, it says a lot about the success of the efforts we have been making. I am thrilled that our team members throughout Covia, from Support Services to every community and program, feel engaged and committed in helping us fulfill our mission. They are the heart and essence of what we do and how we can make a difference.
Expanding the number of people that we touch was also a core focus over the past year. From high occupancy at our communities to signing a management contract for Friends House, a Life Plan Community in Santa Rosa, to increasing participation in our Well Connected program and launching Well Connected Español, we are involving more seniors. Add to that Home Match launching in other geographies and making ever more shared housing matches, and the measures of progress are truly profound.
We also piloted a meaningful sustainability initiative started by our residents — CoviaGreen. The brainchild of the Green Action committee at St. Paul’s Towers, CoviaGreen involves a pledge by residents and staff to live more sustainably and consider elements of environmental justice in our community planning. The program is slated to roll out to all of our communities and programs in the coming year.
From financial progress to community progress to progress for the environment, this past year has been one of commitment, engagement, and forward movement. I am grateful to the Covia staff, our leadership team, and our Boards for all that we have accomplished this year. Together we have established an incredibly strong foundation for progress and growth.
Each year, Covia sends candidates to LeadingAge California’s EMERGE program to build and develop their capacity for leadership and to help them network with other leaders in the Aging Services field. This May, Rosa Torres, Human Resources Manager for Los Gatos Meadows, and Cammille Lo-Li, Regional Social Services Manager for Covia Affordable Communities, are graduating as members of the class of 2019, and Maggie Youssef, Health Care Administrator at St. Paul’s Towers, will join the class of 2020.
“EMERGE is a year-long program to help candidates reach their potential in their organization to successfully lead innovative programming within their organizations,” explains Jerry Brown, Senior Director of Covia Affordable Communities, who helped establish the statewide program and has served as a coach for the past four years.
Brown explains that EMERGE fellows “can be any level of employee. It doesn’t have to be a CEO. It can be a maintenance person or a nurse, which I think is the wonderful thing about it. The supervisor sees the value that you have as a leader – that you can be a leader, not necessarily in the current job you have, but for the organization in some way.”
Lo-li first heard about the program while working at another organization in 2011. “I got that opportunity back then when I was first on the job as a Resident Service Coordinator. But I put it on hold and things kept holding me back [from participating]. So I’m glad that as soon as I was employed by Covia, I got a call saying, ‘Hey, Cammille, we want you to participate.’”
Youssef explains, “I applied for the EMERGE program so that I can professionally grow as a leader, build long lasting professional relationships with other leaders from other organizations and network with other fellow EMERGE members.” For Youssef, “Although I’ve worked in the Long term Care industry the last 25 years, I believe that there is so much more to learn. It is an ever evolving industry. The EMERGE program can help me improve on the skills I already possess and develop other skills I need to become a better leader in the industry.”
Participants in the program meet in person four times a year, participating in site visits at LeadingAge California member communities. They read and discuss four books on leadership development, and participate in monthly team calls between sessions. Each participant also creates an Action Learning Plan, or ALP, to apply what they have learned and bring it back to their workplace.
“It’s a training to help you lead, but it’s not only that,” says Torres. “I feel that this year has helped me to understand people in all their diversity, how to deal with them, how to communicate, how to address employees properly.”
Torres’ ALP involved building a more inclusive culture in her community. “The first thing I did was instead of saying ‘Staff Meeting,’ I changed it to ‘Team Meeting.’ And you know, believe it or not, that Team word made a big difference for some employees. I had people from the Environmental Services department tell me that this was the first time that somebody saw them as part of a team.”
Lo-li is developing a social work mentorship program “by shadowing current employees in different positions, getting their interest in the aging services field.”
The ALPs are not just theoretical projects, but actually get carried out and have an impact on the participants’ organizations. A previous EMERGE fellow implemented Covia’s comprehensive, organization-wide online Accounts Payable system as her ALP.
In addition to what participants bring back to their organizations, “I got really good friends and I appreciate the training because of that,” says Torres. “You learn a lot of things about yourself, about your job, about the people around you.”
As a coach, Brown says, “I like hearing everybody’s personal stories. I like seeing the best practices when we go visit sites. There’s some really wonderful programs out there, innovative things. Covia has some of the most innovative programs within the whole membership of LeadingAge California. We should be very proud of that.”
“I’m really glad that Covia continues to support the program and that Cammille and Rosa both were able to get through the program this year and graduate, and I hope that they encourage others to do so too,” says Brown. “We have to remember that it’s not a cheap program. You are getting the support of your supervisor because you’re not at work. Other people have to fill in for you while you’re away. And so Covia’s really making an investment in your leadership, allowing this education. You’re being honored, I would say.”
“I wish that every employee, every colleague would get to attend, just to get the experience of it,” says Lo-li. “It’s an adventure ride.”
Los Gatos Meadows announced today that, after reviewing the findings of a rigorous facilities assessment, it will begin the process of closing the senior living community, concluding that continuing operations in their present form is too great a safety risk for residents and employees.
“Providing quality care and a safe and pleasant community is our core commitment to our residents,” said Chris Ichien, Executive Director of Los Gatos Meadows. “Because of risk factors uncovered during a recent independent facilities assessment of Los Gatos Meadows – particularly the increased likelihood of a fire disaster that we cannot mitigate – we have concluded that we must begin the closure process immediately.”
In 2018, Los Gatos Meadows’ parent company, Covia, retained an independent firm to assess Los Gatos Meadows’ facilities and what would be required to keep the buildings safe and operational. Covia believed the findings would help them determine what improvements would be required to ensure both the safety of residents and employees and that residents could continue receiving excellent services and care.
“Through the facilities assessment, we learned the now outdated safety standards used in Los Gatos Meadows’ construction almost 50 years ago pose a high risk today,” said Kevin Gerber, President and CEO of Covia. “The risks this assessment uncovered, while not imminent, when taken all together are so significant that we concluded that we must close Los Gatos Meadows.”
Of the numerous categories reviewed during the assessment, more than a quarter were found to pose a significant risk, including some that materially impact the operations of the community, and even more that pose a high risk of injury to residents. Those of most concern involve fire safety, and particularly the elevated risk of fire starting within existing structures, accompanied by compromised accessibility for fire response services.
The closure date is not yet final, but Covia has tentatively proposed the complete closure to occur September 30, 2019. California law requires a minimum 120-day notice for the closure of any senior living property. Covia is working on plans that would extend that timeframe to give its residents additional time to secure new accommodations with comparable services and care.
“We know this decision will have significant impacts on our residents, their families, our employees and our community,” Ichien said. “We will do everything in our power to ensure the transition is thoughtful and as smooth as possible.”
Covia has pledged to work with each resident and their family on an individual basis to develop a transition plan tailored to the resident’s needs. Covia is committed to finding an alternative residence within another Covia community or with a community that can provide residents with comparable services and care and is working to address the financial impact to residents caused by the move.
Covia is also committed to supporting employees to ensure their transition from Los Gatos Meadows is as easy as possible, including providing severance packages and job search assistance. Covia will continue to operate El Sombroso Oaks in Los Gatos.
“We care for each and every one of our residents and employees and understand the concern and anxiety this news may cause them,” Ichien said. “Please be assured that we are doing, and will do, everything we can to take care of them during this transition as our commitment to them has not wavered.”
To observe National Assisted Living Week, Laura Darling, Senior Director of Communications, talked to some of our staff to explain more about this misunderstood part of community life.
LD: What do you wish people knew about Assisted Living?
Barb Fischer, Director of Resident Health Services, St. Paul’s Towers: Many people think that Assisted Living refers to a nursing home. I want people to realize that Assisted Living communities are just like Independent Living communities, except assistance of different levels can be provided in their apartment and staff are available 24/7.
Lucy L. Ascalon, RN, Assistant Director of Resident Health Services & Assisted Living Manager, San Francisco Towers: I wish people knew more about Assisted Living, how we take care of people and what other services we provide as a whole.
Charmaine Verador, Director of Resident Health Services, Los Gatos Meadows: One question that always comes up is “Do I have to share a room?” Our assisted living residents, just like independent living residents have their own apartments that they enjoy privately.
Our assisted living residents mingle and socialize with independent living residents because really, there is not much difference. They have the same apartment settings, go to the same dining room and activities as they can tolerate. Residents in assisted living are only getting assistance so that they can continue with their daily lives.
In Assisted Living we do not take over everything. We personalize our care according to what they need. For example if the resident is still able to shower but will need medication management, then we encourage their independence on the shower task and assist with their medications.
LD: My sense is a lot of people are afraid of moving from Independent Living to Assisted Living. What would you like people who feel that way to know about Assisted Living?
Barb Fischer: This is totally true! I always joke about our independent living residents hiding when they see me coming down the hall as they are fearful I want to move them. I really don’t have that desire at all! I want the residents to stay in their apartments as long as possible and have help there if they need it. That is the great thing about the whole community being licensed, which allows residents to receive care or assistance in their Independent Living apartment just like Assisted Living. It gives us the ability to provide assistance in their apartment for longer periods of time.
Lucy L. Ascalon: I think the reason basically that they are afraid of moving to Assisted Living is that they believe they will give up being independent. But I would like the residents to know that we also can extend their being independent by assisting them and keeping them safe and sound, by having somebody 24/7 that checks with them all shift.
Charmaine Verador: Residents feel like they are losing their independence when they move to Assisted Living. But when a resident needs assistance, it is because they have a hard time safely completing some but not all of their activities of daily living. Most of the time, it takes all their energy and effort to accomplish one task that in the end they are no longer able to do anything else for the day because they are too tired. For example, I have a resident that took 2 hour showers because he had a hard time reaching over, getting in and out of the shower, and picking his clothes from the closet. When he moved to Assisted Living, it seems that he had more energy walking to the dining room for meals, and he gets his shower done faster and more efficiently. He is able to go to activities and has thrived well in Assisted Living – better than when he was in Independent Living. He now also appears worry free and is enjoying more activities.
LD: How do you support people who make the move from Independent Living to Assisted Living?
Barb Fischer: In the event the move to Assisted Living is necessary, we always look at the pros and what the benefits are to living on a floor with staffing 24 hours a day. Sometimes it makes more sense for the resident to reside in an Assisted Living apartment based on their needs.
Lucy L. Ascalon: We give them our 100% support in any way we can.
Charmaine Verador: Although it is not required by licensing, we have a nurse 24 hours that checks on the residents when needed. Once they move to Assisted Living, the nurse would visit them more frequently in the beginning just to make sure that their needs are met and that they are settling well. I also visit them during the first day or first few days to see how they settled in.
We have continuity of care meeting every week and we talk about the care of the resident that has just moved to Assisted Living (i.e. are they adjusting well, etc.). During monthly meetings, the staff contribute their feedback and observation about new resident in Assisted Living and we come up with an action plan if there is a need. If needed, we follow up with a care conference. We also check in with the family and see if there is anything else we can do.
LD: What else would you like to share about your work or about Assisted Living in your community?
Barb Fischer: I believe the key to creating a happy assisted living community is letting the residents be involved in their care, keep them as independent as we can for as long as possible, and consistent communication with families. For the families, it’s all about the details. As long as we get the details right and our resident feels safe and secure, we are good!
Lucy L. Ascalon: For me I love what I do, I love serving people and I feel productive every day knowing that I am able to help the staff and the residents.