Grace Presbyterian Village

1. Nicole Gann Vice President of Finance and Administrative Services Nicole was promoted to Vice President of Finance and Administrative Services in 2005 and oversees the Accounting, Human Resources and IT departments. Prior to 2005, she led Grace’s Human Resources department. Since then, Nicole has developed a series of innovative orientation, in-service and development programs for the staff that have led to higher retention rates and stronger services for our residents. Following an extensive career in accounting, Nicole earned her Bachelor’s Degree from the University of Texas at Arlington, where she graduated cum laude. She is pursuing her Master of Healthcare Administration at the University of Texas at Arlington. ngann@gracepresmin.org Sabrina Porter, LNFAExecutive Director Sabrina joined the Grace staff in 1999 bringing with her more than 20 years of experience in health care. From lay minister to volunteer coordinator to best friend, Sabrina has an unrivaled love and commitment to Grace and is a jewel of the Village. Sabrina has been in long-term care all of her life, beginning as a nursing assistant, serving as activities director and licensed as an administrator since 1982. She is a member of Leadership Texas, alumni 1996. sabrina.porter@gracepresbyterianvillage.org Grace Presbyterian Village Nicole Gann Vice President of Finance and Administrative Services Nicole was promoted to Vice President of Finance and Administrative Services in 2005 and oversees the Accounting, Human Resources and IT departments. Prior to 2005, she led Grace’s Human Resources department. Since then, Nicole has developed a series of innovative orientation, in-service and development programs for the staff that have led to higher retention rates and stronger services for our residents. Following an extensive career in accounting, Nicole earned her Bachelor’s Degree from the University of Texas at Arlington, where she graduated cum laude. She is pursuing her Master of Healthcare Administration at the University of Texas at Arlington. ngann@gracepresmin.org Sabrina Porter, LNFAExecutive Director Sabrina joined the Grace staff in 1999 bringing with her more than 20 years of experience in health care. From lay minister to volunteer coordinator to best friend, Sabrina has an unrivaled love and commitment to Grace and is a jewel of the Village. Sabrina has been in long-term care all of her life, beginning as a nursing assistant, serving as activities director and licensed as an administrator since 1982. She is a member of Leadership Texas, alumni 1996. sabrina.porter@gracepresbyterianvillage.org

2. Sabrina Porter, LNFANicole Gann, PHR, MCHP

3. A culture is only as great as its people decide it will be and convincing employees to think beyond just a paycheck will require time, determination and creativity.

4. Creating Service Excellence • Created by endowing a workforce with a sense of ownership • Create a strong, attractive culture (results in great recruitment) • Create loyalty in employees and customers (results in lower turnover and more “word-of mouth” advertising) • Create an affect to the organization’s immediate and extended family

5. Litmus test for work/projects: • Will this program or initiative fit with our mission? • Will it help us provide superior service? • Will it reflect Christian values? • Will it improve the quality of life for our customers and our community?

6. GPM’s Elements of Excellence • TEAMMATES are our greatest and one true resource. We recruit, train and retain the very best. We treat each other with respect and reject rudeness. Our goal is to be the very best place to work in America by providing a creative, safe and wonderful work environment. • QUALITY & SERVICE EXCELLENCE - begins with agreed upon standards for every aspect of our care and services and creating the systems to consistently meet these standards. • MISSION DEVELOPMENT - we continue to strengthen our capabilities so we can successfully offer more care, programs and services to more people. • STEWARDSHIP - we are good stewards of the resources with which we have been entrusted. Everyone is accountable to ensure our resources are used wisely, conservatively and efficiently. As good stewards we must build a financially strong organization that guarantees the sustainability for our mission and ministry.

7. Fueling Employee-Driven Culture Change • Start at the top, but don’t let it end there • Tap into passion • Encourage maximum participation • Communicate openly and often • Create an environment of transparency • “No excuses” environment • Create sense of ownership • Perceptions of the organization are shaped by information that the community receives from a wide variety of sources

8. A Journey Together • Ever alert and passionate • Trust and respect for one another • Sharing commitment and one heart beat • The road is long and this is not a sprint

9. Journey Standards • It is so not about YOU (egos & selfishness are forbidden) • Prepare for Excellence • Lead by Example (smiles everyone) • One Heart Beat • Respect & Give the benefit of the Doubt to Each Other • Labeling Ends Today • Create Strategic Plan

10. We frame our strategic goals and initiatives by asking… • How do we identify and change habits that do not support good care? • How do we use lessons from other industries to improve our care and services? • How do we improve our ability to reduce pain and suffering? • How do we ensure we are the employer of choice? • How do we create and sustain a culture that leads to continuous improvement?

11. We will make certain our organizational capabilities ensure… • No needless pain or suffering exists in the communities we serve… • No helplessness felt by those we serve… • No unwanted waiting for those we serve… • No waste of resource or inefficiencies in providing our services.

12. Strategic Tools • No complex, lengthy documents • Communicate often and clearly, but keep it simple and succinct as possible • Effective communication is an art • Daily Service and Ministry Focus • Highlighting ideas or practices related to the values • Review key reports on operating data: clinical and financial • Review policies and procedures • Everybody makes a difference

13. More Strategic Tools • Department communication boards • Traditions • Employee forums • Bright ideas • Celebration of success through rewards and recognition • Find a reason to celebrate • Know your people

14. Our Vision Through Christian service we continually develop our mission strengths to serve more individuals, families and communities.

15. Our Mission Through Christian service, we provide exceptional care with grace and humility.

16. Grace Presbyterian Village Motto Empowering and Celebrating mature adults through a Christian ministry serving the physical, social and spiritual needs of our residents, staff and community with love , compassion and pride.

17. Our Values & Guiding Principles As part of Grace Presbyterian Ministries, we will through: • INTEGRITY– Maintain the highest ethical standards of behavior and character and demonstrate respect and fairness toward all whom we meet and serve, encompassing honesty and trust by always doing the right things for the right reasons. • SERVANT LEADERSHIP – Provide Servant-Leadership to ensure the people we serve and staff’s needs are being realized. Through Servant Leadership we will encourage teamwork, trust, foresight, listening, and the ethical use of power and empowerment regardless of one’s position in our organization. • ENRICHMENT – Continually act to allow those we serve to have a fuller, more meaningful and rewarding life through creativity, innovation, education and research. • COLLABORATION – Have an abiding respect toward all we serve and a sustaining commitment to work together, in teamwork and in service to one another. • STEWARDSHIP – Be responsible stewards of all Grace Presbyterian Ministry resources.