2017 AHC/NCAL Annual Convention & Expo

Moving up the Ladder to Higher Levels of Employee Engagement

Tuesday, October 17
2:15 PM - 3:45 PM
Location: Mandalay Bay Ballroom K
CE: Nurses: 1.5 | NAB: 1.5

Measuring and improving employee engagement is becoming a high-stakes endeavor as centers have a critical need to create an engaging workplace but have less time and fewer resources available to devote to improvement. The most common approach organizations use to affect engagement doesn’t work—usually, leaders conduct a survey and then select a few improvement areas based on the lowest-scoring items. However, Gallup tells us that 70 percent of U.S. workers are not engaged, and that number hasn’t changed for the past 10 years!

What if there were a reliable way to hone in on the specific areas that indicate your highest leverage improvement opportunities? And what if you could do this for each individual department?

Good news! There is now a way to quickly target areas where improvements will have the greatest impact, and implement sustainable improvement plans. By applying a state-of-the-art statistical model (used by organizations such as NATO and Boeing) to verb? employee data from senior care settings, we’ve identified five specific drivers of engagement that fall into a hierarchical order. These drivers form an engagement ladder, which allows center leaders to prioritize their improvement efforts in a meaningful way by ensuring lower level basic needs are met and progressively moving up the ladder to meet higher-level needs.

In this session, we will demonstrate what it means to move from low to high engagement and the value of being able to identify high-leverage improvement areas without having to wade through volumes of survey data. Participants will be given sample assessment results and taught what these results mean and how to use them to increase engagement. We will also provide sample engagement activity tools that participants can use to embed engagement practices in their centers.

Learning Objectives:

Nancy Anderson

SVP, Engagement Solutions
Align, LLC

Nancy Anderson has over 30 years of experience working in senior care provider organizations leading strategic planning, leadership development and quality improvement efforts. In her current role at Align, she develops practical solutions to help senior living and post-acute providers successfully build and sustain a culture of engagement. She received a BA in Nursing from the College of St. Scholastica, Duluth, and an MA in Organizational Development from the University of St. Thomas, Minneapolis. Nancy has been a quality examiner for the MN Performance Excellence Network and has previously served as a Master Examiner for the AHCA/NCAL Quality Awards Program.


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Matt O'Connor

Senior Partner
Inference, LLC

Matt worked in the long-term care industry for 15 years focusing primarily on the measurement of SNF patient and family satisfaction and assisting SNF management teams to improve customer experience. Matt has served as a member of the AHCA Customer Experience Committee and has been invited to be one of the primary researchers on the development of the CoreQ satisfaction measure. He volunteers as a Senior Reviewer for the AHCA Silver Quality Awards. Matt was previously the Director of Customer Satisfaction and Learning Strategy at HCR ManorCare. In his current role as a Senior Partner at Inference, Matt assists organizations with research design, statistical analysis and survey design, helping them to use data to improve operational performance. In addition to his work at Inference, Matt is currently the Learning Strategy Business Leader at Owens Corning.


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Moving up the Ladder to Higher Levels of Employee Engagement


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