Senior living organization gains outstanding increases in employee engagement, improves the customer experience and reduces turnover by 14%

Lutheran Jamestown worked with Reward Gateway to define the values and behaviors the organization could hold all employees accountable for delivering. These values and behaviors became The Lutheran Experience – establishing clear expectations for teamwork, responsibility, leading by example and delivering a consistently good experience to residents, clients and family members.

Next, it implemented a strategic recognition program as a tool for capturing, sharing and talking about employee successes in order to increase focus on creating a culture of appreciation and improving communication to remove silos.

Managers and leaders across the organization participated in training on how to lead with The Lutheran Experience – incorporating it into everyday activity like starting each team huddle with a story of an individual or team success tied to a specific value or behavior.

In order to measure progress, the organization started semiannual employee surveys – asking everyone to share their perspective on how consistently their coworkers deliver the values and behaviors that make up The Lutheran Experience. This survey also includes questions to measure engagement and leadership skills, altogether providing leadership a way to quantify the culture.