2:45-3:45 p.m

135-B. Build Your Workforce by Improving the Employee Experience

Senior living organizations are navigating a workforce environment marked by staffing shortages, rapid onboarding, rising recruitment costs, and shifting expectations among new and seasoned team members. This session will explore how thoughtful experience design and strategic technology use can reshape the employee experience and foster lasting commitment. Presenters will share workforce-strengthening strategies that adapt customer-experience methods to the aging services workplace. They'll outline the advantages of treating employees as "internal customers" by offering internships, mentoring programs, community-building initiatives, data-driven coaching tools, and streamlined career pathways. You'll learn practical steps to reduce turnover and make workforce investments more predictable and measurable, even with resource constraints.

• Amy Dore, Professor & Program Director, Aging Services Leadership, Metropolitan State University of Denver — Highlands Ranch, CO, USA
• Angela Green Urbaczewski, VP, Customer Advocacy & Growth, K4Connect — Morrisville, NC, United States
• Paula Rathgaber Gomez, VP Sales and Marketing, Sequoia Living — San Francisco, CA, US