If Being “Back to Normal” Means Less Safe and Less Connected, Why Would We Want That?

“It clearly feels like we’ll be forced to find, or hopefully define, our ‘new normal‘.”

By: Cindy Phillips | Managing Partner, K4Advisors

April 16, 2020

As we begin the difficult discussions on how to reopen America, and subsequently senior care communities across the country, we know there is still so much more work to be done, and so many more lives to be saved. We are nowhere near finished, and I wonder if we ever will be?

Finished, I mean. This pandemic is not like any other situation I’ve experienced. It combined the worst of them all, demanding greater levels of physical, emotional and intellectual energy than ever before, and will likely bring lasting changes to the way we live and engage with one another. I am sure we will never be “back to normal” again. Although some may struggle to hear that, it clearly feels like we’ll be forced to find, or hopefully define, our “new normal.”

That said, if one of our lessons learned from this is ways to keep people healthier and safer, especially our most vulnerable older adults, then I want the new normal. If other lessons are that we need easier ways to quickly communicate and keep people informed, ways to digitally connect them with their friends and family, ways to provide virtual access to medical professionals, ways that everyone, no matter your age or socioeconomic class, can have these options, then I want the new normal.

Look, I am not trying to trivialize or minimize the all-out war we are waging against this virus, but I do believe in senior living we’ve recognized (maybe cemented) the need and importance of being prepared to fight something like this in two ways. 

First, the medical one, bringing to bear all the resources, knowledge and expertise we have in stopping the spread of the virus, and in finding a treatment for those who get it. At the community level, all senior living operators have been doing their very best to adhere to critical policies and procedures, even though they are changing day to day. They have demonstrated an amazing ability to improvise with limited resources, still able to serve, protect and prevent the spread of COVID-19 on their campuses. While there are some notable hot spots, the effort overall has been incredible given the vulnerability of this population.

The second way we must fight something like COVID-19 is through communication. On a global, national and state level, we’ve watched endless hours of news coverage explaining the pandemic’s origins, realities, discoveries, and mitigation efforts. We want to hear our leaders outline the strategies for getting us to a better place and a plan for next steps. 

This is no different at the community level, with many executives and frontline leaders sharing important guidance, but also messages of hope and calm. Thankfully, everyone is recognizing the critical importance of this and it is a sobering reminder that having platforms for not only mass notifications, but also for more detailed updates on a routine basis must be a part of our everyday life going forward. 

I can remember back to the beginning of this epidemic, hearing about the first cases at Life Care Center at Kirkland, and thinking with my old Executive Director hat on, honestly saying to myself, “This is going to be a huge communication challenge.”  I knew how much residents, staff and families would need frequent doses of information, education, and reassurance, wanting to know the exact steps being taken to keep everyone safe. It was also clear to me that having the right tools and technology in place to facilitate the timely and accurate delivery of this communication was going to be essential. 

Now on the sidelines and seeing this from the view of a technology provider, I have watched and read about communities doing this well. Some were lucky, having already embraced the digital world, they had in place critical notification pathways such as a resident app or portal, a friends and family app, a COVID hotline or digital signage, enabling them to easily create a single message and instantly publish it to their key stakeholders. Some communities, now our clients, have added some of these features during COVID, recognizing there will be no better time to get them in place.

Other communities had video chat or conferencing features in place, YouTube channels, and capabilities to stream live content to their community TV channels. While these may not have been fully integrated or may not have worked perfectly at the start, with the help of solution providers like K4Connect, they were able to provide continual updates and communication to the many who were counting on it. Eventually, these tools also provided new ways to connect residents and loved ones, and now have ushered in a new form of virtual programming that may remain long after quarantining and social distancing ends.

But for every one of these communities, there are probably two or three more that are struggling to keep their communities informed and updated. Some may have used their website or Facebook page to publish broad messaging or video clips, but often these do not reach all the necessary audiences or may not be easily updated by in-house staff. Without the proper tools, they are either under communicating or wasting critical staff time getting the message out the old-fashioned way (photocopies, emails, letters, elevator posters.) Or even worse, as documented in a recent McKnight’s survey, fielding hundreds of phone calls from residents, family members, or even staff, many wanting to know the same information.

Whichever scenario best describes your community, the good news is we can all get better.  At K4, we think of transformation and innovation as a journey, not a destination. Our maturity model outlines the critical steps to leveraging the benefits of technology, how to become a Smart Senior Living Community. So no matter where you begin, you have a roadmap to build and execute a long- term strategy to address engagement and communication.

Gerri Knilans recently said in her April 14th blog, “Societal needs dictate the technology we develop, and at the same time, emerging technology can also shape our society.” Maybe it happened in the reverse order, but we have better, more affordable ways to engage and communicate with all these important audiences. I hope that while these were once seen as “nice to have tools,” that an unfortunate chapter in our lives called COVID, will make them a “must have.” 

This will not be the last emergency, weather event, or even the last pipe to burst in a building. Make use of the lessons from this terrible event to re-examine your digital transformation strategy, and know that the advisors and support team at K4Connect will be here as a partner (not a vendor), to help you integrate these tools as part of your “new normal”.

Contact Cindy about these tools at Cindy.Phillips@K4Advisors.com, or learn about our integration platform, FusionOS, and our resident engagement and communication app, K4Community, at www.k4connect.com.

COVID Response: If There is no Finish Line, Can We Call it a Marathon?

“We may not have all the answers yet, but we do know the big categories of a ‘back to normal’ project plan.”

By: Cindy Phillips | Managing Partner, K4Advisors

April 9, 2020

We are about a month into the COVID-19 pandemic, and we are already seeing unparalleled levels of fatigue, fear, and predictions for loss of life that are hard to wrap your head around, nevertheless your heart. 

It is no more evident than on the front lines of any senior care provider, the caregivers are facing untold levels of exhaustion, painful separation from family, and sheer burnout at both a physical and an emotional level.  The leaders of those organizations are facing equivalent pressure to think clearly, make decisions quickly and focus their attention on the right priorities.

“If there’s one thing people agree on….it’s we can’t do this forever,” said Laurie McGinley and William Wan a few days ago in a Washington Post article.  

It feels as if the days are running together, now referred to as COVID time. Our pace has felt like a sprint, but we know it’s a marathon, unfortunately, one without a clear finish line.  The amount of information we need to process daily continues to grow, and the range of emotions we are asked to manage is simply overwhelming.  Yet we are told this is far from over, with hints at this time of extending the stay-at-home orders from the end of April to June 1st across many states. 

I’ve never run a marathon, but I assume it is easiest in the first third, harder in the middle (peaking at “the wall”), and hopefully at least mentally easier in the final third. The tough part for all of us right now is knowing whether we’ve hit the wall yet. 

I think it depends on where you live.  Maybe in New York, that is exactly where they are, looking for some support or strength to keep going. In North Carolina, where I live, I don’t think we’ve gotten there yet.  For the sake of this article, I will assume for most of us, it will get worse before it gets better (see data analysis by state.)

So how can you prepare yourself, your team, and of course your residents for the rest of this marathon called COVID-19?

My doctoral research focused on how some people handled adversity and obstacles successfully, while others didn’t.  I collected the actual strategies they used to get through it, often leading them to come out even better on the other side. Two of those strategies seem most relevant here.  One, broadly define your goals. This approach provides flexibility in reaching the goal and avoids a sense of failure simply from starting with a rigid definition of success.  

As a Senior Living executive, my suggestion is to start defining what “back to normal” will mean for your community. 

That will look different in every community, but one important point is that it won’t be a switch to a new normal, it will involve many smaller steps and the deliberate peeling back of layered restrictions.  It will be a complex process, and with much of it driven by CDC guidelines (maybe CMS) for independent living and nursing facilities.

“People want to understand when current lockdowns and restrictions will lift, and normal life starts to return. When will we begin to defeat #COVID19. There is an end to this. We need to define it,” Dr. Scott Gottlieb, former head of the FDA, recently shared via Twitter on March 21, 2020.

However, residents (and staff) are likely to struggle with this definition. The reality that it will not happen overnight. So, it is important to start this messaging now and began to explain the various steps that will free them from the onerous quarantine and safety protocols.

We may not have all the answers yet, but we do know the big categories of a back to normal project plan:

  • Definition of Outbreak Peak,
  • Screening & Testing Protocols
  • New Cleaning Procedures
  • Community Access to Various Levels of Care
  • On-Going Visitation Policies
  • Admissions and Move-In Policies
  • Re-Opening of Dining & Restaurants, Activities, etc. 

Seeding this discussion now will help these stakeholders begin the buy-in process.

The second of the two strategies is to approach things incrementally, allowing for small victories along the way and agility for when things change. Back to our marathon analogy, it is not a coincidence that the Rock-n-Roll series has a celebration at each mile. It is a reminder to be celebrating each day that you are keeping residents and staff safe, working to deliver or serve thousands of meals, and reaching dozens of residents with virtual activities and especially through the religious holiday events. 

In addition, the back to normal project plan will be another opportunity to show key milestones, track progress and enable people to see the finish line come into view. It is proven that people are more patient and understanding when they see the process and the steps to the goal.

On a Leading Age-North Carolina call this week we were once again reminded that we will get through this with communication, communication, communication. The two strategies outlined above are all about how we do that. At K4Connect, we live at the intersection of technology, communication, and engagement. I am hopeful this approach will help you in crafting your message and a tool like K4Community will make sharing it the easier part.

COVID-911 Bulletin: New Feature Options, Resident Trends & an Exciting New Project!

This week’s bulletin shares recent trending insights from K4Connect communities and an exciting new content partnership for residents

April 8, 2020

We are continuing to push forward on K4Community enhancements that will support your teams, residents and their families during this time. This week, we collected a number of helpful, fully remote installation capabilities at free or low cost — reach out to us here to activate those options listed in the email bulletin. We also have an exciting new content series for your residents!

After the release of a number of enhancements and new features, we’d like to share with you how residents and communities have responded to these new engagement, connection and socialization options. We’re glad to see Members and staff teams finding these valuable and hope these takeaways provide insights into how your community can best leverage K4Community to support your residents today.

  • Residents are frequently reaching out to families – residents are leaning on K4Community communication features to stay in touch with family – in the last 30 days, resident to family messaging reached up to 5X the volume of the previous month’s average usage.
  • Hotlines are quickly providing value – Since we launched the hotline feature a few weeks ago we’ve seen 2,775 calls with an average of 200 calls per day. With this feature, front desk staff are saving time and residents and families are instantly up to date on the latest information. 
  • Events remain a top feature, but they’re going virtual – In a time when you’d expect community event creation to decline, instead, communities are getting creative with “virtual” and socially-distanced activities like Zoom Pilates and Spiritual Services, FaceTime Cafe, Doorway Sing-a-Longs and more. We’ve seen 1000+ new events created in just 10 days!

Bringing Joy to Residents with Laura Benanti

We are so excited to announce a partnership with Tony Award-winning Broadway Actress Laura Benanti and friend Kate Deiter-Maradei. Her Sunshine Songs project (recently featured on GMA) collects a vast variety of musical and theatrical performances from people all over the world who have had their art performances canceled due to the Coronavirus. From talented kids to professional musicians and opera singers, together, we are bringing the Sunshine Songs project right to your residents with K4Community.

We will be sharing more on when to expect the mini concerts soon and how communities can share it. In the meantime, check out the #SunshineSongs project for a sneak peek at the talent!

New Resources:

Direct support continues 7am – 9pm ET 7 days a week in addition to our 24/7 live answering service at (855) 876-9673 or Support@K4Connect.com if you have any questions.

In Service, With You

– The K4Connect Team

Navigating the Unknown: How Do We Get One Step Ahead of COVID-19?

“We know how to do this, we call it strategic planning, we just usually have more time.”

By: Cindy Phillips, Managing Partner, K4Advisors

April 7, 2020

I was talking with a colleague last week who runs a large CCRC and who has been in both acute and post-acute settings most of his career. I asked him, “Have you ever seen anything like this before?” He paused, and his response was “No.”   

It’s clear at this point in our COVID response that we are all in unchartered territory. Even the industry veterans, from LPN to CEO, are being tested like never before. It’s what I am struggling with right now as a recent operator myself, what advice would I give? Our leaders, in every setting, are being forced to make very tough decisions every day and often without much experience to guide them or time to fully assess the options. 

As our conversation continued, my colleague later added that the only parallel he could think of was his military experience. This fits the current narrative – the “War on COVID-19.”  

This war, a medical director recently said, is almost unwinnable. “Nursing homes have no way to avoid outbreaks – they can reduce the risk and increase the likelihood of delay, but it still is a roulette. Unless we get an effective vaccine or treatment, eventually almost every facility will have their crisis. More than 20% of their residents will die and another 20% or more will be much less functional for having been so sick,” said Dr. Joanne Lynn in her March 28 blog.

Can Reconnaissance Help?

This whole conversation got me thinking about what we could take from military practices to help in our response. The word reconnaissance emerged. 

Merriam Webster defines it as “a survey to gain information; an exploratory survey of enemy territory.” At the national level, that means looking at other countries and how this virus evolved.  For senior living, we have only to look at other communities who are getting hit ahead of us. Looking ahead to see the decisions we will have to make and give ourselves time, if only a few days, to prepare our response.

We’ve done it already with decisions on employee screening, visitation rules, end-of-life exceptions, staff return-to-work policies, communal dining changes, and policies on new admissions or move-ins, to name a few. 

So, what’s next? How do we prepare? 

My suggestion is to focus just one step ahead, spending time today working on the decisions for tomorrow. We know how to do this, we call it strategic planning, we just usually have more time. Here are a few examples of some of the hardest decisions likely on the horizon for many of you. 

Tough Decisions to Come

What if a family wants to take their loved one out of Assisted Living or Nursing?
“Moving an older adult from a long-term care center is risky and could have long-lasting impacts. The federal Centers for Disease Control and Prevention (CDC) does not recommend such moves,” said geriatrician David Gifford, chief medical officer of the American Health Care Association and the National Center for Assisted Living, in a recent AARP article.

It is happening already. About 28% of respondents in a survey from Skilled Nursing News said family members had removed a resident from a facility explicitly due to COVID-19 concerns. 

We’ve got to be prepared, so what education do we need to share with families?  How will we do that and what will your policy be if they insist? Beyond the normal paperwork or guidelines for a resident spending time outside your facility, do you need something else?

What happens when you get your first case of COVID-19?
Many are already dealing with this, but beyond the CDC guidelines on isolation there is so much more on plans for communication. How will we tell residents in our community, their families and then the media? Who will care for these residents? How will you deal with the anxiety that will emerge from your caregiver team? 

What conversations need to happen quickly if it’s a bad case of COVID-19?
Does this resident have an advanced directive? Will they be capable of making changes?  This requires that some sensitive discussions happen quickly. 

These resources may help: VITAL Talk and The Social Work Hospice and Palliative Care Network.

In a CCRC environment, will you admit an Independent or Assisted Living resident with COVID-19 into your Nursing center?

As you see in the Skilled Nursing News survey, 24% already have. Once you have a case, or if you’ve set up a specially isolated unit, this may become a reality. 

Even ahead of that, what will your policy be, at least with what we know right now? How will you explain this to the many stakeholders who will want to know the rationale?

How will we handle the first death (or even worse when the volume climbs)?
Start the conversation with your funeral home partners in your area. Are they prepared for a timely removal of the deceased?  Simple logistics of storage and who will be responsible for transport?  

Last Thought

And by the time I press send on this article, there will be at least five more key decisions that will need to be made and policies or guidance to be given to staff or residents. My message is to get ahead of it, even a few days before you are under the gun to make the call. And at the end of each decision is a “to-do” item around communications. At K4Connect, our technology, K4Community, provides a variety of reliable and scalable ways to do that.

 “In survival mode, our vision narrows. Reactivity replaces deliberation. Threat can help mobilize our attention, but when it comes to solving complex problems, we need our highest cognitive resources,” said Tony Schwartz in his recent HBR article.

Let’s use our best reconnaissance and stay one step ahead of COVID-19!

More COVID-19 resources are available on our dedicated COVID-911 Resource page, linked here.

COVID-19 Pandemic: Startups Giving Back In A Time Of Crisis

Our weekly newsletter series, the COVID-911 Bulletin, provides additional guidance and resources on how K4Community tools can be leveraged to serve residents and their families.

By: Mary Ann Azevedo

April 7, 2020

Unfortunately, since the coronavirus pandemic has escalated, we’ve written a lot about startups that have had to lay off employees.

Those stories are as painful for us to write as they are for you to read. But there is some encouraging news to share.

Last week, I reported on startup Better.com’s goal to hire laid off hospitality workers (like 150 a month) to help it meet increased demand for its digital lending offering. I also covered Pager and hims & hers’ boosting their telehealth offerings to help alleviate the strain on the current health care infrastructure.

Over the weeks, I’ve also received tons of emails about companies trying to give back to their communities, or help laid off workers, or just help people in general during this unsettling and (very) scary global health crisis.

K4Connect

This Raleigh, North Carolina-based startup has developed a solution to help create smart senior living communities. The K4Connect team has created a weekly newsletter series—the COVID-911 Bulletin—to provide additional guidance and resources on how K4Community tools can be leveraged to serve residents and their families. The newsletter can be accessed here.

Read the full story on Crunchbase, here where Mary Ann shares her full list of startups working to support people around the world as COVID-19 continues.

Raleigh Startup K4Connect Works to Keep Older Adults ‘Entertained’ During Social Isolation

K4Connect teams up with Tony Award-winning Broadway actress to bring musical and theater performances to thousands of older adults with #SunshineSongs initiative.

 

April 6, 2020

RALEIGH — Social isolation isn’t easy, especially for older adults. Considered the most “at risk” of severe illness related to COVID-19, many aged 65 are shutting themselves in senior living facilities to protect themselves from contracting the virus.

But Raleigh startup K4Connect is hoping to offer some respite.

The mission-driven technology company that creates technology solutions centered to help older adults and individuals with disabilities, has teamed up with Tony Award winner and Broadway actress Laura Benanti, who has started an initiative called #SunshineSongs with her friend, Kate Deiter-Maradei, at Raleigh-based Deiter Mediation.

They’re asking anyone — kids, famous individuals —  to send in performance videos for those especially isolated during the quarantine to help them battle loneliness.

The videos will then be curated into K4Connect’s flagship solution, K4Community, where 29,000 older adult residents at over 125 senior living communities will be able to access, for free.

“This enables individuals who don’t have access to social media networks to access some lighthearted entertainment during social distancing,” said Patrick Reilly, a spokesperson for the company.

K4Connect is the leading provider of enterprise-grade technologies for senior living communities. The company’s patented (28 US patents to-date) operating system, FusionOS, on which K4Community is built, is the first and only of its kind in senior living.

Read the story on WRAL TechWire, here!

Perspective: It’s All About the Why

A note from our CEO on personal motivation during trying times 

April 2, 2020

Periodically our Co-founder, CEO and Chief Member Advocate, Scott Moody, shares what he calls his “Moody’s Monday Musings” with the team, something he actually started at his former startup, AuthenTec (IPO, acquired by Apple, now the Touch ID). Often, the Musings will explore big ideas that can allow us to better serve our Members (senior living residents), hot takes on what’s happening in our industry, or insightful learnings from his entrepreneurial career. 

Now, especially as we’re all sitting in our own homes, is a time where feeling like part of a team can be challenging. What’s more, motivating yourself to keep pushing when the world and daily work can start to get overwhelming. Today, we’re sharing a part of Scott’s recent Musing in the hope that others can find some inspiration from his personal journey.  The outtake is actually a blog post that Scott published just over five years ago in a now-defunct startup news publication.

Blog Post, Dated March 17, 2015

Perspective: It’s all about the Why

It’s a nice thought, this idea of putting things in perspective.  People talk about it all the time, usually while trying to give you some advice.  But I recently found out a little trick to really help you put things in perspective, just have your doctor tell you,

“you have a brain tumor”.

That is what mine told me a few weeks ago and if you happen to be reading this the morning of March 17th (or the early afternoon), I’m actually over at the UNC Medical School having that tumor removed.  I’m in very good hands and am certain things will all work out, but I also thought it would be a good time to maybe share some thoughts – just given that very small chance that I might not be able to in the future.  Honestly, I simply did not want to regret not saying some things while I had the chance.  So, the good folks at ExitEvent* agreed to publish this little share about my own life and entrepreneurial journey, and maybe helping others along the way.

Although I now know that my tumor is not in the brain, but just pushing against it, and that the risks right now are more from the side effects of the operation than the tumor itself, it can still all be a somewhat disquieting, and yet introspective, experience.  On the other hand, even before knowing all the details and better understanding the risks, it was not something that really bothered me. I can honestly say I was never afraid or even anxious. The fact is that I have led a very blessed life, very. Loving parents, a wife (of 35 years this May) who is truly my soul mate, three daughters that I completely adore and even a career in which I feel that I left something behind.   Each and every one of those gifts, I know, were a gift of God and for which, no matter what happens today, or as a result of today, I am just so very blessed, so very thankful.

Yes, there are lots of things I’d like to do, but there is frankly nothing I want for.  I never had a bucket list, since it always seemed that was about me. I don’t watch shows that highlight fancy cars or houses, because I am afraid I’ll want those things.  And I don’t want to want. Yet there are things I would like to do. To walk my oldest daughter down the aisle this November. To take K4Connect and K4Life to the next level, to truly make people’s lives better (K4, by the way, stands for Katherine, Kelsey, Kristin and Kourtney, my wife and three daughters).  To help entrepreneurs in Africa, particularly in Rwanda, by way of First Talent Ventures. And yet, if it is my time, then so be it. 

But I did not always think that way…..

For when I was a young man, it was all about being successful, all about being rich, all about me.  When I graduated from college, I was out to prove myself, leave behind a legacy, that legacy defined by wealth.  You see, when I was younger, my parents fell on hard times. I can remember my parents driving miles just to go to the grocery store, simply so people they knew would not see them using food stamps.  My sister and I often had to wait outside while my Mom paid, time and again coming out wiping tears from her eyes. I can remember when my Dad first lost his job, he pretended to go to work for months, too embarrassed it turned out to tell my Mom.  Now, make no mistake, I had exceedingly loving parents, they just fell on hard times. But sometimes being a poor kid can leave little scars and I had every intention to wipe those scars away. Riches were my cloth.

And then Katherine’s grandmother, Mary Brugh, died…

                                            and everything changed….

I was in my late twenties and doing well, rising up at the company where I worked and had even recently been named the Co-chair of a Joint Chiefs of Staff study on ramping production capacity in a military crisis.  A pretty big deal for a young man. I figured I was on my way. However, just before a big meeting out in California, we found out that Mary Brugh had passed away and the funeral was scheduled at the same time. Katherine told me I didn’t need to attend, but I thought it was important to be there.  Mary had been in a nursing home for a number of years and I wanted to be there, not only to support Katherine and the family, but I figured I could help at least fill up a pew or two. I went to the meeting, but left early and arrived at the hotel, in what seemed to be in the middle of nowhere, late the night before the funeral. 

The next morning we went to the service.  I can remember walking into the room where the family gathers beforehand (this was my first funeral for a family member, so it was all new to me).  It surprised me how many people were in that room. It struck a small nerve, for someone who I thought was lonely, who might not have many at her funeral, that room alone could fill half the church.  And then we walked into the main church, which seemed to me to be an exceedingly large church for the middle of nowhere – and it was packed. And that struck a very big nerve. Personally, for me, it was a God moment, one of those many times that He speaks, but one of those rare times that I actually listen.  It amazed me that all these people had gone out of their way to pay their respects. It was then that I realized that Mary Brugh, who I thought was this little old lonely lady that somehow I was gracing with my very presence, had, in reality, touched more people in her life than I ever could no matter how wealthy I became.  Mary was certainly not a wealthy woman and I’m pretty sure you never heard of her, and yet, she made more of a difference in more people’s lives than I ever could, not by focusing on herself, but on others. And it did not stop there, or even then, for every person that Mary had touched in her life, they had, in turn, touched others – and continue to do so.

And while she may not have known it, there can be no doubt that Mary touched me.  I knew then that this life had a purpose well beyond simply the accumulation of things or wealth.

I went back to work that next Monday, but for different reasons.  And that next weekend, for the first time, I spoke to Katherine about having children, later to be blessed with our three loving daughters (well, if you discount a few of those teenage years!).

So maybe here’s a little secret, this idea of putting things in perspective,

It’s all about the why.

I know my personal why, grounded in my knowledge that all the blessings I have had in life are only possible through the grace and love of our Lord.   Of course, I know I have not always been as thankful as I should have been, or gracious, or thoughtful and the Lord certainly knows that I have never been patient (as does anyone ever in line in front of me at a Starbucks!), but until that funeral somewhere in the western part of Virginia, I did not realize it was not about me.

OK, so maybe your “why” is different, but for whatever your personal why is, you need to know this,

It’s not about you.

And so what does all this have to do with being an entrepreneur you might ask?   In my thinking, it all starts with the “why” and if you don’t get that right, at least at some point, I doubt you’ll get the rest right.  Of course, one can easily argue that is not true, plenty of folks that really did not care about the why, beyond themselves, have done quite well.  That may be true, but when that doctor tells them they have a brain tumor, I wonder if they feel it was all worth it, I wonder if they really feel they made a true difference in the world.  And to me, whenever that end comes, that is far more important.

One more share, that even for the most cynical or selfish of us, just go spend some time in the Cancer wing of UNC, or any hospital.  There you see these little children running around, their parents seemingly all stressed since their kids are causing such a raucous. If you’re a parent you know what I am talking about, you know that feeling.  And then you realize that their child is bald, bald from the chemo treatments and that the parents are living a stress that you will never contemplate. Perspective.

In closing, let me offer this.  For me, whatever happens today, I’ve always liked this quote from that great biblical scholar, Dr. Seuss:

Don’t cry because it’s over. Smile because it happened.

With Covid-19 Threatening Senior Living Facilities, 3 Triangle Startups Answer Call

K4Connect has launched COVID-911, a company-wide initiative to accelerate product development and customer communications to support them through the crisis. 

By: Suzanne Blake

March 31, 2020

The technology market serving seniors and senior living facilities has been growing for years, but Covid-19 puts an increased emphasis on the need for the elderly to have access to quality technology. Triangle-based startups Roobrik, Viibrant and K4Connect are all meeting those needs in these difficult times.

Raleigh-based K4Connect’s CEO Scott Moody said K4Connect saw the pandemic coming. As the leader of K4Connect, a startup that creates smart solutions for older adults and people with disabilities, Moody said he’s been working hundred-hour weeks for the past month to address the needs of senior living communities during this time.

Moody said that in late February, K4Connect launched COVID-911, a company-wide initiative to accelerate product development and customer communications to support them through this crisis. 

Residents in senior living homes, meanwhile, are facing new challenges every day from Covid-19. In addition to Covid-19’s potential increased severity on this group, seniors are being isolated from the physical engagement of their surrounding communities and loved ones. That makes K4Connect’s tech enabling communication more important that ever.

Employees in senior living facilities also face new challenges, as they must make difficult decisions such as whether they should go to work with even mild symptoms that could be related to allergies or a simple cold—or could be Covid-19. With a shortage of testing, it’s hard to know the difference.

K4Connect has continued its mission to keep senior residents engaged and informed along with smart home technology, which also allows monitoring to make sure a senior resident is doing all right based on their light or thermostat usage, Moody said. K4Connect offers 24/7 support and currently has a number of no-cost capabilities, including a virtual morning check-in for residents.

“You find a lot of people saying, ‘Oh, I have something you can use’, but inside the community, it’s like, ‘Who’s going to put this all together? Who’s going to download all these apps? Who’s going to train everybody? How do we know what people are doing?’” Moody said. “And that’s what we do. We bring all these great technologies together.”

Smith said that Viibrant, being a technology company, had a fairly easy transition to remote work. But there’s been an increase in customer need for services related to dining, like providing virtual menus for facilities as they’ve closed dining facilities and turned to to-go ordering and food delivery.

Still, Smith said the world and national economy will take a blistering impact from Covid-19, but some startups can offer hope.

“When when you have a crisis like this,” Smith said, “you’re going to find other tech startups that bring hope, that bring value, that bring a product, that bring solutions.”

Moody, who previously founded and led the company AuthenTec—responsible for the technology now used in Apple’s Touch ID—through the dotcom crisis and the Great Recession, said startups have two ways to look at navigating these times: managing during the crisis and leading through the crisis. Leading could ultimately be what defines the success of your startup.

“I believe—and our company believes—that if you serve others, if you do good, then good things will happen,” Moody said. “I think for any startup, they have to look at ‘how do I manage through the crisis,’ but probably more importantly is ‘how do I lead through the crisis’ and come out a stronger, better company, and often a changed company than we were at the beginning of the crisis. And so many people forget about that kind of leadership activity. It’s the difference between a manager and a leader.”

Read the full article on GrepBeat, here!

Distancing Physically, but Not Socially

Tips for families and friends with quarantined loved ones in senior living

By: Lindsay Levesque, Customer Success Manager 

March 31, 2020

During a time of uncertainty, senior living operators are looking to a variety of ways to keep their residents engaged and positive. By now, we’ve all seen the viral posts of grandkids visiting outside of the window and even impromptu performances for senior living residents who are quarantined inside — making the decision to lock down a community during COVID-19 and prevent families from seeing their loved ones is not a decision taken lightly. Sustaining resident communication with family and friends outside of the community is essential to resident well-being during this crisis and operators have quickly pivoted to alternative ways to build and maintain these connections.  

The K4Community Family App does just that.

It allows for a secure, cost-free connection to those that matter most. It keeps families connected to their loved ones and allows for direct updates from the community operations team ensuring families are constantly informed.  

Now, more than ever, we are seeing the K4Community Family App fulfill its purpose.  Whether families prefer sending a quick message to say, “Hello, I’m thinking about you”, or opt for a more personal connection through a video chat, there are multiple ways to connect with loved ones from the comfort of their homes.  

“The best way to cheer yourself up, is to try to cheer somebody else up.” — Mark Twain

To help families get the most out of these features as circumstances in the world continue to evolve, we’ve created some helpful tips to keep resident interactions consistent and even have a little fun:

  • Consider scheduled calls so your resident family member knows when to expect you. This gives them something to look forward to and prevents anxiety associated with unexpected behavior, specifically if they’re more familiar with routine and structure. 
  • Opt for a change of scenery, showing your loved one a piece of nature or the outdoors. This is particularly important for residents who are isolating in their apartments.
  • Remind them of particular Alexa features.  Other than the enhanced communication functionality such as the COVID hotline, an Alexa can also help lighten the mood by playing music or sharing jokes.
  • Reminisce on a favorite memory and use video chat to share old photos or other memorabilia from home.
  • Include your little ones! While the kids are at home, don’t forget to include them in video chats! They bring a particular spunk to the day and sharing that energy through a video chat can be contagious.
  • Don’t forget to take things one day at a time, prepping for the future when it’s unknown can be frustrating. When you’re in your golden years, it’s all about the journey. Today matters.

When working in the field, it was often said to me that it means so much more to be able to see mom, rather than just hearing her voice.  It is hard to explain exactly what it is but, it’s definitely easier to be empathetic when you can see the other person’s emotions. As a family member of loved ones in communities, I now understand that feeling, too. When something as simple as checking in on mom or dad isn’t so simple anymore, being able to experience their expressions through a video call is incredibly valuable.

Finally, I’d like to share a personal note, below. This was provided directly to us by one of our member’s families on the true value behind a simple engagement. 

While I Love my Bride Linda and will miss seeing her each day, I applaud your decisions and without reservation, support then. You are in my prayers as you follow the guidance of our most Holy Father..

P.S. I hope you will continue your willingness to allow us to talk to our Loved ones on the telephone.  I was able to hear Linda’s “giggle” during my call to her today. It meant the world to me. – A K4Community Family

For more COVID-19 resources, visit our landing page at K4Connect.com/COVID-19.

4 Tips to Mastering Digital Communications in Senior Living with K4Community

Best practices for leveraging digital communications methods during COVID-19

By: Michelle Harper, Director of Growth – Southeast

March 30, 2020

In your communications, marketing or activity roles, you are constantly thinking of creative ways to better communicate and engage your community’s residents, their families, and your team. During the COVID-19 outbreak, digital communications play a key role in communication both within the walls of your senior living community or organization and beyond.  

Here are four tips you can use to drive engagement with effective digital communications using K4Community.

Tip 1: Leverage Existing Resources

From hundreds of predesigned templates to auto-updating widgets, K4Community puts the tools to create engaging content at your fingertips.  

Last week, K4Community launched a set of 11 slides and 5 editable templates including:

  • Health organization-certified COVID-19 information
  • Prevention techniques
  • Revised visitation policies

We’ve also curated 10 helpful PDFs with various COVID-19 related information you can download and use. 

 In addition, LeadingAge has a full page dedicated to Coronavirus Resources including additional WHO and CDC resources along with media and family communication tips and templates.

PRO TIP:  Intermingle COVID-19 resources with other community content to create a balance focused on educating.

Tip 2:  Less is more for Digital Signage

When creating content for digital signage take the billboard approach.

Much like drivers have to consume and process the content on a billboard as they drive by, digital signage slides automatically rotate giving residents a limited amount of time to view the great content you created. Create slides that are simple, legible, and quickly understood by your residents.  Pare down the amount of information on each slide.

Example: K4Community has a number of COVID-19 resource slide templates, some of which are editable.  

Here is one of the slides with relevant content on how to cope with stress during the current COVID-19 crisis.

In this example, we renamed each bullet: Tip 1, Tip 2, etc.

PRO TIP: Optimal font size = Oldest person’s age divided by two.  If the average age of the residents in your community is 90, the text size on each slide should be > 45.   

Tip 3:  Timing is Everything

Whether it is residents, families visiting your community (after the crisis has passed) or future residents touring your sales model, different viewers read and consume digital signage content at different paces. K4Community lets you modify the slide duration based on the content and viewer.

How long should the slide duration be? Well, if you are following Tip 2 above, then the default of 15 seconds should work for the majority of your slides. That said, here is a good way to confirm the default timing works.

  • Click the Preview button for the slideshow you are editing 
  • Close your eyes
  • Count to 3
  • Open your eyes 
  • Read the slide content out loud (including the title, any call outs, etc.)
  • Time how long it takes you to read the entire slide
  • Then double or triple the time based on the intended audience and digital signage location

The Slideshow module in K4Community allows users to set custom times for each slide to display. For instance, you may want a weather slide to only show for 10 seconds, but a slide showing today’s lunch special to display for 20 seconds. K4Community makes this easy.

Keep in mind where your slide shows are displayed (Independent Living, Assisted Living, Memory Care), who the intended audience is and modify the slide timings to best fit the viewers.

Tip 4: Reach Them Where They Are

Family and friends always welcome proactive communication, especially during a time of uncertainty and stress. 92 percent of American adults now own a Smartphone and communities have a more efficient way to communicate news and resources to family and friends.

Publish the latest community information and resources to the K4Community Family App. You can use the general resource folder or create a folder strictly for COVID-19 information. This would allow you to “unpublish” the entire folder post the current outbreak vs. resource by resource.

This provides a quick way to proactively share information and updates with family members.

Digital communications are an effective way to inform, educate, and increase awareness. Following these tips can help communities create dynamic digital content that drives engagement as teams and residents continue to navigate the communication impacts of the Coronavirus.


Be sure to check out all of our COVID-19 resources on our COVID-911 initiative landing page.

Interested in seeing a K4Community demo? Reach out to our team, here.