Hawthorne Responsibilities:

Use the red capped key to enter the building from the assigned employee parking. open

Retrieve keys from Briarwood Lock Box (Combination: 888) Attached to brown sparkly elastic, if there is an extra newspaper bring it to Hawthorne. open

Turn on Middle Light Switch (behind desk) open

Unlock door using Allen wrench key open

Unlock drawers/cabinets with small gold key open

Press orange lit FWD Always key on phone, this will take the phone off FWD Always, should you need to leave the desk use this button to revert calls back to Briarwood/Security (Also, place sign visibly on desk when stepping away) open

Thursdays – Hair Salon will leave the schedule for the following week. Go to “Public Meadows”, use search bar in upper right corner where magnifying glass icon is, type “Hair Salon Appointments” the document should pop up. Fill in the new dates/times/names. Print 3 copies to printer MDW 7011. 1 copy is for Hawthorne desk, 1 for

the Nurses station located in the hallway directly beyond the HW Dining Room, and 1 in the hairdresser Jackie Cushman’s mailbox located in Briarwood. hair salon

Pharmacy - 3x a day the Omni Care pharmacy delivers prescriptions. The first 2 deliveries occur during 9-5 and the last around or after 7:30pm. Call x7038 to tell the LPN’s the pharmacy has arrived. The afternoon delivery person usually just goes straight back but the last two will need to have the nurses called. Should you not get an answer, call the LPN Cell Phone 9-507-9057, then try the NARC Phone 9-730-2856, and then try the RN Chris James or Kristen if you still get no answer, sometimes it can be hard to get ahold of them. pharmacy

Packages – There is a clipboard on top of the black filing cabinet underneath the right side of the desk. When a package or delivery of any kind arrives log each package on the clipboard. Then call the Care Partner for each resident with a delivery, they will come and get them at their earliest convenience. When a Care Partner retrieves a delivery write the date and time the delivery was picked up and by whom. packages

Visitors – Encourage all visitors and visiting medical personnel to sign in on the appropriate sheet. Explain that it is important to know who is in the building in the event of an emergency if they seem reluctant. Direct them to the appropriate room if they are unsure. If the elder they wish to visit resides in Briarwood, encourage them to drive around to the appropriate building as we do not want heavy traffic through our elders’ home/dining room. Additionally encourage interviewees and delivery drivers looking for elders or personnel in other buildings to do the same. visitors

Move Ins – There are usually flatbed carts located in one of the stairwells that are in each hall offer to retrieve and replace the carts for new elders and their families, moving into a new place is daunting enough. If no cart can be found call or walk to the Briarwood desk, at times they can be placed in the coat closet located in the Briarwood lobby. Move in/out

Movers/Furniture Delivery – If a stairwell is more conveniently placed near a room allow the movers to use the side doors located in the stairwell. An alarm will not sound but make sure the door is shut when they are finished moving. Encourage them not to park in the drop/off loop in the front. The “loading dock” is primarily used for Kitchen deliveries, it is half way between our entrance and Briarwood entrance (near the time clock), BOTH doors will lock if not propped open. Move in/out

Phone Calls – Dial 9 to call out. The Briarwood desk will occasionally forward calls if the concierge has stepped away or is on another call. Explain pleasantly to residents that you are at the Hawthorne for inquiries like rides, lost and found, stamps, etc. Any questions about activities can be answered by using the St John’s Monthly on the corkboard to the right of the desk above the printer. Most of the time callers will ask for a specific employee or elder. Use the Resident List in the front pocket of the Hawthorne Communications binder to transfer to elders. DO NOT GIVE OUT ELDERS’ NUMBERS. Tell the caller that when they are connected with the elder they can then

ask for their number. Transfer the phone by pressing the key on the phone that features an arrow, a line, and then 3 silhouettes of people, dial the number, when you hear the phone ring press “Release Me” on the phone screen, and hang up. Any inquiries from Doctor’s offices or hospitals for Hawthorne residents can be directed to the Nurse’s Station x7038 unless otherwise specified. Any resident in Briarwood or Chestnut Court should be directed to Elder Advocate Chantel Truax x7009. Questions regarding rent or billing statements are to be directed to Amy Menz x7002. phone

FYI – If you do not take down a number that you need use the blue button on the phone that has a picture of a white square and a phone to view missed calls, answered calls, etc. phone

Tour Inquiries – If you receive a call inquiring about the community, ask if they were interested in Independent or Supportive Living. Transfer Independent inquiries to Cindy Ruscio (M, T, & Th) x7006 or Stephanie Krebbecks x7005. Supportive Living Inquiries should be transferred to Dawn Rivera 9-271-1000. If they are unsure of their needs, any of these representatives will be

knowledgeable in helping the caller. Assure all inquiries that if no answer to leave a voicemail and their call will be returned in a timely manner. marketing

Guest Suites, Room Reservations – Lisa at the Briarwood is responsible for Guest Suite Reservations, if she is unavailable (the phone will read “Operator Absent” when you attempt to transfer) take down the caller’s name and number and the dates they wish to reserve. Using Groupwise, if you have access, you can at least tell them if it is open their requested days, then explain that Lisa will call them back to confirm. Staying in Groupwise, email Lisa Griffin and give her the message. She frequently checks her email and will respond when she receives it. Room Reservations (for activities, games, parties, music, memorial services, etc.) can be fulfilled by Deb Hammond x7010

Maintenance – Care Partner’s will alert you to elder’s maintenance needs. Urgent needs such as clogged toilets require a call directly to Ann Lynah x7003 or Lynn Parrish

x7007, be prepared with room number. Any flooding or access water requires a call to Wanda Caraballo in Environmental Services x7060. Non-emergency maintenance like light bulbs, hanging pictures, etc. can be written in a Work Order, located in the bottom far right wooden drawer in a hanging folder. Please make additional copies if necessary. Fill out the request, leave the Care Partner’s number as a contact and ask the Care Partner if the maintenance personnel have permission to enter the apartment if the resident is absent from the room and check the box on the form, if appropriate. Bring this order to Briarwood desk and place in either Ann Lynah or Lynn Parrish’s mailbox. After hours emergency maintenance requires a call to Protective Services 9-330-5412

Resident Absence Protocol – If a resident is away from their apartment (hospitalizations, rehab, vacation, etc.) a security lock that only Protective Services can open will be placed on the elder’s apartment door. This protocol is used on the entire campus. Family members/Caretakers may need access to the apartment when elders are in the

hospital, call Protective Services, be prepared with the room number, and they will promptly meet the family member/caretaker at the apartment. It is imperative to call Protective Services to lock the apartment back up promptly after the family member/caretaker has left.

Activities – Kristine Mich, the Community Life Specialist, may ask for assistance in activities and programs. This is a great opportunity to get to know and interact with the elders. On Fridays, she may ask assistance in putting together new schedule booklets for the following week, she will explain how. She may also ask for you to call residents and encourage their attendance for certain programs. Be very cheerful and encouraging, she knows who likes what activities and sometimes they can lose track of time.

Transportation – Most of the time transportation is excellent at scheduling and is prompt with rides for elders, however some elders may have memory deficits, if they are expecting a ride for a personal errand and it has been 15-20 minutes kindly call Dave Kunz’ Cell Phone 9-507-1391 and ask if they are on the schedule, if not he

usually can make it happen. For Doctor’s appointments contact the Nurse’s Station x7038 first. Sometimes elders are down earlier then they need to be, confuse the time/date, or did not set up transportation. Be patient and work the LPN’s and Care Partners. The driver will come in the lobby to get the elder, the elder should not assume a ride waiting outside is for them; the driver will come in and confirm. If the resident is not in the lobby, call the Care Partner.

Move Out - If an elder has moved out and the Family Member/Caretaker returns the keys, explain that they may hold onto the mailbox key for up to 2 weeks and take the other keys. Place keys in an envelope located in the right cabinet behind the desk on the wall and write the apartment number on the envelope. Place the envelope in Ann Lynah or Lynn Parrish’s mailbox. Remember the keys have been returned, Dawn the Hawthorne Representative or Kristen the Hawthorne Program Coordinator may ask. Change of Address form can be found under “Forms” tab in “Hawthorne Concierge” binder, make a copy of this form on the

printer. Have elder fill out form and it should be placed in the apartment’s mailbox.

Miscellaneous – The handicapped button in the alcove controls the outside door, not the door in the lobby this is a common misconception, always try to press the inside button for guests and elders.

If a visitor or healthcare personnel asks about entering the door after hours always encourage them to dial x4444 from the phone located in the alcove to reach Protective Services and they will be buzzed in. Residents can dial #9 from their phones only if they are connected through the alcove phone to release the door, but this can be confusing to elders of Hawthorne. Family members/Caretakers/Residents may use the red capped key in the silver box in the alcove to release the door.

If a Care Partner alerts you to a lost set of keys, fill out a “Resident Additional Key Request” form located in the same drawer as the Work Orders and put in Ann Lynah or Lynn Parrish’s mailbox, located in Briarwood.

If a Care Partner asks you to print “Schedules” or a “Care Plan” go to Public Meadows > Hawthorne Desk> Schedules> Elder Assignment Sheets and print the requested Zone/Shift, about 10 copies, to printer MDW 7011

If you run out of printer paper there is some extra in the bottom drawer of the black filing cabinet under the printer or across from the copier in Briarwood. To make copies, place the original either in the top tray or face down on the scanner glass (sometimes, the former does not detect the paper, scanner is more reliable) and press the far right blue/green button that features a symbol of two papers with an arrow in between. You must go to “Copier Settings” in the menu on the printer in order to make multiple copies under “# of Copies” and change it back to the default of “1” when you are finished.

Fish Tank is self-sustaining, there is a timed mechanism that feeds the fish automatically and a cleaning professional comes to clean it about once a month.

The fireplace is controlled by the switch the right of the wall where it is located, the first switch on your left only. Sometimes the fire does not stay lit because of conflict

with the Kitchen fume hood, turn it back off if it has issues.

Mailboxes/Elevator- Down the hallway on the immediate left, halfway down on the right. Maroon signs on the walls display room numbers included in the hall.

Lunch/Breaks - During the weekdays Protective Services comes to relieve the Concierges for lunch, Hawthorne is 12:00pm-12:30pm please return promptly as Protective Services then goes on to relieve Briarwood and Brickstone. The break room is the second door next to the time clock, in the “employees only” hallway before the Dining Room; this is also the preferred way to get to Briarwood for guests, especially during Hawthorne meal times. There is a café to purchase food from located in Chestnut Court, ask staff for directions. The menu is located in the left top drawer of the desk, call ahead to place your order X7034. If you need to step away and leave the desk unattended, courteously call the Briarwood desk to let them know, press the “FWD Always” key on the phone, and place the sign in the silver frame visibly on the desk. On weekends/holidays if you

will be away for an extended period of time, lock the front door.

The nearest restroom is at the end of the left hand hallway. It is on the left corner of the white door that can be seen from looking straight down the hallway.

Offer coffee and water to all guests, it is replenished throughout the day by Dining Staff.

SMILE

Engage in conversation with elders.

If you do not know what to do, ask the Briarwood Concierge Lisa Griffin x7090 or Kristen Patton x7085. When in doubt call Kim Kenna 292-5249 or Protective Services 9-330-5412.

Closing- Kristine Mich, the Community Life Specialist will provide you with the schedule signs for the following day. Hang one in each of the 3 areas, replacing those from that day: Outside of the Activity Room, In the Elevator (you will need to bring a piece of tape), and Outside the TV Room, if there are 4 the 4th will go on the board in the dining room.

Turn off the fireplace if applicable, turn off the middle switch to turn off the lights, lock the inside door with the allen wrench key on the HW keys (the bar will pop out), lock all drawers and cabinets with the small gold key (it has a picture of a pine tree engraved in it), there are four locks altogether (two top drawers, two cabinets on wall). Be sure to lock up the Communication Log and the Hawthorne Concierge Binders. Make sure the Activity Room lights are off and doors are locked with the larger gold key marked “SCHLAGE”

Press “FWD Always” on the phone to Forward the calls to Protective Services for the Evening.