The 29 Fundamentals

the 29 fundamentals

DO THE RIGHT THING, ALWAYS.
Demonstrate an unwavering commitment to doing the right thing in every action you take and in every decision you make, especially when no one’s looking. Always tell the truth, no matter the consequences. If you make a mistake, own up to it, apologize, and make it right.

PRACTICE BLAMELESS PROBLEM-SOLVING.
Find the root of the problem, then solve the problem. Get smarter with every mistake. Learn from every experience. Share what you learned with others so they avoid making the same error.

BE ACCOUNTABLE.
Honoring commitments timely shows mutual respect. Do what you say you’re going to do, when you say you’re going to do it. If a commitment can’t be fulfilled, notify others early and agree on a new commitment to be honored. 

BE CLEAR ON EXPECTATIONS.
Create clarity and avoid misunderstandings by discussing expectations upfront. Set expectations for others and ask when you’re not clear on what they expect of you. Before ending all meetings and discussions, clarify action items, responsibilities, and time frames.

LISTEN GENEROUSLY.
Listening is more than simply “not speaking.” Give others your undivided attention. Be present and engaged. Minimize the distractions and let go of the need to agree or disagree. Suspend judgment. Be an active listener by asking inquiring questions in order to fully understand.

BE DIRECT.
Speak honestly and respectfully in a way that helps to make progress. Say what you mean, and be willing to ask questions, share ideas, or raise issues which may cause conflict but is necessary for team success. Be courageous enough to say what needs to be said. Address issues directly with those who are involved or affected. 

FIND A WAY.
Take personal responsibility for making things happen. Respond to every situation by looking for how we can do it, rather than explaining why it can’t be done. Be resourceful and show initiative. Don’t make excuses or wait for others to solve the problem. See issues through until they are resolved.

SHOW MEANINGFUL APPRECIATION.
Recognizing people doing the right thing is more effective than pointing out when they do the wrong thing. Regularly extend meaningful acknowledgment and appreciation — in all directions throughout our organization. 

BE PASSIONATE ABOUT RESPONSE TIME.
Respond to questions and concerns quickly. This includes simply acknowledging that we are in receipt of the question, concern, or issue and we are “working on it,” and keep those involved continuously updated on the status of outstanding issues. Be timely with everything you do.

BE THE BEST.
Demonstrate a passion for excellence and take pride in the quality of everything you touch and everything you do. No task is beneath you. Good is not good enough. Strive to be Extraordinary. Always ask yourself, “Is this my best work?” Be willing to go the extra mile. 

MAKE IT A GREAT DAY.
Be positive. Smile and be kind. Choose to be joyful, optimistic, and enthusiastic. Your attitude is contagious. Spread optimism and inspire happiness. Assume the best in others and give people the benefit of the doubt.

BE TRANSPARENT.
Share information freely throughout our organization with appropriate respect for confidentiality. The more people know, the better we can collaborate. Learn to ask yourself, “Who else needs to know this?” Share lessons learned with others so that they too become aware. Over-communicate.

LEAVE YOUR EGO AT THE DOOR.
You are part of a highly integrated team. Don’t let your own ego or personal agenda get in the way of doing what’s best for the team. Be there for each other and be willing to step into another role or help a co-worker when that’s what’s required for success. Help each other to succeed.

DELIVER SPECTACULAR SERVICE.
Do the unexpected. Create experiences those we serve will tell others about. Let your smile and professionalism shine through. Astonish residents and families with amazing experiences they will appreciate.

EMBRACE CHANGE AND GROWTH.
What led us here is not the same as what will take us to the next level. Move outside your comfort zone, rather than stubbornly clinging to old ways of doing things. Be excited by the possibilities that change and growth will bring. Be flexible.

THINK AND ACT LIKE AN OWNER.
Make decisions by asking yourself, “What would I do if this were my company? What would I do if this were my own money? Will this help the company to succeed?” Be innovative, thoughtful, and willing to take intelligent risks. Be willing to think differently and try a new way.

PUT THE RESIDENT FIRST.
Put their needs ahead of our own. Don’t burden residents with our own problems and challenges. 

BE PROACTIVE.
Solve problems before they happen by anticipating issues, planning for emergencies, and addressing them in advance. Preventing issues is always easier than fixing them. 

WALK IN YOUR RESIDENTS’ SHOES.
Understand your residents’ world. Know their challenges and frustrations. See the world from their perspective. The more you understand them, the more you can anticipate and meet their needs. 

BE A LIFELONG LEARNER.
Seek out and take advantage of every opportunity to gain more knowledge, to increase your skills, and to become a greater expert. Ask thoughtful questions and listen intently to the answers. Dig deeper to go beyond the expected. Ask the extra question. Be resourceful about learning and sharing best practices. 

CREATE AN IMPRESSION.
Greet everyone with warmth and friendliness. Every conversation, phone call, e-mail, letter, and even voicemail, sets a tone and creates an impression. Pay attention to every interaction and be sure you’re setting a tone that’s friendly, warm, and welcoming. Always endeavor to smile.

TAKE PRIDE IN OUR APPEARANCE.
Your personal appearance makes a strong statement about the pride you take in your performance. Dress neatly and professionally. The appearance of our facilities makes a similar statement about the quality of our work. Take responsibility to see that our facilities are clean, neat, and professional. 

TREAT EACH OTHER LIKE FAMILY. 
Our relationships go deeper than simply being teammates at work. We genuinely care for and about each other. Whether it’s a kind word during a tough stretch, a friendly smile each morning, or a helping hand in stressful times, show your compassion. Our organization is built on trust  and trust is built on relationships. Strong relationships enable us to more successfully work through difficult issues and challenging times. 

THINK SAFETY.
Know and practice the safety procedures for your job. Watch out for the safety of your teammates as well, for we’re all part of our facility family. Never take shortcuts that compromise your safety or the safety of those we serve. 

PAY ATTENTION TO THE DETAILS.
The goal is to get things right, not simply to get them done; missing just one detail can have an enormous impact. Be diligent about accuracy and precision. 

EMBRACE DIVERSE PERSPECTIVES.
Be open to learning from others, no matter what role they have, and regardless of their age, industry, experience, or tenure with our company. Collaboration generates better decisions when we consider multiple perspectives. Share ideas and thoughts. Be inclusive and hold each other accountable.

TREASURE, PROTECT, AND PROMOTE OUR REPUTATION.
We’re all responsible for, and benefit from, our image and reputation. Consider how your actions affect our collective reputation, and be a proud ambassador for the organization.

BE A MENTOR.
The best way to influence others is by example. Walk the talk. Take responsibility, both formally and informally, to coach, guide, teach, and mentor others. Be the change you want to see.

HAVE FUN.
Keep things in perspective. While our passion for excellence is real, remember the world has bigger problems than the daily challenges which make up our work. Stuff happens. Don’t take things personally or take yourself too seriously. Laugh every day.

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