As part of an ongoing series of community engagement sessions within the Senior Living industry, James Long hosted a discussion with senior living executive leader COO Stephanie Hess, who shares her extensive experience and insights into building a strong team culture through people-first leadership.
Stephanie is deeply committed to delivering high-quality care while ensuring the operational excellence and financial sustainability of senior living communities. With extensive experience across Ohio, Pennsylvania, Kentucky and Michigan, she has led initiatives in acquisitions, turnarounds, design, development, and construction that have enhanced community performance and resident outcomes.
Stephanie is passionate about strengthening people and culture practices within the senior living sector. In this discussion, she highlights that senior living should be viewed primarily as a people-centered industry, rather than just a real estate business – a perspective that shapes her leadership approach and vision for the future.
Key Discussion Questions:
- What does a people-first leadership entail and how can it improve business performance and resident outcomes?
- What is the best strategy for addressing potential challenges with investors and maintaining their trust?
- How does Stephanie ensure that core values, culture and mission are upheld across multiple communities?
- How can leadership teams build a sustainable and transparent management philosophy?
Contributors:
James Long, Senior Executive Consultant – Compass Associates
Connect on Linkedin | 984 444 7693 | [email protected]
James has over 15 years of experience recruiting at an executive level within the Senior Living sector. He has worked alongside some of the industry’s leading providers to identify and place high-impact executive talent for their senior management teams. James prides himself on his thorough understanding of the Senior Living Market and his ability to identify and attract leading, off-the-market, industry talent that can add significant value to senior living businesses.
Completing his Master of Business Administration provided him with a deeper insight into business principles, which, alongside his detail orientated approach, enables him to truly understand the challenges Senior Living businesses face. This allows James to deliver well-thought-out, comprehensive talent solutions tailored to meet their operational needs.
Stephanie Hess, Chief Operating Officer – Mimi Senior Living
Stephanie has successfully revitalized underperforming properties by improving operational efficiency, implementing cost-saving strategies, and rebuilding management teams, consistently transforming communities into thriving, profitable assets while maintaining a strong focus on resident well-being. In addition, she has overseen the full lifecycle of new Assisted Living, Independent Living, and Memory Care developments, from site selection to operational launch, ensuring they are designed and built to the highest standards with residents and staff in mind.
Throughout her career, Stephanie has navigated industry challenges such as staffing shortages, regulatory shifts, and evolving resident needs, while consistently delivering sustainable results for both residents and organizations. Her recent work at Mimi Senior Living reflects a steadfast dedication to strengthening the senior living experience for all stakeholders.
Summary:
In the discussion, Stephanie Hess shares her experience and passion for maintaining a people-first leadership model. Hess highlighted her team’s commitment during the COVID-19 pandemic, opting to rely on their own staff to maintain care quality. She stressed that hiring individuals with both technical skills and a genuine passion for the work is essential for sustaining a positive culture and effectively managing challenges.
Stephanie and James addressed the significance of consistent caregivers in enhancing residents’ experiences and alleviating family concerns; the detrimental effects of quick hiring decisions and the negative impact this can have on team morale and business success. Both James and Stephanie agreed on the necessity of a strong workplace culture, noting that it requires ongoing attention and swift action against toxic individuals. Hess shared her leadership approach, which includes transparency and accountability, fostering trust within her team, and maintaining open communication to navigate challenges effectively.
The conversation also touched on the industry’s shift towards a regional operator model, which Hess endorsed for its potential to improve care delivery through local engagement. She provided an update on Mimi’s strategic focus on joint ventures and expansion into key states, aiming to leverage existing knowledge and compliance capabilities. Long noted the positive sentiment in the industry and the importance of aligning business and investor expectations. James and Stephanie recognized the value of strong partnerships and expressed confidence in their shared vision for success, underscoring the commitment to care and purpose that distinguishes their approach from competitors.
Watch the full discussion:
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Choosing the right recruitment partner is crucial to navigating the ever-changing Senior Living landscape. You need a partner who not only understands the sector’s unique complexities and challenges but can also offer strategic insight and guidance throughout every stage of the hiring journey.
With more than 15 years of executive search experience in Senior Care, James has worked alongside many of the industry’s leading providers to identify and appoint transformational leadership talent across senior management teams. His deep market knowledge and ability to connect with off-market candidates enable him to consistently deliver results that drive lasting, measurable impact for his clients.
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