As part of an ongoing series of community engagement sessions within the Senior Living industry, Compass Associates 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:
Compass Associates
Compass Associates have worked alongside some of the industry’s leading providers to identify and place high-impact executive talent for their senior management teams. We pride ourselves on our thorough understanding of the Senior Living Market and ability to identify and attract leading, off-the-market, industry talent that can add significant value to senior living businesses.
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 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. 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. We noted the positive sentiment in the industry and the importance of aligning business and investor expectations. 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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