Special Offer to CAHSAH Members Only!

Special Offer to CAHSAH Members Only! 4th Annual Private Duty Home Care Leadership Summit & Exposition Pointe Hilton Tapatio Cliffs Resort • Phoenix, Arizona January 18-20, 2009

As a member of CAHSAH you can attend the 4th Annual Private Duty Home Care Leadership Summit & Exposition at our member rates. The Private Duty Homecare Association is the nation’s largest trade association representing private duty home care providers. As a CAHSAH member, you can save $200 on Registration!

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Please include credit card details or check. Two easy ways to register: Fax: (202) 547-3660 Mail: PDHCA 2009 Conference, PO Box 91486, Washington, D.C. 20090

About PDHCA The Private Duty Homecare Association (PDHCA) is the unified voice of private duty home care providers who help the aged, ill and disabled with services they need to remain independent in their own homes. PDHCA members receive weekly e-newsletters containing timely news and information pertaining exclusively to the private duty home care industry, as well as an award-winning monthly magazine with in-depth reviews of the latest trends in home care. Members also enjoy substantial discounts on education programs. PDHCA members are listed in our agency locator, a national referral source used by consumers. 4th Annual Private Duty Home Care

Leadership Summit & Exposition Pointe Hilton Tapatio Cliffs Resort • Phoenix, Arizona January 18 - 20, 2009

Sponsored by:

corecubed and Stoneridge Partners www.pdhca.org • 1 Sunday, January 18 Monday, January 19 Tuesday, January 20 7 a.m. 7 a.m. to 5 p.m. Registration Open 7 a.m. to 3 p.m. Registration Open

8 a.m. 7:30 to 8:30 a.m. 7:30 to 8:30 a.m. Continental Breakfast with Private Duty Exhibitors Continental Breakfast

9 a.m. 8:30 to 10 a.m. 8:30 to 10 a.m. General Session with Keynote Speaker General Session with Featured Speaker 10 a.m. 10 to 10:30 a.m. Networking Break in the Exposition Hall 10 to 10:15 a.m. Networking Break 10:15 a.m. to Noon Concurrent Sessions – 400 Series 10:30 a.m. to Noon Concurrent Sessions – 100 Series Session 401: Taking Market Share by Providing Caregivers Who Are 11 a.m. Session 101: Coaching Supervision: A Worker Empowerment Approach “Alzheimer’s Whisperers” to Supervision Session 402: Understanding Your Audience: If You Are Targeting Every- one, You Aren’t Reaching Anyone Session 102: Private Duty 2020: Are You Ready? Session 403: Selling a Private Duty Agency: A “How To” on Traveling a Noon Session 103: Essential Personnel Policies to Comply with Employment Law Rocky Road

Noon to 1:45 p.m. 1 p.m. Luncheon Served in the Exposition Hall 12:15 to 2:15 p.m. Luncheon and Report from Birds-of-a-Feather Noon to 7 p.m. 1:45 to 3:15 p.m. Concurrent Sessions – 200 Series Roundtable Series 2 p.m. Session 201: Business Owner to Business Leader: Taking Your Business Registration Open to the Next Level Session 202: Deliver Best What Your Customers Want Most Session 203: Strategies and Tools to Improve Your Success with Long- 2:30 to 4 p.m. Concurrent Sessions – 500 Series 3 p.m. Term Care Insurance Claims Session 501: Rising to New Heights: HR Strategies to Help You Climb to the Top 3:15 to 3:30 p.m. Networking Break Session 502: Smart Sales and Marketing: Discover Secrets from the Most Successful Agencies that will Catapult Revenues 3:30 to 5 p.m. Concurrent Sessions – 300 Series Session 503: Knock, Knock: What to Do When Your Surveyor ArrivesDuty Session 301: “Relevant Integration” A Strategy to Retain Your Company: From Payroll to Collections 4 p.m. Multi-cultural Workforce and Boost Client Satisfaction Session 302: Personal Branding: The Magic is in Your Message 3:30 to 6 p.m. Session 303: Essential Requirements for the Financial Management of the Private Duty Business within a Multi-Line Company 5 p.m. Opening Reception with Private Duty Exhibitors 5 to 6 p.m. Free Time 6 p.m. 6 to 7:30 p.m. 6 to 8 p.m. Opening General Session Birds-of-a-Feather Roundtable Series 7 p.m. Opening Remarks and Welcome Val J. Halamandaris and Mark Heaney 6 to 7 p.m. Birds-of-a-Feather Roundtable Series – Part I 7 to 8 p.m. Birds-of-a-Feather Roundtable Series – Part II 8 p.m.

9 p.m.

www.pdhca.org • 5 KeyNOTE SPEAKER Monday, January 19 • 8:30 to 10 a.m.

Simon T. Bailey , Keynote Bailey founded The Brilliance Institute, Inc., an organization dedicated to Speaker building the world’s most valuable resource – people. Fortune 500 companies, national associations, government agencies and educational institutions both Release Your Brilliance - in the United States and abroad look to him to help transform their cultures and Four Steps to Trans- processes and release the potential in their people. forming Your Workplace His newest book, Release Your Brilliance, is receiving rave reviews and having and Creating Lasting a profound impact on people’s lives. He has authored three other books: Simon Believes … Brilliant Service is the Bottom Line, Simon Believes … Success is an Value Inside Job and Simon Says Dream: Live a Passionate Life.

What untold successes could Bailey’s expertise has been honed over two decades with Hyatt Hotels, the Or- we achieve – in our lives, our lando Convention and Visitor’s Bureau and the Walt Disney Company. Bailey has workplaces, our world – if a master’s degree from Faith Christian University, which also recently awarded every one of us knew how to him an honorary doctorate for his global impact. unleash our inherent brilliance? Building on proven concepts from his book, Simon will guide you through the Simon T. Bailey has a visionary ability to identify brilliant potential in people and steps needed to create lasting change using a memorable diamond metaphor. organizations and ignite that brilliance into action for amazing results. Be prepared to leave this session ready to identify, tap into and maximize your individual brilliance and energy to increase focus and balance; initiate, sustain An internationally known speaker, author and consultant, he inspires individu- and nurture trust in business relationships with your peers, colleagues and als to take charge of change and transform their lives from the inside out. A customers; use the power of presence to increase value when interacting with thought leader and fresh voice in the business world, Bailey connects the dots clients and focus energy on strategic activities that support desired business between individual and organizational brilliance. He challenges and teaches outcomes. businesses and organizations to clear obstacles to brilliance in their cultures, processes and people, thereby achieving higher levels of engagement, retention and productivity – and a brilliant bottom line.

6 • Register Today! General Session SPEAKERs Sunday, January 18 • 6 to 7:30 p.m. Tuesday January 20 • 8:30 to 10 a.m. Jane M. Thibault, MA, MSSW, Ph.D. Chip R. Bell Director, Geriatric Evaluation and Treatment Program, University of Louisville, Founder, The Chip Bell Group Louisville, Kentucky Chip R. Bell is founder and manager of Dr. Jane Thibault is a practicing clinical gerontologist who has worked clinically the Dallas office of The Chip Bell Group, a with elders and their families for more than three decades. Understanding the confederation of highly seasoned consultants nuances of dementias and related cognitive disorders is her specialty, including around the country who collaborate to help how best to prepare the person, the family and the support system to work with organizations build a culture that supports those who suffer from cognitive impairments. long-term customer loyalty. Prior to starting Dr. Thibault is a clinical professor in the Department of Family and Geriatric The Chip Bell Group in 1980, he was Director of Medicine, School of Medicine and Adjunct Faculty in the School of Social Work Management Development for NCNB, now Bank at the University of Louisville in Kentucky. She has served at the University since of America. Dr. Bell holds graduate degrees in 1981, teaching geriatrics and gerontology to medical students, residents, geriat- organizational psychology and human resource ric fellows and social work students. She helped develop and is now Director of development from Vanderbilt University and George Washington University. He the university’s Geriatric Evaluation and Treatment Program, a geriatric assess- was a highly decorated infantry unit commander in Viet Nam with the elite 82nd ment program. In addition she teaches gerontology at the Kent School of Social Airborne Division. Work at the University of Louisville and when needed at the Louisville Presby- Bell is the author or co-author of several best-selling books including Service terian Seminary. She recently taught “Successful Aging” at Oxford University in Magic, Customers As Partners, Managing Knock Your Socks Off Service and England. Managers as Mentors. His recent book, Magnetic Service: Secrets for Creating She also counsels middle-aged and older clients, advising caregivers of elders. Passionately Devoted Customers, has won numerous awards and made several She is a clinical consultant to Humana, Inc.’s “Humana Active Outlook” product best-seller lists. His latest book is Customer Loyalty Guaranteed: Create, Lead and for senior adults where she writes a column called “Ask Dr. Jane...” She has also Sustain Remarkable Customer Service (Sept. 2007). designed a restraint-free chair for elders and holds its patent. Among her many His articles have appeared in an array of trade and professional journals, including community service activities, she is co-chair of the Kentucky Governor’s Council Management Review, Journal of Quality and Participation, Leadership Excellence, on Alzheimer’s disease, a member of the Kentucky Institute on Aging and is a Customer Relationship Management Journal, Leader to Leader Magazine, T+D member of the board of Mercy Sacred Heart Village, a teaching nursing home. Magazine, Sales and Marketing Management, Bank Marketing Journal, Advanced Management Journal, Harvard Business School Management Update, and many others. His work has been featured on CNBC, CNN, Bloomberg TV, NPR, and Reuters and in the Wall Street Journal, Fortune, USA Today, Entrepreneur Magazine, Inc. Magazine, Fast Company Magazine, and BusinessWeek.

www.pdhca.org • 7 Education Sessions Sunday, January 18, 2009 • 6 to 7:30 p.m. Providing in-home care to a person with dementia presents special challenges, and gaining a basic understanding of the vast difference between caring for a Opening General Session person with a physical frailty and a person with a cognitive impairment will give an in-home care relationship a better chance of long-term success. Opening Remarks and Welcome: Val J. Halamandaris, President, NAHC Top notch private duty agencies understand the importance of conducting a Mark Heaney, Chair, Private Duty Homecare Association thorough initial in-home assessment, including the best questions to ask in order to determine the mental status of a client in the home and how best to Featured Speaker: work with employees to provide service that is targeted to the specific needs of Jane M. Thibault, MA, MSSW, Ph.D. the client and the family. Having a good “game plan” for daily care, and com- Director, Geriatric Evaluation and Treatment Program, University of Louisville, ing equipped with activities that make the day a pleasant one will create an Louisville, Kentucky in-home care scenario that fosters success and long term compatibility for the home care agency, its staff and the client. Program Description Objectives: Statistics reveal that a majority of persons receiving care at home have some • Showcase ways to do a basic in-home assessment with a new client to determine form of dementia. Understanding first how to identify dementia, and then plan- if dementia is present and to what extent; ning how to best provide care allows for a more successful relationship between • Discuss options for the client to best determine if the dementia is organic and a home care provider and a client, the client’s family and the client’s support progressive or treatable due to diet or depression; and system. A caregiver is then also better equipped to make care at home more • Relate activities that the caregiver can use in the home with the client to maintain meaningful for the client by providing care with specific, proven tools to assist in a better quality of life. daily activities. Course level: Basic; 1.0 nursing CEs; 1.0 CPEs (NASBA/PHR). Oftentimes a first meeting does not unveil a client’s true needs. Families might “cover up” the extent of the client’s inability to cope with daily living, and it is not until care is underway and a problem has occurred that the situation comes to light. Avoiding those surprises in care and having a clear understanding prior to providing care will make for a better initial caregiver placement and a better plan of care.

8 • Register Today! Monday, January 18 • 100 Series • 10:30 a.m. to Noon Track 1: Track 2: Track 3: HUMAN RESOURCES MARKETING & BUSINESS DEVELOPMENT OPERATIONS

Session 101 Session 102 Session 103 Coaching Supervision: A Worker Empow- Private Duty 2020: Are You Ready? Essential Personnel Policies to Comply erment Approach to Supervision with Employment Laws This workshop will provide a discussion to plan Coaching is a style of supervision that focuses on and grow your private duty company for the future. An agency’s personnel policies are one of its most supporting the growth of workers, as opposed to What will the industry be like tomorrow? With important legal documents and are critical to com- the more traditional disciplinary approach to ad- constant changes expected, what will you and your pliance with legal requirements and managing the dressing performance problems. organization need to do to survive and prosper? risks of the employment relationship. This program What are the key strategic, management and will identify and explain a number of specific poli- Objectives: operational issues that owners and administrators cies that are essential for agencies to include in the • Describe how coaching supervision can create a need to address? personnel policies. culture of retention; • Discuss differences in traditional and coaching Objectives: Objectives: supervision; and • Discuss new business strategies for the future; • Describe why personnel policies are imperative to compliance with legal requirements; • Outline the key elements for successful coach- • List key elements for private duty survival and ing supervision. prosperity; and • Describe how legal requirements affect what is • Describe a process to identify the top priorities to said in personnel policies; and Faculty: Kathie Smith, RN, Director of grow your business. • Indentify various policies that are essential to Quality Initiatives and State Liaison, include in an agency’s personnel policies. Association for Home & Hospice Care of Faculty: Stephen Tweed, BA, MS, CSP; North Carolina, Raleigh, NC. CEO Leading Home Care…a Tweed Jef- Faculty: John Gilliland, Esq., Principal, Course level: Basic fries Company, Louisville, Ky. Gilliland and Markette, LLP, Indianapolis, Nursing CEs: 1.5; Accountant CPEs: 1.0 Course level: Intermediate Ind. (NASBA/PHR). Nursing CEs: 1.5; Accountant CPEs: 1.0 Course Level: Intermediate (NASBA/MKT). Nursing CEs 1.5; Accountant CPEs 1.0 (NASBA/BL).

Luncheon in Exposition Hall • Noon to 1:45 p.m.

www.pdhca.org • 9 Monday, January 19 • 200 Series • 1:45 to 3:15 p.m. Track 1: Track 2: Track 3: HUMAN RESOURCES MARKETING & BUSINESS DEVELOPMENT OPERATIONS

Session 201 Session 202 Session 203 Business Owner to Business Leader: Deliver Best What Your Customers Want Most Strategies and Tools to Improve Taking Your Business to the Next Level Your Success with Long-Term Care In this saturated industry, even great providers Insurance Claims This workshop is designed to help agency leaders struggle to grow. This workshop provides a planning evaluate where their agency stands and how to tool for participants to analyze competitors, custom- Join key personnel from leading long-term care insur- grow it to the next business level. As administra- ers and their own agency with a focus on growth. ance carriers in a presentation and panel discussion tors and owners, we are often too busy working designed to help private duty home care agencies bet- Objectives: in the business rather than on the business. It is ter work within the long-term care insurance industry. critical for the success of the business that we • Identify the components of a competitive analysis grid; Learn more about the overall process and how to recognize that we are leaders as well. • Develop a grid comparing your agency with com- improve your success with long-term care insurance petitors in your service area; and claims. Attendees will come away with a clear under- Objectives: • Create a Strategy Canvas to create, upgrade or bet- standing of how private duty agencies are reimbursed • Analyze the “state of your business” and set goals ter communicate services. by long-term care insurance policies, as well as how for growth; Faculty: Barbara Gray, MA, Senior As- carriers and agencies can together improve client care • Identify personal leadership strengths and weak- sociate; Lynn Serra, MBA, RN, Senior with communication and care management. nesses; and Associate; Beth Carpenter, MBA, • Develop a plan for agency growth. President/CEO; all faculty with Beth Car- Objectives: penter and Associates, Berrington, Ill. • Identify key language to facilitate claim reimbursement; Faculty: Lucy Andrews, RN, MS; CEO and Course level: Advanced • Develop direct contacts with various carriers; and Founder, At Your Service Home Care, Nursing CEs: 1.5; Accountant CPEs: 1.0 Santa Rosa, Calif. • Utilize tools to simplify communication regarding (NASBA/MKT). Course level: Basic client care. Nursing CEs: 1.5; Accountant CPEs: 1.0 Faculty: Maryglenn Boals, CLTC, President, (NASBA/PHR). MgBoals & Associates, LLC, Phoenix, Ariz.; representatives from John Hancock, Prudential, MetLife and MedAmerica. Course level: Intermediate Nursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/SEB). Networking Break • 3:15 to 3:30 p.m.

10 • Register Today! Monday, January 19 • 300 Series • 3:30 to 5 p.m. Track 1: Track 2: Track 3: HUMAN RESOURCES MARKETING & BUSINESS DEVELOPMENT OPERATIONS

Session 301 Session 302 Session 303 “Relevant Integration” A Strategy to Personal Branding: The Magic is in Your Essential Requirements for the Financial Retain Your Multi-cultural Workforce and Message Management of the Private Duty Business Boost Client Satisfaction within a Multi-Line Company Learn the value of personal branding from an Relevant Integration is a strategy that fosters per- agency that has had great success by using this This program provides an introduction to the basics of sonal awareness and growth, enhances brand loyalty element of marketing. This workshop provides financial management of a private duty home care business that has, or is considering, more than one line of business and improves staff retention. Using this approach for discussion on what is personal branding. You will in its operation. Attendees will gain an understanding of orientation and training helps prepare the multicultur- learn the importance of identifying what your the accounting and statistical details required to obtain al worker to integrate culture and ethnicity into their company stands for; how to include your staff in meaningful financial and management reports. Beginning work life as they care for their clients. As competition the brand development process; and the impor- with such elementary areas as establishing the appropriate for workers and clients increases, private duty/private tance of consistency with your brand message. revenue and cost distribution by service area, indentifying pay businesses need strategies to help them stay the components of a balance sheet and income statement, ahead of the pack by helping their workforce become Objectives: and discussing the differences between cash base and engaged and acculturated to meet the needs of • Discuss how to develop a brand; accrual accounting. today’s increasing numbers of multicultural clients. • Utilize a messaging session to develop your agency’s message or messages; and Objectives Objectives: • Relate the importance of consistency in your mes- • Identify the basic financial elements of a private duty business; • Describe staff integration as a key strategy to pro- sage and a “call to action.” • Recognize the “matching” processes for the separation of mote retention; direct cost by various private duty services and other lines of • Use concept of integration to identify non-traditional Faculty: Bob Roth, Managing Partner, business; topics for staff orientation and training; and Cypress Home Care Solutions, Phoe- • Describe various processes for charging or allocating • Construct workforce strategies to ensure your clients’ nix, Ariz. overhead costs by type of service or business line; and cultural needs are met. Course level: Intermediate • Identify the financial indicators that must be understood in Nursing CEs: 1.5; Accountant CPEs: 1.0 making operational decisions. Faculty: Margherita Labson, RN, MSN; As- (NASBA/MKT). sociate Director, Home Care Accreditation, Faculty: Vern Peterschmidt, Peterschmidt & The Joint Commission, Oakbrook, Ill. Associates, Albuquerque, NM Course Level: Intermediate Course Level: Basic Nursing CEs: 1.5; Accountant CPEs: 1.0 Nursing CEs 1.5; Accountant CPEs 1.0 (NASBA/PHR). (NASBA/FIN). Free Time • 5 to 6 p.m. www.pdhca.org • 11 Monday, January 19 • Round Table • 6 to 8 p.m. ROUND TABLE Monday Evening Birds-of-a-Feather Roundtable Sessions

Back by popular demand, this year’s Birds-of-a-Feather Roundtable Sessions will take place Monday evening from 6 to 8 p.m. During our luncheon, Tuesday, Birds-of-a-Feather Roundtable topic leaders will report back to attendees on each topic. The following topics will be presented in Roundtable format led by experts in each of the topics. This is an extremely effective way for participants to learn from the experts and from one another, and a great opportunity to share “what works.”

Estate Planning/ Elder Law Caregivers Across the Supervising Your Private Qualified Retirement Plans Attorneys and Home Care Spectrum: How Do We Duty Home Care Agency for Private Duty Home Care Agencies Recruit and Retain Them? Staff Agencies Serena Brock, President/ Faculty to be determined Vicki Myers, RN, CLNC, Patrick L. Brown, Sr., CEO Brock MacNeill MLE Consulting, PLC, MBA, CSA Principal, Consulting/Marketing, Tucson, Ariz. Willow Financial Ser- Charlotte, NC vices, LLC, Towson, Md

How to Start a Live-in Service Ten Basic Standards for What is Geriatric Care Round-Table Topics will be pre- David Goodman, Success in Non-Medical Management and How Can sented for 60 minutes and then President; and Frank Private Duty Services It Help Your Business? repeated one time. Attendees will Esposito, Vice President, John Buck, Executive Joe Jackson, LICSW, have the opportunity to participate both from Companion Director, Visiting Home- President, Elder Care in two topic discussions. Continuing Connections Senior Care, maker Service of Hudson Advisors, Lenox, Mass. education credit is not available for New York, NY County, Jersey City, NJ Roundtable Sessions.

12 • Register Today! Education Sessions Tuesday, January 20, 2009 • 8:30 to 10 a.m. Clients as Partners: Creating a Client Loyalty Culture Chip Bell, The Chip Bell Group In today’s competitive private duty home care market, your clients have options. Once they are clients, building relationships and keeping those relationships positive is one key to keeping clients long term. When your clients can say, “I love dealing with that agency,” that loyalty comes back as bottom-line results! Clients who like you will continue using your service. Clients who love you go out of their way to take care of you; they insist their friends go only to you, and become a great referral source. Developing and nurturing client loyalty is one of the most effective tools in building and maintaining a devoted client base. Customers are favorably attracted to organizations when they feel an emotional connection. This means heart-touching encounters filled with spirit, caring and a positive attitude. First-rate agencies understand that if you connect with your clients, teach, trust and reassure your clients, they will passionately reward you with their devotion, their advocacy and their funds. Whether your client receives services short term or long term, you want them to recall the experience favorably. Set the tone and lead the way in your private duty agency – create, foster and retain long lasting and remarkable client devotion. Objectives: • Outline the chief components of a client loyalty culture and understand how these components work; • Identify the processes of nurturing the “nobility” of service excellence; and • Showcase ways to keep faith with associates and clients by creating service reli- ability.

Course Level: Basic; 1.0 nursing CEs; 1.0 CPEs( NASBA/MKT).

www.pdhca.org • 13 Tuesday, January 20 • 400 Series • 10:15 a.m. to Noon Track 1: Track 2: Track 3: HUMAN RESOURCES MARKETING & BUSINESS DEVELOPMENT OPERATIONS

Session 401 Session 402 Session 403 Taking Market Share by Providing Caregiv- Understanding Your Audience: Selling a Private Duty Agency: A “How ers Who Are “Alzheimer’s Whisperers” If You Are Targeting Everyone, You Aren’t To” on Traveling a Rocky Road Reaching Anyone Savvy private duty providers need to develop expertise in This presentation will explain, step by step, the providing care to the burgeoning number of people with This presentation demonstrates how to differenti- process one needs to go through in order to sell Alzheimer’s disease. An “Alzheimer’s Whisperer” uses ate your agency and position yourself by using, a private duty home care agency. Follow the sale the Theory of Retrogenesis to stage the person’s demen- resource-rich marketing to grow billable hours. from preparation through closing. Topics will tia and from this staging to understand the cognitive and Find out how to identify the best targets for include working with brokers, valuation, anticipat- functional capabilities and deficits. With the increasing numbers of people with Alzheimer’s disease, private duty referrals and enhance your market presence with ing problems, the offer letter, negotiation and final home care agencies that provide caregivers who are helpful resources. contracts. “Alzheimer’s Whisperer’s” will have a lock on the market. Objectives: Objectives: Objectives: • Identify the basics of agency differentiation; • Describe the process involved in selling a private • Define an “Alzheimer Whisperer” and the Theory of • Demonstrate effectiveness of resource-rich mar- duty agency; Retrogenesis; keting for an “at need” service industry; and • Identify the commonly encountered problems and • Indentify cognitively appropriate strategies to respond • Discuss real life case studies and examples relating possible solutions in the selling process; and to challenging behaviors; and to private duty. • Explain the documents required in the selling • Discuss marketing strategies to capture the private process. duty share. Faculty: Merrily Orsini, MSSW, Managing Director, corecubed, Louisville, Ky.; and Faculty: Donald Cummins, Merger & Faculty: Verna Carson, Ph.D., PMHCNS-BC and Cheryl Richards-Mann, BS, President/ Acquisition Master; Risa Baker, Vice Katherine Vanderhorst, both from C&V Senior CEO Atlanta Home Care Partners, Inc., President, both with Stoneridge Partners, Care Specialists, Inc., Fallston, Md. Atlanta, Ga. Fort Myers, Fla. Course level: Intermediate Course level: Advanced Course Level: Intermediate; Nursing CEs 1.5; Nursing CEs: 1.5; Accountant CPEs 1.0 Nursing CEs: 1.5; Accountant CPEs: 1.0 Accounting CPEs 1.0 (NASBA/MKT). (NASBA/MKT). (NASBA/SEB).

Luncheon and Report from Birds-of-a-Feather Round Table Series • 12:15 to 2:15 p.m. 14 • Register Today! Tuesday, January 20 • 500 Series • 2:30 to 4 p.m. Track 1: Track 2: Track 3: HUMAN RESOURCES MARKETING & BUSINESS DEVELOPMENT OPERATIONS

Session 501 Session 502 Session 503 Rising To New Heights: HR Strategies To Smart Sales and Marketing: Discover Se- Knock, Knock: What to Do When Your Help You Climb To The Top crets from the Most Successful Agencies Surveyor Arrives That Will Catapult Revenues This session will explore techniques and tools for cre- With an increasing number of states initiating ating and maintaining employee accountability and Why do some agencies seem to attract all of the licensure requirements, private duty companies ownership in order to deliver unforgettable service best clients? Discover their secrets and how to must prepare to respond to initial and ongoing and employee satisfaction in the private duty agency. apply them at your agency. Only attend this session regulatory surveys. This presentation reviews Find insight and wisdom on choosing values, aiming if you are serious about building an agency that the overall status of private duty regulation, the for excellence, maintaining integrity, and helping will grow its revenues and protect its future. This elements of a survey visit, how to respond and others reach their potential. As leaders in home care, dynamic and interactive session will help you lever- prepare for a survey and practical information to we share a common belief that a company cannot age and reinforce existing relationships and build stay in compliance. maintain high-quality people, products or profits un- new profitable ones. less it is lead with compassion and caring. Objectives: Objectives: • Discuss the basic regulatory requirements in Objectives: • Identify ways to enjoy sustained revenue increases; private duty licensed states; • Implement meaningful in-service to achieve maximum • Discuss sales, marketing and customer service • Describe the components of a survey visit; and retention and staff participation; ideas that can be immediately implemented; and • Cite the common steps to maintain compliance • Consider appreciation–little things go a long way; and • Explain how customers can actually be enlisted to with regulatory requirements. • Create a consistent environment to avoid chaos and- sell services and recruit caregivers. communication failure. Faculty: Pat Drea, BSN, MPA, Chief Faculty: Michael T. Ferris, Director, Operations Officer, Visiting Angels, Faculty: Debbie Osborn, VP Operations/ Marketing, Sales and Customer Service Havertown, Penn. CFO, CPA, MBA, Idaho Home Health Consulting Division, Simione Consul- Course level: Intermediate and Hospice, Twin Falls, Idaho; Heather tants, Hamden, Conn. Nursing CEs: 1.5; Accountant CPEs: 1.0 Mounce, Executive Director, Human Course level: Intermediate (NASBA/SEB). Resources, SPHR, Idaho Home Health and Nursing CEs: 1.5; Accountant CPEs: 1.0 Hospice, Twin Falls, Idaho. (NASBA/MKT). Course level: Basic Nursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/PHR).