POWERED BY THE BRANDYWINE CENTER OF EXCELLENCE
NEWS & NOTES ALL AROUND BRANDYWINE
“THI S IS MY NEW HOM E.”
D S AN EAR Y ” 1 “1 IT! ING LOV TE
“BRANDYWINE IS MORE THAN A PLACE OF EMPLOYMENT. IT IS MY EXTENDED FAMILY.”
IDE
S SEA
TOMS RIVER
“I LOVE MY DRESHER
ISSUE 43 | WINTER 2020
BRA
POIN
NDA
LL E
STAT
ES
TEAM.”
ESTATES
What is an NPS Score? It’s a quick measure (Net Promoter Score) on how people feel about their job and their company. We all have things we love, things that are just ok, and things that quite frankly... we don’t like. We could be shouting from the rooftops (Promoters); have no big issues, but some things we would like to keep working on (Passives); or have a few things we are concerned about (Detractors).
RE A LONG “I’VE BEEN HE CE PLACE TO TIME. IT’S A NI NG PROOF.” WORK. I’M LIVI TATES HAVERFORD ES
The purpose of a Net Promoter Score is to take a quick look at how each team member feels about their particular job and about Brandywine as the place they have chosen to work. “THE C OMPAN Y IS TH I COULD E BEST. N’T IMA GINE BE AT ANO ING THER P LACE.”
B HERE G A JO “GETTIN RED ANSWE TRULY S YER .” MY PRA
HADDON
FIELD
The score is computed by looking at the Promoters and those who are just not feeling it, the Detractors. Those in the middle (Passives) are eliminated from the score analysis. An NPS gives us insight (and a quick pulse) on how we are doing. And, we did great! I personally read over 1,000 comments. What did I learn? We (and you) are doing really well! And, of course, we, together, always have room to do even better. If we confine our analysis to the “Promoters” and “Detractors” out of the 1,299 team members who rated their feelings about their job, 81% (1,049) were Promoters!
IELD LITCHF
Out of the 1,365 who rated Brandywine as a Company, 87% (1,192) were Promoters! “THE RESIDENTS AND EMPLOYEES FEEL LIKE FAMILY. I LOVE IT HERE.” HUNTINGTON TERRACE
These are great scores. Now, we are on a mission to turn those who registered as “neutral” into Promoters! Where you choose to work is important to your life. We are joined in the mission to continue to make Brandywine the top choice in the senior living industry. What we do is special, and it takes special people like you to make it happen.
81%
See more comments from the Engagement Survey on pages 6.
WOULD RECOMMEND BRANDYWINE AS A PLACE TO WORK
87% WOULD RECOMMEND BRANDYWINE FOR SENIOR LIVING SERVICES
YEAR IN REVIEW FROM THE BRANDYWINE CENTER OF EXCELLENCE
OUR COMPANY
OUR RESDIENTS
23 years 2,613 IN BUSINESS
7
30
STATES
COMMUNITIES
18
OUR TEAM
48
OUR FOLLOWING
4.21
TEAM MEMBERS
4.6
GLASSDOOR AVERAGE RATING
1,646
AGE OF OUR OLDEST RESIDENT
RESIDENTS OVER 100 YEARS OLD
2,630 211
108
COMMUNITIES WITH ADVANCED STANDING
(NJ ISSUED QUALITY AND SERVICE EXCELLENCE DISTINCTION)
GLASSDOOR REVIEWS
RESIDENTS
CUSTOMER SATISFACTION RATING
81%
ENGAGEMENT SURVEYS NET PROMOTER SCORE
WOULD RECOMMEND BRANDYWINE AS A PLACE TO WORK
260 654,626 2,655
ONLINE REVIEWS MY JOB
MY COMPANY
48.5
62
NPS SCORE 0-100 30 TO 70= GREAT 70 TO 100= EXCELLENT
87% WOULD RECOMMEND BRANDYWINE FOR SENIOR LIVING SERVICES
WEBSITE VISITS
2,108
BRANDYCARE.COM INQUIRIES
THANK YOU FOR A WONDERFUL YEAR!
FACEBOOK LIKES
BRANDYWINE CENTER OF EXCELLENCE
THURSDAY, FEBRUARY 27TH | 11AM - 3PM THE ALOFT • MOUNT LAUREL, NJ You are cordially invited to the awards ceremony recognizing the 2019 BrandySTARS and the National Assisted Living Week Winners. Featuring Town Hall with Brenda Bacon, President & CEO
BRANDYStar SPOTLIGHT Ask Xenia Balkaran, Executive Director at The Savoy, about Velema Dockery. “Velema cares for our residents in the most professional, yet gentle and caring way. She always puts the residents’ interest first. She has a wonderful spirit and I am just delighted to have her as a part of our family.”
VELEMA DOCKERY CARE MANAGER
Velema Dockery is coming up on her two year work anniversary in July as a Brandywine Care Manager. She loves putting smiles on the residents’ faces even when someone may be having a bad day. Both the residents and her fellow team members are close to her heart. She says, “I love working here at Brandywine. The togetherness makes me want to come to work every day.”
Velema lives in Far Rockaway and enjoys spending time with her family, and especially enjoys cooking her many special dishes. She has three lovely children - two daughters and a son, a daughter-in-law and a grandchild who she absolutely adores. Although she prepares all types of dishes and tries new ones as well, her favorite cuisine is Caribbean and Southern. Asif Kalaam, Wellness Director at The Savoy, sums it up, “When you meet Velema , you know you have met a good, respectable person. It’s the way she speaks, the way she carries herself and her interactions with others that makes her so special to all of us.”
Way to go, Velema!
THE SAVOY
4TH QUARTER BRANDYSTARS
HAVERFORD ESTATES Michael Casher, Housekeeper
PRINCETON Elsa Dias, Housekeeper
HOWELL Frank Washington, Chef
REFLECTIONS Susan Fraschilla, Care Manager
HUNTINGTON TERRACE Robenson Beaubrun, Dining Staff
THE SAVOY Velema Dockery, Care Manager
ALEXANDRIA Jonathan Jabatie, Housekeeper
LITCHFIELD Linda Weik, Concierge
SEASIDE POINTE Angel Fisher, Housekeeper
BRANDALL ESTATES Wendy DiSanti, Concierge
LIVINGSTON Josiane Pierressaint, Care Manager
SENIOR SUITES Shirley Thomas, Housekeeper
COLTS NECK Ana Vializ, Escapades Expert
LONGWOOD Jean Edwards, Chef
THE SYCAMORE Jennifer Washington, Wellness Nurse
DRESHER ESTATES Mamakon Kanneh, Care Manager
MAHWAH Rosita Grullon, Care Manager
TOMS RIVER Sean Linnert, Wellness Nurse
FENWICK ISLAND Christine Zhelesnik, Escapades Expert
MIDDLEBROOK CROSSING Maria Adoptante, Dining Staff
UPPER PROVIDENCE Natalie Smith, Care Manager
THE GABLES Chanel Hills, Wellness Nurse
MOORESTOWN ESTATES Josean Maldonado, Butler
VOORHEES Nancy Moore, Concierge
GOVERNOR’S CROSSING Rose Daniel-Percy, Care Manager
MOUNTAIN RIDGE Cindy Quintanilla, Housekeeper
WALL A’leesiah Carey, Care Manager
HADDONFIELD Thomas Louis, Chef
PENNINGTON Tuba Masood, Escapades Expert
Leadership Excellence KEN KENNEDY
DIRECTOR OF DINING SERVICES AT SENIOR SUITES
LEADERSHIP SERIESCOMMUNITY SPOTLIGHT
Growing your career with Brandywine is an important focus for us. The BCE carries this mission forward and is proud to mention that Ken Kennedy, who in October, 2018 completed the Brandywine University Management Training, was recently promoted to Director of Dining Services at Senior Suites. Maria Nadelstumph, SVP of The Brandywine Center of Excellence, sat down with Ken to review his growing career here at Brandywine.
Hey, Ken! We’re excited to feature you in this issue of The Tribute. Congratulations on your promotion! Ken: Thank you! So, you have had quite the career journey. Hired first as a cook in 2007, moved to Assistant Director, and now Director. Tell us how you pursued advancement in your career? Ken: Well, I really enjoyed cooking, but over the years I wanted more for myself. I asked about the Director of Dining Services and Associate Director of Dining Services positions. I noticed that some positions became available, including at my home community, Moorestown Estates. I figured I would inquire. Why not, right? I interviewed and unfortunately, I wasn’t the right fit at that time. But, you did not give up. What happened next? Ken: I knew I needed to be more prepared. Time passed and a young man from the dining team asked me if we could switch days off so he can take some culinary classes. This young man took his classes and I watched him advance his career to Associate Director of Dining Services and later, Director of Dining Services. This young man, Kensington Johnson, became my mentor and friend and encouraged me all the time. He brought out my leadership qualities, strong work ethic, willingness to learn new things, not just a team leader, but a team player, as well. Kenny is amazing and we see the bond that you both share! You mentioned “...team leader, but a team player as well”, what do you mean by that? Ken: Well, remember we’re all players and coaches and we need to get in the game from time to time. Perfectly said. What advice do you have for other team members looking to advance their careers? Ken: Find yourself a mentor in your field of interest. Ask yourself: ‘What do I need to work on for the next time? And, have integrity in all that you do.”
Innovation BU LIVE!
Colleen and Dawn teach the first BU Live.
Online Courses We hosted our first BU Live session on Wednesday, January 22nd, online! Invoices: Process and Best Practice was co-facilitated by Dawn Besmer (Corporate Manager of Business Office Operations) and Colleen Galanis (Director of Budgeting & Financial Analysis). In an effort to move knowledge, not people, we used technology to educate over 60 team members outside of the traditional BU classroom at Moorestown Estates. The best feature of this process is the visibility and interactive dialogue among our BL experts delivering content and open and real-time chat features. It is an interactive way to reach more people!
A snapshot of BU Live in action.
Here’s how one team member described the experience:“It was a very informative and all around great training. To be able to learn about a different end of the company was nice. Seeing new faces from other buildings was nice. I like the written and visual presentation approach and that you provide the information to reference in the future. I look forward to doing more live trainings.” Consider this the BCE Innovation laboratory of training. The goal of the BCE this year is to offer more BU e-learning type sessions that focus on short, real-time, practical topics that help you and help the business using both hard and soft skills.
ENGAGEMENT SURVEY 2019.... WHAT EMPLOYEES ARE SAYING ABOUT THEIR JOB... I’ve been at Brandywine for about 5 years and everyone I’ve met here has been amazing.
Teamwork will always be everywhere. And, we find it at Brandywine.
Moorestown Estates
Voorhees
My coworkers are extremely helpful and supportive. Mountain Ridge
I like working with the residents. After 2 1/2 years, I consider them part of my family. Livingston
I totally love coming to work here and love the warmth of the people who live here and my fellow employees. Upper Providence The team is highly dedicated, welcoming and professional. I am so proud to be a Brandywine team member. Governor’s Crossing
Best job I ever had. We love our leader. Gables
I have worked here for 16 years and have been honored to grow with this company. The Savoy
I love the environment and my coworkers.
Great people-Great team.
Princeton
Howell
I love my job, my team, and the ED! Mahwah Nice family oriented environment.
Wall I love the people.
Reflections Brandywine care managers and team members deliver the best care. Colts Neck
Pennington Sycamore has the best care managers. The Sycamore
We work as a family. Longwood
Company pride from corporate on down.
Awesomeness. Alexandria
One happy family. Middlebrook Crossing
I feel like I am working with family.
I love what I do.
Senior Suites
Fenwick Island
n Excellence the
Linking Project
THE LINK: NYPD
Two police officers from the 71st Precinct in Brooklyn reconnect at The Savoy. A “link” was made and they hit it off immediately. Of course, they did. Imagine the stories they are sharing around the dinner table about the days as a NYC cop!
WHAT IS THE LINKING PROJECT? Remember that first day of high school? Have you ever walked into a new situation and knew no one? That’s what it feels like when a new resident moves into Brandywine. We’re working on changing that. The Linking Project is a Brandywine initiative to help a new resident make a connection by finding a link between two (or more) people with similar interests, backgrounds, hobbies, or occupations. So, for example, during the discovery process with the Director of Community Relations (DCR), we find out that Doris grew up in Newark as a member of a large Italian family, was a seamstress all her life, and loves to dance and play cards. We have lots of clues on how to make her move less stressful for her and her family, right? Think about it this way… The Linking Project is the first 24 hours and beyond. It’s finding and connecting those people who have things in common so you immediately feel at “home.” Listen, they may not end up being best friends, they may choose friends they have less in common with, but it starts the process of making a connection with someone in your new “neighborhood” who has had similar experiences or enjoys the same interests!
Bob Jarmusik and Archie Sayles
THE LINK: FAMILY TIES
Louise’s (pictured left) husband was related to Doris’ brother-in-law (middle). And Doris went to school with Regina’s husband (pictured right). More links were made... Doris lived a few doors down from Regina. The trio have a lot of catching up to do, but the best thing is… they’re together again at Brandywine.
Nobody likes being “the new kid on the block.” So, that’s where we come in! It’s not a newsletter or a group social. It’s more personal than that. It takes the entire team to help find a “link.” Here are some examples: • Putting two poker players together to start a competitive weekly game in the Pub. • Introducing people who grew up in the same town. • Connecting an avid New York Giants fan with another one. • Creating an opportunity for two people to share memories from the same high school. • What “links” can you make? What “links” can you help orchestrate?
Louise Ketcham, Doris Mele and Regina Amalfa
Letters Fr To the Wonderful Brandall Estates Staff,
We are so appreciative of the time and effort that you spent taking care of our mother these past two and half years. From the first day she arrived until her last day you gave her excellent attention and support. You did your jobs with patient affection and treated her with the dignity and respect she deserved. We know it is not easy to do your tasks at times, but somehow you do them with a smile and kind words so that those in your care feel special. Thank you for doing these for Luisa:
•
For all the fun activities she participated in especially the BINGO and Sunday manicures
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Driving her to appointments and shopping centers.
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Printing her photos in the newsletter and making her feel like a celebrity
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Nursing her and giving her medication when she was ill
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Supporting her and sympathizing with her when her beloved son-in-law died
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All of your compliments, hugs and smiles always made her feel loved
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Washing her clothes to her meticulous demands
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Making her bed up perfectly as she liked it
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Cleaning her room and emptying her trash endlessly
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Bringing her breakfast on the morning she was too tired to go downstairs
May God bless each of you with good health and happiness so that you can continue to be his angels on earth.
•
Preparing special meals to satisfy her fussy Italian palate
•
Rubbing her legs with cream every night to ease her pain
With deep appreciation,
•
Bathing and dressing her when she could not manage alone
Dear Ms. Bacon,
It is my pleasure to write to you and sing the praises of your administrator, Donna Winegar, at Brandywine Assisted Living in Rehoboth Beach, DE. I have known Donna for many years during my employment with DE Medicaid Reimbursement, and more recently during a relative’s residency for about 6 years in your facility. You are fortunate to have such a dedicated administrator who is a real asset to your company/facility, and one who always has the residents and their families at heart, too. Never afraid of pitching in when & where needed, and
Anne Herbert, Carmen and Barbara Catanese and families
always has an open door for talking with residents and their families. She’s a good problem solver and hard worker and seems to treat each resident and family as she would want her parents to be treated. She is a great asset to Brandywine, and knowing that she is there is a great comfort to families and their loved ones, stay. Kudos for Donna, and I am wishing Brandywine and Donna continued success in caring for our aging loved ones in this area and for many blessings in the New Year.
Many thanks, Jan Kennedy. Dear Ms. Bacon,
My name is Wendi and my parents (of blessed memory) Aaron and Joyce Caplan were five year plus residents of Brandywine Voorhees. Thank God for Melissa, Malandra and team. They became our family through what was the absolute most difficult time in our lives. Mom passed in July of 2018 and Dad left us just three
months ago. Dad spent his last days in Reflections which was in many ways a truly magical experience- as funny as that sounds. We are eternally grateful to your team who literally held their (and our) hands in the last hours of their lives.
Sincerely, Wendy
rom Family Susan Lopresti and Sean Keating,
The Chop House Steak Night was outstanding and appreciated by everyone and great for morale as we are still talking about the super food and service.
Thanks again, Hal
Our Mission
Brandywine Living will provide our residents with the highest quality care in the most appropriate setting based on an individual’s needs while
YOU CAN TEACH SKILL, BUT YOU CAN’T TEACH
HEART!
respecting their individuality, independence and dignity.
Our Core Values •
We believe that every resident has
•
We believe in delivering the best quality service possible to those who have put their trust in us.
•
the right to be treated with dignity and respect and has the right of selfdetermination.
We believe that honesty, integrity, caring and thoughtfulness are as important as the health care we provide.
•
We believe that our residents are active, joyful and fascinating individuals who will continue to learn and grow each day and will contribute to our learning and growing as well.
•
We believe that great care is a team effort where ideas, collaboration, and mutual respect for each team member’s efforts and contributions are essential to the result.
Jordan walks with (from left)Loretta, Connie and Martha Litchfield
A Picture Speaks A Thousand Words...
Jordan’s soft, reserved demeanor and caring approach has brought him closer with many residents, especially Connie. They clicked from their very first meeting. Connie said, “I think it began by me asking him a lot of questions and getting insight on him.” Simple conversations about minorities and growing up in different decades led to deep discussions about race and diversity and how that has affected each of them personally. Jordan Snell, Escapades Expert & Dining Server, enjoys both these deep conversations as well as the laughing banter that he and Connie exchange. They both agree that she’s like a grandma to him, however, the roles sometimes change. Connie refers to Jordan as ‘the boss’ as he reminds her to always use her walker. Toby Yurchick, Escapades Producer at Litchfield, says, “I often walk by finding the two of them laughing or Jordan checking in on her.” Jordan has brought light to Connie’s life and she is truly grateful that they became friends since she moved to Litchfield. Jordan feels the same about Connie. We are brought together in this life for a reason and for these two, it is a special friendship!
10
WHAT’S GOING ON AR
Dana Tozzi (Associate Executive Director at Huntington Terrace) gave birth to her 3rd son, Parker Knight Tozzi, on January 17, 2020. He weighed 6lbs, 13oz. Congrats, Dana!
Marilyn Goldstein (Executive Director at The Gables) wrote, “I could not resist this photo. It’s our housekeeper, Laurie Heber, and resident, Cecelia Rosamelia. This is what it’s all about.” We agree, thanks for sharing!
Nicole May (Wellness Nurse at Middlebrook Crossing) received her RN license in Dec 2019. Congrats, Nicole!
Monique Bass (Care Manager at Senior Suites) welcomed A’Mani Milan Weaver on November 11, 2019. She weighed 6lbs, 7oz. Mommy and baby are both well!
Congratulations to Lester Bentacourt (Dining Server at Mountain Ridge) who became a father on December 20th. Hugo David weighed 6lbs, 10z.
Martina Purnell (Care Manager at Fenwick Island) celebrated her 10year anniversary with Brandywine. She says, “I like it here and plan on doing 10 more!” We’re glad you’re here, Martina!
Upper Providence Waitress, Bailey Haber, created these delicious Thanksgiving dinner decorated cupcakes for residents and team members! Very creative, Bailey!
Heather Cormack (Escapades Producer at Fenwick Island) and her fiance, Jeff, eloped on November 7, 2019 in Guanacaste, Costa Rica! Heather says, “The residents and managers had a surprise bridal shower the day before I left which was so sweet!” Congrats, Heather!
The nurses at Governor’s Crossing made Mary Craig’s, (resident) dream come true to see Englebert Humperdinck in concert one last time. Mary and her daughter were VIP guests on Nov 22nd at the Englebert Humperdinck concert. Mary has been all smiles ever since!
ROUND THE KINGDOM
Mahwah Team
Haverford Estates Team
Congratulations to Mahwah and Haverford Estates who were awarded Senior Advisor’s Top-Rated Senior Care in New Jersey and Pennsylvania!
We Remember
Katherine Vasquez (Care Manager at Mahwah) graduated in June with her Associates Degree in Social Work! She is continuing her education towards her Bachelor’s. Congrats, Katherine and keep up the good work!
NANCY WALLING
Nancy Walling (Concierge at Princeton) unexpectedly passed away peacefully at home on January 18. Nancy was a dedicated, exemplary team member, and a pillar at Brandywine Living at Princeton with over 15 years of service. The entire Princeton community of residents, team members, and families will remember Nancy as a true treasure.
WELCOME!
CONGRATULATIONS!
Abby Dyjack Director of Community Relations at Upper Providence
Jeff Smith Director of Dining Services at Senior Suites
Mara Sobrano INVEST Coordinator at Howell
Caryn Rapp INVEST Coordinator at Governor’s Crossing
Katherine Pecko Reflections Coordinator at Seaside Pointe
Marie Milano Executive Director at Mountain Ridge
Chett Ambramson Executive Director at Livingston
Kendall Munizza INVEST Coordinator at Alexandria
Peter Matos Director of Dining Services at Longwood
Donna Watts INVEST Coordinator at The Savoy
Kyle Bailey SVP of Finance & Operations at Corporate
Tahshona Reid INVEST Coordinator at Livingston
Doug Doran SVP Dining & Hospitality at Corporate
Lauren Lyga Reflections Coordinator at Litchfield
Thomas Hasko Environmental Services Director at Governor’s Crossing Todd Ryan VP of Sales & Marketing at Corporate
Brittany Coba from Escapades Expert to INVEST Coordinator at Mahwah Ken Kennedy from Associate Director of Dining Services to Director of Dining Services at Senior Suites Mildred Williams from Escapades Expert to INVEST Coordinator at Toms River
Celebrating Milestones at Brandywine… DECEMBER, JANUARY AND FEBRUARY!
AN OFFICIAL “THANK YOU” FOR YOUR YEARS OF SERVICE!
20 YEAR MILESTONE
15 YEAR MILESTONE GOVERNOR’S CROSSING HODGE, LESSIE HOUSEKEEPING ASSISTANT
PENNINGTON WOLOKOLLIE, DORIS CARE MANAGER
LITCHFIELD TROY, JULIE WELLNESS DIRECTOR
PRINCETON ABINGUNA LIMUACO, MAE WELLNESS DIRECTOR
HUNTINGTON TERRACE CATAPANO, RHONDA ESCAPADES PRODUCER SEASIDE POINTE LOUISE ENRIGHT CONCIERGE
LITCHFIELD MICHAEL WOODWARD CHEF
10 YEAR MILESTONE
5 YEAR MILESTONE
SEASIDE POINTE WINEGAR, DONNA EXECUTIVE DIRECTOR
HOWELL CITRANGLO, CLARE ADMINISTRATIVE ASSISTANT
MOORESTOWN ESTATES MORELAND, JESSE HOUSEKEEPING ASSISTANT
LITCHFIELD MARSHALL, JASON CHAUFFER
COLTS NECK DAVID, GARETH CARE MANAGER
HOWELL TURRO, JOANNE WELLNESS NURSE
MOORESTOWN ESTATES TAYLOR-LEE, SHERRY CARE MANAGER
THE SYCAMORE GILL, EDWARD HOUSEKEEPING ASSISTANT
COLTS NECK WALLACE, LAKEIDA CARE MANAGER
MOUNTAIN RIDGE GUGLIOTTA, SHARON DINING SERVER
SEASIDE POINTE SEEDS, ELIZABETH WELLNESS NURSE
THE SYCAMORE PADO, MARIAN CARE MANAGER
LONGWOOD JOHNSTON, KATHLEEN WELLNESS NURSE
PENNINGTON DIAZ, MICHAEL DINING SERVICE DIRECTOR
MIDDLEBROOK CROSSING DANIELS, A. LASHAWN CARE MANAGER
FENWICK ISLAND SWANN, TERESA CHEF
FENWICK ISLAND CAIRNS, ANNE CHEF
MIDDLEBROOK CROSSING HARDY, KATIE ESCAPADES PRODUCER
TOM’S RIVER BENITEZ, PAULA HOUSEKEEPING ASSISTANT
FENWICK ISLAND PURNELL, MARTINA CARE MANAGER
BRANDALL ESTATES BUDZAK, DOREEN WELLNESS DIRECTOR
TOM’S RIVER MILLER, MARISSA DINING SERVER
BRANDALL ESTATES CAMANO, PALMINA CARE MANAGER
WALL KENNY, ROBERT ENVIRONMENTAL ASSISTANT
HAVERFORD WALLON, GINETTE CARE MANAGER
PRINCETON PARELLA, GINGER CARE MANAGER
LITCHFIELD CAPPELLO, MICHAEL ESCAPADES EXPERT
PRINCETON ODONKOR, EVELYN WELLNESS NURSE VOORHEES MANSARAY, SALLYMATU CARE MANAGER
HOPE YOU ENJOYED THIS LATEST EDITION OF THE TRIBUTE! If you have a special story or accomplishment to share, please send to thetribute@brandycare.com.