2023 Arrow Senior Living Portfolio

ARROW SENIOR LIVING

Fiercely commited to improving senior living since 2005

Arrow is driven by a commitment to achieving results. Technology, a proactive sales approach, and efficiency thread every aspect of the operation. This translates into better value and service offerings for residents and stronger compensation packages for employees, which in turn supports high-level engagement, skills development, and deployment. Arrow believes in growing its leaders and prides itself on the longevity of its core team, as many of those seats are held today by the same team members who worked in the trenches during the company’s earliest turnaround days.

Stephanie Harris, Esq.

FOUNDER AND CHIEF EXECUTIVE OFFICER

“My favorite cheese is goat, I love Ronald Reagan, and my celebrity crush is Bob Newhart.”

Meet the Arrow Core Team

Arrow believes that engagement is most critical to maximizing net operating income. As such, the Core Team is comprised of individuals who are all building a culture that can sustain more engaged residents, families, and employees.

thought leader driven to raise the bar

“I love to read, doodle, laugh, and listen to Taylor Swift. I’m also deathly afraid of blood clots.”

“I never give up, I’m fearless! I like to hike and explore, and I’m also quite the pizza chef.”

“I love to work out, eat nachos, and I always want to be part of the conversation.”

“I’m afraid of sharks, love mashed potatoes, and I know how to juggle.”

Largest OPERATOR

43rd Assets MANAGED

$1.2B+ Stabilized OCCUPANCY

94.6% Jobs CREATED

1,800+

William Marshall III CHIEF OPERATING OFFICER

Cassie Tweten CHIEF SALES OFFICER

Amanda Tweten CHIEF OPERATING OFFICER

Sarah Klebolt GENERAL COUNSEL

Arrow Senior Living Portfolio

Collaborative ‘Supporg’ Structure

Nope. That’s not a typo. A Supporg Chart is not a typical “org chart”. Arrow, sees things from a different perspective. The folks at the top of the chart are the dedicated team members who work directly with the residents who call Arrow communitites home. Think of it this way, each lower line in the chart leads to another layer of support.

HOW LONG HAVE THEY WORKED AT ARROW SENIOR LIVING?

This is what Arrow’s Portfolio Looks Like

Breaking Ground

A team of new development leaders assist with guidance on market demand, site selection, unit mix and levels of care, underwriting budget and assist with the design and finish of the community.

Gwyn Rahmier MANAGING DIRECTOR OF BRAND DEVELOPMENT

“I have two beautiful red-headed children. My favorite hobby is working out, and I am afraid of snakes.”

This is what Arrow’s Continuum of Care Looks Like

Active Adult

Spacious villa homes offer room and privacy without the burdens of maintenance and upkeep. Full kitchens, attached garages, patios, in-home laundry, and access to all the events and services.

Independent Living

Independent living is all about residents living life on their terms. Say goodbye to housekeeping and chores and hello to services and amenities, daily activities and entertainment, and transportation services.

Independent Living Plus

All the perks of independent living with the benefit of assistance with care available customized to the resident’s need.

Assisted Living

Person-centered care model includes individualized care plans that are developed in collaboration with the resident, family, and Wellness Directors.

Special Care

Designed to be assisted living for individuals needing more focused physical care including two-person assistance.

Resident-Centered Approach to Dementia Care

An engaging and supportive memory care neighborhood that combines comfort, encouragement, and privacy. Memory care support partners spend time connecting with each resident to better understand their personalities and needs. Care is approached holistically, supporting residents in every facet of their lives, with consideration to the five key elements: family style dining, continued education, family volunteer program, daily routines, and engagement assessments.

The Princeton Senior Living VITALIA® North Olmsted

The Wildwood Senior Living

Carriage Court Senior Living

Cedar Trails Senior Living

Hudson Grande Senior Living

The KentRidge Senior Living VITALIA® North Olmsted

The Wildwood Senior Living

The Boulevard of Wentzville

The Castlewood Senior Living

Cedar Trails Senior Living

The KentRidge Senior Living VITALIA® North Olmsted VITALIA® Strongsville

The Wildwood Senior Living

Justin Ladd VICE PRESIDENT OF OPERATIONS

“My favorite color is orange, and I can wiggle my ears! ”

A look into Arrow’s Resident Experience

Culinary Excellence

Dining in Arrow restaurants is the core of resident satisfaction and generally one of the primary reasons a prospect moves. An expansive menu of always-available options, plus daily specials, are served all day long. This innovative program results in high quality dining options with a lower labor expense.

Guests are always welcome at Arrow restaurants to join residents for Arrow famous Sunday Brunches, Friday Happy Hours, holiday feasts, or anytime that is convenient.

Alyssa Bruns

MANAGING DIRECTOR OF CULINARY OPERATIONS

“My

Arrow’s Restaurant Experience

All community restaurants were named for local history, lore, or heroes. For example, the restaurant at Castlewood Senior Living, Sackman’s, is named for Ricky Lee Sackman, a treasured builder and fixer of things with a laugh that fills a room and a heart just as big. A lover of fishing, flying RC airplanes, and taking care of seniors, Rick is a veteran and a longtime friend.

Resident Engagement

In pursuit of the vision to create an exceptional living experience, Arrow offers a comprehensive calendar of engaging programs designed to cater to a diverse and inclusive audience. The lineup includes a virtual events channel and monthly traditions aimed at promoting education and fostering a sense of belonging for all residents. From the festive 45-day celebration of #ArrowCheer to the enriching experiences of learning sign language or Spanish, as well as invigorating cardio drumming classes, there are abundant opportunities to flourish and embrace life to the fullest. Additionally, partnerships with local colleges provide residents with ongoing educational prospects to further their personal growth.

Arrow Story Corner

This intergenerational program has the goal of promoting not only connection and literacy with local schools, but also shares a commitment to diversity, equity, and inclusion.

Acts of Kindness

Arrow’s Martin Luther King Jr. Acts of Service Program includes a year-long pledge to perform acts of service each month.

mother is a great influence on me, I’m raising twins, and Asian food is my favorite.”

Kayla Barlow

VICE PRESIDENT OF RESIDENT EXPERIENCE

“I have an infectious optimism and have been told I am the human embodiment of glitter.”

This is what Arrow’s Wellness Looks Like

Clinical Standards

Arrow’s wellness philosophy is resident-centered care with a more personalized approach to resident needs and preferences, and appreciation of lifelong habits.

As care needs increase for residents, additional staffing and care time is necessary. Additionally, higher turnover can drive wasteful expense. Lengthening the stay of a resident for even three months can save a community approximately $14,000 a year, not to mention the orientation time for staff to acclimate to a new resident and family to the community. The philosophy is that by being more proactive and less reactive, residents could benefit from interventions and longer length of stay could be possible.

In recent years, Arrow has been able to identify ways to be more efficient in staffing patterns and care delivery. Arrow has been able to develop improved workflow in care planning by integrating all technologies on one proprietary platform. This has allowed the Wellness leadership to develop programs to help identify skin issues, fall risks, and medication errors.

Welcome to Wellness Wednesday

Crystal Parrish MANAGING DIRECTOR OF WELLNESS

“Eating king crab legs while listening to live jazz music would make me very happy.”

Community Wellness teams collaborate with local home health and therapy providers to host monthly Wellness Wednesday Health Fairs. These fairs allow residents to engage with vendors, staff and other residents. Wellness Wednesday Health Fairs offer an opportunity to enhance resident and community engagement and allow for social opportunities. Monthly wellness visits, which drive resident and family communication, are completed during this event.

Arrow was the first senior living company to commit to the portfolio-wide accreditation process through the Joint Commission once the Assisted Living program was relaunched after a 15-year hiatus. With a commitment to help improve senior living, the review by the gold standard in healthcare accreditation was valued by Arrow as a critical third-party measure of the company’s culture of process improvement.

Three of Arrow’s communities were the first communities accredited not located on or within skilled nursing facilities. Third party accreditation is important to Arrow’s quality assurance and process improvement process. The company is currently in the second phase of accreditation with two more phases to follow.

Derek Harris DIRECTOR OF WELLNESS INTEGRATION

“Boston terriers, sunshine, theme parks, and going to bed at a reasonable time are a few of my favorite things.”

Foresite

Resident falls and fall management are the industry’s largest risks for resident turnover, as well as litigation. More than six years ago, Arrow partnered with new technology developer Foresite as a pilot for the clinical fall management tool. The program was a success, leading Arrow to roll it out at each new development.

Created as a non-invasive solution to monitor residents’ health, anticipate future health problems, and enhance quality of life, Foresite utilizes a system of sensors instead of the typical cumbersome and uncomfortable equipment that residents would otherwise be required to wear. These sensors can monitor changes, predict future health crises, and provide alerts about emergency situations.

Joint Commission

This is what Arrow’s Innovation Looks Like

Integration Driving Innovation

Early Achievements:

Established Critical Communication Platform and reduced time to action

Automated COVID-19 reporting on cases, testing and vaccinations including temperature and mask detection screening

Improved Comprehensive Resident Evaluations (CBA) compliance

Created wellness helper report and improved workflow by 50%

Benchmark Communities for trendsetting, best practices and pilot programs

Automation Driving Operational Insights

High level clustering and scorecard reporting to identify more global areas of concern

Resident specific reporting for targeted interventions

Julie Mills VICE PRESIDENT OF INTEGRATION

“I enjoy baking and drawing, and if I could pick my superpower, it would be to read minds.”

Matt Meyers SENIOR MANAGING DIRECTOR OF ANALYTICS

“I enjoy photography, eating sushi, and app design. My favorite color is blue.”

Arrow Senior Living

The Boulevard of Wentzville

Carriage Court Senior Living

The Castlewood Senior Living

The Fremont Senior Living

Hudson Grande Senior Living

The Princeton Senior Living

The Township Senior Living

VITALIA® Montrose

VITALIA® North Olmsted

VITALIA® North Royalton

VITALIA® Rockside

VITALIA® Stow

VITALIA® Strongsville

The Wellington Senior Living

The Westbury Senior Living

The Wildwood Senior Living

This is a Great Place to Work

Excellence in Employee Experience

The Human Resources department ensures that Arrow has an authentic and unique culture focused on diversity, inclusion, equity, employee wellbeing, employee engagement and career development. The goal of the Human Resources department is for all employees to feel a sense of belonging.

Candace Johson VICE PRESIDENT OF HUMAN RESOURCES

“I am an employment law nerd that loves sweet potato and avocado. I also enjoy running.”

Recruiting

The department understands that employees are best positioned to help the company achieve its business goals when they are truly supported and accepted for who they are. Arrow takes the ‘human’ aspect of Human Resources very seriously. Human Resources shows up, develops, and supports all employees with programs such as tuition assistance, life coaching services, recognition programs, quarterly raises and much more.

To manage the applicant process and to access a wide variety of job boards and online application services, Jobvite is the primary tool of Arrow’s recruitment team. The service provides both organizational and departmental management of applicants and needs, providing greater communication between the home office recruitment team and a community’s administration team.

Leadership Academy

This development program guides staff through practical concepts to manage outcomes and growth through personal reflection and mindfulness. Arrow’s work with Personal and Professional Development Coach Michael Buckley, as well as its investment in an onstaff Clincial Social Worker, continues its efforts to create a psychologically and emotionally healthy place to work.

Employee Appreciation

Each year, Arrow Senior Living recognizes every department within the organization for Employee Appreciation. Celebrity cameo videos for each of the home office departments have been a huge hit over the past few years. Each Arrow community has their own Employee Appreciation celebration honoring their personnel for all the hard work and dedication of their devoted employees.

Training Library

Arrow values education and safety, with leaders actively involved in capturing their trainings for a video library. Arrow prioritizes familiarity between line staff and home office service area leads, encouraging monthly training video viewings through watch parties. Quarterly 1% raises are given to employees who meet their training goals, reinforcing the importance of ongoing education.

This is what award winning Culture Looks Like

The Beachball Experience

Arrow Senior Living’s infamous beachball experience, brings resident teams head-tohead with each other and employees, who join in on practice and orientation days, and the competition is fierce. Resident beachball teams span Arrow communities. This initiative provides a sense of purpose, healthy competition, exercise, and a lot of fun.

Shannon Novak SENIOR MANAGING DIRECTOR OF MARKETING

“I hate ketchup and have a deep fear of stairs without risers. It’s not all bad though. I do believe in magic (in a young girl’s heart)”

45 Days of Holiday Cheer #arrowcheer

Celebration of the holiday season starts early and wraps late at Arrow Senior Living. Arrow proclaims 45 Days of Holiday Cheer, with traditions starting on Thanksgiving Day and running through Orthodox Christmas. This stretches holiday celebrations, educational events, special ceremonies, and fun experiences from late November through early January. Residents also look forward to recording an annual holiday song.”

Inclusive Traditions

Arrow Senior Living’s Diversity and Inclusion Speaker Series serves to expand knowledge, empathy, and understanding of the broader, ever-changing world by creating opportunities for conversation with experts on thought-provoking topics in various areas. Previous recordings have ranged from Juneteenth to the Holocaust and Pride to Mental Health Awareness.

Nicely News

Arrow’s award-winning Nicely News, conceived in the depths of the COVID-19 pandemic to keep community residents informed and connected, has grown into a weekly production welcoming viewers on YouTube and Facebook with the latest updates in and around the Arrow network. Every Friday afternoon host Lenny Hernandez features different Arrow communities, special events, and residents.

Embracing Crowdsourcing

Arrow started off 2023 with an employee hackathon. Fourteen groups participated in this event. The standout achievement came from the winning team, who created an impressive scheduling app called “The Archer.” This application revolutionized the process of staff scheduling for communities and the home office recruitment team. By automating schedules based on budgeted care ratios and efficiently filling open positions, the app works to reduce reliance on staffing agencies.

The Old & The Beautiful

What happens when resident writers are challenged to develop characters, plots, and a continuous story line? Arrow residents published, not one, but two romance, murder, and suspense novels. “The Old and The Beautiful” parts one and two are available for purchase online and at many local bookstores.

This is what Arrow’s Relationship Sales Looks Like

Proactive Moves

Arrow has developed a robust and proactive sales process, drawing on the founder’s extensive experience of living in various communities for over 10 years. Additionally, the company has leveraged its successful track record in new development leasing over the past decade to further enhance their sales approach.

Paisli DiRuzza MANAGING DIRECTOR OF SALES

At the core of Arrow’s sales philosophy is the recognition that seniors themselves are the primary decision-makers, rather than family influencers. This perspective guides every interaction with potential residents. It is important to note that the decision-making timeline for moving into senior housing can be quite lengthy. If an individual does not decide to move within 90 days of their initial inquiry, it typically takes an average of one year before they eventually make the move. This extended timeframe is often due to underlying fears and concerns that may hinder the problem-solving process.

Therefore, each interaction within Arrow’s sales process is carefully designed to foster trust and address both the needs and fears of prospective residents. By prioritizing the senior as the ultimate decision-maker and taking a measured approach, Arrow is able to achieve higher move-in rates. This intentional focus on building trust and allowing sufficient time for decision-making contributes to the success of the company’s sales efforts.

Sales Leader Success

Arrow communities consistently exceed regional, market, and submarket performance by an average of approximately 300%, as compared to insights from Moody’s Analytics for each location.

Arrow consistently surpasses industry benchmarks. While the industry stabilizes at less than two units occupied per month according to NIC Map data, Arrow outperforms with higher growth on average. This reflects Arrow’s effective strategies and commitment to meeting the needs of senior residents, establishing them as a leader in senior housing.

Creative Follow Up

Rob Bequette MANAGING DIRECTOR OF SALES

“My favorite cheese is string, I love casinos, and my choice of superpower would be to know everyone’s business. ”

Hollie Walker

VICE PRESIDENT OF MARKETING

“I read 100 books a year and believe in magic.”

Creative follow-up is probably a new concept to learn. Simply stated, it is whatever is needed to make a connection with a prospective resident, adult child, or influencer. It may be as simple as sending a book or flowers or inviting them to an event at the community. Creative follow-up is most effective when it is targeted to an individual’s specific situation. It can be as personalized as sending a retired pharmacist a prescription for happiness or a creating an individualized newsletter about the senior’s interests.

“I love spending time with the people who make me happiest, and my grandma has influenced my love for senior living.”

This is what Continuous Improvement Looks Like

Phase 1

Implemented (2020 to 2022)

• Data warehouse model

• Critical Communication alerts and tracked open risk (potential and known)

• Established tracking and trending of high-risk incidents

• Formalized investigation process, implemented Sorry Works and Welcome Wagon efforts

2023 Business Goals

Goal 1

Phase

2

In Progress (2022 to current)

• Arrow metrics

• Integrating at-risk reporting at property level to companywide review

• Optimizing investigation process, training & archival

• Consolidating technologies and data insights for enhanced tracking & trending

• Increasing on-site inspections for compliance

• Revamping QAPI Committee

Refine KPIs leveraging one data platform

• Metrics based system as app

• Investments in data infrastructure (FiveTran and Snowflake)

Goal 2

Workflow improvements and automation

• Wellness efficiency (barcode scanning & documentation)

• Wellness Wednesday and Helper Report

Goal 3

Collaborate with service areas

• Deep Dive weekly meeting

• Vision Team formed

Goal 4

Margin improvement

• Stabilizing occupancy & identifying new revenue streams (RTM)

• Standardizing purchasing and contract management process

Goal 5

Retention (Employees & Residents)

• The Archer scheduling app

• Automated wage reviews with benchmarking

Goal 6

Enhance communication channels

• Microsoft Teams migration Q1 2023

• Cubigo communication platform launched Q2 2023

Phase 3

Future Improvements (2023 and after)

• Automate risk identification

• Revamp wellness visit

• Consolidating wellness reporting into one comprehensive scorecard

• Intergrating with third-party partners (Moody’s, NIC, Joint Commission, and other operators)

Internal Operations

Arrow takes pride in the Welcome Wagon program, which aims to provide a seamless experience for new residents. Through personal interactions, the team proactively engages with each new move-in to assess satisfaction levels and address concerns. This hands-on approach prioritizes resident happiness and fosters a welcoming environment. By continuously monitoring and mitigating concerns, the team ensures a positive living experience right from the start.

Lacey Goins MANAGING DIRECTOR OF INTERNAL OPERATIONS

“My mom is my greatest influence, and if I could pick a superpower, it would be the power of healing.”

In addition to resident satisfaction, the team excels in efficiently managing vendor relations, service contracts, and payables. They prioritize risk management by meticulously evaluating and maintaining vendor relationships to minimize potential risks. Service contracts are carefully reviewed and negotiated to align with Arrow’s standards, ensuring optimal terms and conditions. The team also diligently oversees payables, ensuring accurate and timely payments to vendors. Through their diligent management, the Internal Operations team safeguards Arrow’s operations, promoting a secure and reliable environment for residents and the organization as a whole.

Ariel Forste MANAGING DIRECTOR OF INTERNAL OPERATIONS

“My talent as a juggler at times overshadows my favorite color gray and taste for corn.”

Summary of Reduced Exposure

Quality Assurance & Process Improvement

By leveraging technology, Arrow better manages care services, optimizing resource allocation with increased precision. The implementation of predictive technology enables better planning, leading to improved service delivery when most crucial.

To ensure accountability, Arrow’s analytics team measures all initiatives, while the compliance team conducts audits. This comprehensive approach enables continuous quality assurance and improvement efforts. To further streamline operations, Arrow has centralized transactional functions, transferring them from onsite community staff to the home office. This shift allows onsite staff to focus more on daily operations at the community, fostering increased engagement and additional time for quality assurance.

Arrow’s compliance team conducts mock surveys to identify areas of risk and opportunity for operational improvement. An investigations team reviews HR and resident incidents for exposure and areas of improvement. These initiatives present opportunities to refine and optimize processes and policies, ultimately improving the overall operation.

Asset Management

Arrow’s regional plant operations team conducts site assessments to identify potential life safety risks. They implement measures such as surge protection, insulation enhancements, and specialized equipment. Monthly meetings, quarterly town halls, and drills for severe weather, active shooter, fire, and elopement are held, surpassing state preparedness standards.

DIRECTOR OF ASSET MANAGEMENT

“I do not like snakes, but I do like catching really big fish and building my own lures.”

MANAGING

Mike Boyd

Rob Cain

VICE PRESIDENT OF COMPLIANCE

“I enjoy yard work and can paint accurately without using painter’s tape.”

This is what Coverage Looks Like

Current Program Structure

Umbrella Liability:

$5M per Claim

$5M Aggregrate for all claims

Retroactive Date: 08/15/2020

Professional Liability: $1M per claim

$3M Aggregate for all claims

General Liability: $1M per claim

$1M personal and advertising injury

$300K damage to rented premise for each premise

$5K Medical Expense

$3M Aggregate for all claims

Retroactive Date PLGL: 08/15/2020

Emplyee Benefit Liability:

$1M each employee

$1M Aggregate

Retroactive Date EBL: 08/15/2011

Policy Aggregate

$6M for all claims

Deductible: $25,000 per claim

EBL: $1,000 each employee

Policy Effective Dates: 8/15/2022 - 8/15/2023

Claims Made Form

Named Insured: Arrow Senior Living Management, LLC

Amy Foley

MANAGING DIRECTOR OF ACCOUNTING

“Ask me about working out! I can lift heavy things.”

Financial Controls

With a focus on optimizing financial resources, minimizing costs, and maximizing returns, Arrow has worked with Direct Supply’s DSSI purchasing platform to establish controls to safeguard data and ensure compliance. Arrow maintains a strong foundation for treasury management.