Spirit - Winter 2022

VOLUME 11 • ISSUE 1 • WINTER 2022

Leveraging Technology to Engage Residents PAGES 2-3

Technology Helps Residents Live It! With Purpose PAGES 6-7

Excellent Care Reflected in Quality Awards, Ratings PAGES 12-13

A WORD FROM THE CEO

A Beloved Box of Erasers I am old enough to recall when a computer first appeared in my office many years ago. Our executive assistant had a bulky, complicated unit and an oversized monitor. My boss and I would give our longhand documents drafted on paper for her to retype into the word processor. I was infamous for making many changes, never quite satisfied until I had done several rewrites. One day I found a box of erasers on my desk with a note attached that read, “Please use these before giving me your documents.” Obviously, the day arrived when each of us had our own desktop computers, much to the relief of our assistant. Those were the days!

Since then, technology has permeated our organization and our world. UCH embarked on an innovation journey many years ago. In this issue you will read stories about this important aspect of our organization and the way it affects every part of the work we do.

Rev. Dr. Kenneth Daniel President and CEO

Word processing is still very important of course, but we now have digital document management, communications and online meetings. Throughout the pandemic we have relied on Zoom and other virtual meeting platforms. Our business, accounting, human resources and clinical activities are automated. We have electronic health records and personnel files. Whether it’s equipment, apps or new programs, technology is everywhere and impacts almost everything in our lives.

New technologies pop up daily. Significantly, The Ohio State University and Vanderbilt University have engaged UCH in a research study on several of our campuses to examine the impact of animatronic companion animals on resident social and emotional well-being. These mechanized toy robots interact with residents, have plush textures and make realistic pet-like sounds and movements. They provide the pleasures of having a pet without the responsibilities! Additionally, we are rolling out to a number of residents a companion-like smart robot called ElliQ (“Ellie-Cue”). These interactive counter top companions respond to conversations similar to Siri or Alexa and cue residents with questions, trivia or daily reminders to initiate conversation and combat loneliness.

In this issue you will learn about our new executive, Mike Hughes. He will be leading our own transformation to digitally delivered services and support to individuals in their homes. This new strategic program is designed to bring the world of UCH to people beyond our residential campuses who want to remain in their own homes. This initiative will shape the way we think about how to serve more people of diverse needs, providing resources and support for independence.

I still do a lot of rewriting 30 years since I shared one computer with three colleagues. But I have saved that box of erasers as a memento of my own journey that has not only been impacted by technology, but also by caring people who patiently guided my development as a leader. I have made many “revisions” of my own along the way.

I hope you enjoy this new issue of Spirit.

UNITED CHURCH HOMES

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United Church Homes continues to follow guidance from state and federal agencies related to the COVID-19 pandemic. Some photos were taken before the implementation of mask requirements in long-term care communities.

ON THE COVER: Pat Bartsokas smiles with joy holding her tablet in the dining room of The Glenwood Community in Marietta, OH.

CONTENTS FEATURES

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Leveraging Technology to Engage Residents

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Technology Helps Residents Live It! With Purpose

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Excellent Care Reflected in Quality Awards, Ratings

Residents embrace artificial intelligence for engagement and socialization

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Finding meaning, purpose and connection

Clinical quality sets UCH communities apart

ALSO IN THIS ISSUE Michael Hughes joins UCH . . . . . . . . . . . . . . . . . . . . . . . 5 The 30 Year Club . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

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The Music Man . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 IT Evolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 The Best of the Best . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Partnership Brings New Community . . . . . . . . . . . . . 16 Donor Spotlight: Dan Busch . . . . . . . . . . . . . . . . . . . . . 18 Generosity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Community Briefs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Parker Center Upcoming Programs . . . . . . . . . . . . . . 24

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Leveraging Technology to Engage Residents

A group of friends at Pickfair Square in Pickerington, Ohio, gather around ElliQ to discuss their love for the technology.

One might think that United Church Homes’ (UCH) focus on technology is only in response to the COVID-19 pandemic – a period in which people and organizations increasingly relied on technology to stay connected with friends, family and work. However, senior leadership and staff are always exploring ways to better serve residents throughout UCH’s nearly 80 Life Plan, healthcare and affordable housing middle market communities and have long recognized the many opportunities to do so through technology.

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“Each UCH community is unique and so too are residents’ needs and preferences,” explained Amy Kotterman, UCH’s director of customer experience.

Some technology initiatives enhance the quality of medical care provided to residents, while others contribute to residents’ abundant living. Some do both and all align with UCH’s commitment to helping people achieve purposeful living in mind, body and spirit.

A new UCH artificial intelligence technology initiative being piloted at various independent living communities is ElliQ, described by its developer as a friendly, intelligent, inquisitive presence in seniors’ daily lives. ElliQ is a device similar to Amazon’s Alexa but different in two distinct ways: it is empathetic and proactive. More than one-third of the devices being used in the U.S. are in the hands of UCH residents, engaging them in conversation, facilitating health check-ins, encouraging physical activity, streaming various genres of music, sending messages, reporting news, sports and weather and engaging residents in cognitive games.

“Over time, ElliQ learns residents’ personal interests and preferences,” explained Dan Fagan, UCH’s executive director of housing and services, who reached out to the developer after reading an article in The New Yorker magazine.

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“As part of the pilot, UCH residents offer feedback that will inform further development and help identify new ways to keep seniors engaged.” |

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ElliQ is highly complex artificial intelligence technology.

It doesn’t pretend to be a real person and isn’t intended for use with memory care patients. ElliQ has no face or eyes, its voice sounds like that of a robot and it includes a tablet for display of information. It encourages residents to stay hydrated, to take medications, engage in physical activity and has an internal calendar to remind users of appointments and upcoming events.

ElliQ interacts with residents through a robotic persona, which moves and turns, engaging the resident.

Residents learning about ElliQ at Hardincrest in Kenton, Ohio.

A couple at The Glenwood Community enjoy being connected to others right from within their community.

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Leveraging Technology to Engage Residents (continued) Thanks to generous donors, life-like robotic cats and dogs are used at many of our communities to address residents’ need for companionship. These warm and fuzzy electronic pets provide comfort and joy to seniors living with the challenges of dementia and loneliness. Some seniors see them as real pets, while others recognize them as an amazing piece of technology. In both cases, they are an example of UCH’s commitment to helping improve residents’ overall quality of life.

A resident at The Parkvue Community meets her interactive pet for the first time.

Another interesting and beneficial technology initiative is RemoteMD – an international healthcare service developed to treat patients physically isolated on freighter ships and oil rigs. It’s currently used in UCH skilled nursing communities to provide telehealth services. It connects residents, their loved ones, UCH interdisciplinary team members, physicians and other healthcare providers. An online mini-emergency room telehealth visit allows residents to be assessed for heart, pulmonary and urinary conditions, and leads to wellinformed decisions on how and where residents can receive the best care.

“An emergency room visit can be traumatizing and increase a person’s risk for potential exposure to infectious diseases,” explained Director of Clinical Services, Lorelei Heineman.

“RemoteMD allows us to screen residents and determine whether they need hospital services.

Family members can also be involved in the decisions.”

UCH participated in a trial of RemoteMD last summer for two months, using the technology to help identify the root cause of residents symptoms and the best treatment options. During that two-month period, UCH achieved an 80 percent reduction in the number of residents requiring transfer to a hospital emergency room.

In UCH’s affordable housing communities, establishing and maintaining a connection with residents is a high

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Resident at the Parkvue Community cuddles newly adopted cat, Keya.

priority including ensuring they have the access and ability to use technologies. UCH service coordinators use the Resident Connect system to maintain contact and build relationships with residents through voice mail, text and email. Residents can participate in Zoom meetings facilitated by service coordinators and can borrow tablets for telehealth appointments and to connect with family and friends.

The Brunswick Community in Ohio is piloting CaringWire, a digital caregiver assistant. It teaches the community’s residents how to resolve common problems and access community resources. It asks questions to identify needs and offers suggestions on various ways to address them including daily care, home safety, safe driving, legal, financial and more.

It doesn’t replace support provided by the community’s service coordinator, but rather supplements it by providing residents with a tool to self-manage their most basic needs. Information may also be shared with others both within and outside the community. Accessible on a smart phone or computer, CaringWire helps seniors maintain their independence.

These are just a few ways UCH is exploring the use of technology to help older adults live well and lead abundant lives.

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MICHAEL HUGHES

joins UCH as Senior Executive Vice President and Chief Transformation and Innovation Officer In the summer of 2021, United Church Homes reorganized its corporate structure to become a nimbler organization, optimizing leadership talent into project-oriented teams to accomplish major goals.

This restructure allowed UCH to fill a much-needed role focused on the evolution of service delivery.

Michael Hughes was selected for this role as Senior Executive Vice President and Chief Transformation and Innovation Officer.

Michael joined the UCH team with more than 17 years’ experience in managed care, health innovation and brings expertise in developing programs and partnerships that improve care management. He has worked with organizations at the intersection of aging, technology and health, evaluating opportunities and solutions to use technology in aging services and caregiving.

Prior to joining UCH, Michael was a Principal at Mitchell-Lowey, LLC, Vice President of Strategic Development for Senior Helpers and held several positions with increasing responsibility at AARP. Additionally, he volunteers his time at the Techstars Future of Longevity Accelerator, where he mentors emerging organizations in the aging, health and tech spaces and was named an All-Star Mentor for 2020 and 2021.

In an ever-changing digital environment, Hughes will help the organization stay on the forefront of delivering services in innovative ways. “We see the proliferation of digital services every day reaching virtually every industry. We need to be strategic in planning for the next generation of our ministry and we believe digital initiatives will be an important focus area,” said Rev. Dr. Kenneth Daniel, president and chief executive officer of UCH.

“We want to create value for our customers today and those we will serve tomorrow, said Rev. Dr. Kenneth Daniel. To do so, we have to build an interactive, collaborative culture that focuses our efforts on value-creating activities and projects that benefit our current and future customers.”

Among his responsibilities, Hughes will be designing and building the infrastructure to support how UCH will use digital platforms to deliver care, services and products to people in their homes.

In expressing his excitement to join the UCH team, Hughes explained,

“UCH must develop next generation approaches and be more proactive and prepared as older adults’ needs and abilities change. UCH’s growing independent living offerings and service delivery strategies seem well positioned for this and I’m excited to help accelerate our strategic direction.”

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Technology helps residents

Live with Purpose

United Church Homes (UCH) constantly looks for ways to better serve its residents. Technology offers many opportunities to help residents achieve the three pillars of the LIVE IT! program: Live with Purpose; Social Connections; and Safe and Sound.

Live with Purpose

Social Connections

Safe and Sound

There’s exciting news to share about various technology initiatives at UCH communities. Among them is the addition of a large iN2L – It’s Never Too Late – unit for group activities at The Harmar Place Community.

UCH has utilized iN2L tablets to engage residents individually and one-on-one with staff at various communities since 2013. The iN2L touch screen tablets are user friendly and allow residents to stay connected with family and friends through video chats and sharing of photos. At the height of the pandemic when faceto-face visits weren’t possible, some residents and their family members connected virtually to enjoy meals together. It’s Never Too Late allows residents to participate virtually in family gatherings, including events like a gender reveal baby shower.

“Contact with family members is a highlight of the week for many of our residents,” said The Harmar Place Community Activity Director Rachel Jones. “It’s Never Too Late is ideal for family members who can’t visit in person regularly.”

The addition of an iN2L unit with a 55” screen has been ideal for engaging groups of residents in fun activities.

It’s the ultimate entertainment center, allowing residents to enjoy music of all genres, TV shows and commercials from the past, trivia games, memory building activities and more.

“It’s a great conversation starter,” Jones explained. “A group of residents was recently making dog treats for the local humane society. We played dog videos on the new iN2L unit, prompting residents to share fond memories of beloved family pets.”

Twice a week staff provide residents with opportunities to use iN2L tablets during room-to-room visits while the main unit is used throughout the week. iN2L was such a valuable tool in 2020 when family and friends were unable to visit their loved ones in person and it continues to improve quality of life for residents.

Thanking our iN2L Funders

The Harmar Place Community residents participate in a group activity with iN2L technology.

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1. Marietta Welfare League 2. Employees at Harmar Place 3. Four Funds of the Marietta Community Foundation – Edward Parrish Chapter Colonial Dames Fund – Doing Good Today, Tomorrow, Together Fund – Rutter Family Charitable Fund – Binkley Charitable Fund

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Pillar Highlight: Live with Purpose Another exciting opportunity to help residents Live It! through technology is Touchtown – a communications Amy Kotterman and engagement tool available to residents at The Polaris Community and expanding to six additional UCH independent living communities. Its features are similar to those used by many hotels like digital signage in common areas, in-room TV guides and dynamic calendars.

Touchtown allows UCH to share information with residents and their family members about upcoming events, news, menus, videos and more.

“We recently posted a happy birthday message to one of our residents on the digital sign in the lobby,” said UCH’s Director of Customer Experience Amy Kotterman. “We also used the sign to promote the Friday Happy Hour event which turned out to be a surprise birthday party for the resident.”

Touchtown can be used to send messages from staff to individual residents, or to all residents.

Residents can also access Carolyn Ossege smiles after having received her Story Chain mp3 player. a wealth of information based on their personal interests: they can travel the world, participate in fitness classes and everything in between.

Family members have their own app so they can exchange messages and stay well-informed about community activities.

“We recognize the many ways “We plan to offer in-house technology can enhance our TV channels to live stream residents’ lives,” Kotterman said. community events,” said “We’ve learned so Kotterman.

Story Chain is another interesting initiative that allows friends, family members and others to read and record books of particular interest to individual residents. Bil Farrar, director of social services at The Trinity Community at Fairborn, learned about Story Chain from a neighbor. Originally developed for use in prisons and other settings in which individuals experience feelings of isolation, Story Chain is looking to expand in long-term care settings and senior communities. A small but generous grant recently allowed The Trinity Community at Fairborn resident Carolyn Ossege to receive a MP3 player with recorded readings of two books chosen especially for her: All Creatures Great and Small and Watership Down.

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much through these pilot programs, both before and during the pandemic. We remain fully committed to continued investments in technologies that help our residents Live it! with Purpose.”

Two residents at The Glenwood Community enjoy surfing the web after breakfast each morning in the pub.

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The

30 YEAR Club United Church Homes’ longevity in senior living and services is impressive, but equally impressive is the retention of its employees. Across the organization, 50 dedicated individuals have 30 years or more of service. UCH celebrates their years of dedication and commitment to the lives they touch daily.

Freda Eldridge, certified wound care nurse at The Fairhaven Community leads the way in longevity, having served the community for 49 years, nearly half of the organizations’ existence. Freda credits her drive to help others to a spiritual calling, “I feel as though God put me here. It’s truly a gift to serve.”

Freda has no plans for retirement and remains faithful to serve The Fairhaven Community in Upper Sandusky, Ohio, for as long as she is able.

Fairhaven has some of the longest-serving employees at UCH, with 19 serving more than 30 years. Jean Smith, administrator, said the support of both the leadership and front line staff helps employees feel appreciated so they can do their jobs successfully. “The employees keep us focused on the primary goal,” Jean continued, “providing abundant living and excellent care for our residents.”

Darlene Marrs joined The Trinity Community at Beavercreek in 1976 and celebrated 46 years in October. Today, Darlene is a cook in the Sports Café where she serves à la carte items to residents and staff.

In addition to her primary role, Darlene stays active with the Life Wish Committee, Employee of the Month Committee, Employee Giving Campaign, helping with activities and photographing community events and residents.

Darlene credits her longevity to opportunities to do more every day. “They allow me to be creative, innovative and problem solve,” she added. She also credits the friendships and relationships she’s made along the way as they’ve provided a way to learn from others’ lived experiences. “I have made many friends and am so grateful to know and learn from them.”

Darlene hopes to reach her personal goal of 50 years of service to UCH before considering retirement.

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Tammy Brubaker joined UCH in 1988 as an accounting secretary. Over the years, Tammy has worked in various roles of increasing responsibility and is now Director of Revenue Cycle for UCH Management. Tammy oversees accounts receivable, billing and all things revenue-generating.

Tammy said a lot has changed over the years and new programs and initiatives are creating renewed excitement within the organization.

“The communities now have more support from the central office operationally, clinically and financially.”

“The adoption of the mission, vision and values and the Live It! program have helped us grow closer together. I like the direction we are going, looking for new ways we can serve our residents.”

— Tammy Brubaker

Tammy gives credit to her team for her longevity and success. “I have a very knowledgeable and experienced team that I work with daily and together we make it happen” she noted.

Serving the longest in affordable housing is Gina Laine, property manager at Sterling Place and Cyprus Run in Florida. Gina found UCH’s mission very attractive when looking for a role in October of 1998, stating the focus on helping people set UCH apart from other housing providers.

“The UCH drive to help older adults in our communities is needed and I’m so glad I can be part of that,” said Gina.

Each of these employees view their primary roles as a conduit to helping people and the individuals our organization serves. They embody the core values, and recruit others to come alongside them, creating abundant life throughout our communities.

We would like to thank the 50 employees who have faithfully served our communities with 30 or more years of service: Central Office Amy Kotterman – 30 years Susanne Starner – 32 years

The Four Winds Community Gloria Osbourne – 31 years Janis Shaw – 31 years Lori Perkins – 33 years Judith Cossin – 34 years Floyd Jenkins – 35 years

The Chapel Hill Community Cheryl Baughman – 31 years Lyn Bell – 31 years Constance Oberlin – 31 years Patricia Fryberger – 34 years Kathy Grotsky – 34 years Sandra Wheeler – 35 years Renee Adkins – 35 years Brenda Withrow – 41 years Patricia Tallman – 44 years

The Glenwood Community Kelly Casto – 34 years The Harmar Place Community Christine Tucker – 33 years Karen Metz – 41 years

Englewood Office Tamra Brubaker – 33 years Thomas Lee – 41 years The Fairhaven Community Joyce Brewer – 30 years Rebecca Johnson-Blocksom – 30 years Connie Rinehammer – 31 years Catherine Schoenberger – 33 years Ava Bassler – 34 years Ginger Thornton – 34 years Karen Webb – 34 years Amy Barth – 35 years Karen Castanien – 35 years Carol Reep – 36 years Sandra Bash – 36 years Elaine Pfeiffer – 37 years Yvonne Brown – 37 years Diana Swankhouse – 42 years Sonya Jarrell – 43 years Debra Eldridge – 44 years Catherine Shepherd – 45 years Darlene Fredritz – 46 years Freda Eldridge – 48 years

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The Trinity Community at Beavercreek Karen Moore – 31 years Laura Farrell - 31 years Jack Matney – 34 years Tammy Woodall – 34 years Melody Szewczyk – 35 years Judith Mullikin – 35 years Rebecca Burba – 37 years Crystal Swayne – 37 years Sophia Sweitzer – 41 years Darlene Marrs – 45 years *Years of Service as of November 2021

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The

Music Man

once again enjoy treasured moments in their lives and experience the joy music brings.

Cole enjoys connecting to residents through music.

Howard Cole has been with United Church Homes for five years, serving as the Music & Memory Program Coordinator. This donor-sponsored program helps residents tap into joyful memories in their past lives through music.

Cole began his time with UCH as an intern at The Fairhaven Community and is now affectionately known as “The Music Man” at nine communities in Ohio, a title and role Cole says he is happy to have earned.

are meaningful to them. After the interview he puts the music on a personalized music player, such as an iPod, filled with songs with a customized playlist they cherish. As technology evolves, Cole says many older adults lose the ability to play their music. With the mp3 players, Cole is able to spark sometimes forgotten memories so residents can

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In addition to his primary role, Cole brings his guitar with him to every community and periodically plays concerts for the residents. Cole plays a variety of songs and hymns from all decades and encourages the residents to join in or call out a favorite. “I love it when people start telling stories in between songs and we get a little bit of banter going.”

Cole never imagined he would impact older adults lives in such an important way, but now that he’s doing it, he doesn’t want to do anything else.

Cole’s responsibility is to discover through an interview with residents and their families what type of music they like and what songs

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“It’s rewarding to see the look of joy on a resident’s face when they hear one of their favorite songs and start singing along,” Cole said.

“I get to bring joy to people through something that I’m passionate about.”

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CHANGE WILL DO YOU GOOD The Evolution of IT Through the Eyes of Those Who Ushered it in

Groundskeeping in the summer of 1978 is where Tom Lee began his career with United Church Homes. Then, the first computers were being installed in the White House and the world was five years away from the birth of the Internet. After his groundskeeping stint, Lee worked in maintenance at The Trinity Community at Beavercreek and was later promoted to Director of Environmental Services. Lee was prepared for his career to take him in a different direction until an interest in computers led him into an IT Technician role at the central office where he now supports 24 communities.

Thirty-three years ago, in 1989, Susanne Starner joined the information technology (IT) team at United Church Homes the same year British scientist Tim BernersLee invented the World Wide Web and commercial Internet service providers emerged in the U.S. Today, Starner is the IT Support Services Manager, responsible for supporting IT technicians and the IT Help Desk, in addition to supporting several communities.

As technology has evolved, personal computers and laptops have reduced the need for heavy use of paper in the business world. The majority of UCH’s applications are housed on a virtual cloud, not on on-site servers and Starner noted cell phones are more powerful than the mainframe UCH housed more than 30 years ago.

“With the invention of wireless and Bluetooth technology, cell phones allow us to have computers at our fingertips,” said Starner.

“This technology has evolved to help us work more efficiently and empower our staff to provide the best possible care to our residents.”

Although both Lee and Starner took different paths to their current roles, both have seen and experienced vast changes in information technology inside UCH. Starner said 30 years ago the UCH mainframe system was big, loud, produced a lot of heat and was wildly inefficient compared to the capabilities of today’s mainframes. She said very few employees had computers, as most of the day-to-day business was done on paper.

“I want the best for our residents; they are the reason we are here and I try to keep that top of mind every day.”

With their roles today a far cry from raking leaves and hot steamy server rooms, both Starner and Lee credit their longevity and passion in information technology to helping people solve problems. Both attribute the company’s core values aligning with the way they were raised to their many years of service. “I try to live each day with these values in mind, so they are intertwined in everything we do,” said Starner.

Both Starner and Lee said they work each day with their focus on the end result — the residents UCH serves.

— Tom Lee

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Excellent Care Reflected in Quality Awards and Star Ratings at UCH

United Church Homes’ (UCH) commitment to quality care and continuous improvement in all areas of the organization runs deep. That commitment is especially relevant in highly regulated skilled nursing centers and assisted living communities that serve the most vulnerable residents.

UCH benefits by both voluntary and governmentmandated assessments that inform its many policies and practices and demonstrate how UCH communities rank in these two key areas relative to similar communities.

Debra Durbin, executive director at The Chapel Hill Community takes time to chat with a resident.

UCH is well represented in the ranks of National Quality Award Program recipients honored by the American Health Care Association and the National Center for Assisted Living.

The program is a rigorous threelevel process that evaluates an organization’s capabilities against nationally recognized standards for excellence: the Baldrige Excellence Framework. It is one of the most comprehensive performance assessments available to long-term and post-acute facilities.

The AHCA/NCAL program includes three award levels: Bronze – Commitment to Quality; Silver – Achievement in Quality; and Gold – Excellence in Quality.

Each higher level requires a more detailed demonstration of superior performance. Organizations must first apply for the Bronze Award, which requires applicants to assess their organization’s mission, vision and key factors that lead to success. Bronze-level honorees then may apply for the Silver Award after achieving Bronze, which requires applicants to thoroughly assess how their organization works, its effectiveness and tools for improvement in their approaches. Silver-level recipients are eligible to next apply for the Gold Award, which requires applicants to show superior performance in leadership, strategic planning and customer and staff satisfaction.

UCH participates in the National Quality Award Program because leaders learn from the feedback and perspective of experts outside UCH and the program helps UCH become stronger, more resilient and results-focused.

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Six UCH communities earned National Quality Awards in 2021: The Parkvue Community received a Bronze; The Fairhaven, Four Winds, Harmar Place, Trinity Community at Beavercreek and Trinity Community at Fairwood received Silver level recognition.

“These awards represent quality care, continuous improvement and staff expertise and dedication”, said UCH President and Chief Executive Officer Rev. Dr. Kenneth Daniel. “They demonstrate our deep commitment to quality and to those we are honored to serve.”

UCH skilled nursing communities also are regulated at both the state and federal levels. Annual assessments of compliance and quality care are reflected in star ratings published by Medicare. The star ratings help those seeking long-term care to make well-informed decisions about where they receive services. The Medicare star rating system combines results and data from three important sources: health inspections, staffing, and quality of resident care measures. Like the National Quality Awards, the regulatory assessments serve to promote a continuous improvement mindset that leads to quality care for UCH residents.

“Achieving and maintaining quality in clinical care is a daily team effort,” said The Fairhaven Community Director of Nursing Karen Webb. “We’re proud of the four-star rating we earned for the third quarter of 2021, but we’re always looking for ways to further improve. It takes an interdisciplinary team totally committed to quality to achieve that. We coach, we share best practices, we collaborate and we constantly ask, ‘How can we do even better?’ in every aspect of our clinical operations.”

“What we do isn’t easy, but it’s very rewarding,” Webb added. “Ultimately, everything we do ties back to UCH’s mission, vision and core values and our commitment to building and maintaining a culture of community, wholeness and peace for the patients we serve.”

In addition to the UCH focus on quality care, our skilled nursing communities are part of The LongTerm Care Equality Index (LEI), a joint project of SAGE and the Human Rights Campaign Foundation formed to help provide inclusive care for LGBT older adults in residential care communities. Nearly all of United Church Homes communities are featured in the 2021 inaugural report.

UCH COMMUNITIES CURRENT QUALITY AWARDS STATUS

2021

The staffing assessment includes a review of nursing staff work schedules and other key data. The quality of care component of the assessment looks at individual patients’ condition and care to find out: Have they lost weight? Have they experienced a fall?

“There are lots of moving parts,” explained Wendell Torrey, executive director at The Pilgrim Manor Community, which also earned a four-star rating for the third quarter of 2021. “It’s a rigorous, ongoing process that requires staff expertise, teamwork and a commitment to providing the best care possible for every resident.”

SILVER

SILVER

The Chapel Hill Community The Fairhaven Community The Four Winds Community The Glenwood Community The Harmar Place Community The Trinity Community at Fairborn The Trinity Community at Beavercreek

2021

BRONZE

BRONZE

SEM Haven The Parkvue Community Uplands Village

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BEST of the BEST Four United Church Homes (UCH) communities were voted Best of the Best in the 2021 Readers’ Choice contests sponsored by local media groups. The awards covered numerous categories.

Mid-Ohio Valley residents have participated in The Marietta Times Readers’ Choice contest for more than 15 years.

Readers submit completed ballots which are tallied, with winners named in a special section of the newspaper.

The Marietta Times publisher said the annual reader’s poll is one that shows the social return on investments each business in the community makes.

The Glenwood Community

The Harmar Place Community

Two communities were readers’ top choices by The Marietta Times: The Pines at The Glenwood Community was named the Best Assisted Living community; The Harmar Place Community was chosen as the Best Skilled Nursing and Extended Care community in the Washington County area for the third consecutive year.

“We’re honored to be voted the best assisted living community in the area,” said The Glenwood Community Senior Executive Director Linda Dailey.

“We take great pride in our community and in the quality of care we provide to our residents. It’s gratifying that members of the local community recognize and appreciate that commitment.”

A resident and her daughter enjoy a sleigh ride at The Parkvue Community

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“The care we provide is person-directed, and our staff focuses on residents’ individual preferences and needs,” added The Harmar Place Community Administrator Sue Boulton. “Staff have close relationships with our residents – we’re like family here. A large percentage of our staff have worked here for many years and their familiar faces offer comfort to our residents.”

A resident at The Pines assisted living cooling off with flavored ice

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A resident at The Parkvue Community catches a fish at the annual fishing derby

Four Communities Receive Top Honors The Parkvue Community

The Pilgrim Manor Community

The Parkvue Community in Sandusky, Ohio, was voted the Best Senior or Assisted Living Facility in the Readers’ Choice contest sponsored by Tandem Media, the Sandusky Register and the Norwalk Reflector. For the first time the Sandusky and Norwalk communities combined their annual contests for the Firelands region.

The Pilgrim Manor Community in Grand Rapids Michigan, earned top honors in the Health & Wellness Assisted Living in the West Region category in the Michigan’s Best Readers’ Choice Awards contest sponsored by MLive Media Group. Nearly 30,000 votes were cast for winners and finalists in three regions: West, Northeast and Southeast Michigan.

Readers from throughout the Firelands community selected the top three candidates, then voted to determine the Best of the Best. More than 12,000 voters collectively cast 160,000 votes across 20,300plus nominations.

“Our dedicated employees are what makes us stand out,” said The Pilgrim Manor Community Director of Marketing Belinda Werner. “They go above and beyond every day. I volunteered to work in the kitchen one holiday weekend and was so impressed at how staff recognized and honored residents’ personal preferences. I think our community understands the quality of the care and personal support we’re dedicated to providing.”

“Earning the top spot shows that the community recognizes and appreciates the quality of care we provide,” said The Parkvue Community Marketing Director Laura Nemeth. “It’s been such challenging times throughout the pandemic, but every member of our team has continued to provide outstanding personal service to our residents. We’re grateful to our community and proud to have earned their trust and appreciation.”

“One of our residents told us she’d lost her eyeglasses,” added Mara VanOrder, The Pilgrim Manor Community’s assisted living director. “One of our staff members found them in the trash, sanitized them and helped the resident establish a routine to avoid a similarly frustrating incident in the future. We all serve residents with that same level of caring and personal attention, doing the little things that make such a difference even when no one is looking.”

That’s the spirit of United Church Homes!

It’s all about employees understanding what the organization stands for and each employee knowing it’s up to them to make a difference in residents’ lives. It’s truly about contributing to a culture of community, wholeness and peace for UCH residents.

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PARTNERSHIP Brings New Community to Fruition An important component of United Church Homes’ (UCH) strategic plan is growth: increasing senior living options as more baby boomers choose to cast off the responsibilities of home ownership and move to vibrant communities with lots of amenities. The middle market of seniors who don’t require specialized care or qualify for income-based affordable housing represents great opportunities for growth, as does providing management services to other communities.

As the project advanced, Vaughn invited UCH to tour the community and seeing alignment between the two organization’s missions and values, Vaughn Industries and UCH formed a new partnership.

UCH recently welcomed a new senior living community – The Villas at Sheriden in Carey, Ohio – to its portfolio of managed properties, increasing the number of partner communities to seven.

The Villas at Sheriden is truly a home-grown community. Vaughn Industries, the local company that developed and constructed the villas, is deeply invested in the small city of 3,600 residents. The owner, Tim Vaughn, strongly supports economic development and works to bring jobs to the small community located between Marion and Findlay, Ohio. In considering his own mother’s needs, Vaughn realized that there were limited senior living options in Carey.

So, he set out to address it.

“Everyone should do what they do best,” said John Barnes, who spearheads Vaughn Industries’ business development. “We’re a construction company – that’s what we do well. United Church Homes has great expertise in senior living, including managing communities – that’s what they do well. It’s a perfect fit.”

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The new villas feature beautiful interiors and layouts. Each of the 16 buildings includes two villas, each with its own two-car attached garage with no step entry into the unit. Two floor plan options are available: a one-bedroom villa and a two-bedroom, two-bathroom model. Each unit has an impressive list of features: high ceilings, a patio which provides lots of natural light, window coverings, luxury vinyl plank floors, large closets, walk-in showers, wheelchair access, three-foot-wide doorways, stainless steel appliances (refrigerator, dishwasher, microwave and trash compacter), air conditioning and programmable thermostats. The units are also TV/internet ready and have washer and dryer hookups.

The community offers excellent amenities including a clubhouse with a lovely room in which to connect with other residents or to reserve for residents’ private use. A well-equipped fitness center and a community garden are convenient to the villas, which are also pet friendly.

“Each unit feels more like a home than an apartment,” Barnes said. “As seniors downsize they generally want to bring some of their furniture with them and the size of the units allows for that. At Vaughn Industries, we only know one way to build and that’s quality. You’ll find it throughout the community.”

The area surrounding the villas features a new professional building which is quickly attracting tenants.

There’s also a touchless car wash nearby.

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The first open house in November drew more than 70 visitors. “UCH is well known in Wyandot County for providing quality senior services, which makes this partnership a winwin” said Jean Smith, UCH partnership lead.

The perfect alignment between the plan developed by Vaughn Industries and UCH’s vision for abundant senior living has made The Villas at Sheriden a real success. Feedback from new residents has been very positive – they love their new community.

UCH is committed to serving every resident’s needs, including the very first senior to call the villas home: Tim Vaughn’s mother!

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Hands that Serve

A

Heart to Love

“I have personally witnessed the generosity of Rev. Busch’s support of UCH. We have presented several needs to Dan over the years and he always faithfully supported those needs.”

— Dan Miller, senior executive director of The Parkvue Community and the northern region

Rev. Dan Busch’s service and leadership aren’t just an expression of his ministry—they are an extension of his existence. Rev. Dan is a man dedicated to being a voice for humanity—his work, his words and his actions speak for many who may not have the courage or the opportunity to be heard.

Dan served on the Board of Directors of United Church Homes for 11 years. This volunteerism led him to support UCH with his donations in innumerable ways. He helped purchase an organ, supported chapel renovations and contributed to UCH’s Music & Memory program (a pioneering program transforming the treatment of people with Alzheimer’s disease and cognitive decline by bringing them the healing power of personalized playlists). In 2019, his sponsorship piloted the initial year of University Circle at The Parkvue Community, an innovative experience that promotes lifelong learning using videoconferencing technology, community outreach programming and field trips. When COVID-19 emerged, Dan generously offered UCH critical relief assistance. When you ask him, why, he simply responds, “BECAUSE IT’S IMPORTANT.”

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In 2020, United Church Homes recognized Dan with the esteemed Ben M. Herbster Award. This honor is presented to individuals who best exemplify the philosophy, leadership, philanthropic spirit and achievements of the late Rev. Dr. Ben M. Herbster, the first president of the United Church of Christ and former board member of United Church Homes.

His love for people translated into support for growing benevolent organizations. Dan humbly accepted this award with the caveat that “he does what he does not for the recognition” but “BECAUSE IT’S IMPORTANT.” Recently, Dan was concerned about bringing worship services and other engagement to the residents via technology since so many group activities were cancelled due to the pandemic. He was committed to helping them feel connected to family and friends and nurturing their spirit.

Therefore, Dan is sponsoring a new experience that UCH is launching to serve independent living residents.

With Touchtown, residents can enjoy enrichment activities that are meaningful to the person and support physical, emotional, intellectual and spiritual needs and they can choose how they access this information through in-room TV, mobile apps and websites.

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As an ordained minister for the United Church of Christ for 50 years, Dan is dedicated to serving others. For 17 years he served as the Northwest Ohio Association Minister for The United Church of Christ. For several years Dan has volunteered in El Salvadore through the NWOA’s partnership with the El Sinodo Luterano Salvadoreño (Lutheran Synod of El Salvador) supporting its missions, schools and providing medical supplies for both the Synod and the country. Dan also serves on the board of Grace Community Center in Toledo, an impoverished neighborhood in Toledo, OH. Dan participates in all this work because of his devotion to Christ and supporting those who need help “BECAUSE IT’S IMPORTANT.” Gloria Hurwitz, vice president of advancement for United Church Homes, says “Dan understands that service to others is key to living a life of happiness—he knows that benefiting humanity and making a difference is of utmost importance.

We are all so grateful for Dan’s generosity.”

“Do your little bit of good where you are; it’s those little bits of good put together that overwhelm the world.”

— Desmond Tutu

GENEROSITY (n.): “a willingness to give help or support, esp. more than is usual or expected.” Cambridge Academic Content Dictionary We all like to think of ourselves as generous, but a truly generous person is someone who regularly and selflessly puts the needs of others before themselves. So often I hear individuals share that they wish they could do more, or they just don’t have the time. Well, giving does not have to be hard or break your budget. One way to keep organized and make giving easy is with a donor advised fund (DAF). Donor advised funds are an increasingly popular tool and allow donors to easily track their giving, make an impact no matter the economic climate and create a family legacy of giving.

HOW THEY WORK A donor advised fund is like a waiting room for a charitable donation.

Funds are established using cash or appreciated property with a nonprofit, often a local community foundation.

There are two ways to use money in your fund to support your favorite causes, like United Church Homes.

1. Recommend a gift or recurring gifts to your favorite charity, allowing you to support organizations like United Church Homes’ work today and into the future.

2. Name your favorite charities, like United Church Homes, as a beneficiary so they receive the funds left over after your lifetime, to continue their important work with your generosity.

Campaign for Abundant Life

ALREADY HAVE A FUND? Don’t let it sit idle! Put it to work by making recommendations each year. Your gift can help nonprofits like United Church Homes continue its mission to transform aging by building a culture of community, wholeness and peace for those we are privileged to serve.

Goal: $45,000,000

2017 - 2022 December 31, 2021

Current results:

$43,491,431 Pastoral Care

$372,463

SHARE THE GOOD NEWS When you recommend a gift to United Church Homes or your favorite charity from your donor advised fund, they may not know the source. Please contact Advancement so they may thank you for your support and apply these funds to the programs you care most about.

Ruth Frost Parker Center for Abundant Aging

$461,804

Affordable Housing Communities

$550,873

NEED HELP? Gifts of cash or longterm appreciated assets, like stock, can be an excellent resources to fund or support your Gloria Hurwitz favorite charities. To learn how to structure your charitable giving to benefit yourself, your family and your community, contact: Gloria Hurwitz Vice President of Advancement ghurwitz@uchinc.org or 740.751.8702 United Church Homes offers its friends a complimentary and confidential, values-based planning service provided by Thompson & Associates.

Endowment/ Deferred Gifts

$9,458,551

Residential Campuses and Healthcare Communities

$10,212,930

THE BENEFITS • You qualify for an income tax charitable deduction in the year you make a gift to your fund.

• The community foundation tracks your contributions, so you don’t have to. You will receive a single tax document each year, making record keeping easier.

• Your fund can grow over time if the community foundation invests it, often allowing you to give more than you thought.

Unrestricted Support, Charitable Care and Quality of Life

$22,434,810

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Community Briefs Chapel Hill Hosts First Memorial Walk for a more personal touch than the virtual service we offered in 2020.”

The feedback from the community was humbling, Proie remarked. “One resident said it was one of the most beautiful things we have offered.”

Each year, The Chapel Hill Community holds a memorial service to honor the lives of residents who passed away.

In 2021, the community held an open Memorial Walk in place of its usual traditional service where families could walk at their own pace and remember their loved ones.

In addition to the walk, the community also delivered the luminaries from the walk as a special keepsake to the spouses living within the independent living community and others were available for pickup.

“I wanted to offer something meaningful for our community to grieve,” said Rev. Erin Proie, chaplain at The Chapel Hill Community, who spearheaded the event.

“I have been open about my sexuality since I was 15 and love who I am: a wonderful lesbian,” she continued.

“I am a friend to all and have been very accepted at Cherry Arbors. But we don’t live in a perfect world and sometimes things happen and one must educate and explain.”

“The turnout was touching. Every time I checked on the path, someone was walking the circle,” said Proie.

Conley faced a challenge: a fellow resident making inappropriate comments about another resident’s sexuality. She stood up for her firmly held beliefs and other residents joined in.

Proie thought the change was a success. “It turned out to be a very meaningful experience that allowed

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“All are welcome” isn’t just a catch phrase at United Church Homes (UCH). They are words Dinah Conley, Resident that are fundamental to the organization’s mission, vision and core values. The rich culture of diversity, equity and inclusion (DEI) at UCH’s Cherry Arbors affordable housing community is a big part of what’s made resident Dinah Conley feel so at home there.

“I moved to Cherry Arbors in July 2020,” Conley said. “I was attracted to the rural setting, and my grandparents and other family members lived in North Lewisburg years ago. It just felt right.”

For three days and nights, the walk was lined with personal luminaries around the Kroft Commons cottages. In between luminaries were scriptures written on signs guiding each walker through the path.

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UCH’s DEI Commitment Extends to All

“While unfortunate, the incident brought the Cherry Arbors community together,” said UCH Service Coordinator Barbara Rose. “Residents shared their own experiences – their love for their gay daughter, sibling or grandson.

They demonstrated their respect for one another and their support for UCH’s DEI core values.”

Incidents like these can broaden perspectives and help people be more open to the differences in others, and to treating them with compassion and respect—two core values at UCH. “Dinah is a very brave person,” Rose continued. “We are blessed to have her as part of the Cherry Arbors community.”

“Cherry Arbors is my home, my safe place and where my friends are,” Conley said. “I plan to stay here forever. I feel so fortunate to be able to live honestly in this community.”

Columbus Colony for Elderly Care (CCEC) Administrator Seth Ghering shares United Church Homes’ (UCH) commitment to advancing diversity, equity and justice in the lives of those the organization employs and serves, as well as society at large.

A United Church Homes managed community, CCEC specializes in short-term rehabilitation, outpatient therapy and long-term care with a special focus on individuals who are deaf, deaf and blind, or hard of hearing. Its culture aligns with UCH’s core values, and as the administrator, Ghering embraces efforts to ensure that all residents can live with dignity and respect – no matter who they are.

“Seniors and people who face challenges with disabilities or health can feel marginalized,” Ghering said. “The same can be true for members of the lesbian, gay, bi-sexual and transgender community. In some ways, that helps LGBT employees develop heightened empathy for those they care for.”

Like all other skilled nursing communities, CCEC faced significant challenges in 2020. Staff and residents alike were deeply impacted by the threat of the deadly COVID-19 virus, and appreciated the loving support provided

by UCH’s Rev. Beth Long-Higgins, executive director, The Ruth Frost Parker Center for Abundant Aging. She connected with staff, providing encouragement and strength which helped them press on.

“Her presence was a gentle reminder that we’re all here to serve,” Ghering said.

“It’s in that spirit that I feel compelled to hear and understand all perspectives – including staff. To empathize, one must understand. I want employees – just like residents – to know we value them for exactly who they are.”

Interpreter and resident visit in the courtyard.

Ghering appreciates that UCH is unapologetically inclusive and that its commitment to diversity, equity and inclusion extends to its leadership – board members and senior staff alike. He believes that its highly visible commitment to DEI attracts employees who are members of the LGBT community who want to work for an organization that values them for who they are.

“At CCEC we have a great sense of pride in the work we do,” Ghering said.

“We’ve faced some of the greatest challenges during the pandemic, but it’s been so fulfilling. I’ve done some of my best work because of the relationships and support that UCH provides.”

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Community Briefs

PALS Connects Neighbors With Neighbors Retired school teacher Patti Crookston has always enjoyed volunteering – something she did for many years before moving to The Chapel Hill Community’s Kroft Commons nearly five years ago.

Observant by nature, Crookston has always been quick to pick up on others’ needs. She engages with neighbors who seem lonely, troubled or unhappy to determine their challenges and needs, particularly residents who live alone or don’t have frequent visitors.

Last year as the COVID-19 pandemic raged on, Crookston had an idea.

She and other independent living residents began increasing their support of one another when loved ones could no longer visit. Crookston

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appreciated the sense of family that developed within the community, but she knew it could be even better.

“Pairing residents with one another – one who could use extra support with one willing to give – seemed like a great next step in keeping our community together,” Crookston said.

“I organized my thoughts, put the plan on paper and created a name for the initiative: People And Lives Saved.

We now have about 25 pairs of PALS buddies, many of whom have formed very special bonds.”

Crookston recommends at least 15 minutes of contact via text, email, phone calls or visits each week, but each pair of buddies determine the frequency. Some play cards or games together, some read and discuss books and some simply chat on a regular basis.

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“PALS is a win-win,” Crookston said. “Those who need help or companionship receive it, and those who provide support have a feeling of purpose and the joy that comes with volunteer service. I encourage those who choose to participate to put their own spin on it.”

“We’re all in the same boat, feeling somewhat isolated during the pandemic,” she continued. “But at Chapel Hill, we’re surrounded by our community family – that’s what makes PALS so awesome and important.”

Cleveland Area Residents Receive Generous Donations Residents at United Church Homes’ (UCH) South Haven Woods affordable housing community in Bedford, Ohio received much-needed support recently thanks to The Cleveland Foundation and the Greater Cleveland Rapid Response Fund.

UCH’s top priorities throughout the COVID-19 pandemic have been limiting the spread of the deadly virus and keeping residents connected with family and friends. Doing so requires significant investments in cleaning supplies, personal protective equipment and technology for residents in all its communities, including affordable housing.

“We explored every opportunity for grant funding that would help us better support our residents,” said Alissa Clouse, director of advancement operations and major gifts.

“The Greater Cleveland Rapid Response Fund represented a great opportunity to help residents at South Haven Woods. Specific needs centered around expanded access to nutrition, cleaning supplies, WiFi and electronic tablets.”

The goal with the grant was to help residents shelter in place to reduce the potential spread of COVID-19.

A higher standard for sanitizing and cleaning common areas and

residents’ apartments was essential to keeping everyone safe. Personal care items such as hand soap, hand sanitizer and laundry detergent were also needed to reduce the risk of infection.

“We were concerned about residents feeling isolated and wanted to ensure they had access to WiFi and iPads that would help them stay connected to friends and family,” said Service Coordinator Annette Archie.

UCH and South Haven Woods residents were grateful to receive $30,000 in Cleveland COVID-19 rapid response funding which allowed every resident that wanted WiFi access and an iPad to obtain them.

“It was such a nice surprise for our residents,” said Archie. “They were smiling from ear to ear. They used the iPads to stay connected with loved ones, but also for telehealth appointments with their doctors. They’re also grateful to have access to the many resources available on the internet.”

UCH is blessed to receive support from individuals and organizations to supplement its significant investments in COVID-related equipment and supplies, including various forms of technology used by residents and staff.

“We’re extremely grateful to our generous donors and organizations that provide much-needed grant funding,” Clouse said. “Their contributions allow United Church Homes to enhance its support of residents in all communities.”

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Programs offered by UCH’s Ruth Frost Parker Center for Abundant Aging Register for upcoming courses at unitedchurchhomes.org/enliven

Enliven

PREVIOUS COURSE OFFERINGS INCLUDED: QI GONG with Rev. Rich Plant 30 minutes of gentle movement on Monday mornings at 10:00 EDT. GRIEF CARE CIRCLE with Rev. Kristen Orion An opportunity to gather with others living with grief.

Enliven is a program of courses designed to nourish abundant spirits for aging individuals. Taught by clergy and spiritual directors with personal and professional experience working with adults in the second half of life.

ANOTHER DAY OLDER with Rev. Beth Long-Higgins Four conversations looking at ageism and how we can disrupt it.

• All courses are on Zoom, requiring the participants to join with a computer, tablet or smart phone.

• All are offered free of charge thanks to the support of United Church Homes and a grant from the Heartland Conference of the United Church of Christ.

You can find more details at: unitedchurchhomes.org/enliven

NEXT STEPS

Inquire about joining the Fall 2022 class at www.eden.edu/nextsteps

Reimagining your Elderhood “Growing whole rather than growing older—that captured so much and spoke most clearly. It is much better than thinking of retirement or change of directions or even a new beginning. The whole idea that this is a continuation of my growth resonated a lot in my thinking.”

— Participant, fall 2021

The 14-week course leads the participants in a process of selfdiscovery through readings, presentations, small group discussions and discernment about the next chapter of life following your primary career. It is a collaboration with the Walker Leadership Institute at Eden Seminary and the Parker Center for Abundant Aging.

“Everything I talked about doing after I retired, I realized I don’t really want to do! I wouldn’t have gotten there without this class. I would not have been ready if I had jumped in right after retirement, but waiting a year was the ‘right’ time. I experienced a change in personhood.”

— Participant, Fall 2021

SAVE THE DATE: Friday, September 30, 2022 7th Annual Symposium

2022

(Pro) Longevity: The Ethical Intersection of Technology, Aging and Spirituality Keynote addresses by Rev. Dr. Tracy Trothen, Queen’s University, School of Religion and School of Rehabilitation Therapy

A hybrid event from Nationwide Event and Conference Center, Lewis Center, Ohio

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This is how we

LIVE IT!

Celebrating the Holidays

NON-PROFIT ORGANIZATION U.S. POSTAGE PAID MARION, OH PERMIT NO. 46

170 E. Center St. Marion, OH 43302

Connect with us on

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Our Mission is to transform Aging by building a culture of community, wholeness and peace.

NATIONAL AND STATE AFFILIATIONS: American Health Care Association: ahca.org Council for Health and Human Service Ministries (CHHSM): chhsm.org LeadingAge: leadingage.org LeadingAge Ohio: leadingageohio.org Midwest Affordable Housing Management Association (MAHMA): mahma.com Ohio Association of Area Agencies on Aging: ohioaging.org Ohio Healthcare Association: ohca.org Southeastern Affordable Housing Management Association (SAHMA): sahma.org UCC Coalition for LGBT Concerns: ucccoalition.org

170 E. Center St. • Marion, Ohio 43302 • 740.382.4885 / 800.837.2211 unitedchurchhomes.org • Fax: 740.382.4884 • TTY: 800.750.0750