United Church Homes
Who We Are
And How We Live It!
United Church Homes (UCH) celebrates older adults by helping them age abundantly. We look at anything and everything that boosts health and longevity. Our goal? To redefine what it means to be an older adult in today’s world — creating unlimited possibilities and a sense of discovery.
United Church Homes consistently ranks in the top 20 of the Leading Age Ziegler 200 rankings and United Church Homes Management (UCHM) is now the 5th largest managed services provider, solidifying its role as a trusted partner for senior living management across the country.
GROWTH WITH PURPOSE
Your purpose is our purpose.
• We focus on supporting the goals and achievements most important to you and your team.
• We come alongside your team to support your vision and mission.
• We value your insight, input and collaboration.
Our LIVE IT! hospitality standards reflect our commitment to bringing these values to life. The UCH LIVE IT! program centers around these core pillars for those who live and work with us:
CREATE SOCIAL CONNECTIONS
UCH helps residents live abundant lives by fulfilling a basic human need — the desire for connection.
LIVE SAFE AND SOUND
Residents experience purposeful living in a community where we put health and wellbeing first.
• Our expert teams of senior living and healthcare professionals ensure a clean, well-maintained environment.
• Our Safe and Sound pledge brings innovative health and wellness programs to residents — helping them live healthier, more active and enjoyable lives.
FAITH-INSPIRED LIVING
More than 100 years ago, a group of pastors and congregations created a home for aging church members for the purpose of serving their needs..
• This faith-inspired heritage defines UCH’s continued commitment to the idea of servant leadership.
PERSON-DIRECTED CARE
Person-directed care means the resident stays in control and makes decisions regarding their care. It’s an ongoing, interactive process between older adults and caregivers honoring the mature adult’s dignity and choices in directing their daily life.
ALL ARE WELCOME
United Church Homes offers inclusive communities for people of all walks of life and backgrounds including LGBTQ+ older adults, minorities, military veterans, low-income individuals and people of all faiths — or none.
UCHM understands mission and values can vary between organizations. We work to understand what is important to your organization and serve your needs through mission alignment .
United Church Homes
Mission, Vision and Values
SPECIALIZED SUPPORT SERVICES
We offer services such as home health, home care and service coordination provided through NaviGuide and UCH Cares, in addition to Ohio’s Hospice at United Church Homes and learning and advocacy through The Center for Abundant Aging
WHO WE SERVE
We are committed to being an inclusive and equitable provider of housing and services to support diversity and seek justice for all.
OUR MISSION
To transform aging by creating a culture of community, wholeness and peace.
OUR VISION
Where the Spirit creates Abundant Life in Community.
OUR CORE VALUES
Compassion, hospitality, respect, integrity, stewardship and transparency.
23% of the people we serve are Black, Indigenous and/or People of Color.
OUR PURPOSE
We have a driving passion for changing what it means to age in the United States.
It’s our calling and our purpose to ensure all age abundantly.
Ken Young President and CEO
Kenneth Young joined United Church Homes in 2005 following his tenure as a partner at the law firm Roth Bacon Young, LLC, where he served as corporate counsel for UCH. At UCH, Ken began as General Counsel and progressively advanced throughout his tenure at UCH, being named President in 2023. In 2025, he was appointed CEO in addition to his role as President by the Board of Directors.
Ken holds a Bachelor of Arts degree in Economics from Ohio Wesleyan University and a Juris Doctorate from The Ohio State University College of Law. He is also a fellow of the LeadingAge Leadership Academy, where he actively contributes to the Core Legal Committee. Additionally, he has earned a Certificate of Consecration from the Nollau Institute and completed the Foundational Leadership Center program at The Ohio State University.
Beyond his responsibilities at UCH, Ken serves as a director at First Citizens National Bank in Upper Sandusky, Ohio, and is a member of the Board Nominating Committee for Marion Technical College in Marion, Ohio.
Terry Spitznagel
Senior Executive Vice President and Chief Growth Officer
In 2020, Terry Spitznagel joined United Church Homes in her current capacity, bringing with her a wealth of expertise as an accomplished healthcare executive. With her deep understanding of healthcare policies, regulations, and best practices Terry actively contributes her skills to Radiant Alliance. Over the course of her impressive 30-year career, she has accumulated extensive hands-on experience through leadership positions
in both housing and healthcare organizations. Terry serves as a Board Member of LeadingAge Ohio, highlighting her dedication to industry leadership. Moreover, Terry is a member of the American Health Care Association and received the prestigious 2018 Health Equity Award from the Robert Woods Johnson Foundation, recognizing her outstanding work in population health.
John Renner Senior Executive Vice President and Chief Finance and Administrative Officer
John Renner joined United Church Homes in 2014. He brings more than 45 years of experience in financial leadership positions with hospitals and healthcare delivery systems located throughout Ohio and the U.S.
John also has extensive experience in integrating business plans, new service line development, operations, process improvement, treasury management, capital financing, and strategic business planning and implementation.
He is a graduate of Bowling Green State University and holds a master’s degree in business administration from Mississippi College in Clinton, Mississippi. John also is certified as a Green Belt in Six Sigma/Lean Management and currently serves on the board of directors of the Ohio Health Care Association.
Dan Miller Executive Director of Corporate Compliance and UCH Management Operations
With more than 35 years in the post-acute care industry, Dan is responsible for managing and organizing an effective Corporate Compliance and Ethics Program for UCH and provides operational leadership to UCH Management. Dan leads development strategy and implementation for UCH Management to assure effective services as described within each management service agreement are met. Dan has a bachelor’s in Business Administration from Heidelberg University, an LNHA and is certified in Healthcare Compliance.
Dan Fagan, MPA, LSW Vice President of Care and Housing
Dan Fagan serves as the Vice President of Care and Housing, bringing over 30 years of invaluable expertise in housing with services and healthcare operations. He holds a Bachelor of Science degree in Social Work from The Ohio State University and Master of Public Administration from Ohio University. In his role, Dan assumes the responsibility of managing and expanding the portfolio of all owned and managed affordable housing communities. Additionally, he plays a pivotal role in leading and developing UCH’s home and community-based service initiatives, which encompass UCH Cares, UCH Engage, and NaviGuide. His extensive experience and knowledge contribute to the success UCHM.
Tiffany Affolter Director of Business Development, UCH Management
With two decades experience in senior living sales, Tiffany is focused on providing support to new and assigned senior living communities. She will assist in strategies and focus on occupancy growth, pricing initiatives, process improvement and partnerships. Tiffany has a bachelor’s degree from Ohio University in Long Term Nursing Home Administration and is Certified in Gerontology. Tiffany has successfully lead the lease up of multiple new communities, consisting of various payor models: Entrance Fees, Middle Market Independent Living and Assisted Living as well as Skilled Nursing Facilities. She specializes in analyzing the competitors within the market and provides detailed recommendations to successfully grow occupancy to achieve goals and build a substantial waiting list. Tiffany is an expert in sales support, training and management of leads as well as implementation of outreach plans and cross marketing efforts.
Kim Yoder Director, UCH Engage/NaviGuide
Kim is responsible for managing all of United Church Homes Service Coordinators. She developed and maintains a Quality Assurance program that oversees daily operations and documentation. She holds quarterly check-ins with each of the Service Coordinators to insure their programs are in compliance according to HUD requirements and UCH standard practices. Additionally she assists in developing new programs, such as UCH NaviGuide, and will oversee the NaviGuide supervisor and community service coordinators.
CLINICAL SERVICES
The quality of your clinical services directly impacts the health and well-being of your residents. A strong clinical team can provide excellent care, reduce hospitalizations, maximize reimbursement and improve the quality of life for residents. When partnering with UCHM, it’s important to understand how we evaluate and improve clinical capabilities. This includes the qualifications and training of your clinical staff, your health care protocols, your relationships with local hospitals and clinics, and your ability to handle complex medical situations. With strong clinical services, you will be better equipped to care for the residents and respond to their changing health needs.
Our clinical framework encompassing these areas supports sustainable growth, minimizes risks, and enhances the potential for a successful partnership:
Quality
In a senior living environment, clinical quality is about delivering safe, effective, and compassionate care to residents. High-quality care reduces risks, improves health outcomes, and ensures regulatory compliance.
• Risk Reduction: Lower risk of adverse events, litigation, or regulatory penalties.
• Satisfaction: High-quality care leads to resident and family satisfaction, supporting long-term success for both parties.
• Reputation: Partnering with United Church Homes, a company committed to clinical quality for more than 100 years, enhances your reputation by association.
QUALITY ASSURANCE AND PERFORMANCE IMPROVEMENT (QAPI)
QAPI involves ongoing processes to identify areas for improvement and implement strategies to enhance clinical care. It ensures continuous advancement and adaptability to best practices.
• Compliance: A strong QAPI program helps to maintain compliance with state and federal regulations, reducing legal and operational risks.
• Innovation: A partner with a strong, effective QAPI program demonstrates a commitment to innovation and self-improvement, which can create opportunities for you to introduce new solutions or services.
• Efficiency: Continuous improvement can lead to streamlined processes and more efficient care delivery.
Reimbursement Guidance
In the senior living industry, clinical services are often reimbursed through insurance, Medicare, Medicaid, or other programs. Our reimbursement guidance ensures the company receives appropriate compensation for services provided.
• Financial Stability: Effective reimbursement processes mean the company has the financial resources to invest in new services, technology, or partnerships.
• Service Expansion: More accurate and optimized reimbursements can lead to expanding clinical services, creating opportunities for collaboration.
• Compliance: Ensures billing practices meet regulatory requirements, minimizing the risk of audits or penalties that could impact partners.
SERVICES
MARKETING AND SALES
MARKETING FOR OCCUPANCY GROWTH
United Church Homes has specific marketing strategies based on your competition, customer personas and your market that will accelerate your success. We’ll audit and roll out campaigns that will focus on lead generation and brand awareness. Our goal is to reduce the time of move-in.
• Digital Marketing Campaigns: We will evaluate and optimize your digital marketing, including paid ads, social media, and SEO, to attract qualified leads. We also monitor these channels daily to reduce unqualified leads.
• Traditional Marketing Campaigns: Based on your market, a radio, TV or print campaign could be the best way to accelerate move-ins. We use a proven buying strategy that will increase your frequency to stay top-of-mind.
• Content Marketing: We develop informative, engaging content (blog posts, videos, eBooks) that resonates with families seeking senior living options, driving on-site conversion.
• Community Outreach: We create collateral and strategies to build relationships with local healthcare professionals, social workers, and other community influencers to establish trusted referral channels.
SALES FUNNEL OPTIMIZATION
Sales funnel optimization is essential for efficiently converting prospects into residents while maintaining a high level of service and satisfaction. By fine-tuning and coaching to each stage of the sales process—from awareness to conversion—you can maximize your senior living community’s lead generation, conversion, and retention rates.
At United Church Homes, we offer strategic support to help you enhance every step of your sales funnel for better results:
• Increased Lead Conversion: Streamline the lead journey from inquiry to move-in, ensuring that more prospects become residents.
• Market Source Optimization: Identify the most effective lead sources and prioritize efforts on high-conversion opportunities, saving time and reducing waste.
Data-Driven Insights: We leverage data to track funnel performance, identify bottlenecks, and make informed decisions to refine marketing strategies and sales tactics.
Metric Driven Expectations: Set, measure and work to exceed industry specific key performance indicators (KPIs) for sales.
Sales Data: Provide consistent reporting on sales metrics with market specific benchmarking.
PUBLIC RELATIONS AND CRISIS COMMUNICATION
In senior living, emergencies like health outbreaks, natural disasters, and incidents can occur. Establishing clear, effective communication strategies prior to a crisis protects your reputation and minimizes the trauma for residents and your senior living community.
Our experience in developing crisis communication protocols, procedures and documents can mitigate risks associated with crises, protecting both you and any partners involved.
SOCIAL MEDIA AND ONLINE REPUTATION
Social media platforms like Facebook, LinkedIn, Instagram, and Google Reviews are where families often seek information about senior living communities. A strong presence reassures them of your credibility and transparency. Our strategy of consistent and strong brand messaging will improve your brand equity in the market.
Unfortunately, social media is also where bad news can spread quickly. UCH will provide proactive and transparent social media communication plans to help mitigate damage.
PURCHASING
Effective purchasing practices help manage costs and ensure timely acquisition of supplies and equipment, which can impact the quality of care and operations.
Our streamlined purchasing processes can offer you efficiencies and cost savings. Our vendor relationships in medical, pharmacy, food and tech will help reduce cost and delivery times.
FUNDRAISING
By selecting the UCHM Fundraising option, you’ll get access to strong fundraising and grant writing capabilities that will open doors for more resources. Our fundraising strategies focus on seeking financial contributions from individuals, foundations, or grants to support programs, services, or capital projects by using storytelling.
BILLING SERVICES
Accurate and timely billing ensures financial stability and compliance with insurance and government programs (e.g., Medicare/Medicaid).
If you’re providing services, we can integrate with or replace your current systems to ensure a wellmanaged billing process for seamless transactions and fewer disputes. We also offer billing services that include following claims to completion to remove the burden of billing and follow-up from your team.
IT SERVICES
When partnering with UCH, you’ll get access to our expansive IT services—including EMR (Electronic Medical Records), cybersecurity, and systems infrastructure. We found these to be essential for operational efficiency, data security, and quality of care.
Here’s why each of these IT components matters and how they impact your success:
EMR (ELECTRONIC MEDICAL RECORDS): streamline the documentation of resident care, reducing paperwork and improving accuracy in medical records.
• Care Coordination.
• Regulatory Compliance
• Data Access
• Reputation
CYBERSECURITY: Senior living facilities handle sensitive data (medical records, payment information, personal details). Strong cybersecurity safeguards against breaches.
• Compliance
• Risk Management
• Downtime Prevention
• Efficiency Gains
BOARD SUPPORT
UCHM helps you establish and maintain excellent board relations—which comprise governance support, strategic planning, and board communications. Your outcome will be effective leadership, decision-making, and long-term success. Board support strategies include:
• Aligned Vision: Strategic goals and transparent communication facilitate alignment between your goals and the company’s long-term objectives.
• Consistency and Stability: Solid governance and strategic planning ensure the company operates consistently and predictably, reducing risk for partners.
• Education: Providing leading industry data and benchmarks to help inform strategy and performance measurement.
• Efficient Decision Making: Effective board communication ensures timely decisions on collaborative initiatives, minimizing delays and misunderstandings.
Governance Support
Effective governance ensures the organization has clear policies, ethical standards, and oversight mechanisms. Strong governance helps maintain regulatory and legal compliance, reducing risks related to liability and reputation. Good governance fosters transparent, well-informed decisions that align with the company’s mission and values.
Board Communications
We’ll help guide and facilitate consistent communication between leadership and the board ensuring alignment on key decisions and organizational goals. Our communication model promotes transparency, so all are aware of challenges, successes, and performance metrics. We’ve found that a well-informed board can make timely, strategic decisions that support organizational growth and adaptability.
HOUSING COMPLIANCE
UCHM manages a large portfolio of housing properties. By partnering with us, you’ll instantly gain access to a deep understanding of compliance, REAC (Real Estate Assessment Center)/MORs (Management and Occupancy Reviews) inspections, and refinancing options. By successfully navigating even one of these, you could prevent a property from becoming at risk.
Here are some ways you could improve:
• Compliance Assurance: Reduces the risk of penalties, fines, or funding loss.
• Operational Reliability: Ensures facilities meet high standards for safety, quality, and eligibility.
• Financial Stability: Strategic refinancing supports long-term sustainability and growth.
• Reputation Protection: Compliance and high inspection scores enhance trust with residents, regulators, and partners.
• Growth Opportunities: Access to refinancing can fuel investments that create new partnership possibilities.
HUMAN RESOURCES
We believe that strong Human Resources (HR) practices — focusing on organizational alignment, recruiting, and training — are critical for maintaining operational effectiveness, staff quality, and a positive culture.
We evaluate the organizational alignment to see how well the structure, culture, and goals are in sync with your mission, values, and strategic objectives. Adjustments to the alignment promote efficiency, morale, and long-term success.
After understanding your core values and organizational needs, upon request, we’ll install effective recruiting practices so you will hire skilled, compassionate staff who meet the specific demands and align with your core values. Quality talent is essential for providing excellent care and maintaining a good reputation.
We’ll prioritize ongoing training to keep your staff skilled, knowledgeable, and compliant with industry standards and regulations. The training is guided by your growth plan and our risk assessment.
COMPLIANCE AUDITS
UCHM will instill strong practices around compliance audits and medical record policies that are essential for maintaining legal integrity, operational efficiency, and quality care.
Compliance audits are systematic reviews to ensure adherence to internal policies, industry regulations, and legal standards, such as HIPAA (Health Insurance Portability and Accountability Act) and state-specific healthcare regulations.
Additionally, we’ll review and update your medical record policies to make sure resident records are created, maintained, accessed, and protected. These policies ensure accuracy, security, and compliance with healthcare regulations.
We use a straightforward approach to compliance audits:
• Regular Audits:
- Scheduled and surprise audits to assess compliance with internal and external standards.
- Action plans to correct identified issues promptly.
• Clear Documentation: Detailed policies outlining procedures for creating, accessing, storing, and disposing of medical records.
• Staff Training: Ongoing training to ensure employees understand compliance requirements and medical record handling.
• Technology Security: Use of secure EMR (Electronic Medical Record) systems with encryption, access controls, and regular security updates.
• Incident Reporting: Processes for reporting, investigating, and resolving compliance violations or data breaches.
• Retention Policies: Guidelines for how long records must be kept and procedures for secure disposal of outdated records.
CUSTOMER EXPERIENCE AND RETENTION
By optimizing your sales funnel and customer experience with a thoughtful, structured approach, you can increase revenue, improve operational efficiency, and elevate the reputation of your senior living community. Let United Church Homes Management help you refine your community’s experience with the following:
• Onboarding and Resident Satisfaction: After conversion, focus on providing excellent onboarding experiences and continuous support to ensure resident satisfaction.
• Referral Programs: Encourage happy families and residents to refer others to the community, turning satisfied customers into brand ambassadors.
• Ongoing Engagement: Activities, regular follow-ups and continued communication ensure that residents and their families remain satisfied, reducing turnover and fostering long-term relationships.
A STORY OF COLLABORATION
The photos above and below depict residents at a UCH community working together during an Idea-A-Thon. The UCH Idea-A-Thons are facilitated by staff with the objective of empowering the residents to collaborate with their peers and community staff. The goal of the multiple-day event is to generate ideas that the residents of the community would like to see implemented within their senior living community. The ideas are within parameters of budget constraints and must be able to be implemented and maintained by resident volunteers with staff assistance as needed.
The Idea-A-Thons have proven to empower UCH residents, providing them with confidence and comfort in their efforts of collaboration with their peers and community staff members.
The Idea-A-Thon is just one example of creating a culture of abundant living and positive customer experience within community.
United Church Homes Testimonials
Our CCRC experienced a difficult transition after long term leadership changes in the middle of COVID. We needed help with leadership, marketing, and developing a strategic plan for the future of our faith based community. From our first conversations with United Church Homes Management, we found their depth of experience was what we needed to face these challenges with hope. We are thankful for their work and presence in our community.
Pam Ferguson Friends Fellowship Community, Board President
UCHM and team have been extremely helpful in eliminating contract services, helping with the budget and future planning for SEM Haven. Their day to day advice goes a long way towards keeping our costs down.
Michael C. Fletcher, Esq.
Griffin Fletcher & Hughes, LLP Lawyers Title of Cincinnati, Inc.
References available upon request.
