Year End Report 2022

MARCH 2023

February 1, 2022

Dear Residents,

While preparing this report, I couldn’t help but be impressed by the resilience, perseverance, and support that has been on display at Westminster Village over the past few years. From the uncharted financial and societal territory that COVID brought, through recovering our identities after adjusting to the “new normal”, to the resulting inflationary environment and all it impacted, the Spirit of this Community shined through and created a stronger Westminster Village than we may have ever imagined. The unanticipated strain on resources and cost increases were met with resourcefulness, understanding, and determination that has been heartening to see.

While these challenges brought about several cost-containment and savings measures, and achievements in operational efficiencies, it became obvious more had to be done. As difficult as the decision was, in the final analysis, the Board of Directors made the decision to increase monthly rates for September 1, 2022, and January 1, 2023 to respond to the unprecedented cost increases that continue to impact nearly everything in our lives. This adjustment was needed to insure the generation of sufficient income to cover increasing operating costs while also preserving the impeccable service standards and quality of care that are the hallmarks of Westminster Village.

Since the announcement, I’ve received several inquiries about the overall financial stability of Westminster Village. While the continued strain of inflation and escalating wages persists, as do expenses related to COVID and its aftermath, our cash position remains strong. The monthly fee increases, gains in operational efficiencies, and ongoing cost-saving initiatives will make possible the positive steps required to secure the financial well-being of Westminster Village now and into the future.

While prudent fiscal administration is critical to remaining financially sound, we acknowledge our foundation is truly built upon the dedication and talent of our caring staff. Additionally, without the confidence and support of our valued residents, Westminster Village would quickly become just another community. The mix of caring staff and the trust of residents is a strong combination that makes Westminster Village our cherished home.

I invite you to read this report as a concerned neighbor and resident. It focuses on developments and accomplishments within the five pillars of our Strategic Plan: Culture, Technology, Programs, Our Campus, and Finances. Please feel free to contact me directly if you have any questions, suggestions, or concerns. I am always happy to see and hear from you!

Sincerely,

Tom Winkelman Chief Executive Officer

Culture: Community Happens Here

People make the difference at Westminster Village. That’s why, in nurturing our unique community culture, retaining our valued employees is always a top priority. The loss of team members takes a personal toll on our residents, disrupts services, and affects the wellbeing of everyone working and living in our community.

Sustaining a strong culture also requires listening to our residents, engaging with them in community projects, and responding with a sense of urgency to their needs. We have made progress in both employee and resident satisfaction through a number of initiatives.

Job Satisfaction is Job One

While fair and competitive compensation is critical, keeping employees happy requires more than just a paycheck. In 2022, our Human Resources department continued to focus on the importance of new employee orientation, ongoing training, coaching, and regular meetings to keep our staff connected, informed, and engaged. Company culture is a top priority for potential job seekers, which means a positive workplace culture is crucial to recruitment and retention.

We are proud of a staff retention rate that indicates high job satisfaction among our staff. Over 50% of our team members have worked at Westminster Village for over 5 years with four employed with us for over 30 years.

Taking Care of Those Who Take Care of Us

With the assistance and enthusiasm of our residents, we made concentrated efforts to demonstrate our appreciation for our employees in ways both large and small. Whether it’s our monthly Hall of Fame celebrations, daily accolades written on comment cards, or groceries to take home and share with their families, we show our employees how much they mean to us every way we can.

In 2022, to assist in offsetting the inflationary costs to our staff we provided $160,000 of meals and groceries. We were also pleased 17 of our employees took advantage of our scholarship and personal development program(s) this year. Additionally, a larger number of employees participated in our benefits program in 2022, meaning a greater number of needs are being met.

The Employee Holiday party is another special event that continues to mean so much to our staff and their families each year. The 2022 party was a record year for resident contributions to the employee gift fund — thanks to the generosity of our compassionate residents! The thoughtful contributions of our residents to this cause make the difference for employees buying gifts for their children and families. Another record year for contributions to the employee gift fund thanks to the generosity, kindness, and compassion of our residents.

Caring to Comment

Sustaining a strong culture requires listening to and acting on feedback from employees and residents. Implementing the new comment cards program in 2022 allowed us to receive direct feedback from our residents, identify opportunities for improvement, and acknowledge outstanding employee performance and random acts of kindness.

Resident Comment Card Rating is 4.4 out of 5 with the Resident Services team receiving the highest overall score.

Contributing to the Culture

Our residents remain extremely active in initiating and supporting new campus activities and programs that make Westminster Village a fun and unique place to live. The creation and success of the Heart to Heart program, the formation of the Jazz Series, maintenance of the beautiful Butterfly Garden, and construction of the Observatory were resident-created programs that will benefit our community for years to come.

Opportunities to Serve

As a stand-alone, non-profit community, no single person or group owns us, which means it is incumbent on each of us to make this a great place to live and work. We recognize the invaluable contributions of those who volunteer to serve our community in countless ways.

The slate of talented individuals who ran for Resident Council this year was simply outstanding. We appreciate the dedication, leadership, and ongoing contributions of each committee member.

Playing Together

Between resident activities and fitness classes, we bring residents together in over 300 social events every month.

We are forever grateful for the “Card Ladies” who were recognized by the Board of Directors this year for their dedication and the joy they bring to residents and employees each week. And our Fabulous Finds store continues to prosper by displaying and selling select donations from residents which are always handled with care from our shop volunteers.

Several residents have requested to take part in the publication of the Villager each month, and we are happy we can expand opportunities to serve through this initiative in the coming year.

Our Culture is Catching On

Referrals we receive from residents and employees continue to make a huge impact on our community. In total, 45 new residents called Westminster Village home in 2022. We are overjoyed many of our new residents have friends living at Westminster Village who love it here, naturally. Additionally, a large portion of our employees hired this year were referrals from current employees.

85% of new neighbors are referred from friends who call Westminster Village home.

Technology: Elevates Service

Westminster Village continues to upgrade our technology infrastructure for improved services and community operations. By rebuilding our corporate network and implementing our cloud-based Office 365 solutions suite, we activated an easily accessible, common platform for our electronic communications and reporting. This transition not only created time-saving conveniences for greater productivity, but it also helped secure our data and defend against cyberthreats.

Keeping Connected

Other infrastructure improvements include an all-in-one infotainment system that combines community-wide TV, internet, and phone services that we can customize to our residents’ needs. By adding new technology and infrastructure residents have choices of internet system upgrade(s), upgraded internet security, television systems with digital recording, and premium channels. Additionally, the new phone system includes free long distance calling, voice mail, and optional call waiting. As a result, we expect to see a revitalized communication and entertainment experience for the current and future enjoyment of residents. These technological improvements will position us to meet the needs of future residents who expect a higher level of connectivity.

Now more than ever, both current and future residents rely on personal electronics and video streaming to connect with family and friends. To help support this technology it’s mandatory our community have a robust network and WiFi connectivity.

Residents and family members are logging into the Westminster Village portal approximately 850 times per month.

Convenience is on the Menu

Technology enhancements extend to our dining services. A new interactive kiosk is now in the Garden Café to expedite service and improve food order and billing accuracy. This upgrade also includes the ability to place orders and reserve tables online.

The Westminster Picker-Upper

Since making Westminster Village its home, our robotic vacuum has efficiently cleaned 534,793 square feet of carpet, which is equivalent to cleaning 3 Super Walmart stores! Not only do the carpets look cleaner but removing the grime and dirt without having to shampoo the carpet extends the life of the carpet.

Yardi Makes it Easy

The continued transition to the Yardi software system has improved our operations in so many ways. It saves precious time by eliminating repetitive processes and reducing the need to manually enter information into multiple databases. As a central hub for gathering and distributing information, it not only elevates efficiency and productivity but improves departmental collaboration.

For residents, the new Yardi Resident Portal provides the ease of online bill pay, ability to peruse upcoming campus activities, review the latest dining menus, access Board of Directors and Residents Association meeting minutes and other useful information. Additionally, family members of residents are now able to gain access to the Portal.

The Future Looks Bright and Light Technology investments in 2022 included upgraded security cameras and lighting to protect the safety of our residents, staff, and guests.