Willow Fall 2020

Rising to Meet the Challenges of COVID-19 pg. 4

willow

Fall 2020

A W I L L OW VA L L E Y C O M M U N I T I E S P U B L I C AT I O N

' Willow Valley Communities Strong' in All We Do Greetings from Willow Valley Communities.

You will also read about the Residents of Willow Valley Communities. They, too, had to change their routines and

In this space I typically write a letter to Willow readers

follow sometimes inconvenient, but prudent, safety protocols.

welcoming you to enjoy our latest issue about life here at Willow Valley Communities. I encourage you to pore through the pages and read the articles about our Residents, our amenities, and everything that is going on in our community — and beyond, in Lancaster County.

But they did it with a positive attitude knowing that they were protecting themselves, their neighbors, and Willow Valley Communities Team Members. They had to find new ways to continue to Live Life Forward during this socially distant time to learn, engage, and stay connected. I am also

But, because of COVID-19, 2020 has turned out to be

honored to know them and to share this unimaginable time

anything but typical.

with them.

In response to the emerging COVID-19 threat, Willow Valley

History will deem the year 2020 as unprecedented. The 3,800

Communities began putting risk mitigation protocols in place

people who live and work at Willow Valley Communities

in February, before the World Health Organization (WHO)

continue to respond in extraordinary ways. This issue of

declared COVID-19 a worldwide pandemic on March 11.

Willow is dedicated to all who are rising to the challenge, who

Every Willow Valley Communities team responded to the

continue to follow safety protocols, and who keep all of us

threat and quickly pivoted their responsibilities in order to

#WillowValleyStrong.

continue their service to our Residents with safety and wellKind regards,

being top of mind.

In this issue of Willow, focused entirely on Willow Valley Communities’ operations during COVID-19, you’ll read about some of our Team Members and their dedication, compassion, and ingenuity in the face of unprecedented circumstances. I am honored and humbled to work with each one of them.

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John G. Swanson Chief Executive Officer Willow Valley Living

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contents FALL 2020

RISING TO MEET THE CHALLENGES OF COVID-19 | 4

WORKING EVERY DAY TO MITIGATE THE RISK OF COVID-19 | 16 CELEBRATING OUR HEALTHCARE HEROES! | 18 FEELING THE LOVE FROM RESIDENTS | 20 RESIDENTS DURING COVID-19: QUILTING, WRITING, LAUGHING & GIVING | 24 THE COVID-19 UPDATE: KEEPING RESIDENTS INFORMED | 28 MEET PAM KINSEY | 30 VIDEOS WE LOVE | 32 WILLOW VALLEY COMMUNITIES ROBUST ON FUTURE CONSTRUCTION: SOUTHPOINTE AT LAKES | 34 GOOD NEWS: UPLIFTING STORIES FROM WILLOW VALLEY COMMUNITIES | 36

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Front Cover: Resident Jean Harris, President of the Willow Valley Communities Quilt Guild, with some of the thousands of masks the Guild created raining upon her. Full story on page 25.

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RISING TO MEET THE CHALLENGES OF COVID-19 The COVID-19 pandemic affected every Resident at Willow Valley Communities. But it also affected every Willow Valley Communities Team Member. Every team and every Team Member had to quickly pivot and learn new processes to perform their jobs — or they had to change their jobs completely — in order to continue to serve our Residents in a safe and healthy way.

If you know Willow Valley Communities Team Members, you know they are willing to do whatever it takes — even in the midst of unprecedented circumstances like the COVID-19 pandemic.

Here’s the story of how all Willow Valley Communities Team Members became heroes and became “Willow Valley Strong” during one of the most challenging times in our history.

Officer Brian Rutter. “Rather, we had to pivot rapidly to adapt to the situation and identify ways to continue to attract and maintain relationships with prospects.”

Leadership

Typically, those considering a move to Willow Valley

Willow Valley Communities’ senior leadership acted quickly

Communities will visit several times, tour various apartments

at the first hint of COVID-19 in early 2020. Our leadership guided Willow Valley Communities to adhere to, and often go beyond, recommendations and guidance issued and updated frequently by recognized government and health authorities

and amenities, and meet with Sales Counselors. They will also dine at one of our 12 culinary venues, meet Residents, and even spend an overnight to get a true feeling of what life is like at Willow Valley Communities. During the COVID-19 pandemic,

— such as the World Health Organization (WHO), the Centers for Disease Control and Prevention (CDC), the state of Pennsylvania, the Centers for Medicare and Medicaid Services (CMS), and others — to protect the community. The World Health Organization declared COVID-19 a worldwide pandemic on March 11, 2020; Willow Valley Communities had begun putting protocols in place in response to the threat as

Willow Valley Communities ceased visitation, which meant that prospects could no longer visit and tour. The Marketing and Sales Team quickly regrouped and brainstormed ways they could tell the Willow Valley Communities story to people who could not experience it for themselves.

The team made many telephone calls, wrote many emails, and coordinated many Zoom meetings, but one of the most

early as February.

successful methods the Marketing and Sales Team used was

For many weeks, leadership met daily with Willow Valley

video. Instead of prospects coming to our campus to tour in

Communities’ COVID-19 Response Team, comprised of

person, the team brought the campus to them through video.

members of our Infection Control Committee (including expertise and advisement from Lancaster General Hospital / Penn Medicine), our Medical Director, and applicable Team

Virtual tours and online seminars with question-and-answer segments were produced and sent to prospects who could view them from the comfort of their own homes. Many, many people

Leaders, to review the latest information available and to implement and update policies, best practices, and proactive measures that would help mitigate risk to our communities.

took advantage of these opportunities to “visit” Willow Valley Communities virtually. A pleasant surprise for the Marketing and Sales Team was that more people were online “touring”

They moved quickly to take the necessary steps to protect

than would have been able to do so at an in-person, on-campus

Residents and Team Members from the virus.

event. Also, they were from states as far away as South Dakota

Marketing and Sales

and California.

In spite of a worldwide pandemic, marketing and sales did not

The Sales and Marketing Team also produced other types of

come to a “screeching halt,” according to Chief Marketing

videos to show what life is like at Willow Valley Communities:

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Facebook Live fitness videos with the Fitness Team, cooking videos with Willow Valley Communities’ chefs, and various

Culinary Services The Culinary Services Team, led by Vice President of

nature walks to show our beautifully landscaped campus.

Culinary Services Sharon Habanec, quickly sprang into action

Through COVID-19, the Sales and Marketing Team got creative

as COVID-19 became an issue. The typical processes and

and was quickly able to change the way they do business and

procedures in Culinary Services were turned upside down as

showcase Willow Valley Communities. The team agreed they

communal dining ceased because of the coronavirus threat. In

will come out even stronger.

order to keep Residents safe, Culinary Services first created a

“I knew before the emergence of the pandemic just how capable and how special this team is,” said Brian. “But, what I am most proud of is how the Marketing and Sales Team pulled together to adapt and respond to new circumstances to be successful.”

meal pickup service, and then a meal delivery service, before going back to a meal pickup service. Changing processes required intense planning, but the high standards of service, quality, and freshness were not sacrificed. Every meal was specially prepared to Residents’ high expectations.

The numbers of meals that the Culinary Services Team prepared for pickup and delivery was staggering. Sharon said as of October 8, the total number of meals delivered was 140,400, and the total number of meals that were picked up was 172,364.

Sharon expressed her appreciation for the team. “I am incredibly proud to be a part of this amazing group of individuals who continually strive to delight our Residents and exceed expectations regardless of the situation at hand.

The Culinary Team Leaders and Team Members never cease to amaze me.” Noting further, she said, “Offering a diverse menu of freshly made and delicious food became particularly

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important when Residents were restricted to their apartments and eating from takeout containers. Creating a welcoming, safe, and efficient flow through our food venues became the focus as Residents began picking up their meals. These transitions were seamless and successful due to the highly skilled and dedicated Team Members in Culinary Services.”

Maintenance Throughout the pandemic, the Maintenance Teams at Willow Valley Communities added many more responsibilities to their already long to-do lists. In March, they quickly responded to the campus lockdown with the creation of barricades and checkpoints. Entrances had to be blocked off and reconfigured several times. Shelters for the checkpoints had to be set up,

Transportation Transportation Supervisor Tracy Long said her team has done an “outstanding job” navigating changes in their department

including electric and heat, and later, cooling fans and misting systems, to protect Team Members from the elements.

throughout the pandemic. Their traditional operations nearly

The Maintenance Teams also built hand sanitizer stands and set

stopped in March, with just a few individual transports,

up dedicated COVID-19 units in skilled care, including adding

before members of the team changed their duties completely

a negative air pressure system and laundry facilities for the

when they were asked to assist with checkpoint screening and

support staff working in those areas. Maintenance also helped

security. On April 15, the team started coordinating a grocery

build Connection Cottages for face-to-face visits between

shopping service for Residents. The service began as Monday

Residents and their loved ones in skilled care. In addition,

to Friday and transitioned to two days a week in July. Through

they delivered groceries right to Residents’ doors (after the

October 9, the Transportation Team fulfilled 1,874 orders

Transportation Team shopped for them).

totaling $124,453.

The Maintenance Teams also helped turn Chautauqua Hall

Additionally, in May, the team was tasked with moving their

into a much-needed storage depot to enable Willow Valley

entire operation from the Physical Management Building on

Communities to ramp up housekeeping supplies, personal

the Lakes Campus to the new Operations Service Center on

protective equipment, and the additional provisions that

Millwood Road.

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Culinary Services needed to provide to-go meals for Residents.

The teams converted the building, lined the floor with plywood, and created storage lanes. They also managed the incoming

Resident Life and Wellness The Resident Life and Wellness Team’s goal was to continue to keep Willow Valley Communities’ Residents engaged,

stock.

connected, and involved. Neil Hershey, Theater and Technical

They continued this process for about three months until the

Systems Manager, explained that the team manages in-house

new Operations Service Center on Millwood Road opened

channels, as well as all the accompanying video content,

up. The team then worked together over several days to

including the various movies that air each day. Ryan Hardy,

transfer all of the stock from Chautauqua Hall to Millwood

Theater Audio-Visual Technician, records and produces the

before converting Chautauqua Hall from a storage facility to a

devotionals, vespers services, and other videos. They then store

COVID-19 testing center for Supportive Living. This included

all this content on Willow Valley Communities’ video server,

removing the plywood flooring they had originally put down

which allows playback whenever it is scheduled.

and setting up testing stations and computer work areas.

Stacy Musser, Senior Director of Resident Life and Wellness,

Tim Ryan, Maintenance Manager for the Lakes Campus, said,

said her team also worked with cancelled entertainers and

“My team stepped up without hesitation. It was never me

presenters scheduled for the Cultural Center to present

asking them. It was them asking me what they can do to help. I

online. An important goal of her team was to make that online

could not ask for a better group of people who are committed to

programming interactive — she wanted Residents to take part

Willow Valley Communities’ MORE Values.”

in the program, not just turn on the television, sit, and watch.

Dave Clingan, Maintenance Manager for the Manor Campus, added, “I continue to be amazed with our Maintenance Team during this challenging season we are in. I am proud of their resourcefulness and willingness to quickly readjust and adapt to

Programming included an “Ask the Presenter” email enabling viewers to question the presenter in real time. “Just as if they were raising their hand from their seat in the Cultural Center Theater,” explained Stacy.

the almost daily changing environment. I am honored to be part

Stacy added how pleased she was with how fast all the online

of a team who provides such a high standard of service to our

programming came together. “We have an education program

Residents. In short order they all quickly reacted to the extra

with great presenters, a Community Friends in Concert

needs thrown upon them with a cheerful attitude and a ‘Let’s

Series, and a full day’s lineup of fitness classes… The concert

Get It Done’ attitude. They all ROCK!”

series is more personal because it comes from the performers’ living room directly into Residents’ own homes and brings the outside community here,” she said. “And, it’s also great for the

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Dr. Thomas Braide, Willow Valley Communities' Medical Director

Diamando Wallace, Day Spa Manager, and Emily Ransing, Massage Therapist

presenters. The engagement works both ways — they miss

to manicuring, massaging, and pampering all their Resident

seeing our Residents also.”

clients: “Being a part of the screening checkpoint has given us

Tyler Heidelbaugh, Resident Life and Wellness Coach, had to shift the way he serves Willow Valley Communities’ newest Residents. Tyler helps new Residents learn all they can about how they can Live Life Forward at Willow Valley Communities.

Typically, he meets new Residents in person to help them learn of all the robust opportunities they have within the community.

With COVID-19, the in-person meetings, new Resident cocktail parties, and other gatherings had to be put on hold with Tyler

the opportunity to come together as a team and challenge us in a positive way. One of the best parts of this entire experience is getting to grow closer as a team. I have gotten the opportunity to meet Team Members across different departments and meet Residents that I would normally not have had the chance to meet. Although this has been a nice learning experience, I’m looking forward to seeing clients back in the spa getting their nails done or coming in for a massage!”

working at screening stations.

Supportive Living

Tyler said he had to depend more than ever before on his very

The dedicated team that cares for our Supportive Living

capable volunteer Resident Mentors during the pandemic.

Residents worked steadfastly to mitigate the risk of COVID-19

“While my daily duties have expanded beyond my normal

beginning early this year. Vice President of Healthcare Services

role, I have greatly depended on my team of Resident Mentor

Kendall Hunsicker said, “We are very grateful and proud of our

Volunteers within each community to help welcome Willow

Supportive Living Team, who has worked tirelessly to prevent

Valley Communities’ newest Residents,” he said.

and fight this virus to keep our Residents and Team Members

The new Resident orientations are now on video, the six-week

safe.”

new Resident discussion series is now on Zoom, and many

On June 9, the Pennsylvania Department of Health made

contacts are now through a phone call. But Tyler said everyone

universal testing mandatory in skilled care, and the Supportive

is in a positive frame of mind: “New Residents are happy to

Living Team was able to complete 1,000 tests by the deadline

be here. We have been successful at welcoming them through

of July 24. Although it was a huge undertaking to organize

online programming. However, they are all quick to tell me that

these testing events for Residents and Team Members, Kendall

they look forward to taking full advantage of all that Willow

said it helped Willow Valley Communities by identifying those

Valley Communities has to offer them — in person!”

who were asymptomatic COVID-19 positive. “Residents who tested positive could immediately be placed in the dedicated

The Day Spa With treatments at The Day Spa at Willow Valley Communities temporarily halted, Diamando Wallace and Emily Ransing have been working at screening stations. Although they’ve enjoyed the change in duties, Diamando said they can’t wait to get back

WillowValleyCommunities.org

COVID-19 units, and Team Members who tested positive remained at home to recover.”

A July 22 unannounced survey visit by the Pennsylvania Department of Health to Willow Valley Communities’ skilled care communities, Lakeside and The Glen, identified zero

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doorknobs, etc.) up to three times a day. The Housekeeping Team is continuously researching and learning about the latest ways to clean and sanitize, and also purchased new hightech cleaning and sanitation equipment, including the EPAregistered Clorox 360 machine that electrostatically fogs an area after manual cleaning and disinfection.

Chaplains The Willow Valley Communities Chaplains also found their duties shifting during COVID-19. Scott Johnston, Lakes Independent Living Chaplain; Robert Stahl, Lakes Supportive Living Chaplain; Ken Phillips, Manor Independent Living Chaplain; and Ed Runkle, Manor Supportive Living Chaplain, all agreed that the biggest overall change has been finding new ways of providing pastoral care from a distance. All inperson worship services, prayer meetings, and Bible studies ceased, along with visits to Residents in the hospital. Utilizing technology, the Chaplains provide weekly worship services and daily devotionals on television, weekly Bible studies via Zoom, and person-to-person prayer ministry by telephone.

Interestingly, the Chaplains agreed that an especially gratifying blessing did come about due to COVID-19: there have been more opportunities for them to minister to Willow Valley

Kendall K. Hunsicker, Vice President of Healthcare

Communities Team Members.

Ken Phillips explained, “Of course, we have always been

deficiencies, meaning that state inspectors found that all established and mandated policies, procedures, and protocols were being followed. Inspectors spoke highly of the team’s

available to Team Members anytime they needed us, but now, with so much weighing on them, we consider ourselves blessed that COVID-19 gave us the opportunity to support, encourage,

performance and the prevention measures in place. At the conclusion of their visit, the state inspectors said they were not

and care for our fellow Team Members during these stressful

able to offer any further recommendations for improvement to

days.”

The Glen and Lakeside beyond the measures already in place.

Fitness Team

In addition to the zero-deficiency finding from the July 22 visit, PA Department of Health inspections for The Glen and Lakeside for all of 2019 and 2020 to date have likewise resulted in zero deficiencies.

With the Cultural Center closed during the COVID-19 pandemic, the role of the Exercise Fitness Specialists changed dramatically: they became the frontline COVID-19 screeners throughout Willow Valley Communities’ campus. But they

The Supportive Living team appreciates the large number of

still worked hard to keep in touch virtually to help motivate

Residents and their families who have reached out to Willow

everyone to keep on moving and to continue to Live Life

Valley Communities to offer praise and gratitude for their

Forward. The team provided fitness classes every day via

handling of the pandemic.

Facebook Live and WVTV. They also hosted a three-week

Housekeeping

scavenger hunt on each campus, and the 100 Mile Motivational

The Housekeeping Team has always kept Willow Valley Communities bright and pristine. In fact, Housekeeping Manager Donna Frailey said, “We have always cleaned as if every area could be infected with an infectious disease!”

But during COVID-19, the team has increased their regular cleanings to include touchpoints (handrails, light switches,

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Challenge, albeit from a distance.

Wellness Manager Pam Schorr said, “My team is amazing! They have joined forces with other Willow Valley Communities Team Members to make us all Willow Valley Communities Strong.

Their dedication to help keep our Residents and Team Members safe makes my heart smile.” But she quickly added, “We can’t wait to see our Residents in person!”

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Chaplains (L-R): Ken Phillips, Manor Independent Living; Scott Johnston, Lakes Independent Living; Ed Runkle, Manor Supportive Living; Robert Stahl, Lakes Supportive Living

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team worked diligently to cancel tours and events without

Resident Life Coordinators

losing funds.

Krista Aston, Resident Life and Clubhouse Manager, said, “Willow Valley Communities is very lucky to have a small but

In addition to coordinating entertainment and travel for Willow

mighty group of Resident Life Coordinators. They are eager

Valley Communities Residents, Resident Life Coordinators

and always happy to help in whatever capacity is needed.”

organize many other activities supporting community life

The team has been filling in as screeners day and night since

and beyond. During the pandemic, they have also continued

the pandemic started and have had to cancel or change their

producing The Weekly Insider to share important information

calendar of events at a moment’s notice.

and updates.

Many of Willow Valley Communities’ events and concerts

Krista said her team has found their rhythm. They will continue

are booked well in advance, so the coordinators have had to

offering Zoom concerts along with virtual education and art

spend a lot of time following up and communicating with the

instruction, and they are also actively pursuing additional

bookings. When they are working night or overnight shifts,

opportunities to keep Residents engaged with fun things to do.

trying to connect takes a special effort! Krista noted that her

Krista advised with a smile, “Stay tuned!”

Resident Life Coordinators (L-R): Kristin Holloway, Theresa Strange, Krista Aston (Resident Life & Clubhouse Manager), Michelle Murch

Willow Valley Communities is very lucky to have a small but mighty group of Resident Life Coordinators.

Krista Aston, Resident Life & Clubhouse Manager

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Security

Grounds

Jim Tracy, Senior Director of Property Management and

Joel Schock, Manager of Grounds for Willow Valley

Services, said that security played a key role early on in the

Communities, said that the biggest challenge his team has had

pandemic and continues to do so. When COVID-19 was first

was wearing masks while doing their labor-intensive outdoor

becoming known in early 2020, the Security Team closed and

work in the heat. He added that the members of his team, who

secured all campus entrances. Since then, Security and others

are quite close, also miss having lunch together at one of Willow

have been out at the various road checkpoints — 24 hours a

Valley Communities’ culinary venues, as they were used to

day, 7 days a week, in all weather conditions — to help protect

doing daily. But, he said, the new Operations Service Center at

the communities from potential exposure to the virus. Some of

Millwood does give them plenty of room to connect while still

the officers’ duties continue to include directing traffic, stopping

being safely socially distant.

vehicles, checking for stickers, answering questions, and asking health questions and taking temperatures during the night

During COVID-19, Joel said the Grounds Team viewed their roles even more seriously. “We quickly realized that with the

shifts.

lockdown, one of the activities Residents enjoyed the most

Jim said, “I’m very proud of how everyone has stepped

were walks outside. We’ve always been meticulous in our

up through these difficult times — covering their shifts,

landscaping, but during COVID-19, my team’s attention to

working long hours day after day at the checkpoints, assisting

detail was definitely enhanced.” He added that Residents have

each other, and training new personnel. This has all been

also wanted to add extra beauty to the outside of their own

accomplished while continuing their normal duties, such

Residences, so there has been an increase in work orders. The

as patrolling the campuses, responding to emergency calls,

Grounds Team doesn’t mind, though, because Residents have

assisting Residents and Team Members, and continuing to

been so appreciative of their efforts.

provide other daily security services.”

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“I’m really proud of my team,” said Joel. “Through working out in the heat with masks, remaining socially distant, and the added task of sanitizing the trucks so often, they haven’t skipped a beat.”

Information Technology Senior Director of Information Technology Bob Davis described how his team has continued to research the latest technology to help all departments and Residents of Willow Valley Communities stay safe, communicate, and work more efficiently during the pandemic.

Information Technology (IT) Team Members collaborated with Human Resources and Administration to create an illness

Residential Operations

tracking application and coordinated the installation of the UV-C boxes that are used to sterilize equipment like iPhones, iPads, pens, stethoscopes, and other items in supportive care environments. IT has also helped Residents stay connected

The Senior Directors of the Manor and Lakes Campuses, Danielle Geyer and Glennda Hart respectively, were also inspired by all the teams on their campuses. Danielle, Manor Campus, said, “In one of the scariest and most uncertain times

with their loved ones who were not able to visit during the

in history, our Team Members selflessly came to work every day

pandemic, and arranged for additional iPads in supportive

to serve the Residents and one another. They banded together

living environments to assist Residents with their Zoom

and worked longer, harder, and more compassionately, all in an

meetings with their friends and families. In addition, IT collaborated with the Property Management and Supportive

effort to keep the community safe.”

Living Administration Teams in researching and installing

Glennda of the Lakes Campus agreed, adding, “Despite the

the technology that enables families to communicate during a

uncertainty and fears of what they were dealing with, many

Connection Cottage visit.

rearranged their schedules and responsibilities to make

Bob said the work the IT Team is doing related to COVID-19 continues. His team is currently exploring options for an

themselves available whenever and wherever needed, whether it was working a different shift, different days, or doing a completely different job. Some were on the front lines caring

electronic screening process for temperature checks and screening questions, and people counters to help manage social distancing.

for those who needed assistance; others were behind the scenes making sure we didn’t miss a beat so that there were as few service interruptions as possible while keeping the community

Bob expressed great thanks for his team, stating, “The IT Team

safe. The commitment and compassion toward those we serve,

provided superior support services during these trying times to

and the support given to each other, has been overwhelming

both Team Members and Residents while continuing to work on

and unforgettable.”

renovation and new construction projects.”

Robert Davis, Senior Director of Information Technology

Craig D. Thompson, Executive Vice President of Residential Operations, oversaw many of the changes in procedures Willow Valley Communities teams had to navigate. “This has been a time filled with many challenges, constant change, high anxiety, and the uncertainty of when this will end,” he said. “However, throughout this situation, there has been a constant here at Willow Valley Communities, and that is the dedication and commitment of our Team Leaders and Team Members. They have risen to the occasion time after time. They have been flexible with their changing roles as we have navigated through this pandemic, all while serving our Residents as their top priority. It truly is a privilege to work with such a dedicated and caring group of individuals.”

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WILLOW VALLEY COMMUNITIES: WORKING EVERY DAY TO MITIGATE THE RISK OF COVID-19 As soon as the threat of COVID-19 began in early 2020, Willow

• Willow Valley Communities closed venues and postponed or

Valley Communities announced that a special COVID-19

canceled programs, events, and trips in accordance with social

Response Team, including members of its Leadership Team,

distancing guidelines.

Infection Control Committee, and its Medical Director, would meet — and would continue to meet as needed — to review policies, best practices, and proactive measures to help mitigate risk to the community.

Below are some of the major steps Willow Valley Communities took to help limit the spread of the virus.

• We revised the traffic patterns on both campuses to increase security and further limit community access to only authorized persons.

• We instituted a screening requirement policy for any Resident leaving Willow Valley Communities’ property for any reason without exception. The policy stated that beginning Monday,

• Willow Valley Communities emphasized that Pennsylvania

March 23, 2020, all non-Resident individuals (including

Governor Tom Wolf’s “Stay at Home” mandate, which

all Team Members, vendors, and contractors) who had

ordered all individuals living within the state of PA to shelter

access to our buildings would be screened daily at one of

at their place of residence, applied to Residents. Additionally,

two designated checkpoints. At these checkpoints — one

any public or private gatherings of any number of Residents

on the Manor Campus and one on the Lakes Campus — a

occurring outside a single household or living unit were

strict screening process, including a series of questions and

prohibited. We implemented a Tracking Resident Movement

a temperature check, would be conducted. The checkpoints

policy, which strongly encouraged limiting outings to truly

would be operational 24 hours a day, seven days a week.

necessary locations (such as grocery stores, pharmacies, and medical appointments) and strongly discouraged travel. The policy required that Residents needed to self-isolate for 14 days if certain conditions were met.

Communities’ campuses to wear masks.

• We ceased all communal dining and started a meal delivery/

• Willow Valley Communities closed to visitors in all areas on both campuses.

• We instituted a requirement for everyone on Willow Valley

pickup service.

• We introduced grocery shopping and delivery service in order to limit Resident travel.

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Residential Operations, said at the heart of the Social ReEngagement Plan was the idea that the process should be very purposeful. He explained that it was decided to take a very strategic, methodical, and phased approach to reopening. “That

We have very good, very smart people here at Willow Valley Communities, and we put the brainpower and the horsepower behind each of the phases to ensure its success.

was best for protecting the health and safety of our Residents and Team Members,” he said. “We knew that our approach might be a ‘slower’ approach to reopening, but based on what history had taught, and what was happening with other countries that experienced COVID-19 much earlier, we felt this was the best approach to protect our Residents and Team Members.”

Craig D. Thompson,Executive VP of Residential Operations

Because Willow Valley Communities has many segments within our community, the Leadership Team also researched a multitude of different types of businesses around the globe.

Craig explained, “We selected what others were doing if it fit our process, and in other cases, we developed our own.” He

• Willow Valley Communities implemented enhanced

also said that the ongoing re-engagement decision process is

housekeeping measures, and frequency, in all areas. Hightech sanitation technology was also purchased to be used in communities.

collaborative. “We openly brainstorm, discuss, offer suggestions and opinions, and question them, but at the end of each meeting, we collectively agree to a plan.”

• We implemented additional restrictive measures for Willow Valley Communities’ Supportive Living environment.

Residents had to remain within Supportive Living, and visitor restrictions included spouses who reside in Independent

“We have very good, very smart people here at Willow Valley Communities,” Craig affirmed. “And we put the brainpower and the horsepower behind each of the phases to ensure its success.”

Living.

Taking these strong, decisive steps has helped to mitigate the

• We enhanced communications, creating a daily broadcast, Communiqués, and Resident Advisories. We also activated a dedicated COVID-19 web page (WillowValleyCommunities. org/Coronavirus) to serve as a central hub of information for Residents, Team Members, and families, including a question-

effects of COVID-19 at Willow Valley Communities, and reengage us safely. We appreciate the cooperation of all of our Residents and Team Members.

Together, we are #WillowValleyStrong!

and-answer (Q&A) function.

• Team Member education regarding proper hand washing techniques, proper use of gloves, the use of personal protective equipment, and other topics increased. Team Members started to meet “virtually” from their own offices via online conferencing software instead of in person.

Although many of these steps to keep Residents and Team Members safely distanced were necessary to limit the spread of COVID-19, Willow Valley Communities knew they couldn’t last indefinitely. We also needed a plan to safely re-engage everyone as much as possible, while still remaining vigilant and maintaining a focus on well-being.

On April 28, the first meeting of the official Re-Engagement

Craig D. Thompson, Executive VP

Team occurred, though re-engagement had been discussed way

of Residential Operations

before that. Craig D. Thompson, Executive Vice President of

WillowValleyCommunities.org

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CELEBRATING OUR HEALTHCARE HEROES! Nurses are our superheroes every day, but especially during the

The entire COVID-19 Update news broadcast on May 6 was

COVID-19 pandemic. Their bravery, compassion, and expertise

dedicated to Willow Valley Communities nurses. Pam Kinsey,

are truly awe-inspiring. That’s why Nurses Week, May 6–12,

Willow Valley Communities’ Infection Prevention Manager,

was especially meaningful at Willow Valley Communities in

who is also a nurse, was presented with a beautiful flower

2020. Willow Valley Communities celebrated 422 Nursing Team

arrangement by Chief Marketing Officer, and broadcast anchor,

Members — Nurses, Certified Nursing Assistants, and Patient

Brian Rutter. Lakes Independent Living Resident Nurse

Care Assistants — in special ways throughout the week.

Lynn Reyker and Lakeside Supportive Living Resident Nurse

National Nurses Week was first observed in the United States in October 1954. In February of 1974, President Richard Nixon

Getamesaye Hailu were Brian’s guests on the program and spoke about what being a nurse means to them.

proclaimed a National Nurse Week to be celebrated annually

Getamesaye, originally from Ethiopia, shared why he decided

in May. National Recognition Day for Nurses, May 6, was

to become a nurse. He had some friends who were nurses, and

eventually proclaimed by President Ronald Reagan in 1982.

he saw how the profession was a privilege. He also likes the

The World Health Organization (WHO) designated 2020 as the

work diversity. “Every day as a nurse is different,” he said. “I

“International Year of the Nurse and the Midwife” in honor of

get to work with different people, and I like that.”

the 200th anniversary of Florence Nightingale’s birth. Florence Nightingale was a visionary nurse and is credited with the

Lynn, who celebrated 28 years as a Willow Valley Communities nurse the day before the broadcast, said that one of the most

founding of modern-day nursing. Each year, Nurses Week

challenging — and at the same time blessed — experiences

commences on May 6 and ends on May 12, her birthday.

this year was watching her Residents recover from COVID-19.

Before the start of the week, signage was installed throughout

“Nursing has blessed my life,” she said. “Willow Valley

Willow Valley Communities’ campuses expressing heartfelt

Communities nurses are committed to the Residents we serve,

messages thanking our Nursing Team Members for the heroic

and we are committed to each other,” she added. “We are

jobs they do every day, but honoring them especially for Nurses

called to serve others.” She concluded her appearance on the

Week. We produced a fun video that was posted on several

broadcast with heartfelt words, stating, “I have never been

social media platforms featuring many of our dedicated nurses

more proud of working for Willow Valley Communities than I

at work. Midweek they were all treated to decadent pastries

have during this time.”

from downtown Lancaster’s nationally renowned Bistro Barberet & Bakery.

We salute all of our amazing and selfless Willow Valley Communities nurses during Nurses Week — and every week.

They are truly our healthcare heroes.

WillowValleyCommunities.org

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FEELING THE LOVE FROM RESIDENTS Willow Valley Communities Residents love their Willow Valley

Still others sent letters of thanks, emails, and posts on social

Communities Team Members. They know the dedication,

media:

the effort, and the hard work that all teams put forth every day — but certainly during this most unusual time during the COVID-19 pandemic.

“There couldn’t be a better place to live during this pandemic than Willow Valley Communities.”

“Praise and kudos are given to administrators and Team

Residents witnessed Team Members frequently changing

Members in handling the COVID-19 situation.”

procedures and enhancing practices in order to continue to serve and care for them — and they did it safely and

“Thank you Team Members! Thank you for all you do for

attentively. Team Members continued to perform their

us at Willow Valley Communities. I am so thankful that I

everyday duties in the midst of the pandemic.

moved here for so many reasons. May God bless each one

Their amazing efforts did not go unnoticed by Residents, many

of you!”

of whom took the time to write letters, send emails, or send

“I just want to say publicly how totally impressed I have

snacks, lunches, and other tokens of thanks to Willow Valley

been with how Willow Valley Communities has handled

Communities. They wanted to show their profound gratitude

things since COVID-19 appeared.”

to Team Members for all they do.

“From the highest in the administration right through

Others created signs to express their appreciation around the

to all the Team Members, we, the Residents, have been

Willow Valley Communities campus.

treated with exceptional regard.”

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Fall 2020

A group of Willow Valley Communities Residents showed

always an honor for Willow Valley Communities to be chosen

their love and support on Memorial Day when they gathered

“Favorite” in senior living business categories, but this year, in

outside on their balconies to sing “God Bless America” to the

light of COVID-19, it meant even more to us.

community. The resulting video was posted on Willow Valley Communities’ Facebook page and quickly went viral, with it being shared by a variety of media outlets, including FOX News and Good Morning America’s websites.

Typically, Residents vote in the awards competition using paper ballots that are printed in the newspaper. But this year, because of COVID-19, the voting was conducted completely online.

As usual, our Residents and the greater Lancaster community

During his August 10 appearance on Willow Valley

showed their thanks and support by voting for us in many

Communities’ COVID-19 Update broadcast, Willow Valley

categories.

Living President and Chief Financial Officer Dennis Griest

Willow Valley Communities is honored to have been voted “1st

expressed his sincere appreciation for the many letters and notes of gratitude that he personally received from Residents.

He said he appreciated the kind words expressed by so many about Willow Valley Communities Team Members’ commitment and dedication. “It is an amazing team,” he said. “We will

Place - The Favorite” in the following categories: • 55+ Community • Retirement Community • Personal Care / Assisted Living Facility • In-Home Companion Care (Non-Healthcare) (Connections at

continue to stay Willow Valley Communities Strong.”

Other Residents chose to show their thanks and appreciation with their votes for Willow Valley Communities in the LNP

Home VIA Willow Valley) Thank you to everyone who voted!

Readers’ Choice Awards. The Readers’ Choice Awards allow the readers of Lancaster’s local newspaper, LNP, to vote for their favorite businesses within the Lancaster community. It is

There couldn't be a better place to live during the pandemic than Willow Valley Communities.

A Thankful Resident

WillowValleyCommunities.org

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Residents lead extraordinary lives at Willow Valley Communities

Jean Harris, President, Willow Valley Communities Quilt Guild

RESIDENTS DURING COVID-19: QUILTING, WRITING, LAUGHING & GIVING With award-winning amenities spanning its 210 beautifully

“We were so happy to do it,” said Jean. She explained that

landscaped acres, Residents of Willow Valley Communities are

members of the Quilt Guild, as well as all quilters, typically

used to having their calendars filled. A 500-seat performing arts

have plenty of extra fabric around. All they needed was the

theater and art galleries provide culture. Hundreds of classes,

elastic, which was purchased by Willow Valley Communities.

clubs, groups, and entertainment options are scheduled every

Then they got right to work.

day. Twelve culinary venues satisfy every palate. Along with the Aquatics and Fitness Centers, an outdoor pool and tennis courts, golf simulator, bowling alleys, and vintage arcade, our 2,400 Residents always have something to do.

And work they did. About 25 members of the Guild were able to complete a total of over 2,500 masks, which were distributed to Willow Valley Communities’ Team Members and Residents during the pandemic. And the Guild is still busy making them.

However, because of COVID-19, things slowed down quite a

Jean said the members have purchased even more fabric and

bit. But that didn’t mean Willow Valley Communities Residents

elastic, including festive holiday patterns. “You might as well

slowed down. In true Life Lived Forward fashion, Residents

make it fun,” she added.

channeled their time and their energies into good causes,

The Guild is also busy with their other projects, including

positivity, and completing projects long put on hold.

making regular contributions to Project Linus. Project Linus,

Here are just some of their stories.

named after the character in Peanuts, provides homemade blankets and quilts to children, families, and individuals

The Willow Valley Communities Quilt Guild —

impacted by homelessness, disaster, trauma, sickness, and other

Quilting for Good

crisis situations. To coordinate their projects, the Guild has

The Willow Valley Communities Quilt Guild has been very

continued to hold their regularly scheduled meetings via the

busy during COVID-19. In March, the Guild was asked if the

online software platform Zoom.

group could make masks for Willow Valley Communities Team Members and Residents. The Guild was more than happy

said it is a complete joy to stay in all day and sew. “Plus,”

to help. A CDC-compliant mask pattern was found, and the quilters got started. In the first ten days alone, 650 masks were made.

But don’t worry about the quilters working too hard. Jean she chuckled, “dinner is always prepared by Willow Valley Communities, so why not?”

In May, the new president of the Quilt Guild, Jean Harris, continued to rally the Guild in its efforts to make as many masks as possible for Willow Valley Communities.

WillowValleyCommunities.org

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Debbie started to use the quarantine as many did: to clean

Debbie Mink — An Author at Last

closets. But as she dug into her task, she came across several

Debbie was a teacher in Crawford Central and Penncrest School Districts in northwestern Pennsylvania. At a language arts course she attended in 1998, teachers were encouraged to do writing projects along with their students. She thought this was an excellent idea, and as her students were writing their stories, Debbie also worked on a book that she thought her

letters from students who mentioned the book, wondering if it had been published yet. “These letters really motivated me to complete the project,” Debbie said. “Plus, the Willow Valley Communities’ writing groups I participate in made me realize that publishing a book really could happen. I knew that if I was ever going to finish my book, the coronavirus was the time.”

students could help edit.

As the years went by, she’d run into her past students from time to time; they had moved on, graduated from college, started families, and they would ask Mrs. Mink, “Hey, did you ever

Debbie got to work, and Bonnie, along with other Willow Valley Communities Residents Marian Yoder and Linda Jones (both of Spring Run), proofread.

finish that book?” Debbie had to answer, “No.” Debbie had

While quarantined, Debbie was able to complete not only the

retired and moved to Willow Valley Communities with her

first book she started with her students, but a second one as

husband, Keith. The dream of writing a book moved along with

well. Choices is about bullying and includes cross sections of

her. Debbie’s neighbor at Willow Valley Communities, Bonnie

many of her students. The second book, Adapting to Vision

Frick, read the first chapter about three years ago to help

Challenges — Together, is Debbie’s memoir of living with

Debbie edit. She, too, joined the chorus of questions inquiring

someone who is visually challenged. Both books are available

about the status of the book.

on Amazon.

Debbie had many good reasons why the book wasn’t finished.

Debbie is happy she was able to finish these books and looks

“I was busy with many Willow Valley Communities activities,

forward to writing more. “COVID-19 may have hit me and

such as pickleball, tennis, biking, swimming, fitness classes,

stopped me in my tracks,” she said. “But I certainly did hit

walking, and concerts. But then I went to Australia and

back!”

New Zealand with Willow Valley Communities’ travel group, and upon arriving back in March, I was quarantined,” she explained.

COVID-19 may have hit me and stopped me in my tracks, but I certainly did hit back!

Debbie Mink, Resident

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George said he’s always taken a humorous, light look at life and

George Nettleton — The Daily Lift

has always been a positive person. He loves to laugh, and he got

George Nettleton has always had a positive attitude. He’s

his sense of humor from his father. “He was a real punster,” he

always been fast with a joke, and he has a quick wit. In

remembered.

February, when COVID-19 was becoming an issue, George decided to use his gift of humor to bring some joy into his

A retired librarian, George and his wife, Ruth, live in Willow

fellow Residents’ lives — daily.

Valley Communities’ Spring Run community, having moved there in 2004. He admits that his wife doesn’t always enjoy his

George emails The Daily Lift every morning to close to 100

humor. “I guess it can get a little wearing,” he said with a wink.

Willow Valley Communities Residents and Team Members.

The Daily Lift is a joke, comic, pun, photo, saying, or sign that

However, George has been told that humor can be helpful

is sure to bring a chuckle — and, George hopes, a lift — to

during a challenging time like COVID-19, and he’s had many

whoever reads it. The Daily Lift started with just two friends of

people respond to his Daily Lift emails. They say his humor

his receiving it, and the list quickly grew.

truly does help them begin their day with, well, a lift.

There’s no topic that’s off-limits for The Daily Lift. “It just has

“Life really is a joy,” reflected George. “I’m so happy to be able

to be uplifting,” said George. He gets his subjects from many

to share that.”

different sources: magazines, newspapers, newsletters, even signs he sees while traveling. He’s been collecting material for years.

WillowValleyCommunities.org

If you would like to receive The Daily Lift, contact George Nettleton at george@nettletons.net.

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THE COVID-19 UPDATE: KEEPING RESIDENTS INFORMED In the early spring, as COVID-19 became more and more

backdrops and stage lighting had to be meticulously set.

prevalent in the national news, Residents were eager to learn

Through Willow Valley Communities’ teamwork, everything

about what was happening at Willow Valley Communities.

came together, and on Monday, April 20, 2020, at 4:00 pm, the

While a number of communication channels were already in

COVID-19 Update went live for the first time.

place to keep Residents informed, it was John Swanson, Chief Executive Officer of Willow Valley Living, who recognized the need for an additional platform to share more information in a clear and timely way. In order to provide regular information and updates about COVID-19, Willow Valley Communities

Brian Rutter, Chief Marketing Officer, Willow Valley Living, is anchor for the program and interviews guests. Pam Kinsey, Infection Prevention Manager at Willow Valley Communities, provides clinical updates about COVID-19. Many of the Team Members involved on a daily basis of the broadcast are

elected to produce a daily news broadcast that would air on the community’s in-house television system, WVTV, right into Residents’ homes.

part of the Resident Life and Wellness Team: Neil Hershey, Theater and Technical Systems Manager; Ryan Hardy, Theater and Audio Visual Technician; Krista Aston, Resident Life

“Once we decided to produce a daily broadcast to share and

and Clubhouse Manager; Theresa Strange, Resident Life

educate Residents about COVID-19, things happened very

Coordinator; and Cullen Feister, Marketing and Advertising

quickly,” said Stacy Musser, Senior Director of Resident Life

Coordinator. But there are many other Team Members who

and Wellness. “In just over a week we had our stage set up

contribute along the way, either to the content or by appearing

as a news studio and trained Team Members to support the

as guests on the show.

production.”

Brian said the main focus of the program is COVID-19

Stacy said even though Willow Valley Communities already had

and how the pandemic is being addressed at Willow Valley

most of the equipment needed, it still had to be reconfigured,

Communities. The broadcast is a way to announce updates to

and the Cultural Center Theater’s stage had to be converted

procedures on campus and also a place where Residents can

into a news studio. All of the cameras had to be moved onto

get their questions answered. Residents and family members

the stage, hundreds of feet of cable had to be run, and the

may submit their questions through a dedicated web page,

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Fall 2020

WillowValleyCommunities.org/Coronavirus, which also

The broadcast originally began as a daily show, but

provides information about how Willow Valley Communities is

subsequently transitioned to three days a week, then two days

addressing the COVID-19 pandemic.

a week, and currently airs one day a week, Thursday. (If it

Many factors go into deciding which guests will appear with Brian on the show. “We always think of our viewers first,” he said. “What would our Residents like to know? What do our Residents need to know? Who would be the best authority to give them that information? Those are the guests we bring onto the program.”

becomes necessary, the broadcast could again be aired more frequently.) The show is aired live at 4:00 pm and repeated later the same day at 5:45 pm and 10:00 pm on WVTV. The broadcast has also been added to the Life Lived Forward app so Residents can watch it even when they are not at home.

The link stays live until the day of the new broadcast, giving Residents the ability to watch it again.

Preparations for the show are always taking place, with stories and guests being lined up — sometimes up to the last minute — to keep things as timely as possible.

The program provides real value to Willow Valley Communities’ Residents, according to Brian. “I know that because of the number of Residents who have told me — via email, cards

Neil said that on a typical news broadcast day, it takes four

and notes, or in person — how frequently they tune in,” he

Team Members to run the technical aspects of the show. Krista

said. “I’m very pleased that we’ve been able to offer this timely

was first to operate the teleprompter, but when The Clubhouse

platform.”

reopened, Theresa took over that role. Cullen operates the video switcher, selecting what the audience sees among the various cameras and any media included in the show. Ryan operates the audio console, controlling the microphone levels, as well as the computer that runs all the media, like PowerPoint slides, videos, or graphics. Stacy oversees everything and provides direction.

WillowValleyCommunities.org

Stacy said, “I am proud to work with such an amazing team who will do whatever it takes to make things happen. They continue to prove this to me, time after time.” She added, “It’s been a lot of fun working with Pam and Brian and the guests. There is a great camaraderie among the team. While producing an informative program for our Residents, we find time to make each other laugh and have fun.”

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MEET PAM KINSEY Pam Kinsey, Willow Valley Communities’ Infection Prevention

When Pam is not on the TV broadcast, she has very full, busy

Manager, is one of the faces of the COVID-19 Update, along

days at Willow Valley Communities. She is also the mother

with Chief Marketing Officer Brian Rutter. Pam brings a clinical

of two teenage daughters who both work in Willow Valley

view of COVID-19 to our community during the show and

Communities’ Culinary Services Department. One daughter

educates us all on the latest news and data about the virus at

graduated from high school in 2020, and the other will graduate

Willow Valley Communities, Lancaster County, Pennsylvania,

in 2021. Pam herself is in graduate school, with plans to

and the United States.

graduate in 2021. The three are hoping to celebrate all their

Pam was born and raised in Lancaster County and has been a

graduations next year with a trip together.

registered nurse for 26 years. She says she was first exposed to

Pam is reflective when she thinks about the impact of

the science of medicine while she was working at a veterinary

COVID-19 on her daughters. “For both of my children, their

hospital. She went to nursing school fully intending to go to

senior year in high school will forever be marked by it. The

veterinary school, but Pam fell in love with nursing. “It truly

social isolation is the worst for teenagers, as it is for all of us.

brings together science and compassion. It is an honor to

Perhaps they will have a deeper appreciation for activities that

have the opportunity to support families at their most difficult

we once took for granted — like hugging a loved one. Perhaps

times.”

they will become leaders that help us to be better prepared for

Pam has spent her career working primarily in long-term care

potential dangers.”

in a variety of leadership roles. She has been with Willow

With COVID-19 placing Pam front and center in our daily

Valley Communities for over two years. “This has been an

lives, we wanted to get to know her a little better. She took a

excellent career for me,” she said. “I enjoy the challenges it has

few minutes out of her busy day to talk more about COVID-19

provided, though I could never have anticipated the COVID-19

and the response of Willow Valley Communities Residents and

experience!”

Team Members.

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Fall 2020

to provide everyone with the education required to protect

What is your role at Willow Valley Communities?

them and to make choices based on evidence-based practice.

As the Infection Prevention Manager, I develop, coordinate, oversee, and monitor the infection control program for Willow Valley Communities’ skilled care areas. This includes educating other departments and coordinating their unique roles in

The COVID-19 TV broadcast has provided a platform for us to learn together and to unite in our fight against the virus. Many residents have expressed gratitude for it. Brian does a fabulous job of anchoring the show, leading guests to share useful

infection prevention.

information and bringing topics of importance to the Residents.

Though my primary focus this year has become response and risk mitigation of COVID-19, the most important work has been done by our Residents and Team Members. They have been vigilant. Together we have followed the prevention measures, we have made good risk-mitigation choices, and we have

The broadcast team is fabulous. Neil, Cullen, Ryan, Theresa, Krista, Stacy — who are mostly behind the scenes — they are the foundation that brings the show to our Residents. My part has been the education, and I love the opportunity, but wish we didn’t have to go through the experience. I enjoy public

remained focused on the goal of protecting each other. This virus is our invisible enemy, which makes asymptomatic spread

speaking, but never expected this!

nearly impossible to eliminate. Our team remains committed.

Willow Valley Communities’ leadership and our Team Members

Both Residents and Team Members deserve recognition

are a fantastic group, and I am thankful to be part of the team. I

for their part in our battle against this virus. Willow Valley

am also thankful for our Willow Valley Communities Residents

Communities has a great team — at every level.

and their wisdom to remain committed to protecting each other.

I look forward to the day when we can find our “new normal,”

So you are quite pleased with how Willow Valley Communities’ Residents and Team Members have complied with your recommendations?

return to socializing freely, and return to living our lives forward without the constant reminder of COVID-19.

One of my favorite quotes from Maya Angelou describes this

Willow Valley Communities’ Residents and Team Members

pandemic experience perfectly: “Do the best you can until you

have stepped up and have taken on the challenge of this pandemic with grace and commitment. Residents and Team Members are wise and understand that prevention of this illness

know better. Then when you know better, do better.” That is exactly what we are doing with our prevention efforts.

is within their control. They understand the importance of their actions and how they might impact our entire community. We fight together, and we will get through this together.

What were the first things you did as the virus was ramping up?

I researched exactly what was happening around the world. I investigated Willow Valley Communities’ personal protective equipment and recommended ordering more in anticipation of our need.

Did you think it would get to the point that it did?

Initially, we all wanted to believe this would not evolve into the challenge that it did, and we remained hopeful. We could not have imagined how our lives would change.

What else would you like the readers of Willow to know?

I truly appreciate the Resident support during this challenge.

We need to respect the COVID-19 virus, but we should replace our fear with a focus on good prevention measures. I have tried

WillowValleyCommunities.org

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VIDEOS WE LOVE Willow Valley Communities offers an amenity-rich lifestyle to

• The impressive 80,000-square-foot Cultural Center with

active seniors. Typically, those considering moving to Willow

500-seat Performing Arts Theater, Art Gallery, Fitness and

Valley Communities will visit several times, touring the campus

Aquatic Centers, and Day Spa.

and meeting with Sales Counselors. They would also have

• The stunning 30,000-square-foot Clubhouse, a hub of

the opportunity to see select floor plans, as Willow Valley Communities has over 100 of them, ranging from cozy studio apartments to large, two-story townhomes. They would also be able to see our many award-winning amenities, dine in one of 12 culinary venues, meet other Residents, and even spend the night to get a true feeling of life at Willow Valley Communities.

However, during the COVID-19 pandemic, Willow Valley

tennis courts, vintage arcade, bowling alley, golf simulator, and gourmet restaurant.

• The VUE, a fabulous rooftop lounge on the Manor Campus offering sweeping views of our community, the surrounding area, and downtown Lancaster.

• The North community, including beautiful views of

Communities ceased on-campus tours for a period, which meant that prospective Residents were not able to come see us.

Willow Valley Communities Virtual Visits

the courtyard, Overlook Café, Woodshop, and model apartments.

• The Welcome Center and Design Studio offering

Willow Valley Communities decided that if prospective

complimentary interior design services to customize any

Residents could not visit the campus to tour in person, we would bring Willow Valley Communities online for “visitors” to experience in their homes.

Virtual Discovery Tours are the perfect introduction to learn all about our unique Life Lived Forward philosophy. They are a lively forum that includes tours of various residence styles and some of Willow Valley Communities’ magnificent, awardwinning amenities and common spaces such as:

intergenerational engagement with its outdoor pool, Har-Tru

residence style to make it your own.

• Willow Valley Communities’ newest construction project, SouthPointe at Lakes, featuring villa homes and deluxe apartments.

The tours also include information about Willow Valley Communities’ “Type A” Lifecare contract, which promises financial predictability by providing long-term care, if needed in the future, without an increase to Residents’ monthly service fee.

Willow Valley Communities' Virtual Discovery Tour includes a question and answer session.

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Fall 2020

Cooking Demonstrations Residents and visitors can try their hand at a new Willow Valley Communities recipe by following along with our Featured Chefs series. From Our Kitchen to Yours: A Taste of Willow Valley Communities is a series of educational and entertaining cooking videos featuring recipes from Willow Valley Communities’ professional chefs. With a total of nine different chefs, each having his or her own unique background, expertise, and style, there are plenty of new recipes to try.

Fitness and Spa Treatments Residents and others can also keep their fitness levels up by participating in one of the many Staying Fit with Willow Valley Communities recorded workouts on our website. Or, if you prefer a live workout session, join in for our 10:00 am Facebook Live exercise class. There’s a different workout every weekday

Kelsey Murray, Marketing Events Specialist

morning featuring a member of the Fitness Team. Just “Like” Willow Valley Communities’ Facebook page to receive the live

Virtual Discovery Tours also provide more information by

stream.

discussing top FAQs. Virtual Discovery Tours are scheduled regularly — just register at WillowValleyCommunities.org/ DiscoveryTour. The next virtual tour is Wednesday, November 18, 2020, at 1:00 pm EST.

Or if a little bit of pampering is more your speed, view the video from Willow Valley Communities’ Day Spa where several soothing treatments are demonstrated using items that can be found in the kitchen.

Available at any time is a Virtual Open House Tour of Willow Valley Communities. Visitors can simply download a link to explore the Cultural Center, Clubhouse, and Design Studio at their convenience from the comfort of their own home.

There are many, many other videos that Willow Valley Communities has produced to keep Residents — and our future Residents — connected. Visit our website, WillowValleyCommunities.org, and click on the Stay Engaged

Willow Valley Communities also produced state-of-the-art

box to experience our Life Lived Forward lifestyle. Then sit

Virtual Residence Tours of select individual apartments.

back, relax, and explore.

These tours enable prospective Residents to explore every nook and cranny of a Willow Valley Communities residence online.

Both the Virtual Open House Tour and Virtual Residence Tours are available on Willow Valley Communities’ website without preregistration.

Entertainment

Willow Valley Communities welcomes your in-person visit. Our friendly sales counselors are delighted to host your visit, by appointment only at this time. Call us today at 866.642.7330.

Residents of Willow Valley Communities are able to enjoy an almost endless variety of performances, classes, presentations, lectures, seminars, and more, typically held in the 500-seat Performing Arts Theater at the Cultural Center. They are described in the full-color, 80-page Renaissance magazine published three times a year. However, during COVID-19, Willow Valley Communities brought all of this award-winning programming directly to our Residents and others online.

Educational classes, art and music performances, workout videos, as well as a wide variety of presentations, can be viewed online through just the click of a mouse.

WillowValleyCommunities.org

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WILLOW VALLEY COMMUNITIES ROBUST ON FUTURE CONSTRUCTION:

SOUTHPOINTE AT LAKES

COVID-19 has certainly changed our way of life. The

during SouthPointe Resident holiday socials and during a

pandemic has forced people to drastically alter plans as

celebratory construction groundbreaking champagne toast

business closures, quarantines, masks, and social distancing

before COVID-19. Now that they are moving in, the new

have become our new norms. But work on Willow Valley

Residents are forming a new, warm neighborhood community

Communities’ newest construction project, SouthPointe

— all while following safe protocols.

at Lakes, has continued throughout 2020 and is right on schedule — much to the delight of its newest Residents who have started moving in.

The next new construction project, SouthPointe Village, will consist of five three-story buildings of eight apartments per floor. These 120 luxury residences will be specially designed

SouthPointe at Lakes, located at the southernmost end of

and appointed with a variety of distinctive high-end finishes

Willow Valley Communities’ beautiful Lakes Campus, features

and smart floor designs. Residents will be able to choose a floor

88 modern yet classic villas. Coming soon to the community is

plan with either two bedrooms and two and a half baths, or

SouthPointe Village, 120 newly constructed deluxe apartment

two bedrooms, two and a half baths, and a study. The newly

homes. Construction for SouthPointe Village is anticipated to

constructed apartment homes will also feature easy, accessible

begin soon after the first of the year.

underground parking, protected from the elements.

The villas and apartments at SouthPointe at Lakes will be

SouthPointe at Lakes Residents will enjoy all the benefits of

Willow Valley Communities’ last construction projects on its

the maintenance-free, care-free luxury lifestyle that Willow

210-acre campus in Lancaster County. The new SouthPointe

Valley Communities is known for. Many who are interested

at Lakes community was intentionally designed to be

in Willow Valley Communities are taking advantage of the

architecturally distinctive, yet aesthetically cohesive with the

opportunity right now to be among the first to make their

rest of Willow Valley Communities.

selection on a new SouthPointe Village luxury apartment by adding their names to the wait list. We welcome all of Willow

Sales of the 88 SouthPointe villas began in April of 2019 and sold out within six months. The first new Residents of SouthPointe at Lakes moved into their villas in early August.

Valley Communities’ new — and future — Residents of SouthPointe at Lakes.

These new Residents from across the country met each other

SouthPointe Village, the next new construction project at Willow Valley Communities, is coming soon.

WillowValleyCommunities.org

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GOOD NEWS : UPLIFTING STORIES FROM WILLOW VALLEY COMMUNITIES

MARIAN GERHART NAMED VOLUNTEER OF THE YEAR BY L EADING A GE PA Willow Valley Communities is honored to announce that

received some gifts from LeadingAge PA, and Willow Valley

Marian Gerhart, Manor Resident, has been chosen Volunteer

Communities received a financial donation on Marian’s behalf.

of the Year by LeadingAge PA. LeadingAge PA is a professional

Marian was recognized during the annual LeadingAge PA

senior living organization of which Willow Valley Communities

Conference via Zoom.

is an active member. Marian was recognized for her 30-plus

“This is a remarkable achievement,” said Danielle. “Willow

years of service, starting and then maintaining the Manor

Valley Communities’ libraries are so important — always and

Library. She works there every day.

especially now during COVID-19. Willow Valley Communities

Senior Director of the Manor Campus, Danielle Geyer,

would not be what it is without our volunteers.”

presented Marian with the special award certificate from LeadingAge PA while some close friends looked on. She also

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Congratulations, Marian!

WILLOW

Fall 2020

OPERATIONS SERVICE CENTER OPENS ON MILLWOOD ROAD In May, Willow Valley Communities’ Grounds, Transportation, and Laundry Teams got some much needed extra space. They relocated to the new Operations Service Center on Millwood Road located about a mile from Willow Valley Communities.

The single-story 29,940-square-foot building is on 5.3 acres and will house Willow Valley Communities’ Transportation, Grounds, and Laundry departments. Included in the facility is 7,000 square feet of warehouse space.

Jim Tracy, Senior Director, Property Management and Services, explained how the Grounds and Transportation teams really needed the extra space. They are joined by Willow Valley Communities’ new Laundry Team, which will add cost savings as well as efficiency to operations at Willow Valley Communities. Team Members had to coordinate the move of all the equipment from the Property Management Services building (near the Welcome Center on the Lakes Campus) during COVID-19, but Jim said everyone did a great job and everything came together seamlessly.

WillowValleyCommunities.org

Millwood Operations Service Center Laundry Associates

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CONNECTION COTTAGES: HELPING RESIDENTS STAY CONNECTED To comply with Department of Health requirements that

them from the Connection Cottage. Technology devices are

call for no, or extremely restricted, visitation in skilled care

used for audio during the conversation. Visits are scheduled for

environments, Willow Valley Communities constructed

30 minutes, and the room and the Cottage are sanitized after

Connection Cottages.

each visit. Connection Cottages are climate controlled, safe,

Connection Cottages are semi-permanent structures located

and comfortable.

at The Glen, Lakeside, and Meadow Ridge. Each Cottage is

Sandy Wilson, Manager of Volunteer Services, arranges all the

situated adjacent to a window of an unoccupied first-floor

visits for Residents at The Glen. She said the visits are all very

Resident room, creating a place for a safe, no-contact visit

powerful and impactful. “When you haven’t seen your spouse

for skilled care Residents. Residents are assisted by Team

for weeks and months, it’s an emotional moment for both. There

Members in the room, while their visitors communicate with

are so many tears. It’s such an amazing thing.”

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WILLOW

Fall 2020

WILLOW VALLEY COMMUNITIES RECEIVES “A” RATING Willow Valley Communities has again this year received the

In supporting its rating, Fitch cited Willow Valley Communities’

coveted “A” rating with a Stable Rating Outlook from Fitch

unique national market draw, with current Residents coming

Ratings, a leading provider of credit ratings, commentary, and

from 37 different states: “Fitch believes Willow Valley

research. Fitch Ratings, based in New York City and London,

Communities’ ability to draw Residents from a geographically

is the predominant debt rating agency in the senior living

broad area insulates it from potential stress in the local

sector. The “A” rating communicates overall financial health to

economy or housing market. Pennsylvania and Lancaster

the Residents who live at Willow Valley Communities, as well

County are competitive markets. However, Fitch believes

as to prospective Residents, as they assess the organization’s

Willow Valley Communities’ pricing and ‘Type A’ Lifecare

strength.

contract (most other Lancaster County Life Plan Communities offer a ‘Type C’ contract) keep Willow Valley Communities

Fitch reported that the “A” rating reflects Willow Valley Communities’ solid financial profile, which is characterized by steady revenue growth and good operating ratios for a Lifecare community. Lifecare provides personal care, nursing care, or memory support, should it be needed, with no change to a

competitive in its local service area as well. Residents from out of the area are drawn to Willow Valley Communities for the level of amenities it offers relative to its modest independent living pricing.”

Resident’s monthly service fee because of the increased level of

Fitch also stated that despite the coronavirus, “Revenues have

care.

remained largely intact and the overall financial performance has remained steady.”

Revenues have remained largely intact and the overall financial performance has remained steady.

Fitch Ratings

WillowValleyCommunities.org

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600 Willow Valley Square Lancaster, PA 17602

The Willow Valley Way For 35 years, Willow Valley Communities has been dedicated

later, with no change to your monthly service fee due to the

to helping people pursue exceptional lives. Our mission is

increased level of care.

simple: to inspire each person to embrace the possibilities of a Life Lived Forward. We are committed to innovative programming, operational excellence, and prudent financial practices.

And we are grateful to have been affirmed for our efforts.

In addition to the many awards and recognitions we receive every year from various organizations, we consistently receive an “A� rating from Fitch Ratings, affirming our proven

Our communities provide the security of Lifecare, which

financial stability. Our most important recognition, though,

includes short- and long-term care, should you need it

comes from the people who live here.

866.642.7330 | www.WillowValleyCommunities.org | www.LifeLivedForward.org | info@willowvalley.org