King David Center’s Head Concierge Fills Key Role During Crisis

Important as Kellyann Byrne’s role might be as Director of Concierge Services at Brooklyn’s King David Center for Nursing and Rehabilitation, she became something more when the coronavirus pandemic began.

With the facility on lockdown, she wore many hats, filled many roles.

“I just feel that I am their visitor,” she said of the 206 residents. “I'm their daughter or their son. I’m their sister or brother. Whoever they're closest to, I'm that person for them.”

She became a go-between for the residents and their loved ones, who were barred from the facility (one of six in The Allure Group’s New York-based network) by government-imposed visitation restrictions. She fielded phone calls, fulfilled requests, and offered emotional support.

“I lead with my heart,” said Byrne, who has held her position since October 2017.

There were days, she said, when she was receiving 50 or 60 calls from family members. There were times they relayed packages to their loved ones through her. Times when she checked in with residents following their transfers to hospitals. And most of all, times when she ensured that the lines of communication remained open between residents and family members.

“Those are always important things for the residents’ families to hear, that everybody still loves each other through this,” she said. “I know it's hard for us not to have seen our friends and family. And it's even harder when that's the highlight of your day, all day.”

Byrne also made certain to be there for families who lost loved ones.

“One of the most difficult points through this was, I received a call from a daughter, and she said, ‘The last time I saw my father alive was with you (via FaceTime),’” she said. “And you can't help but get emotional when you hear those things. But it also is heartwarming to know that I was that person for them. I try to be there as if it was my family. They're my family, too.”

Over time the visitation restrictions have eased to some degree. First visits at the building’s front door were allowed and on Sept. 21st, after the King David Center was COVID-free for two weeks, loved ones were free to sit with residents in the facility’s beautiful outdoor garden, provided there was no physical contact between parties. Byrne works closely with Gino Wei, the Longevity Garden concierge, to arrange the latter get-togethers.

In those tasks, as well as her everyday responsibilities, Byrne is assisted by Chana Lesches. They help ease the transition of new arrivals to King David Center, and help them celebrate their discharge courtesy of The Allure Group’s “Blue Carpet Farewells.” A blue carpet is literally rolled out in the building’s lobby, and staff and residents gather to wish the patient well as they leave.

In addition, she tours the facility each morning to catch up with residents, and each afternoon brings a cart around to offer coffee, tea and a kind word or two.

“I like to say, ‘You get five minutes of Kellyann time,’ she said with a laugh. “If you had your five minutes of Kellyann time, now so will your neighbors.”

Lately, her time has become that much more precious, that much more meaningful, as she expands her role and continues to lead with her heart.