Residents and Staff Members Work Together at Highland Springs

At Highland Springs, an Erickson Senior Living community in North Dallas, Tex., residents have a true say in what happens on campus, thanks to the efforts of the Resident Advisory Council (RAC).

The RAC works closely with community leaders to not only provide feedback from neighbors but also to collaborate on matters large and small. From sharing compliments on the General Services team's great work to weighing in on renovation plans, this open communication ensures that services and amenities reflect the needs of those who call Highland Springs home.

Among these leaders is Jennifer Fox, who was recently promoted to executive director! Serving as the community's associate executive director for three years, she is well-suited for the role. Matt Neville, Highland Springs' former executive director, will be continuing his career with the company at another Erickson Senior Living community in Florida. To ensure a seamless transition, both Fox and Neville are maintaining open lines of communication with the RAC.

To learn more about how this collaboration strengthens the community and supports residents, the Tribune sat down with Fox, Neville, and Richard DeSoto, the RAC chair.

Tribune: What role does the RAC have in shaping community life?

Richard: Residents trust the council and administration, which is so important! They know that they can come to us with whatever is on their mind. We listen and take their concerns to the administration. RAC members now have name badges that identify them as members, so residents know they can approach us anytime.

Fox: I agree--trust is absolutely necessary. We work with the RAC to make decisions for new initiatives and projects, as their insights shed light on what would make the resident experience better.

Neville: Listening to each other and keeping each other informed builds that trust.

Tribune: How often does the RAC meet with leaders to discuss residents' ideas?

Richard: The RAC meets on a monthly basis. Sometimes, it's just council members. Other times, directors from departments [like Dining Services, Resident Life, and General Services] will come in and talk about their initiatives.

In addition, I meet with Jennifer and Matt every week. This has allowed me to get to know them both very well. Throughout the week, I gather information from residents and the council. We sit down and go over them, and then Jennifer and Matt share community updates. It's always a very productive meeting. I keep a running list of projects that are being worked on in the community that are of importance to all residents.

Tribune: Does the leadership team solicit feedback from residents in any other ways?

Richard: The RAC provides an update at every monthly communitywide Town Hall meeting. Residents are allowed to ask questions, request clarification, and share their thoughts then.

Neville: Yes, there are plenty of other opportunities for residents to share feedback. In addition to our Town Halls, restaurant comment cards and the annual resident satisfaction survey capture a lot of suggestions.

Fox: One of our most successful initiatives is the quarterly Highland Springs Speaks meetings across our neighborhoods, where residents can come and talk with administrators face-to-face. Those are invaluable to us!

Tribune: Can you share some positive changes that came directly from resident input?

Richard: Of course. We started a frozen pipe mitigation initiative, and an initiative to help visually impaired residents navigate the community is also underway.

Neville: Residents have also weighed in on the design plans for our new residence buildings and restaurant renovations. These projects bring significant changes to the community, so we want residents to know that we are listening and that we take their feedback seriously.

Tribune: What is the best part of working together?

Fox: Our interactions help us create the best experience we can for residents.

Neville: I can't emphasize enough what a joy it has been working so closely with residents, especially Richard. As he says, we're all shooting for the same goal--making Highland Springs the best place to live.

Richard: That's right. Matt and Jennifer have been gems to work with. They are very supportive and keep all our comments in mind. Matt has been a real asset to this community. Jennifer, our new executive director, is terrific! She prioritizes the same accessibility, transparency, and open communication--all of which makes our lives better.

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By Susan Ingram