Our 5 Mission Spheres

Housing

We provide housing that supports safety, comfort, purpose, and connection – creating communities where older adults can age in place with autonomy and belonging.

Community Services

We help older adults stay independent and engaged by meeting daily needs and strengthening social connections for better health and resilience.

Philanthropy

We expand access and reduce inequities by funding stronger caregiver training,
better resident experiences, and more resilient and affordable communities.

Partnerships

We collaborate with mission‑aligned partners to expand resources, improve services, and deliver innovations that enhance quality of life for older adults.

Technology

We make care more personalized, accessible, and efficient through technology that supports safety, independence, and better caregiving.

Integrity

Teamwork

• We work together and support each other.
• We value each team member’s contribution.
• We lead by example to serve our residents and clients.

Respect

• We honor and accept the value of each person.
• We recognize and appreciate the diversity of our team, our residents, and our clients.

Grace

• We show kindness, empathy, and compassion to all.
• We celebrate and accept differences in each other.
• We care for our team and those we serve.

Fun

• We have fun.
• We bring joy to our work, our team, our residents, and our clients.
• We know a positive attitude contributes to excellence.

Innovation

• We identify opportunities to improve each day.
• We share ideas to improve how we operate.
• We work together to create new solutions.

Accountability

• We take responsibility for our actions.
• We let our supervisor know if we make a mistake, so it can be fixed quickly.
• We maintain high standards.

Culture of Excellence in Action

Excellence isn’t just what we strive for. It’s who we are. Every day, we bring our mission to life by serving with heart, leading with integrity, and creating safe, thriving communities and spaces. Together, we set the bar high and rise to it with a positive, can-do spirit. These actions define us and inspire us to deliver our very best for residents, clients, and each other.

Excellent Service

We Make an Excellent Impression:

• We treat everyone with kindness, compassion, and respect – always.
• We are fully present: we greet those around us and give our full attention to the person in front of us.
• We communicate with professionalism and warmth in every interaction.
• We follow grooming and attire standards to reflect excellence.
• We limit personal electronics to breaks and keep mobile use minimal around others.
• We keep conversations professional and at an appropriate volume.

We Work with an Owner Mindset:

• We take responsibility for great results and make empowered decisions.
• We demonstrate our values with passion and purpose in all we do.
• We commit to the success of our mission, our team, and those we serve.

We Provide an Excellent Experience:

• We offer solutions to questions or concerns – never leave someone without an answer.
• We ask, “Is there anything else I can do for you?” before ending every conversation.
• We escort clients and residents when giving directions or find someone who can.
• We own questions or concerns by using H.E.A.R. (Hear, Empathize, Apologize, Resolve).

Excellent Leadership

We Lead by Example:

• We are all leaders. We do what’s right and serve each other.
• We are curious and nimble.
• We respect cultural differences and embrace diversity, equity, and inclusion.
• We support team members and assume best intentions.
• We speak up for improvement opportunities.
• We contribute to a positive, healthy work environment—especially under stress.
• We hold ourselves and others accountable.
• We ensure the best idea wins—not rank.
• When a decision is made, we commit to it and move forward.
• We resolve conflict quickly and professionally.
• We welcome new team members with warmth and inclusion.

We Achieve Results:

• We accept responsibility for actions and outcomes.
• We do our best and we have a can-do attitude.
• We do our jobs accurately and thoroughly, and fully perform the responsibilities within our job description.
• We deliver high-quality results for maximum impact.
• We move with purpose and take action without procrastination.
• We anticipate needs and consider multiple unexpected outcomes.
• We practice frugality and we minimize expenses. We’re not wasteful.
• We strive for financial sustainability – with no margin, there is no mission. Each affiliate must be financially strong to meet mission impact.
• We continuously improve skills and make daily progress.
• We manage meetings efficiently to maximize time serving residents and clients.
• We keep things simple and focused.

We Provide Great Communication:

• We recognize jobs well done and express gratitude.
• We are transparent and welcome open discussion – even in disagreement.
• We address disagreements directly with those involved.
• We honor confidentiality and use judgment when documenting or sharing information.
• We do not gossip – ever.
• We speak in a professional tone and only raise our voices for safety.
• We communicate concisely using 5Ws and 1H (Why, What, Who, When, Where, How).
• We respond to messages (email, text, voicemail) within 24 hours whenever possible.

Excellent Safety & Compliance

We Promote Excellent Safety:

• We report and address unsafe conditions or actions immediately to protect everyone.
• We stay current on safety equipment and assist residents and clients in its proper use.
• We remind others of safety procedures and actively participate in drills and trainings.
• We follow all guidelines for work computer systems, and devices to maintain security as well as safety drills and trainings.

We Create a Safe Environment for Everyone:

• We stay aware of our surroundings at all times.
• We keep work areas neat, clean, and professional.
• We pick up and dispose of trash promptly.
• We report broken furniture, fixtures, or equipment without delay

We Ensure Compliance:

• We protect confidentiality – never share resident, client, business, or team member information without approval.
• We know and follow compliance and legal requirements for our role.
• We report suspected violence, elder abuse, neglect, harassment, bullying, theft, or fraud immediately.
• We report suspicious activities or items without delay.
• We use the Compliance Hotline (1-800-275-9575), transformingage.org, or the QR code for concerns we’re uncomfortable reporting to management.