Administrator's Voicemail is Full?

I can't leave a voice message.

The care industry can be tough, and assisted living investors, owners, and operators hate operational problems. Particularly when those operational problems create problems with the delivery of care, problems with families, or regulatory issues. One early indicator of operational issues is quite easy to spot - the assisted living administrator’s voicemail is full.

Assisted living residences are designed to provide seniors with a safe and comfortable environment in which they can receive the support they need. Families trust these facilities to take care of their loved ones and ensure their well-being. If the administrator's voicemail is full, all the good care being provided may quickly become in doubt. If investors, owners, or operators run into this situation - take immediate action to investigate and resolve the situation before a situation arises.

First and foremost, an administrator's voicemail being full might indicate that they are not effectively managing their responsibilities. As the leader of the assisted living facility, the administrator has a critical role in ensuring that all operations run smoothly. This includes overseeing staff, managing finances, and addressing any concerns that arise. If the administrator is unable to keep their voicemail clear and respond to messages promptly, it raises questions about their ability to manage the facility effectively.

A full voicemail might suggest that the administrator is temporarily overwhelmed with operational issues, or personal life issues. (Note: Administrator’s do have personal lives outside of the senior care industry.) The operational issues may include staffing issues such as staff performance issues or shortages. Administrators are asked to carry significant responsibility, and are sometimes slow to call for help. Owners need to take action to ensure that that the administrator has the resources and support they need to manage the facility and their workload. If their voicemail is continuously full, it may indicate that they are struggling to keep up with the demands of their role.

A full voicemail can make it difficult for families to communicate with the administrator. When a loved one is living in an assisted living facility, families want to stay informed and involved in their care. They may have questions, concerns, or updates that they need to share with the administrator. The inability of families to quickly and easily contact the administrator can lead to frustration, anxiety, and a sense of disconnection from their loved one's care. Poor communication with the families of residents can also lead to complaints to the regulators.

A full voicemail might also point to a systems and processes issue with communication within the facility. If the administrator's voicemail is full, it may suggest that there is a lack of clear communication protocols or that staff members are not effectively relaying messages to the administrator. This can lead to miscommunication, misunderstandings, and even errors in the care being provided.

What Can be Done?

Firstly, all roads lead to the administrator. So, they need to prioritize keeping their communication channels open and freely flowing. They also need to understand that owners support them and that the administrator can call for resources when needed, including technology resources.

Assisted living administrators and facilities can buy a lot of good will with families with frequent, meaningful, and predictable communications. Regular check-ins, newsletters, or family meetings, and ensuring that families feel informed and involved in their loved one's care. If there is otherwise a great deal of communication, there may be some patience from family members if confronted with an atypical communication barrier.

Regardless of the reason for a full voicemail, if an investor, owner, or operator runs into this situation, they should take immediate action to investigate and resolve the situation long before there are issues in the delivery of care, or problems with families or regulators.

The information herein is intended to be educational and an introduction to the subject matter presented. Despite any statutory or regulatory references cited in the article above, it is NOT specific legal advice to be relied upon for specific individual circumstances. Contact your own legal professional or reach out to our firm if you would like specific advice on this topic.

Look for additional blog posts on topics of interest to Assisted Living and Behavioral Health operators.  We welcome topic suggestions!  Write to brian@pinkowskilaw.com if you are curious to learn more about a certain topic impacting assisted living or other group housing concerns.