Closer bonds, friendships are the silver linings of these unique times
Just before most states issued stay-at-home orders and lockdowns began, Acts Retirement-Life Communities launched a massive Concierge Program across all its communities. Since the beginning of the pandemic, Acts has offered grocery and medication deliveries, food takeout and daily phone calls to every resident at all Acts communities.
“I would call a group of residents every day doing whatever they need,” said Kara Riley, an administrative assistant at Azalea Trace in Pensacola, Florida, who is among dozens of employees participating in the Concierge program.
“This was really big for me,” said Judy Melchiorre, a resident at Indian River Estates in Vero Beach, Florida. “I’m on a special diet, dairy and gluten-free.”
Concierge program volunteer Deborah Chastian helped Judy set up a delivery service for Judy’s dietary needs.
“Debbie’s call was comforting,” Judy said. “She even gave me her home phone number.”
Above the Call of Duty
Beyond their typical job duties, employee volunteers spent hours on the phone with residents to offer reassurance they will be cared for during this time of national uncertainty. Some staff members even called on their days off work.
“Acts took care of our grocery list, even helped me make a bank deposit,” said Dale Miley, a resident of Westminster Village in Spanish Fort, Alabama. “I’m very impressed, they did an excellent job. It really helped us get through the hard times.”
“I like a special brand of creamer for my coffee that I can only find at Dollar General,” said Dale’s wife, Mary. “Chris, our concierge, showed up at our door grinning from ear to ear, holding it up for me. He was so delighted he could please us, and of course my eyes lit up!”
Building New Friendships
In the midst of running errands, creative problem-solving and the challenges of COVID-19, residents and staff formed special bonds under unprecedented circumstances.
“I’ve worked at Acts for 20 years,” said Kara. “In the past few months, I’ve grown even closer and connected more with a great group of residents.”
Kara started leaving her residents treats, or what she called “prizes,” outside their doors on Fridays. She dropped off goodie bags of hand sanitizer, toilet paper bunnies (around Easter) and hand soap and personalized face masks monogrammed with her vinyl machine. She received countless thank you cards for her thoughtfulness.
Check-ins Offer More Than Comfort
An overwhelming number of residents who praised the new Concierge Program also credited daily conversations as essential to lifting their spirits, boosting camaraderie and comforting single residents who live alone. Whether overcoming challenges together or just giving them someone to talk to, residents were grateful to hear a friendly, caring voice on the other end of the phone.
“We felt so supported. It was a very positive experience. We are so happy knowing we are secure here and will have what we need,” said Linda Millener, a resident who has lived at Heron Point of Chestertown in Maryland for six years.
“Our concierge even went to our library and picked up books for us,” Linda added. “Just so thoughtful.”
“I got to know our residents and enjoyed our conversations. It felt good to be there, knowing someone is thinking of them.” said Miriam Brohammer, move-in coordinator at Edgewater at Boca Pointe in Boca Raton, Florida. “I thought to myself, if they were my parents, I’d want someone to call to check up on them.”
Loving-Kindness in Everything
“Everyone is doing 200 percent or more and with a smile on their face,” said Ed Uher, a resident of Magnolia Trace in Huntsville, Alabama. “Our Sunday brunch was delivered to us in the pouring rain by our community chaplain, he was soaked to the bone going from cottage to cottage.”
“The staff is absolutely gracious, going way above what you’d expect,” said Ed, who has lived with his wife, Anne, at an Acts community for nearly 12 years. “We are really blessed to live here.”
Ed and Anne celebrated their 65th anniversary during the pandemic. Employees surprised them with flowers, delivered to their doorstep.
“I had the opportunity to help two resident with veterinarian needs, making unconventional arrangements,” said Alexis Stubbolo, a business services specialist at Granite Farms Estates in Media, Pennsylvania. “Being able to facilitate their needs was a great way to show Acts’ Loving-Kindness.”
Choosing to Stay
One of the most common feedback from residents is how safe they felt. “Residents have told me they felt very protected, well cared for and attended to,” said Kathy Sanderson-St. Rosia, a senior life care consultant at Heron Point. “Some single residents have said if they lived at home alone, with the lockdown, having to rely on neighbors to pick up groceries and medicine.”
“Many residents in Chestertown also have waterfront residence, they could have stayed there,” Kathy said, describing the residents who had second homes and choice to stay at Heron Point instead during the earlier days of stay-at-home orders. “They chose Heron Point because they knew they were more protected, better cared for. We’ve been commended for our safety measures.” 
