Interview with Arbourside Court management, Tania Miller

What I love about my job is that I feel fulfilled as far as a career and job. There's intrinsic value in working with our residents. The wisdom that you gain and the life lessons that you learn are invaluable.

I enjoy the staff. There’s a lot of staff who have been at Arbourside Court, some of them for 17 years, so I enjoy the history and the stories and the knowledge that they bring.

I enjoy the atmosphere of Arbourside. It’s unique in that it is not a big corporation, so it really has a feel of you can be yourself and be relaxed, and that can be celebrated. So it makes coming to work nice, even in the hardest challenging business times. You don’t have a stiff business model, which really makes it a nice place to work and to live.

I came across Arbourside Court quite by accident when I was doing marketing for pharmaceuticals and for pharmacy in particular. I had created a campaign of doing retail pop-up shops in senior facilities, more so for the pharmacy companies to increase their visibility in the senior sector.

Arbourside Court was the very first place that I did a pop-up shop, which was just retail, kind of fun, and a bit of market research on our end. I ended up quitting the pharmaceutical and pharmacy business because I loved it so much, and because I wanted to be authentic.

I saw opportunity in a genuine good way in this business. I ended up creating my own senior retail service company traveling from facility to facility doing little retail pop-up shops all by myself. So that became Tanya’s Pop-Up Shops.

Arbourside, just through someone that knew someone, became my very first pop-up.

When I first walked into Arbourside Court, I knew it was different from any other facility I had been to. I can’t put it in words. If I could think of a formula to bottle it, I would, but there’s just something about this place that is comfortable. It feels like home.

I kind of knew when I came in here on a completely different business level that I would be involved with this building moving forward. I helped out with all different kinds of business needs here, and then the opportunity to interview for the general manager came up. It was timing, and I was trained for it, and it worked out wonderfully, and I’m thrilled to be here.

It’s a complex role managing a residence like this. You’ve got financial components, human capital components, staffing components, and collective agreement components. You have to be able to pivot, and you have to have a toolbox with a wide breadth of skills.

What has surprised me and continues to surprise me daily is the element of the unknown, surprise, and constant pivot in the industry. I can do 30 different things in a day. I like it because when I go home, I’m tired, but in a good way.

I’m not getting bored in any sense of the matter. There’s always something to address, improve, celebrate. Truly, you can never predict what’s going to happen in a day at Arbourside Court.  It’s mostly positive, great things and good lessons. And then sometimes just plain old business management. But there’s definitely an element of constant pivoting. And you have to be someone that can do that.

One thing that differentiates Arbourside Court is affordability: definitely, when you see our price points, you’re going to see the affordability factor is there. Arbourside is based on a nonprofit business model, founded in the 1970s.

We're a nonprofit, but you still have all the beautiful amenities with services, and it's something affordable. The mission of our founder, Norman Jones, was to really create environments that serve seniors with affordable housing with quality amenities.

He created a rich lifestyle that is attainable. He has done that very well. Again, with the business model being different than some corporate ones. Not that there is anything wrong with business. We all have different unique points that make us special.

If you just come into Arbourside Court and spend time, we don’t do aggressive sales in any way. We kind of just let the potential renter or person moving into the residence, everything’s done on your own. Come on in, have lunch, and talk to a few residents. Take a look around.

We’ve got beautiful show suites. The building is maintained beautifully. The cleaning staff has been here for years, long before I was ever here. The history and culture of the building is ingrained in this longtime staff.

We’re close to everything. So as a senior, if you’re mobile and you’re walking, we’ve got everything you need around here. Anything that you can’t get to, we’re evolving and changing and trying to be relevant with starting to embrace new ways of technology.

We’ve also received many accolades and awards. Most recently, just this week, The Surrey Now-Leader readers have voted us as a bronze winner, so a top three retirement residences in Surrey. 

If we’ve got a median age group, let’s say from 78 to mid-80s, chances are a lot of them aren’t walking around with iPhones. So in January, we are starting our seniors' technology workshop. This includes basic computer things: Googling, emails, and we’re really excited about that. We’ve got a little computer lounge in our library, so myself and the activity coordinator, Nikki, will be doing workshops, just basic computer language, and for all levels. We’ve got some people that are really savvy. 

With the way things are right now, it’s my hope we can, even for seniors that want to learn how to shop online, really facilitate that in January and help just answer any questions that they have.

We’re not pushing it in any way, shape, or form because we also like that they’re more traditional, pick up landlines and phone. We don’t want to take that away. But if they’re curious about learning how to use a computer, how to navigate, how to do Zoom meetings like this with their family, that’s something we started with FaceTime sessions.

I could use my phone and go to a resident’s suite and contact their family and do a little FaceTime session with them. I’m getting them involved in our Facebook, not Instagram quite yet, but Facebook, and how to see what’s going on in the building and with our company.

They like that because they can see pictures of themselves and different crafts. Lots of exciting things are going on at Arbourside Court. It’s kind of month by month, I’ve got new things I’m working on moving forward.

We’re working on some sustainability initiatives with greener products from packaging, and we’ve got a great recycling program, but just trying to stay relevant with keeping that traditional kind of value that our residents are used to. It’s a fine balance.

There’s a long history at Arbourside Court. There’s a very small, tight-knit housekeeping staff, and they’ve been here forever. They keep things beautiful, and they get to know the residents very well. There are special relationships there that have gone on for years, and there’s trust built, and kind of pseudo-families built, which is wonderful. It’s the staff that really knows the history and the ins and outs of this building.

They’ve become very close. You always remain professional, but if there are things that I need to know, I know who to go to. It’s those people who are keeping the place looking beautiful and helping out the residents in personal ways and in their suites and getting to know them. It’s a wonderful dynamic that they’ve gotten to know each other over the years. They see each other every day. They trust each other. We don’t always have perfect days. There are always challenges, but they treat each other with respect and understanding. I think there’s a real love there for each other. And it’s nice to witness.

The lifestyle at Arbourside Court varies, and that variance is actually quite attractive. Some people are more social than others. Being an independent building, you have your suite, so you can do what you like. You can come and go as you please. You can dine in the dining room if you please, or you could stay in your suite and have it delivered.

We have a robust activity calendar. For example, we have painting classes where canvases and everything’s provided and inclusive in our pricing. So you might have painting day where you’re doing a three- or four-hour painting workshop with Wendy, who’s our activity coordinator. She does art classes and you get to take a beautiful work of art home.

There could be bean bingo or Reno Keno. There could be wreath making, happy hour, where you can have a glass of wine, a beer, and a little bit of music.

Again, it’s voluntary. Some people want their privacy. So nothing is pushed. It’s all natural. If you want to socialize, people have that base of their other residents here. Come down for a coffee anytime. There’s always coffee and muffins in the common area. We have readings and mental trivia games. There’s always something going on.

There’s never any pressure to attend, though. So it’s a nice balance because sometimes you want to just be alone and be in your suite. And then if you need that social interaction, which is important for mental health and everybody’s well-being, come down for a coffee, play some trivia, and then go upstairs and have your own space.

Dining, again, all-inclusive in our pricing, is your breakfast, lunch, dinner, and snacks. That being said, each suite has, the one bedrooms have full kitchens because some people like to dine a little bit and make their own toast in the morning. So again, you have that perfect balance of independence and the services we provide. 

Our breakfast is always a breakfast buffet. It runs in the dining room from 8 AM till 9:30. So everything you can think of, every kind of juice, coffee, tea, oatmeal, toast, bagels, fruit, danishes, five kinds of cereal. People just come down as they like, take a seat, and do as they please.

Lunch, we have two seatings at 11:45 and 12:45. We’ve changed our seatings a bit just for protocols with the current environment, with the virus. So we’ve got two to a table instead of four, but otherwise it’s a great, beautiful dining room. From a resident’s point of view, you wouldn’t notice anything. I’ve put controls in place that are just more for safety, and they’re not blatant and not glaring. So the experience of dining is still the same.

Dinner time, 4:45 and 5:45, everything’s served right to you. Your servers come around, bring you your juice, your coffee, your tea, your soup, your salad, your entrees, and your desserts. So really, you just have to show up and get treated really nicely. No dishes.

There’s always coffee, tea, and muffins available in our common area at Arbourside Court. So you can just come down and do what you want. 

I'll skip lunch and then have desserts because they’ve got great desserts. And I have to stop doing it. Black Forest cake and tiramisu mousse. I think I love the tangerine mousse.

As far as entrees, I’ve got a thing for the Monte Cristo sandwiches at lunchtime, the grilled turkey and ham on the French bread. They try and balance their meals out. That being said, I’m working on some really exciting initiatives for the menu right now. 

During the summer, we have fresh local produce. I would go to Hazelmere Farm, which a colleague of mine owns, and I would get fresh plums and cherries and serve them during lunchtime, which was really nice. So they were getting fresh produce for all of the summer.

I’m trying to be really cognizant of salt intake and sugar and as much homemade fare as we can do. So, that’s something I’m working on now at Arbourside Court. You can always improve, no matter how tasty the food is. So something that I’m working on with my wonderful staff and chefs. Just trying to be innovative and stay relevant while having that fine balance of traditional food that everybody’s familiar with.

Our menus are always posted a day ahead of time. We have features in lunch and dinner every day, and we also have three alternates every day because not everybody has the same taste. I’m yet to make everybody happy. That’s just not going to happen in the real world. We have our main feature, and then we always have three alternates. So I can pretty much guarantee you’re going to find something you like at Arbourside Court.

I don’t think I’ve met one person who doesn’t have some level of anxiety. Often there’s family dynamics involved, there’s anxiety, there’s sadness, there’s excitement as well, but it’s a big transition.

What we try and do is absolutely, for me anyhow, zero pressure or obligation. It is up to the family what they want to do. I have no mandate to ever do business that way.

I’m always available for them to talk to, to ask questions. There’s no such thing as a dumb question. People have their little hangups, from birds to lighting. They can ask me anything, anytime. I’m always available for a text or a phone call, even if I’m not in office.

I say, come to Arbourside Court.  Walk around with me, have a coffee, talk to a few residents if you want to, come see our show suites, and then go home and think about it.

Some people know right away, this is where I want to be. We make that happen quickly.

I always offer a few weeks of leeway where there’s no rent involved. Just take your time moving. Come in, figure out your new home, downsize what you have to do.

We just try and make it really easy for them because it’s tough enough. So make the move easy, make their scheduling easy. We don’t make it harder than it needs to be. 

I always make myself available. Again, not to the point where I’m going to invade someone’s privacy, but just to let them know about meal times and give them a handbook on services that they can take advantage of.

Our concierge, our front desk, really are the heartbeat of Arbourside Court, from emergency responding to calling taxis for them to telling them about meals. So there’s always somebody to call.

When someone does move in, I personally will be up and go visit them and give them some information to read or some extra keys or just get them comfortable. I also let them know that for their first couple of meals, come down with me.

We want to make sure that people aren’t feeling uncomfortable. The staff is really cognizant of that. If someone is new, let’s make her feel comfortable. Or can you just give her a call, because everybody has their own independent landline here, give her a call, and see if she needs anything.

Usually that anxiety or that shyness will dissipate. They know that they’ve got people that they can talk to. We also keep track of any concerns they have. We’re there to make sure that they know that we understand what they’re going through because it can be a tough transition. 

When someone does come and live at Arbourside Court, our lease is very straightforward, but there is a caveat in our lease, which is just about being self-sufficient. So, being an independent facility, really not licensed in healthcare at all, a conversation has to occur with that resident who’s moving in and/or their family.

If we do get to a certain point where someone can’t bear their own weight, or the safety of themselves or others is in jeopardy in the building, we have to have a conversation about escalating them up to a level of care that would be appropriate. 

Those conversations happen in a really respectful, confidential way with either the resident or their family, or with powers of attorney. It’s a part of the job I don’t love, but it’s also important to be honest and make sure that those people are getting the care that they need in the proper facility that they need. 

Some of the longtime residents here, their families are so used to the staff here, they have very close relationships. But being an independent building, we try not to commingle too much with the dynamics of family.

As long as a resident is really following house rules, there’s really no need to commingle with the family unless it’s a question or concern they have. We have a very clear book of communication with whom should be contacted. Again, our concierge takes care of that on immediate family contact numbers, and we keep it updated, really confidential yet available. 

People have some challenges and family does need to get involved sometimes. But we keep it professional and kind at Arbourside Court. 

Everyone has lessons that we can learn from them. I’m a parent, and you get to learn some really good lessons just from residents reminiscing and giving you advice. I don’t take that lightly. That’s a great fringe benefit of working here.  

There's a lady who recently moved to a higher level of care. I won’t say her name. From the moment before I even started here as general manager, when I was doing Tanya’s Pop-Up Shops, she was like my adopted grandmother, and we had an understanding because her family didn’t live here.

She had moved here with her husband. He had passed, and she was just the most positive, fierce lady, and I will never forget her. She will always be special to me, my adopted grandma. Even when her challenges became tougher for her, she was just always fierce and happy, never complained.

One of the last conversations we had in the elevator, she said to me, “Tanya, you’re a fierce woman.” And I said, no, you’re a fierce woman. And we just had a good laugh. I said, "I’ve learned from you," because she never complained, no matter what, if she was having mobility issues or memory issues. I said, "I just noticed you never complain. And I think it’s awesome." And she goes, “Well, what good would that do me?” Just the simple lessons, I’ll never forget her.

There are many of her at Arbourside Court. You definitely get the ones that touch you, probably in a nostalgic way from your own childhood, that you gravitate to. So I’m lucky. 

My advice would be to do your due diligence. Do your research with great publications like Comfort Life. There are all sorts of societies and resources for seniors and their families.

Meet the staff, meet other residents, which is key. Come in for a tour, but hone in on a resident who’s maybe in the common area and just say, “How do you like living here?” You might get a good or a bad review. It happens, and you can take that to heart. The people who are living here are your best resource for a true gauge of what the building’s like.

As far as reviews and whatnot, do your Googling, but really come in and get a feel for the building. Do a tour. Have some privacy in the suite by yourself. Meet the staff. Stay for lunch. Try the food.

Take a look at the surrounding building. I think everybody who comes into Arbourside Court always comments on how well-maintained it is. Look at the cleanliness. Look at how the staff looks. And most importantly, see if the residents are happy, see if they’re being treated well. Do your research and take your time.

Any place that won’t let you take your time is probably a place you don’t want to be. So take your time and look for a place that, if you’re a family member, a son or a daughter, you know your loved one or parent is going to be safe. Check on what they have in place for security, safety. Do your due diligence. You’ll find the right place. You’ll know in your gut.