Tag Archive for: Employee Spotlight

In the age of automation, Homeland Center puts real people at the front desk. Ask them a question, and they’ll find the answer. Stop to chat, and they’ll find the time to listen.

“One of the greatest things about having people at the desk instead of a machine is that people will ask you almost anything that’s on their mind,” said second-shift receptionist Ron Clark. “Sometimes, they’re having a bad day, and you try to uplift their spirits.”

Meet the four devoted people who staff the receptionist’s desk, watching the phones and the doors as they play their part in sustaining Homeland’s renowned homelike feel.

Ron Clark, evenings

Ron Clark has lived through a few adventures, like the time he snatched a shotgun from a man pointing it at him and future Harrisburg Police Chief Thomas Carter. In a long career, he has worked in security and law enforcement in the U.S. Marines, as a Pennsylvania state constable, and security at hospitals and in higher education.

With his keen instincts, he keeps an eye on the door, even as he befriends residents and their families.

He has grieved with families and residents who have lost loved ones. He listens to the tales of veterans. He considers time with Homeland staff “a shared gift,” as they forge bonds and develop teamwork.

“The residents, they open up to me,” Ron says. “Some of the stories they tell me are overwhelmingly enjoyable. People come from all different types of life. I love to read, but I learn more from people on the streets than I’ve ever learned from a book.”

Carol Mitchell, days

Carol Mitchell is a good listener and empathizer because she knows all about the lives that Homeland residents have lived.

“I have been everywhere these folks have been,” she says. “I’m a mom. I’ve been a single mom. Now I’m a senior citizen myself.”

Carol first worked in Homeland activities, under the supervision of her daughter, former Activities Director Gillian Sumpter. Now, getting the hang of the front desk has been “a beautiful journey.”

Carol is retired from Harrisburg’s Hamilton Health Center, where she discovered a passion for teaching women, especially women of color, the benefits of breastfeeding. She trained to become a lactation counselor and worked with Harrisburg Hospital to establish a support program for breastfeeding mothers.

At Homeland, she works “the other end of the life spectrum.” When family members call, she does her best to help.

“There’s nothing worse than saying, ‘I don’t know how your mom is,’” she says. “Nine times out of 10, we don’t know, but we can suggest they call back at a certain time to reach the nurse. At least we can give them a goal.”

Staffing the front desk shows Homeland’s commitment to personalized service, Carol believes.

“I know I feel good when I call someplace and a human answers the phone,” she says. “I can ask questions and get more than I would from a robocall. I appreciate talking to a real person, especially when it comes to my loved ones.”

Pat Wilbern, nights

Pat Wilbern started at Homeland in 1990, putting her typing skills and medical secretary certificate to work in the front office.

“I love Homeland, and I love the residents,” she says today. “It is a great place to work.”

As nightshift receptionist, Pat operates in a “nice and peaceful” setting. Nonetheless, she is there when residents and families need her. One resident sleeps all day and calls to chat at night. While they talk, Pat texts a CNA to check on her.

She also helps families find answers for their middle-of-the-night questions, and she connects the nighttime calls that residents place just to hear a loved one’s voice. Before the COVID-19 lockdown, she greeted family members stopping on their way to work for visits with their relatives.

“Homeland is very responsive to the needs of the residents,” she says. “They have always been my main concern.”

Daneen Williams, weekends

As the first person that Homeland guests see, Daneen Williams tries to “make everyone’s visit to Homeland just as pleasurable as possible.”

Daneen started working at Homeland in dietary in 1992, switching to the reception desk about five years later. She brings her spontaneous nature to the post, providing a compassionate ear and a sense of calm for families undergoing the difficult transition to nursing-home care for a loved one.

“I explain to them that they did the best thing for their parent or family member because their loved one is getting 24-hour care with specialized and certified assistance,” she says.

Daneen has gotten to know some memorable residents, including one whose aunt modeled for the Beaux-Arts paintings in the Pennsylvania Capitol and the dancing nymphs immortalized in the fountain at Harrisburg’s Italian Lake Park.

Because Homeland is the residents’ home, Daneen does everything she can “to make the residents’ experience as comfortable as possible.”

Though COVID has restricted personal visits, she makes sure family members know someone is at the desk 24/7, “so if they ever feel they want to check in on their loved one, they can do that at any point in time because we have charge nurses and supervising nurses here at all times for their ease.”

Lin Roussel (L) conducting a portion of the twice daily employee screening at Homeland Center

When the COVID-19 virus sidelined Lin Roussel’s work as a Homeland Hospice massage therapist, she became a temperature screener at Homeland Center, ensuring no incoming employees had a fever — a potential coronavirus symptom.

“I always heard from people that they love Homeland,” she says. “Now that I’m at Homeland Center, I’m meeting people who have worked here for 20 or 25 years. There’s a waiting list to work here. They have such a good reputation. I wasn’t surprised because of all the good things I hear from my patients.”

Since joining Homeland Hospice in May 2019, Lin has felt welcomed by colleagues, patients, and the entire Homeland organization. With her diverse experience in health care, social work, massage therapy, and teaching, she recognizes firsthand Homeland’s commitment to personalized care and unwavering excellence.

The move from Homeland Hospice to Homeland Center came from being in the right place at the right time. Unable to give massages because of the coronavirus, Lin asked about volunteer opportunities and was elated when she instead was offered the temperature screening position.

Wanting to give employees an extra boost when they arrived, Lin issued a request to her extensive network of massage therapists for goodies she could give out, and the response was tremendous.

“My gosh, in the first week, I think 10 or 15 people stepped up and said they’d like to donate candy or chips or comfort food,” she says. “A company I get samples from for my oncology massage and hospice classes donated 200 foot-massage cream packages. Everybody I’ve asked has been happy to donate.”

One donor makes facemask extenders that ease pressure on the ears.

“They go very fast,” says Lin. “They’re a hot commodity.”

Lin’s journey to Homeland is a winding one. She started her career in nursing, discovering that she liked working in oncology and hospice. At age 30, she returned to school and became a social worker. For about 15 years, she worked with the homeless population of Lancaster city. An area hospice asked her to help create a program for homeless people and also sent her to massage school.

She also was motivated to learn the skill by a friend who was dying from melanoma and couldn’t find a massage therapist. The experience underscored the benefits of massage therapy for oncology and hospice patients.

“They taught me how to listen,” she says. “They taught me patience. Gratefulness. Compassion. I always wanted to make a difference, and I felt like I was making a difference.”

Lin says Homeland Hospice’s massage therapists help with symptom management – dealing with pain, stress, or anxiety.

Through the Society for Oncology Massage, Lin teaches courses for oncology massage therapists nationwide. Her classes often teach massage therapists to hone their compassion and patience: “Being able to take a breath and just be with the person, letting them control the environment and the massage. And listening. Listening is the most important thing.”

Outside of work, Lin, a Lancaster County native who lives in Lititz, enjoys hiking and antiquing with her husband, Jim. They have four grown children living in the area and, mindful of coronavirus, Lin enjoys socially distanced walks with her 14-year-old granddaughter.

Lin is passionate about the quality attention she says is Homeland Hospice’s hallmark.

“Everyone at Homeland Hospice is compassionate and caring,” she says. “They’re always on, no matter when or what time. Somebody’s always there to help.”

Retiree and mentor Connie (l) working with mentee Asia Godbee.

Asia Godbee worried that she hadn’t cut the beef for the day’s dinner correctly, but Connie Lewis stepped into her mentoring role with assurances that she was fine.

“When I cut my strips, I cut them smaller than that,” Connie said. “You cut them thicker than I do, but you did well.”

“Learning process,” Asia conceded.

Before Head Cook Connie Lewis retired on Jan. 31 after 22 1/2 years with Homeland, she worked closely with Asia, passing on her years of knowledge. Though residents and staff alike will miss Connie and the love she put into her dishes, the kitchen is in good hands with Asia, who will continue the tradition of culinary excellence she learned from Connie.

Connie Lewis joined Homeland in 1997. She started as a dietary aide and rose to a cooking position, where she flourished.

In recent years, Homeland employed Asia as Connie’s assistant because an additional person was needed to prepare daily meals while also fulfilling special requests. While a day’s breakfast menu might constitute eggs, waffles, and fruit, residents might request a Thomas’ English muffin or blueberry pancakes, and the Homeland kitchen accommodates.

“We’re unique,” says Asia. “I’ve talked to other people who work in retirement homes, and all the residents get the same meal every day.”

“We cater to the residents,” adds Connie. And that, says Asia, was the first thing she learned about working at Homeland.

A Harrisburg High School student completing a project on elder care, Asia first came to Homeland five years ago. Before graduation, she worked the evening shift part-time in the Dietary Department. Asia switched to day shift after graduation, learning the various positions within the department and eventually became Connie’s assistant.

Working with Connie and day cook Doretha Smith, Asia has learned everything from proper techniques for putting pans in the oven to the correct order of lasagna layers, and from strict procedures for food allergies to timing the preparation of each dish.

“If we don’t make something the right way, the residents will know,” Asia says.
Connie is looking forward retiring but says she hopes to keep working part-time, perhaps in-home health care. She looks forward to sleeping in; however, she says she will miss the residents.

“I’m going to miss their faces,” she says. “I’m going to have to come back to see everyone.”

Homeland prepares residents’ meals from scratch — including Connie’s famous macaroni and cheese, always a hit at Homeland’s annual holiday party. The kitchen staff carves up the daily meats.

Connie says she worked in the Homeland kitchen for about five years before she felt fully in command of the process – and says she learned from every mistake. She has transmitted that philosophy to Asia, who admits to the day she curdled the milk for the alfredo sauce – twice – because the kitchen’s high-powered kettles heat rapidly.

Asia knows she gets the benefit of the doubt because she’s learning.

“I like cooking,” she says. “I like learning. It’s interesting learning different techniques from different people and putting my own touch to it.”

Resident Geoffrey Davenport, who worked most of his life in family restaurants, said he’s sorry to see Connie leaving but is happy for her retirement.

“She’s excellent,” he says. Even when she’s not in the kitchen, she’s in the dining room, dishing out food or serving residents at their tables.

“Sometimes, chefs think that serving the food is beneath them, but she’s very willing to do that,” he says.

As Connie hands over the mantle, what are her hopes for Asia?

“Longevity and success,” she says. “Asia brings kindness to her role and always puts the well-being of residents first.”

As for the lessons Asia learned from Connie?

“I gained her strength in aspect,” Asia says. “When she prepares dishes, she knows what she’s doing, and she’s solid. That’s how I want to get, to be confident in my meal, so I can look at it and say I produced a good meal.”

“And she has,” interjects Connie. “She produces good meals.”