Special Offer to CAHSAH Members Only!

4th Annual Private Duty Home Care Leadership Summit & Exposition

Pointe Hilton Tapatio Cliffs Resort • Phoenix, Arizona January 18-20, 2009

STEP 1: Registration Form

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Job Title:

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City: State: Country: Zip Code:

Phone: Fax:

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STEP 2: 4th Annual Private Duty Home Care Leadership Summit & Exposition Registration Fee (Special)

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Two easy ways to register: Fax: (202) 547-3660 Mail: PDHCA 2009 Conference, PO Box 91486, Washington, D.C. 20090

About PDHCA

The Private Duty Homecare Association (PDHCA) is the unified voice of private duty home care providers who help the aged, ill and disabled with services they need to remain independent in their own homes. PDHCA members receive weekly e-newsletters containing timely news and information pertaining exclusively to the private duty home care industry, as well as an award-winning monthly magazine with in-depth reviews of the latest trends in home care. Members also enjoy substantial discounts on education programs. PDHCA members are listed in our agency locator, a national referral source used by consumers.

As a member of CAHSAH you can attend the 4th Annual Private Duty Home Care Leadership Summit & Exposition

at our member rates. The Private Duty Homecare Association is the nation’s largest trade association representing private duty home care providers.

As a CAHSAH member, you can save $200 on Registration!

Special Offer to CAHSAH Members Only!

www.pdhca.org • 1

Private Duty Home Care

LeaDersHiP summit & exPosition

4th annual

Pointe Hilton Tapatio Cliffs Resort • Phoenix, ArizonaJanuary 18 - 20, 2009

Sponsored by: corecubed and Stoneridge Partners

www.pdhca.org • 5

7 a.m.

8 a.m.

9 a.m.

10 a.m.

11 a.m.

Noon

1 p.m.

2 p.m.

3 p.m.

4 p.m.

5 p.m.

6 p.m.

7 p.m.

8 p.m.

9 p.m.

Noon to 7 p.m. Registration Open

3:30 to 6 p.m. Opening Reception with Private Duty Exhibitors

6 to 7:30 p.m. Opening General Session

Opening Remarks and Welcome Val J. Halamandaris and Mark Heaney

7:30 to 8:30 a.m. Continental Breakfast with Private Duty Exhibitors

Sunday, January 18 Monday, January 19

8:30 to 10 a.m. General Session with Keynote Speaker

10 to 10:30 a.m. Networking Break in the Exposition Hall

10:30 a.m. to Noon Concurrent Sessions – 100 SeriesSession 101: Coaching Supervision: A Worker Empowerment Approach

to SupervisionSession 102: Private Duty 2020: Are You Ready? Session 103: Essential Personnel Policies to Comply with Employment Law

Noon to 1:45 p.m. Luncheon Served in the Exposition Hall

1:45 to 3:15 p.m. Concurrent Sessions – 200 SeriesSession 201: Business Owner to Business Leader: Taking Your Business

to the Next LevelSession 202: Deliver Best What Your Customers Want MostSession 203: Strategies and Tools to Improve Your Success with Long-

Term Care Insurance Claims3:15 to 3:30 p.m. Networking Break

6 to 8 p.m. Birds-of-a-Feather Roundtable Series

6 to 7 p.m. Birds-of-a-Feather Roundtable Series – Part I 7 to 8 p.m. Birds-of-a-Feather Roundtable Series – Part II

Tuesday, January 20

7:30 to 8:30 a.m. Continental Breakfast

8:30 to 10 a.m. General Session with Featured Speaker

10 to 10:15 a.m. Networking Break10:15 a.m. to Noon Concurrent Sessions – 400 Series

Session 401: Taking Market Share by Providing Caregivers Who Are “Alzheimer’s Whisperers”

Session 402: Understanding Your Audience: If You Are Targeting Every-one, You Aren’t Reaching Anyone

Session 403: Selling a Private Duty Agency: A “How To” on Traveling a Rocky Road

12:15 to 2:15 p.m. Luncheon and Report from Birds-of-a-Feather

Roundtable Series

2:30 to 4 p.m. Concurrent Sessions – 500 SeriesSession 501: Rising to New Heights: HR Strategies to Help You Climb to the TopSession 502: Smart Sales and Marketing: Discover Secrets from the Most

Successful Agencies that will Catapult RevenuesSession 503: Knock, Knock: What to Do When Your Surveyor ArrivesDuty

Company: From Payroll to Collections

5 to 6 p.m. Free Time

3:30 to 5 p.m. Concurrent Sessions – 300 SeriesSession 301: “Relevant Integration” A Strategy to Retain Your

Multi-cultural Workforce and Boost Client SatisfactionSession 302: Personal Branding: The Magic is in Your MessageSession 303: Essential Requirements for the Financial Management of

the Private Duty Business within a Multi-Line Company

7 a.m. to 5 p.m. Registration Open 7 a.m. to 3 p.m. Registration Open

Keynote sPeaKerMonday, January 19 • 8:30 to 10 a.m.

6 • Register Today!

Simon T. Bailey , Keynote Speaker

Release Your Brilliance - Four Steps to Trans-forming Your Workplace and Creating Lasting Value

What untold successes could we achieve – in our lives, our workplaces, our world – if every one of us knew how to unleash our inherent brilliance?

Simon T. Bailey has a visionary ability to identify brilliant potential in people and organizations and ignite that brilliance into action for amazing results.

An internationally known speaker, author and consultant, he inspires individu-als to take charge of change and transform their lives from the inside out. A thought leader and fresh voice in the business world, Bailey connects the dots between individual and organizational brilliance. He challenges and teaches businesses and organizations to clear obstacles to brilliance in their cultures, processes and people, thereby achieving higher levels of engagement, retention and productivity – and a brilliant bottom line.

Bailey founded The Brilliance Institute, Inc., an organization dedicated to building the world’s most valuable resource – people. Fortune 500 companies, national associations, government agencies and educational institutions both in the United States and abroad look to him to help transform their cultures and processes and release the potential in their people.

His newest book, Release Your Brilliance, is receiving rave reviews and having a profound impact on people’s lives. He has authored three other books: Simon Believes … Brilliant Service is the Bottom Line, Simon Believes … Success is an Inside Job and Simon Says Dream: Live a Passionate Life.

Bailey’s expertise has been honed over two decades with Hyatt Hotels, the Or-lando Convention and Visitor’s Bureau and the Walt Disney Company. Bailey has a master’s degree from Faith Christian University, which also recently awarded him an honorary doctorate for his global impact.

Building on proven concepts from his book, Simon will guide you through the steps needed to create lasting change using a memorable diamond metaphor. Be prepared to leave this session ready to identify, tap into and maximize your individual brilliance and energy to increase focus and balance; initiate, sustain and nurture trust in business relationships with your peers, colleagues and customers; use the power of presence to increase value when interacting with clients and focus energy on strategic activities that support desired business outcomes.

GeneraL session sPeaKers

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Tuesday January 20 • 8:30 to 10 a.m.Sunday, January 18 • 6 to 7:30 p.m.Chip R. Bell Founder, The Chip Bell Group

Chip R. Bell is founder and manager of the Dallas office of The Chip Bell Group, a confederation of highly seasoned consultants around the country who collaborate to help organizations build a culture that supports long-term customer loyalty. Prior to starting The Chip Bell Group in 1980, he was Director of Management Development for NCNB, now Bank of America. Dr. Bell holds graduate degrees in organizational psychology and human resource

development from Vanderbilt University and George Washington University. He was a highly decorated infantry unit commander in Viet Nam with the elite 82nd Airborne Division.

Bell is the author or co-author of several best-selling books including Service Magic, Customers As Partners, Managing Knock Your Socks Off Service and Managers as Mentors. His recent book, Magnetic Service: Secrets for Creating Passionately Devoted Customers, has won numerous awards and made several best-seller lists. His latest book is Customer Loyalty Guaranteed: Create, Lead and Sustain Remarkable Customer Service (Sept. 2007).

His articles have appeared in an array of trade and professional journals, including Management Review, Journal of Quality and Participation, Leadership Excellence, Customer Relationship Management Journal, Leader to Leader Magazine, T+D Magazine, Sales and Marketing Management, Bank Marketing Journal, Advanced Management Journal, Harvard Business School Management Update, and many others. His work has been featured on CNBC, CNN, Bloomberg TV, NPR, and Reuters and in the Wall Street Journal, Fortune, USA Today, Entrepreneur Magazine, Inc. Magazine, Fast Company Magazine, and BusinessWeek.

Jane M. Thibault, MA, MSSW, Ph.D. Director, Geriatric Evaluation and Treatment Program, University of Louisville, Louisville, Kentucky

Dr. Jane Thibault is a practicing clinical gerontologist who has worked clinically with elders and their families for more than three decades. Understanding the nuances of dementias and related cognitive disorders is her specialty, including how best to prepare the person, the family and the support system to work with those who suffer from cognitive impairments.

Dr. Thibault is a clinical professor in the Department of Family and Geriatric Medicine, School of Medicine and Adjunct Faculty in the School of Social Work at the University of Louisville in Kentucky. She has served at the University since 1981, teaching geriatrics and gerontology to medical students, residents, geriat-ric fellows and social work students. She helped develop and is now Director of the university’s Geriatric Evaluation and Treatment Program, a geriatric assess-ment program. In addition she teaches gerontology at the Kent School of Social Work at the University of Louisville and when needed at the Louisville Presby-terian Seminary. She recently taught “Successful Aging” at Oxford University in England.

She also counsels middle-aged and older clients, advising caregivers of elders. She is a clinical consultant to Humana, Inc.’s “Humana Active Outlook” product for senior adults where she writes a column called “Ask Dr. Jane...” She has also designed a restraint-free chair for elders and holds its patent. Among her many community service activities, she is co-chair of the Kentucky Governor’s Council on Alzheimer’s disease, a member of the Kentucky Institute on Aging and is a member of the board of Mercy Sacred Heart Village, a teaching nursing home.

eDuCation sessions


Sunday, January 18, 2009 • 6 to 7:30 p.m.OPeNiNg geNeRAl SeSSiON

Opening Remarks and Welcome:Val J. Halamandaris, President, NAHC Mark Heaney, Chair, Private Duty Homecare Association

Featured Speaker:Jane M. Thibault, MA, MSSW, Ph.D. Director, Geriatric Evaluation and Treatment Program, University of Louisville, Louisville, Kentucky

PROgRAM DeSCRiPTiON

Statistics reveal that a majority of persons receiving care at home have some form of dementia. Understanding first how to identify dementia, and then plan-ning how to best provide care allows for a more successful relationship between a home care provider and a client, the client’s family and the client’s support system. A caregiver is then also better equipped to make care at home more meaningful for the client by providing care with specific, proven tools to assist in daily activities.

Oftentimes a first meeting does not unveil a client’s true needs. Families might “cover up” the extent of the client’s inability to cope with daily living, and it is not until care is underway and a problem has occurred that the situation comes to light. Avoiding those surprises in care and having a clear understanding prior to providing care will make for a better initial caregiver placement and a better plan of care.

Providing in-home care to a person with dementia presents special challenges, and gaining a basic understanding of the vast difference between caring for a person with a physical frailty and a person with a cognitive impairment will give an in-home care relationship a better chance of long-term success.

Top notch private duty agencies understand the importance of conducting a thorough initial in-home assessment, including the best questions to ask in order to determine the mental status of a client in the home and how best to work with employees to provide service that is targeted to the specific needs of the client and the family. Having a good “game plan” for daily care, and com-ing equipped with activities that make the day a pleasant one will create an in-home care scenario that fosters success and long term compatibility for the home care agency, its staff and the client.

Objectives:• Showcasewaystodoabasicin-homeassessmentwithanewclienttodetermine

if dementia is present and to what extent;• Discussoptionsfortheclienttobestdetermineifthedementiaisorganicand

progressive or treatable due to diet or depression; and• Relateactivitiesthatthecaregivercanuseinthehomewiththeclienttomaintain

a better quality of life.

Course level: Basic; 1.0 nursing CEs; 1.0 CPEs (NASBA/PHR).

www.pdhca.org • 9

Monday, January 18 • 100 Series • 10:30 a.m. to Noon

Luncheon in Exposition Hall • Noon to 1:45 p.m.

Session 101 Coaching Supervision: A Worker Empow-erment Approach to Supervision

Coaching is a style of supervision that focuses on supporting the growth of workers, as opposed to the more traditional disciplinary approach to ad-dressing performance problems.

Objectives:•Describehowcoachingsupervisioncancreatea

culture of retention;•Discussdifferencesintraditionalandcoaching

supervision; and•Outlinethekeyelementsforsuccessfulcoach-

ing supervision.

Faculty: Kathie Smith, RN, Director of Quality Initiatives and State Liaison, Association for Home & Hospice Care of North Carolina, Raleigh, NC.Course level: BasicNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/PHR).

Session 102 Private Duty 2020: Are You Ready?

This workshop will provide a discussion to plan and grow your private duty company for the future. What will the industry be like tomorrow? With constant changes expected, what will you and your organization need to do to survive and prosper? What are the key strategic, management and operational issues that owners and administrators need to address?

Objectives:• Discussnewbusinessstrategiesforthefuture;• Listkeyelementsforprivatedutysurvivaland

prosperity;and• Describeaprocesstoidentifythetopprioritiesto

grow your business.

Faculty: Stephen Tweed, BA, MS, CSP; CEO Leading Home Care…a Tweed Jef-fries Company, Louisville, Ky.Course level: IntermediateNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/MKT).

Session 103Essential Personnel Policies to Comply with Employment Laws

An agency’s personnel policies are one of its most important legal documents and are critical to com-pliance with legal requirements and managing the risks of the employment relationship. This program will identify and explain a number of specific poli-cies that are essential for agencies to include in the personnel policies.

Objectives:• Describewhypersonnelpoliciesareimperativeto

compliance with legal requirements;• Describehowlegalrequirementsaffectwhatis

said in personnel policies; and• Indentifyvariouspoliciesthatareessentialto

include in an agency’s personnel policies.

Faculty: John Gilliland, Esq., Principal, Gilliland and Markette, LLP, Indianapolis, Ind.Course Level: IntermediateNursing CEs 1.5; Accountant CPEs 1.0 (NASBA/BL).

Track 1: HUMAN ReSOURCeS

Track 2: MARKeTiNg & BUSiNeSS DeVelOPMeNT

Track 3: OPeRATiONS


Track 3: OPeRATiONS



Session 203 Strategies and Tools to Improve Your Success with Long-Term Care Insurance Claims

Join key personnel from leading long-term care insur-ance carriers in a presentation and panel discussion designed to help private duty home care agencies bet-ter work within the long-term care insurance industry. Learn more about the overall process and how to improve your success with long-term care insurance claims. Attendees will come away with a clear under-standing of how private duty agencies are reimbursed by long-term care insurance policies, as well as how carriers and agencies can together improve client care with communication and care management.

Objectives:• Identify key language to facilitate claim reimbursement;• Develop direct contacts with various carriers; and• Utilize tools to simplify communication regarding

client care.

Faculty: Maryglenn Boals, CLTC, President, MgBoals & Associates, LLC, Phoenix, Ariz.; representatives from John Hancock, Prudential, MetLife and MedAmerica.

Course level: IntermediateNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/SEB).

Session 202 Deliver Best What Your Customers Want Most

In this saturated industry, even great providers struggle to grow. This workshop provides a planning tool for participants to analyze competitors, custom-ers and their own agency with a focus on growth.

Objectives:• Identifythecomponentsofacompetitiveanalysisgrid;• Developagridcomparingyouragencywithcom-

petitorsinyourservicearea;and• CreateaStrategyCanvastocreate,upgradeorbet-

ter communicate services.

Faculty: Barbara Gray, MA, Senior As-sociate; Lynn Serra, MBA, RN, Senior Associate; Beth Carpenter, MBA, President/CEO; all faculty with Beth Car-penter and Associates, Berrington, Ill.Course level: AdvancedNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/MKT).

Monday, January 19 • 200 Series • 1:45 to 3:15 p.m.

Session 201 Business Owner to Business Leader: Taking Your Business to the Next Level

This workshop is designed to help agency leaders evaluate where their agency stands and how to grow it to the next business level. As administra-tors and owners, we are often too busy working in the business rather than on the business. It is critical for the success of the business that we recognize that we are leaders as well.

Objectives:• Analyzethe“stateofyourbusiness”andsetgoals

for growth;• Identifypersonalleadershipstrengthsandweak-

nesses; and• Developaplanforagencygrowth.

Faculty: Lucy Andrews, RN, MS; CEO and Founder, At Your Service Home Care, Santa Rosa, Calif.Course level: BasicNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/PHR).

Networking Break • 3:15 to 3:30 p.m.

Track 3: OPeRATiONS



Session 303 Essential Requirements for the Financial Management of the Private Duty Business within a Multi-Line CompanyThis program provides an introduction to the basics of financial management of a private duty home care business that has, or is considering, more than one line of business in its operation. Attendees will gain an understanding of the accounting and statistical details required to obtain meaningful financial and management reports. Beginning with such elementary areas as establishing the appropriate revenue and cost distribution by service area, indentifying the components of a balance sheet and income statement, and discussing the differences between cash base and accrual accounting.

Objectives• Identifythebasicfinancialelementsofaprivatedutybusiness;• Recognizethe“matching”processesfortheseparationof

direct cost by various private duty services and other lines of business;

• Describevariousprocessesforchargingorallocating overheadcostsbytypeofserviceorbusinessline;and

• Identifythefinancialindicatorsthatmustbeunderstoodinmaking operational decisions.

Faculty: Vern Peterschmidt, Peterschmidt & Associates, Albuquerque, NMCourse Level: BasicNursing CEs 1.5; Accountant CPEs 1.0(NASBA/FIN).

Session 302 Personal Branding: The Magic is in Your Message

Learn the value of personal branding from an agency that has had great success by using this element of marketing. This workshop provides discussion on what is personal branding. You will learn the importance of identifying what your company stands for; how to include your staff in the brand development process; and the impor-tance of consistency with your brand message.

Objectives:• Discusshowtodevelopabrand;• Utilizeamessagingsessiontodevelopyour

agency’s message or messages; and• Relatetheimportanceofconsistencyinyourmes-

sage and a “call to action.”

Faculty: Bob Roth, Managing Partner, Cypress Home Care Solutions, Phoe-nix, Ariz.Course level: IntermediateNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/MKT).

Monday, January 19 • 300 Series • 3:30 to 5 p.m.

Session 301“Relevant Integration” A Strategy to Retain Your Multi-cultural Workforce and Boost Client Satisfaction

Relevant Integration is a strategy that fosters per-sonal awareness and growth, enhances brand loyalty and improves staff retention. Using this approach for orientation and training helps prepare the multicultur-al worker to integrate culture and ethnicity into their work life as they care for their clients. As competition for workers and clients increases, private duty/private pay businesses need strategies to help them stay ahead of the pack by helping their workforce become engaged and acculturated to meet the needs of today’s increasing numbers of multicultural clients.

Objectives:• Describestaffintegrationasakeystrategytopro-

mote retention;• Useconceptofintegrationtoidentifynon-traditional

topics for staff orientation and training; and• Constructworkforcestrategiestoensureyourclients’

cultural needs are met.

Faculty: Margherita Labson, RN, MSN; As-sociate Director, Home Care Accreditation, The Joint Commission, Oakbrook, Ill.Course Level: IntermediateNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/PHR).

Free Time • 5 to 6 p.m.www.pdhca.org • 11

Monday, January 19 • Round Table • 6 to 8 p.m.

ROUND TABle Monday evening Birds-of-a-Feather Roundtable Sessions


Back by popular demand, this year’s Birds-of-a-Feather Roundtable Sessions will take place Monday evening from 6 to 8 p.m.

During our luncheon, Tuesday, Birds-of-a-Feather Roundtable topic leaders will report back to attendees on each topic. The following topics will be presented in Roundtable format led by experts in each of the topics. This is an extremely effective way for participants to learn from the experts and from one another, and a great opportunity to share “what works.”

estate Planning/ elder law Attorneys and Home Care Agencies

Serena Brock, President/CEO Brock MacNeill Consulting/Marketing, Charlotte, NC

Caregivers Across the Spectrum: How Do We Recruit and Retain Them?Faculty to be determined

Supervising Your Private Duty Home Care Agency Staff

Vicki Myers, RN, CLNC, MLE Consulting, PLC, Tucson, Ariz.

Qualified Retirement Plans for Private Duty Home Care Agencies

Patrick L. Brown, Sr., MBA, CSA Principal, Willow Financial Ser-vices, LLC, Towson, Md

How to Start a live-in ServiceDavid Goodman, President; and Frank Esposito, Vice President, both from Companion Connections Senior Care, New York, NY

Ten Basic Standards for Success in Non-Medical Private Duty Services

John Buck, Executive Director, Visiting Home-maker Service of Hudson County, Jersey City, NJ

What is geriatric Care Management and How Can it Help Your Business?

Joe Jackson, LICSW, President, Elder Care Advisors, Lenox, Mass.

Round-Table Topics will be pre-sented for 60 minutes and then repeated one time. Attendees will have the opportunity to participate in two topic discussions. Continuing education credit is not available for Roundtable Sessions.

eDuCation sessions

www.pdhca.org • 13

Tuesday, January 20, 2009 • 8:30 to 10 a.m.ClieNTS AS PARTNeRS: CReATiNg A ClieNT lOYAlTY CUlTURe

Chip Bell, The Chip Bell Group

In today’s competitive private duty home care market, your clients have options. Once they are clients, building relationships and keeping those relationships posi-tive is one key to keeping clients long term. When your clients can say, “I love dealing with that agency,” that loyalty comes back as bottom-line results!

Clients who like you will continue using your service. Clients who love you go out of their way to take care of you; they insist their friends go only to you, and become a great referral source. Developing and nurturing client loyalty is one of the most effective tools in building and maintaining a devoted client base.

Customers are favorably attracted to organizations when they feel an emotional connection. This means heart-touching encounters filled with spirit, caring and a positive attitude. First-rate agencies understand that if you connect with your clients, teach, trust and reassure your clients, they will passionately reward you with their devotion, their advocacy and their funds.

Whether your client receives services short term or long term, you want them to recall the experience favorably. Set the tone and lead the way in your private duty agency – create, foster and retain long lasting and remarkable client devotion.

Objectives:• Outlinethechiefcomponentsofaclientloyaltycultureandunderstandhowthese

components work;• Identifytheprocessesofnurturingthe“nobility”ofserviceexcellence;and• Showcasewaystokeepfaithwithassociatesandclientsbycreatingservicereli-

ability.

Course Level: Basic; 1.0 nursing CEs; 1.0 CPEs( NASBA/MKT).



Track 3: OPeRATiONS


Session 403 Selling a Private Duty Agency: A “How To” on Traveling a Rocky Road

This presentation will explain, step by step, the process one needs to go through in order to sell a private duty home care agency. Follow the sale from preparation through closing. Topics will include working with brokers, valuation, anticipat-ing problems, the offer letter, negotiation and final contracts.

Objectives:• Describetheprocessinvolvedinsellingaprivate

duty agency;• Identifythecommonlyencounteredproblemsand

possible solutions in the selling process; and• Explainthedocumentsrequiredintheselling

process.

Faculty: Donald Cummins, Merger & Acquisition Master; Risa Baker, Vice President, both with Stoneridge Partners, Fort Myers, Fla.Course level: AdvancedNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/SEB).

Session 402 Understanding Your Audience: If You Are Targeting Everyone, You Aren’t Reaching Anyone

This presentation demonstrates how to differenti-ate your agency and position yourself by using, resource-rich marketing to grow billable hours. Find out how to identify the best targets for referrals and enhance your market presence with helpful resources.

Objectives:• Identifythebasicsofagencydifferentiation;• Demonstrateeffectivenessofresource-richmar-

ketingforan“atneed”serviceindustry;and• Discussreallifecasestudiesandexamplesrelating

toprivateduty.

Faculty: Merrily Orsini, MSSW, Managing Director, corecubed, Louisville, Ky.; and Cheryl Richards-Mann, BS, President/CEO Atlanta Home Care Partners, Inc., Atlanta, Ga.Course level: IntermediateNursing CEs: 1.5; Accountant CPEs 1.0 (NASBA/MKT).

Session 401Taking Market Share by Providing Caregiv-ers Who Are “Alzheimer’s Whisperers”

Savvy private duty providers need to develop expertise in providing care to the burgeoning number of people with Alzheimer’s disease. An “Alzheimer’s Whisperer” uses the Theory of Retrogenesis to stage the person’s demen-tia and from this staging to understand the cognitive and functional capabilities and deficits. With the increasing numbers of people with Alzheimer’s disease, private duty home care agencies that provide caregivers who are “Alzheimer’s Whisperer’s” will have a lock on the market.

Objectives:• Definean“AlzheimerWhisperer”andtheTheoryof

Retrogenesis;• Indentifycognitivelyappropriatestrategiestorespond

to challenging behaviors; and• Discussmarketingstrategiestocapturetheprivate

duty share.

Faculty: Verna Carson, Ph.D., PMHCNS-BC and Katherine Vanderhorst, both from C&V Senior Care Specialists, Inc., Fallston, Md.

Course Level: Intermediate; Nursing CEs 1.5; Accounting CPEs 1.0 (NASBA/MKT).

Tuesday, January 20 • 400 Series • 10:15 a.m. to Noon

Luncheon and Report from Birds-of-a-Feather Round Table Series • 12:15 to 2:15 p.m.

www.pdhca.org • 15



Track 3: OPeRATiONS

Session 503Knock, Knock: What to Do When Your Surveyor Arrives

With an increasing number of states initiating licensure requirements, private duty companies must prepare to respond to initial and ongoing regulatory surveys. This presentation reviews the overall status of private duty regulation, the elements of a survey visit, how to respond and prepare for a survey and practical information to stay in compliance.

Objectives:• Discussthebasicregulatoryrequirementsin

private duty licensed states;• Describethecomponentsofasurveyvisit;and• Citethecommonstepstomaintaincompliance

with regulatory requirements.

Faculty: Pat Drea, BSN, MPA, Chief Operations Officer, Visiting Angels, Havertown, Penn.Course level: IntermediateNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/SEB).

Session 502 Smart Sales and Marketing: Discover Se-crets from the Most Successful Agencies That Will Catapult Revenues

Why do some agencies seem to attract all of the best clients? Discover their secrets and how to apply them at your agency. Only attend this session if you are serious about building an agency that will grow its revenues and protect its future. This dynamic and interactive session will help you lever-age and reinforce existing relationships and build new profitable ones.

Objectives:• Identifywaystoenjoysustainedrevenueincreases;• Discusssales,marketingandcustomerservice

ideasthatcanbeimmediatelyimplemented;and• Explainhowcustomerscanactuallybeenlistedto

sell services and recruit caregivers.

Faculty: Michael T. Ferris, Director, Marketing, Sales and Customer Service Consulting Division, Simione Consul-tants, Hamden, Conn.Course level: IntermediateNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/MKT).

Session 501Rising To New Heights: HR Strategies To Help You Climb To The Top

This session will explore techniques and tools for cre-ating and maintaining employee accountability and ownership in order to deliver unforgettable service and employee satisfaction in the private duty agency. Find insight and wisdom on choosing values, aiming for excellence, maintaining integrity, and helping others reach their potential. As leaders in home care, we share a common belief that a company cannot maintain high-quality people, products or profits un-less it is lead with compassion and caring.

Objectives:• Implement meaningful in-service to achieve maximum

retention and staff participation;• Consider appreciation–little things go a long way; and• Create a consistent environment to avoid chaos and-

communication failure.

Faculty: Debbie Osborn, VP Operations/CFO, CPA, MBA, Idaho Home Health and Hospice, Twin Falls, Idaho; Heather Mounce, Executive Director, Human Resources, SPHR, Idaho Home Health and Hospice, Twin Falls, Idaho.Course level: BasicNursing CEs: 1.5; Accountant CPEs: 1.0 (NASBA/PHR).

Tuesday, January 20 • 500 Series • 2:30 to 4 p.m.

Special Offer to CAHSAH Members Only!

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