Category: Uncategorized

When it comes to senior living sales tours, more isn’t always better.

Many communities invest significant time and energy into creating the perfect tour route. The result is often a lengthy walk through every hallway, amenity and common area, packed with facts, features and information. While the intention is good, the experience can sometimes leave prospects feeling overwhelmed rather than inspired.

INFORMATION OVERLOAD IS REAL

During a recent Varsity Roundtable, Hoyle Koontz, Partner at The Vectre, shared a memorable term for this phenomenon: the “Gilligan tour.” Borrowing from Gilligan’s Island and its famous “three-hour tour,” Hoyle described the all-too-common practice of taking prospects on an exhaustive journey through every inch of a community, only to leave them stranded in a sea of details they’re unlikely to remember.

“Those three-hour tours are a waste of your time and likely wasting their time,” said Koontz. “Within one hour, prospects are going to forget half of it. Within a day, they’re going to forget 70 percent. Within a week, they’ve forgotten 90 percent.”

The challenge is that prospects are already processing a tremendous amount of information. They may be evaluating multiple communities, discussing options with family members and navigating the emotions that often accompany a major life transition. Adding even more information to the mix doesn’t necessarily help. In many cases, it creates confusion and makes it harder for prospects to identify what truly matters.

THE MYTH OF THE PERFECT TOUR PATH

Hoyle also challenged the idea of the so-called “optimum tour path.” Too often, communities follow a standardized route designed to showcase every feature, whether or not those features are relevant to a particular prospect. The dining room, fitness center and bistro may be impressive, but so do the dining rooms, fitness centers and bistros at competing communities.

What prospects remember is rarely the route. They remember how a community made them feel and whether they could envision themselves living there.

PERSONALIZATION BEATS PRESENTATION

Instead, the most effective tours focus on personalization. What is this prospect looking for? What concerns do they have? What aspects of community life are most important to them? By simplifying the experience and tailoring the conversation, sales teams can create stronger emotional connections and more meaningful conversations.

Rather than trying to show everything, focus on showing the right things. A prospect interested in social engagement may care more about resident interaction than square footage. Someone concerned about future care may be focused on healthcare services and peace of mind.

At the end of the day, prospects don’t need to see everything. They need to see enough to imagine themselves living there. Sometimes the shortest tour is the one that leaves the strongest impression.

FRESH PERSPECTIVES

The goal of a sales tour isn’t to showcase every square foot of a community. It’s to help prospects envision a better future. Communities that simplify the experience and focus on what matters most to each individual often create stronger connections, more productive conversations and ultimately better sales outcomes.

 

Consider this: 45% of LGBTQ+ older adults report a lack of companionship, and nearly half feel socially isolated. Those realities underscore why inclusive, affirming environments in senior living aren’t optional, they’re essential. As communities continue working toward more person-centered experiences, conversations around belonging, trust and cultural competency matter more than ever.

As part of Varsity’s Pride Month celebration, we caught up with Karen Cushing, Director of SAGECare Business Development and a past guest on Varsity’s weekly Roundtable. Karen has spent years helping senior living organizations better support LGBTQ+ older adults through education, advocacy and practical guidance. In this Q&A, she shares insights on inclusion, connection, Pride programming and the small actions that can make a meaningful difference.

DESCRIBE YOUR ROLE AT SAGECARE AND THE WORK SAGECARE IS DOING TO SUPPORT LGBTQ+ OLDER ADULTS. 

As Director of SAGECare Business Development, I build partnerships to expand LGBTQ+ cultural competency training across aging services, healthcare, and community providers. My work focuses on meeting organizations where they are and helping them take practical steps toward becoming more inclusive and affirming.

SAGECare supports providers with training and credentialing that improve care for LGBTQ+ older adults, ensuring they can age with dignity, respect, and a sense of belonging. This work addresses longstanding gaps, helping reduce fear and barriers rooted in past discrimination by creating environments where people feel safe being their authentic selves.

WHY DO SO MANY LGBTQ+ OLDER ADULTS STILL HESITATE TO TRUST HEALTHCARE AND SENIOR LIVING PROVIDERS? 

Many LGBTQ+ older adults approach care with caution shaped by past discrimination, including bias, denial of services, or having to hide who they were to stay safe. These experiences, rooted in a time when being openly LGBTQ+ could risk jobs, housing, or safety, still impact trust today.

Even now, gaps in cultural competency and small signals; like non-inclusive forms or assumptions, can reinforce hesitation. That hesitation is not misplaced; it’s informed by lived experience. SAGECare’s work helps rebuild trust by supporting providers in creating environments where LGBTQ+ older adults feel seen, respected, and safe being themselves.

WHY IS LONELINESS AND ISOLATION SUCH A SIGNIFICANT ISSUE WITHIN THE LGBTQ+ OLDER ADULT COMMUNITY? 

Loneliness and isolation are significant challenges for many LGBTQ+ older adults, often because traditional support systems haven’t been available or safe. While many have built strong “chosen families,” those networks can shrink over time due to loss, illness, or distance.

Stigma and fear of discrimination can also lead people to withdraw from services or even hide their identity again, making it harder to find connection. Combined with a lack of inclusive aging spaces, this can deepen isolation.

At SAGECare, we see inclusion as key to addressing this, when environments feel safe and affirming, people are more likely to connect, engage, and build a true sense of community and belonging.

WHAT ARE SOME OF THE SMALLEST CHANGES SENIOR LIVING COMMUNITIES CAN MAKE THAT HAVE THE BIGGEST IMPACT ON LGBTQ+ RESIDENTS FEELING SAFE AND WELCOME? 

Small changes can have a big impact because they signal that people are seen and belong. Inclusive language on forms, visible affirmations like Pride symbols, and clear nondiscrimination statements all help create a sense of safety.

Staff training is just as important, using chosen names and pronouns, avoiding assumptions, and showing respect in everyday interactions can build trust. Creating inclusive programming and opportunities for connection further fosters belonging.

It doesn’t have to be complex to be meaningful. Consistency, authenticity, and respect go a long way in helping LGBTQ+ residents feel safe, seen, and at home.

HOW CAN PRIDE MONTH PROGRAMMING MOVE BEYOND CELEBRATION AND CREATE MORE MEANINGFUL CONNECTION INSIDE SENIOR LIVING COMMUNITIES? 

Pride Month programming can go beyond celebration to build real connections in senior living communities. While visibility and joy matter, the greatest impact comes from creating space for storytelling, shared experiences, and meaningful conversation that foster empathy.

Pride can also serve as an entry point for education through staff training, resident discussions, and intergenerational programs that deepen understanding and support more inclusive interactions.

The key is continuity using Pride as a catalyst for year-round inclusion through ongoing programming, policies, and daily practices. When done with intention, Pride becomes more than a moment; it helps ensure LGBTQ+ residents feel seen, valued, and connected every day.

Social media is changing fast and for senior living organizations, keeping up requires more than just posting consistently. It requires stepping back to understand what’s actually shifting and why it matters. Jamil Larkins, Lead Social Media Strategist at Varsity, did exactly that as a recent guest on Varsity’s weekly Roundtable, offering marketing and sales leaders a clear-eyed look at today’s social media landscape and what it means for senior living providers.

His core message was both simple and timely: the brands that build trust through real people and genuine engagement are the ones that will stand out in an increasingly crowded feed. Below are a few Fresh Perspectives from his discussion.

SOCIAL MEDIA IS NO LONGER SOCIAL-FIRST, IT’S DISCOVERY-FIRST

Platforms have evolved from friend-and-family networks into content discovery engines. Today’s users increasingly open Instagram, TikTok and Facebook with a specific purpose, using them to search for recommendations, information and solutions rather than simply scrolling through personal updates.

TRUST IS THE NEW CURRENCY OF DIGITAL MARKETING

As AI-generated content and automated search results become more common, consumers are placing greater value on authentic human voices. Real people, real experiences, employee advocates and customer stories are becoming some of the most powerful tools brands have for building credibility and influencing decisions.

YOUR BIGGEST COMPETITOR MAY NOT BE YOUR COMPETITOR AT ALL

In a social feed, senior living communities aren’t competing only against other providers. They’re competing against every piece of content vying for attention, from national brands and sports highlights to local restaurants and family photos. Success depends on creating content that stands out in a crowded attention economy.

FOLLOWER COUNT ISN’T THE METRIC IT USED TO BE

Algorithms now determine what users see, meaning even followers may never encounter a community’s content. The discussion reinforced that discoverability, relevance and audience targeting matter more than simply growing a follower base. In many cases, most people seeing a brand’s content aren’t followers at all.

HELPFUL CONTENT OUTPERFORMS PERFECT CONTENT

Participants were encouraged to focus less on polished production and more on usefulness. Timely updates, event coverage, educational content and behind-the-scenes glimpses often resonate because they provide genuine value and make organizations feel more approachable and human.

“BE SOCIAL ON SOCIAL” IS STILL THE BEST STRATEGY

Despite constant platform changes, the most enduring lesson was surprisingly simple: engage authentically. Brands that participate in conversations, showcase real people and create meaningful interactions are the ones most likely to build trust, strengthen community connections and achieve long-term success.

Getting older is, as J.J. Hubal puts it, “a very big deal,” and pretending otherwise doesn’t do anyone any favors. What does help? A little honesty, a healthy dose of curiosity and, perhaps most powerfully, a well-timed cartoon. 

Bestselling author, cartoonist and former special education teacher J.J. Hubal joined Varsity’s weekly Roundtable recently to share the ideas behind her book, Goodbye Old, Hello Bold, a work that challenges long-held stereotypes and invites people to embrace aging with confidence and humor. Below are a few Fresh Perspectives from her discussion.

HUMOR OPENS THE DOOR TO HARD CONVERSATIONS

J.J. demonstrated how humor and cartoons can make sensitive topics like aging, loss, health and change feel more approachable. Participants were reminded that laughter can create space for honest reflection and meaningful conversations.

AGING REQUIRES LETTING GO BEFORE MOVING FORWARD

One of J.J.’s central themes was that aging well isn’t about denying reality. It’s about acknowledging what’s changed, letting go of what no longer fits and creating room for new possibilities, experiences and relationships.

COMMUNITY OFTEN OUTWEIGHS CONVENIENCE

Discussions about downsizing, aging in place and senior living reinforced that people aren’t just choosing a place to live. They’re choosing connection, purpose and belonging. For many older adults, the real value of a move is gaining community rather than simply reducing maintenance.

THE BIGGEST AGING DECISIONS START WITH CONVERSATION

Whether discussing downsizing, future living arrangements or changing family dynamics, participants were reminded that proactive conversations are far better than waiting for a crisis. Open communication creates more choices and better outcomes.

AGING ISN’T ONE-SIZE-FITS-ALL

Health, finances and relationships affect everyone differently. J.J. encouraged attendees to focus less on aging stereotypes and more on helping people navigate their own unique circumstances with honesty, flexibility and self-awareness.

PEOPLE CONNECT WITH AUTHENTICITY

The strongest themes in J.J.’s work came from real-life experiences, frustrations and observations. Participants were reminded that the most relatable stories, messages and marketing often come from genuine human experiences rather than polished talking points.

Music can do more than entertain, it can create connection, reflection and even healing. In a recent episode of Varsity’s Roundtable Talk, we talked with Stuart Malina, longtime Music Director and Conductor of the Harrisburg Symphony Orchestra and Tony Award-winning orchestrator.

In the conversation, Stuart discussed why music often resonates more deeply as we age, how live concerts create powerful shared experiences and the surprising ways music can unlock memory and emotion. Stuart also reflects on working with Billy Joel and Twyla Tharp on Broadway’s Moving Out and shares advice about creativity, confidence and defining success for yourself.

Check out the full episode here.

WHAT HAVE YOU OBSERVED ABOUT HOW PEOPLE’S RELATIONSHIP WITH MUSIC CHANGES AS THEY AGE?

The core audience of classical music is older. I would say probably averaging somewhere in the upper 60s to lower 70s. I don’t think this is a coincidence. I think that there is something about classical music that resonates perhaps a little bit more intensely with older audiences. Music speaks to everybody, but as you get older, different kinds of music will bring responses. 

I speak to a lot of people who say the same thing: I grew up and I loved the pop music of my time, and of course I still do. But now I’m beginning to understand this music a little bit better and it speaks to my heart.

WHY DO YOU THINK MUSIC BECOMES MORE MEANINGFUL LATER IN LIFE?

If there is wisdom, it’s just kind of being able to look at life with a little bit more grand perspective, and I do think that might be part of why there’s a response to not just music, but any kind of great art as you get older. 

I also think that part of it is patience. As you get older, I do think there is a greater ability to just sit back and enjoy a journey. So much of classical music is just allowing yourself to enjoy the progression of an emotional arc or the progression of a beautiful long phrase. And I do think that comes a little bit more easily when you’re older. But the last thing might even be just a practical issue, that older people just have a little bit more time.

RESEARCH HAS SHOWN THAT MUSIC CAN SUPPORT MEMORY, MOOD, AND BRAIN HEALTH. DOES THAT ALIGN WITH WHAT YOU’VE SEEN PERSONALLY?

I actually think that music is unbelievably powerful. I do think that music speaks to parts of the brain that you can’t reach in other ways. We have a great friend of the orchestra who brought her husband to concerts. He was suffering from very severe Alzheimer’s, to the degree where he really couldn’t remember anything and he didn’t remember who people were. 

She brought him to the concerts because when he walked in the concert hall, suddenly he was who he was before. He was recognizing members of the orchestra. And she said that for that one hour and 45 minutes or two hours, he was himself again. And then they would leave and it would be back to his old world. So something’s going on there. 

Great events don’t happen by accident. The most effective ones are designed to build relationships, create meaningful engagement and help prospects move forward in their decision-making journey.

That was the focus of a recent discussion on Varsity’s weekly Roundtable, where Leslie Dominguez and Jim Alford of Greystone Communities shared how organizations can use event-based marketing to strengthen prospect connections, support sales efforts and drive occupancy. From educational programs and resident ambassadors to strategic follow-up and targeted events, they offered practical ideas for turning experiences into results. Below are a few Fresh Perspectives from their discussion.

EVENTS WORK BECAUSE THEY FEEL LESS LIKE SALES APPOINTMENTS

Prospects who may avoid a one-on-one sales conversation are often much more comfortable attending a group event first. The most effective events create a relaxed environment where people can begin picturing themselves as part of the community.

RESIDENTS ARE OFTEN THE MOST POWERFUL SALESPEOPLE

Authentic conversations with residents, future residents and even family members consistently build more trust than polished sales presentations. Prospects want to hear directly from people already living the experience.

SMALL, TARGETED EVENTS CAN OUTPERFORM LARGE ONES

Bigger crowds don’t always lead to better results. Some of the most successful events are intimate, highly targeted gatherings built around a specific audience, lifestyle or inventory need that allow for deeper conversations and stronger connections.

THE BEST EVENTS LEAD WITH EDUCATION, NOT SALES

Communities that position themselves as trusted resources through topics like brain health, downsizing or senior living education often build stronger long-term relationships. Low-pressure educational events help prospects feel informed rather than sold to.

RETENTION EVENTS MATTER JUST AS MUCH AS LEAD GENERATION

Future residents on waitlists or in pre-marketing phases need ongoing engagement and reassurance. Consistent communication, varied programming and relationship-building events help keep excitement high and reduce fallout before move-in.

A MARKETING EVENT WITHOUT FOLLOW-UP IS JUST A PARTY

Successful events require intentional strategy before, during and after the event. Clear goals, strong lead tracking, thoughtful seating, personalized follow-up and consistent CRM management are what ultimately turn events into occupancy growth.

The future of senior living may depend less on new buildings and amenities and more on whether the industry is willing to rethink culture, autonomy and the resident experience itself. In this episode of Varsity’s Roundtable Talk, Derek sits down with Steve Moran, founder and publisher of Senior Living Foresight, one of the industry’s most influential media platforms.

Known for his candid commentary and sharp observations, Moran has spent years challenging operators to rethink leadership, culture, transparency and the overall resident experience. Derek and Steve discuss why the industry may have more of a culture crisis than a staffing crisis, how operators can better empower residents and families and why storytelling may be the key to changing perceptions of senior living for future generations.

Check out the full episode here.

WHAT’S THE REAL STORY IN SENIOR LIVING RIGHT NOW THAT PEOPLE AREN’T TALKING ABOUT ENOUGH?

As you know, we have great occupancy. We’ve had the best occupancy that we have ever had in my lifetime. And that’s really, really good news. What’s interesting to me, there are two things that are really interesting to me. The first is that when I talk to operators and leaders, there seems to be a sense of apprehension or fear like, ‘This is really good, but it feels like disaster is just around the corner.’ Probably some of that’s from the COVID hangover.

The other thing is we have operators who are just crushing it at huge margins and huge occupancies, while there are still some people out there that are really, really struggling. So much of it comes down to the operator and how they run their business because it can be super successful or really, really tough.”

ARE SENIOR LIVING COMMUNITIES TRULY ALIGNED WITH WHAT TODAY’S OLDER ADULT WANTS?

There’s this widespread belief that baby boomers are going to want something very different. I think there are a few things, but mostly as we get older, we’re going to want the same things people have always wanted.

Part of the biggest problem is that if we’re honest about the industry, senior living is still the last resort. I choose senior living when I can no longer live at home. That might mean I don’t want to take care of my yard anymore, I don’t want to cook or grocery shop anymore or it might mean I have real care needs. I’m not sure the industry is fully aligned with what people actually want because too often the focus is on providing the least amount of service at the lowest cost to maximize margins.

WHAT ARE OPERATORS DOING WELL RIGHT NOW — AND WHAT ARE THEY STILL GETTING WRONG?

I think operators are getting dining pretty right. They understand that dining is one place they touch residents’ lives three times a day. I think transportation is improving too and communities are building better physical spaces.

But I think they’re still not giving residents enough control over their own lives. I heard from a resident recently who said they were thrilled because residents had finally won the ability to choose what channel played on the TV behind the bar four days a week. And I’m thinking, this shouldn’t even be a battle. Those are the kinds of things I think we’re still getting wrong.

IS THE WORKFORCE CRISIS REALLY A STAFFING PROBLEM?

I don’t think we have a real staffing crisis. I think we have a culture crisis.

As long as there are people willing to work at McDonald’s, Taco Bell and Starbucks, we don’t have a staffing shortage. We have organizations that haven’t created cultures where people feel valued, appreciated and connected to purpose.

When you create a great work environment where people feel like they’re changing lives and love coming to work every day, they tell their friends about it. Goodwin House gets something like 900 applications a month. They hire the best people and the rest go elsewhere. That tells me the problem isn’t a lack of workers. It’s culture.

—————

This collaborative article features insights from Derek Dunham of Varsity, MaryJane Fitts of Greystone Communities and Cameron Martin of The Highlands at Wyomissing following their presentation at the LeadingAge PA Annual Conference.

—————

Senior living waitlists were originally designed to solve a simple problem: hold future demand until an apartment becomes available. But today’s senior living consumer journey is far more complex than simply adding a name to a list and waiting for the phone to ring.

That’s why more senior living communities are rethinking the traditional waitlist model and moving toward membership-based programs designed to create earlier engagement, stronger emotional connection and more predictable occupancy growth. 

That topic was front and center during a recent presentation at the LeadingAge PA Annual Conference, where Varsity’s Derek Dunham joined MaryJane Fitts of Greystone Communities and Cameron Martin of The Highlands at Wyomissing to discuss how communities can transform passive waitlists into active membership experiences.

WHY TRADITIONAL WAITLISTS ARE FALLING SHORT

The conversation focused on a growing challenge facing senior living sales teams. Traditional waitlists often create long periods of inactivity. Prospects join, disengage and remain emotionally disconnected from the community. Sales teams spend time servicing depositors without always knowing who is truly ready to move. Meanwhile, demand for senior living continues to rise as the 80+ population grows rapidly over the next several decades.

Today’s prospects also move through the decision-making process differently than previous generations. Some are actively planning for a move within the next year. Others may be exploring options years in advance. Treating every prospect exactly the same creates friction for both sales teams and future residents.

THE HIGHLANDS AT WYOMISSING: A MEMBERSHIP MINDSET

The Highlands at Wyomissing offered a real-world case study of how communities can rethink the process. With a current waitlist of roughly 460 prospects and approximately 30 to 35 move-ins annually, the organization sees an opportunity to better align engagement with how prospects actually make decisions today.

Rather than treating every prospect the same, The Highlands is developing a tiered Future Residents Club built around different levels of readiness. The Reserve Club is designed for individuals likely to move within 18 months and includes a larger refundable deposit alongside priority benefits and incentives. The Explorer Club will focus on prospects who may still be three to five years away from moving but want to remain engaged with the community over time.

The organization also hosted focus groups with both current and future residents while developing the program. One key takeaway emerged quickly: simple was better. Prospects wanted clarity around expectations, benefits and next steps rather than overly complicated structures or processes.

BUILDING CONNECTION BEFORE MOVE-IN

The shift reflects a broader understanding of how senior living decisions are made today. Prospects don’t fall in love with floor plans or amenities. They connect emotionally to lifestyle, relationships and community identity. That’s why membership-based programs often include dining experiences, events, lifestyle access, downsizing support and financial planning guidance long before move-in occurs.

The goal is not simply to create more activity. It’s to create more meaningful engagement that shortens decision timelines, improves confidence and strengthens future occupancy pipelines. Communities also benefit operationally through clearer engagement paths, more intentional sales conversations and stronger prioritization of near-term move-ins.

The communities that win in the years ahead will be the ones that build relationships long before a move-in ever happens. Membership-based programs create that opportunity by turning future residents into active participants in community life earlier in the journey. 

————-

The following is a guest blog entry from Larry Carlson. Larry is an advisor, board member, and author of Avandell: Reimagining the Dementia Experience. A longtime CEO in senior living, he now writes and speaks about helping older adults finish strong — living with purpose, vitality, and impact in their third age.

————-

It’s Monday morning. The numbers came in late Friday.

They’re down. Again. Not dramatically. Not enough to cause alarm. But enough to feel it.

She’s already run through the explanations in her head. Seasonality. Market shifts. Increased competition. All true.

None of it changes the number.

She walks into the conference room a few minutes early. The team will be in soon—sales, operations, nursing. They’ll be looking to her for direction. For tone. She knows what the conversation needs to cover.

Leads. Conversions. Follow-up. Urgency.

She also knows something else. What gets said in this room today won’t just shape the next 30 days. It will shape the culture. Because under pressure, something subtle begins to happen.

Standards start to bend. Language starts to shift. Decisions get made a little faster, and a little differently.

Not all at once. But enough. And for a moment, there’s a choice. When occupancy drops, the real risk isn’t the number. It’s what leaders are willing to trade to fix it. Because census pressure doesn’t just test your strategy. It reveals your culture.

Maybe you’ve been in a room like that.

In my experience, there are three places where that shows up most clearly.

Early Warning Signs – When culture starts to slip

Culture rarely breaks all at once. It erodes quietly. A phrase here. A decision there. A moment that doesn’t quite sit right—but gets rationalized and moved past.

Language begins to change. Residents become “units.” Move-ins become “wins.” Conversations become more about pace than people.

High performers—especially in sales—may begin to get a little more latitude. Not intentionally. But because the pressure to produce is real. And slowly, what was once non-negotiable starts to feel… flexible.

The challenge is that none of this looks like a problem in isolation. But over time, it becomes the culture.

TRY THIS: 

Before your next leadership meeting, ask yourself—and your team:

“What have we started tolerating in the past 30 days that we wouldn’t have accepted before?”

Don’t rush past the answers. That’s where culture is either being protected… or traded.

Decision-Making Under Pressure – Where values get tested

Most organizations don’t abandon their values. They just begin to reinterpret them under pressure. The conversation shifts.

“This is what we believe… but in this case…”

“We wouldn’t normally do this… but given where we are…”

And often, the decision itself doesn’t feel dramatic. It feels reasonable. Necessary, even. That’s what makes it dangerous. Because culture isn’t shaped by the decisions you’re proud of. It’s shaped by the ones you justify.

Pressure doesn’t create values conflict. It exposes it. And in those moments, leadership isn’t about having the right answer. It’s about having the discipline to pause long enough to see what’s at stake.

TRY THIS: 

Before making a key decision, ask:

“If this decision became visible to every team member, would it strengthen trust… or weaken it?”

You may still make the same call. But you’ll make it consciously.

Communication – Setting tone without creating fear

When census is down, teams don’t just look for direction. They look for signals. What matters now? What’s changing? What’s not?

Some leaders respond by increasing pressure. More urgency. More accountability. More focus on the number. Others go the opposite direction—softening the message, trying to protect morale by minimizing the reality. Neither approach builds trust.

Because your team already knows. They see the numbers. They feel the shift. What they need isn’t spin. They need clarity—and steadiness.

The ability to say: Yes, this matters. Yes, we feel it. And no, it doesn’t change who we are. That’s what anchors a team. Not the absence of pressure. But the presence of leadership within it.

TRY THIS: 

In your next team communication, name both sides clearly:

• The reality you’re facing
• The values that won’t change because of it

Say it out loud. And then live it in the decisions that follow.

In that Monday morning meeting, the numbers will get discussed. They should. Plans will be made. Expectations clarified. But something else is happening at the same time. Your team is watching. Not just for direction. For signals.

What matters now? What’s negotiable? Who are we under pressure?

And over time, those signals become your culture. Not because you declared it. But because you led it, especially when it was hardest to do so.

The future of aging services may depend less on adding more programs and more on rebuilding something many communities have quietly lost: human connection. 

Across healthcare, caregiving and senior living, loneliness and isolation are increasingly driving both physical and emotional health challenges, forcing organizations to rethink how care, housing and support systems are designed for a rapidly aging population. That was the focus of a recent conversation on Varsity’s weekly Roundtable featuring Angela Bovill of Ascentria Care Alliance, who shared insights drawn from decades of experience across the broader human services landscape. Below are a few Fresh Perspectives from her discussion.

ISOLATION MAY BE THE BIGGEST HEALTH CRISIS WE’RE OVERLOOKING

Across nearly every population Ascentria serves, loneliness and disconnection are driving both mental and physical health challenges. Aging services can’t just focus on care delivery anymore — they also have to rebuild human connection and community.

PEOPLE DON’T LIVE THEIR LIVES IN CATEGORIES

Aging, disability, caregiving, immigration status and economic hardship often overlap in the same person or family. Systems built around isolated labels and funding silos don’t reflect how people actually live or what holistic care truly requires.

AI SHOULD REDUCE ADMINISTRATIVE BURDEN, NOT REPLACE HUMAN CARE

Technology can absolutely help streamline paperwork, compliance and back-office work, but replacing companionship, empathy and trust with AI risks deepening the very isolation already harming people.

MULTIGENERATIONAL AND SHARED LIVING MODELS ARE LIKELY TO GROW

Traditional aging-in-place models may become increasingly difficult as workforce shortages intensify. ADUs, co-living arrangements and multigenerational housing could become more practical, affordable and socially connected alternatives.

SENIOR LIVING COMMUNITIES NEED TO MOVE BEYOND “CARETAKING”

Older adults still want purpose, contribution and engagement with broader communities. Future models will need to create opportunities for residents to mentor, volunteer, work and remain integrated into everyday life rather than simply being cared for.

SOCIAL ENTERPRISES CAN CREATE BOTH IMPACT AND FINANCIAL STABILITY

By turning mission-driven expertise into sustainable businesses, organizations can generate revenue, create jobs and reduce dependence on shifting government funding or donor priorities.

THE FUTURE OF AGING SERVICES WILL REQUIRE BIGGER, MORE CREATIVE THINKING

Current systems were largely built for a different era of family structure, economics and longevity. Solving today’s aging challenges will require reimagining housing, caregiving, workforce development and community connection at the same time.