Meet Jon Fletcher, president and CEO of Presbyterian Houses & Companies (PHS). Fletcher has been on the helm of the 70-year-old group since February 2025, bringing 15 years of management expertise to the St. Paul, Minn.-based nonprofit, faith-based group.
As we speak, PHS gives care and providers for greater than 37,000 older adults, with the devoted assist of almost 8,000 group members, by way of 61 PHS-affiliated senior dwelling communities in Minnesota, Iowa and Wisconsin, in addition to by way of its Optage residence and group providers. The group additionally co-owns Minnesota’s largest geriatric main care follow, Genevive, which serves greater than 15,000 older adults.
On this Changemakers interview, Fletcher talks about what wants to alter in senior dwelling, and particularly why messaging and public notion of senior dwelling wants to alter. He additionally shares his tackle the most important profession change he’s ever encountered, what TV present he sees senior dwelling mirroring most and extra.
In what methods do you suppose the senior dwelling business is altering proper now?
I imagine the business as an entire is seeing a generational handoff from the Silent Technology to child boomers, and with it, a significant shift in expectations. As we speak’s older adults need greater than care. They need objective, flexibility and authenticity. In the meantime, our excessive priorities embrace navigating more and more difficult workforce shortages, regulatory pressures, a speedy rise in prices and the necessity to combine know-how in ways in which propel the enterprise ahead whereas nonetheless supporting extremely customized care. The business is being requested to adapt quicker than it ever has earlier than.
In what methods do you suppose senior dwelling operators want to alter for the incoming technology of older adults?
Older adults are wanting to co-create their expertise, slightly than merely settle for the established order. Which means extra customized service fashions, transparency and alternatives for significant engagement. At Presbyterian Houses & Companies, we’re persevering with to construct on our person-centered care mannequin and convey households and associates alongside for the journey.
How do you suppose the senior dwelling business can change to raised educate potential residents and their households within the years forward?
By simplifying the language surrounding older grownup care, clarifying the worth senior dwelling communities provide and main with a really private relationship-focused strategy, I’m assured our business can have a optimistic impression. Some households don’t begin searching for senior dwelling till they’re in disaster. In my expertise, that’s too late. Messaging must be proactive, hopeful and targeted on values and alternative slightly than simply information.
In what methods can senior dwelling corporations change the general public’s notion of the business?
Senior dwelling suppliers ought to emphasize the friendships, hope, objective and pleasure that exist in senior dwelling. Public messaging should mirror objective, belonging and impression — particularly in a tradition the place loneliness and disconnection are growing. At PHS, our Christian values deeply form our group, fostering a shared sense of belonging and objective for each group members and residents. We wish to honor God by enriching the lives and touching the hearts of older adults.
Inform us about a few of your latest efforts to alter the senior dwelling business for the higher.
One main initiative is our continued long-range emphasis on creating and preserving middle-income senior housing, which is a difficult however worthy effort. We purpose for 60% of our properties to be reasonably priced to middle-income residents, with a further 20% focused to lower-income residents. Past infrastructure, we’re endowing chaplain positions to protect our faith-filled mission constructing profession pipelines and investing in coaching by way of the Hugh Okay. and Margaret S. Schilling Management Institute at PHS to develop Christian senior dwelling leaders for the subsequent technology.
Is the senior dwelling business transferring shortly sufficient to alter within the methods it must?
In lots of instances, no, however the urgency is changing into tougher to disregard. The convergence of demographic shifts, staffing shortages and regulatory pressures will power quicker innovation. At PHS, we’re leaning into that actuality with a 2040-focused technique together with know-how transformation, continuum integration and management growth to actively form the longer term.
Change is tough. Are you able to speak about a time while you tried to execute a change and issues didn’t go in keeping with plan?
There’s little doubt that typically change administration and transformation work, whereas mandatory, will be difficult. One space for potential enchancment stands out as the introduction of latest system functions.
Whereas the core know-how proved strong, our preliminary expertise highlighted the vital want for complete coaching and devoted assist. Shifting ahead, we’re taking beneficial classes from this by refining our rollout technique and considerably investing in hands-on help to make sure widespread adoption and construct confidence within the new instruments.
What’s the most important change you ever made in your profession or life? How did it go and what did you be taught?
My transition from a for-profit housing group to faith-based senior dwelling wasn’t merely a profession change; it was a profound calling. I felt a deep want to serve older adults with a give attention to objective and real compassion. This journey has taught me that true success lies not simply in setting up buildings, however in cultivating communities the place each particular person feels liked, valued and actually identified.
What recommendation do you will have for different senior dwelling corporations implementing their personal changemaking efforts?
Make clear your “why,” root it in mission and keep relentlessly attuned to each information and folks. Mix macro insights, like broad financial and demographic developments insights, with micro-listening from residents and employees. Change that lasts comes from alignment, not simply ambition. And have fun progress, even when it’s small.
What fictional character would you enlist to assist change the senior dwelling business for the higher this yr?
Obi-Wan Kenobi. He’s clever, mission-driven and has a deeply grounded purposeful calling. However he’s additionally pragmatic, strategic and prepared to adapt. He understands the stability between custom and transformation, which is precisely what senior dwelling wants proper now. He’s a mentor at coronary heart, fiercely loyal and all the time advocating for the dignity of others. Plus, let’s be sincere, he’d deal with CMS laws like a Jedi Thoughts Trick, with strategic finesse.
Fake the senior dwelling business is a streaming service. What film or tv collection finest describes the business proper now? And should you may change to a brand new film or tv collection, what wouldn’t it be and why?
Proper now? Most likely The Workplace: well-intentioned, snug in routines however stuffed with coronary heart. The place we’re headed? Ted Lasso: optimistic, people-centered and courageous sufficient to steer with perception.
