• Business and Strategy of Seniors Housing and Care
• Creating Value through Service Excellence
• Delivering Results through a Distinguished Culture
• Development
• Finance, Underwriting and Investment Analysis
• Global Aging and the Future of Social Security, Medicare, and Medicaid
• Management and Operations
• Organizational Excellence and Continuous Quality Improvement
• Sales and Marketing
• Understanding and Managing the Risks of Seniors Housing and Care

New Professional Certificates

Certificate in Leadership, Seniors Housing and Care
* The Business and Strategy of Seniors Housing and Care
* Management and Operations
*Organizational Excellence and Continuous Quality Improvement

Certificate in Finance, Seniors Housing and Care
*The Business and Strategy of Seniors Housing and Care
*Protection and Management of Organizational Assets
*Finance, Underwriting and Investment Analysis

Certificate in Marketing and Sales, Seniors Housing and Care
*The Business and Strategy of Seniors Housing and Care
*Development
*Sales and Marketing

The Business and Strategy of Seniors Housing and Care
Led by Brian Swinton
February 27 - March 2, 2007

Location:  Renaissance Harborplace Hotel in downtown Baltimore

The Business and Strategy of Seniors Housing & Care provides an excellent overview for all executives in any aspect of seniors housing and care and serves as a robust first course in the Executive Education program. It provides an intensive and comprehensive overview of the primary senior housing “products” —CCRC’s independent living, assisted living, dementia care, and skilled nursing. A separate module of the course is devoted to each of the six primary departmental disciplines: feasibility, finance, operations, sales & marketing, market research, and risk management.. This vital overview ranges from the industry’s history, customers and competition to the importance of identifying and implementing successful strategies.

Seasoned industry leaders will present various modules. Lead instructor Brian Swinton has served in major industry positions for more than 20 years, including as the head of Marriott Senior Living’s Assisted Living group, Executive Vice President of Sunrise Senior Living and President of Sunrise AtHome Assisted Living. John Erickson, the founder, chairman and CEO of Erickson Retirement Communities and the primary benefactor for the Erickson School, will participate as a guest lecturer during the course and challenge students to think in new ways about their organizations and the field itself.

Class Agenda
PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Finance, Underwriting and Investment Analysis
Led by Ray Braun, President, Health Care REIT, Inc.
March 13 - 16, 2007

Location:  Renaissance Harborplace Hotel in downtown Baltimore

This course will provide an in-depth analysis of the financing process in seniors housing from start to finish, including the initial valuation, underwriting, closing due diligence, and post closing asset management. It is designed for real estate lenders, specialty lenders, equity
investors, and financial professionals and executives of seniors housing
operators
.
The course will begin with an overview of the seniors housing industry. Traditional investment analysis techniques will be reviewed and specifically applied to seniors housing, including valuation, underwriting, and risk assessment. Representatives from premier health care
investment firms will then review their specific products and analysis techniques. Among the products that will be discussed are operating leases (i.e. real estate investment trusts), bank financing, government sponsored lending (i.e. HUD, Freddie Mac, Fannie Mae), mezzanine financing, equipment financing, accounts receivable financing, and equity investing.

The closing due diligence process will also be discussed in detail,
including a review of surveys, title insurance, licensure, zoning, environmental
assessment, and property conditions.
Finally, the asset management process will be analyzed, including a
review of assessing and managing payment risk.

Class Agenda
PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Organizational Excellence and Continuous Quality Improvement
Led by Tony Ingelido, Director of Quality Assurance, Intellidyne
March 26 - 29, 2007

Location:  Historic Inns of Annapolis in Annapolis, MD

This course is designed to provide specific instruction in all of the components of service and care delivery quality within the seniors housing and long term care arena. The course will start with the business case for quality, provide a solid foundation in definitions due to the plethora of terms used in this area, and highlight the differences between product and service companies. Prevalent quality systems and models will be examined including Malcolm Baldridge, ISO 9000
and Six Sigma. In addition, quality systems and models specific to the seniors housing and care industry will be studied including JCAHO, Quality First, Eden Alternative and the Pioneer Network.

Actual results will be examined from several companies and properties in seniors housing & care which have been on this journey for a number of years.

The connection between quality and strategic thinking, mission and values will be explored as well as the process improvement system and specific quality tools to employ.

The critical link between employee loyalty and resident loyalty will be discussed in detail including the difference between satisfaction and loyalty and techniques to truly understand the customers we serve. The difference between outcome and resident perception will also be
explored.

The course will finish with performance management issues and techniques including the balanced scorecard and benchmarking efforts. Management strategies and methods for sustaining results and making service quality and performance management all part of the culture of a company will also be covered.

PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Management and Operations
Led by Chris Hollister, President, Hollister and Co.
April 18 - 21, 2007

Location:  Historic Inns of Annapolis in Annapolis, MD

This course is designed to examine best practices in the management and operations of the professional seniors housing & care company. It begins with an explanation of the diversity, size and complexity of the industry. It proceeds to focus on the science of management and ethical leadership as it applies to our field, and the importance of strategic thinking, obtaining a sustainable competitive advantage through uniqueness, lower cost or better objective value, and providing economic value above the cost of capital.

The crucial role of employee engagement, loyalty and service quality are examined in detail as well as the necessary passion for understanding residents and achieving resident loyalty. The role of corporate culture, organizational excellence and performance measurement, including the balanced scorecard, are explained in the context of delivering service quality and clinical outcomes in health care.

The course proceeds to examine operations of the various functional areas including the role of management information systems and technology. It also addresses best practices in food service, hospitality, maintenance, social activities and other areas.

The course concludes with an examination of financial management and reporting and the critical role of risk management in an increasingly regulated, litigated and competitive environment.

Class Agenda
PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Global Aging and the Future of Social Security, Medicare, and Medicaid
Led by Dr. Joe Gribbin
May 1-4, 2007

Location:  Renaissance Harborplace Hotel in downtown Baltimore

It is very likely that the compound even that will define the economic, social and geopolitical future of the United States and the world as a whole over the next half century will relate to global aging and the mammoth scale of unfunded social insurance programs. Worldwide, the age pyramid that has existed since the dawn of man and that places many young people at its base and fewer and fewer of older ages at its peak is now turning upside down. Rising life expectancies and declining birth rates provide the foundation for these inevitable trends. While the number of people age 65 and older in the US was 35.5 million in 2000, we expect the number to double to more than 70 million by 2030. In fact, in America, every 10.9 seconds, someone turns 60.

An issue closely related to global aging and one that threatens the financial well-being of the United States and nations worldwide is the unfunded liability of social insurance programs (Social Security, Medicare, Medicaid). Assuming that the Federal Government does not renege on its present schedule of social insurance benefits, it is estimated that to cover its obligations, either FICA tax rates will have to double or income tax rates would have to increase by 78% (or some combination of the two). Such an outcome would place an extraordinarily heavy burden on individuals and on the economy as a whole. Moreover, this magnitude of the transfer of debt obligations to future generations poses basic and serious moral issues. These developments portend unprecedented implications for the world's economies, the relationships between the developed and third-world countries, immigration patterns, monetary flows, debt issues and the geopolitical foundations of our world.

This program will explain the individual, social, and corporate/institutional implications of the impact of global aging and the future of Social Security, Medicare, and Medicaid.

PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Understanding and Managing the Risks of Seniors Housing & Care
June 6-9, 2007
Led by Allen Lynch, Partner, Nixon PeabodyLLP

Location:  Harbor Court Hotel in downtown Baltimore

The seniors housing and care field offers the possibility of substantial personal, professional and financial rewards to its stakeholders. However, these potential rewards also come with substantial risk, and may not come at all without understanding and effectively managing that risk. In fact, seniors housing & care may be the ultimate risky business, and therefore every stakeholder in the field must be, at some level, a risk manager. No matter what your role -- risk manager, CFO, quality manager, operations professional, equity investor, debt underwriter, general counsel, service provider, or consultant -- your knowledge of the seniors & housing care field is fundamentally incomplete if you do not understand the inherent risks which must be well
managed to survive, let alone thrive.

Taught by an all-star faculty of thought leaders from the nation’s premier for-profit and non-profit organizations, Understanding and Managing the Risks of Seniors Housing & Care, is an in-depth examination of seniors housing & care operations risks and best management practices. The four day course is a dynamic experience that combines on-site and off-site learning experiences, and is organized around three themes.

First, the foundations of risk management are explored in detail – interpreting industry data and experience to identify the risks in providing seniors housing & care across the continuum; exploring the design and implementation of a best-in-class risk management program; and optimizing the use insurance, self-insurance and captives.

This first theme alone provides class attendees with insights and strategies that can have a meaningful impact on improving net operating income. After foundations, the theme shifts to a focus on property types, with instructors and participants exploring the risks inherent in, and unique to, independent living models, assisted living, skilled nursing and CCRCs. Leaders from each of these industry segments share insights and techniques in identifying and managing risks, as well as lessons learned from losses and mistakes. The third and final theme features the “Achilles’ heels” of seniors housing & care by examining the five areas in which material losses occur to even the best owners and operators. All the lessons of the course are then put to their most extreme test in a real courtroom where experienced trial attorneys conduct a mock trial (based on an actual case), in which the class is the jury and the very survival of the defendant management company, owner and investor is at stake.

PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Protection and Management of Organizational Assets
Led by Allen Lynch, Partner, Nixon Peabody, LLP
June 6 - 9, 2007

Seniors Housing and Care can be one of the most rewarding fields to be involved in personally, professionally and financially. It can also one of the riskiest due to such issues as the vulnerability of our customers, extensive regulation, pressure on earnings, attention of the media, labor shortages and a litigious environment in the industry. Whether you are in operations or are a financier or a service provider, Risk Management will provide you with insights regarding the risks unique to independent living, assisted living, skilled nursing facilities and continuing care retirement communities. Attendees of the course will return to the field with leading edge "put them to work" strategies.

The course will begin with foundational risk management, namely, identifying and managing transaction risks which can dramatically affect operational outcomes. Many negative operational outcomes can be traced to poor risk management during the development or acquisitions stage, for example, not understanding the effect of level of care regulatory constraints on a service model.

The focus then shifts to operations and the key principles of operations risk management applicable to all seniors housing property types. From optimizing insurance protection (whether conventionally or through a captive) to reorganizing the enterprise to protect assets, these strategies will be of use to the full spectrum of seniors housing and they set the stage for the risk issues and management approaches unique to each property type. These strategies also form the basis for establishing a regulatory compliance program.

The course will conclude with additional information on identifying and managing key risks across the property types and within different levels of the enterprise. Students will learn about the risk environment -- where the claims and the losses come from. Finally, students will participate in the ultimate risk management context -- a trial. Based on an actual trial involving a large operator, students will assume the role of participants in the trial and present the case to a jury of their peers. The goal is to avoid such an outcome in the real world.

PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Sales and Marketing
September 17-20, 2007
Dave Smith, President, One on One, Service to Seniors

Location:  Historic Inns of Annapolis in Annapolis, MD

This course will examine best practices in sales and marketing at the professional seniors housing & care company. It begins with an understanding of the critical importance of marketing and sales to the success of any property, how it is linked to strategic thinking and a sustainable competitive advantage, and why the most successful companies treat everyone as a sales person.

It proceeds to the importance of understanding customers’ needs, wants and expectations and segmenting market opportunities through sophisticated market research methodologies. The importance of price and value are discussed in detail, including the different pricing plans and models in the context of designing and delivering a customer-focused, product/service package and how to obtain honest feedback and improve through ongoing resident satisfaction research.

The course then examines the science of promotion, specifically initial and ongoing lead generation, the concept of investment versus cost, and the entire marketing and selling process.

The role and development of the marketing plan is discussed in detail including how to select the communication strategy and mix of promotional tactics that are most effective in this field, including direct mail, events, publicity and outreach.

The course concludes with the crucial role of the personal selling process including selecting outstanding sales talent, the science of persuasion, the role of rapport building and creative follow-up, developing perseverance and overcoming sales call reluctance. The management of the marketing and sales process is also covered in detail including the use of mystery shopping and best practices in sales training.

PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Development
October 9-12, 2007
Phil Golden, President, Brightview Senior Living

Location:  Historic Inns of Annapolis in Annapolis, MD

This course is designed to examine the entire development process of the professionally managed company. It begins with a thorough overview of the complexity and risk of the seven segments of the development process and the crucial role of strategy, market and consumer research, financial feasibility and site selection.

The course proceeds to the key role of project financing including the choices of equity, debt and hybrid structures and the specialized financing techniques that allow for lower equity contributions. A special emphasis is given to evaluating the viability of a project for financing as opposed to just the viability of the market.

The course then covers the architectural design and programmatic issues in detail using exercises on land planning. It then focuses on the construction process and project management issues, including the different choices in structuring the construction contract and how to best align interests.

The course ends with trends in innovation and the impact of technology on the construction and design of properties.

PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Creating Value through Service Excellence
November 13-16, 2007
Led by David Sachs, Vice Dean, The Erickson School and Bill Fulmer, Professor, The Erickson School

Location:  Harbor Court Hotel in downtown Baltimore

Designed to examine service excellence in the professional seniors housing & care company, this course will examine the relationship between employee and customer loyalty and satisfaction and the creation of organizational value.   Using the value profit chain model as its foundation, the course will examine the premise that the key to obtaining the loyalty and satisfaction of residents and their families lies in creating loyal and satisfied employees.  It will also explore the notion that successful and innovative companies exceed the satisfaction of residents and their families and in the end receive their loyalty by treating customers like employees and employees like customers.

The course will look at case examples from outside seniors housing and care to draw lessons from beyond the industry, as well as examine examples of exemplary service within the industry.

Creating Value through Service Excellence will provide frameworks and tools that enable participants to strengthen the management and delivery of resident service.

PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Delivering Results through a Distinguished Culture
December 4-7, 2007
Led by Jill Haselman, Senior Vice President, Organizational Development and Culture, Benchmark Assisted Living

Location:  Renaissance Harborplace Hotel in downtown Baltimore

Too many organizations diminish the strategic and tangible impact of an exceptional company culture.  The seniors’ housing business is almost purely about service quality and delivery, not to mention innovation and differentiation.  Bottom line results are a direct outcome of a strategically aligned plan for cultural effectiveness.

Critical core components include, but are not limited to, the establishment of authentic values, root expectations around behaviors and job accountabilities, leadership effectiveness, aligned incentive compensation, performance management, etc…  This program will take the participant(s) through an experiential process, resulting in a draft business plan that is founded on a strategy for cultural superiority.  The goal is to assist participants in enhancing their business plans through a different vantage point—all centered on the people who deliver our services and the impact a sound strategy will have on the bottom line.

PDF registration form is available.
Please print and fax to 443-543-5410, attention Ann Smoot.
For additional information please call Melissa Roane at 443-543-5646 or melissar@umbc.edu

Hotel Information
Hotel: RESIDENCE INN BY MARRIOTT - ARUNDEL MILLS is holding a block of rooms for each course. The special group rate is $145 a night for a one bedroom suite. The course room rate is only available until 30 days before the start of each course. Please call 410-799-7332 or 1-800-331-3131 to make a reservation and identify yourself as a member of the UMBC group.  The Residence Inn by Marriott provides complimentary shuttle to and from BWI airport and Arundel Mills, high speed internet, and a 24 hour business center with internet, copy and fax.