Culture Playbook_ 11_17

Culture Playbook_ 11_17

Table of Contents

SO WHAT’S YOUR PURPOSE? .................................40

OVERVIEW .....................................................................4

HIRING FOR HEART ...................................................48 Hiring the Best People.................................................51 Finding the Best People..............................................53

WHAT MATTERS MOST ...............................................8 Our Top of Mind Objectives – What We Do..............14 People...........................................................................16 Safety.............................................................................18 Patient Satisfaction. .....................................................20 Unity..............................................................................22 Budget..........................................................................24 OUR CULTURE PROMISE & VALUES ......................26 How We Do It...............................................................30 Loving............................................................................32 Connecting...................................................................33 Serving..........................................................................34 Trusting. ........................................................................35 Growing. .......................................................................36 Winning.........................................................................37 Celebrating...................................................................38

THI S I S ABOUT THE WAY WE WORK OUR PURPOSE & VALUES AND ABOUT THE WAY WE GET THINGS DONE AROUND HERE

As you settle in with TouchPoint and throughout your career, you’ll see a lot written about what we do. — This is all about how we do it.

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My boss teaches me things I never dreamed I’d be doing. I think TouchPoint supports us very well with lots of opportunities to grow. They get us what we need to do a good job.

Bobby LEAD HOUSEKEEPER

WHAT MATTERS MOST

“I’m here on earth for a wonderful reason. I get to show empathy and compassion and in return, my patients show me love.”

Edith

HOUSKEEPER

“One love, one heart, one destiny.” - Bob Marley Working at TouchPoint is not just about surviving the day and taking home a paycheck. It’s about living our purpose and for us, that means offering compassion at every point of human contact. Compassion at Every Point of Human Contact Compassion is more than a tag line. Offering an environment of compassionate hospitality is at the heart of everything we do. Why? Because we believe it leads to healing. Whether you’re a cook, housekeeper, accountant, or trainer, you’re contributing to the wellbeing of our patients, their visitors and each other. You’re an essential part of the caregiving team.

We believe compassion leads to healing.

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Our Top of Mind Objectives What We Do Our top priority is to support Ascension Health’s purpose. That is to provide exceptional healthcare and to serve the underserved. We’re challenged to be ever-more efficient, while serving our patients great food, providing clean and safe environments and delivering compassionate hospitality. To do that, TouchPoint has five objectives. They’re woven together and can’t be pulled apart. Each one is just as important as the next. In the ideal scenario, all five are perfectly

balanced. They are called Top of Mind – and that’s where they should always be. Trust us… if you ever meet our CEO, there WILL be a quiz!

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People We respect, serve and develop our people in a workplace that’s diverse and inclusive. As a company and as individuals, we support each other in fulfilling our purpose, both professionally and personally.

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Safety

We cherish the safety of our associates, our patients and our environment. Supporting your wellbeing and the health of our planet is our highest calling .

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Patient Satisfaction We measure our success through the eyes of our patients and their satisfaction with the hospitality experience. Patient satisfaction reflects the sum of all our interactions, being shaped by how well we live our values and culture.

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Unity We are a team providing support services of many kinds. But each of us is responsible for more than any one service. Our commitment isn’t about your success or mine. It’s about our mutual success in providing the hospitality and compassion that’s essential to healing. Whether you work in FNS, EVS, radiology or nursing, you’re a member of a caregiving team that helps each other and has each other’s backs.

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Budget This one is obvious. Meeting the financial goals of our client and our parent company is the price of entry. Our associates rely on us for their livelihoods. Good financial stewardship is essential to our client relationship and our ability to employ good people.

And it’s how we help Ascension provide care to the underserved.

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OUR CULTURE PROMISE & VALUES

My purpose in life is to help people. TouchPoint does a great job of supporting me in that. Thank you for believing in me and for promoting me!

Matasha

MANAGER, ENVIRONMENTAL SERVICES

How we do it.

We use our values to guide our everyday work lives… from our policies and procedures, to our compensation and training plans and to the ethics that drive our interactions. We promise you authenticity and collaboration to help you...

With Top of Mind objectives, we’ve set the bar high. Very high. There’s only one way we can hit the mark. By enabling each of you to fulfill your own purpose. Only when you’re able to bring your very best self to work, to innovate, to think outside the box, to take teamwork to the next level and create better processes… only then can we do what no company has ever done before. That’s why we promise to support you and your purpose. And to be a company devoted to loving, connecting, trusting, growing, serving, winning and celebrating.

This is our culture promise. And these are our values.

Our values give us a living, breathing framework for everything we do. They do not sit and collect dust on a wall. They are the prism through which we make decisions, conduct business and nurture each other.

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LOVING

We create community. We are fully engaged with everyone around us, and we always bring our best to the hospitality experience. We are united, open and engaging. CONNECTING

It all starts with love. Loving what we do is what drives us to more perfectly deliver on our purpose. For our patients and residents, their visitors, other caregivers, each other and our families. We’re compassionate, generous and loyal.

FIND A MENTOR OR BE ONE Organize a “unity” event VOLUNTEER FOR A “DIVERSITY MOMENT” DURING A HUDDLE

WRITE A NOTE OF APPRECIATION Help a colleague in a bind SUPPORT A COMMUNITY CAUSE

We are faithful mentors, community leaders, servant leaders and supporters to each other and our communities. We are helpful, dedicated and selfless. SERVING

We work and live together with intention, integrity, authenticity and character. We are real, honest and reliable. TRUSTING

WORK AT A CHARITY EVENT Serve on an associate committee COMPLETE A SPECIAL PROJECT FOR YOUR TEAM

PLAN A TEAM BUILDING EVENT Swap jobs with a co-worker for a day MAKE A RECOMMENDATION FOR A PROCESS IMPROVEMENT

Our company and our associates grow hand- in-hand. We nurture the unique strengths of each associate. We aspire, achieve and thrive. GROWING

We celebrate all that comes from extraordinary effort, harmonious teamwork, innovation and leadership. We are proud, successful and results-oriented. WINNING

COMPLETE THIS YEAR’S PERSONAL DEVELOPMENT PLAN Earn an Above & Beyond monthly award GET YOURSELF RECOGNIZED BY A PATIENT, VISITOR OR NURSE

GET PROMOTED Cross-train for another job WORK AS A MENTOR

Our success rests with associates who share these values as they help us build and sustain TouchPoint’s unique culture. We can’t do it without you!

We recognize and reward our talented associates as we celebrate our successes. We are happy, rewarded and appreciative. CELEBRATING

LEAD A LINE-UP CELEBRATION Earn a ministry or community recognition award RECOGNIZE THE SUCCESS OF YOUR TEAM OR COLLEAGUE WITH A CELEBRATION

SO WHAT’S YOUR PURPOSE?

So what’s your purpose?

Are you one of those people who think that you’re too busy to think about purpose? Let alone your own? Here’s a challenge that will take just five minutes. Surely you can find five minutes! Grab a friend and ask each other these four easy questions. What do you love to do? Maybe it’s about work – or your family – or even the community... but ask yourself... what do you really love to do? 1

Who do you do that for? That one’s easy, right?

2

What is it that those people need from you? What is it that they come to you for?

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And finally, how have they been changed as a result of what you do. In other words, what impact has your effort had on them?

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That’s it! It’s that simple. If you don’t know your purpose – take five minutes to see if you can find it. And then… see what happens when you share it with a friend or co-worker.

“Great vision without great people is irrelevant.”

- Jim Collins Author, Good to Great

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To have a great team, teamwork is a must. Our amazing teamwork keeps our patients satisfied. I honestly believe we can make a difference by serving with integrity, humility, and optimism. Together, WE are TouchPoint.

Alan

CLINICAL DIETITIAN

HIRING FOR HEART

Hiring the Best People The most important thing we do at TouchPoint might be to recruit the best people to work here with us. If we don’t hire great people with diverse backgrounds, skills and perspectives, we can’t live up to our objectives. Without great people, this would not be a great and inclusive place to work.

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Finding the Best People Finding the best people, interviewing and actually hiring them isn’t easy! It’s not a moment or a lifecycle – it’s a lifestyle. We’re always looking and we’re almost always hiring. So tell your friends! You probably have a few of the best of the best right in your own personal circle. Tell them about TouchPoint and then tell your boss about them.

You, like the rest of us, are our best recruiters. So get on with it! And think creatively.

You could go talk at your former school, church or synagogue. Or represent TouchPoint at recruiting events. If you see a great server in a restaurant, tell them about TouchPoint. If you are impressed with a hotel housekeeper, put in a good word for us.

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About the Client

Among all Compass sectors, TouchPoint is unique. We have just one client in Ascension Health. Their goal?

Luis

“We are driven by compassion and a dedication to provide personalized care for all – especially those most in need.” As a Catholic organization, their mission is rooted in the ministry of Jesus and dedicated to spiritually-centered, holistic care. While TouchPoint is not a company with religious affiliation, we support our client in all aspects of their ministry. Throughout your day and in many of your interactions, you’ll find Ascension’s faith in action and on display.

TouchPoint has given me the opportunity to learn from the best in my field and all the tools I need to build confidence and knowledge.

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So how do we live with purpose? Start by asking yourself... Are you celebrating the good things and not the bad things? Helping another grow and develop? Loving and connecting with your team or family? TouchPoint offers so many ways for me to Live My Purpose daily.

Carlene

EXECUTIVE CHEF

Every day is a day that I am allowed to wake up and motivate someone to do their best and to be their best. I remind them that they too have the opportunity to change lives and make a difference in someone else’s life. I really do work with some amazing people and they are truly my family.

Alisha

PATIENT EXPERIENCE MANAGER

I believe that TouchPoint gives me the opportunity to show love to others, connect with them and help them realize their own purpose. I have a great responsibility to show compassion to my associates and to show them how important they are. We should all know what it feels like to win!

David

EVS DIRECTOR

Reflecting on the Gift of Intimacy Through Hospitality If I were to ask you to name the most intimate place in this hospital you might say the chapel, the family waiting room, or perhaps that sitting area in the garden. Today, I wish to share with you something special. I believe our cafe might be the most intimate space in the entire hospital. Here’s why. Adapted from a reflection by an Ascension ministry chaplain

The table we gather around is one of the most intimate places in our lives. It’s there that we give of ourselves to one another. We are saying so much more than words can express when we say, “Take some more. Let me serve you another. Can I pour you another glass? Don’t be shy, enjoy it!” With the gift of hospitality, we invite our visitors to our table. To intimately share joys and sorrows and to deepen relationships. In serving others, we are serving the basic desire to have our guests nurtured by the same food and drink that nurtures us. Because we all desire communion, it can feel so offensive when someone you care about refuses your hospitality. It feels like a rejection of an invitation to intimacy. As strange as it may sound, the table is the place where we want to become food for one another. Every breakfast, lunch or dinner can be a chance for growing communion. For our visitors and for each of us as partners in care. So when you gather in the cafe today with colleagues or prepare the café for visitors, I hope you’ll send up a brief prayer of thanks for the gift of hospitality and the chance to be in communion with others.