How to Foster a Culture of Accountability Among Senior Care Staff

Senior care communities thrive on staff collaboration and teamwork, but their success also depends on staff accountability. Team members must take ownership of their responsibilities and decisions while remaining engaged, solution-oriented, and open to feedback. When leadership intentionally fosters a culture of accountability, it strengthens collaboration and empowers a motivated, high-performing team.

Fostering Accountability in Senior Care Communities

Lorena Lazarchick, vice president of customer experience at The Highlands at Wyomissing

Before employees can be held accountable, they must clearly understand what is expected of them and why those expectations matter, says Lorena Lazarchick, vice president of customer experience at The Highlands at Wyomissing. To set that foundation, the organization begins communicating expectations early in the interview process, using a structured bank of questions to help determine whether candidates are a strong cultural fit.

Once hired, new employees attend The Highlands University, a five- to seven-day onboarding program that includes training on organizational expectations, policies, procedures, and the organization’s history. “This gives them the foundation they need to be successful,” says Lazarchick.

Regular performance reviews are another critical tool for strengthening staff accountability, as they provide an opportunity to evaluate caregiver skills, reliability, and adherence to the community’s standards. “Have systems in place to evaluate and recognize staff performance,” says Christina Bremner, a former marketing director for a senior living facility and the founder and owner of Purple Door Finders, an online database of senior and assisted living facilities. “Documentation creates accountability trails for every aspect of resident care.”

Lazarchick also recommends quarterly check-ins instead of annual reviews. More frequent conversations allow for timely feedback and help employees better understand how well they’re meeting expectations.

In addition to these check-ins, Kevin DeAcosta, the CEO of The Highlands at Wyomissing, meets with staff each quarter to review core values and strategic priorities. “This helps employees see how their work connects to the bigger picture,” Lazarchick explains. “Leadership also engages employees in conversations about the organization’s vision, which keeps them motivated and aligned with our goals.”

Establishing Communication and Feedback

Christina Bremner, founder and owner of Purple Door Finders

Clear, consistent communication is essential in fostering staff accountability and helping employees develop the skills they need to succeed. Bremner emphasizes that staff must feel safe speaking up without fear of blame or ridicule. “Lead by example and share your own challenges and how you’ve worked through them,” she suggests. Normalizing open dialogue is also key to creating a supportive environment. “We all have hard days. Let’s talk through what’s happening and how we can make it better,” she says.

Lazarchick also prioritizes open and honest communication, with feedback focused on improving behaviors and strengthening skills. “The goal is for them to succeed, and employees are more willing to be accountable when supervisors are focused on their growth,” she explains. “We walk alongside employees rather than just directing them from afar.”

Demonstrating Trust in Staff

For accountability to take root, leaders must also demonstrate trust in their teams. Lazarchick explains that employees are actively involved in problem-solving and strategic planning, and are given the ability to make decisions within their scope of work. Staff achievements are celebrated publicly, and their individual contributions are also acknowledged.

“For example, if a housekeeper accidentally breaks something while cleaning, they don’t need to wait for managerial approval. They can act in the moment, and the organization trusts that they’ll handle it appropriately,” she says. “This shows employees we trust them to make decisions and take ownership.”

Bremner adds that accountability improves when staff are empowered through delegating responsibilities without micromanagement. She suggests allowing employees to lead small initiatives ‑ such as developing a new wellness program ‑ on their own.

She also encourages organizations to openly share their goals, budget decisions, and performance expectations. “Transparency signals that you view them as trusted partners, not just employees,” she says.

Tips to Improve Staff Accountability

Improving staff accountability takes time and may require organizations to examine their overall operations. Lazarchick explains that leaders – including managers, supervisors, and directors ‑ must consistently model accountability themselves by following through on their responsibilities. “What leaders focus on becomes what the team focuses on,” she says.

Clear expectations are equally critical and should be communicated in ways employees can easily understand. “During interviews, ask candidates to explain what they believe they’ll be responsible for. It highlights misunderstandings early,” she suggests. She also notes that annual feedback alone is insufficient and that employees need more frequent input to stay aligned and engaged.

Most importantly, employees must understand how their work contributes to the organization’s mission. “Our work directly impacts senior adults’ quality of life, so employees need to connect with the purpose behind their work,” says Lazarchick. “When employees have the right tools, guidance, and understanding of the why, they are naturally motivated, which fosters accountability.”

Paige Cerulli

Paige Cerulli is a contributing writer to i Advance Senior Care.