An Introduction to Coordinated Services Management
Logo for Coordinated Services Management

3333 Peters Creek Road Roanoke, VA 24019
Founders: Robert and Mary Elyn McNichols Established: 1981
(866) 531-0695

About Coordinated Services Management

Working within a variety of formats and serving a wide range of residents, Coordinated Services Management, Inc. (CSM) launched in 1981 by Robert and Mary Elyn McNichols and now services 22 locations in Virginia, Maryland, and Washington D.C. The group's headquarters are in Roanoke, Va., with 28-year CSM veteran Denise White serving as president and Robert McNichols acting as CEO.

Instead of concentrating on one type of facility, Coordinated Services Management works with faith-based, community-based and for-profit retirement communities to provide management services. CSM also manages the gamut of service offerings within residential living, assisted living, intermediate and skilled nursing communities, and Alzheimer's and dementia care under the group's umbrella.

Coordinated Services Management provides this take on its company philosophy and the principles governing how all staff members care for the important individuals under their critical watch: "As a caring professional management company, we are pledged to enhancing the quality of life for each resident. We affirm that each resident deserves to live in a comfortable environment which looks and feels like home. Our staff is trained to respect every resident's right to dignity, promote resident success, and provide for enjoyment in day-to-day living. Activities are developed to facilitate interaction among residents, family, community, volunteers and staff, thereby promoting bonding among these groups and strengthening meaningful family relationships."

Coordinated Services Management accomplishes this aggressive plan by providing the senior living community a comprehensive team of professionals (totaling more than 30 people including licensed certified staff trained to improve quality, regulations, compliance, and marketing) to enhance everything from financial improvements to nursing needs to food choices. A regional director is assigned to the community to provide a hands-on contact for the community's owner and staff. CSM also follows up on its initiatives with environmental and physical plant inspections. These inspections are critical so all residents are comfortable in their surroundings without having to worry about the cleanliness of their rooms, common areas or overall campus.

Other areas of Coordinated Services Management oversight include administration, admissions, bookkeeping, housekeeping, laundry, pastoral care, personnel, resident relations, risk management, social services, and training.

Ensuring Great Care For All Backgrounds

Coordinated Services Management goes to bat for senior citizens of all economic backgrounds so no one is forced to live out the golden years in less-than-adequate care. A major facet of the company's infrastructure revolves around stepping into faltering existing facilities and providing the professional management and support needed to pull the community out of the red, and back providing high levels of service to its members.

Coordinated Services Management offers expert knowledge in HUD, VHDA, Medicare, Medicaid, and tax-exempt bond issues while acting as a partner with the facility's owner rather than a corporate dictator when it comes to those residents who are most in need financially. CSM even consults on the real estate side with HUD programs including Section 202 communities for senior citizens as well as Section 223f refinancing programs.

Coordinated Services Management believes in its role as a facilitator to enable the retirement community to achieve fiscal responsibility and work toward improving its bottom line within the framework of ensuring top-notch care for its residents. When an owner and staff members constantly are battling the bottom line, sometimes the big picture is missed. CSM allows on-site employees to reconnect with residents while learning new, innovative and efficient ways of completing daily, monthly and yearly tasks.

Financial Services

When a senior living community works with CSM, the owner can expect a thorough review of all financial policies. CSM does this by pouring through the annual operating budgets with attention paid to revenue and cash-flow projections, as well as how subsidy and charity programs come into play.

Coordinated Services Management goes a step further by delving deeper in the facility's rent roll process, including training personnel on the proper way to prepare it, reviewing and approving community rent rolls, and keeping an eye on program requirements at all levels (this includes subsidies, HUD, Medicare, and Medicaid). Special attention also is paid to insurance coverage at the facility as well as other insurance liability or risk issues.

Also part of CSM's service is a review of payroll processing, taxes, compliance and vendor invoices. This includes CSM double-checking purchase orders to find a less expensive alternative that provides the same level of care. CSM does the same on the capital-venture side in an effort to seek out methods to save money in the bidding process.

Nursing Services

Nurses are the backbone of any good senior living facility. Coordinated Services Management respects the work being done by these tireless people and develops plans for everyone to be more efficient while increasing the level and quality of care for residents.

CSM does this by instituting a peer-review process and on-site audits to improve the quality of care provided. In addition, case management is improved with CSM's information networking, which is critical for providing the latest data for medical professionals to use in assessments.

Coordinated Services Management also reviews the facility's integrated care program to ensure an emphasis is being placed on resident independence and wellness, and that residents have ample opportunity to explore activities of interest to them, including educational, cultural, religious, and social. Plus, comprehensive training for any staff working with Alzheimer's and dementia patients is provided by CSM.

A review of the facility's interdisciplinary care planning process is developed so all involved parties, including the resident's family members, doctor, nurses, and other facility employees, are working in the best interest of the resident.

Food Services

A healthy resident is a happy resident, and Coordinated Services Management expects all seniors to have food options that promote a positive well being while not breaking the bank for the facility. When CSM is utilized to manage a senior living community, the group researches the center's food contracts and works to make them more cost effective. Due to CSM's size and clout, the company's purchasing power is greater than that of an individual senior living community, which drives down prices while increasing potential discounts.

Finding less expensive food options doesn't mean decreasing any of the resident's choices. Coordinated Services Management actually works to increase options for residents by asking about their preferences via food committees. CSM also has instituted a "Chef Of The Month" program at its managed facilities to encourage even more resident interaction when it comes to food choices.

Human Resources Services

Even human resources practices are reviewed and developed by CSM. Administrator-in-Training and LPN leadership training programs are part of the overall package delivered by CSM.

CSM also ensures human resource records are being well maintained and all compliance reporting is being completed.

Major Milestones

With 32 years of service to its credit, Coordinated Services Management has a long history of remarkable moments in providing superior management services to its senior living partners. Here are a few highlights.

Showing its forward thinking, CSM opened the Showalter Center (Blacksburg, Va.) in 1984, which was one of the first assisted living facilities in Virginia. The Catholic Diocese of Richmond (Va.) noticed CSM's work and in 1986 hired the firm to manage St. Mary's Woods, which became the first of six assisted living communities managed by CSM for the Diocese.

By 1996, Coordinated Services Management showcased why it's respected for its Alzheimer's care when it opened our Lady of Hope for the Catholic Diocese of Richmond. Lauded for its design, many centers focusing on dementia and Alzheimer's residents followed CSM's lead in their own facilities.

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