1. Hawthorne Responsibilities:
Use the red capped key to enter the building from the
assigned employee parking. open
Retrieve keys from Briarwood Lock Box (Combination:
888) Attached to brown sparkly elastic, if there is an
extra newspaper bring it to Hawthorne. open
Turn on Middle Light Switch (behind desk) open
Unlock door using Allen wrench key open
Unlock drawers/cabinets with small gold key open
Press orange lit FWD Always key on phone, this will take
the phone off FWD Always, should you need to leave the
desk use this button to revert calls back to
Briarwood/Security (Also, place sign visibly on desk when
stepping away) open
Thursdays – Hair Salon will leave the schedule for the
following week. Go to “Public Meadows”, use search bar
in upper right corner where magnifying glass icon is, type
“Hair Salon Appointments” the document should pop up.
Fill in the new dates/times/names. Print 3 copies to
printer MDW 7011. 1 copy is for Hawthorne desk, 1 for

2. the Nurses station located in the hallway directly beyond
the HW Dining Room, and 1 in the hairdresser Jackie
Cushman’s mailbox located in Briarwood. hair salon
Pharmacy - 3x a day the Omni Care pharmacy delivers
prescriptions. The first 2 deliveries occur during 9-5 and
the last around or after 7:30pm. Call x7038 to tell the
LPN’s the pharmacy has arrived. The afternoon delivery
person usually just goes straight back but the last two
will need to have the nurses called. Should you not get
an answer, call the LPN Cell Phone 9-507-9057,then try
the NARC Phone 9-730-2856, and then try the RN Chris
James or Kristen if you still get no answer, sometimes it
can be hard to get ahold of them. pharmacy
Packages – There is a clipboard on top of the black filing
cabinet underneath the right side of the desk. When a
package or delivery of any kind arrives log each package
on the clipboard. Then call the Care Partner for each
resident with a delivery, they will come and get them at
their earliest convenience. When a Care Partner retrieves
a delivery write the date and time the delivery was
picked up and by whom. packages

3. Visitors – Encourage all visitors and visiting medical
personnel to sign in on the appropriate sheet. Explain
that it is important to know who is in the building in the
event of an emergency if they seem reluctant. Direct
them to the appropriate room if they are unsure. If the
elder they wish to visit resides in Briarwood, encourage
them to drive around to the appropriate building as we
do not want heavy traffic through our elders’
home/dining room. Additionally encourage interviewees
and delivery drivers looking for elders or personnel in
other buildings to do the same. visitors
Move Ins – There are usually flatbed carts located in one
of the stairwells that are in each hall offer to retrieve and
replace the carts for new elders and their families,
moving into a new place is daunting enough. If no cart
can be found call or walk to the Briarwood desk, at times
they can be placed in the coat closet located in the
Briarwood lobby. Move in/out

4. Movers/Furniture Delivery – If a stairwell is more
conveniently placed near a room allow the movers to use
the side doors located in the stairwell. An alarm will not
sound but make sure the door is shut when they are
finished moving. Encourage them not to park in the
drop/off loop in the front. The “loading dock” is primarily
used for Kitchen deliveries, it is half way between our
entrance and Briarwood entrance (near the time clock),
BOTH doors will lock if not propped open. Move in/out
Phone Calls – Dial 9 to call out. The Briarwood desk will
occasionally forward calls if the concierge has stepped
away or is on another call. Explain pleasantly to residents
that you are at the Hawthorne for inquiries like rides, lost
and found, stamps, etc. Any questions about activities
can be answered by using the St John’s Monthly on the
corkboard to the right of the desk above the printer.
Most of the time callers will ask for a specific employee
or elder. Use the Resident List in the front pocket of the
Hawthorne Communications binder to transfer to elders.
DO NOT GIVE OUT ELDERS’ NUMBERS. Tell the caller that
when they are connected with the elder they can then

5. ask for their number. Transfer the phone by pressing the
key on the phone that features an arrow, a line, and then
3 silhouettes of people, dial the number, when you hear
the phone ring press “Release Me” on the phone screen,
and hang up. Any inquiries from Doctor’s offices or
hospitals for Hawthorne residents can be directed to the
Nurse’s Station x7038 unless otherwise specified. Any
resident in Briarwood or Chestnut Court should be
directed to Elder Advocate Chantel Truax x7009.
Questions regarding rent or billing statements are to be
directed to Amy Menz x7002. phone
FYI – If you do not take down a number that you need
use the blue button on the phone that has a picture of a
white square and a phone to view missed calls, answered
calls, etc. phone
Tour Inquiries – If you receive a call inquiring about the
community, ask if they were interested in Independent
or Supportive Living. Transfer Independent inquiries to
Cindy Ruscio (M, T, & Th) x7006 or Stephanie Krebbecks
x7005. Supportive Living Inquiries should be transferred
to Dawn Rivera 9-271-1000. If they are unsure of their
needs, any of these representatives will be

6. knowledgeable in helping the caller. Assure all inquiries
that if no answer to leave a voicemail and their call will
be returned in a timely manner. marketing
Guest Suites, Room Reservations – Lisa at the Briarwood
is responsible for Guest Suite Reservations, if she is
unavailable (the phone will read “Operator Absent”
when you attempt to transfer) take down the caller’s
name and number and the dates they wish to reserve.
Using Groupwise, if you have access, you can at least tell
them if it is open their requested days, then explain that
Lisa will call them back to confirm. Staying in Groupwise,
email Lisa Griffin and give her the message. She
frequently checks her email and will respond when she
receives it. Room Reservations (for activities, games,
parties, music, memorial services, etc.) can be fulfilled by
Deb Hammondx7010
Maintenance – Care Partner’s will alert you to elder’s
maintenance needs. Urgent needs such as clogged toilets
require a call directly to Ann Lynah x7003 or Lynn Parrish

7. x7007, be prepared with room number. Any flooding or
access water requires a call to Wanda Caraballo in
Environmental Services x7060. Non-emergency
maintenance like light bulbs, hanging pictures, etc. can
be written in a Work Order, located in the bottom far
right wooden drawer in a hanging folder. Please make
additional copies if necessary. Fill out the request, leave
the Care Partner’s number as a contact and ask the Care
Partner if the maintenance personnel have permission to
enter the apartment if the resident is absent from the
room and check the box on the form, if appropriate.
Bring this order to Briarwood desk and place in either
Ann Lynah or Lynn Parrish’s mailbox. After hours
emergency maintenance requires a call to Protective
Services 9-330-5412
Resident Absence Protocol – If a resident is away from
their apartment (hospitalizations, rehab, vacation, etc.) a
security lock that only Protective Services can open will
be placed on the elder’s apartment door. This protocol is
used on the entire campus. Family members/Caretakers
may need access to the apartment when elders are in the

8. hospital, call Protective Services, be prepared with the
room number, and they will promptly meet the family
member/caretaker at the apartment. It is imperative to
call Protective Services to lock the apartment back up
promptly after the family member/caretaker has left.
Activities – Kristine Mich, the Community Life Specialist,
may ask for assistance in activities and programs. This is a
great opportunity to get to know and interact with the
elders. On Fridays, she may ask assistancein putting
together new schedule booklets for the following week,
she will explain how. She may also ask for you to call
residents and encourage their attendance for certain
programs. Be very cheerful and encouraging, she knows
who likes what activities and sometimes they can lose
track of time.
Transportation – Most of the time transportation is
excellent at scheduling and is prompt with rides for
elders, however some elders may have memory deficits,
if they are expecting a ride for a personal errand and it
has been 15-20 minutes kindly call Dave Kunz’ Cell Phone
9-507-1391 andask if they are on the schedule, if not he

9. usually can make it happen. For Doctor’s appointments
contact the Nurse’s Station x7038 first. Sometimes elders
are down earlier then they need to be, confuse the
time/date, or did not set up transportation. Be patient
and work the LPN’s and Care Partners. The driver will
come in the lobby to get the elder, the elder should not
assumea ride waiting outside is for them; the driver will
come in and confirm. If the resident is not in the lobby,
call the Care Partner.
Move Out - If an elder has moved out and the Family
Member/Caretaker returns the keys, explain that they
may hold onto the mailbox key for up to 2 weeks and
take the other keys. Place keys in an envelope located in
the right cabinet behind the desk on the wall and write
the apartment number on the envelope. Place the
envelope in Ann Lynah or Lynn Parrish’s mailbox.
Remember the keys have been returned, Dawn the
Hawthorne Representative or Kristen the Hawthorne
Program Coordinator may ask. Change of Address form
can be found under “Forms” tab in “Hawthorne
Concierge” binder, make a copy of this form on the

10. printer. Have elder fill out form and it should be placed in
the apartment’s mailbox.
Miscellaneous – The handicapped button in the alcove
controls the outside door, not the door in the lobby this
is a common misconception, always try to press the
inside button for guests and elders.
If a visitor or healthcare personnel asks about entering
the door after hours always encourage them to dial
x4444 from the phone located in the alcove to reach
Protective Services and they will be buzzed in. Residents
can dial #9 from their phones only if they are connected
through the alcove phone to release the door, but this
can be confusing to elders of Hawthorne. Family
members/Caretakers/Residents may use the red capped
key in the silver box in the alcove to release the door.
If a Care Partner alerts you to a lost set of keys, fill out a
“Resident Additional Key Request” form located in the
same drawer as the Work Orders and put in Ann Lynah or
Lynn Parrish’s mailbox, located in Briarwood.

11. If a Care Partner asks you to print “Schedules” or a “Care
Plan” go to Public Meadows > Hawthorne Desk>
Schedules> Elder AssignmentSheets and print the
requested Zone/Shift, about 10 copies, to printer MDW
7011
If you run out of printer paper there is some extra in the
bottom drawer of the black filing cabinet under the
printer or across from the copier in Briarwood. To make
copies, place the original either in the top tray or face
down on the scanner glass (sometimes, the former does
not detect the paper, scanner is more reliable) and press
the far right blue/green button that features a symbol of
two papers with an arrow in between. You must go to
“Copier Settings” in the menu on the printer in order to
make multiple copies under “# of Copies” and change it
back to the default of “1” when you are finished.
Fish Tank is self-sustaining, there is a timed mechanism
that feeds the fish automatically and a cleaning
professional comes to clean it about once a month.
The fireplace is controlled by the switch the right of the
wall where it is located, the first switch on your left only.
Sometimes the fire does not stay lit because of conflict

12. with the Kitchen fume hood, turn it back off if it has
issues.
Mailboxes/Elevator- Down the hallway on the immediate
left, halfway down on the right. Maroon signs on the
walls display room numbers included in the hall.
Lunch/Breaks - During the weekdays Protective Services
comes to relieve the Concierges for lunch, Hawthorne is
12:00pm-12:30pmplease return promptly as Protective
Services then goes on to relieve Briarwood and
Brickstone. The break room is the second door next to
the time clock, in the “employees only” hallway before
the Dining Room; this is also the preferred way to get to
Briarwood for guests, especially during Hawthorne meal
times. There is a café to purchase food from located in
Chestnut Court, ask staff for directions. The menu is
located in the left top drawer of the desk, call ahead to
place your order X7034. If you need to step away and
leave the desk unattended, courteously call the
Briarwood desk to let them know, press the “FWD
Always” key on the phone, and place the sign in the silver
frame visibly on the desk. On weekends/holidays if you

13. will be away for an extended period of time, lock the
front door.
The nearest restroom is at the end of the left hand
hallway. It is on the left corner of the white door that can
be seen from looking straight down the hallway.
Offer coffee and water to all guests, it is replenished
throughout the day by Dining Staff.
SMILE 
Engage in conversation with elders.
If you do not know what to do, ask the Briarwood
Concierge Lisa Griffin x7090 or Kristen Patton x7085.
When in doubt call Kim Kenna 292-5249 or Protective
Services 9-330-5412.

14. Closing- Kristine Mich, the Community Life Specialist will
provide you with the schedule signs for the following
day. Hang one in each of the 3 areas, replacing those
from that day: Outside of the Activity Room, In the
Elevator (you will need to bring a piece of tape), and
Outside the TV Room, if there are 4 the 4th
will go on the
board in the dining room.
Turn off the fireplace if applicable, turn off the middle
switch to turn off the lights, lock the inside door with the
allen wrench key on the HW keys (the bar will pop out),
lock all drawers and cabinets with the small gold key (it
has a picture of a pine tree engraved in it), there are four
locks altogether (two top drawers, two cabinets on wall).
Be sure to lock up the Communication Log and the
Hawthorne Concierge Binders. Make sure the Activity
Room lights are off and doors are locked with the larger
gold key marked “SCHLAGE”
Press “FWD Always” on the phone to Forward the calls to
Protective Services for the Evening.