Why I Started This Work

What was the moment you knew home care was the work you wanted to do for the long haul?

One of the strongest traits anyone can have in the home care industry is compassion and empathy. From a young age, people always noticed those traits in me — and that's probably because our founder and my father, Greg Adair, instilled them into me early on. By the time I officially joined the agency in 2006, the values weren't something I had to put on for the job. They were just who I was, and they fit the work.

I think the “moment” people want me to describe is more honest as a slow recognition: this is the work I was raised for, and walking away from it would have meant walking away from the people I grew up watching my dad take care of. I've been here ever since.

What did you see other agencies doing in 2006 that you knew you'd never do?

The problem back then is the same as today: rushing to the sale. Most home care agencies ask very few questions and are quick to quote a price. A four-minute call ending in a per-hour quote isn't a quote — it's a guess. And when families act on guesses, they end up frustrated, often paying for the wrong type or amount of care.

I made a decision early that we would do the opposite. Spend the time necessary to fully understand each person's needs so we can give an accurate quote and confirm we can actually serve the situation. If another agency wants to win on speed, they can have it. We win on getting it right.

What is the hardest case you've personally been involved in, and what did it teach you?

A while back we were caring for a gentleman who was suffering with end-stage frontal lobe dementia. Due to his condition, he lost his ability to filter his thoughts and would often say inappropriate things. Although that can be common with dementia, frontal-lobe presentations can produce behaviors that many caregivers are unable or uncomfortable managing.

We didn't give up on him. We introduced several effective re-direction techniques, and over time he settled with caregivers we hand-picked specifically for him — people whose temperaments and experience matched what he needed. That case taught me to never give up. There is always an appropriate strategy and the right caregiver out there for every situation. It's also the reason we now deliberately build a small caregiver team in the first two weeks of every dementia placement instead of assigning by availability.