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Musso adds, “There’s a reason Frankie is known around
the community as ‘the ambassador.’” She notes that
his ability to remember details such as friends’ names,
birthdays, and favorite snacks shows that he really cares and
pays attention to the residents in the same way that family
members do. “If a resident asks him for something out of
the ordinary, ‘no’ never comes out of Frankie's mouth. I don't
even hear ‘I'll try.’ Basically he says, ‘I'll get it for you, I'll make it
happen.’”
On the subject of serving residents without close family and
fostering these important relationships, de Luna said that all
the residents are special to him, but he really makes a point
to spend time with the residents without a close support
system—those without children, those who have lost a long-
time partner, or those who have a partner with cognitive
issues. “I want them to feel cared for and comfortable sharing
who they are to me and to other residents. That sharing is
priceless. I try to bring down those barriers that exist between
people so that they connect with each other.”
He adds that even a simple act, like greeting a resident in
the hallway or driving them to a doctor’s appointment, can
provide an opportunity for authentic connection. “When we’re
going on a drive, it’s a chance for them to engage with me
and tell me their stories. That’s the gift they give me. That’s my
paycheck.”
Echoing Musso’s sentiment, de Luna says it’s the exchange
between the staff and residents that really helps the
relationship grow. “It’s a business relationship but it’s also a
highly personal one. Our residents want dignity and respect,
but most of all they want love. And they’re giving love back
to me.”
“I am one of nine kids, so I know what a big family is like,”
he adds. And like any family, things can get stressful or
emotional at times. But, he says, if we remember that the
residents choose to make the community their home, then
the staff can view themselves as an extended family. “We all
come from families and if we bring that to the community we
can create an inclusive environment. We can let our residents
know through what we say and do that they are important
and loved. Because that is how we help them thrive.”
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