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Engineering a Turnaround:
An Emerald Communities Case Study

Situation Overview
Emerald Heights Community Redmond, Washington Click Here to Learn More
  • 1992
    • Founded as a non-profit, single-site senior living community
  • 1992-2008
    • Successful operation as the only Type A CCRC (Life Plan community) in the Seattle area
  • 2008
    • Entrance fees are used to subsidize operations, creating a negative net-operating income
    • Competition entered the marketplace, pushing Emerald Heights to make strategic decisions to avert potential loss of market share

Turnaround Master Plan
Concept to completion: 2008-2014

Led by the new executive team (now Emerald Communities executive team) and a strong, committed board of directors

Project launches with in-depth study of existing facilities and services

Comprehensive Master Plan strategy developed and executed to meet the desires of current senior prospects

Modernize, update and re-brand for long-term viability with a Pacific Northwest architectural style

Increase revenue to offset additional amenity and operational costs

Strategic changes to strengthen the bottom line

Realign operations to improve efficiency while maintaining quality of services

Establish financial accountability across all departments

Entire project completed during the Great Recession
  • On-time
  • On-budget
  • Maintained high occupancy with no discounts
  • Strict plan of risk management
    - Prioritizing projects -
    - Sequencing steps -
    - Contingency plans -

A- Fitch Rating
  • Received in 2013
  • First senior living organization of any kind in the state of Washington to receive this rating
  • Went from a negative net operating margin in 2004 to $2.7M in 2018

“You want to take care of current residents and improve their situation. But you also need to think about your future residents. Because in order to be successful long term, you have to meet the needs of the marketplace.”

Lisa Hardy – President and CEO

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