Monique Walker - Compassionate Leader

Monique Walker
Director of Housekeeping
Vi at Grayhawk

Vi at Grayhawk, a senior living community based in Scottsdale, Arizona, functions on three core values: Integrity, Compassion and Excellence. All are values that Monique Walker, director of housekeeping, believes in and practices everyday.

“Monique shows integrity by leading by example and practicing what she preaches,” says Stephanie Estes, human resources generalist. “Her compassion is obvious through her smile and kindness in working with staff and residents. And Monique never accepts less than exceptional results and never delivers less than exceptional customer service.”

Walker not only practices these values personally, she teaches them to her staff. Through focus groups with her team, she encourages the staff to discuss examples of what they have done to show compassion, and she outlines her expectations in terms of excellence.

Walker does set high expectations for her custodial staff because she firmly believes the residents deserve the very best in care. But she also does it to help make those members of her team the best they can be, because she truly cares for each of them and enjoys watching them grow.

“I believe that each of us should practice to be better today than we were yesterday,” says Walker. “Doing so will help us grow both personally and professionally.”

According to Estes, Walker sets a great example for her staff, taking difficulty in stride and maintaining a great attitude. When difficult situations arise, she puts herself in the staff’s shoes and treats them the way she would like to be treated. Whether the challenge is at work, or in their personal lives, Walker will do what she can to help.

“I know people struggle and have stressful lives outside of work,” she says. “If I can find resources to help them, I will go above and beyond to do so.”

For example, when an employee needs to take time for themselves or their family, Walker takes it upon herself to sit in on the entire Family and Medical Leave Act (FMLA) process. She does so to make sure they fully understand their rights, have everything they need, and that they get answers to their questions.

“I might understand what that paper says, but there will be those people that don’t,” says Walker. “We offer a lot to our staff and I want to make sure each has a full understanding of every benefit.”

Estes comments that going beyond the call of duty like this shows true compassion and that Walker cares for the needs of her employees. But her warmth doesn’t end there. Walker also treats the occupants with tenderness, building relationships and giving them the best customer service she can.

“Monique is always walking through the community dusting, picking up trash and checking services,” says Estes. “But as she goes, she is also talking to the residents.”

Whether it is just a “good morning,” a chat about a loved one, or an inquiry about something they are watching on television, Walker makes a point to interact with the residents. She builds relationships as she and her staff tidy up their rooms, help fold laundry or open the shades to let the light in.

“I feel like the residents are my extended family,” says Walker. “We are here everyday and are able to do what their children sometimes can’t do. It’s important to me to do everything in my power to help. It makes me happy to have happy staff and residents.”

But not everything about her job is happy. Walker comments that the compassion she has for the residents is also one of her biggest challenges. The community welcomes everyone from active residents to those needing end-of-life care, and it is difficult to watch residents go through that transition.

“That’s really hard,” says Walker. “It’s heartbreaking to watch an active, vibrant individual decline in health.”

The compassion that Walker shows for her work, her staff and the residents is always on display.

“The residents love Monique and her employees respect her,” says Estes. “She cares about them and is always smiling.”