At the Heart of The Highlands: Staff Who Enrich, Support, and Truly Care

At The Highlands at Wyomissing®, we’ve long known what research continues to confirm: social connection and a strong sense of community are essential to well-being, quality of life, and longevity. One of the clearest expressions of this is the bond between our residents and staff. At The Highlands, it’s not just about services; it’s about relationships.

For every employee, commitment to residents begins with Highlands University, a mandatory, two-week comprehensive paid on-boarding training that must be completed before beginning daily “on the floor” tasks. Training new employees in their specific departments while also introducing them to organizational goals and our core focus allows for a deeper level of engagement while also enhancing productivity. The Highlands University model helps motivate new employees to perform well in their own position while simultaneously integrating them into the Highlands’ culture. 

From leadership to dining, and housekeeping to healthcare, our team spans generations. Some young employees are just starting out with their first job in dining; other employees have been with us for decades. What they all share is a deep commitment to enriching the lives of those who call The Highlands home. Staff are woven into the daily rhythm of life at The Highlands: serving meals, providing care, celebrating birthdays, and sharing kind words. These small, consistent gestures often become deep connections.

Jack Horrigan, a resident of more than 20 years speaks of his Friday home care aide who helps with laundry, errands, and more: “Margie is family; my children all know her.”

At The Highlands, team members don’t just know residents’ names; they know their stories. Whether it’s remembering how someone likes their coffee or offering encouragement in the fitness center, these details matter.

Naomi Rosario, a MedTech/Personal Care Assistant in our Aspire for Well-Being® Memory Support neighborhood, puts it simply: “I see the residents as my grandparents. I like to make their day easier and be that bright light in their day.”

Many staff members have been part of our community for 10, 15, or even 20 years, creating a level of continuity that builds trust and comfort. Kevin DeAcosta, President and CEO, first joined The Highlands 25 years ago. Lorena Lazarchick, Vice President of Human Capital and Fiscal Affairs, began as a Marketing Secretary 38 years ago. And Jennifer Lawrence, the Training and Development Coordinator, worked in dining for almost 35 years before moving into her current role teaching Highlands University.

Carly Bingaman worked in dining for six years during high school and college. She is now a Life Plan Advisor in Marketing where she has worked for the past 13 years.

“Helping residents with their move to The Highlands is very rewarding,” said Carly. “I get to know each resident and sometimes their family throughout this process. Seeing them settling in to their new life and thriving is what it’s all about.”

Because residents interact with staff daily, employee satisfaction is key. Supported team members are more likely to stay, and that stability enhances every aspect of life at The Highlands. Residents notice and value those relationships, many sharing stories, joys, and even family milestones. We’ve met their grandchildren, and they’ve met ours.

Andria Addis, a Dining Department Resident Liaison, treasures those moments: “I like getting to know the residents and hearing their life stories,” she says, recalling the time she discovered that a resident had once taught her grandfather.

When choosing a retirement community, it’s important to look beyond amenities. Ask about the staff. Ask how long they’ve been there, how they’re trained, and how they connect with residents day to day. The answers say a lot.

At The Highlands, we’re proud that our team doesn’t just serve our residents; they truly care because people—residents and staff alike—are the heart of our community.