Mark W. Ohlendorf
Analyst · RBC Capital Markets.
Sure. It actually applies somewhat differently in different product types. For example, in Assisted Living, a lot of our associates are devoted towards taking care of our residents on the floor. So in that case, the refinement work you tend to see in service alignment are around things like scheduling the actual interchange with the residents for showers and grooming, and those kinds of things, dealing effectively with the notion that, for example, we generally have to have at least 2 associates in the community overnight for safety reasons. They're able to do things at that time, other than direct resident care because obviously, most of the residents are asleep at that point. So you're trying to find useful things that the associates can do overnight in addition to ensuring that the residents are safe and cared for. In the larger communities, the more amenity-driven CCRCs and Retirement Centers, a better example would be around the dining programs, which are very significant. So obviously, there are a wide range of dining programs, depending on how the community is positioned in the market, upmarket, midmarket, more of an economy product; urban- versus rural-type settings. But the tools there revolve around identifying benchmarks for what's the labor requirement in the kitchen to prepare food, to plate food, what's the appropriate labor requirement in the dining room to set things up and clean and provide good service. Again, the changes in labor costs that we're seeing here are pretty modest. So mostly, what's happening is some fairly narrow refinements. The reality is, though, if we're are able to save 1%, it's a pretty big number. And we've been rolling these programs out now for the last 5 quarters or so. So the balance -- the lion's share of the portfolio is now installed with these kind of tools. So the key thing is, what we're doing is we're adjusting service demand, whether it's acuity on the Assisted Living side or the type of product that's being delivered in the dining room in an Independent Living building or correlating the labor demand with how we're staffing.