St. John’s Is Developing Its Workforce to Best Support Older Adults

St. John’s Vice President of Human Resources and Employee Health April Hill penned a compelling piece in the January 23, 2026 issue of the Rochester Business Journal. In her column, Hill discusses the changing landscape of the senior services industry, the evolving expectations placed on employees who work with older adults, and how organizations like St. John’s can best identify and foster these necessary skills across their workforce.

Hill’s article illustrates how she has a pulse on the best practices and emerging trends within the senior services sector. “Supporting an aging population is complex work and today’s teams must balance technological advancements, behavioral health awareness, and heightened emotional needs across residents, families, and colleagues,” writes Hill.

Hill also describes the rising importance of emotional intelligence for those working with older adults. “Employees must be able to anticipate needs, read social cues, and respond with empathy, even in moments of high stress,” says Hill. “Whether resolving conflict, supporting a grieving family, or reassuring a resident who is experiencing confusion, an employee’s emotional intelligence guides the quality of every interaction. During the hiring process, we now present candidates with real-life scenarios to understand how they think, react, and problem solve in emotionally charged situations.”

Read Preparing today’s teams for tomorrow’s demands in older adult services