Environmental Services is about much more than keeping a space clean for Victor Zeno. It is about creating a safe, welcoming environment for residents, supporting his colleagues, and remembering that St. John’s Home is, first and foremost, a home.
As Director of Environmental Services at St. John’s Home, Zeno brings more than three decades of experience in health care to his role. He spent more than 35 years with Unity Hospital, first working as an operations manager for long-term care. It was there that Human Resources encouraged him to consider a career in Environmental Services.
“They felt that, with my personality, I’d be a better fit as an environmental services director,” Zeno says. “So I tried it, and I loved it.”
That career change turned out to be a natural fit. Zeno describes himself as a people person who is rarely upset and enjoys getting to know the people with whom he works. His leadership style is approachable, but he is also clear about expectations.
“I have that soft approach, but at the same time, I explain what the demands are,” he says.
Building a Strong Foundation
When Zeno joined St. John’s Home, he brought that experience with him. One of his priorities was creating more structure within Environmental Services. According to Zeno, structure provides a foundation that allows a team to do its job well.
“If you don’t have structure, you don’t have a foundation, just like a house,” he says. “If you don’t have a good foundation, it’s going to fall apart.”
That foundation is also about more than procedures. It helps employees understand what is expected of them and gives them the tools to provide consistent service to residents. Zeno also wants his team to understand the importance of their work. Environmental Services is a key part of infection prevention, particularly in a health care setting. Cleaning resident rooms correctly and using the appropriate products helps create a safe environment for residents, families, and staff members.
However, for Zeno, the job includes another important part. Residents are not simply occupying rooms. They are living in their homes. Many residents bring photographs, decorations, and personal belongings to make their space feel familiar. While those items can sometimes make cleaning more challenging, Zeno believes they should always be treated with respect.
“We have to remember it is their home,” he says. “We take that into consideration all the time.”
That same philosophy guides how his team interacts with residents. Zeno tells new employees to clean each room as if their own family was living there. He also emphasizes something as simple as knocking before entering and asking permission.
Coming Together as a Team
Over the past year, Zeno has seen that same respect reflected in his team. He is proud of the way employees have begun working more closely together, especially when staffing challenges arise. Team members step in to help one another and find ways to get the work done.
“I’ve seen a team come together and say, ‘Hey, I’ll take half of this floor, you take the other half,’” he says. “We work together and get it done. Because at the end of the day, it’s all about the residents.”
According to Zeno, building a strong team also means recognizing its members. Celebrating employees for their work is important to him, including through Employee of the Month recognition. He has seen employees become emotional when they receive the recognition. Zeno likes to joke with his team, hear them laugh, and create an environment where people enjoy working together.
That spirit becomes more visible during Environmental Services and Housekeeping Week, when the team celebrates with food, treats, and games. After seeing how much the team enjoyed last year’s celebration, Zeno is looking forward to another opportunity to recognize the people who work alongside him.
His connection with the people at St. John’s Home extends beyond his own team. During his time here, one of the biggest lessons Zeno has learned is the importance of listening to residents and giving them a voice.
Zeno regularly stops to talk with a resident on the rehabilitation floor. Sometimes their conversations last 15 or 20 minutes. Sometimes the resident tells him the same story more than once, but he does not mind.
“He’s (the resident) having a good time because he’s having somebody to talk to,” Zeno says. “That makes me feel good.”
Those moments have reinforced something Zeno already believed: supporting residents is about more than completing a task. Sometimes it means taking a few extra minutes to listen. That philosophy is also why Zeno does not see Environmental Services as a department that works separately from the rest of St. John’s Home.
“I always call it support services, because we are supporting everybody,” he says. “Whatever they need, I’m here for them.”
A common goal
Zeno sees that same willingness to help in his team. Employees often step outside their specific responsibilities to assist another department or colleague. Those small moments are part of what makes the team special according to Zeno.
Ultimately, Zeno believes everyone at St. John’s is working toward the same goal: providing the best possible living experience for residents.
“Leadership, the working team, and the frontline staff have the same goal of being the best we can, and providing the best living experience to the residents,” he said.
When he is away from work, Zeno enjoys golfing, camping, and spending quiet time at home. One of his favorite ways to unwind is sitting on his back deck with a fire going and simply enjoying his surroundings.
After more than three decades in health care, Zeno has found his role that brings together what he values most: people, teamwork, and the opportunity to make a difference in the everyday lives of others. For Zeno, that is what Environmental Services is really about. It is supporting the people around him and taking pride in the work that helps make St. John’s Home feel like home.