In the fast-paced and ever-evolving world of senior housing, Melissa Crawl has found her true calling. As Vice President of Housing Operations at Presbyterian Senior Living (PSL), Melissa is responsible for overseeing the Housing Management Corporation (HMC), a vital branch of PSL that provides affordable housing and services for seniors across various income brackets. Her career with PSL has spanned a decade, and during that time, Melissa has not only risen through the ranks but also discovered a deep connection to the organization’s mission and values.
With a background in conflict resolution and a passion for supporting seniors, Melissa’s journey has been one of growth, teamwork, and an unwavering commitment to making a difference in the lives of others.
Melissa began her career in a field far removed from senior housing. Initially working for utility companies, she gained experience in customer service and conflict resolution, dealing with customer complaints and working through challenging situations. At one point, she worked in a nursing home while attending school, but she later decided to pursue a business degree, shifting her focus. However, her current role in senior housing brings her journey full circle.
“I feel like I’ve come full circle,” Melissa says. “The skills I learned in conflict resolution and working in senior care have stayed with me. In senior housing, I still use those skills every day.”
In April 2014, Melissa joined PSL as an Area Manager, overseeing operations in senior housing communities, which quickly led to including compliance as well. Over the years, her role evolved from Manager of Housing Operations to Director of Housing Operations, and finally to her current position as Vice President. This decade-long journey has shaped her leadership style and deepened her connection to PSL and the communities she serves.
What truly sets PSL apart for Melissa is the support she feels from her colleagues. “This is the first company I’ve worked for where I feel supported by the majority of the people I work with,” she explains. “That’s why I found a home here. I feel supported, and I plan on being with PSL until I retire.”
The COVID-19 pandemic was a defining moment for Melissa and her connection to PSL. Prior to the pandemic, Melissa’s work in housing operations didn’t overlap much with other branches of PSL, particularly the Life Plan Communities. However, during the height of the pandemic, she found herself on calls all day, every day, learning more about the challenges facing these communities and building relationships with colleagues across the organization.
“I wasn’t as close to everyone at PSL until the pandemic,” she reflects. “I learned a lot about what was happening in the Life Plan Communities, and they learned about the Housing Management Corporation. We all had to come together during that time, and luckily, I found that the people I was working with were truly incredible. I have so much admiration and pride knowing these are the people I work with.”
This period not only brought PSL’s teams closer together but also reinforced Melissa’s belief in the organization’s mission. The challenges of the pandemic revealed the strength of PSL’s culture and the commitment of its employees to support one another and the residents they serve.
The Housing Management Corporation (HMC) has a unique mission within PSL. Originally established to build affordable housing, HMC has since expanded to serve seniors across a wide range of income levels, providing vital services that enable residents to age in place with dignity and support. Melissa describes HMC as providing “the Hilton experience on a Motel 6 budget.”
The team is lean, but they work hard to ensure that residents are connected to the services they need to remain in their homes as long as possible. One of the most impactful aspects of HMC’s work is its focus on helping residents navigate financial challenges.
“For example, if a senior is having trouble with their budget, our coordinators will help them find services like food stamps or Meals on Wheels,” Melissa explains. “Each community even has a food pantry for residents who need it.”
HMC also assists residents with practical tasks like completing and submitting their rent rebates, a process that can take up to two months to finalize. As of June 2024, HMC’s efforts resulted in an anticipated $440,000 in rent rebates for PSL residents in Pennsylvania, making a significant financial impact on their lives.
Additionally, HMC seeks out grants and funding to provide services such as fitness classes and dental support and for residents, further enhancing the quality of life for seniors in PSL communities.
Throughout her career, Melissa has been influenced by two key mentors, one from her time before PSL and one within the organization. These mentors helped shape her leadership philosophy, which centers on the importance of teamwork and support.
“I try to be the type of leader who ensures that whatever my team is doing, they’re not doing it alone,” Melissa says. “We have small teams, but we’re very supportive. Titles don’t matter—at the end of the day, we’re all here to help the seniors.”
For Melissa, leadership is about stepping in to support her team during challenging times and fostering an environment where everyone feels valued and empowered. She believes that the strength of a team lies in its ability to come together, no matter the challenge, to find solutions and provide the best possible care for residents.
Melissa’s path to senior housing wasn’t always clear, but in hindsight, it seems inevitable. Her early experience working in a nursing home and her passion for conflict resolution have come together in a way that makes her work with PSL both meaningful and fulfilling. “I still feel like I use the skills I learned in conflict resolution,” she says. “Working in senior housing is about understanding people’s needs and helping them find solutions. It’s very rewarding.”
Looking back on her time with PSL, Melissa expresses deep gratitude for the opportunities she’s had to grow within the organization and for the support she’s received from her colleagues. “PSL is a place where people really support each other,” she says. “That’s what makes it special.”
As Melissa Crawl continues her journey with PSL, she remains deeply committed to the organization’s mission of providing affordable, high-quality housing and services for seniors. Her leadership in the Housing Management Corporation has helped countless residents age in place with dignity, and her focus on teamwork and support ensures that PSL’s housing communities continue to thrive.
For Melissa, PSL isn’t just a workplace—it’s a home. And as she looks to the future, she’s excited to continue making a difference in the lives of the seniors she serves, alongside the supportive colleagues who have become like family.