For more than 21 years, Melissa Townsend-Fisher has been an invaluable part of Presbyterian Senior Living’s (PSL) Human Resources team. Beginning her journey with PSL at St. Andrew’s Village, Melissa’s role has grown and evolved as she’s brought her unique background in psychology, sociology, and human resources into the organization. Today, as an HR Area Director, Melissa’s work is integral to the recruitment, retention, and overall support of PSL’s dedicated team members.
Melissa’s path to HR was a blend of curiosity and encouragement. With a background in psychology and sociology, she had been working an on-campus job when her supervisors suggested she consider HR as a career. “I always enjoyed playing ‘office’ and interacting with people as a kid,” she recalls with a smile. After gaining experience as a recruiter right out of school, Melissa learned about an HR assistant position at St. Andrew’s Village, a PSL community, through her advisor. Drawn to the role and to PSL’s mission, she took the opportunity and began her journey in HR within senior living.
As Melissa describes it, her role as an HR Director is filled with variety and unexpected challenges. “I have never been bored at my job,” she says. Each day, she creates a to-do list, but she knows that she may not get through it due to the constantly evolving needs of the organization. “I can have my to-do list and get nothing checked off during the day, or I can get through it all. Email and phone calls are a big part of my day, along with handling unexpected requests that arise.”
Working with PSL’s diverse workforce, from clinical staff to maintenance teams and corporate employees, requires adaptability and a broad understanding of different fields. “Workforce needs are ever-evolving,” she says. “What I thought was challenging five years ago? I’d take that challenge back! It has changed so much.” Melissa values the chance to understand the different skills and needs of each team, from therapy to dining services, allowing her to be a resource across the board.
Melissa and her team strive to communicate PSL’s values and benefits effectively to candidates and team members. Since HR at the community level now interacts with candidates after they’ve accepted a role, Melissa focuses on onboarding and showcasing PSL’s mission and employee benefits. She emphasizes the importance of PSL’s mission, which centers on compassionate long-term care. “I think you need to love long-term care and our residents,” she explains. “Everything we do should be about the residents. My role is to answer team members’ questions and support them in any way I can so that they can be there for the residents.”
Melissa also helps new hires understand PSL’s comprehensive benefits, including the benefits website and handbook, which make it easier for employees to navigate healthcare options and other resources. “We have a lot of great services that we hear people wish they had known about earlier,” she says. To address this, the HR team communicates these offerings through personal conversations, emails, and shared links, ensuring that everyone has access to the information they need.
Throughout her tenure at PSL, Melissa has been involved in several memorable projects and initiatives. One notable project was the transition from paper employee records to a digital system—a challenging but rewarding effort. “We marched forward with a clear deadline, and the project evolved in unexpected ways,” she recalls. Watching the process unfold and succeed was a highlight of her career, and it exemplified the organization’s adaptability and drive for improvement.
At the community level, Melissa has also been part of creative resident and staff events, such as Masterpiece Living, a program aimed at enhancing the well-being of residents. During one “cruise” themed event, the team transformed different rooms to represent countries known for longevity. “It was a fun, team-building event,” she says. For Mardi Gras, the leadership team would cook pancakes and sausage for staff on Fat Tuesday, followed by a parade with the residents later in the day. These activities strengthen teamwork and create a sense of camaraderie among staff and residents alike.
Melissa also highlights the importance of team bonding in maintaining a positive work culture. She recalls organizing bowling teams and “Dirty Santa” gift exchanges for the leadership team. “Our jobs can be high-stress, and we have high expectations for one another,” she notes. “It was great to know each person as a human being, not just by their job title.” Building connections through shared activities allowed the team to communicate more effectively and reduce potential tension, ultimately creating a more cohesive environment. “If you only interact with someone in professional meetings, you don’t know them as a person,” she explains. “Getting to know people’s personalities and sense of humor makes teamwork easier.”
One of the benefits that Melissa appreciates most at PSL is the emphasis on health and wellness. She specifically highlights Livongo, a free diabetes management program available to PSL employees through the health insurance plan. “Being a Type 1 or Type 2 diabetic is very expensive,” she says. “Livongo provides glucose readers and test strips, saving team members money on supplies.” The program also includes follow-up support for users, a feature that Melissa finds invaluable for maintaining health.
Additionally, Melissa is a fan of the Call to Health program, which provides employees with self-guided wellness challenges that focus on different aspects of health. “It’s self-service and private, and it nudges you in areas you could work on,” she says. The program includes bite-sized lessons on topics like nutrition, fitness, and stress management, and offers rewards for participation. “The gift card rewards are great, and it’s a great program to keep people on track with their wellness goals.”
As she looks back on over two decades with PSL, Melissa is grateful for the opportunities she’s had to grow and evolve within the organization. Her journey has allowed her to wear many hats, tackle unexpected challenges, and connect with colleagues across all areas of the company. Through it all, her dedication to PSL’s mission has remained her guiding force.
One piece of advice Melissa shares with team members is to embrace the organization’s culture of support and mentorship. “I’ve had so many great mentors here, and I believe in paying that forward,” she says. PSL’s commitment to its mission of compassionate care has been a constant source of motivation for her, and she strives to ensure that team members feel valued and equipped to provide the best care possible.
Reflecting on her years with PSL, Melissa feels a deep connection to the organization and its people. “PSL isn’t just a place to work,” she says. “It’s a community of people who genuinely care about our residents and each other.” As Melissa continues her journey with PSL, she looks forward to many more years of meaningful work, helping team members thrive and creating a positive impact on the lives of residents and staff alike.
In Melissa’s words, “Everything we do should be about the residents.” Her dedication to PSL’s mission and her commitment to supporting her colleagues make her an inspiring leader and a cherished member of the PSL family. .