CASE STUDIES

Rowntree Gardens

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Key Outcomes

50% decrease in 90-day turnover.

53% increase in employee referrals.

New tools to ensure applicants are a fit for Rowntree Gardens’ culture.

Streamlined recruitment process with a centralized HR employee.

Introduction

Rowntree Gardens is a senior living community located in the heart of Orange County, California. While every area is challenged with recruitment, this organization competes with Disneyland for talent! Going up against the greatest mouse in the world was no easy task, but Rowntree knew that the mission-driven work they offered gave employees a sense of purpose that couldn’t be found anywhere else.

Randy Brown, CEO, engaged Drive to help in their recruitment and retention challenges… that giant elephant in the room sucking up time and money. He wanted to attract more of the “right” people and retain them–providing consistency of care for residents and fulfillment for team members. With employee disengagement at only 4%, an incredible 1⁄4 of the national average, Rowntree knew it was a remarkable place to work. The challenge was attracting more of the right people and getting them to stay past the 90-day mark.

The solution to compete with the famous mouse and ditch the gigantic elephant was a simple, four- step process. Awaken, Assess, Align, and Anchor are the pillars of Drive’s step-by-step plan.

Strategy

Assessments and Continuous Improvement:

Culture-Focused Retention Strategy

The initiative, dubbed Rockstar Replication, aimed to identify and retain high-performing employees who embodied the best of Rowntree Gardens’ culture.

Leadership Awareness and Commitment

Drive facilitated a session where leaders defined what makes a “Rowntree Rockstar” and calculated the financial and emotional toll of turnover. Leaders committed to improving hiring practices and accelerating new employee integration into the culture.

Process Assessment and Insights

Drive conducted interviews with key team members and new hires to evaluate the entire candidate and onboarding experience. The assessment uncovered a critical insight: 95% of Rowntree’s top performers were referred by friends or family.

Task Force Implementation

Rowntree formed a culture-focused hiring task force, “The A Team,” to act on Drive’s recommendations. With support from CEO Randy Brown, the group focused on hiring for cultural fit, enhancing the welcome experience, and tracking key metrics such as early turnover, engagement, and referral-based hires.

Key Takeaways

Rowntree Gardens faced multiple challenges in attracting and retaining the right employees, including frequent interview no-shows, a disjointed hiring process, and an ineffective orientation experience that didn’t reflect the organization’s culture. Drive helped the organization uncover and amplify the unique attributes that made their culture stand out, aligning recruitment and onboarding strategies accordingly. As a result, 90-day turnover dropped by 50%, and employee referrals—one of the strongest indicators of a healthy culture—rose by 53%.

Randy Brown

CEO and Board Chairman

“Working exclusively in aging services, Drive is laser-focused on our field’s unique needs and specific challenges. At the same time, they have challenged our perspective and pushed us to see best practices way beyond our field. All of which furthers our ultimate goal of hiring and retaining the best people to support those we serve.”

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