Caring

A viral screenshot recently sparked debate after someone received a text message offering support during a divorce. The message, “I’m so sorry to hear you’re going through such a tough time. It’s very normal to feel what you’re feeling for a while. Love is a hard come down,” struck the recipient as oddly impersonal and “canned.” Suspicion grew when a friend pointed out the straight apostrophes-a hallmark of AI-generated text, such as those produced by ChatGPT.

Since ChatGPT’s 2022 launch, people have increasingly turned to AI for help with emotionally difficult messages-breakups, condolences, even wedding vows. Public reaction is often negative, with critics lamenting the loss of genuine human connection and the rise of awkward, robotic phrasing. The phrase “Love is a hard come down” became emblematic of this disconnect: a human in pain seeking comfort, and receiving what felt like a digital ghostwriter’s response instead.

Why do people turn to AI? Because expressing support during someone’s crisis is notoriously hard. Many struggle to find the right words, sometimes choosing silence (ghosting) over risking an awkward reply. In this context, using ChatGPT at least ensures a response is sent-even if it lacks warmth.

This dilemma is not new. For centuries, people have grappled with what to say in the face of grief or hardship. Google searches like “What to say to someone…with cancer…who is dying” reveal an endless need for guidance. Sitting shiva (sitting with someone in mourning) is not something you can really do in the metaverse. Are you supposed to mute yourself during a Zoom funeral?

Ultimately, the most important rule remains unchanged: Show up. Bring some bagels.

Research suggests that when we make acts of kindness a habit, it's also good for our health. Whether it's volunteering at a local food bank, or taking soup to a sick neighbor, there's lots of evidence that when we help others, it can boost our own happiness and psychological well-being. But there's also growing research that it boosts our physical health too, says Tara Gruenewald, a psychologist at Chapman University.

Perhaps the most striking evidence comes from the Baltimore Experience Corps trial, a large experiment in which adults age 60 and older were randomly assigned to either volunteer at elementary schools or be put on a waiting list. The volunteers spent at least 15 hours a week tutoring underprivileged kids. After two years, the researchers found that the volunteers had measurable changes in their brain health.

One of the researchers said, "They didn't experience declines in memory and executive function like we saw in our control participants. And there were even changes in brain volume in areas of the brain that support these different cognitive processes.” Volunteers were also more physically active, "which is important for maintaining both cognitive and physical health as folks age.”

Another researcher added, "Volunteering or doing an act of kindness can distract you from some of the problems that you might be having, so you might be a little bit less reactive yourself. And "it may help to give you more perspective on what your own problems are." Also, when you go out to help others, it also makes you more physically active and less lonely. Social isolation is a known risk factor for physical and mental health problems, especially as we age.

At the very least, volunteering will make the world a little bit better place for many others. And we might just make it a little bit better for ourselves.

The New York Time’s ethicist received the following from an anonymous reader:

I have an 85-year-old neighbor who is a sweet friend and caring person. My issue is that she is very religious and I’m not at all. She prays for me and says it in person, texts, and emails for even the most minor of situations. I’ve told her my view of religion and that she doesn’t need to pray for me. She said she has to, otherwise she’s not following the Bible. I’m trying to ignore this but it’s really bothering me that she can’t respect my wishes.

“The Ethicist” responded:

I’m glad that you’ve been honest with each other about your very different views concerning prayer. But… if you don’t think these prayers will do you any good, you presumably also don’t think they’ll do you any harm. By contrast, she thinks that you’ll be worse off without them, and that praying for you is her duty.

The only reason you give for objecting to her prayers is that she has failed to comply with your wishes. Yet I don’t find that she has thereby treated you with disrespect… So, you’re not entitled to insist that she stop including you in her prayers. What you can fairly ask is simply that she refrain from informing you about them. Still, instead of requiring that your octogenarian neighbor change her ways, I wonder whether you might change yours — and learn to accept this woman for who she is, hearing her prayers as a sincere expression of her loving feelings toward you.

A pastor and his family on an early morning flight had been delayed for hours and were feeling sleep-deprived and anxious. As the plane landed, another family behind them attempted to exit quickly, with the teenager rushing ahead. The pastor shares:

I stuck my arm into the aisle to block the rest of the family from passing, like I was Gandalf in Lord of the Rings. “None shall pass.” “We’re all trying to get off this plane,” I said to the family, “Let’s wait our turn!”

They had words with me that I cannot share here and pushed past my arm. I was fuming.

As the passenger disembarked, a flight attendant approached, explaining that the teenage girl had been experiencing a panic attack and needed assistance. The family had been trying to help her. The family was not rude; they were desperate.

How did I, a former chaplain trained to notice physiological signs of stress, miss that this young lady needed help? How did I let my core value of courtesy block my capacity to see what was really going on?

I was operating out of assumption and unable to see reality. Rather than see that this young lady needed help getting off the plane, all I could see was a family rudely skipping the line, and I must intervene.

Whether we move toward self-righteousness or self-protection, the common denominator is self. This is what every follower of God has in common: We get caught up in ourselves, we get triggered, we forget others, and we forget the Lord.

Recently, a community of around 5,300 residents came together to move a local bookstore — literally one book at a time. On Sunday, nearly 300 people formed a human chain in downtown Chelsea, passing all 9,100 books from Serendipity Books’ original storefront to a new location just a block away. The effort, dubbed a “book brigade,” involved people of all ages linking up along the sidewalk, carefully handing off each book until it reached its new shelf on Main Street.

“It was a practical way to move the books, but it also was a way for everybody to have a part,” said bookstore owner Michelle Tuplin. As titles moved hand to hand, participants chatted about the books: “As people passed the books along, they said ‘I have not read this’ and ‘that’s a good one.’”

Tuplin announced the move in January, and excitement grew quickly. “It became so buzzy in town. So many people wanted to help,” she said. What might have taken much longer with a professional moving company was accomplished in under two hours by the community — with the added achievement of shelving the books alphabetically upon arrival.

Tuplin has owned Serendipity Books since 2017. She employs three part-time staff and has kept the spirit of the store grounded in community since it opened in 1997.

Chelsea, located about 60 miles west of Detroit, is known for its close-knit atmosphere. “It’s a small town and people just really look out for each other,” said Kaci Friss, a bookstore employee and lifelong resident. “Anywhere you go, you are going to run into someone you know or who knows you, and is going to ask you about your day.” Reflecting on the event, Friss added that the brigade reminded her “how special this community is.”

With care, cooperation, and a shared love for stories, Chelsea’s residents turned a routine move into a meaningful celebration of connection.

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When people come together for a common cause amazing tasks can be accomplished and society takes notice. Local churches can also give a powerful visual testimony when they come together to serve the community in the name of Jesus.

In the U.S., solo dining reservations have risen 29% over the last two years, according to OpenTable, the restaurant reservation site. They’re also up 18% this year in Germany and 14% in the United Kingdom.

Japan even has a special term for solo dining: “ohitorisama,” which means “alone.” In a recent survey, Japan’s Hot Pepper Gourmet Eating Out Research Institute found that 23% of Japanese people eat out alone, up from 18% in 2018. As a result, many restaurants in Japan and elsewhere are redoing their seating, changing their menus, and adding other special touches to appeal to solo diners. Even so-called family restaurants are increasing counter seats for solitary diners, and restaurants are offering courses with smaller servings so a person eating alone gets a variety of dishes.

OpenTable CEO Debby Soo thinks remote work is one reason for the increase, with diners seeking respites from their home offices. The pandemic also made social interactions less feasible and therefore less important while eating out.

The growth in solo dining also is the result of more people who are living alone. In 2019, the Pew Research Center found that 38% of U.S. adults ages 25 to 54 were living without a partner, up from 29% in 1990. In Japan, single households now make up one-third of the total; that’s expected to climb to 40% by 2040, according to government data.

Increasing interest in solo travel – particularly among travelers ages 55 and over – is also leading to more meals alone.

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A time of solitude can be a refreshing break from a busy schedule. But for many people solitude is not a choice. Without putting singles in an embarrassing spotlight, it would be encouraging if church members would diplomatically invite singles to share a homecooked meal, especially during the holidays.

The UN Refugee Agency says the country of Columbia has hosted 3 million refugees and migrants from neighboring Venezuela. Columbia has also had the second highest number of Internally Displaced Persons, IDPs, in the world. Since 1985, violence and threats from armed groups have caused 6.7 million Columbians to flee their homes and go elsewhere in the country. Almost 20% of Columbia's population have been traumatized by the refugee, migrant or IDP experience. Here's one pastor’s story:

In 1984, Pastor Jose Higinio Licona and his family experienced violent displacement themselves in their hometown. His family owned a 6-acre farm, milked cows, and grew yucca and corn. One evening, when Licona returned from church, he found dozens of uniformed men with guns in his house, nonchalantly sipping his wife's lemonade. They demanded that he join their force. Pastor Jose decided it was time to flee with his family and a few animals. During their flight, they had to sell their animals and food became scarce. They never got their land back. Pastor Licona's current church is small, only about two dozen people. But most of them could report similar stories of loss as IDPs.

Since they were IDPs themselves, Licona's church started helping Venezuelan migrants when they started coming about 4 years ago. They butchered cows and harvested a half ton of yucca. They helped migrants pay rent and apply for temporary protection status. They hosted dinners offering Venezuelan dishes, offered counseling, and shoulders to cry on. They're helping 2,000 Venezuelan migrants who settled in the area. Pastor Jose says helping migrants is instinctive, "How could they not? We are all IDPs!"

This church has given from what little it had. What sacrifice!

In an issue of CT magazine, E.F. Gregory shares the following story of how a persecuted pastor in China prayed for her during the devastating fires in Southern California:

On January 7, 2025, a series of devastating wildfires erupted in the Los Angeles area. As I drove home to Alhambra, strong winds and sirens filled the air, and flames were visible in the mountains. As I drove, strong winds threatened to push my car to the curb. Broken tree branches littered the streets. The Eaton Fire was igniting near Altadena, a suburb north of my location. The community of Altadena would soon be severely affected by the fire.

The Los Angeles wildfires were catastrophic, killing at least 29 people, destroying nearly 17,000 structures, and displacing over 100,000 individuals. The sheer scale of the disaster is overwhelming, making it difficult to know how to respond.

A phone call with Pastor Zhang from eastern China offered a different perspective. While facing persecution and challenges in his ministry, Zhang relies heavily on prayer and a network of believers. When he learned about the fires near my home, he prayed for my family and our community.

Zhang’s thoughtful, empathetic questions surprised me. After all, we were meeting to talk about how he felt to know that Christians outside of China are interceding for his community. Instead, Zhang was remembering and praying for me.

Zhang's empathy was striking, especially given the isolation Chinese Christians often feel from the global Christian community. He emphasized that prayer unites believers across distances and cultures. "We pray for all parts of the world," he said, including the California fires, asking for God's mercy and grace. For Zhang, the fires were an opportunity to connect the struggles of his church with those of mine.

Recent years have been particularly challenging for Chinese Christians due to increased persecution. Zhang said, “In the latter half of the last century, the Chinese church was like an orphan, separated from the family of the universal church.”

Despite these challenges, Zhang believes prayer is a mutual act that strengthens relationships between believers worldwide. Zhang prayed that the disaster in Los Angeles would bring American Christians together to demonstrate God's care for the affected communities.

As we grieve our losses, I’m comforted and humbled to know that the persecuted church is interceding on our behalf. This is why I believe that praying for the church in China is more important than ever. When they suffer, I also suffer. But prayer does not move in only one direction. If I focus only on caring for my Chinese brothers and sisters without allowing them to care for me, we are not in real relationship. We need to pray for one another.

Every real-life love story has a beginning of how they met, but the important part is when you realize that this is the person you want to spend the rest of your life with. Gifts and memorable dates are nice, but when you hear about that moment, it's usually when your significant other shows their kindness. These things aren't usually romantic, but it gives you a glimpse into their character.

A question was posed on the subreddit Ask Women: “What's the moment with your partner that confirmed that you're gonna spend your life with them?” These stories will brighten your day, and maybe raise your standards for finding a partner (or appreciating the one you have).

#1: We had just started dating in college and were driving on the interstate when we saw two old ladies and an old man who had run out of gas on the side of the road. My now-husband drove to a gas station, filled up a container and got them back on the road. I didn’t realize until then that the quality I was looking for in a partner was kindness. We’ve been together 50 years.

#2: When he learned my native language to be able to communicate with my parents.

#3: I worked an extremely stressful job. I had what felt like no free time at all and my car needed some things done. I felt so stressed about it. One day he offered to drive me to work and I happily agreed. While I was at work, he changed my taillight, changed the wipers, and detailed the car. I was at a point in my life where multiple compounded stressors made me numb to emotion. I cried when he picked me up in my car, and I saw all the things he'd done. I knew that moment that he was my forever partner.

#4: We had a long distance for most of our relationship. I had a really bad day at work. He called me when I was finished and told me to walk to a place 5 minutes away. I was confused. I went anyway out of curiosity. I called him back and said what am I meant to be looking for? He told me to turn around and he was standing behind me. Unbeknown to me he had spoken to his boss and taken the afternoon off work. He drove three hours just to come and give me a hug. We had dinner together and then he had to drive home. I was so overwhelmed by how thoughtful it was I cried. I knew from that day that I wanted to marry him.

For Mike Witmer, it began as a neighborly holiday game. Now it has become an enduring tribute. The Witmer’s Christmas lights were already up when Mike heard that his daughter’s friend from the swim team, Kevin, age 11, was coming home from the hospital, having been hospitalized with cancer. So, Mike decided to write “Get Well Kevin” in lights, and Mike’s wife told Kevin’s folks to swing through their court on their way home from the hospital.

Kevin loved the display, and he asked his mom, “Do you think Mr. Witmer will put my name in lights every year?” When Mike heard that his heart crushed and he thought, “Well, how can I not?” Kevin’s cancer went into remission, but every year Mike would hide the words “Hi” and “Kevin” in his display for Kevin to find it--like a Where’s Waldo? game between them.

Sadly, Kevin’s cancer returned, and he died at age 19. Mike spoke at Kevin’s funeral, telling the mourners he’d be making his “Hi Kevin” sign bigger that year, so Kevin would be able to see it from heaven. It has been on Mike’s garage roof every Christmas ever since.

“In the beginning,” Mike said, “my annual ‘Hi Kevin’ was just a silly gesture to a really nice kid who had been through some tough times. But it has been my honor to keep the salute going for his friends and family.”

In an article in Scientific American titled, "Rx for Teen Mental Health: Volunteering," Lydia Denworth writes that "helping others might help depression and anxiety." She gives three examples:

● An early experiment found that 10th graders who volunteered in an elementary school for two months showed fewer signs of harmful inflammation and lower levels of obesity compared to students who didn’t volunteer.

● A group of 14- to 20-year-olds who had been recently diagnosed with mild to moderate depression or anxiety participated in volunteer work at animal shelters, food banks, and other community organizations. They experienced a 19% reduction in depressive symptoms.

● A 2023 analysis revealed that young people who participated in community service or volunteered in the past year were more likely to be in very good or excellent health. They also tended to stay calm and in control when faced with challenges and were less likely to experience anxiety. Why? Helping others improves mood and raises self-esteem. It provides fertile ground for building social connections. It also shifts people’s focus away from negative things and can change how they see themselves.

The movie Hacksaw Ridge tells the true story of a young man named Desmond Doss. Doss grew up as a follower of Jesus who had strong beliefs about not killing, even in war. So, he became a medic. He was openly harassed for this decision. He even faced a court martial before all charges were dropped.

During the Battle of Okinawa, Doss’ unit was told they would have to join the fight to secure Medea escarpment, or Hacksaw Ridge. Many lives were lost. Doss, however, did not leave as he continued to hear the cry of injured soldiers. Doss sought out the wounded and carried them to safety. Then he would pray, “Lord, help me to find one more!”

Just after daybreak, and fleeing from the enemy, he made it to safety among the U.S. troops at the bottom. He was muddy, sweaty, bloody, scarred, and exhausted. He could barely stand. But for someone who had been in the thick of rescuing the dying all night from the throes of the enemy, what would you expect? To rescue, you have to be willing to get in the muck and mire.

This is what God does. He doesn’t abandon the cry of the dying. This is what makes the Triune God different than all other gods. Jesus came to seek and save the lost. This meant he had to get in the muck and mire with us and our sin.

Actress Angelina Jolie claims, “I don’t really have … a social life.” Instead, she admits, “I realized my closest friends are refugees. Maybe four out of six of the women that I am close to are from war and conflict.”

She explained what refugees have to offer that the shallowness of Hollywood does not offer:

There’s a reason people who have been through hardship are also much more honest and much more connected, and I am more relaxed with them. Why do I like spending time with people who’ve survived and are refugees? They’ve confronted so much in life that it brings forward not just strength, but humanity.

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Angelina Jolie may not be a follower of Jesus, but she does have some biblical truth here—suffering can make us deeper and more compassionate people.

Silinia Pha Aphay was sprinting in the preliminary Olympic rounds of the 100-meter dash event, when something unexpected happened.

Aphay, who ran for her native Laos, must have felt a sense of solidarity with the other runners in the preliminary rounds. Alongside sprinters from Turkmenistan, Niger, Paraguay, South Sudan, Palau, and Congo, Aphay was not expected to contend for a medal, but simply to enjoy the prestige of competition and serve as an inspiration to others in her nation.

So, when she crossed the finish line, and heard the crowd reacting in dismay, she immediately turned around and saw one of her competitors, Lucia Moris of South Sudan, laying on the ground in agony. Without pausing, Aphay ran back to console her fellow racer, who was shrieking in pain and holding her right leg.

“We are athletes,” Aphay said. “All 100 meters athletes have to know how being hurt feels. And this is a big competition. It’s a big dream to come here. But you get hurt here. So, everybody knows the feeling.”

Ultimately, Aphay couldn’t do much to physically assist Moris. “Just cry out,” she told Maris. But she stayed with her fallen friend until medics came and placed her on a gurney.

“I can only share her pain.”

Possible Preaching Angle:

When we are present with those who are suffering, we model the love of Jesus, who reached out to the afflicted and downcast.

At a moment when Veronica Fraley should’ve been focused only on the task ahead of her, instead she was preoccupied with issues thousands of miles away.

Fraley wrote on X, “I compete in the Olympic Games TOMORROW, and can’t even pay my rent.” Fraley was a graduate student at Vanderbilt University who’d recently set a school record in the discus event. “My school only sent about 75% of my rent while they pay football players (who haven’t won anything) enough to buy new cars and houses.”

Fraley’s post caught the attention of Flavor Flav, co-founder of the legendary hip-hop group Public Enemy. Flav had became an Olympic booster and enthusiast for the women’s water polo team after he found out how much they’d achieved and the economic hardships they had to overcome. Flav told NPR:

When the women aren't in the water playing water polo and everything, you know, they're home, working active jobs - one, two and three jobs. These girls are out here busting their butt to make the United States look good. So, when they're out here playing and practicing, it takes them away from their work. So, I said to myself, why not step in and try to help these girls out?

That resulted in Flav committing to a five-year sponsorship agreement with USA Water Polo, making undisclosed financial donations as well as several high-profile appearances at events and using his social media platform to promote the team.

So, when Flav saw Fraley’s post, he was already primed to help. “I gotchu,” Flav responded on X. “DM me and I’ll send payment TODAY so you don’t have to worry bout it TOMORROW … and imma be rooting for ya tomorrow LETZ GO!!!”

Alexis Ohanian, co-founder of the website Reddit and husband to tennis legend Serena Williams, quickly jumped into the thread. After offering to split the rent, Ohanian did much more, sending more than $7,000 via Cash App.

“This is the power of community,” said Flav in a responding tweet afterwards. “Now she can focus on getting that hardware.”

Lack of transportation is an obstacle many homeless people face in rural areas without public buses as well as in big cities designed for cars. Without a bicycle or a friend with a vehicle, the homeless are stranded, sometimes unable to pick up prescriptions, go to food pantries, or hold down a job.

Enter Roberta Harmon, a street minister recognizable by her white heart-shaped glasses and fiery red hair who fixes up old bicycles for homeless people who need them to get to jobs. Harmon has given out roughly 1,000 bikes. She has also worked with volunteer mechanics for eight years—scavenging rummage sales and garbage bins on bulk pickup days and building bikes with salvaged parts. The police department also donates lost or unclaimed bicycles it recovers to her.

Harmon said, “We realized that people could get a ride to the interview but then once they got the job, the rides dried up. So how were they supposed to keep their jobs?”

She learned her mechanic skills on YouTube and from growing up poor; in a pinch, she will substitute lip balm for grease, and nest a small tire inside a larger one with screws in it for do-it-yourself snow tires. Her latest project: refurbishing trashed lawn mowers in hopes of starting a landscaping company that can employ people who are unhoused.

“I don’t want to help you stay in a pit,” said Harmon, who adds that many anti-poverty organizations aren’t effective.

One can never truly predict the ways in which an act of kindness can reverberate.

When Emelia Epstein heard that her sister Helena was nervous as she prepared to take the Graduate Record Examination (GRE), she knew what she had to do. Emelia had taken the same test three years prior, and wanted to offer to Helena the same words that had given her comfort, calm, and determination back then.

Emilia had received a standard voicemail reminder from the testing agency, “Come confident and well prepared. Miss Emilia, this is what you studied for, this is what you worked hard for.” But the woman didn’t stop there:

Bring your best girl confidence. Bring your best girl magic. It’s called girl power. Girl power is the best power, ain’t nothing better than that! So, put in your head that this is what you want. Don’t come nervous. Because when you have to do something for work, you’re not nervous. ... So just come the same way as if you were coming for work. And just tell yourself, ‘I worked hard for this.’ Other than that, honey, I will see you tomorrow in the afternoon. And come with a smile because I’ll have one already. Have a great evening.

That voicemail had been such a great balm of encouragement for Emelia, that she’d kept it for three years. So, when Helena called her feeling nervous, Emelia shared them with her sister over FaceTime.

Helena said, “I’m not a good test taker. I was feeling stressed and under a lot of pressure. I thought [the voice mail] was so sweet.”

The next morning, Helena decided to share the message of encouragement with her followers on TikTok. Not only did it end up amassing over six million views and 14,000 comments, but sparked an effort to locate the woman who offered those encouraging words, who identified herself only by her first name, Tameka.

Before long, Tameka Rooks heard from a colleague about the viral video. She initially thought she was being pranked, but when she saw the video, she was shocked. “It was just unbelievable,” said Tameka. “And to see that so many people had already seen it by the time I found out! The world knew before I did.”

Helena eventually got Tameka’s contact info, and called her directly to share her appreciation for the encouragement. As part of their conversation, Tameka shared her motivation for sharing those words, which were typical in all her reminder calls, “The goal is to not be nervous. It’s a lot of money [to take the exams]. So, I’m just trying to push you. You might be my next doctor. I might need your help one day.”

Six-time Super Bowl winner Bill Belichick and the New England Patriots parted ways in January 2024. This sparked a lot of commentary on the coach’s legacy. Offensive lineman Damien Woody played for the Patriots from 1999 to 2003 and was integral in helping the team win two Super Bowls. Speaking on ESPN's morning talk show First Take, Woody explains how Belichick went the extra mile to help him reach his full potential, on the field and in life:

I tell people this all the time. Every moment I stepped in that building in New England it was like game day every day. You had to be mentally and physically prepared to be in a grinder. That's the type of environment that Bill had in New England. He always made sure that everyone was uncomfortable. Because we know that when you're uncomfortable that's when the greatest growth comes about within you as a person. So, it should surprise no one the level of success that Bill and the New England Patriots had because of the environment that was there.

But I remember Bill back in my early days. "I think it was like 2001, Bill Belichick put an anchor in our locker room. That anchor signified how much overweight we were as a football team and how much dead weight we were carrying around that was keeping us as a team from getting to where we want to go. During my playing career I always had problems with my weight. So instead of reaming me, Bill went out of his way to set me up at a program at Duke University. Paid for it himself. I was down there for two months. This man came down to North Carolina multiple times to check on me to see how I was doing.

That to me speaks volumes about the man. And so, like I sit here today just processing and I'm thankful for every lesson that I learned there because I've been able to carry that not only through my playing career but just through my life in general.

Kindness can be addictive and one small gesture can start a chain reaction of kindness according to readers of The Wall Street Journal who have written to the newspaper to tell their story.

Theresa Gale was locking up her church recently after a long day of volunteering when a young woman approached her, asking for water and bus fare. It was late and Gale was alone. But she gave the woman a bottle of water and $15 and offered her a ride to the bus stop.

In the car, the woman asked about the church, and Gale explained that the members believe that they have a duty to help those in need. “Well, you are God to me today,” Gale says the woman responded. “I was touched,” says Gaile said. “It was as if I, too, had received a blessing.”

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“When we act kindly, the systems in our brain associated with reward light up, the same ones active when we eat chocolate. They make us want to do that same awesome thing again.” -Jamil Zaki, associate professor of psychology at Stanford University

Brookdale Senior Living is one of the industry's leading providers of senior adult care, with over 600 facilities across the United States. But employees have been complaining that the chain’s centralized computer system, which prioritizes efficiency, misses some of the nuance involving caring for seniors. As a result, they say, its staffing algorithms consistently understaff facilities, and the quality of care suffers.

Patricia McNeal spent six years overseeing facilities in Ohio and Florida, but was forced out after complaining to her superiors about the substandard staffing recommendations. She said, “Brookdale is handing you this thing that says, ‘This is what it says you need, hire for that.’ My eyes told me that we weren’t getting enough.”

And she’s not alone. At a facility in Florida, Brookdale recommended fewer employees than buildings on campus, making it impossible for staff to always monitor all residents. And at a facility in Texas, caregivers were given only 20 minutes to help residents undress, shower, and get dressed again, a standard they could not meet.

According to a report in The Washington Post, the problem stems from decades old research bankrolled by corporate executives looking to cut costs and maximize revenue. They timed a set of caregivers performing various tasks, then fed that data into their programming, erroneously assuming that all adults have the same needs and that those trends would never evolve over time. What resulted is a standard of low-skilled laborers performing rote tasks, treating human beings like widgets on an assembly line.

This labor model fails to account for the complexities of dealing with adults who may be facing cognitive decline. When any one task takes longer than anticipated, it subtracts time from the entire pool of available hours, which prevents some residents from receiving essential care.

In an email to her superiors, Brenda Jarmer, a director of operations in Florida, pleaded for intervention, “I cannot stress to you how bad it is … I am asking for help.”

Possible Preaching Angle:

Being a wise steward of resources is important, but we should never be so concerned with efficiency and conformity that we fail to care for the weakest among us.