Social workers help residents and their families navigate medical needs by providing support, guidance, and advocacy to promote their overall well-being.

March is National Social Work Month, and to celebrate, we interviewed Connie Ely, Social Service Director at Autumn Care of Portsmouth, and Tracy Krah, Social Services Director at Green Ridge Care Center, about their backgrounds, careers, and experiences as social workers in the healthcare industry.

   

Tell us about yourself.

“I am a Social Services Director with over 16 years of experience,” responded Ely. “I am deeply passionate about advocating for residents and supporting families during the most vulnerable season of their lives. It is not just a career for me; it is a calling. My personal life experiences have shaped how I show up in this role with passion, patience, dignity, respect, and quality of life for every resident.”

“I am the oldest of 6. I will be married for 42 years, and I have 4 children and 9 grandchildren. My husband was in the army for 9 years, and he left active duty in 1993. I went to college after I had my children, and I got my associate’s degree in human services at Luzerne County Community College and then continued for my Bachelor’s degree at Penn State,” Krah told us.

What is your career background?

“Before working in long-term care, I worked retail,” Krah told us. “After leaving retail in 1996, I worked as a CNA at Green Ridge. While working on my associates degree, I was promoted to Social Services Director in 2000.  “My career has been rooted in long-term care and social services for 16 years,” Ely said. “I work closely with residents, families, and our interdisciplinary team to address behavioral health concerns and care coordination. As a social services director, I also focus on compliance and ensuring the residents’ voices are heard. Recently, I’ve had the honor of stepping into the mentorship role. The passing of my mom gave me clarity and strengthened my compassion, my leadership, and my commitment to serve others. Over the years, I have seen how social services support has changed the outcomes between residents and their families, and it has been wonderful to be a part of.”

What qualifications do you need to become a social worker?

“You need a bachelor’s degree in social work or human services,” Krah told us.

Ely agreed and added, “You need formal education in training and ethics, documentation, and advocacy. If you want to work in a long-term care setting, you need to have knowledge of regulations and resident rights. Continuing education and professional growth are also beneficial because they helps give you knowledge to better serve the residents.”

Tell us the skills you need to be a social worker.

“You definitely need strong communication skills, empathy, emotional intelligence, the ability to build trust, critical thinking, advocacy, organization, and clear documentation skills. The most important skill is being compassionate and setting healthy boundaries while still leading with care,” Ely said.

Krah also believes you need strong communication skills, and added, “You need to communicate with residents and their families. You also need empathy and active listening skills to best receive messages. It is important to be a critical thinker because we do a lot of problem-solving. Lastly, you need to be aware of your own bias and cultural differences when interacting with the residents and their families.”

What is a typical day like for you?

“It is never the same,” Krah said. “I have my day planned out with what I need to accomplish, but there are times when I am needed elsewhere, and I help where I am needed. I like to be able to jump in and help when someone needs me. During my day, I also attend corporate or facility meetings and care plan meetings. I also do admissions assessments, discharge planning, and admissions calls.”

“I am constantly doing rounds and checking on the residents. I also reach out to the families to provide any updates on their care. I take pride in doing rounds and making sure families, staff, and visitors are doing well. I want to let them know that they have a social worker in the building. I like advocating for resident rights and safety, as well as coordinating with the administrator and other staff, as well as outside agencies, to make an impact on the residents and their families,” Ely told us.

What is your favorite part of your job?

“For me, my favorite part is really making a difference,” Ely said. “I enjoy planting a seed because I know that the seed will grow. Having empathy and strong communication skills can help. I enjoy breaking barriers and just making people feel special when they are overwhelmed, uncertain, and vulnerable. I also love building relationships with residents and families. I enjoy helping them and building positive outcomes. I love making a difference and knowing that the residents are being heard and that their rights are protected.”

“It is the residents, Krah told us. “I love to have interactions with the residents. They are vast in knowledge, and there is so much that they share with you. I learn from them every day.”

What is your favorite memory thus far at your building?

“Back in October, we had 4 residents who turned 100, so the Life Enrichment Department put together a huge party. One of the residents’ favorite things is a school bus, and we got him a little school bus for his birthday, and he was so excited,” Krah said.

“There are two things that were very special to me: one of the most meaningful memories is a very personal one to me. Before my mom passed recently, she was a resident at my facility for rehabilitation. Being able to support her as a daughter and as a professional gave me a deeper understanding of what happens when they trust loved ones to our care. This first-hand experience helped me better support families,” Ely told us.

“Another unforgettable moment was when I helped one resident reunite with his family in Peru, “Ely continued. “I coordinated with his family and the consultant of Peru in Washington, D.C. to work on a plan to reunite him with his family. Seeing him return home where he belongs was incredibly rewarding. Moments like these remind me that social work stands beyond paperwork: it is about restoring dignity, connection, and humanity.”

Do you have any advice for those looking to become a social worker?

“I will say that my advice to become a social worker is that you have to have the heart for service. I enjoy serving others. That has to be within and can’t be taught. It is deeply rewarding, but it can also be emotionally demanding. Find mentors, build a support system, and prioritize self-care. Never lose sight of why. I always remind myself of the reason why. Even the small amount of compassion can have a lasting impact. This work can change lives, including your own,” Ely said.

“Go for it,” Krah said. “There are stressful days, but they pass. When you get to have conversations with the residents and the families, it is worth it. Sometimes they don’t have any family, so the conversations we have with them mean the world to them.”