QUEENS — New York State Veterans Home at St. Albans residents have long known that quality care begins with dedicated workers.
Now, national recognition by U.S. News & World Report is shining a spotlight on the facility and the CSEA members whose hard work, compassion and professionalism helped earn the home a place among the best nursing homes in the country.
While CSEA members are celebrating the recognition, for them, the true measure of success is providing exceptional care, dignity and respect to veterans who now call the facility home.
The distinction recognizes excellence in areas such as quality of care, resident satisfaction and overall performance. For the employees who care for veterans every day, the honor is both gratifying and well deserved.
“We have been the best. We just needed to be recognized,” said Activities Assistant Macrina Shallow, an 18-year employee who helps enrich the lives of residents through recreational and therapeutic programming that range from outings to helping residents stay connected to loved ones. “Nursing does the health, dietary does the nutrition, and we do the mind and wellness. We really try to support the residents in their overall well-being.”
Employees say caring for veterans is both a responsibility and a privilege. “We need to support the people who support us,” Shallow said.
That philosophy can be found throughout the facility. Employees repeatedly pointed to teamwork as the driving force behind the home’s success.
“[The recognition] makes me feel very special because we are taking care of veterans, and they are well taken care of,” said Director of Housekeeping Hamlet Daley. “The facility is maintained, the environment is good, and they are comfortable. Everyone works as a team. We get the job done.”
Housekeeper Richard James echoed those sentiments.
“Working as a team is the best,” said James. “I’m proud working here. It’s a wonderful experience.”
For Licensed Practical Nurse Supervisor and CSEA Local President Allison Baptiste, the recognition validates the workers’ commitment to continue striving for excellence.
“I was very happy, and it’s well deserved,” said Baptiste. “We work very hard to achieve that. It helps motivate the staff to give the residents even better care.”
As both a nursing supervisor and union leader, Baptiste knows the workers’ dedication. “We’re awesome,” she said with a laugh. “We really do a good job here.”
Baptiste added caring for veterans carries special meaning because of their service and sacrifice.
“They served this country,” said Baptiste. “I think we owe it to them to care for them and do the best we can. Every day we step through the front door, it’s our duty to make sure they’re safe and well taken care of.”
Some of the most meaningful moments come through personal connections with residents and their families. Baptiste recalled a resident during the COVID-19 pandemic whose final conversation with his mother took place with her assistance.
“That will remain with me forever,” said Baptiste. “It reminds you how important it is to be there for residents and their families.”
On the dementia unit, Certified Nurse Assistant Colleen Hamilton experiences the challenges and rewards of caregiving. She described her work as demanding but deeply rewarding.
“It makes me feel even much better going home this evening,” Hamilton said of the national recognition.
One recent highlight was helping celebrate a resident’s birthday. “He was happy and clapping, and he cut the cake and he was dancing,” said Hamilton.
For Hamilton, the greatest reward often comes in simple moments. “When a resident says, ‘Thank you,’ it makes me feel so good,” she said.
Food Service Supervisor Nikita Gladstone helps ensure residents receive meals that are both nutritious and enjoyable. The dietary staff regularly meets with residents to learn their preferences while also accommodating allergies and special dietary needs.
“Teamwork and the love that we have amongst each other” help make the facility successful, Gladstone said.
She takes particular pride in hearing residents express appreciation for the meals prepared by her department.
“When they say, ‘Thank you for helping us’ or ‘Thank you for feeding us,’ it makes you feel so good,” Gladstone said. “You’re giving back to the people who served.”
As Shallow prepares for retirement, she says one thing stands out above all else.
“Teamwork. Teamwork. Teamwork,” she said. “I have a wonderful team here. We all pull together when issues or concerns come up. We have each other’s backs. I think this is a great place to work.”
— David Galarza