FSA 2020-2021
Impact Report

30 Years. Honoring the Light Within.

About FSA

Friends Services Alliance (FSA) is a national professional association of values-aligned organizations that serve seniors. We support both staff and governing boards of CCRCs/life plan communities, home care groups, foundations and others by providing a spectrum of professional services specifically designed for our industry.

2021 marks the 30th anniversary of FSA’s service. Since 1991, our 15 founding members have grown to include nearly 30 member organizations and more than 60 compliance and risk management clients in 16 states. Through the lens of our Quaker heritage, FSA’s work remains focused on best practices and education for our partners as they aspire to deliver the highest quality services to older adults. We are grateful to those who are part of our history, and we look forward to advancing the industry for years to come.


To advance the performance of values-aligned organizations that serve seniors through training, services and relationships.


A growing collaborative of organizations that serve seniors: focused on excellence, prepared for the future.


Inner light, integrity, gentle bravery, being community, presence.

Board & Organizational Development

This year, a forced pivot from in-person to virtual consultation did not slow FSA’s board/organizational development efforts. 


Jane Mack, our President/CEO, completed two LeadingAge QuickCasts on the topics of The Principles of Good Governance and Board Engagement: Structure, Culture, and Decision Making.

In addition, we continue to collaborate on Diversity, Equity & Inclusion efforts with our members, and organizations beyond the FSA core membership. This work affects all facets of the organization from staff to the board, and helps with building awareness during this unprecedented time of awakening in our country. 

Quaker Connection Video Series

This July, our President/CEO Jane Mack partnered with David Jones, retired Vice President of Development for The Kendal Corporation, to record a series of videos about Quakerism.

The Quaker Connection Video Series offers perspectives on living and working in a Quaker values-rooted environment. Designed for board members, residents, clients and staff of Quaker values-aligned senior care providers, these short videos and their accompanying reflection questions explore the history, beliefs and practices of the Religious Society of Friends. 

694 YouTube Views
5978 Website Hits

Behind the scees of filming the Quaker Connection videos.

Behind the scenes of filming The Quaker Connection videos.

Compliance & Risk Management

“In the world of compliance, it’s the little things that can get you. I appreciate that FSA holds us accountable for updating and sharing information, which means we stay current. They really have our best interests in mind.”

- Ann Patterson, Vice President of Health Services, Broadmead

6 Compliance webinars with 818 attendees
3 Risk Management webinars with 63 attendees
310 compliance reviews
57 risk reviews
147 locations; 16 states – (Compliance) 
24 clients; 40 campuses – 6 states (Risk)

7th Annual

Compliance and Risk Management Conference

A virtual multi-session exploration of the most pressing issues of 2020

154 Leaders
59 communities 

* Regulatory Update

* Patient-Driven Payment Model (PDPM) and Final Rule Implementation

* Medical Marijuana in Post-Acute and Long-Term Care

* Winning Documentation Practices

Compliance Community

325 Discussions

Topics include: COVID-related topics - screening, vaccination policy, technology, telehealth and telemedicine policies, and more.

315 Library Entries:
Policies, Webinars, Tools and guides for compliance officers, boards and staff.


"Essential Elements of an Effective Compliance Program"

This nine-part blog series took a deep dive into each component that will ensure a successful compliance program within senior living organizations.


3716 web hits

Education & Training

Keeping your entire team a step ahead.

Learning Labs

Virtual trainings on timely topics for employees at all levels. In the past year, FSA has held more than twice the number of Learning Labs than in 2019. Introducing a digital option resulted in increased participation by members nationwide.

  • 19 Learning Lab programs

  • 221 attendees


FSA Leadership Institute

Leadership Graphic_Turning the Camera Ba

Leadership Institute Alumni and other leaders explored leadership in a changed world in our fall 2020 Leadership Workshop Series: "Turning the Camera Back" and "Design Thinking." 

The ninth cohort is slated to begin their leadership journey with us in July of 2021.

Photos (Left and Center)- Leadership Institute cohorts in session, and celebrating their completion of the program. Far Right - facilitators (front) Dr. Nancy Aronson, (back from L to R) Jane Mack, FSA President/CEO and Marsha Wesley Coleman, FSA Director of Learning and Development. 

Diversity & Inclusion

Our focus on diversity, equity and inclusion grew this year through open conversations and a concentration on offering new learning opportunities.

  • Two all-member conversations on race were attended by nearly 200 participants.

  • New educational offerings: 

    • Intercultural Development Inventory Assessment

    • Ouch! That Stereotype Hurts 

  • We offered 11 virtual programs as well as on-site training and consulting tailored for member organizational needs.

when cultures meet.jpg


Member organizations who were slated to host in-person interns successfully adapted their experiences: 

  • 4 virtual internships were completed in the summer of 2020.

  • 7 opportunities offered by member organizations for the summer of 2021.

  • 56 completed since the inception of the Internship program 10 years ago. 

Last year’s interns meet with FSA’s Marsha Wesley Coleman and Emily Vassoler, former FSA intern.


73% of FSA members

participate in at least one of the collaborative insurance programs accessed through FSA

10 Peer Groups transitioned to virtual meetings 

increasing frequency from bi-annual totaling 34 meetings in 2020

Current Peer Groups:

Administrative Assistants, Admissions Marketing, CEO, CFO, Development Directors, Diversity, Resident Services, Human Resources, Training & Development

46 Job postings 

Postings receive increased visibility through and

Did you know

you do not need to wait for a Peer Group meeting to connect?

Our online community provides quick access to your peers to share best practices, resources and gain support. We currently have more than 350 active FSA members engaging online. Simply use your member login to start connecting. Need help with your login? Email us.

Friends Life Care Partners:

Sharing Gratitude for FSA and Foulkeways

Elise Lamarra MS, BSN, RN

Chief Operating Officer

Friends Life Care Partners

In early January, Friends Life Care reached out to Friends Services Alliance to see if an FSA member community would be able to help one of the people we serve through the Mutual Aid Agreement.  The challenge was we had learned our frail, elderly member who was receiving care in the home would be without heat for a period of six weeks.  At the time, we thought he had no options.  And since he required assistance with his activities of daily living, we knew he would need personal care services.  The individual’s power of attorney is his only family, and they live out of state. 


Although I really was not expecting to be able to get help during this time of the pandemic, I heard back within hours with an affirmative response from the team at Foulkeways.  They had a room available that would include a TV and all the amenities our member would need to be safe and comfortable.  At the last minute, his power of attorney was able to resolve the issue; and we no longer needed to help transfer the member out of his home.  This incident showed us how valuable our FSA membership is and how supportive our fellow member organizations are with one another. And for that we are very grateful.

Financial Highlights

2021-05-78 FSA Financial Chart Redesigns
2021-05-78 FSA Financial Chart Redesigns
2021-05-78 FSA Financial Chart Redesigns
2021-05-78 FSA Financial Chart Redesigns