Gabrielle Pumpian returns, joined by death doula and end-of-life consultant Nicole Soares, for a profound conversation about the one thing every home care agency deals with but few are prepared for: death.

They explore a common operational mistake: failing to align a caregiver's duties with a client's core values, leading to disengagement and a reduced schedule. Nicole shares her powerful personal journey that led her to become a "one-stop death shop," while Gabby reflects on the costly mindset of viewing a client's passing primarily as a revenue loss. The discussion offers actionable advice on preparing caregivers for end-of-life care, creating true partnerships with hospice, and building a company culture that sees death not as a failure, but as a sacred, honored part of life.

Lesson Takeaways:

1. Align Care with Client Values, Not Just Tasks: A client's well-being is tied to their passions. Failing to connect care with what brings them joy can lead to client dissatisfaction and reduced hours.

2. Reframe Death from a Loss to an Honor: Shift the internal mindset from seeing a client's passing as a revenue hit to recognizing it as a sacred event your team is privileged to support.

3. Your Caregivers Need to Process Grief: Create safe spaces and rituals for caregivers to express emotion and process grief after a client dies. This is critical for their well-being and retention.

4. Forge Deep Partnerships, Not Shallow Referrals: A true partnership with hospice or a death doula involves joint training and shared values, not just exchanging business cards.

5. Identify and Empower Your "Death Liaison": Not everyone is comfortable with end-of-life conversations. Identify a team member who excels in this area and empower them to be the specialist and emotional support point person.

Timestamps:
00:01 - Introduction to a unique episode on death, dying, and home care

02:18 - What is a death doula? Nicole Sos explains her role as a "one-stop death shop"

05:35 - David on America's death-averse culture and its link to senior loneliness

06:12 - Nicole's personal catalyst: The accident that put her in charge of her best friend's life-and-death decisions

09:41 - The critical gap in advanced directives: Why having a document doesn't guarantee your wishes are followed

13:45 - Gabby's challenge: Should home care agencies make advanced planning a standard part of their assessment?

17:08 - Gabby's journey from avoidance to leaning into conversations about mortality

21:00 - The "inconvenient truth": Confronting the gut reaction of revenue loss when a client passes

24:49 - Nicole's experience: When a hospice provider's policies conflict with a client's desire to end suffering

28:30 - How to practically and emotionally equip caregivers for a client's final days

31:47 - A powerful success story: Matching a client with a water aerobics-loving caregiver to restore joy and purpose

34:20 - Tapping into an untapped resource: Leveraging the cultural strengths of your caregiver team

35:15 - A simple, high-impact cultural practice: Implementing a daily 10-minute team meditation

37:51 - The power of ritual: Creating meaningful ways to honor clients who have passed away

43:00 - The non-negotiable: Creating safe spaces for caregivers to express emotion and process grief

44:44 - The leadership imperative: Framing end-of-life care as a gift and an honor, not a burden

46:30 - How to identify and empower a "death liaison" on your team to lead with heart and expertise

Quotes:
Nicole Soares: "I realized I could hold space for people that are dying and that I'm very deeply committed to helping people have good deaths... it was because I didn't get that when I needed it."

Gabrielle Pumpian: "When you hear that you've lost two 24/7 clients... when you hear that two people have died, that makes it really difficult to then be able to support your caregivers. Ask them questions, pause, help them understand grief."

Nicole Soares: "I really challenge caregivers and these home care companies to really look at what is a client's value and how do we align with that."

David Knack: "What a gift that our people are in this business where they get to stand in the gap where family is not able to be there."

Resources:

1. Connect with Gabrielle Pumpian on LinkedIn: https://www.linkedin.com/in/gpumpian/

2. Connect with Nicole Soares on LinkedIn: https://www.linkedin.com/in/nicole-soares-420bb27/

3. Learn more about Nicole’s services on her website, Eco Love Transitions: https://www.ecolovetransitions.com/

4. Connect with David Knack on LinkedIn: https://www.linkedin.com/in/david-knack/

5. Powered by Zingage: https://zingage.com

6. Watch Episode on Zingage’s YouTube: https://www.youtube.com/@Zingage