Neal Smith – Sun Health

Sun Health is a non-profit organization committed to enhancing the quality of life for seniors, providing a wide array of services that include senior living communities, wellness programs, and philanthropic support. With over 50 years of trusted service in the greater Phoenix area, Sun Health is known for its dedication to creating a fulfilling and carefree lifestyle for its residents. At the heart of this mission lies operational excellence, and a critical piece of that puzzle is the management of the physical infrastructure that supports the organization’s three senior living campuses. Neal Smith, the vice president of facilities management, leads this charge, whose role is integral to maintaining Sun Health’s properties’ safety, functionality and efficiency.

Smith’s responsibilities are far-reaching, overseeing all aspects of facilities operations, from daily maintenance to long-term strategic initiatives. Since joining Sun Health, Smith has been a driving force in modernizing and centralizing the organization’s operations, mainly through developing the Policy Standard Process. This initiative has unified Sun Health’s policies and procedures across its various campuses, ending the siloed operations that once characterized the organization.

“By adopting the best practices from each community and creating a streamlined, standardized framework, we have significantly improved operational efficiency, enabling smoother transitions during organizational changes and ensuring a consistent experience for residents and staff,” Smith tells Blueprint during an interview in the fall.

Ensuring safety and compliance

A key pillar of Smith’s leadership is his focus on life safety and regulatory compliance. Recognizing the critical importance of safety in senior living environments, Smith and his team developed a robust preventative maintenance plan beyond meeting regulatory requirements. He introduced a comprehensive hardcopy and digital documentation system, meticulously recording all inspections, rounds, and regulatory paperwork. This system ensures that Sun Health’s buildings are compliant and prepared for unforeseen issues. Smith implemented a numbered indexing system that simplifies communication and improves response times for facilities-related concerns, ensuring quick and effective resolutions.

Another of Smith’s key achievements is the Maintenance Operational Excellence (MOE) program, a bi-annual survey that rigorously assesses the operational performance of each campus. The MOE program grades facilities based on adherence to the newly established standards, providing clear benchmarks for improvement and celebrating operational successes. The impact of this initiative was evident when Sun Health’s skilled nursing facility recently underwent a Department of Health Services inspection and received zero findings, an impressive testament to the thoroughness and effectiveness of Smith’s management and the diligence of the facilities team.

“Our residents put a lot of trust in us, and we take that seriously. For us, safety is more than just checking a box; it’s about creating a place where people can truly feel secure and cared for every day,” Smith says.

Elevating industry standards

Beyond optimizing daily operations, Smith is committed to fostering talent within his department. The growing shortage of skilled tradespeople, particularly in areas like HVAC and facilities maintenance, presents a significant challenge. To address this, Smith is spearheading the development of the Facilities Advancement and Mentorship Excellence (FAME) program, set to launch in late 2024 or early 2025. This in-house training and mentorship initiative will provide hands-on, tailored training for recruits, equipping them with the skills and knowledge necessary to meet Sun Health’s high standards. The FAME program ensures Sun Health can attract and retain top talent and creates a pipeline of skilled professionals fully immersed in the organization’s values and operational standards.

Smith’s leadership has been a game-changer for Sun Health, advancing its ability to provide its residents with a safe, seamless, and welcoming environment. His strategic approach to operations, dedication to life safety, and focus on developing future talent have raised the bar for Sun Health and set new standards for the senior living industry. Through his efforts, Sun Health continues to thrive, ensuring that its communities remain vibrant, safe, and enjoyable places to live in for years to come.

“We’re committed to nurturing talent and fostering a culture of excellence. By investing in our team’s skills and growth, we ensure that we provide our residents the best possible environment,” Smith says.

Building success through self-reliance and dedication

Smith’s passion for fixing things began in his youth, inspired by his mechanic father. He embraced self-reliance, mowing lawns and doing odd jobs while learning valuable hands-on skills. His strong work ethic was shaped by his parents and grandparents, who taught him that hard work is essential for achieving goals.

Smith earned a business degree in management and operations from the University of Phoenix, which laid the foundation for his career. He started as a lead HVAC technician and later became a lead engineer for Marriott, sharpening his expertise. In August 2003, Smith joined Sun Health as an HVAC tech and steadily advanced within the organization.

By August 2022, he was appointed vice president of facilities management, a role he never expected to hold. Smith’s journey at Sun Health has been transformative, allowing him to carve his path. As he prepares to oversee the construction side of the business, he reflects on how his diligent, quiet nature has guided him into leadership.

Despite his achievements, Smith remains humble and often downplays his successes. Outside work, he enjoys the outdoors, camping, and jet skiing across Arizona’s lakes. A Midwest native and dedicated Notre Dame football fan, Smith finds joy in reconnecting with the practical, self-reliant mindset that has fueled his career.

“I am incredibly fortunate to work alongside a talented team of colleagues who not only share my vision and passion for Sun Health and the residents we serve but have also played a vital role in our success in facilities management. Their dedication and contributions have been instrumental in achieving our shared goals,” Smith says.