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    DIETZ
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Ludlow Senior Center - Ludlow, MA
  One Year Later
Continued from page 11
and understanding with their work- force. PeoplesBank has done that very well over the years; we’re just going to have to adapt a lot more quickly. Work- force skills are going to have to adapt tremendously for all our industries; we’re moving toward a more technol- ogy-driven world. It’s already changed for us — we’ve seen a huge change in the last nine months. Our numbers in the digital perspective and how people utilize their banking services has shift- ed 20% to 30% utilization that is totally digital. If you weren’t there before the crisis, you’re going to fall behind from an industry perspective. My perspec- tive is that things are going to change; things are going to be very different than they are now.
Stelzer: ‘New normal’ is an interest- ing phrase, but there’s nothing normal about this. As we stabilize, as more vaccine gets out, I agree with the panel — resiliency is huge. In our industry, specifically our senior/elderly portfolio, you’re going to see a lot more ‘healthy housing’ initiatives, as we’re calling them, which is a combination of tele- health for seniors and more on-site clinics for seniors. You’re going to see
a whole difference in the way legacy elderly/senior property providers han- dle their air flow, their air circulation, and keep any inflection to a low level.
Also, on the digital side ... think
about how we stood the country up on
the backs of broadband — it’s nothing
short of amazing in all of our indus-
tries, from higher ed to telehealth to
property management and banking.
And we couldn’t have done that 20
years ago. My one concern there is the
digitaldivide.Whathappensnextwith C M
broadband becomes a very important Y
discussion; there’s already discussion inCM
the State House about making broad- MY
band a normal utility and not a private CY
the crisis tested you? What have you learned about yourself, as a person and a manager? And has this made you a better manager?
Cooper: Let me say, my patience has been tested, certainly, since last March, and I’m working hard at meet- ing people where they’re at and listen- ing and trying to slow down. And I’m also trying to be a good role model — not having Zooms on Sunday and carv- ing out time for family. To lead during this turbulent time, you have to be self-aware, and you have to take care of
One Year Later
Continued on page 47
 2018 business west ad_jr_may.ai 1
4/18/2018
4:46:47 PM
           NORTHSTAR RECYCLING - East Longmeadow, MA
Bringing luxury homebuilding to the office.
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  service.
CMY K
Bitsoli: On the healthcare front,
we need to continue to have a laser focus on the resiliency and well-being of our colleagues and our employ-
ees — they’re the most valuable asset that any of us has. And as this virus evolves, as there are variants, and as there are future viruses, there is a daily drive here around clinical excellence and patient safety and quality where we may have to continue to adapt that clinical model.
I never thought I’d see the day when 100% of the patients are being swabbed for a virus ... so, for me, look- ing at the clinical excellence and keep- ing the public safe with high-quality care, and how this virus evolves, we’re going to have to be able to adapt to whatever the future holds for us to keep the community safe.”
BusinessWest: Much has been made about how to manage, and manage effectively, in a time of crisis. How has
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