Engaging our LGBTQ Customers: Putting our Best Foot Forward

When:  Jun 7, 2022 from 12:00 to 13:00 (ET)
The June FPA DEI Learning Series presented by the PridePlanners Knowledge will be held on Tuesday, June 7th at 12 pm ET.

Guest speaker Tim R. Johnston with SAGE will be presenting, "Engaging our LGBTQ Customers: Putting our Best Foot Forward."

We know an essential part of customer service is building trust and rapport. What can we be doing, from our first impressions to our paperwork and products, to let our LGBTQ clients know that we are open, affirming, and trustworthy? Tim will discuss how to quickly build trust and rapport with LGBTQ people. We will look at some generational differences in terminology and sensitivities, and participants will get an inside look at the collaborative training module aimed at financial planners as well as other projects and programs that SAGE offers. This hour will help you level up your customer care for LGBTQ people.

Tim R. Johnston, PhD is the Senior Education Advisor at SAGE. In that role he oversees the SAGECare cultural competency training program, the National Resource Center on LGBT Aging, key aspects of SAGE’s housing initiative, SAGE’s diversity and equity initiative, and national partnerships with other advocacy organizations.

Tim is the author of Welcoming LGBT Residents: A Practical Guide for Senior Living Staff which is the first comprehensive book on how to create a positive and safer experience for LGBT older adults in senior living settings. In addition to facilitating LGBT cultural competency trainings, Tim is a frequent speaker at national and international conferences. He serves in several advisory and leadership roles, including on the governing board for the National Consumer Voice for Quality Long-Term Care, as a council member for the LGBT Aging Issues Network (LAIN) of the American Society on Aging, and he regularly represents SAGE as a subject matter expert on academic research teams. When he isn’t working he is probably hanging out with his partner and pets, reading, or working in the garden.