Meet the Staff

Mark McDermottMark McDermott – Owner

Mark brings more than 35 years of senior care management, business and legal experience to his role as owner of Touching Hearts. The home care his mother received before her death in 2009 from ovarian cancer, and the great role model his father was as her caregiver, motivates him to provide the excellent home support elders deserve. Mark has a Bachelor’s Degree from Boston College and a JD Degree from University of Buffalo. He is the Vice-Chair of the Board of Lifespan and a sponsor of Lifespan’s Information and Inspiration education series and Celebration of Aging event. He is a member of the Greater Rochester Area Partnership for the Elderly (GRAPE) Advocacy Committee. He is a Certified Eden Associate. Outside of work Mark enjoys reading, fishing, traveling and spending time at his “off the grid” cabin in Quebec with his wife and children. A favorite quote of his is, “To whom much is given, from him much is expected”.

Shannon KrugerShannon Kruger – Office Manager

Shannon joined Touching Hearts in March 2015 as a Caregiver after more than 10 years in retail management. Later she assumed administrative duties with great results, while still insisting on caregiving part time with her long-term Touching Hearts clients. As Office Manager she is now responsible for all administrative functions including human resources, systems, billing and payroll. Shannon is a huge baseball fan (Let’s Go Mets!) and life-long reader. She enjoys camping and hiking with her husband and three kids. To say that Shannon is a “high energy” person is a gross understatement. She brings “spunk” and a great sense of humor to our office. She attributes her interest in helping elders to her grandfather, who played a major role in her life until he passed at age 98.

Bridget HollenbeckBridget Hollenbeck – Director of Client Care

Bridget joined us in mid-2018 from Cloverwood’s Glenmere Assisted Living community, where she was Clinical Nurse Manager. Previously, she was LPN Supervisor at Jewish Senior Life’s Wolk Manor. Her LPN background is a great benefit to Touching Hearts in issues health related, as well as a strong and wise voice for all clients concerns generally. Interestingly, Bridget’s occupational past also includes having owned a restaurant. She is an avid runner who also enjoys volunteering at her church and spending time with her 4 daughters. She considers herself lucky to have known both of her great grandmothers. Bridget has overall responsibility for the quality of our services and ensuring client needs are being met. Our companion caregivers report to her.

Brenda BoltonBrenda Bolton – Scheduling Coordinator

Brenda joined Touching Hearts in 2010 as a Caregiver. For her outstanding work she was awarded Touching Hearts Caregiver of the Year in 2015. She was promoted to Scheduling Coordinator in 2016. She handles all caregiver-client scheduling issues with efficiency and compassion. In her spare time she enjoys reading, camping, swimming and, most importantly, spending time with her close-knit family. Brenda cared for her grandmother, the matriarch of her family, and thereafter Brenda developed a strong sense of purpose around caring for others. Although Brenda’s favorite quote is, “Life is what happens while we are busy making other plans”, she is actually quite good at planning and her scheduling skills are outstanding. She is a favorite of clients and caregivers alike for her warm manner and compassion.

Annette ZieglerAnnette Ziegler – Community Relations Manager

Annette has many years of outstanding professional and personal senior care experience driven by a deep passion for helping older adults and their caregivers. Her role is to increase community awareness of Touching Hearts’ services with the goal of connecting clients and families in need to the support they need. Her responsibilities include marketing, networking, public relations and generally acting as an ambassador for Touching Hearts. Annette is an Alzheimer’s Support Group Leader and a Meals on Wheels volunteer. She is a Certified Eden Associate. In our office Annette is an outstanding team player and social butterfly. Outside work she enjoys gardening, cooking, exercising and spending time with her family. She strives to “start each day with a grateful heart”.

Sandy ReederSandy Reeder – Human Resources Assistant

Sandy has over 15 years of administrative experience in a variety of settings. Her passion for elders comes from personal experiences with loved ones as they have aged. Sandy is also a Certified Professional Organizer and Notary Public. We know Sandy as a person who rolls up her sleeves and gets the job done with calm determination and a smile. “Deal with the cards you are dealt” is one of her favorite quotes. Her responsibilities include applicant screening, HR documentation and compliance.