Director of Resident Services

About the role

As the Director of Resident Services, you’ll play an essential role in enriching the lives of seniors, creating meaningful connections, and making a difference every single day.

Responsibilities

• Makes all residents, whether new move-ins or those who are already established, feel at home and lets them know there is someone who can and will help them with any queries or problems they may have with a focus and goal on Resident retention.
• Identifies residents with particular physical or mental needs and recommends necessary services. Follows up with visits and phone calls until situation is resolved or improved.
• Tracks resident hospitalization and emergency room visits and makes routine hospital/rehab visits to coordinate services upon return.
• Covers resident follow-up care, with discharge planner to facilitate timely and safe return to the community.
• Coordinates with Community wellness providers and home health agency provider.
• Assists in coordinating visiting physician’s patient schedule. Works with contracted Home Health Care nurse, as appropriate.
• Oversees Resident Ambassador Program.
• Acts as liaison between IL and AL. Attends staff meetings of both communities as deemed necessary; assists in the transition of residents from the Independent to the Assisted Living Community.
• Manages all parking for new residents (both golf and car parking) to ensure revenue is tracked and organized and all payments are being received.
• Maintains awareness of ill and/or depressed residents. Visits personally and by phone.
• Assists residents with physical disabilities with check writing, business correspondence, long distance calls, etc.
• Maintains a “Hot List” of residents who may need monitoring for physical and/or emotional problems.
• Attends Hospitality Committee meetings; purchases welcome gift supplies, etc.
• Makes name plates for apartment doors.
• Makes arrangements to provide complimentary boxed lunches for new arrivals.
• Attends monthly Birthday/Anniversary resident parties and Newcomers Wine and Cheese reception.
• Assists in event marketing.
• Maintains a Resident Profile database.
• Advises residents of community resources and professional services.
• Maintains a high visibility in the community by mingling with the residents at meal times, during social events and monthly resident meetings.
• Ensures that all resident concerns and problems are relayed to the proper department and follow up to ensure finalization.
• Obtains resident’s permission to film apartments for promotions, etc. by having them sign Model Release form.
• Initiates correspondence or projects regarding resident issues or attends meetings, as requested by the Executive Director.

Qualifications

• Educational Requirements and Experience:
• - High School degree or equivalent is required.
• - Non-Licensed Social Worker
• - 4-year degree in related field required
• - Prior experience with seniors required.

• Language Ability:
• - Mathematical Skills:
• - Cognitive Demands:
• - Computer Skills:
• - Competencies

• Knowledge, Skills and Abilities:
• - Ability to communicate effectively in writing and verbally, speaking the primary language of the residents.
• - Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• - Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs.
• - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• - Ability to use Microsoft Windows, including Word and Excel. Ability to use software to design calendars and signs. Ability to use email and the Internet.
• - Interacts with guests, residents and staff in a courteous and friendly manner.
• - Responds promptly to resident needs.