IL Manager

About the Role

The Independent Living Manager is the customer service champion for our Independent Living residents, serving as the initial contact for problem-solving and troubleshooting resident needs. This role focuses on ensuring a satisfied, cheerful, and engaged community through constant, caring, and open communication with residents, families, department heads, and the Executive Director. The Independent Living Manager is a creative, energetic, and resident-focused position that develops strong emotional connections with residents and their families.

The Administrative Department is the backbone of the community, ensuring smooth day-to-day operations and the happiness and safety of residents. This role works closely with all departments, advocates for residents, and solves problems as they arise. Staying upbeat, exhibiting dedicated customer service and teamwork, and executing follow-through are critical to meeting resident needs.

Responsibilities

• Maintain a high level of communication with residents and their families.
• Resolve resident concerns in a timely manner, using all available resources.
• Communicate updated resident needs, concerns, and changes to the Executive Director.
• Assist and coordinate services for residents with ancillary vendors.
• Walk the community regularly to address areas of concern.
• Act as an ambassador to new residents for their first 30 days within the community.
• Assist the Marketing team with tours, outreach, and calls when needed.
• Provide support and troubleshoot problems for the Life Enrichment, Culinary, Environmental Services, and Administrative teams as needed.
• Hold one-on-one meetings quarterly with each resident to ensure their happiness, health, and satisfaction with all areas of the community.
• Conduct audits for state regulations, such as HUD, fire safety, and OSHA.
• Assist with all other duties as assigned by the Executive Director.

Requirements

• Associate’s Degree or higher in Hospitality, Business Administration, Communication, HR, Social Work, or a similar discipline.
• 2+ years of customer service experience, preferably within a Senior Living or Hospitality environment.
• Comfort and passion for working with an elderly population.

Skills

• Customer Focused: Dedicated to meeting and exceeding customer needs by establishing and maintaining effective relationships, gaining trust, and respect.
• Strong Communication Skills: Clearly and accurately conveys information verbally and in writing, engaging the audience to ensure understanding and retention.
• Empathetic and Compassionate: Genuinely cares about people, understands their well-being, and is sympathetic to others' situations.
• Integrity and Trust: Follows through on commitments, does the right thing even when it’s not personally beneficial, and avoids misrepresentation.
• Organization: Effectively arranges and utilizes resources to accomplish tasks efficiently, follows up reliably, and manages responsibilities without oversight.

Physical Requirements

• Constant use of manual dexterity, auditory and visual skills, and gross motor skills, with frequent use of bi-manual dexterity and fine motor skills.
• Ability to follow written and oral instructions and procedures.
• Ability to reach, bend, twist, squat, kneel, push, and pull.
• Ability to lift and carry up to 20 pounds.
• Ability to perform repetitive movements, including simple grasping, pushing, pulling, and fine manipulation.
• Constantly walking, with occasional sitting and standing.