Covenant Living
Director of Resident Services
| Job location | Plantation FL United States of America |
| Category | Resident services |
| Experience Level | jobfull time |
Job Description
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This position is responsible for identifying, planning, coordinating and facilitating the implementation of resident services to meet the needs and interests of residential living (RL) residents and to support the principles of LifeConnect®. This position directs, supervises, coordinates, monitors and evaluates the staff, services and LifeConnect programming, including but not limited to: activities, community outreach, volunteers on and off campus, educational and cultural opportunities, on-campus communication channels, fitness, and barber/beauty services and transportation services. The position works collaboratively with the Executive Director, Administrator - Healthcare, Residential Activities Committee, marketing and campus activities personnel, and others involved in areas of LifeConnect programming. This position is both operational and strategic in nature.This position reports directly to the Executive Director. The Resident Services Director is service-oriented in regard to the facilitation of the activities and interests of the RL residents; and is administrative and managerial in nature with regards to programming and supervision of staff.
The individual in this position has regular communication and interaction with residents and various campus staff inside and outside the department. This position respectfully interacts with resident, family members, staff and visitors, and maintains a positive customer service relationship practicing honesty and integrity in all aspect of job performance.
In performance of duties, the Resident Services Director is entrusted with the following responsibilities:
Connect new residents into the campus and surrounding communities. Participate in the LifeConnect interview of each resident related to background, interests, abilities, physical limitations and needs to ensure interesting and meaningful engagement for all residents.
Act as liaison for resident concerns and needs, providing support and social service component for residential and catered living residents.
Facilitate programming with external community residents (travel club, cycling groups, classic car groups, etc.).
Supervise the Residential Living Activities Coordinator and Campus Financial Facilitator.
Oversee the identification, scheduling and promotion of on- and off-campus activities for resident programming in all dimensions of wellness as defined through LifeConnect. In collaboration with healthcare staff, oversee the coordination and promotion of campus wide programs as appropriate.
Oversee the coordination of the resident and community volunteer and program, providing sufficient training and opportunity for participation on and off campus. This includes the documentation of volunteer efforts and hours for community benefit.
Develop and monitor the department expense budgets.
Assist in the coordination and implementation of on-campus activities in conjunction with the Resident Activities Committee and appropriate campus staff leadership.
Oversee designated contracts and contractors including beauticians, massage therapist, physicians, and fitness instructors.
Oversee the development and implementation of appropriate promotional materials for on- and off-campus activities.
Provide leadership and facilitate customer service training to staff.
Review and respond to campus comment cards and distribute to departments as requested.
Routinely review and update the Resident Manual.
Facilitate LifeConnect team meetings and assure LifeConnect profiles and plans are completed in a timely manner for new and existing residents.
In collaboration with the assisted living director to ensure smooth and effective transitions when residential residents move to assisted living.
Other duties as assigned.
CUSTOMER SERVICE EXPECTATIONS
Covenant Retirement Communities esteems residents and employees and values each as members of the community. Employees, residents, residents’ family members, visitors, vendors and others with whom this position has contact are all considered our customer and are vital to the success of our organization. It is the duty of each employee, regardless of position, to perform to a level of customer service related to his/her position. The customer service expectations for this position are as follows:
Reliability - Respond to requests and comments from residents and staff courteously, honestly and in a professional manner. Know capabilities of program to support events and special needs. Understands and keeps up with all CRC standards. Report residents’ change of health, physical or mental, to administration and/or residential nurse timely and clearly. Maintain complete confidentiality.
Assurance - Updates residents monthly on campus programs as well as addressing specific concerns and reviewing the progress of needs identified in the resident satisfaction survey. Maintains complete confidentiality of resident and staff issues.
Tangibles - Exemplifies campus dress code and has a presentable, professional and well-organized office conducive to meeting comfortably with staff, residents, family and visitors at any time. Ensures resident programs provide an impression of quality and excellence.
Empathy - Knows all residents by name. Listen attentively to resident and staff comments, to understand preferences and needs and to graciously offer resolution when appropriate. Greet new residents within timeframe defined by campus policy to establish relationship and explain function of department. Promote a strong sense of welcome to residents through personal, sincere interaction.
Responsiveness - Respond to issues in a timely manner. Utilize voice email and electronic communication to provide information appropriately. Check and process intercampus mail daily and respond to all memos and written requests within time frame specified. If out of the office for more than one business day, an appropriate voice mail message will be recorded and an “Out of Office” reply will be set up through their e-mail account.
QUALIFICATIONS
A Bachelor Degree in a related field is preferred. Knowledge and a minimum of 2 years’ experience in the evaluation of resident needs are required. Experience in working with senior adults and in retirement community operations provides a definite advantage.
This position requires a high degree of interpersonal relationship skills and entrepreneurial creativity. Excellent communication skills (written and verbal, English), are a necessity, tempered with courtesy and clarity. The individual must have a strong sense of customer service and compassion, an understanding for senior adults and those challenged by physical and/or mental disabilities. The ability to deal with the public in a pleasant and professional manner, whether through a telephone conversation, in person with individuals, in a small group, or in front of an audience, is an essential in this role.
The person must be able to work independently and to work effectively with others. The individual must be able to use personal judgment and evaluation skills in the selection of activities, programs and appropriate volunteer activities. This judgment must reflect a clear understanding of the CRC mission statement and the acquisition and maintenance of campus and corporate policies and procedures.
The person filling this role must have the ability to plan and carry out multiple and varied responsibilities with limited supervision and direction, organizing his/her own schedule and duties to complete the responsibilities. Effective multitasking, attention to detail, accuracy and organizational skills must be balanced with an understanding of the big picture and how this role fits into the facility and the LifeConnect concept as a whole.
The person must demonstrate proficiency with or ability to learn Word, Excel, PowerPoint, Publisher and other applicable software programs, along with the willingness to learn and contribute to the LifeConnect Profile software. There is also a need for experience with or willingness to learn the setup of laptop projection, movie and sound systems.
For full time employees, we offer a generous benefits package that includes:
- Medical, dental and vision insurance
- Employer paid group term life and disability
- Paid Time Off (PTO) & six paid holidays
- 403(b) with a 3% employer match
- Fitness center use at most facilities.
- Various voluntary benefits:
- Life, AD&D
- Tuition assistance and scholarships
- Employee assistance program
- Legal services, home/auto insurance, discount purchasing program
- Pet Insurance
For more information about Covenant Living and CovenantCare at Home, please visit www.covliving.org or www.covenantcareathome.org.
Covenant Living and CovenantCare at Home are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, or any other characteristics protected by local laws, regulations, or ordinances.
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