Resident Services Manager - Front Porch

St. Paul's Towers

Summary:

In support of the Community Mission, the Resident Services Manager conducts resident relations and liaises with management for the coordination and linkage of community, supportive, and medical services for residents of affordable housing communities. Conducts resident assessments and education for resident, family and staff. Additional resident relations/liaison with Management.

Responsibilities:

• Resident Orientation: Facilitates the entry of new residents to the community by providing orientation to the apartment, community services such as (but not limited to) housekeeping, maintenance, dining, transportation, security, nursing, chaplaincy, programs and events, and Life Care Contract provisions.
• Communication: with Sales staff, Move in Coordinator and the resident welcoming committee to assure resident satisfaction. Follows up to assure resident adjustment to community life.
• Resident Advisor: Provides individual listening and advisory services to residents. Assists resident in locating support services for personal concerns such as anxiety, bereavement, and depression. Reviews notes and information collected to identify problems and concerns, to define goals, and makes recommendations to management. Interacts with other staff to discuss available solutions, new resources or techniques, and to share information. Provides support to residents and families when a move to higher level of care is necessary.
• Managing Risks: Promptly reports noticeable environmental or equipment repair needs to the maintenance department. Advises residents and management of safety hazards posed by a cluttered apartment and implements policy to bring condition of the apartment into compliance. Prepares risk reports for management with suggestions to prevent or minimize loss.
• Expediting: May help resident access outside services including financial management or a psychologist, if needed. Contacts vendors and operating departments on behalf of residents to ensure that services, supplies, and equipment are received by promised date. May inspect products/services for quality and quantity to ensure adherence to specifications and resident satisfaction.
• Moves Out: Contacts responsible parties to plan resident moves to higher levels of care or out of the building within the community time guidelines for apartment turn over.
• Resident Advocate: Explains policy, procedure and residents' rights; addresses resident concerns and performs other forms of resident/administrative liaison. Organizes information obtained from residents into memo form. Examines records such as bills and related documents and correspondence, and converses or corresponds with resident and staff to obtain facts regarding resident complaint. May trace missing deliveries. May investigate overdue service completion. Notifies resident and designated staff of findings, adjustments, and recommendations such as refund of money, credit of resident's account, or adjustment of resident's bill. May follow up on recommended adjustments to ensure resident satisfaction. Recommends improvements in services, policies, or procedures to prevent future complaints of similar nature to management.
• Staff Training and Orientation: Assists with new staff orientation in the areas of new resident orientation, resident rights, and resident confidentiality.

Manager Responsibilities:

• May manage Concierge / Front Desk Agent, including providing training.
• Assist Administration by providing residents communication via email, board postings, and hard copies of regulatory and other necessary communication.
• Assist residents in using Resident Communication Center, post notices in a timely fashion to provide electronic access for residents
• Collaborate with all departments and resident committees or council as needed in order to maintain necessary administrative processes.
• Document all administrative incidents pertaining to residents in resident electronic record or hard copy in resident admin file.
• Coordinate educational presentations for residents, families and staff when support needed for special topics. Collaborate with Life Enrichment to schedule and implement.
• Monitor the ongoing provision of services from community agencies.
• Assist residents in building informal support systems with other residents, family and friends.
• Establish and maintain visibility within the community. Known as a "helping hand" when residents or their families are unsure of who to go to ask for help.
• Other duties as assigned by the supervisor.

Knowledge, Skills and Abilities:

• Compassionate, supportive, and emotionally mature professional, able to remain responsive to resident needs while attending to multiple tasks.
• Strong communication skills and ability to work effectively with residents, families, vendors, and the interdisciplinary care team.
• Ability to understand and uphold policies, procedures and regulations applicable to different levels of care.
• Highly organized, detail oriented and computer literate.

Education and Qualifications:

• BA in Human Services or Business fields
• Two years' experience in an equivalent position
• Extensive experience in coaching, counseling and problem solving

Work Environment and Physical and Mental Requirements, and Other Requirements:

• Move intermittently throughout the work day.
• Cope with the mental and emotional stress of the position.
• Function independently, have personal integrity, flexibility, and the ability to work effectively with residents, personnel and support agencies.
• Must be in good general health and demonstrate emotional stability.
• Able to relate and work with the disabled, ill, elderly, emotionally upset, and at times hostile people within the facility.
• Assist with the evacuation of patients/residents.

Benefits:

• Competitive wages
• Paid time off
• Great medical, dental, vision & employee assistance program
• Employer paid life insurance
• Retirement 403B plan with employer contribution
• Employee referral program
• 8 Paid Holidays and anniversary day off
• Free secure parking
• Employee reduced meal program
• Employee discount program
• Pet insurance
• Breakroom coffee bar

Front Porch is an Equal Opportunity Employer. We support all aspects of diversity and provide equal employment opportunity to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, disability or status as a veteran in accordance with the applicable nondiscrimination laws. Final candidates must successfully complete a pre-employment physical, physical abilities test, drug screen and Department of Justice Criminal background clearance.