Manager, Resident Services

---

Job description

Overview:
The Manager, Resident Services manages and oversees the Resident Services Center. Maintains records related to leases, financial and emergency information. Has the primary responsibility for leases. Supervises the transportation department and is the liaison for resident forum committees.

Responsibilities:
Job duties specific to this position:

Coordinates and manages all daily activities of the Resident Service Center in a professional, safe, responsive, customer focused manner.

Responsible for exceptional customer service and ensuring timely responses to residents.

Supervises receptionists, ensures daily front desk coverage and relieves the receptionist for lunch daily.

Oversees petty cash transactions in the RSC and provides billing with monthly reports.

Supervises drivers in transportation department, ensures monthly logs of vehicle mileage and maintenance are recorded.

Coordinates appointments for vehicle maintenance. Communicates vehicle service needs to Director of Facilities for coordination.

Trains receptionist in building emergency response procedures (Fire, Power Outage, Missing Person, etc.)

Maintains emergency response kit inventory.

Coordination of schedule for RSC coverage for both reception and transportation

Completes bi-weekly payroll for RSC staff.

Maintains Resident Directory

Primary contact for front office vendors (U.S. Post Office, Pro-Shred, Newspaper, etc. )

Works closely with Maintenance team for clear communication to residents when problems arise with elevators, fob system, lifelines, parking issues, phones and computers.

Assists with creation of resident communications related to resident service center operations including flyers and internal TV channel notices.

Communicates insect/bug issues to maintenance department and collaborates with Housekeeping for resolution of issues.

Maintains Guest Apartment and assures communication with Housekeeping for appropriate cleaning.

Oversees the 24 Hour Safety/Security list and related procedure.

Primary liaison for resident committees.In coordination with the Resident Services Coordinator, assures timely distribution of lease renewal materials.

In coordination with the Resident Services Coordinator, assists in annual recertification process of residents in the Low-Income Rental Program.

In coordination with the Director of Independent Living, maintains and updates Resident Handbook.

In coordination by Move in Coordinator, acts as second to meet with new residents to complete Part 1 of the new resident orientation.

Participates in monthly Resident Forum meeting to ensure effective communication between resident and staff.

Maintains decorating book and oversees facility decorating committee.

Ensures appropriate scheduling to meet all resident transportation needs in a timely and customer-focused manner.

Ensures that receptionists and drivers complete annual requirements in a timely manner. (Reorientation, physical, in-service hours, annual performance reviews etc.).

Effectively communicates changes in regulations, policies & procedures affecting front office staff.

Schedules monthly receptionist/driver team meetings and daily huddles as needed.

Actively participates in Quality Assurance initiative as appropriate and requested.

Periodically assists Admissions team as back-up for building tours if needed. RSM acts as first contact for walk-in tours if admissions team is unavailable.

Qualifications:
Bachelor's degree in a human service or related field desired.

5-10 years experience in office management or hospitality environment.

3-5 years supervisory experience.

1-2 years experience providing services for the elderly in a similar setting preferred.

Demonstrated ability to multi-task.

Strong written communication skills.

Outstanding interpersonal skills, including the ability to communicate effectively with clients, residents, and families from diverse backgrounds who may have physical, sensory and mental impairments.

Proven customer service skills.

Proficient in MS Office and able to learn new software rapidly.

An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.

Physical Requirements

Walking/Standing 25.00%

Sitting 75.00%

Lifting Nominal

INDPRO

Benefits/Compensation:
Pay Range $58000 - $62000 / year

Excellent medical, dental, prescription and vision insurance

Disability coverage

Tuition Reimbursement Program

401(k) Retirement/Pension Plans

Discounted Gym Membership

Free Loretto Health Clinic Visits

Generous Paid Time-Off Accrual

Fun events for employees

Convenient locations with free parking

Employee Coaches - to help you achieve life goals

Diaper Assistance Program

Opportunity for career growth and movement within 19 sites!

<!– job description page –>