Director of Community Relations

Brigham House•Watertown, MA

10d

About The Position

The Director of Community Relations conducts lead-generation activities, manages leads through closing, and grows community occupancy and revenue through high-integrity practices. The role develops and implements sales and marketing plans, meets or exceeds performance metrics and community goals, and helps establish a positive tone for the community environment. The position reports to the Executive Director. The Director executes sales strategies and goals, follows up with prospective residents, develops referral relationships, coordinates marketing events, and tracks sales activities. The role also contributes to marketing plans, competitive analyses, advertising, and public relations; completes applicable LIHTC certifications and recertifications; supports assessments and move-ins; and ensures the community’s tour route and available apartments meet expectations. The Director follows applicable company, state, federal, compliance, and regulatory requirements and protects confidential information. The position requires a bachelor’s degree in business administration, healthcare administration, or a related subject; five to seven years of related experience in skilled, assisted, or retirement living facility or community management; and three to five years of operations management experience with demonstrated success meeting financial goals. Additional qualifications include a history of sales success, customer-service workforce and staff development experience, facilities-management understanding, performance-management skills, basic Microsoft Excel and Word knowledge, and, where required by state law, assisted-living administrator licensure. A valid driver’s license, required background check, and medical certification are also required.

Requirements

Bachelor’s degree in business administration, healthcare administration, or a related subject.
Five to seven years of related business experience in skilled, assisted living, or retirement living facility or community management.
Three to five years of operations management experience with demonstrated success meeting financial goals in retirement living, assisted living, long-term care, or related fields such as hospitality.
Successful history of building sales and meeting financial goals.
Demonstrated success operating or maintaining a quality customer-service workforce.
Experience recruiting and training others.
Understanding of facilities management.
Solid performance-management skills, including communicating expectations, documenting performance conversations and issues, coaching, and completing performance-management expectations as guided by the company.
Basic computer systems knowledge, particularly Microsoft Excel and Word.
Assisted-living administrator license in states that require it.
Valid driver’s license.
Completion of a criminal background check for unlicensed employees in compliance with state regulation.
Medical certification from a licensed healthcare provider confirming freedom from communicable disease, including TB, at hire and annually thereafter.
Ability to establish constructive working relationships and communicate confidential information appropriately.
Ability to define realistic, specific goals and the tasks and deliverables needed to meet them.
Ability to work non-traditional hours as needed and attend outside community networking events.
Ability to move at least 20 lbs. without assistance, bend, reach, work in small areas, and push and pull equipment and furnishings.

Responsibilities

Execute strategic plans and achieve weekly, monthly, quarterly, and annual sales activity, move-in, occupancy, and revenue goals.
Follow up with inquiries in a timely manner using purposeful actions intended to generate move-ins.
Plan and conduct weekly outreach appointments with potential referral sources, including agencies, hospitals, physicians, attorneys, and community leaders.
Develop and maintain favorable relationships through planned activities.
Meet or exceed quality and quantity metrics for sales activities and new move-ins.
Coordinate monthly marketing events with the community team to generate leads, professional attendance, community interest, and public relations opportunities.
Track and document sales activities using community software and keep the database up to date.
Participate in quarterly sales and marketing action plans, semi-annual competitive analyses, weekly sales dashboard reports, advertising strategy, and public relations efforts.
Process initial LIHTC certifications for new residents, recertifications for existing residents, and applicable internal transitions from LIHTC private-pay to subsidy programs at Tax Credit Communities.
Follow company, state, federal, compliance, and regulatory guidelines.
Provide regular updates on prospects and sales to the team and address community first impressions daily.
Work with the Executive Director and Resident Care Director throughout assessments and move-ins to maintain company move-in guidelines.
Prepare and distribute required move-in paperwork.
Analyze the market area and monitor competitors, construction, pricing, amenities, incentives, trends, and compliance changes.
Maintain confidentiality of resident, prospect, and community business.
Develop quarterly marketing plans covering monthly goals, outreach, events, advertising, direct mail, website updates, and bi-annual competitive surveys.
Work with the Executive Director and Maintenance Team to ensure tour routes, building exteriors, model apartments, and open apartments meet expectations.
Use company tools and resources, attend required in-services, and perform other tasks assigned by the Executive Director.
Adhere to company policies and procedures related to sales, marketing, safety, operations, and human resources.
Report on-the-job injuries to a supervisor before the end of the day they occur.
Build constructive working relationships with coworkers, residents and families, visitors, and company and community contacts; promote the community positively.
Define realistic goals and the tasks and deliverables needed to meet them, and foster morale and commitment to shared objectives.
Work non-traditional hours as needed and participate in outside community networking events.
Maintain confidentiality of verbal and written communications.