Director of Resident Services

Westminster at Lake Ridge•Lake Ridge, VA

7d•$84,000•Onsite

About The Position

The Director of Resident Services is responsible for overseeing all aspects of resident experience within Independent Living in a Continuing Care Retirement Community (CCRC). This role ensures high-quality service delivery, resident satisfaction, and seamless coordination of services that promote wellness, engagement, and quality of life. The Director serves as a key liaison between residents, families, and the organization, fostering a supportive, responsive, and hospitality-driven community culture.

Requirements

A bachelor’s degree in healthcare administration, hospitality management, social work, gerontology, or a related field or a minimum of eight (8) years of relevant experience in lieu of a degree.
Experience working in a CCRC or multi-level senior living environment with a strong background in resident engagement is highly preferred.
Incumbents should be able to apply practical understanding to carry out instructions furnished in written and oral form, possess high-quality verbal and written communication ability, proficient customer service and interpersonal skills, detailed oriented demeanor and capable of handling community relations, operations and skilled in public speaking.
Must be skilled in the operation of computer applications such as Microsoft Office, EHR and other such productivity tools as required.
All employees are expected to uphold our ARISE values— Accountability, Respect, Innovation, Stewardship, and Excellence—guiding our behavior, decisions, and service to others with purpose and integrity.

Nice To Haves

Experience working in a CCRC or multi-level senior living environment with a strong background in resident engagement is highly preferred.

Responsibilities

Develop, implement, and oversee programs that enhance resident experience, satisfaction, engagement, and overall quality of life.
Ensure a hospitality-focused service model across all levels of care.
Address resident concerns, complaints, and service requests promptly and effectively.
Monitor and analyze resident satisfaction data and implement improvement initiatives.
Collaborate with Sales, HealthCare, Life Enrichment, Dining, Property Management, and Social Services to ensure a coordinated continuum of care.
Facilitate smooth transitions between levels of care (independent living, assisted living, skilled nursing).
Participate in resident review team meetings and care plan meetings as appropriate.
Oversee daily operations of resident services departments, including concierge, social work, transportation, cultural arts, and fitness.
Ensure compliance with regulatory requirements, standard operating procedures, and policies related to resident services.
Lead resident meetings, forums, and committees to encourage engagement and feedback.
Communicate effectively with residents, families, and staff regarding community updates and initiatives.
Collaborate with Sales to ensure a seamless move-in experience.
Oversee orientation programs for new residents.
Ensure personalized onboarding that supports adjustment and integration into the community.
Oversee management of resident handbook.
Monitor service delivery standards and regulatory compliance.
Conduct audits and implement corrective action plans where necessary.
Identify opportunities for innovation and continuous improvement.
Recruit, train, supervise, and evaluate resident services team members.
Foster a positive, service-oriented culture among staff.
Provide ongoing coaching and professional development opportunities.
Develop and manage departmental budgets.
Monitor expenses and ensure cost-effective delivery of service.
Evaluate vendors and service providers for quality and efficiency.
Maintains professional presence when representing Ingleside exhibits degree of professionalism consistent with standards in performance, behavior, and appearance.
Always maintains resident confidentiality and privacy according to policies and procedures; uses discretion when discussing confidential matters.
Demonstrates courteous and cooperative behavior with residents, families, co-workers, subordinates, supervisors, and other department staff.
Maintains positive working relationships with management and coworkers; willingly follows directions and requests as appropriate.
Exhibits professional standards through appearance and demeanor consistent with personnel standards.
Demonstrates a thorough knowledge of work assignments and performs in a manner to meet quality and timeliness objectives.
Demonstrates knowledge and understanding of policies and procedures; seeks clarification or interpretation from appropriate supervisors when needed.
Uses tactful, diplomatic communication techniques in all relations with others.
Demonstrates professional development/skills competency in all activities.
Participates in in-service, projects, or committees as time permits.
Maintains all certifications necessary for employment.
Demonstrates flexibility, open mindedness, and versatility in adjusting to changing environments and requirements, as necessary.
Commit to continually improving his/her skills through participation in education opportunities whether offered on the job, within, or outside of the community, to increase knowledge of work-related issues.
Maintains a current knowledge of federal, state, and other regulations applicable to jobs.
Comply with Ingleside established safety rules and practices.
Comply with applicable safety policies and procedures as prescribed by the organization, as well as government regulations.
Reports any potential safety hazard(s) immediately to supervisor or other appropriate personnel.
Report any injury of resident, visitor, or employee immediately to supervisor or other appropriate personnel.
Provides assistance to residents, visitors, or employees in an emergency situation, following the proper emergency procedures.
Uphold our ARISE values—Accountability, Respect, Innovation, Stewardship, and Excellence—which guide our behavior, decisions, and service to others with purpose and integrity.