Director of Resident Services

Life Care Services•San Diego, CA

4d•Onsite

About The Position

The Director of Resident Services is responsible for developing, fostering and improving the relationship between the community, residents and their families focusing on resident satisfaction ensuring resident questions are answered, needs are met, and coordination of areas related to resident relations. This role oversees Residential Social Workers, Navigators, and Concierge Services, ensuring accurate responses and excellent customer service. The Director is also responsible for the efficient resolution of resident complaints, answering questions about the community and its policies, and managing departmental operation and capital budgets. A key aspect of the role involves providing effective counseling for grief, depression, illness, and loss trauma, both individually and in groups. The Director acts as a liaison between residents and staff, problem-solving and guiding residents to necessary information. Additionally, the position involves monitoring residents' overall well-being and reporting any significant changes to the appropriate Directors. All employees must pass background checks, including a fitness for duty physical, fingerprinting, and employment references, as required by a licensed residential care facility.

Requirements

Minimum of 3 to 5 years of progressive experience in customer service, guest relations, social work, or a similar role
Experience working with the elderly required

Nice To Haves

Master’s degree in a related field preferred; Social Work, Psychology, Counseling
RCFE certification preferred

Responsibilities

Oversees Residential Social Workers, Navigators, and Concierge Services; ensures accurate responses to questions and customer service.
Oversees the efficient and effective resolution of resident complaints and answers residents’ questions regarding the community, policies, etc.
Responsible for departmental operation and capital budgets.
Provides a program to provide effective counseling for grief, depression, illness, and loss trauma associated with moving, etc. (both individual & group).
Provides customer service to residents by problem-solving when needed or providing guidance regarding where residents find information and functioning as the liaison between residents and staff.
Monitors residents’ overall well-being in a general way and reports any significant changes in condition or concerns to the appropriate Director(s).
Performs other relative, relevant duties as required.
All Employees must be able to pass background checks (fitness for duty physical, fingerprinting, employment references) as required by a licensed residential care facility.