Director of Resident Services

The Glebe - LifeSpire•Daleville, VA

About The Position

The Director of Resident Services is responsible for developing and leading resident-centered programs within a continuing care retirement community. This role oversees programming, transportation services, the beauty salon, and reception/concierge services. As a member of the Directors’ Team, this position contributes to the overall leadership, strategy, and success of the community.

Requirements

Bachelor’s degree required; preferred fields include Recreational Therapy, Gerontology, Human Services, Social Work, or a related discipline
3–5 years of leadership and supervisory experience, preferably in senior living or a related environment
Proven ability to manage teams, including activity staff and volunteers
Strong skills in program planning, organization, budgeting, and evaluation
Excellent written and verbal communication skills, with the ability to engage residents, families, staff, and community partners

Responsibilities

Direct and oversee all aspects of resident services, including programming, transportation, beauty salon operations, and concierge/reception services
Design and implement resident-centered programs that support engagement, wellness, and quality of life
Ensure delivery of high-quality, meaningful, and enjoyable experiences for residents
Establish annual goals and track performance using measurable outcomes and feedback
Promote programs and services through clear, timely, and effective communication
Collaborate with other departments to ensure seamless service delivery across the community
Develop and maintain policies, procedures, and best practices that prioritize safety, accessibility, and resident satisfaction
Build and maintain partnerships with community organizations (e.g., volunteer groups, educational institutions, faith-based organizations)
Lead innovation through the development and implementation of new programs and services
Ensure appropriate staffing levels while maintaining alignment with budget expectations
Recruit, hire, train, and develop team members in accordance with organizational policies
Set departmental goals and standards to ensure consistent, high-quality service delivery
Conduct regular team meetings and provide ongoing coaching, feedback, and performance evaluations
Foster a positive work environment focused on employee engagement, development, and retention
Manage scheduling, timekeeping, and payroll-related processes accurately and on time
Partner with Human Resources to track training and continuing education requirements
Maintain and update job descriptions for all resident services roles
Lead quality improvement initiatives and risk management efforts within the department
Ensure compliance with all applicable regulatory standards (e.g., OSHA, Department of Health, Department of Social Services)
Escalate significant resident or service concerns to the Executive Director as needed
Develop and manage the department’s operational budget
Monitor monthly financial performance and ensure adherence to budget targets
Provide input into capital planning and budgeting
Oversee purchasing of supplies and equipment, including invoice review and approval
Ensure cost-effective operations while maintaining high service quality