Resident Services Coordinator II

About the position

Harbor’s Edge is a premier 5-star, resort-style Continuing Care Retirement Community (CCRC) located alongside the beautiful harbor in Norfolk, Virginia. Our community consists of 300 Independent Living Residential Units, a 33-bed (Medicare/private) Skilled Nursing Healthcare Unit, a 40-bed Assisted Living Unit, and 34-bed Memory Support Unit. Harbor’s Edge has been honored by U.S. News & World Report’s Best Senior Living Program as a 2025 “Best” in multiple categories, including Independent Living – Activities & Enrichment, Feels Like Home, and Food & Dining. Additionally, our Continuing Care Retirement Community (CCRC) has been recognized as a “Best” senior living community. We are currently seeking a highly qualified, full-time Resident Services Coordinator to join our team and support the delivery of exceptional care to our residents. The ideal candidate will have experience in senior living environments - such as long-term care, assisted living, or memory support - and a genuine passion for working with older adults.

Responsibilities

• Work effectively with the Resident Services Manager and team members to plan and implement outings, themed events, and other on-site programs services for residents.
• Approve medical transportation requests for residents, facilitating coordination with the drivers.
• Oversee the scheduling of program equipment and coordinate utilization of reserved space with other departments.
• Participate in both facility and professionally sponsored educational opportunities as required or assigned.
• Develop the Events and Programs Calendar and evaluate the effectiveness of resident events and programs.
• Review budgetary requirements with the Resident Services Supervisor and Director of Life Safety & Security.
• Responsible to order refreshments for various activities/events as needed or requested, understanding dietary needs of the participants.
• Create effective communication and memos for resident services as directed or as needed.
• Create and submit applicable reports as requested by the Resident Services Supervisor or the Director of Life Safety & Security.
• Assist with decorating for various onsite, holidays, and community events as needed.
• May assist in training and developing the Concierge Team as needed to ensure service excellence is a daily focus with effective processes and procedures consistently followed.
• Demonstrate flexibility and adaptability without displaying frustrations to residents, family members, guests and/or employees.
• Maintain the confidentiality of all resident or employee personal information and observe the Residents’ Rights and Responsibilities.
• Consistently demonstrate a positive, approachable, supportive demeanor with residents, employees, guests, and visitors.
• May serve as backup to Resident Services staff should a team member call out or if coverage is needed due to a shortage in staff.

Requirements

• High School Diploma or GED equivalent required.
• At least two (2) years of applicable work experience, preferably in hospitality, long-term care, or related industry.
• Current VA Driver’s License with acceptable driving record required. CDL preferred.
• Able to effectively plan, budget, and execute events for a large elderly population, maintaining organized plans and records for each event.
• Able to effectively present programs and serve as spokesperson at resident and public functions.
• Ability to understand limitations of individual residents and develop events and programs which effectively meet the needs of residents.
• Excellent writing skills, especially with creating and designing content for announcements and communication with residents.
• Experience with various computer programs, databases, Microsoft Office Suite including proficiency to operate computer and other office equipment.
• Serve as positive role model for service excellence with a strong focus on resident safety and resident satisfaction.
• Excellent verbal and written communication, attention to detail, organizational, time management, multi-tasking, active listening, negotiation, persuasion, and problem solving skills.
• Consistently maintain a professional, neat appearance.
• Must have strong interpersonal, communication, and training skills, working effectively with residents, family members, guests, employees, and guests.
• Experience with managing event budgets, maintaining accurate recording of monthly expenses and knowledge of basic business practices including procurement, vendor management, and billing systems.
• Self-motivated and able to work independently with minimum supervision, as well as an effective team member.
• Ability to accurately deliver and follow verbal and written instructions in a timely manner.
• Skilled at working with the elderly population in a courteous, friendly, professional manner demonstrating patience and compassion.
• Knowledgeable regarding safety protocols, services available for residents, and layout of the facilities.

Benefits

• Medical/Dental/Vision Insurance
• Onsite Pharmacy Available
• Convenience Store Located Onsite
• Paid Time Off + Six Paid Holidays
• Employee Assistance Program (EAP)
• Employer Paid - Basic Life & AD&D Insurance
• Employer Paid - Short-term and Long-term Insurance
• 403(b) Retirement Savings Plan w/ Employer Contribution
• College Tuition Reimbursement
• Employer Paid - Certification Training
• Legal Resources & Identity Protection Plan