Resident Services Director

Sequoia Living • San Francisco, CA

1d

About The Position

We are hiring a Director of Resident Services. Someone who directs daily functions of the Resident Services Department and facilitates the operation of residential programs (RCFE) to ensure residents’ satisfaction and their highest practical level of independence and functioning. Acts as a conduit between staff and RCFE residents to enhance residents’ quality of life. Manages receptionist staff to ensure coverage and customer service.

Requirements

• Knowledge of OBRA regulations, Title 22 and Division 5 and 6 California Administrative Code. Must be able to interpret and be in compliance with health, safety, and environmental laws, regulations and policies to ensure safety and well-being of residents. Knowledge and understanding of advance directives and possesses the ability to counsel residents and responsible parties on obligations of being a Durable Power of Attorney Health Care Agent.
• Bachelor’s Degree in Social Work or related field required.
• Minimum of three (3) years’ supervisory experience.
• Minimum of three (3) years’ experience in aging or related fields, and with geriatric population required.

Responsibilities

• Interviews, hires, supervises, trains, motivates and provides performance management of Reception/Concierge services.
• Plans, develops, organizes, implements, evaluates and directs the ongoing operation of the Resident Services department, including its budget management. Continually seeks new programs/processes for revenue enhancement. Forecasts and plans changes for the development of the Resident Services Department. Develops and maintains written policies and procedures for all department tasks.
• Ensures full compliance with Federal, State and local regulations. Ensures and assists the process for successful surveys and inspections by regulatory agencies. Assists and participates in natural work teams for the total quality management process to ensure Quality Assurance Performance Improvement (QAPI) and resident satisfaction.
• Completes, reviews, and submits all relative plans, monthly reports, surveys, and forms as appropriate.
• Attends and participates in workshops, seminars, meetings, and other training programs to keep abreast of current industry trends and for professional growth.
• Ensures that residents’ rights to fair and equitable treatment, self-determination, and civil rights are maintained at all times. Maintains confidentiality of all staff and resident information.
• Ensures the emotional, educational, social, and spiritual needs of the residents are addressed by actively identifying, assessing, and documenting social and psychosocial needs of the resident and developing plans of care to meet those needs either directly or through referral resources. Seeks a higher level of resident satisfaction through effective communication with residents and families.
• Assists in monitoring of resident services to ensure a greater level of resident well-being and satisfaction. Maintains a social support structure within the facility by conducting and/or coordinating resident support groups. In collaboration with other departments, assists residents and families during the transition period, addressing coping skills and adjustment issues. Provides individual case management as needed. Provides information and referral, crisis intervention and resources to residents and their families as needed.
• Acts as the community’s designee for RCFE resident complaints and procedure resolution, including Theft and Loss and Customer Grievance programs. Maintains concern forms, Theft and Loss log, Concern Log and Accessibility Log for RCFE residents.
• Educates and manages residents’ expectations upon entry to the community and throughout their residence in the community. Orient new residents to the community and surrounding area. Reviews, drafts and updates Resident Handbook. Prepares and conducts orientations to RCFE residents, as necessary.
• Acts as liaison between residents and management team. Helps to identify and report concerns regarding residents’ physical, mental and/or emotional status to the appropriate management staff and the residents’families.
• Participates in the Resident Review process. In collaboration with other departments, residents and families, safeguards appropriate transition to other levels of care for RCFE residents following CCRC Resident Transfer Grounds and Process protocol. Initiates and manages the process of writing and tracking 30 day letters to clear apartments.
• Assists the Activity Department in planning and leading educational programs for residents on topics of interest. Provides in-service education to the staff on the social and emotional needs of the residents and families.
• Supervises the contracted services for the Beauty Salon and Spa Salon to ensure compliance with contract terms, achievement of resident satisfaction and revenue goals. Collaborates with Clinic and outside care providers to meet residents’ requests for services.
• Oversees department workplace safety and risk control programs to ensure safe work practices and occupational exposure. Ensures all workplace injuries are reported and investigated in a timely and thorough manner in accordance with Sequoia Living procedures.
• Performs other duties as assigned, including serving as Manager on Duty.

Benefits

• We have medical and dental coverage or pay a cash stipend if you are covered on another plan. Life Insurance, Commuter Benefits, Emergency Relief Fund, Flexible Spending Account, 18 PTO, 8 Holidays, 6 days per year available to provide pay when on an approved Leave of Absence and much more!
• Generous PTO and holidays
• Employee Referral Award, Employee Recognition Programs, Sign On Bonus.
• Sign on bonus of $3,000 if hired for a PT or FT CNA position.
• We offer on the job training and professional development opportunities. Scholarships too!
• We offer tuition and/or fee assistance for qualified programs.
• Covid protocols in place to keep everyone safe.
• Competitive wages and growth opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees