Resident Services Manager

The Children's Inn at NIH•Bethesda, MD

4d•$56,000 - $59,000

About The Position

The Resident Services Manager manages the daily activities of The Children’s Inn at NIH according to the Resident Services Manager task list. The role works closely with other managers to support families and is part of the Resident Services team. This is a nonclinical position focused on guest relations, administrative and operational duties, and coordination with the Facilities team. The manager helps maintain a supportive, homelike environment for families, orients first-visit families, conducts weekly check-ins, helps resolve conflicts, and connects families with relevant services. Administrative work includes managing reservations and room assignments, maintaining resident records, administering background checks, communicating with families and staff, and supporting community programs. The manager also helps implement safety procedures, documents incidents, participates in meetings and training, and completes special projects. The role coordinates with Facilities and housekeeping to maintain common spaces and prepare guest rooms, conducts daily room inspections, arranges deep cleans and room rotations, and reports maintenance needs. Core hours are 7:00 a.m. to 7:30 p.m. Wednesday through Friday. The position also shares holiday, day/night, weekend, and weather-emergency coverage as needed, and may require meetings or training outside core hours.

Requirements

Bachelor’s degree required.
Two years of work experience in human services, such as family services, hospital, or therapeutic residential settings.
Strong administrative and communication skills.
Friendly, tactful, and compassionate personality.
Flexibility and sound decision-making when needed to protect the safety and security of residents.
Ability to cope with and offer comfort to people in acute personal crisis.
Positive attitude and ability to work in a team-oriented environment.
Openness to people with a variety of lifestyles.
Clean driving record.
Willingness to participate in driver training and operate Children’s Inn vehicles.
Willingness and ability to share day/night and weekend coverage as needed.
Ability to share weather-emergency coverage as needed.
Willingness to participate in ongoing team meetings and virtual and in-person training, including sessions outside core hours.

Nice To Haves

Degree and coursework in psychology or social work preferred.

Responsibilities

Promote a supportive, homelike environment for families, including offering comfort to people in acute personal crisis.
Learn and enforce rules, policies, and services for resident families, and manage conflicts as needed.
Identify special family situations proactively, take steps to resolve conflicts, and notify the Resident Services Operations Manager when situations cannot reasonably be resolved.
Assist the Family Programming team with recreational, educational, health, and well-being support services.
Interact with volunteers and provide Welcome Desk backup as needed.
Orient first-visit families to The Inn and complete weekly family check-ins.
Complete family reservations and confirmations and manage room assignments.
Maintain accurate resident occupancy and demographic records and databases.
Prepare and organize the Welcome Desk and front desk areas daily.
Administer background checks for incoming families and help arrange airport car service.
Send weekly email updates and communicate important matters to the Resident Services Team and Welcome Desk Volunteers.
Coordinate with Clinical Center staff about patient reservations and referrals, family needs, and concerns.
Communicate schedule or activity changes to families in a timely manner.
Help coordinate and implement the Community Apartment Program and Inn Community Program; serve as liaison to community families, conduct monthly check-ins, and report financial assistance requests.
Maintain Community Apartment Program relationships with building management, maintenance, and housekeeping.
Follow the Crisis Action Plan and implement necessary safety and security measures and drills.
Participate in The Children’s Inn driver training program.
Organize incident reports and ensure they are completed and saved accurately.
Assist the Resident Services Operations Manager with regularly monitoring and evaluating processes.
Attend required monthly, quarterly, and other meetings and trainings.
Participate in strategic planning and complete assigned tasks related to strategic goals.
Complete special projects assigned by the Resident Services Operations Manager.
Monitor common spaces to help maintain a welcoming, homelike environment.
Conduct daily room inspections and ensure guest rooms are ready for occupancy.
Serve as liaison among the Facilities, housekeeping, and Resident Services teams.
Coordinate notices to families about facility projects affecting guest rooms.
Coordinate monthly deep cleans and 60-day rotations for long-term family rooms.
Report and document maintenance requests, including issues reported by guests or housekeeping staff and issues found during inspections.

Benefits

19.5 days of vacation leave annually during years 0–5, increasing to 26 days for years 6 and later.
13 days per year of sick and safe leave.
Two days of mental health leave each July 1, prorated during the first year.
Two days of personal leave each year, prorated during the first year.
Holiday leave.
Six weeks of paid parental leave after one year of employment.
Four days of employee volunteer leave per fiscal year.
Health, dental, and vision benefits beginning on day one.
401(k) plan with up to a 10% employer contribution and match.
Collegial work environment and opportunities for professional growth.