Resident Services Operations Manager

The Children's Inn at NIH

1d•Onsite

About The Position

The RSOM is responsible for general oversight and upkeep of The Children’s Inn and ensures that the team of managers provides services to families in a consistent, organized and professional manner. The RSOM oversees risk management, emergency preparedness and response to global needs on behalf of the Resident Services team. The RSOM will successfully anticipate needs, exercise exceptional judgment and offer constructive feedback and intervention when needed and required. The RSOM is a member of the Resident Services team.

Requirements

Bachelor’s Degree
Five to nine years’ experience working in human services (family services, hospital, or therapeutic residential settings) or five to nine years of hotel experience
At least 3 years of supervisory responsibilities
Strong administrative skills
Strong communication skills
Friendly and tactful with a compassionate personality
Flexible
Demonstrate good decision-making ability in order to protect the safety and security of Inn residents
Able to cope with and offer comfort to people experiencing acute personal crisis
Demonstrate the ability to respond to emergency/crisis situations
Positive attitude
Work well in a team-oriented environment
Open to all and comfortable with a variety of lifestyles
Responsible
Dependable
Autonomous
Must be accessible during non-work hours and be willing to respond to resident and facility emergencies

Nice To Haves

Ability to speak, understand and write Spanish

Responsibilities

Recruit, supervise, and evaluate the work performance of the Resident Services Managers
Provide ongoing training and support to all members of the Resident Services team
Guide and encourage a culture that reinforces The Inn’s core values of Integrity, Open Communication, Community, Helping Others, and Respect
Ensure staffing coverage 24/7 365 days per year at The Inn
Recommend proposed changes in staffing patterns, job descriptions, and work schedules to the DRSFP
Coordinate with the Chief Program & Services Officer (CPSO) and the DRSFP in formulation of departmental goals
Provide backup support for the DRSFP during absences
Oversee daily front desk operations, working closely with Senior Resident Service Manager (SRSM), Resident Managers and Welcome Desk volunteers to ensure activities are consistent and efficient and in compliance with established policies and procedures
Collaborate with the SRSM to develop and deliver regular refresher trainings to full and part time managers
Manage referral, verification, and room assignment system, resident registration, check-in and check-out procedures
Work with the DRSFP and SRSM to create and/or revise program manuals, procedures and forms related to resident services
Collaborate with medical teams at the Clinical Center regarding patient referrals /reservations, and address family needs, issues and concerns
Maintain accuracy of all records and databases related to front desk operations, including occupancy reports, daily housekeeping reports, program and facilities management reports
Interface with Welcome Desk volunteers to ensure that information regarding resident care is communicated on a daily basis; provide back up as necessary
Respond to resident and facility emergencies during work and non-work hours
Coordinate monthly length of stay meetings and monitor families on length of stay policy
Plan, facilitate and attend monthly and quarterly team meetings, monthly staff meetings and other mandatory trainings and meetings as required
Complete special projects as assigned by the DRSFP
Manage linen inventory and coordinate ordering with the DRSFP
Participate in the coordination, updating and implementation of said Crisis Action Plan; ensure all RSM’s receive appropriate CAP training
Provide oversight of the Facilities and Resident Services Crisis Action Plan and be prepared to respond to resident and facilities emergencies; assume the administrative role in the absence of the CPSO and the DRSFP
Understand workings of all facility systems including heating, cooling, security, and electrical
Communicate with facilities staff regarding facility issues and repairs; ensure work order thoroughness (communication with Resident Managers, Facilities Department and NIH contractors)
Oversee pest management services, security services and transportation services in collaboration with DRSFP
Monitor weekly, monthly, and quarterly room inspections as directed by the DRSFP and Facilities and Construction Manager
Monitor the facility safety checklist in coordination with the DRSFP and FCM
Support all major construction and renovation projects at The Inn by coordinating resident needs as necessary
Work with the DRSFP and FCM to ensure building cleanliness, timely identification and reporting of facility issues and coordination of repairs
Ensure high standards of cleanliness to support the clinical needs of residents; Participate in training of housekeeping crews when appropriate; and conduct weekly facility inspections with the Housekeeping management staff
Complete special projects as assigned by the DRSFP
Maintain clear and consistent communication and relationships with National Institutes of Health (NIH) contacts and the community at large
Promote awareness of The Children’s Inn by responding to inquiries and providing needed information to supporters
Coordinate with the Community Engagement and Volunteer Program Manager to maintain appropriate relationships with community members and organizations
Promote a homelike environment of support and understanding for residents of The Inn
Monitor the changing needs of residents and ensure policies and procedures and meet these needs
Support the Program and Services Department by ensuring proper enforcement of Inn rules and manage conflicts when necessary
Act in proactive manner to identify special family situations and take appropriate actions to promote resolution of conflicts
Maintain flexibility and acknowledge stress of communal living
Inform the DRSFP when situations cannot be reasonably resolved
Encourage family interaction and supportive behaviors

Benefits

Collegial work environment with exciting opportunities for professional growth
19.5 days vacation leave during years 0-5 and 26 days for years 6 or more
13 days per year of sick and safe leave
2 days of mental health leave each July 1st (prorated during first year of employment)
2 days of personal leave each year (prorated during first year of employment)
Holiday leave
6 weeks (paid) parental leave (after 1 year of work)
4 days of employee volunteer leave per fiscal year
Day 1 health benefits
Day 1 dental benefits
Day 1 vision benefits
401(k) plan with up to 10% employer contribution and match available