Sr. Resident Services Manager

The Children's Inn at NIH

1d • Onsite

About The Position

The Senior Resident Services Manager (SRSM) is responsible for general oversight and upkeep of The Children’s Inn related to lodging, safety and customer service. The SRSM is responsible for the enforcement of policies and procedures and ensures that the resident services team of managers provides services in a consistent, organized and professional manner. The SRSM will be able to successfully anticipate needs, exercise exceptional judgment and offer constructive feedback and intervention when needed and required. The SRSM is a member of the Resident Services team.

Requirements

• Bachelor’s Degree Required.
• Four to Seven years work experience in human services (family services, hospital or therapeutic residential settings) required.
• Must have strong administrative and communication skills.
• Should be friendly and tactful with a compassionate personality.
• Must be flexible and, when necessary, demonstrate good decision-making ability to protect the safety and security of Inn residents.
• The Senior Resident Services Manager must be able to cope with and offer comfort to people in acute personal crisis.
• Must demonstrate the ability to respond to emergency/crisis situations.
• Should have a positive attitude and work well in a team- oriented environment.
• Must have a clean driving record and be willing to participate in The Children’s Inn driver training program to operate Children’s Inn vehicles.
• Must be open to all and comfortable with a variety of lifestyles.
• The SRSM must be responsible, dependable, and autonomous.

Nice To Haves

• Ability to speak, understand and write Spanish is highly desired.
• Prior supervisory responsibilities preferred.

Responsibilities

• Lead recruitment, training, supervision, and performance management of part-time Weekend and Relief Managers (WRMs) and temporary staff, promoting workforce development, accountability, and consistency in operational outcomes.
• Provide leadership and training to new and existing members of the Resident Services team
• Provide back up to the Resident Services Operations Manager
• Demonstrate the ability to guide and encourage a culture that reinforces organizational values
• Coordinate with the Resident Services Operations Manager (RSOM) and the Director of Resident Services and Family Programs (DRSFP) in the formulation of departmental goals
• Oversee daily operations to ensure compliance with established policies and procedures
• Manage referral, verification, and room assignment system, resident registration, check-in and check-out procedures.
• Work with the RSOM to create and/or revise program manuals, procedures and forms related to resident services.
• Work with the RSOM on the coordination, updating and implementation of the Resident Services portion of the Crisis Action Plan.
• Collaborate with medical teams at the Clinical Center regarding patient referrals/ reservations, and address family needs, issues and concerns.
• Monitor occupancy reports; assist in ensuring the accuracy of all records and databases related to program and facilities management.
• Work with the finance department to reconcile the Statement of Accounts that is submitted to the Clinical Center’s accounting department.
• Work with the Finance and Development Departments to gather and compile the Quarterly Dashboard which reflects key performance indicators for The Inn.
• Interface with volunteers and provide welcome desk back up as necessary.
• Participate in the development and monitoring of the annual Resident Services Budget
• Respond to resident and facility emergencies during work and non-work hours.
• Plan, facilitate and attend monthly and quarterly team meetings, monthly staff meetings and other mandatory trainings and meetings as required.
• Monitor front desk operations working closely with Resident Service Managers (RSMs) and Welcome Desk volunteers to ensure activities are consistent and efficient.
• Complete special projects as assigned by the RSOM.
• Communicate with facilities staff regarding facility issues and repairs.
• Understand workings of all facility systems including heating, cooling, security, and electrical.
• Monitor monthly and quarterly room inspections as directed by the Director of Facilities and Construction Management.
• Monitor the facility safety checklist in coordination with the RSOM and Facilities and the Facilities and Construction Manager (FCM).
• Support and participate in all major construction and renovation projects at The Inn.
• Ensure work order thoroughness (communication with RSMs, Facilities Department and NIH contractors).
• Oversee processes for ensuring timely completion of needed facility repairs.
• Work with the RSOM and the FCM to ensure building cleanliness, facility issues and repairs.
• Provide housekeeping supervision in the absence of the RSOM
• Oversee pest management services, security services and transportation services in collaboration with RSOM and DRSFP.
• Apply healthcare administration principles such as care coordination, quality improvement, and systems-based thinking to strengthen collaboration with internal teams and external partners, enhancing service delivery for resident families.
• Maintain 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 Volunteer Services and Community Outreach Manager (VSCOM) to maintain appropriate relationships with community members and organizations.
• Promote a homelike environment of support and understanding for residents of The Inn.
• Ensure high standards of cleanliness to support the clinical needs of residents.
• Monitor the changing needs of residents and ensure policies and procedures and meet these needs.
• Support the Programs and Services team by ensuring proper enforcement of The 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 RSOM when situations cannot be reasonably resolved.
• Encourage family interaction and supportive behaviors.

Benefits

• 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 benefits include health, dental, and vision benefits.
• 401(k) plan with up to 10% employer contribution and match available.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees