Resident Services Manager
Posted
Description
Resident Services Manager
Position Summary:
Wake Robin is seeking a compassionate, relationship-focused Resident Services Manager (RSM) to support the wellbeing, independence, and engagement of residents in our Independent Living community. This role serves as a trusted resource for residents and families, helping connect them with programs, services, and community resources that enhance quality of life while supporting them through life's transitions. The RSM also provides leadership and oversight for our transportation and salon services.
This is an excellent opportunity for a professional who understands the psychosocial aspects of aging, enjoys building community, and is passionate about helping older adults live
with dignity, purpose, connection, and choice in a vibrant, resident-centered environment.
Key Responsibilities:
Leadership
- Helps Director of Health and Resident Services set priorities for services to be provided for IL residents generated from and supported by the department.
- Partners with Director and Program/Events Coordinator in establishing the annual Program & Resident Services budget.
- Provides supervision and oversight of the transportation team and salon services, to include scheduling, billing, and budgeting.
- Establishes and builds upon the collaborative relationships within and between departments to ensure seamless delivery of services and support for residents in IL and as they transition to Linden Health Center.
- Research opportunities for program growth and adaptability over time, considering the needs and desires of current and future residents.
- Acts as conduit of information for staff and management throughout the facility where appropriate. Ensures that clear communication is directed to staff and management in a timely manner.
External Resident Support
- Actively cultivates relationships with external vendors of resources for area services/providers focusing on aging or community activities that are of interest to our residents.
- Ensures that external service providers hired by residents are screened and meet WR organizational requirements for independent contractors.
- Works with residents and their families to track the frequency and effectiveness of external service providers hired by residents.
- Periodically monitors the well-being of residents who request services from external providers. Ensures that internal teams are aware of these services in order assess the residents’ ability to manage activities of daily living.
Internal Resident Support
- Explains processes and how to connect into areas of interest within the community, particularly for new residents and families.
- Serves as a resource for residents and families about culture of independent living at WR.
- Supports residents in negotiating family/friend connections.
- As appropriate, facilitates ongoing group discussions among residents regarding coping with issues of aging, including grief/loss.
- Establishes community partnerships to deliver high-value education and wellness programming when the need is requested by residents.
- Supports IL residents in addressing issues of concern to and amongst them.
- Resident Advocacy: Assist and advise various resident committees that directly impact and contribute to resident life on campus.
- Annual renewals and administrative compliance for pets, firearms, medical insurance, and advance care planning documents.
Transition to Linden Health Center
- Supports with temporary admissions of IL residents into Linden. Support their admission, check in during their stay and as part of the interdisciplinary team during care plan meetings, and then support with coordination of discharge back home.
- IL Observations: Maintains an awareness of resident ability to manage activities of daily living. Communicates to transition team when indicators reach designated threshold.
- Move Planning: Informational meeting with residents interested in moving to Linden Health Center. Coordinates with Clinic Nurse and/or transition team should a move be on the horizon.
- Relocation Planning: Coordinates with resident, family, HS, ES, and Marketing once move is official. This includes providing a tour of Linden and home options, confirming residents’ choice, confirming move date, supporting with move logistics, and assisting on the day of the residents’ move to get them settled.
- Supports resident and family in clearing out former IL home after resident’s move. Over the course of 30 days, RSM oversees resident committee who supports furniture removal and the sorting of any belongings that remain until the home is completely empty.
Overall Resident Well-Being
- Within the context of the CCRC service model, RSM will be attuned to the psychosocial wellbeing of IL residents. Participates in dialogue with transition team members regarding observations that might be relevant to issues of resident well-being and level of care.
- Serves as contact person for IL residents who have concerns about the wellbeing of their neighbors.
- Interfaces with resident family members and others that may have concerns about the well-being of a resident and living independently.
Qualifications:
- Bachelor’s degree in social work or related field.
- Minimum of 2 years of professional experience working with older adults in a healthcare, residential, or senior living settings.
- Working knowledge of:
- Issues of aging, including loss, grief, cognitive/physical decline, engagement/isolation.
- Community-based and state-sponsored resources for older adults.
- Psychosocial interventions to address challenges such as substance abuse and domestic violence.
- Demonstrated commitment to a collaborative, team-centered work philosophy.
- Strong relationship-building skills with residents, families, internal teams, and external partners.
- Excellent organizational, delegation, and project management skills.
- Outstanding communication skills, including the ability to convey complex or sensitive information effectively.
- Demonstrated critical thinking, negotiation, and decision-making skills.
- Leadership experience preferred.
Schedule:
- Primarily Monday through Friday, 8:30 am – 5 pm with flexibility to work off occasional off hours as needed
Salary:
- 61,000-75,000 annually
(Starting salary is determined based on candidate's experience, education, and relevant skills as well as internal equity considerations.)
About Wake Robin:
The foundation of our success as a Life Plan Community is the mutual respect among staff and between residents and staff. Staff share a belief in the dignity and worth of each resident and each other. As employees, we do more than just work here — we uphold Wake Robin’s commitment to these values; the relationship between staff and residents is the hallmark of this community.
At Wake Robin, we want to support you in your career growth. We offer flexible scheduling for those wishing to return to school and loan forgiveness programs, great benefits, a pristine working environment, and an opportunity to build strong relationships with staff and residents in a dynamic community setting. At Wake Robin, community is critical; we stand by this, starting with the first phone call with you!
Staff members work together with humor and an appreciation for diversity. For many, the biggest benefit of working here is coming to know Wake Robin’s residents and having the time and support to do good work on their behalf. Other important benefits include:
- - Health Benefits: Medical, dental, and vision coverage
- - Company paid short- term disability, long-term disability, and life insurance
- - Flexible spending plan
- - 403b retirement plan with company match of 50% up to a calendar year maximum of $6,000
- - Competitive paid time off
- - Continuing education support
- - Financial assistance with car maintenance and repairs
- - Personal loan assistance to help with emergency and unplanned needs
- - Up to $200 fitness reimbursement annually
- - Up to $100 reimbursement for vision expenses annually
- - Incentives for commuting with your coworkers
- - Free, on-site consulting on housing, finances, transportation, daycare, and legal services
- - Use of community facilities including hiking trails, library, aquatic and fitness centers
- - On-site meals for purchase, made from scratch with local ingredients
- - Refer a Friend bonus - up to $1,500 per employee referral
Wake Robin is proud to be a smoke free environment.
Wake Robin believes in supporting a livable wage for all Vermonters.
Wake Robin is an Equal Opportunity Employer.