The Independent Living Manager is the customer service champion for our Independent Living residents, and is the initial contact for problem-solving and troubleshooting resident needs. The highest goal of this position is to assist in providing a satisfied, cheerful, and engaged community. Resident engagement is assured through constant, caring, and open communication with residents, families, department heads, and the Executive Director. Independent Living Managers report to the Executive Director and are a part of the Administrative team. The Independent Living Manager role is a creative, energetic, and resident-focused position, developing strong emotional connections to our residents and their families.

Our Administrative Department is the backbone of the community, ensuring day-to-day operations are running smoothly and that our residents are happy and safe in their homes. They work closely with all departments in the community, advocate on behalf of the residents, and solve problems that arise. In our department, staying upbeat and positive, exhibiting dedicated customer service and teamwork, and executing follow-through are critical to meeting the needs of our residents.

Main Job Tasks and Responsibilities:

• Maintain a high level of communication with residents and their families.
• Resolve resident concerns within a timely manner, using all resources available.
• Communicate to the Executive Director any updated resident needs, concerns, and changes.
• Assist and coordinate services for residents with ancillary vendors.
• Walk the community regularly to address areas of concern.
• Act as an ambassador to new residents for their first 30 days within the community.
• Assist the Marketing team with tours, outreach, and calls when needed.
• Provide support to, and troubleshoot problems as they arise with, the Life Enrichment, Culinary, Environmental Services, and Administrative teams, as needed.
• Hold one-on-one meetings on a quarterly basis with each resident to ensure residents are happy, healthy, and completely satisfied with all areas of the community.
• Conduct audits for state regulation, such as HUD, fire safety, OSHA, etc.
• Assist with all other duties as assigned by the Executive Director.

Competencies:

• Customer Focused – Dedicated to meeting and exceeding the needs of the customer by establishing and maintaining effective relationships as well as gaining trust and respect of customers.
• Strong Communication Skills –Clearly and accurately provides pertinent information to individuals in verbal and/or written form. Able to accurately convey information in a way that engages the audience and helps them understand and retain the message.
• Empathetic and Compassionate – Genuinely cares about people, and is concerned with their well-being. Sympathetic to the plight of those less-fortunate. Has the ability to understand and feel what others are thinking/feeling.
• Integrity and Trust – Does what they say they will do, does not take the easy road, and does not misrepresent themselves for personal gain. Always does the right thing, even when it does not benefit themselves.
• Organization – Has the ability to arrange and utilize resources effectively and efficiently to get work activities accomplished. Does not lose track of tasks or responsibilities, and can be counted on to always follow up.

Job Requirements:

• Associate’s Degree or higher in Hospitality, Business Administration, Communication, HR, Social Work, or a similar discipline.
• 2 years of customer service experience, preferably within a Senior Living or Hospitality environment.
• Comfort and passion for working with an elderly population.

Physical Requirements:

• Constant use of manual dexterity, auditory and visual skills and gross motor skills with frequent use of bi-manual dexterity and fine motor skills.
• Ability to follow written and oral instructions and procedures.
• Ability to reach, bend, twist, squat, kneel, push, and pull.
• Ability to lift/carry up to 20 pounds.
• Ability to perform repetitive movements including simple grasping, pushing, pulling, and fine manipulation.
• Constantly walking, with occasional sitting and standing.