Director of Resident Services

Description

For more than 150 years, Simpson has met the changing needs and desires of Philadelphia area seniors from diverse backgrounds. A not-for-profit family of services, Simpson House, Simpson Meadows, Jenner’s Pond, Simpson Gardens I & II, and Simpson Midtown, as well as Simpson Home Care. Our loyal and long-term staff is full of caring professionals who truly love what they do.

Simpson provides residents with a lifestyle that includes on-campus conveniences, services, and amenities such as casual and fine dining venues, beauty salons, fitness centers, security, healthcare, activity programs, and much more. Our employees are inspired by a culture of Loving-Kindness, and we are fully committed to appreciating the array of backgrounds and talents demonstrated by our employees.

Simpson is looking for a Director of Resident Services to join our dynamic team. If you are looking for a challenging opportunity to showcase your unique skills in the Personal Care industry, get in touch with us to discuss how you can join our team. Look at the details below for the position.

Position Summary: At Simpson, we believe every resident deserves a life filled with meaning, dignity, and joy. The Director of Resident Services plays a vital leadership role in ensuring this vision by overseeing all aspects of Life Enrichment, Concierge Services, Transportation, and Volunteer Engagement within the community. This position fosters an environment of hospitality, wellness, and engagement while upholding Simpson’s mission.

Essential Duties:

Leadership & Collaboration

• Provide vision, direction, and leadership to the Resident Services team, including Life Enrichment, Concierge, Transportation, and Volunteer programs.
• Recruit, train, mentor, and evaluate staff to uphold Simpson’s standards of service excellence and resident-centered care.
• Develop departmental goals, budgets, and key performance indicators in alignment with Simpson’s mission and community objectives.
• Collaborate with other department leaders to ensure seamless resident experiences and community cohesion.

Life Enrichment

• Design and oversee a comprehensive Life Enrichment program that nurtures the physical, intellectual, social, emotional, and spiritual well-being of all residents.
• Ensure activities reflect residents’ interests and life histories and are inclusive across Independent Living, Assisted Living, and Memory Support and integrates “Comfort Matters”.

• Develop partnerships with local organizations, performers, and community groups to enhance program offerings.
• Ensure regulatory compliance and accurate participation documentation.

Concierge Services

• Supervise Concierge operations to ensure exceptional hospitality and prompt, professional service for residents, families, and guests.
• Oversee front desk communications, resident requests, reservations, and move-in orientations.
• Promote a culture of warmth and welcome that reflects Simpson’s mission and values.

Transportation Services

• Manage all aspects of community transportation, including scheduling, vehicle maintenance, and safety compliance.
• Supervise drivers and ensure safe, courteous, and reliable service for residents.
• Coordinate with the Life Enrichment team to support outings, special events, and trips.

Volunteer Engagement

• Lead the development and management of the community’s Volunteer Program, including recruitment, onboarding, training, and recognition.
• Build partnerships with local schools, faith communities, and civic organizations to enrich resident life.
• Maintain volunteer records and ensure compliance with background and safety protocols.

Resident & Family Relations

• Serve as a key liaison for residents and families regarding lifestyle programs and services.
• Address concerns promptly, with empathy and professionalism, ensuring satisfaction and trust.
• Promote a sense of belonging and engagement throughout the community.

Administrative & Compliance

• Maintain accurate departmental records, budgets, and reports.
• Ensure compliance with all regulatory, company, and accreditation standards.
• Participate in safety and quality improvement initiatives consistent with Simpson’s organizational priorities.

• Other duties as assigned. 

Core Competencies

Core competencies of a Director of Resident Services in Senior Living include a combination of skills, qualities, and attributes that are essential for performing the role effectively. Here are some core competencies for a Director of Resident Services in Senior Living:

1. Resident-Centered Leadership

• Champions a person-centered philosophy that prioritizes residents’ dignity, preferences, and independence.
• Anticipates resident needs and fosters programs that enhance quality of life and belonging.

2. Strategic Planning & Program Development

• Develops, implements, and evaluates engagement programs aligned with organizational goals.
• Uses data and resident feedback to drive continuous improvement in Life Enrichment, Concierge, Transportation, and Volunteer programs.

3. Team Leadership & Staff Development

• Recruits, trains, motivates, and retains a high-performing team.
• Models servant leadership, accountability, and collaboration across departments.
• Encourages professional growth and a culture of empathy and respect.

4. Communication & Relationship Building

• Communicates effectively with residents, families, staff, and external partners.
• Builds trusted relationships through transparency, professionalism, and approachability.
• Skilled in conflict resolution, feedback, and family engagement.

5. Service Excellence & Hospitality

• Embodies a hospitality mindset that ensures every resident, family member, and guest feels valued.
• Creates welcoming environments that reflect warmth, respect, and community spirit.

6. Creativity & Program Innovation

• Designs and delivers engaging, diverse, and meaningful resident experiences.
• Brings creativity to event planning, partnerships, and wellness programming.
• Adapts programs to meet changing resident needs, interests, and care levels.

7. Volunteer Engagement

• Builds and sustains a strong volunteer program that enhances community life.
• Recruits, trains, and recognizes volunteers effectively while maintaining compliance and safety standards.

8. Operational & Financial Acumen

• Develops and manages departmental budgets responsibly.
• Aligns resources, staffing, and scheduling with organizational priorities.
• Understands the operational impact of programming decisions.

9. Regulatory Compliance & Safety

• Maintains knowledge of applicable regulations (state, federal, and accreditation).
• Ensures documentation, transportation, and activities meet safety and compliance standards.
• Promotes resident and staff safety through training and monitoring.

10. Collaboration & Interdepartmental Coordination

• Works effectively across departments (Dining, Health Services, Maintenance, Marketing, etc.) to ensure seamless resident experiences.
• Contributes to cross-functional initiatives and community success.

11. Cultural Competence & Inclusivity

• Promotes diversity, inclusion, and respect for all backgrounds, cultures, and beliefs.
• Designs programs that reflect and celebrate the unique identity of each resident.

12. Emotional Intelligence & Professionalism

• Demonstrates empathy, patience, and emotional awareness in all interactions.
• Maintains composure and professionalism under pressure.
• Leads with integrity, humility, and compassion consistent with senior living values.

Qualifications

Education or Degree Required: Bachelor’s degree in Recreation Therapy, Therapeutic Recreation, Hospitality Management, Gerontology, or related field required.

Licenses, Certifications, Registrations: Certified Therapeutic Recreation Specialist (CTRS) preferred.

Related Skills and Experience:  

• Minimum 3–5 years of leadership experience in senior living, healthcare, hospitality, or recreational programming.
• Strong leadership, interpersonal, and organizational skills.
• Demonstrated creativity and innovation in resident programming.
• Experience supervising staff and volunteers.
•  Knowledge of senior living regulations and person-centered care principles preferred.
• Valid driver’s license and clean driving record.
• CPR and First Aid certification (or ability to obtain upon hire).

Simpson Benefits (FT employees, Part-Time are eligible for some benefits)

• Compensation Based on Experience
• Health Plan (BCBS)
• Plans include access to MDLive virtual care.
• Dental Plans
• Vison
• 403(b) Retirement Plan w/matching
• Generous Paid Time Off (PTO) Plan
• Company Paid Life Insurance
• Company Paid AD&D
• Company Paid Long Term Disability
• Tuition Reimbursement
• Health Savings Account
• Flexible Spending Account
• Short Term Disability
• Pet Insurance
• Critical Illness
• Accident Insurance
• Hospital Indemnity
• Company Paid Holidays
• Employee Assistance Program

Simpson is proud to be an EOE employer M/F/D/V. We maintain a drug-free workplace. We do not discriminate in services or employment based on race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, past or present receipt of disability-related services or supports, marital status, veteran status, or any other class of persons protected by federal, state, or local law.

COVID-19 considerations:
Simpson is a Mandatory COVID-19 & Influenza Vaccination Employer COVID Vaccination is a requirement if you are offered employment unless you request and receive an approved medical or religious exemption from Simpson.