Community Relations Manager

Taking care of dependent persons is worthwhile work. Serving others is a lifestyle choice and should not be entered into lightly. Contributing to the health and welfare of others can be draining at times, but at the same time can be truly rewarding. Being a caregiver is a dedicated occupation and is not like any other job. You have agreed to accept the responsibility for providing proper care and service to persons who depend on others for care. This means you agree to follow the guidelines of this living center as you perform your duties and fulfill your responsibilities.

Purpose of this position: A Good Will Ambassador for this living center. The Community Relations Liaison works continuously in marketing and promoting this ALC to community referral sources, and the community at large to assure the home attains and maintains full occupancy.

Qualifications: Prepared through education and experience to initiate and maintain professional interactions with a variety of people. Strong social and interpersonal relationship. Desire and ability to professionally represent the home to the community at large, including at networking events, senior/health fairs and expos (etc.), make presentations and public speaking about this ALC and related topics. Considerable initiative and judgment is required. Word processing and clerical skills, pleasant telephone manner and greeting skills as well as experience in residential services to seniors, leasing, sales or marketing preferred. Must have a positive and respectful attitude toward the care of the frail elderly, ability to read, write and carry out directions; maturity to deal effectively with the demands and stresses of the job in a professional and confidential manner. Able to legally drive to and from marketing events and opportunities

Essential Functions:

1. Sales and Marketing – greeting of guests to this living center (via telephone, in person, or email), provide information and tours to prospective residents and inquiries; coordinates outreach marketing efforts with Administrator and HPM-ALC Marketing Coordinator – using a variety of methods (in person, letter, email, telephone, in house, off site, etc.). Tracks response to advertising and marketing efforts adjusting outreach efforts and expenditures to optimize return on resource investment; Tracks inquiries for residency – including referral source, contact name and number/address/ email; Follow up on inquiries to optimize occupancy; Develop and maintain a mailing list of prospects and referral sources; may assist to participate in senior housing fairs and expos; Complies with Fair Housing requirements. Participate in senior expos, community fairs, etc. to promote the ALC to the community

2. Resident Relations – Communicates and coordinates new resident assessments and status with Administrator and RSC, as well as other managers as needed to assure optimal experiences for all residents from inquiry through final stay. Completes move in paperwork and collects payment from residents at move in, and monthly thereafter. Establishes and maintains open communication with resident and family/authorized representative to assure smooth transition into this assisted living center. Provides orientation and follow up support at least 3 times within the first 21 days of move in, and as needed thereafter. Liaison between families, residents and HPM-ALC personnel.

3. Resident information –Data entry into all pertinent Customer Relations Management and Resident Management Software maintain resident data base (from initial inquiry through end of residence); maintain emergency information; prepare resident chart “face” sheets in ECP and in the data base;

4. Business Practices- Manage accounts payable and accounts receivable (rent collection) according to policy and within budget parameters; encourages residents to participate in ACH where available; maintain appropriate files and documentation as directed. Make daily bank deposits;

5. Human Resources – supervision of receptionist staff – including hiring, training, coaching and counseling as needed. Prepares and presents timely employee reviews to receptionist staff: 90 day and annual. Routine tasks may be delegated to the Receptionist providing adequate training and supervision is provided to assure consistent quality performance. Provides script and training for any staff who may be answering the telephone, or requested to provide living center information to a prospective resident. (May make “mystery shop” calls to staff at “off times” to assist them to build confidence in handling inquiries.)

Secondary Functions:

1. Participate in Family and Community events as directed.

2. Participate in the evening and weekend Manager on Duty (MOD) rotation.

3. Coordinate with the Life Enrichment Coordinator for production of the house newsletter and resident Hospitality Committee.

4. Direct involvement with at least 1 resident life enrichment events per month.

5. Administrative representative at resident funeral and memorial visitation.

6. Maintain a clean, safe and well organized desk and work space – including the copy/work room.

7. Proper utilization of email and internet,

8. Complies with, and enforces, the NO GOSSIP policy,

9. Compliance with HIPAA for resident and employee health information.

10. Other duties as assigned or as may be necessary to assure that the goals and objectives of this assisted living center are fulfilled.

General Responsibilities:

Comply with Life Safety policies and participates in periodic drills;

Participate in educational and training opportunities;

Report safety and health hazards to your supervisor or the Maintenance Supervisor

Report any observed concerns or changes in a resident to the Shift Supervisor

Code of Conduct:

The Community Relations Liaison is a member of the Management Team for this assisted living center and is expected to maintain professional standards of behavior at work and outside of work.

The Community Relations Liaison is expected to communicate professionally, maturely and respectfully with all persons who come in contact with this assisted living center.

Compliance with the code of conduct included in the Employee Handbook.

Treats all residents with dignity, respect and compassion;

A good will ambassador for this assisted living center;

Reports to work on-time, as scheduled;

Works cooperatively with co-workers, supervisors, and other personnel associated with this assisted living center;

Complies with rules of Resident Rights; Complies with HIPAA Privacy rules;

Complies with the guidelines of the Employee Handbook for this assisted living center;

Follows Universal Precautions and good infection control practices.

Physical and Mental Requirements:

Able to walk distances on hard surfaces;

Able to stand for extended periods of time;

Able to bend, stoop, turn, twist, squat, kneel, push, pull, reach and stretch;

Able to sit for extended periods of time;

Some repetitive motion work;

Able to communicate verbally and in writing;

Able to use telephone for communication;

Able to read and comprehend the written word, in English.

Able to lift at least 25# Pounds

Licensed Driver with the ability to drive to appointments as needed

Compensation and Benefits:

Hourly Wage and benefits as stated in the Employee Handbook.

Eligible for 2% increase in pay rate after 90 days of employment with a satisfactory review.

Annual increase in pay rate is merit based, as determined by a comprehensive, written performance review conducted by the supervisor and Administrator.