Resident Services Operations Manager

Overview:

The RSOM is responsible for general oversight and upkeep of The Children’s Inn and ensures that the team of managers provides services to families in a consistent, organized and professional manner. The RSOM oversees risk management, emergency preparedness and response to global needs on behalf of the Resident Services team. The RSOM will successfully anticipate needs, exercise exceptional judgment and offer constructive feedback and intervention when needed and required. The RSOM is a member of the Resident Services team.

Personnel Management and Leadership:

• Recruit, supervise, and evaluate the work performance of the Resident Services Managers
• Provide ongoing training and support to all members of the Resident Services team
• Guide and encourage a culture that reinforces The Inn’s core values of Integrity, Open Communication, Community, Helping Others, and Respect
• Ensure staffing coverage 24/7 365 days per year at The Inn
• Recommend proposed changes in staffing patterns, job descriptions, and work schedules to the DRSFP
• Coordinate with the Chief Program & Services Officer (CPSO) and the DRSFP in formulation of departmental goals
• Provide backup support for the DRSFP during absences

Administration:

• Oversee daily front desk operations, working closely with Senior Resident Service Manager (SRSM), Resident Managers and Welcome Desk volunteers to ensure activities are consistent and efficient and in compliance with established policies and procedures
• Collaborate with the SRSM to develop and deliver regular refresher trainings to full and part time managers
• Manage referral, verification, and room assignment system, resident registration, check-in and check-out procedures
• Work with the DRSFP and SRSM to create and/or revise program manuals, procedures and forms related to resident services
• Collaborate with medical teams at the Clinical Center regarding patient referrals /reservations, and address family needs, issues and concerns
• Maintain accuracy of all records and databases related to front desk operations, including occupancy reports, daily housekeeping reports, program and facilities management reports
• Interface with Welcome Desk volunteers to ensure that information regarding resident care is communicated on a daily basis; provide back up as necessary
• Respond to resident and facility emergencies during work and non-work hours
• Coordinate monthly length of stay meetings and monitor families on length of stay policy
• Plan, facilitate and attend monthly and quarterly team meetings, monthly staff meetings and other mandatory trainings and meetings as required
• Complete special projects as assigned by the DRSFP
• Manage linen inventory and coordinate ordering with the DRSFP

• Participate in the coordination, updating and implementation of said Crisis Action Plan; ensure all RSM’s receive appropriate CAP training

Operations:

• Provide oversight of the Facilities and Resident Services Crisis Action Plan and be prepared to respond to resident and facilities emergencies; assume the administrative role in the absence of the CPSO and the DRSFP
• Understand workings of all facility systems including heating, cooling, security, and electrical.

• Communicate with facilities staff regarding facility issues and repairs; ensure work order thoroughness (communication with Resident Managers, Facilities Department and NIH contractors)

• Oversee pest management services, security services and transportation services in collaboration with DRSFP
• Monitor weekly, monthly, and quarterly room inspections as directed by the DRSFP and Facilities and Construction Manager.
• Monitor the facility safety checklist in coordination with the DRSFP and FCM

• Support all major construction and renovation projects at The Inn by coordinating resident needs as necessary

·      Work with the DRSFP and FCM to ensure building cleanliness, timely identification and reporting of facility issues and coordination of repairs

• Ensure high standards of cleanliness to support the clinical needs of residents; Participate in training of housekeeping crews when appropriate; and conduct weekly facility inspections with the Housekeeping management staff
• Complete special projects as assigned by the DRSFP

Community Relations:

• Maintain clear and consistent 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 Community Engagement and Volunteer Program Manager to maintain appropriate relationships with community members and organizations.
  
  

Guest Relations:

• Promote a homelike environment of support and understanding for residents of The Inn
• Monitor the changing needs of residents and ensure policies and procedures and meet these needs.
• Support the Program and Services Department by ensuring proper enforcement of 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 DRSFP when situations cannot be reasonably resolved.

·      Encourage family interaction and supportive behaviors.

Qualifications:

Education:

Bachelor’s Degree Required. Ability to speak, understand and write Spanish is highly desired.

Experience:

Five to nine years’ experience working in human services (family services, hospital, or therapeutic residential settings) or five to nine years of hotel experience required. At least 3 years of supervisory responsibilities required. Please note this is not a clinical position.

Skills/Traits:

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 in order to protect the safety and security of Inn residents. The RSOM must be able to cope with and offer comfort to people experiencing 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 be open to all and comfortable with a variety of lifestyles. The RSOM must be responsible, dependable, and autonomous.

Schedule:

Core hours of work are 9:00am – 5:00pm Monday through Friday. Must demonstrate flexibility in work schedule in order to provide weekly supervision to RSMs on the overnight shift. Must share holiday coverage with the RSMs and be willing and able to share night and weekend coverage on an as-needed basis. Must be accessible during non-work hours and be willing to respond to resident and facility emergencies.

Compensation and Benefits:

The Children’s Inn offers a collegial work environment with exciting opportunities for professional growth, and generous benefits, including 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) and 4 days of employee volunteer leave per fiscal year. Day 1 benefits include health, dental, and vision benefits. The Children’s Inn offers a 401(k) plan with up to 10% employer contribution and match available.  Hybrid telework arrangements available based on the role and needs of the organization.