The Resident Services Manager is responsible for managing the activities of The Children’s Inn at NIH during overnight hours, in accordance with the procedures outlined in the Resident Services Manager (RSM) manual. The Resident Services Manager works closely with other managers providing support and services to families. The Resident Services Manager is a member of the Resident Services Team. The RSM takes initiative and is responsible for managing other projects related to Resident Services, as assigned to them.
Guest Relations:
· Promote a homelike environment of support and understanding for residents of The Inn.
· Become familiar with all Inn rules, policies, and services as they relate to the families residing at The Children’s Inn and ensure proper enforcement of Inn rules and manage conflicts when necessary.
· Act in a proactive manner to identify special family situations and take appropriate actions to promote resolution of conflicts.
· Inform the Resident Services Operations Manager (RSOM) when situations cannot be reasonably resolved.
· Maintain flexibility and acknowledge stress of communal living.
· Ability to cope with and offer comfort to people in acute personal crisis.
· Advocate for resident, staff, and program needs.
· Meet reasonable needs of Inn residents.
· Conduct orientation tours for first visit families.
Operational Responsibilities:
· Demonstrate good decision-making ability in order to protect the safety and security of Inn residents.
· Appropriately follow the Crisis Action Plan procedure and implement any necessary safety/security measures for staff and residents, if required.
· Participate in organizing and implementing emergency drills as needed.
· Share holiday coverage with Resident Services Managers and be willing to provide night and weekend coverage on as-needed basis with the ability to cover shifts during inclement weather.
· Must have a clean driving record and is required to participate in The Children’s Inn driver training program in order to operate TCI vehicles and be responsible for administering the annual Drive-Inn training for staff.
· Assist the RSOM with monitoring and evaluating processes regularly.
· Prepare and organize the welcome desk and front desk areas on a nightly basis.
· Admit families per admission procedures; make and adjust room assignments to ensure effective operation of The Inn and optimal services for families.
- Generate new family welcome letters, administer background check process, and prepare check-in packets for arriving residents.
· Maintain accuracy of all records and databases related to resident occupancy and resident demographics.
· Assure timely communication with residents regarding changes in schedules and/or activities.
· Process referrals for first visit families and reservations for return visit families
· Administer the background check process.
· Update RSM log and communicate important issues to the Resident Services Team.
· Organize and ensure incident reports are completed and saved accurately.
· Attend monthly RSM meetings, monthly staff meetings, quarterly Program and Services meetings, and other meetings/trainings as required.
· Review the RSM log and follow-up on incident reports as necessary.
· Set up breakfast each morning for families.
· Upload all family photos into database nightly. In addition, ensure that resident photo board is up to date.
· Assist with First Visit Family transportation data pulling.
· Close out the day by filing and faxing check-in paperwork and correctly document no-shows.
Facilities Management:
· Monitor the appearance of the common spaces to ensure The Inn’s welcoming and homelike environment.
· Liaison between facilities and resident services teams.
· Manage, notify, and oversee any facility projects that impact resident rooms, including biannual carpet cleaning and window cleaning.
Other Duties:
· Assist in the coordination and implementation of a Long-Term Family support plan, including quarterly Long-Term Family meetings and Long-Term Family intakes.
· Assist with First Visit Family Transportation by properly tracking first visit families and communicating last minute changes to the RSOM.
· Assess resident needs and services, while making programmatic recommendations as needed to help foster organizational growth.
· Actively participate in The Inn’s strategic planning process and assume responsibility for tasks assigned as they relate to strategic goals.
· Complete special projects as assigned by the RSOM.
Education:
Bachelor’s degree preferred. Degree and coursework in psychology or social work preferred. Ability to speak, understand and write Spanish is highly desired.
Experience:
Two years work experience in human services (family services, hospital or therapeutic residential settings) required. Experience working in an overnight position is strongly preferred. 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 to protect the safety and security of Inn residents. The Resident Services Manager must be able to cope with and offer comfort to people in acute personal crisis. Should have a positive attitude and work well in a team-oriented environment. Must demonstrate the ability to respond to emergency/crisis situations. Must be open to all and comfortable with a variety of lifestyles. Must have a clean driving record and is required to participate in The Children’s Inn driver training program to operate Children’s Inn vehicles.
Schedule:
Core hours are 7pm to 7:30am Wednesday, Thursday, and Friday, and five holidays per year. Must be willing and able to share night and weekend coverage on an as-needed basis. Must be able to share day, weekend and weather emergency coverage as needed. Must attend meetings and special trainings that happen during daytime hours.
