Director of Resident Services

About Discovery Management Group Discovery Management Group leads one of the nation's most purpose-driven and people-centered senior living organizations, managing and enhancing senior living communities across the United States. With a focus on operational excellence, lifestyle personalization, and culture-driven leadership, we proudly serve residents and families with more than 15,000 units nationwide and growing. As part of one of the largest senior living families in the U.S., our communities have earned Great Place to Work® certifications from 2022–2026. At Discovery Management Group, purpose guides our work, culture fuels our success, and growth defines our future. We continually aspire and invest in learning and development opportunities that support our team members' professional growth, ensuring every team member has the tools to build ameaningful and rewarding career. Discover Your Purpose with Us at The Watermark! As Director of Resident Services , you'll play an essential role in enriching the lives of seniors, creating meaningful connections, and making a difference every single day. Your Role: As the Director of Resident Services , your role includes providing hands-on care and physical and emotional support to each resident while maintaining a safe and comfortable home-like environment. Position Highlights: Status: FULL TIME Schedule: Monday - Friday 9a-5p, Manager on Duty Location: 21 Clark Street Brooklyn NY 11201 Rate of Pay: $105k-$115K Why You'll Love This Community: Nestled in a vibrant New York neighborhood, with a friendly small-town atmosphere, The Watermark at Brooklyn Heights provides an exceptional setting for seniors who seek an extraordinary lifestyle. This elegant, pet-friendly community offers upscale living spaces accompanied by unique programming and options ranging from Independent and Assisted Living to Memory Care. What You'll Do: Makes all residents, whether new move-ins or those who are already established, feel at home and lets them know there is someone who can and will help them with any queries or problems they may have with a focus and goal on Resident retention. Identifies residents with particular physical or mental needs and recommends necessary services. Follows up with visits and phone calls until situation is resolved or improved. Tracks resident hospitalization and emergency room visits and makes routine hospital/rehab visits to coordinate services upon return. Coordinates resident follow-up care, with discharge planner to facilitate timely and safe return to the community. Participates in coordination of care with Community wellness providers and home health agency provider. Assists in coordinating visiting physician's patient schedule. Works with contracted Home Health Care nurse, as appropriate. Oversees Resident Ambassador Program. Acts as liaison between IL and AL. Attends staff meetings of both communities as deemed necessary; assists in the transition of residents from the Independent to the Assisted Living Community. Manages all parking for new residents (both golf and car parking) to ensure revenue is tracked and organized and all payments are being received. Maintains awareness of ill and/or depressed residents. Visits personally and by phone. Assists residents with physical disabilities with check writing, business correspondence, long distance calls, etc. Maintains a “Hot List” of residents who may need monitoring for physical and/or emotional problems. Attends Hospitality Committee meetings; purchases welcome gift supplies, etc. Makes name plates for apartment doors. Makes arrangements to provide complimentary boxed lunches for new arrivals. Attends monthly Birthday/Anniversary resident parties and Newcomers Wine and Cheese reception. Assists in event marketing. Maintains a Resident Profile database. Advises residents of community resources and professional services. Maintains a high visibility in the community by mingling with the residents at meal times, during social events and monthly resident meetings. Ensures that all resident concerns and problems are relayed to the proper department and follow up to ensure finalization. Obtains resident's permission to film apartments for promotions, etc. by having them sign Model Release form. Initiates correspondence or projects regarding resident issues or attends meetings, as requested by the Executive Director. Other duties as assigned. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Educational Requirements and Experience : High School degree or equivalent is required. Non-Licensed Social Worker 4-year degree in related field required Prior experience with seniors required. Language Ability: Mathematical Skills: Cognitive Demands: Computer Skills: Competencies Knowledge, Skills and Abilities: Ability to communicate effectively in writing and verbally, speaking the primary language of the residents. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to use Microsoft Windows, including Word and Excel. Ability to use software to design calendars and signs. Ability to use email and the Internet. Interacts with guests, residents and staff in a courteous and friendly manner. Responds promptly to resident needs. Why Join Us Discovery Senior Living Earned Coveted Great Place to Work Certification for 2025-2026! A large part of what makes Discovery different from other companies in this industry is our willingness to embrace change. At Discovery Senior Living, we are constantly challenging how we are doing things to ensure the lifestyle we are offering our residents is absolutely the greatest value proposition in the marketplace. It's just as important to us that the environment and culture for our team members are constantly refreshed. In addition, embracing and even encouraging change brings a never-ending supply of new energy to our business and our culture. That energy translates to other far-reaching positive impacts on our residents as well as our team members. Find out what makes working at Discovery unique in the world of senior living. Discover Your Purpose! Our Culture & Values So often, what brings people together is deeply rooted in who we are and what we stand for. And at Discovery Senior Living, we're unified by certain, core values, which we call our “Pillars of Excellence.” They make up the fabric of our company, and include TEAMWORK, INTEGRITY, PERFORMANCE, ACCOUNTABILITY, COMPASSION, HARD WORK and CREATIVITY. Individually, they are our virtues, and together, they make up a roadmap which helps us foster innovation and success. Benefits You'll Enjoy For eligible employees, we offer a comprehensive benefits package that includes competitive pay, medical, dental, vision, life, and disability insurance, paid time off and holidays, a 401(k) with employer match, paid training and career growth opportunities, wellness-related benefits, and additional support through our Employee Assistance Program (EAP). Equal Opportunity Employer We are proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. EOE D/V A Note to Applicants This job description outlines the general nature and level of responsibilities for this role and is not an exhaustive list of all duties. Qualified individuals with disabilities, as defined by the ADA, must be able to perform the essential job functions with or without reasonable accommodation, as determined on a case-by-case basis. Agency Policy We do not accept unsolicited resumes from staffing agencies. Please refrain from contacting hiring managers directly. Employment Scam Warning We only post jobs on our official careers site and accept applications through that platform. We do not conduct interviews via text or social media or ask for personal or banking information. Regulatory Compliance & Background Screening Discovery Senior Living complies with all applicable federal, state, and local employment laws and regulatory requirements governing hiring practices, background screening, and workforce eligibility. Employment may be contingent upon successful completion of state-mandated and/or federally required background screenings, which may include criminal history checks, fingerprint-based screening, Level 2 background screening, registry verification, and other screenings required for healthcare and senior living roles with direct or indirect resident access. Certain positions may be subject to additional requirements under federal programs, including CMS, Medicare, and Medicaid regulations, as well as state-specific licensing or regulatory agencies. Screening requirements vary by role and jurisdiction, and candidates must meet all applicable standards as a condition of employment. These measures support regulatory compliance and help maintain a safe, secure environment for residents, families, and team members. Employment in Floridais contingent upon completion of a Level 2 background screening in accordance with Florida AHCA requirements. Applicants will be required to complete fingerprinting and background screening through the AHCA Clearinghouse. For more information, please visit: