Director of Resident Services

Westminster at Lake Ridge 12191 Clipper Dr. Lake Ridge, VA 22192, USA Westminster at Lake Ridge 12191 Clipper Dr. Lake Ridge, VA 22192, USA Director of Resident Services for our Senior Living Community in Lake Ridge, VA Salary starting at $84K Commensurate with experience Full Time Medical, Dental & Vision Coverage Company-Paid Short-Term and Long-Term Disability Insurance Company-Paid Life Insurance Paid Time Off (PTO) Accrual Paid Holidays Educational and US Citizenship Scholarship Opportunities Onsite CPR Training Certified Dementia Practitioner Training * Well-Being Model Eligible Employees May Receive Annual Employee Recognition from Residents UKG Wallet (Daily Pay) Free Use of Community Pool and Fitness Center Training and Growth Opportunities Tickets to Work Pet Insurance *Available for select employees Westminster at Lake Ridge is a premier Continuing Care Retirement Community serving older adults in three levels of service: Independent Living, Assisted Living, and a Health Center. Our team of roughly 270 total employees serves a population of over 400 total residents on 62 acres that back up to the Occoquan reservoir. Westminster at Lake Ridge is certified as a Great Place to Work. We are CARF Certified, and Sage certified. Job Requirements A bachelor’s degree in healthcare administration, hospitality management, social work, gerontology, or a related field or a minimum of eight (8) years of relevant experience in lieu of a degree. Experience working in a CCRC or multi-level senior living environment with a strong background in resident engagement is highly preferred. Incumbents should be able to apply practical understanding to carry out instructions furnished in written and oral form, possess high-quality verbal and written communication ability, proficient customer service and interpersonal skills, detailed oriented demeanor and capable of handling community relations, operations and skilled in public speaking. Must be skilled in the operation of computer applications such as Microsoft Office, EHR and other such productivity tools as required. All employees are expected to uphold our ARISE values— Accountability, Respect, Innovation, Stewardship, and Excellence—guiding our behavior, decisions, and service to others with purpose and integrity. Job Summary The Director of Resident Services is responsible for overseeing all aspects of resident experience within Independent Living in a Continuing Care Retirement Community (CCRC). This role ensures high-quality service delivery, resident satisfaction, and seamless coordination of services that promote wellness, engagement, and quality of life. The Director serves as a key liaison between residents, families, and the organization, fostering a supportive, responsive, and hospitality-driven community culture. Key Responsibilities Resident Experience and Engagement Under the Direction and guidance of the Co-Executive Director, the Director of Resident Services is responsible for overall operations of Resident Services. Develop, implement, and oversee programs that enhance resident experience, satisfaction, engagement, and overall quality of life. Ensure a hospitality-focused service model across all levels of care. Address resident concerns, complaints, and service requests promptly and effectively. Monitor and analyze resident satisfaction data and implement improvement initiatives. Collaborate with Sales, HealthCare, Life Enrichment, Dining, Property Management, and Social Services to ensure a coordinated continuum of care. Facilitate smooth transitions between levels of care (independent living, assisted living, skilled nursing). Participating in resident review team meetings and care plan meetings as appropriate. Oversee daily operations of resident services departments, including concierge, social work, transportation, cultural arts, and fitness. Ensure compliance with regulatory requirements, standard operatizing procedures, and policies related to resident services. Lead resident meetings, forums, and committees to encourage engagement and feedback. Communicate effectively with residents, families, and staff regarding community updates and initiatives. Communication and Relationship Management Communicate effectively with residents, families, and staff regarding community updates and initiatives. Collaborate with Sales to ensure a seamless move-in experience. Oversee orientation programs for new residents. Ensure personalized onboarding that supports adjustment and integration into the community. Oversee management of resident handbook. Monitor service delivery standards and regulatory compliance. Conduct audits and implement corrective action plans where necessary. Identify opportunities for innovation and continuous improvement. Recruit, train, supervise, and evaluate resident services team members. Foster a positive, service-oriented culture among staff. Provide ongoing coaching and professional development opportunities. Develop and manage departmental budgets. Monitor expenses and ensure cost-effective delivery service. Evaluate vendors and service providers for quality and efficiency. Performance and Professionalism Maintains professional presence when representing Ingleside exhibits degree of professionalism consistent with standards in performance, behavior, and appearance. Always maintains resident confidentiality and privacy according to policies and procedures; uses discretion when discussing confidential matters. Demonstrates courteous and cooperative behavior with residents, families, co-workers, subordinates, supervisors, and other department staff. Maintains positive working relationships with management and coworkers; willingly follows directions and requests as appropriate. Exhibits professional standards through appearance and demeanor consistent personnel standards. Demonstrates a thorough knowledge of work assignments and performs in a manner to meet quality and timeliness objectives. Demonstrates knowledge and understanding of policies and procedures; seeks clarification or interpretation from appropriate supervisors when needed. Uses tactful, diplomatic communication techniques in all relations with others. Professional Development Participates in in-service, projects, or committees as time permits. Maintains all certifications necessary for employment. Demonstrates flexibility, open mindedness, and versatility in adjusting to changing environments and requirements, as necessary. Commit to continually improving his/her skills through participation in education opportunities whether offered on the job, within, or outside of the community, to increase knowledge of work-related issues. Maintains a current knowledge of federal, state, and other regulations applicable to jobs. Safety & Security Comply with applicable safety policies and procedures as prescribed by the organization, as well as government regulations. Reports any potential safety hazard(s) immediately to supervisor or other appropriate personnel. Report any injury of resident, visitor, or employee immediately to supervisor or other appropriate personnel. Provides assistance to residents, visitors, or employees in an emergency situation, following the proper emergency procedures. ARISE Values Uphold our ARISE values—Accountability, Respect, Innovation, Stewardship, and Excellence—which guide our behavior, decisions, and service to others with purpose and integrity. Accountability – Takes responsibility for actions, honors commitments, and holds oneself to high standards of conduct. Respect – Demonstrates empathy, professionalism, and a genuine appreciation for the dignity and diversity of others. Innovation – Contributes to continuous improvement by embracing new ideas, technologies, and ways of working. Stewardship – Protects and wisely uses resources entrusted to them for the benefit of the organization and its stakeholders. Excellence – Strives to exceed expectations through quality, attention to detail, and a commitment to personal and team success. EEO Statement As an employer committed to Equal Employment Opportunity, Ingleside recruits, hires, and promotes qualified persons in all job classifications without regard to age, race, color, religion, sex, sexual orientation, gender, gender identity, gender expression, national origin, ethnic origin, disability, genetic information, covered veteran status, or any other basis protected by law. Presenting Novice Public Speaking Novice Education Required Bachelors or better in Business Administration or related field. Experience Required 8 years: Experience working in a CCRC or multi-level senior living environment with a strong background in resident engagement is highly preferred. Licenses & Certifications Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Westminster at Lake Ridge