Resident Experience Director

Job Description

Job Description

Job Purpose

The Resident Experience Director is responsible for developing and delivering daily diversified programs of individual and group activities that will enable each resident to engage in programs focused on 6 dimensions of wellness: spiritual/emotional, physical, intellectual, social connections, creative, and purposeful service activities within the community, in order to sustain and promote each resident’s potential, happiness and sense of usefulness to self and others. This position is responsible for providing daily programs that residents consider fun and engaging, creating a fun and lively environment within the community. This position is also responsible for the resident, family, and friend referral program and collaborating with the sales team to promote an active resident lifestyle.

Company Overview

True Connection Communities (TCC) is a rapidly growing Senior Housing platform focused on the Active Adult and Independent Living segments of the business. At TCC, every day is an opportunity at our Senior Living Community for all our team members to make lasting connections with each other, residents, and resident’s families in a profound and personal way. Team members serve as a bridge between the residents, families, and the company allowing us to provide the absolute best experience for all. At True Connection Communities, you’ll find opportunities to impact lives whether you have direct contact with residents, or support or lead someone who does. For more information on True Connection Communities visit

Duties and Responsibilities

• Provides outstanding services to all residents, family members, responsible persons, and visitors.
• Follows company policies, signature program guidelines, including TCC wide themed programming, and expectations when leading activities.
• Develops and delivers full activity programs seven days a week including a minimum of 5 programs daily on the life enrichment calendar.
• Utilizes calendar creation technology and encourages residents to access and interact with the digital calendar. Provides related support to residents as needed to ensure effective utilization of the digital calendar.
• Directs scheduling and coordination with third party vendors to ensure all third party led programs are executed as scheduled.
• Conducts/leads majority of programs in Independent Living.
• Trains, supports, and instructs team members and volunteers to assist with activities as needed.
• Plans, coordinates, and helps implement decorations for special events, seasons, and holidays, ensuring decorations meet company standards.
• Coordinates family functions and events, including quarterly family, friend, and resident referral events.
• Plans and attends weekly excursions.
• Manages needed supplies for planned activities.
• Assists with transportation for activity outings and regularly scheduled group trips.
• Drives the company vehicle for resident activities and appointments when needed, if certified and approved to do so.
• Works collaboratively with the Sales Team to plan, lead, and participate in quarterly large prospect events and monthly elevated prospect events
• Engages residents in planning and running resident led programming based on resident need and interest
• Is responsible for the resident, family, and friend referral program including meeting community specific lead generation and move in goals for the referral program.
• Partners with residents and the local community to provide community in-reach through clubs, organizations, and activities based on resident interest and involvement.
• Utilizes available technology to promote community programming, capture authentic experiences, and connect with residents, families, and prospects. 
• Consistently captures photos of residents, programming events, and community life and submits them to the social media marketing team.
• Assists in obtaining resident and family testimonials and assists residents in completing necessary surveys
• Carries out other duties as assigned by the Executive Director to ensure smooth operation of programs and to meet resident needs.
• Works collaboratively with Executive Director to create a positive, hospitality-oriented atmosphere for all associates and residents.
• Gives exceptional customer service to residents and visitors, from providing a pleasant greeting to maintaining professionalism and composure in more challenging situations.
• Recognizes and fosters a sales-oriented culture by participating in and contributing toward the sales and marketing efforts of the community, including but not limited to participating in weekly power hours, making phone calls, talking with prospective residents and family members, and utilizing available technology to connect with prospective residents.
• Participates in new resident orientation from time of deposit to time of move in, making new residents feel welcome and included and encouraging connections between new depositors, residents, and community staff.
• Attends and actively participates in company-hosted webinars, meetings and other trainings as scheduled.
• Independent Living - Leads a minimum of 4 activities per day that cannot be run by Residents initially.
• Helps Residents create community groups including resident led programs, clubs, and committees.
• Performs other related duties as assigned.

Additional Job Functions for All Department Heads:

• Works collaboratively with Executive Director and other department heads to create a positive, hospitality-oriented atmosphere for all associates and residents.
• Gives exceptional customer service to residents and visitors, from providing a pleasant greeting to maintaining professionalism and composure in more challenging situations.
• Recognizes and fosters a sales-oriented culture by participating in and contributing toward the sales and marketing efforts of the community, including assisting at events when needed.
• Works with Executive Director to effectively train, coach, reward and discipline all subordinates in a timely manner.
• Completes all departmental-related reports in an accurate and timely manner.
• Attends and actively contributes relevant departmental information at daily Stand-Up Meeting.
• Attends and actively participates in company-hosted webinars, on-site meetings, regional meetings and national meetings as scheduled.
• Completes in a timely manner all required trainings to maintain appropriate certifications and credentials for position. 
• Meets with all new residents within timeframe set by Executive Director.
• Participates in the Manager-on-Duty program, including covering weekends on a rotating basis, as assigned by the Executive Director. 

Qualifications  

• High school diploma or GED required.
• Experienced in activity planning, preferably with seniors.
• Experienced and interested in working with seniors.
• Excellent communication and time management skills.
• Basic typing skills and computer knowledge to include familiarity with MS Word and other pertinent software.
• Is creative, energetic, enthusiastic, patient, flexible, encouraging, and team oriented.
• Displays patience, tact, enthusiasm, and a cheerful disposition.
• Creates a positive atmosphere for residents with an engaging variety of activities.
• Promotes the community in a positive manner and effectively communicates community values to Residents, families, and team members.
• Possesses creative activity and organizational skills.
• Mature, pleasant, friendly, and cheerful personality.
• Must be able to be flexible in work schedule to accommodate special events and evening/weekend programs.
• Valid state driver’s license and clean driving record.

Benefits

• Medical/Dental/Vision Insurance, Health Savings Account (HSA) & Flexible Spending Account (FSA)
• Paid Parental Leave, Short-term & Long-term Disability
• Industry-leading PTO
• Paid Holidays
• 401k program; Including match
• Tuition reimbursement
• Employee Assistance Program (EAP)
• Employee/Resident Referral Bonuses

Working Conditions

The Resident Experience Director works within the Senior Living Community, where there may be possible exposure to communicable diseases and infection, exposure to latex, possible exposure to blood-borne pathogens, possible exposure to various chemical, infectious, or biological hazards, and possible exposure to pets. 

True Connection Communities is an Equal Employment Opportunity Employer M/F/D/V. We are committed to equal employment opportunity to all qualified persons, without regard to race, color, religion, creed, ancestry, national origin, age, gender, gender identity or expression, marital status, disability, or other protected status, as established by Federal or State laws.

True Connection Communities complies with the Americans with Disabilities Act (ADA), to provide reasonable accommodations for persons with disabilities. 

True Connection Communities is a Drug-Free/Smoke-Free Workplace.