Memory Care Program Manager

Memory Care Program Manager

The Memory Care Program Manager provides leadership and oversight for the full continuum of care delivery in the Petals Memory Care Neighborhood. This role ensures that residents living with dementia receive care and meaningful quality engagement that reflects both their clinical needs and their unique life stories. In partnership with Nursing, the Program Manager helps design care plans that integrate professional clinical assessment with resident and family voice. While nurses educate and evaluate staff competency in clinical skills and care delivery, the Memory Care Program Manager reinforces this training and ensures those skills are delivered with individualized, relational touches that bring quality, dignity, and meaning to each resident's day.

Essential Duties and Responsibilities:

• Collaborate with the Director of Health and Wellbeing to translate clinical assessments and family input into actionable, person-centered care plans.
• Reinforce RN-provided training by ensuring staff apply clinical skills through evidence-based Dementia care approaches, emphasizing sensitivity, dignity, and individualized attention.
• Monitor delivery of resident care.
• Participate in team member huddles and hand offs with transition of care.
• Guide staff to consistently see, hear, and know residents as whole persons, not defined by their diagnosis.
• Foster a culture of effective engagement for both calendared programming and real-time personal connections, ensuring that every moment matters.

Team Leadership & Development :

• Alongside the Director of Health and Wellbeing, coach and evaluate Resident Assistants working in Memory Care.
• Model best practices in dementia care, emphasizing connection and presence in addition to technical skill.
• Partner with Health and Wellbeing to provide recommendations on hiring, onboarding, and ongoing staff competency development for the delivery of quality customer service.
• Anticipate staff learning needs and foster a culture of accountability, empathy, growth, and partnership.
• Supervise Active Life Coordinator positions responsible for supporting Petals Memory Care Neighborhood as well as volunteers.

Resident & Family Partnerships :

• Build trusting, respectful partnerships with residents and families to promote best quality-of-life outcomes.
• Participate in and support resident care conferences and family communications.
• Partner with Senior Living Consultant during the prospect discovery process to educate families, set expectations, and position The Waters as a subject matter expert in Dementia Excellence.
• Participate in the new resident move-ins process (SPLASH) for the Memory Care Petals Neighborhood, including following Waters Standards frequency for family communication touchpoints.
• Educate families on dementia, using Waters specific memory care education (Petals Tips) and other resources, and provide ongoing support.
• Lead quarterly family forum for education and connection.
• Develop and share the Petals Memory Care weekly update, along with regular updates for Uniguest (digital communication platform).
• Serve as the primary point of contact for family concerns and complaints in Memory Care, ensuring issues are heard, addressed promptly, and resolved in partnership with nursing and leadership.
• Encourage open dialogue to align expectations and strengthen family engagement.

Program & Quality Management :

• Oversee Memory Care programming, ensuring activities align with residents' life stories and Petals Memory Care Programming elements.
• Support all Waters Signature Program Standards as a representative of the Waters site level leadership team.
• Manage the Memory Care programming budget.
• Audit care practices, identify safety gaps, and collaborate with Health & Wellbeing leadership on necessary actions steps.
• Support compliance with state and federal regulations and actively participate in quality improvement initiatives.

Education & Experience Requirements:

• Associate's degree in healthcare, social sciences, education, or related field preferred; or a combination of relevant experience and education.
• Minimum of 2 years' experience working with seniors living with dementia in senior living, healthcare, or related service environment.
• At least 2 years in a leadership or supervisory capacity, preferably in a 24/7 care setting.
• Demonstrated experience navigating complex family dynamics and leading difficult conversations with confidence and empathy.
• Proven success as an educator, mentor, or trainer, with the ability to simplify and clearly explain service delivery expectations to staff and families.
• Certified Dementia Practitioner (CDP) or equivalent credential preferred, or willingness to obtain within first year.
• Experience with dementia-focused life enrichment, sensory integration, or integrative therapies (e.g., music, art, pet, aromatherapy) strongly preferred.
• Public transportation driving experience preferred; bus driver eligibility dependent on insurance age requirements (25-75).
• Knowledge, Skills & Ability Requirements:
• Deep understanding of dementia care best practices and person-centered approaches.
• Skilled in family engagement, including clarifying services, aligning expectations, and supporting families through difficult decisions.
• Ability to educate and coach staff, reinforcing RN-led clinical training while ensuring relational, person-centered care delivery.
• Excellent communication skills - verbal, written, and interpersonal - with the ability to adapt messaging for staff, residents, and families.
• Compassionate and empathetic, with a commitment to seeing, hearing, and knowing each resident as a person living with dementia, not as a diagnosis.
• Flexible with scheduling; may require after hours response for escalated crisis management or programming support.
• Ability for participation in the Manager on Duty rotation for weekends and holidays per community requirement.