Community Manager- supportive living

Community Relations Manager Supportive Living Community Location: Schaumburg, IL Employment Type: Full-Time Schedule: Flexible schedule required; may include evenings, weekends, community events, and occasional on-call support Reports To: Executive Director / Administrator Position Summary Community Relations Manager is responsible for supporting the daily operations of the Supportive Living Community while also leading efforts to build and retain occupancy. This role combines resident support, staff coordination, family engagement, marketing outreach, referral development, tours, move‑in coordination, and retention initiatives. The ideal candidate is a hands‑on leader with strong people skills, sales and marketing instincts, and a passion for serving older adults and individuals who benefit from supportive living services. This person will help create a welcoming, well‑run community while actively promoting the community to prospective residents, families, referral partners, and local organizations. Key Responsibilities Occupancy Growth, Marketing & Sales Develop and maintain relationships with referral sources, including hospitals, discharge planners, case managers, physicians’ offices, social service agencies, senior centers, churches, community organizations, and other local partners. Represent the community professionally at networking events, health fairs, community programs, and local outreach opportunities. Respond promptly to inquiries from prospective residents, family members, referral partners, and community contacts. Conduct community tours and present the benefits of supportive living in a clear, compassionate, and persuasive manner. Follow up consistently with leads, referral sources, families, and prospective residents to move inquiries through the admission process. Maintain accurate records of leads, tours, referrals, follow‑ups, and move‑in progress using the community’s CRM, tracking system, or designated reporting tools. Partner with leadership to create and execute monthly marketing and occupancy plans. Assist with planning and hosting community events designed to attract prospective residents, families, referral partners, and local influencers. Monitor local market trends, competitor activity, and referral patterns to identify opportunities for growth. Meet or exceed assigned goals for inquiries, tours, referrals, move‑ins, and occupancy growth. Resident Retention & Satisfaction Build strong relationships with residents and families to support satisfaction, trust, and long‑term retention. Proactively identify resident or family concerns that may impact satisfaction or continued residency. Partner with leadership and department heads to resolve concerns quickly and professionally. Support resident engagement by encouraging participation in meals, activities, social programs, and community events. Assist with resident and family communication to promote transparency and confidence in the community. Help create a warm, welcoming environment that supports resident dignity, independence, and personal choice. Participate in resident satisfaction efforts, family follow‑up, retention calls, and service recovery initiatives. Support smooth transitions for new residents from inquiry to move‑in to full community integration. Move‑In Coordination Guide prospective residents and families through the inquiry, tour, application, approval, and move‑in process. Coordinate with administration, nursing, social services, and other departments to ensure move‑ins are timely, organized, and welcoming. Ensure apartments are ready for move‑ins and that new residents receive a positive first impression. Help collect or coordinate required documentation related to admissions, eligibility, and move‑in readiness, as directed by leadership. Communicate regularly with families and referral partners throughout the move‑in process. Follow up after move‑in to ensure the resident and family feel supported and connected. Daily Community Operations Oversee the daily flow of the residential environment to ensure the community is clean, safe, organized, and welcoming. Conduct regular rounds throughout the community to monitor resident needs, common areas, cleanliness, safety concerns, and overall presentation. Coordinate with housekeeping, maintenance, dining, activities, nursing, and administrative teams to resolve issues promptly. Monitor community appearance and curb appeal, especially before tours, events, inspections, and family visits. Maintain inventory of household, office, marketing, and resident‑related supplies as assigned. Assist with service audits, quality checks, and community readiness. Ensure that residents, families, visitors, and referral partners experience a professional and hospitality‑focused environment. Staff Leadership & Team Support Provide day‑to‑day support and direction to assigned staff members. Assist with scheduling, shift coverage, daily assignments, and communication of priorities. Coach staff on customer service, professionalism, resident rights, confidentiality, and community expectations. Help onboard and train new employees on service standards, hospitality expectations, and resident‑centered care. Promote teamwork between operations, care, dining, housekeeping, activities, maintenance, and leadership. Communicate staff concerns, performance issues, and operational updates to leadership. Community Engagement & Brand Presence Serve as an ambassador for the community in Schaumburg and surrounding areas. Build positive awareness of the community through outreach, events, partnerships, and relationship‑based marketing. Assist with social media content ideas, event promotion, testimonials, newsletters, flyers, and other marketing efforts as assigned. Identify opportunities to tell the community’s story through resident successes, family satisfaction, staff highlights, and community involvement. Help maintain a professional, positive, and consistent brand image in all interactions. Safety, Compliance & Documentation Follow all community policies, procedures, and applicable regulatory requirements. Maintain confidentiality of resident, family, employee, and business information. Support compliance with resident rights, infection control, emergency preparedness, abuse and neglect prevention, incident reporting, and workplace safety standards. Complete required documentation accurately and timely, including reports related to leads, tours, occupancy, resident concerns, incidents, rounds, and follow‑up activities. Immediately report suspected abuse, neglect, exploitation, unsafe conditions, or policy violations according to company procedures. Qualifications High school diploma or GED required; associate or bachelor’s degree in marketing, business, healthcare administration, hospitality, social services, human services, or a related field preferred. Minimum of 2 years of experience in senior living, supportive living, assisted living, healthcare, hospitality, sales, marketing, admissions, case management, or community relations preferred. Prior experience with senior living sales, Medicaid supportive living, healthcare referrals, or residential services strongly preferred. Supervisory or team lead experience preferred. Strong comfort with sales follow‑up, networking, tours, relationship‑building, and asking for referrals. Experience using CRM systems, lead tracking tools, email, Microsoft Office, Google Workspace, or similar platforms preferred. Must be able to pass required background checks, health screenings, and employment requirements in accordance with company policy and applicable law. Valid driver’s license and reliable transportation preferred, as local outreach and community events may be required. Required Skills & Abilities Warm, professional, and persuasive communication style. Strong sales, marketing, and relationship‑building skills. Ability to connect with seniors, adults with disabilities, families, referral partners, and community professionals. Strong follow‑up discipline and ability to manage multiple leads at different stages. Ability to balance operational responsibilities with occupancy growth goals. Strong problem‑solving and service recovery skills. Ability to remain calm, compassionate, and professional during sensitive conversations. Detail‑oriented, organized, and comfortable documenting outreach, leads, tours, and resident concerns. Team‑oriented leader who can coach staff while maintaining a hospitality‑focused culture. Flexible, reliable, and willing to attend community events or referral meetings outside standard business hours when needed. Performance Expectations The House Manager / Community Relations Manager will be expected to contribute directly to occupancy growth and retention through measurable activity and outcomes, which may include: Number of new inquiries generated Number of referral source visits completed Number of tours scheduled and completed Inquiry‑to‑tour conversion rate Tour‑to‑move‑in conversion rate Monthly move‑ins Occupancy percentage Resident and family satisfaction Timely follow‑up with leads and referral sources Retention of current residents Successful execution of marketing events and outreach plans Physical Requirements Ability to stand, walk, bend, reach, and move throughout the community for extended periods. Ability to travel locally for outreach visits, networking, and community events. Ability to lift, push, pull, or carry up to 50 pounds as required by the position. Ability to respond quickly to resident, staff, visitor, or safety needs. Ability to work in a residential healthcare environment with routine exposure to cleaning products, infection control precautions, and occasional urgent resident situations. This organization does not discriminate in hiring or employment on the basis of ancestry, race, color, religion, national origin, sex, sexual orientation, age, military status, veteran status, or disability. No question on the application is intended to secure information to be used for such discrimination. This application will be given every consideration, however its receipt does not imply employment for the applicant. #J-18808-Ljbffr Encore Village of Schaumburg