Resident and Community Associate: Full Time

Resident And Community Associate

Be the welcoming face and calming presence of our community! As a Resident And Community Associate, you'll serve as the first point of contact for residents and guests while helping maintain a safe, secure, and well-coordinated campus. From managing the front desk and phones to monitoring safety systems and responding to emergencies, this role is ideal for someone who is professional, compassionate, and thrives in a dynamic environment.

Summary Of Responsibilities:

The Resident And Community Associate serves as a liaison between residents, families, guests, and staff. The Resident And Community Associate is responsible for the switchboard, reception desk activities, and initiating response to facility and resident emergencies. They assist in ensuring a safe environment for residents, guests and employees by monitoring both interior and exterior areas of campus and buildings. They protect the privacy and confidentiality of all residents and co-workers.

Essential Functions/Duties:

• Adequately and accurately records the happenings from their shift onto the shift report sheet and transfers the appropriate information during change of shift.
• Checks emails on every shift and responds accordingly.
• Records information in the online resident database to ensure those working in other departments and on different shifts have needed information to provide the best quality of care and service to the residents.
• Answers the switchboard/multi-line telephone system promptly and in a professional and courteous manner. Identifies the needs of the caller and handles the call effectively and in an efficient manner.
• Delivers internal mail to villas as per procedure.
• Delivers to-go meals to villa residents if requested.
• Accepts, logs, and accurately distributes prescription medications to Residential Living residents.
• Accepts, logs, and accurately distributes packages and deliveries (i.e. flowers, dry cleaning, etc.) for residents and employees.
• Participate in department meetings and trainings.
• Conducts exterior patrols and inspects buildings, equipment, and access points to ensure the well-being of residents, guests, and employees. Controls traffic/parking by directing drivers during large campus events.
• Prevents losses and damage and reports irregularities/safety concerns.
• Reports hazardous conditions resulting from inclement weather to the Grounds Department personnel.
• Monitors life safety monitoring equipment/panels (i.e. emergency alarm panels, villa alarm panels, monitors, cameras, etc.) and respond accordingly.
• Responds to emergency alarms/ telephone calls or incidents. Accurately documents and maintains a log of emergency alarms/telephone calls or incidents. Escorts ambulances to the proper entrance door and residence for resident pickup.
• Understands how to locate and read Safety Data Sheets. Assist in maintaining current Safety Data Sheet Manuals when requested.
• Conducts and documents fire drills in accordance with regulatory requirements, policy/procedure/protocol.
• Accurately maintains a key log and records use of each key.
• Reports missing keys to the Resident And Community Lead promptly.
• Reports safety concerns to the Facilities Director, Resident And Community Safety Lead, or affected Department and notifies the Facilities Director if a repair/remedy is needed.
• Monitors radio and Relay conversations and responds accordingly.
• Participate in and complete all required ongoing training, including monthly online and in-person training, annual skills competencies education, and role-specific certifications, to ensure continued competence and adherence to organizational and regulatory standards.

Required Skills/Abilities:

• Excellent Customer Service and Communications Skills
• Excellent Interpersonal Skills
• Possesses excellent organizational skills
• Demonstrates good judgment and draws sound conclusions
• Remains calm in all situations and demonstrates problem solving abilities
• Maintains a high degree of confidentiality without compromise
• Microsoft Office products, general computer knowledge.

Core Values:

1. AMBASSADOR: Represents The Highlands at Wyomissing in a positive light with integrity. Takes pride in our community.
2. COMMITMENT: Dedicated, adaptable, tolerant, dependable, focused, and passionate. Often does more than is required. Reports to work as scheduled and timely.
3. COMPASSIONATE: Is empathetic, mindful, and kind.
4. INNOVATIVE: Is curious. Identifies new methods and efficiencies.
5. RESULTS-DRIVEN: Has a strong sense of urgency about solving problems and completing work. Exerts unusual effort over time to achieve a goal. Maintains commitment to goals in the face of obstacles and frustrations.
6. TEAM ORIENTED: Works cooperatively and effectively with others to achieve common goals.

The Highlands' Traditions (Customer Service Expectations):

1. SAFETY: Practices safe behaviors to ensure the safety of all.
2. KINDNESS: Projects a positive image and energy. Courteous and respectful to all. Goes above and beyond to exceed customer expectations.
3. SHOW: Takes pride in self-appearance. Stays in "character" and performs the "role in the show." Ensures work area is show-ready.
4. EFFICIENCY: Performs role with consistency and efficiency. Uses time and resources wisely.

Position Type/Expected Hours Of Work:

• This is a full-time or part-time position, during 1st, 2nd, or 3rd shift hours. This position requires a rotating weekend schedule with every other Saturday and Sunday as part of the routine schedule. Days of work depend on scheduled days. Evening, weekend, on-call, holiday, and work during inclement weather may be required.

Education And Experience Requirements:

• High school diploma or GED (Required)
• 1-3 Years of experience in a related role (Preferred)
• Possess outstanding customer service ability
• First Aid/ CPR/ AED Certification obtained within 90 days of employment (Required)
• Completion of the Highlands Hearthstone Ambassador training within 30 days of employment (Required)

Work Authorization/Security Clearances:

• Medical Screening
• Criminal History Clearance
• FBI Fingerprint Clearance (Only required if you have not lived in PA for the last 2 years)
• Immigration and naturalization (I-9) Clearance
• Valid Pennsylvania Driver's License and acceptable MVR

Physical Requirements And Physical Demands:

• Hearing: Adequate to perform job duties in person and over the telephone.
• Speaking: Must be able to communicate clearly in person and over the telephone.
• Writing: Must be able to accurately document pertinent information either by writing or typing.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.
• This position is frequently required to sit, stand, walk and lift 10 lbs., and occasionally is required to lift and/or carry objects weighing up to 25 lbs.
• This position is occasionally required to stand, bend, crouch, squat, crawl, kneel, balance, pull with force, reach above head, reach above shoulder, lift from floor level up, life from waist level up, lift above shoulders/head, lift 20 lbs. maximum, and frequently lift and/or carry objects weighing up to 10 lbs.

Safety Hazards And Physical Environment:

• May be exposed to blood borne pathogens - Low Risk
• May be exposed to communicable diseases
• May be exposed to extreme conditions, (i.e. heat or cold)
• May be exposed to gaseous fumes and helicopter attributes (i.e. noise, wind, etc.)
• May be exposed to moving mechanical parts
• May be exposed to potential electrical shock