Resident Experience Manager

The Resident Experience Manager is responsible for overseeing Resident Services, Life Enrichment, and Front Desk operations to ensure residents receive coordinated, dignified, and person-centered services. This role supervises Life Enrichment staff, Resident Services staff, and Front Desk staff and ensures smooth daily operations that support resident safety, engagement, access to care, and a welcoming environment for residents, families, and visitors.

The Resident Experience Manager acts as a resource navigator, liaison, and advocate for residents while partnering closely with all departments-including Neighborhood Programs-to ensure services are delivered according to each resident's service plan, preferences, and needs. This position fosters a home-like and community-oriented atmosphere throughout the residence.

• Full-time, exempt
• On-site at our assisted living facility (Macdonald Residence)
• Shift: Sunday-Thursday, 9 AM - 5:30 PM (no on-call responsibilities)

The individual in this position is expected to engage in the following work-related activities.

• Oversee all aspects of people management, including recruitment, onboarding, training, performance evaluations, coaching, disciplinary action, and staff development to support operational excellence and quality outcomes for the Residential Service, Life Enrichment, and Front Desk teams.
• Maintain an up-to-date and accurate departmental schedules.
• Required to work on-site a minimum of five (5) days per week except during approved PTO.
• Actively participate in the Service Planning Team and update Service Plans in a timely fashion.
• Participate in resident quarterly Care Conferences.
• Assist with family communication, support, and outreach.
• Establish clear job expectations and performance goals for team members, fostering accountability, growth, and continuous improvement.
• Meet with all assigned supervisees at least bi-weekly for one-on-one supervision.
• Plan and facilitate monthly team department meetings.
• Ensure employee timesheets are accurate and approved for each pay period.
• Manage the Resident Services, Life Enrichment, and Front Desk budgets.
• Collaborate with Neighborhood Programs staff on shared events, activities, and initiatives.

• Oversee daily Front Desk operations.
• Ensure adequate Front Desk coverage and appropriate scheduling.
• Ensure Front Desk staff:
  1. Answer and route phone calls professionally and accurately.
  2. Greet residents, visitors, vendors, and partners and ensure all check-in and check-out procedures are followed.
  3. Monitor and operate the front entrance to support resident safety and security.
  4. Schedule resident appointments and communicate appointment details to Resident Services.
  5. Coordinate resident escorts in collaboration with Resident Services staff.
  6. Schedule transportation and rides for resident appointments.
• Ensure clear and accurate communication between Front Desk and Resident Services staff to support continuity of care.
• Identify workflow issues and implement process improvements related to appointment coordination, escorts, and transportation.
• Oversee daily Front Desk operations.
• Ensure adequate Front Desk coverage and appropriate scheduling.

• Ensure smooth delivery of Life Enrichment activities and programming.
• Ensure an initial Activity Assessment and Activity Plan is completed within fifteen (15) business days of admission and that quarterly Activity Plans are reviewed monthly and updated as needed.
• Ensure Activity Plans address residents' physical, mental, emotional, and spiritual health and include individualized goals.
• Oversee development of a well-rounded monthly activities calendar reflecting resident interests, cultures, abilities, and routines.
• Ensure activities are offered seven (7) days per week, including day, evening, indoor, outdoor, and one-on-one options.
• Ensure outreach and communication methods reach residents with varying cognitive abilities (e.g., calendars, newsletters, posters, daily boards, verbal reminders).
• Ensure resident engagement and participation data is tracked, including declined activities, and use data and resident feedback for continuous improvement.
• Ensure Resident Council meetings are held monthly, meeting minutes are legible, dated, stored appropriately, and feedback is communicated to relevant parties.

• Meet regularly with resident