Job Description
Looking for a Director of Resident Services for our Senior Living Community in
Lake Ridge, VA
Salary starting at $84K Commensurate with experience
Great Benefits:
Full Time
- Medical, Dental & Vision Coverage
- Company-Paid Short-Term and Long-Term Disability Insurance
- Company-Paid Life Insurance
- Paid Time Off (PTO) Accrual
- Paid Holidays
- Educational and US Citizenship Scholarship Opportunities
- Onsite CPR Training
- Certified Dementia Practitioner Training *
- Well-Being Model
- Eligible Employees May Receive Annual Employee Recognition from Residents
- UKG Wallet (Daily Pay)
- Free Use of Community Pool and Fitness Center
- Training and Growth Opportunities
- Tickets to Work
- Pet Insurance
*Available for select employees
About Westminster at Lake Ridge
Westminster at Lake Ridge is a premier Continuing Care Retirement Community
serving older adults in three levels of service: Independent Living, Assisted
Living, and a Health Center. Our team of roughly 270 total employees serves a
population of over 400 total residents on 62 acres that back up to the Occoquan
reservoir. Westminster at Lake Ridge is certified as a Great Place to Work. We
are CARF Certified, and Sage certified.
Job Requirements:
A bachelor’s degree in healthcare administration, hospitality management, social
work, gerontology, or a related field or a minimum of eight (8) years of
relevant experience in lieu of a degree. Experience working in a CCRC or
multi-level senior living environment with a strong background in resident
engagement is highly preferred. Incumbents should be able to apply practical
understanding to carry out instructions furnished in written and oral form,
possess high-quality verbal and written communication ability, proficient
customer service and interpersonal skills, detailed oriented demeanor and
capable of handling community relations, operations and skilled in public
speaking. Must be skilled in the operation of computer applications such as
Microsoft Office, EHR and other such productivity tools as required. All
employees are expected to uphold our ARISE values— Accountability, Respect,
Innovation, Stewardship, and Excellence—guiding our behavior, decisions, and
service to others with purpose and integrity.
Job Summary:
The Director of Resident Services is responsible for overseeing all aspects of
resident experience within Independent Living in a Continuing Care Retirement
Community (CCRC). This role ensures high-quality service delivery, resident
satisfaction, and seamless coordination of services that promote wellness,
engagement, and quality of life. The Director serves as a key liaison between
residents, families, and the organization, fostering a supportive, responsive,
and hospitality-driven community culture.
Key Responsibilities
Resident Experience and Engagement
Under the Direction and guidance of the Co-Executive Director, the Director of
Resident Services is responsible for overall operations of Resident Services.
* Develop, implement, and oversee programs that enhance resident experience,
satisfaction, engagement, and overall quality of life.
- Ensure a hospitality-focused service model across all levels of care.
- Address resident concerns, complaints, and service requests promptly and
effectively.
* Monitor and analyze resident satisfaction data and implement improvement
initiatives. Collaborate with Sales, HealthCare, Life Enrichment, Dining,
Property Management, and Social Services to ensure a coordinated continuum of
care.
* Facilitate smooth transitions between levels of care (independent living,
assisted living, skilled nursing).
* Participating in resident review team meetings and care plan meetings as
appropriate.
* Oversee daily operations of resident services departments, including
concierge, social work, transportation, cultural arts, and fitness.
* Ensure compliance with regulatory requirements, standard operatizing
procedures, and policies related to resident services.
* Lead resident meetings, forums, and committees to encourage engagement and
feedback.
* Communicate effectively with residents, families, and staff regarding
community updates and initiatives.
Communication and Relationship Management
Communicate effectively with residents, families, and staff regarding community
updates and initiatives.
- Collaborate with Sales to ensure a seamless move-in experience.
- Oversee orientation programs for new residents.
- Ensure personalized onboarding that supports adjustment and integration into
the community.
- Oversee management of resident handbook.
- Monitor service delivery standards and regulatory compliance.
- Conduct audits and implement corrective action plans where necessary.
- Identify opportunities for innovation and continuous improvement.
- Recruit, train, supervise, and evaluate resident services team members.
- Foster a positive, service-oriented culture among staff.
- Provide ongoing coaching and professional development opportunities.
- Develop and manage departmental budgets.
- Monitor expenses and ensure cost-effective delivery service.
- Evaluate vendors and service providers for quality and efficiency.
Performance and Professionalism
Maintains professional presence when representing Ingleside exhibits degree of
professionalism consistent with standards in performance, behavior, and
appearance.
* Always maintains resident confidentiality and privacy according to policies
and procedures; uses discretion when discussing confidential matters.
* Demonstrates courteous and cooperative behavior with residents, families,
co-workers, subordinates, supervisors, and other department staff.
* Maintains positive working relationships with management and coworkers;
willingly follows directions and requests as appropriate.
* Exhibits professional standards through appearance and demeanor consistent
personnel standards.
* Demonstrates a thorough knowledge of work assignments and performs in a
manner to meet quality and timeliness objectives.
* Demonstrates knowledge and understanding of policies and procedures; seeks
clarification or interpretation from appropriate supervisors when needed.
* Uses tactful, diplomatic communication techniques in all relations with
others.
Professional Development
Demonstrates professional development/skills competency in all activities.
- Participates in in-service, projects, or committees as time permits.
- Maintains all certifications necessary for employment.
- Demonstrates flexibility, open mindedness, and versatility in adjusting to
changing environments and requirements, as necessary.
* Commit to continually improving his/her skills through participation in
education opportunities whether offered on the job, within, or outside of the
community, to increase knowledge of work-related issues.
* Maintains a current knowledge of federal, state, and other regulations
applicable to jobs.
Safety & Security
Comply with Ingleside established safety rules and practices.
* Comply with applicable safety policies and procedures as prescribed by the
organization, as well as government regulations.
* Reports any potential safety hazard(s) immediately to supervisor or other
appropriate personnel.
* Report any injury of resident, visitor, or employee immediately to supervisor
or other appropriate personnel.
* Provides assistance to residents, visitors, or employees in an emergency
situation, following the proper emergency procedures.
ARISE Values
Uphold our ARISE values—Accountability, Respect, Innovation, Stewardship, and
Excellence—which guide our behavior, decisions, and service to others with
purpose and integrity.
* Accountability – Takes responsibility for actions, honors commitments, and
holds oneself to high standards of conduct.
* Respect – Demonstrates empathy, professionalism, and a genuine appreciation
for the dignity and diversity of others.
* Innovation – Contributes to continuous improvement by embracing new ideas,
technologies, and ways of working.
* Stewardship – Protects and wisely uses resources entrusted to them for the
benefit of the organization and its stakeholders.
* Excellence – Strives to exceed expectations through quality, attention to
detail, and a commitment to personal and team success.
EEO Statement
As an employer committed to Equal Employment Opportunity, Ingleside recruits,
hires, and promotes qualified persons in all job classifications without regard
to age, race, color, religion, sex, sexual orientation, gender, gender identity,
gender expression, national origin, ethnic origin, disability, genetic
information, covered veteran status, or any other basis protected by law.
Job Tags
Daily paid, Full time, Temporary work, Work at office, Immediate start