Resident Services Manager

5 months ago

Kingston, Canada Sienna Senior Living Full time

We are Sienna Senior Living, a publicly traded company (TSX:SIA) and one of Canada’s leading owners and operators of seniors’ residences. We offer care, support, services, and housing in Retirement and Long Term Care to seniors/residents and their families. We believe it is a privilege to serve Canada’s seniors, ensuring they live fulfilling lives with the utmost comfort, dignity, and respect.

At Sienna, we empower our 12,000 team members to help residents live the life they desire and deserve. We provide our team members with the tools and support to deliver excellent clinical care and elevate the resident experience through choice, personalization, and community engagement.

If this resonates with you, please keep reading.

**What Sienna Offers**:
We are a purpose driven organization. We aspire to cultivate an environment and culture where team members feel valued, heard, and empowered to do meaningful work. We offer a number of programs and benefits that support team members’ financial, personal, and professional needs, including:

- A competitive salary and vacation package
- Health & Dental benefits program
- RRSP with employer match
- Share Ownership and Reward Program (SOAR)
- Employee Share Purchase Plan with company match
- Continuous learning and growth opportunities
- A welcoming culture that values diversity and differing perspectives, experiences, and beliefs

**What You’ll Be Doing**:
You will be a welcomed member of the retirement team at **Waterford Kingston Retirement Residence**, working in a fast-paced environment where you will make a meaningful difference in residents’ lives. As a **Resident Services Manager**, will be responsible for the oversight of services to provide exemplary customer service for the residents, family and team members. This role will encompass a holistic approach, act as an advocate for residents and liaise between departments to ensure continuity of service. This leadership approach leverages the skills and expertise of all team members to work together to provide shared leadership, problem solving, and resource allocation to support the care and delivery of optimal resident quality of service and care.

**How You’ll Succeed**:

- **Provide Care and Service Coordination to Resident and Families**
- Develop and implement effective service delivery methods that capture all elements of the programs
- Coordinate daily care needs within the assigned resident home area(s)/neighbourhood(s), interacting with the interprofessional team to prioritize resident care activities
- Liaise between residents and other department leaders to ensure quality outcomes are obtained for the resident (timely care, hot food in alternate dining rooms, fulsome resident engagement programming for all areas (MC/AL)
- Conducts in-service sessions to address topics related to care and services
- Ensure care plans are personalized to meet the needs/preferences of the residents
- Ensure flexibility and being available to resident and family needs, as required

**2. **Promote service excellence and hospitality**:

- Work to resolve and follow up on concerns raised by residents & families promptly to ensure all parties are satisfied
- Implement resident & family satisfaction surveys and collaborate with the team to build action plans based on feedback to improve resident and family experience
- Coordinate and facilitate resident care conferences

**3. **Support the leadership team to improve resident care and services**:

- Supports the team in management of resident risk and implement de-escalation measures to promote safety for risks/team members and visitors and ensures accountability at all service levels
- Contribute to the development of quality improvement plans to increase quality of care and reduce risk
- Coordinate and facilitate in-service and continuing education for all team members in all departments
- Coordinate with the Director of Wellness to review total assessment of prospective residents to ensure needs are met
- Forecast staffing levels: recruiting and retaining team members by ensuring development and motivation amongst the team
- Organize and facilitate onboarding for Personal Support Workers
- Partner with leadership or lead, as necessary to investigate and resolve employee and resident complaints and concerns
- Facilitate team member training and development by identifying needs and opportunities to enhance performance and foster growth
- Responsible to maintain resident records in accordance with policies and legislative regulations by collaborating with the Director of Wellness. Ensure all necessary documentation is included and kept in a confidential and secure place
- Partner with the Resident Engagement Manager in resident assessments to ensure recreation programs and service plans are being developed and facilitated effectively and timely

**Who You Are**:

- This is a people intensive role. You are compassionate and dedicated to meaningful work that sup

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