Support Services Manager

Let us welcome you home

Optima Living operates Independent Living, Assisted Living, Supportive Living and Memory Care communities in Alberta and British Columbia. Our communities are among the best places to live in Western Canada.

Our Vision: For every person to feel at home.

This is truly supported by our credo. "Let us welcome you home." All of us here feel it is an honour to work with our residents and we advocate a resident-centered approach where the Resident, is the focus of all our endeavours.

Reporting to the General Manager, the Support Services Manager is responsible for leading and coordinating the daily operations of food services and housekeeping functions (department) to ensure residents live in a safe, clean, and welcoming environment. This role balances operational efficiency with a strong focus on hospitality, resident satisfaction, and regulatory compliance.

Responsibilities

Leadership and Team Oversight

• Provides leadership, support, guidance and mentorship to the food services and housekeeping teams
• Provides oversight and direction to the food services, housekeeping teams through coordination of work routines
• Conducts and attends team meetings; serves on committees as applicable
• Ensures team members comply with all relevant Occupational Health and Safety regulations
• Fosters a positive dining experience that promotes dignity, choice, and comfort for residents.

Core Deliverables

• Leads the development, implementation, evaluation, and revisions of food service-related goals, objectives, and outcomes
• Reviews and implements menus to meet residents' dietary requirements and preferences while make necessary changes as required in collaboration with dietitians
• Oversees proper food handling, presentation, portion control and maintaining appropriate serving temperatures
• Maintains accurate inventory records for food, supplies, and equipment
• Implements and monitors cost control measures to reduce waste and manage food costs.
• Ensures proper storage and rotation of food items (FIFO method), maintaining freshness and safety.
• Ensures complete and accurate SDS manuals are readily available, and that appropriate safety labeling and signage is throughout the building
• Develops guidelines and protocols for the safe use and deployment of housekeeping and laundry equipment
• Ensures preferred vendor equipment is operational and effectively sanitizes and dispenses chemicals
• Works collaboratively with the maintenance teams to ensure housekeeping and laundry equipment remain in good working order
• Monitors and maintains inventory of cleaning and laundry supplies ensuring cost-effective usage and timely ordering

Optima Community Engagement

• Ensures communication with residents, families and team members is managed effectively, with empathy and responsiveness.
• Collaborates with other team leads within the community to ensure that goals and planned changes are monitored and reviewed
• Adapt meal plans based on resident feedback and changing dietary needs.
• Solicits regular resident and family feedback from surveys and other means

Budget and Financial

• Participates in the operational, budgetary, and capital planning processes
• Forecasts budget requirements as well as monitors and approves expenditures

Quality Assurance

• Performs and evaluates organizational audits and key performance indicators and shares the results for quality improvements
• Investigates and documents incidents and complaints, ensuring prompt corrective actions
• Manages risks, communicates problems and finds solutions for quality improvements and risk mitigations
• Reviews external quality and inspection reports in collaboration with the General Manager
• Maintains accurate records by ensuring necessary documentation and reporting systems are in place

Operational and Administrative Systems

• Liaises with external governing and regulatory groups as necessary
• Determines and maintains appropriate staffing levels (as per CBA if applicable) and interviews and hires qualified personnel in consultation with the General Manager
• Oversees the onboarding and orientation of the team
• Manages performance evaluations and improvement strategies
• Ensures team members participation in the annual continuing education program
• Engages in work-related developmental programs and opportunities to foster continuous learning and professional excellence.
• Resolves conflicts and takes appropriate corrective action as needed
• Reviews and approves biweekly payrolls
• Supports the Community Relations Coordinator in providing tours of the community as needed

General Responsibilities

• Promptly reports unsafe conditions, incidents, or concerns to supervisor, General Manager or Health & Safety Committee
• Identifies maintenance issues and reports them following established maintenance procedures.
• Responds promptly during emergency codes in alignment with organizational standards and protocols
• Contributes to quality improvement initiatives by sharing ideas and providing feedback.
• Ensures adherence to infection control policies and procedures through regular audits, observations, and investigations
• Maintains strict confidentiality of resident medical and personal information in accordance with privacy legislation
• Completes orientation upon hire and annual mandatory education as assigned
• Supports other team members through their orientation process.
• Respects and upholds the Resident Bill of Rights and the Assisted Living Rights of Residents (for BC only).
• Performs other duties as required to support operational needs.

Qualifications & Experience

• Red Seal certified is an asset
• A diploma or certification in Hospitality Management program is an asset
• Three (3) years leadership experience in a health care setting is an asset
• A member in good standing of the Canadian Society of Nutritional Management or willing to obtain
• Holds an active Food Safe certificate
• Energetic and supportive leader who drives team engagement and morale while consistently leading by example
• Communicates in an approachable and respectful manner with the temperament to deal tactfully and cooperatively in all interactions
• Strong organizational, planning, and problem-solving skills, with the ability to manage priorities effectively
• Strong written communication skills with the ability to present professional documents with clarity.
• Experienced in crisis intervention
• Ability to manage and resolve difficult and challenging situations effectively and respectfully
• Physical and mental ability to carry out the duties of the position including adherence to provincial health legislations
• Ability to operate equipment safely
• Computer literacy skills required
• Flexibility to work a variety of shifts

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