Resident Services Operations Manager

Job Type

Full Time




7 West Drive
United States


The Resident Services Operations Manager (RSOM) is responsible for general oversight and upkeep of The Children’s Inn ensuring that information concerning the residents, or the facility is communicated to the appropriate staff person. The RSOM will manage resident services that relate to lodging, safety and customer service. The RSOM is responsible for the enforcement of policies and procedures and ensures that the resident services team of managers provides services in a consistent, organized and professional manner. The RSOM oversees risk management, emergency preparedness and response to global needs on behalf of the Resident Services team. The RSOM will be able to successfully anticipate needs, exercise exceptional judgment and offer constructive feedback and intervention when needed and required. The RSOM is a member of the Resident Services team.


  • Provide leadership and training to new and existing members of the Resident Services team
  • Recruit, supervise and evaluate the work performance of the Resident Services Managers
  • Ensure staffing 24/7 365 days per year at The Inn
  • Provide backup support for the ADPS during absences.
  • Demonstrate the ability to guide and encourage a culture that reinforces organizational values
  • Recommend proposed changes in staffing patterns, job descriptions, and work schedules to the ADPS
  • Coordinate with the CPSO and the ADPS in formulation of departmental goals


  • Oversee daily operations to ensure compliance with established policies and procedures
  • Manage referral, verification, and room assignment system, resident registration, check-in and check-out procedures
  • Work with the ADPS to create and/or revise program manuals, procedures and forms related to resident services
  • Collaborate with medical teams at the Clinical Center regarding patient referrals /reservations, and address family needs, issues and concerns
  • Maintain accuracy of all records and databases related to front desk operations
  • Monitor occupancy reports; assist in ensuring the accuracy of all records and databases related to program and facilities management
  • Interface with volunteers and provide welcome desk back up as necessary
  • Respond to resident and facility emergencies during work and non-work hours
  • Coordinate monthly length of stay meetings and monitor families on length of stay policy
  • Plan, facilitate and attend monthly and quarterly team meetings, monthly staff meetings and other mandatory trainings and meetings as required

·       Monitor front desk operations working closely with Resident Managers and Welcome Desk volunteers to ensure activities are consistent and efficient

  • Complete special projects as assigned by the APDS


  • Oversee pest management services, security services and transportation services in collaboration with ADFCM
  • Manage linens and coordinate ordering with the ADPS
  • Monitor front desk operations working closely with Resident Managers and Welcome Desk volunteers to ensure activities are consistent and efficient
  • Provide oversight of the Facilities and Resident Services Crisis Action Plan and be prepared to respond to resident and facilities emergencies; assume the administrative role in the absence of the Chief Program & Services Officer and the ADPS
  • Participate in the coordination, updating and implementation of said Crisis Action Plan; ensure all RSM’s receive appropriate CAP training

Facilities Management:

  • Communicate with facilities staff regarding facility issues and repairs
  • Understand workings of all facility systems including heating, cooling, security, and electrical.
  • Monitor monthly and quarterly room inspections as directed by the Associate Director of Facilities and Construction Management
  • Monitor the facility safety checklist in coordination with the ADPS and ADFCM
  • Support all major construction and renovation projects at The Inn by coordinating resident needs as necessary
  • Ensure work order thoroughness (communication with Resident Managers, Facilities Department and NIH contractors)

·       Work with the ADPS and ADFCM to ensure building cleanliness, timely identification and reporting of facility issues and coordination of repairs

  • Participate in training of housekeeping crews when appropriate and conduct weekly facility inspections with the Housekeeping management staff
  • Complete special projects as assigned by the ADPS

Community Relations:

  • Maintain communication and relationships with National Institutes of Health (NIH) contacts and the community at large.
  • Promote awareness of The Children’s Inn by responding to inquiries and providing needed information to supporters.
  • Coordinate with the Senior Director of Volunteers and Community Engagement to maintain appropriate relationships with community members and organizations.


  • Promote a homelike environment of support and understanding for residents of The Inn.
  • Ensure high standards of cleanliness to support the clinical needs of residents.
  • Monitor the changing needs of residents and ensure policies and procedures and meet these needs.
  • Support the Program and Services Department by ensuring proper enforcement of The Inn rules and manage conflicts when necessary.
  • Act in proactive manner to identify special family situations and take appropriate actions to promote resolution of conflicts.

·       Maintain flexibility and acknowledge stress of communal living.

  • Inform the ADPS when situations cannot be reasonably resolved.

·       Encourage family interaction and supportive behaviors.



Bachelor’s Degree Required. Ability to speak, understand and write Spanish is highly desired.


Five to nine years experience working in human services (family services, hospital or therapeutic residential settings) required. At least 3 years of supervisory responsibilities required. Please note this is not a clinical position.


Must have strong administrative and communication skills. Should be friendly and tactful with a compassionate personality. Must be flexible and, when necessary, demonstrate good decision-making ability in order to protect the safety and security of Inn residents. The Senior Resident Operations Manager must be able to cope with and offer comfort to people in acute personal crisis. Must demonstrate the ability to respond to emergency/crisis situations. Should have a positive attitude and work well in a team-oriented environment. Must be open to all and comfortable with a variety of lifestyles. The Senior Resident Operations Manager must be responsible, dependable, and autonomous.


Must be in good general health with no history of chronic diseases that could be hazardous to the residents of The Children’s Inn.


Core hours of work are 8:00am – 5:00pm Monday through Friday. Must demonstrate flexibility in work schedule in order to provide weekly supervision to RSMs on the overnight shift. Must share holiday coverage with the RSMs and be willing and able to share night and weekend coverage on an as-needed basis. Must be accessible during non-work hours and be willing to respond to resident and facility emergencies.


competitive salary and outstanding benefits package.

Level of Language Proficiency

Spanish proficiency preferred.

Professional Level


Minimum Education Required

4-year degree

How To Apply

For more information about The Children's Inn, please visit our website at