Resident Services Manager (Spanish Required)

Published 15 days ago

The Resident Services Manager (RSM) is responsible for managing the daily residential operations of The Children’s Inn at NIH and Community Apartments in accordance with the procedures outlined in the Resident Services Manager (RSM) manual. The RSM works closely with other managers providing support and services to families and is a member of the Resident Services Team. The RSM takes initiative and is responsible for managing other projects related to Resident Services, as assigned to them.

Guest Relations:

·      Promote a homelike environment of support and understanding for families of The Inn, demonstrating an ability to cope with and offer comfort to people in acute personal crisis.

·      Become familiar with all rules, policies, and services as they relate to the families residing at The Children’s Inn and ensure proper enforcement; manage conflicts when necessary

·      Act in a proactive manner to identify special family situations and take appropriate actions to promote resolution of conflicts

·      Inform the Resident Services Operations Manager (RSOM) when situations cannot be reasonably resolved

·      Assist the Family Programming team as needed to support The Inn’s goal of providing recreational, educational, and health & well-being support services

·      Interact with volunteers and provide Welcome desk back up as necessary

·      Orient first visit families to The Inn

·      Complete weekly check-ins with families. 

Administrative and Operational Responsibilities:

·      Complete reservation and confirmation procedures for families; make and adjust room assignments to ensure effective operation of The Inn and optimal services for families

·      Maintain accuracy of all records and databases related to resident occupancy and demographics

·      Prepare and organize the welcome desk and front desk areas on a daily basis

·      Administer the background check process for incoming families

·      Assist with arranging family airport car service

·      Update Shift Log and communicate important issues to the Resident Services Team and Welcome Desk Volunteers

·      Collaborate with Clinical Center staff regarding patient reservations/ referrals, family needs, and any concerns

·      Assure timely communication with families regarding changes in schedules and/or activities

·      Assist in the coordination and implementation of the Community Apartment Program and Inn Community Program; act as staff liaison to community families, provide monthly check-in meetings, and report financial assistance requests.

·      Maintain relationships associated with the Community Apartment Program, including building management, maintenance, and housekeeping.

·      Appropriately follow the Crisis Action Plan procedure and implement any necessary safety/security measures and drills for staff and families

·      Participate in The Children’s Inn driver training program

·      Organize and ensure incident reports are completed and saved accurately

·      Maintain and manage the families long-term storage closet

·      Assist the RSOM with monitoring and evaluating processes regularly

·      Attend monthly RSM meetings, monthly staff meetings, quarterly Program and Services meetings, and other meetings/trainings as required.

·      Actively participate in The Inn’s strategic planning process and take responsibility for tasks assigned as they relate to strategic goals

·      Complete special projects as assigned by the RSOM.

Coordination with Facility Team:

·     Monitor the appearance of the common spaces to ensure The Inn’s welcoming and homelike environment.

·     Ensure guest rooms are prepared for occupancy through daily room inspections.

·     Act as a liaison between facilities and resident services teams.

·     Act as a liaison between housekeeping and resident services teams.

·     Coordinate with facilities to notify families of any projects that impact guest rooms

·     Coordinate monthly deep cleans and 60-day long term family room rotations

·     Report and document all necessary facility maintenance requests including issues reported by guests and housekeeping staff, or found during room inspections.



Bachelor’s Degree required. Degree and coursework in psychology, social work, or hospitality preferred.


Two to three years of work experience in human services (family services, hospital or therapeutic residential settings) or hospitality required. Please note this is not a clinical position.


Spanish proficiency required. Must have strong administrative skills with the ability to multitask. Must be a self-starter and innovative. Must be flexible to adapt to process and administrative changes. Must have strong team communication and collaboration skills. Must demonstrate critical thinking and decision-making skills in order to protect the safety and security of Inn families. Should have strong interpersonal skills to display a positive attitude and promote a positive team environment. Must display empathy to families from a variety of backgrounds. Must have a clean driving record and be willing to participate in The Children’s Inn driver training program in order to operate Children’s Inn vehicles.


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


Core hours of work are 11:00 am – 7:30 pm Monday through Thursday and 9:00 am -5:00 pm on Friday, and 5 - 6 holidays per year. Must be willing and able to share night, weekend coverage, and weather emergency coverage on an as-needed basis.

The Resident Services Manager (RSM) is responsible for managing the daily residential operations of The Children’s Inn at NIH and Community Apartments in accordance with the procedures outlined in the Resident Services Manager (RSM…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Education
    4-Year Degree Required
  • Professional Level


Full benefits package including 401(k) match

Full benefits package including 401(k) match

Level of Language Proficiency

Spanish proficiency required

Spanish proficiency required


7 West Drive, Bethesda, MD 20814, United States

How to Apply

Apply online:

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