Resident Services Manager

The Resident Services Manager is responsible for managing the daily activities of The Children’s Inn at NIH, in accordance with the procedures outlined in the Resident Services Manager (RSM) task list. The Resident Services Manager works closely with other managers providing support and services to families. The Resident Services Manager is a member of the Resident Services team.

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.
• Send weekly email update 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.
• 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 team.
• 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.

Qualifications:

Education:

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

Experience:

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

Skills/Traits:

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 Resident Services Manager must be able to cope with and offer comfort to people in acute personal crisis. 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. 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.

Schedule:

Core hours of work are 7:00am to 7:30pm Wednesday, Thursday, Friday and provide coverage for up to five holidays per year. Must be willing and able to share other day/night shift and weekend coverage on an as-needed basis. Must be able to share weather emergency coverage as needed. Must be willing to participate in ongoing team meetings, virtual and in person training sessions that may occur outside of the core hours listed above.

Compensation and Benefits:

Hiring Salary Range: $56,000-59,000

The Children’s Inn offers a collegial work environment with exciting opportunities for professional growth, and generous benefits, including 19.5 day’s vacation leave during years 0-5 and 26 days for years 6 or more, 13 days per year of sick and safe leave, 2 days of mental health leave each July 1st(prorated during first year of employment), 2 days of personal leave each year (prorated during first year of employment), holiday leave, 6 weeks (paid) parental leave (after 1 year of work) and 4 days of employee volunteer leave per fiscal year. Day 1 benefits include health, dental, and vision benefits. The Children’s Inn offers a 401(k) plan with up to 10% employer contribution and match available.

Bilingual a plus