Resident Services Coordinator
BayBridge Senior Living - Midland, ON

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BayBridge Senior Living is seeking passionate, hands-on people that share our values. All of our team members bring a high-level of understanding and skills related to their respective fields of expertise. However, BayBridge recognizes the importance of investing in our team's continued development and well-being. We offer continued training and development, trustworthy leadership and a comprehensive compensation package.

Our mission is to provide World Class Stewardship of the relationships entrusted to us by our residents & families, team members and business partners. Our fundamental belief is to build trust, integrity and confidence through every interaction.

Our Values:

  • Treating every senior individually with dignity and respect.
  • Engaging family, friends and the local community.
  • Celebrating the gift of human life daily.
  • Serving seniors with passion and joy.

By joining our team you are assuming a significant role in our common commitment in serving our residents.

JOB SUMMARY

The Resident Services Coordinator is responsible for supporting the overall operation and interdepartmental team functioning within the Assisted Living (AL) and Memory Care (MC) Neighbourhoods of the community. The position is ‘people intensive’, with a substantial component of the job involving maintaining strong resident, family, volunteer and team member relations.

KEY DUTIES

1. Develops and facilitates programs to meet the needs of the residents within the AL/MC neighborhoods ensuring that legislative guidelines, best practices and expectations related to AL/MC are followed by:

  • developing and implementing effective service delivery methods that capture all program elements and ensure accountability at all service levels;
  • ensuring appropriate program administration and corporate alignment and legal compliance;
  • working with the Director of Wellness in reviewing total assessment of prospective residents to ensure their needs are met;
  • personalizing plans of care to reflect resident preferences;
  • providing information and complaint resolution services to residents and their families;
  • contributing to the development and coordination of relevant marketing strategies for programs and services;
  • responding to unplanned organizational changes;
  • continually assessing the role and effectiveness of programs through internal and external performance measures;
  • monitoring service delivery, identifying inefficiencies, developing process improvements and investigating and resolving problems and complaints;
  • researching and monitoring current developments and trends in AL/MC to ensure effectiveness, consistency and compliance; and
  • contributing to the development, improvement and implementation of service delivery policies, procedures and strategies.

2. Organizes, facilitates and tracks in-service and continuing education programs for AL and MC team members.

3. Manages the Resident Care Partners in the AL/MC Neighbourhoods to ensure resident care, monitoring and appropriate interaction by:

  • forecasting staffing levels, recruiting, supervising, developing, motivating and retaining employees;
  • organizing and facilitating onboarding for AL/MC team members;
  • preparing the employee schedule within the confines of the corporate policy and collective agreement (if applicable);
  • conducting regular team meetings;
  • linking individual goals to the organization’s and working with team members to set performance standards that are specific, measurable and manageable;
  • disciplining employees, when necessary, within the confines of the corporate policy and collective agreement (if applicable);
  • investigating and resolving employee complaints and concerns; and
  • identifying employee training and development needs and opportunities to enhance performance and foster growth.

4. Fosters and maintains a strong relationship with residents by:

  • actively interacting with residents, families and guests in a professional, courteous manner;
  • facilitating regular meetings with residents and families; and
  • being available and flexible to resident and family needs, as required.

5. Actively participates as a member of a multi-disciplinary team responsible for resident care and services by:

  • interacting with the Wellness Team to update resident assessment and service plans;
  • communicating formally and informally with other department heads as part of the management team; and
  • promoting collaboration with members of the multi-disciplinary team to ensure all resources are available and accessible to residents in AL/MC.

6. Ensures the integrity, accuracy and timely completion of resident records, reports and assessments by:

  • in collaboration with the Director of Wellness, maintaining resident records according to legislative regulations and policies to include necessary documentations such as, progress notes and reports;
  • maintaining resident information in YARDI (the electronic care system), auditing the data and providing technical support to team members; and
  • in collaboration with the Director of Wellness, ensuring monthly and bi-annual assessments are completed to confirm that care plans are current according to BayBridge’s care model and regulatory standards.

7. Liaises with and provides support to the Life Enrichment Coordinator by:

  • collaborating and assisting with the development of recreation, activities and life enriching programs for both individual and group involvement based on resident needs and interests; and
  • assessing residents for development of life enriching programs and service plan in a timely manner.

8. Liaises and consults with regulators and other industry professionals in relation to the needs of residents and department activities.

9. Keeps the Executive Director promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.

10. Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of the position.

11. Ensures that the work environment is safe and healthy. Ensures that own work and the work of all staff is carried out in accordance with applicable environmental, health and safety legislation, policies and procedures and all other legislation, policies and procedures relevant to the work.

12. Performs other related duties consistent with the duties outlined above as assigned.

QUALIFICATIONS

Education:

  • Diploma from a recognized college related to social services, healthcare or gerontology

License/Designation:

  • First Aid and CPR certified

Experience:

  • Preferred Three (3) years’ experience working with dementia, including Alzheimer’s and other aging illnesses in a healthcare setting
  • Two (2) years organizational management experience

Knowledge:

  • Seniors’ care, aging, dementia and diversity
  • Healthcare issues and memory care services
  • Leadership best practices and principles
  • Legislative regulations and policies related to retirement, assisted living and/or memory care programs and services
  • Changes in mobility of seniors and mechanical lifting devices
  • Competencies, Skills & Abilities:
  • Ability to supervise staff, organize and schedule work functions and motivate a team of professional employees
  • Strong oral, verbal, written and interpersonal communication skills
  • Ability to develop and maintain effective working relationships with a wide variety of people
  • Excellent organizational skills and ability to multi-task
  • Ability to resolve contentious or sensitive issues or situations
  • Excellent computer skills with proficiency in Word, Excel, Outlook and electronic care systems
  • Ability to maintain confidentiality of resident information
  • Ability to work in a flexible environment to meet the needs of the residents, including weekend and holiday coverage, as required

Competencies, Skills & Abilities:

  • Ability to develop menu plans creatively
  • Ability to leverage available resources
  • Ability to supervise staff, organize and schedule work functions and motivate a team of professional employees
  • Strong oral, verbal and interpersonal communication skills
  • Ability to prepare and administer departmental budgets
  • Ability to develop and maintain effective working relationships with a wide variety of people
  • Excellent organizational and time management skills
  • Ability to treat residents with respect, dignity and care
  • Ability to resolve contentious or sensitive issues or situations
  • Strong computer skills with proficiency in Word, Excel, Outlook and electronic systems
  • Ability to work in a flexible environment to meet the needs of the residents, including weekend and holiday coverage, as required

Personal Suitability:

  • Demonstrates a strong desire to serve seniors and their families
  • Open, friendly and responsive
  • Able to apply tact, discretion and sound judgment
  • Trustworthy, hands-on leader
  • Shows initiative and commitment to excellence
  • Client service oriented

Desirable Qualifications:

  • Experience with YARDI (electronic care system) preferred
  • Degree from a recognized university

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About this company
We are seeking team members that are just as passionate as we are about senior living and share our values. At BayBridge, we recognize that...