The Resident Experience Manager is responsible for overseeing Resident Services, Life Enrichment, and Front Desk operations to ensure residents receive coordinated, dignified, and person-centered services. This role supervises Life Enrichment staff, Resident Services staff, and Front Desk staff and ensures smooth daily operations that support resident safety, engagement, access to care, and a welcoming environment for residents, families, and visitors.

The Resident Experience Manager acts as a resource navigator, liaison, and advocate for residents while partnering closely with all departments-including Neighborhood Programs-to ensure services are delivered according to each resident's service plan, preferences, and needs. This position fosters a home-like and community-oriented atmosphere throughout the residence.

• Full-time, exempt
• On-site at our assisted living facility (Macdonald Residence)
• Shift: Sunday-Thursday, 9 AM – 5:30 PM (no on-call responsibilities)

Duties and Responsibilities

The individual in this position is expected to engage in the following work-related activities.

General Management, Leadership & Collaboration

• Oversee all aspects of people management, including recruitment, onboarding, training, performance evaluations, coaching, disciplinary action, and staff development to support operational excellence and quality outcomes for the Residential Service, Life Enrichment, and Front Desk teams.
• Maintain an up-to-date and accurate departmental schedules.
• Required to work on-site a minimum of five (5) days per week except during approved PTO.
• Actively participate in the Service Planning Team and update Service Plans in a timely fashion.
• Participate in resident quarterly Care Conferences.
• Assist with family communication, support, and outreach.
• Establish clear job expectations and performance goals for team members, fostering accountability, growth, and continuous improvement.
• Meet with all assigned supervisees at least bi-weekly for one-on-one supervision.
• Plan and facilitate monthly team department meetings.
• Ensure employee timesheets are accurate and approved for each pay period.
• Manage the Resident Services, Life Enrichment, and Front Desk budgets.
• Collaborate with Neighborhood Programs staff on shared events, activities, and initiatives.

Front Desk

• Oversee daily Front Desk operations.
• Ensure adequate Front Desk coverage and appropriate scheduling.
• Ensure Front Desk staff:
  1. Answer and route phone calls professionally and accurately.
  2. Greet residents, visitors, vendors, and partners and ensure all check-in and check-out procedures are followed.
  3. Monitor and operate the front entrance to support resident safety and security.
  4. Schedule resident appointments and communicate appointment details to Resident Services.
  5. Coordinate resident escorts in collaboration with Resident Services staff.
  6. Schedule transportation and rides for resident appointments.
• Ensure clear and accurate communication between Front Desk and Resident Services staff to support continuity of care.
• Identify workflow issues and implement process improvements related to appointment coordination, escorts, and transportation.
• Oversee daily Front Desk operations.
• Ensure adequate Front Desk coverage and appropriate scheduling.

Life Enrichment

• Ensure smooth delivery of Life Enrichment activities and programming.
• Ensure an initial Activity Assessment and Activity Plan is completed within fifteen (15) business days of admission and that quarterly Activity Plans are reviewed monthly and updated as needed.
• Ensure Activity Plans address residents' physical, mental, emotional, and spiritual health and include individualized goals.
• Oversee development of a well-rounded monthly activities calendar reflecting resident interests, cultures, abilities, and routines.
• Ensure activities are offered seven (7) days per week, including day, evening, indoor, outdoor, and one-on-one options.
• Ensure outreach and communication methods reach residents with varying cognitive abilities (e.g., calendars, newsletters, posters, daily boards, verbal reminders).
• Ensure resident engagement and participation data is tracked, including declined activities, and use data and resident feedback for continuous improvement.
• Ensure Resident Council meetings are held monthly, meeting minutes are legible, dated, stored appropriately, and feedback is communicated to relevant parties.

Resident Services

• Meet regularly with residents to assess satisfaction, safety, advocacy needs, support services, and personal goals.
• Collaborate with the Finance Department to ensure residents stay up-to-date on rent payments.
• Support residents through transitions and challenges, including move-ins, move-outs, changes in physical or mental health, and loss of friends, family, or pets.
• Maintain resident progress notes.
• Facilitate, assist, and provide support with Resident Services and activities as needed, including but not limited to Individual admissions/ discharges, individual orientations, and group facilitation.
• Assistance in developing transition plans to support discharge goals and planning when appropriate.
• Serve as a liaison between residents, the facility, and external partners, including case managers, family members, and other community resources.
• Provide support services such as assistance with mail, telehealth appointments, benefits navigation, insurance and billing issues, banking, apartment organization, and access to community services.
• Collaborate closely with the nursing department to ensure Durable Medical Equipment (DME) orders are fulfilled in a timely manner.
• Ensure Resident Services collaborate closely with Front Desk staff to manage resident appointments, escorts, and transportation needs.
• Assist with legal and financial issues, including but not limited to court issues, representative payee services, assistance with paying bills, managing money, and, if needed, providing an application for guardianship.

Employee Expectations

The individual in this position is expected to demonstrate the following knowledge, skills, and abilities.

• Foster a dignified, respectful, and compassionate environment for residents, visitors, and staff.
• Safeguard the privacy and confidentiality of residents, employees, and organizational information.
• Demonstrate reliability, professionalism, and adaptability in all work situations.
• Uphold a strong commitment to equity, diversity, and inclusion.
• Maintain a safe and secure working environment.
• Assist with assigned projects and perform other related duties as required.

Job Qualifications

The following qualifications and skills are required to perform the essential functions of this position.

• Bachelor's degree preferred
• Minimum of three (3) years of managerial and supervisory experience required
• Minimum of three (3) years of experience providing resident services and coordinating life enrichment programming in an assisted living facility
• Current Oregon Driver's License in good standing.
• Experience in social services or assisted living settings preferred
• Knowledge of trauma-informed care preferred
• Strong technical skills, including proficiency with Electronic Health Records, Microsoft Office, Canva, and the ability to learn new systems
• Excellent interpersonal, written, and verbal communication skills
• Strong problem-solving skills in a fast-paced environment
• Ability to build and maintain trusting relationships with residents, families, and interdisciplinary team members

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions listed above.

• Frequent use of hands and fingers for movement, manipulation, grasping, pinching, and coordinated finger motions.
• Ability to hear and respond to verbal communication, alarms, and other auditory cues in the work environment.
• Prolonged periods of sitting throughout the workday are required.
• Occasional need to stand, walk, stoop, kneel, and crouch for various tasks.
• Frequent lifting and moving of objects up to 20 pounds, with occasional lifting up to 25 pounds.
• The employee must be able to climb stairs.
• Requires close vision, depth perception, and the ability to adjust focus to perform job duties effectively.
• Work is performed within a healthcare facility serving individuals with physical and/or mental disabilities, including residents with behavioral health and mobility challenges.
• The noise level is typically moderate.

Benefits/Perks

• 100% employer-paid health insurance for employees, with dependent coverage options available
• Employer-paid life and disability insurance
• 401(k) with a dollar-for-dollar match up to 4% (eligible after 60 days)
• TriMet pass or parking reimbursement
• Generous paid time off: 10 paid holidays plus over 5 weeks of PTO (increased after 5 years)
• Employee Assistance Program (EAP) for mental health, financial, and personal support
• Flexible Spending Account (FSA) for healthcare and dependent care expenses
• Meal provided during on-site shift

Compensation

Salary Range: $67,000 -$70,000 annually