Christenson Communities Resident Services Coordinator Full Time in Lacombe, AB

Christenson Communities

Branch Lacombe AB CA

Resident Services Coordinator
Lacombe, AB

Oversee day to day building maintenance, hospitality services. Keep current regarding construction scheduling in order to provide information to residents….

Royal Oak Manor provides Independent & Supportive Living options for seniors in a diverse, active and vibrant community in Lacombe, Alberta.

It takes a special kind of person to work at Royal Oak Manor. We look for people who have a passion for engaging with older adults. People who have a real commitment to treating residents with the respect, honor and dignity they deserve. People with the experience, and expertise, to help residents live the lives they envision for themselves. If making a difference in people’s lives is one of the things that make you tick, then you are the right fit for us.

We are currently recruiting for a full-time Resident Services Coordinator to join our team.

The Resident Service Coordinator provides front line customer service to residents, potential residents, staff, contractors, investors, corporate office and other service providers at Royal Oak Village. This position has a large public relations focus with both residents and visitors, and has strong customer satisfaction accountability to the Royal Oak Village residents.

This position ensures the promotion and provision of the highest quality of service to residents and ensures compliance with established standards. The Resident Service Coordinator is also responsible for coordination of refurbished suites and managing supplier relations and maintenance of the establishment. This position will address and deal with resident complaints and ensure that all staff are maintaining a level of professionalism, tact, diplomacy, and sensitivity to portray the company in a positive manner.

The Resident Service Coordinator runs the site office and reception area, and performs a wide variety of administrative duties, including unit rentals and life lease (re-leases only), collecting arrears and general office tasks.

Areas of Accountability

Reception, Communications & Public Relations

  • Welcome and greet residents and visitors, answer questions and direct people to the appropriate locations
  • Answer telephones, take messages and provide information
  • Provide information about services and amenities available in the building, the neighborhood, and community
  • Possess a thorough knowledge of all Christenson Communities campuses (i.e., locations, types, building information, etc.)
  • Inform public, residents, their families, prospective residents, and employees of the Urban Village and Aging in Place Campus concepts, community locations, services available, policies and procedures, and strategic corporate alliances and government programs (e.g. Alberta Health Services).
  • Assist with sales, as required
  • Tour prospective residents, as necessary, and provide applicable support and information
  • Conduct pre-admission meetings and ensure all applicable admission paperwork is complete
  • Coordinate pre-admissions with CCL Team Lead and Community Care
  • Ensure residents receive clear, regular and effective communications
  • Welcome packages
  • Family Liaison
  • Daily living assistance & inform residents
  • Ensure lifeline connected and tested prior to admission

Customer Service & Relationship Management

  • Handle emergencies
  • Respond to emergency calls from residents, as required:
  • Property related emergencies
  • Health related emergencies – phone 911 * Provide support to family, as required
  • Complete detailed Incident Report and forward to head office
  • Respond to alarms, call and update external security company when alarm panel goes off, meet with Fire Department regarding alarm status, silence alarm and reset panel
  • Stay with resident until ambulance arrives, assist emergency medical technicians, as required
  • Keep current regarding construction scheduling in order to provide information to residents

Move Coordination

  • Complete move in/out inspection reports
  • Answer all questions regarding moves
  • Assess cleanliness and/or damage of suite upon receipt of move out notice and advise head office
  • Post notices on all levels regarding day & time of moves
  • Reserve elevator & install elevator pads
  • POS: invoice management
  • Coordinate and book Housekeeping
  • Coordinate work for refurbishment of suite
  • Coordinate maintenance repairs; sign off on completed suite
  • Release keys, when necessary
  • Move Outs
  • Provide resident with move out suite cleaning list
  • Arrange for cleaner and carpet cleaning, if requested * Move Ins
  • Visit new resident with information package and answer any questions/concerns
  • Review Emergency Evacuation Procedures
  • Ensure new resident completes Emergency Access Form & Emergency Medical Information sheet

General Administration & Reporting

  • Resident Billing
  • Follow-up and collect arrears from residents on a monthly basis
  • Use word processing, spreadsheet, database &/or presentation software to prepare invoices, reports, memos, letters, financial statements and other documents. Send & receive faxes, emails, couriers, etc.
  • Maintain & update:
  • Comprehensive resident files (per unit), including maintenance history
  • Parking stall record, communicate to concierge
  • Resident names in front entrances, communicate to concierge
  • Coordinate resident appointments as assigned
  • Research information on the Internet, prepare Intranet documents and assist in the maintenance of company websites
  • Perform other clerical duties such as compiling and recording data, maintaining files and inventories, operating office equipment, sorting, opening & distributing mail
  • Operate office equipment such as fax machines, photocopiers, voice mail messaging systems and computer scanning equipment
  • Customer Statements – accept payments, review statements with residents (when needed), make corrections/adjustments when necessary, forward to head office
  • Recordkeeping & File Maintenance
  • Develop & maintain a records management system, including classifying and coding electronic and hardcopy files
  • Create, organize, and update all files, tally records, etc.
  • Booking, tracking & reporting (site-related)
  • Guest Suite rentals, games room, boardroom & pub reservations, etc.
  • Daily meal tally (forward monthly to head office for billing)
  • Meal package purchases, forward monthly to head office with payment
  • Meal service &/or operating cost P.A.P.’s applications
  • Time sheets
  • Assists the LPN Team Leader/WM in maintaining charts, and conducting audits as assigned Accountable
  • for chart audit results
  • Monitor Marquis compliance with service agreement in collaboration with CA/WM and RDO
  • Oversee WHIMIS program; accountable to ensure program is up to date and audited monthly
  • Ensure completion and entry of all staff on boarding requirements
  • Coordinates day to day staffing and Time and Attendance recording Accountable for accurate time recording.
  • Completes recruitment forms and participates in interviews as assigned by the CA/WM/ RDO
  • Ensures confidentiality in handling employee information
  • Ensures all discipline, coaching, and education are documented and uploaded into Avante Accountable for tracking attendance and participation in Absenteeism Management Program
  • Take meeting minutes and circulate minutes
  • Complete HR paperwork as assigned
  • Acts as an Executive Assistant to the CA and RDO and compile reports, create templates, write letters, take minutes, organizes meetings, and other tasks as assigned

General Property Maintenance

  • Materials Management receiving
  • Oversee day to day building maintenance, hospitality services

Job Specifications

Must Have:

Demonstrated knowledge of office administration

Including minimum 5 years experience in:

  • Resident management

Minimum 3 years progressive experience in a supervisory/management capacity

Including practical application/experience with the following:

  • Public relations / relationship management
  • Supervising the work of others

Proficiency in the following:

  • Computer skills, including Microsoft Office suite, e-mail, and internet

Personal Characteristics:

  • Outstanding customer service focus
  • Pleasant, friendly, approachable and patient
  • Genuine interest in people and in helping others
  • Trustworthiness and integrity
  • Able to communicate well with a wide variety of people, including good listening skills
  • Organizational skills (ability to multi-task & prioritize)
  • Positive attitude
  • Tact and diplomacy

Considered Assets:

Experience in:

  • Hospitality Industry (hotel)
  • Geriatric experience
  • Property management
  • Life lease rentals
  • Consultative sales

Educational Requirements

The following training and/or credentials are required:

  • Post-secondary education in business management/administration and/or professional training in property management

Considered Assets:

Education in:

  • Accredited resident management course
  • Applicable BOMA / REIC courses

*Equivalencies will be considered*

Other Bona-Fide Occupational Requirements

  • Must be available to work evenings and weekends, as required
  • Be available from Monday to Friday, excluding Statutory Holidays; be available on-site for evening and weekend emergency calls * Must be bondable by corporate insurer
  • A current and clear Criminal Records check is required for all new site-based employees
  • A credit check is required for all new site management employees
  • A clear drivers’ abstract is required for all new site management employees

*Christenson Communities offers a comprehensive compensation package*

Job Type: Full-time

Required education:

  • Bachelor’s

Required experience:

  • Resident Management: 5 years
  • Progressive supervisory capacity: 3 years

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Lacombe, AB, CA
Posted on: 2017-02-10
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