Resident Services Director

Resident Services Director Location: Stockton, CA, 95209 Shift: Typical schedule: Monday – Friday am - 4:30pm or the agreed-upon schedule during typical administrative office business hours and/or as needed for special events. This role requires serving as MOD (Manager on Duty) and working one weekend per month. Any schedule is subject to change based on business needs.

Position Summary

The Resident Services Director is responsible for the delivery of social services and life engagement services in Independent Living at O’Connor Woods. The position manages all campus volunteer programs and Support Groups, Chapel Services, and IT department. This position works closely with the Health Clinic Resident Care Manager in addressing the psychosocial and clinical needs of IL residents and active participation in the Care Coordination meetings (CCM) to manage resident transition process throughout the continuum.

This position also coordinates/manages on-campus presence of private caregivers in Independent Living (IL). This position requires full understanding and active participation in fulfilling the Mission of the Organization. It is expected that the employee will demonstrate consistent behavior with the Core Values. The employee shall support the Organization’s strategic plan and the goals.

The Resident Services Director reports to the Chief Operating Officer.

Essential Functions

Coordinates Independent Living (IL) resident services including resident transfers, orientation for new residents, resident evaluations, personal and social needs, and required documentation. Implements and monitors resident services policies and programs, including the Resident Handbook, Pet Policy, Resident Rights and other applicable policies and procedures.

Develops resident services and programs and goals, establishes measurable outcomes, tracks progress, reports results to internal and external stakeholders and uses data to drive continuous improvement. Serves as liaison between residents, families, administration, and other departments, addressing resident concerns and coordinating appropriate resolutions and follow-up.

Identifies resident care and support needs and assists residents and families in accessing appropriate internal services and external community resources. Participates in and facilitates Care Conference meeting (CCM) process, including resident transfers, and ensures residents understand their rights, available services and care options.

Collaborates closely with internal teams to anticipate and respond to resident evolving needs, ensuring smooth transitions, effective communication and continuity of services. Develops and maintains relationships with community organizations, agencies and service providers to establish effective referral resources that support residents in achieving their goals.

Coordinates and monitors contracted resident services and vendors, serving as a liaison between residents and vendors to ensure quality, responsiveness and resident satisfaction. Facilitates specialized resident groups, programs and activities that address residents’ needs and interests and promotes opportunities for residents to engage with the broader community.

Provides leadership and supervision of the department, including hiring, onboarding, training, coaching, counseling, delegation, performance management, employee evaluations and employment-related discussions. Ensures departmental operations are conducted with quality, equity, consistency and accountability in accordance with OCW policies, procedures, core values and mission.

Develops and manages the departmental budget, maintaining fiscal accountability and ensures expenditure is consistent with approved budgets and organizational policies. Participates in and facilitates in-service training, educational programs, management meetings and other organizational initiatives as required. Demonstrates professionalism, sound judgment, initiative, adaptability, cooperation, fairness, problem-solving and effective communication, while maintaining positive and constructive relationships with residents, families, staff, managers and community partners; participates in the Manager-on-Duty (MOD) rotation.

Maintains regular and reliable attendance, follows the prescribed dress code and professional standards and performs other duties and assignments as directed by CEO or COO. Safety, Corporate Compliance and Ethics Code of Conduct The employee will comply with and support the O’Connor Woods Safety program. The employee will comply with and support the Corporate Compliance and Ethics Program Code of Conduct.

Minimum Qualifications

Bachelor’s Degree in Social Work or related field of study preferred. Minimum of five (5) years combined training and experience in a Senior Living services community, minimum two (2) years supervisory experience required. Familiarity with medical terminology and health care needs of the elderly. Understanding of multiple levels of care and the ability to assess residents appropriately for the correct placement.

Knowledge of state and federal regulations as well as social service programs that might be available to the residents. RCFE certification preferred.