Resident Services Coordinator

Job DetailsJob Location: Kalispell, MT 59901Position Type: Full TimePosition Purpose The Resident Services Coordinator is responsible for overseeing the daily operations of Resident Engagement, Reception and Transportation while ensuring an exceptional experience for residents, families and guests. This position serves as the operational lead for multiple resident service functions by coordinating staff, maintaining department standards, supporting special events and ensuring seamless communication across departments. The Resident Services Coordinator partners closely with the Director of Resident Services to elevate programming, hospitality and customer service while promoting efficiency, accountability and operational excellence throughout the department.   Expectations Expectations of Excellence Understand and support the core values, mission, philosophy, and guiding principles of Immanuel Living. Provide consistent quality and valued service, while complying with Corporate and Department policies and procedures and State and Federal regulations. Respect the privacy, confidentiality, and possessions of residents, staff, and Immanuel Living. Contribute to an atmosphere of positivity, teamwork, and mutual support, while leading by example. Look for the good in others and assume positive intentions. Be caring, compassionate, and hospitable, while acting with integrity and honesty. Ensure that a safe living and working environment exists. Attend work regularly and follow established work schedule. Manage use of work time wisely.   Education and Experience Minimum of three years of progressive experience in senior living, healthcare, hospitality, customer service, or operations management. Previous supervisory or leadership experience required, with demonstrated success leading teams, coaching employees, and managing daily operations. Experience overseeing multiple service areas, coordinating cross-functional teams, or managing department operations preferred. Experience with scheduling, staff development, customer service, budgeting, and operational planning strongly preferred. Proficiency in Microsoft Office and the ability to learn electronic health records, scheduling software, and other operational systems. Professional Licenses or Certifications Required by Law   Current CPR and First Aid certifications or willingness to become certified.   Essential Physical and Mental Requirements The incumbent must be able to perform multiple tasks simultaneously and work under time and/or deadline pressures. Required vision abilities include close up and distance, peripheral vision, depth perception, and ability to adjust focus. Frequent standing, walking, reaching, and lifting of supplies or equipment. Flexibility to work evenings, weekends, and holidays as needed for programs and events.   Rare < 5% of shift  Occasional 6-33% of shift  Frequent 34-66% of shift  Continuous >67% of shift   Physical Demand Examples of Job Duty Frequency Squatting or kneeling down to low surfaces or sitting on floor Putting foot pedals on wheelchairs Talking to residents at eye level Occasional Lifting 11-20 lbs.     Lifting décor bins, small equipment, light boxes of supplies   Occasionally Lifting 21-40 lbs. Resident transfers on bus   Lifting and moving folding tables, heavier supply boxes   Frequently Lifting > 40 lbs. Moving resident in chair during outing. Moving large event equipment, stage pieces, or stacked chairs (up to 7 high) Frequently Reaching above Shoulder Retrieving items from high shelves; hanging décor Occasionally Reaching Chest to shoulder  height     Setting up decorations, arranging supplies, placing items on counters/shelves   Occasionally Reaching waist to shoulder Working on computer Getting supplies out of cabinets / off counter tops   Chair setup and teardown, moving carts, organizing materials   Frequently Reaching below waist level Picking up items from the floor; lifting chair legs during stacking; plugging in equipment Occasionally Carrying 0-12 pounds     Event materials, light décor items, binders, paperwork   Occasionally Carrying 12-30 lbs.     Carrying folded chairs, decorations, or small tables   Frequently Push/Pull 0-20 pounds Push carts, residents in wheelchairs Occasionally Push 20-40 pounds Push bariatric residents in wheelchair Pushing residents during outings     Moving stacked chairs (up to 7 high) on chair dollies, transporting heavy tables   Frequently Gripping up to 40 pounds Taking resident down ramps in w/c during outings Occasionally Sitting Computer data entry Occasionally Standing     Room setup, decorating, facilitating programs   Frequently Walking To resident rooms   Moving supplies between rooms; campus event setup   Frequently         Job Responsibilities SPECIFIC DUTIES Resident Engagement Assist in planning, coordinating, and executing a comprehensive calendar of resident programs, outings, entertainment, educational opportunities, and special events. Provide direct resident engagement programming on assigned days by facilitating activities, outings, entertainment, and special events. Ensure all activities are engaging, age-appropriate, and consistent with Immanuel Living's standards of excellence. Collaborate with the Fitness Coordinator to develop a well-rounded calendar of wellness, educational, and recreational opportunities that promote residents' physical, social, emotional, and cognitive well-being. Coordinate scheduling and communication to ensure fitness programming complements the overall resident engagement calendar and minimizes scheduling conflicts. Support campus-wide wellness initiatives, health fairs, and special events in partnership with the Fitness Coordinator. Coordinate room setup, decorations, supplies, technology, and cleanup for departmental programs. Assist with resident outings including scheduling, logistics, transportation coordination, and staff assignments. Maintain resident calendars, digital signage, Community App updates, event flyers, and promotional materials. Build relationships with residents to better understand their interests and encourage participation. Coordinate entertainers, vendors, instructors, and community partners. Monitor activity budgets, contracts, supplies, and purchasing. Assist the Director of Resident Services with departmental initiatives and special projects. Reception Operations Provide direct supervision and daily oversight of the Reception team. Ensure exceptional customer service is consistently provided to residents, visitors, families, and staff. Work scheduled reception shifts as needed to maintain department coverage and remain knowledgeable of daily operations. Assist with front desk responsibilities including answering phones, greeting visitors, processing packages, resident requests, and administrative support during staffing shortages or peak operational needs. Coordinate reception schedules and staffing coverage. Train new reception staff on policies, procedures, customer service expectations, and campus operations. Monitor front desk procedures, phone etiquette, package handling, visitor management, and resident communication. Address concerns or service issues promptly while maintaining a welcoming environment. Transportation Operations Provide oversight of the Transportation department and scheduling processes. Coordinate driver schedules and ensure transportation requests are completed efficiently. Provide transportation coverage when operational needs require or staffing shortages occur. Assist with transportation logistics for outings, appointments, and special events. Ensure transportation documentation, vehicle inspections, and departmental procedures are followed. Monitor scheduling accuracy, communication, and customer service within the transportation program. Work collaboratively with drivers to maintain safe, reliable transportation services. Staff Leadership Provide daily leadership, coaching, and support to Resident Engagement Assistants, Reception staff, and Transportation staff. Assist with onboarding and training of new employees. Monitor departmental workflows and recommend process improvements. Promote teamwork, accountability, professionalism, and hospitality throughout the department. Help maintain consistent departmental standards and expectations. Serve as acting department lead during the Director of Resident Services' absence. Communication & Collaboration Maintain strong communication with residents, families, leadership, and interdisciplinary departments. Collaborate with Dining, Marketing, Facilities, Nursing, Therapy, Social Services, and Administration to coordinate events and resident services. Communicate operational updates, scheduling changes, and departmental needs effectively. Participate in department meetings, leadership meetings, and required trainings. Administrative Responsibilities Assist with departmental scheduling and staffing coordination. Maintain department records, reports, calendars, budgets, and required documentation. Monitor inventory and order departmental supplies. Support the Director of Resident Services with strategic planning, quality improvement initiatives, and department development. Perform additional duties as assigned. Decision Making This position may make independent decisions when circumstances warrant such action. Errors or poor judgment may affect resident experience, staff schedules, and community reputation. Documentation Complete required documentation as needed. Communication Effectively work and communicate with a wide range of individuals from all socio-economic groups, including geriatric guests/residents and those with special needs. Communicate with supervisor on a routine basis. Participate in training and/or meetings that help facilitate the departmental communication process. Skilled and comfortable speaking in front of groups, facilitating events, and serving in a public-facing role. Communicate verbally and in writing with residents, families, staff, and supervisors. Personal Interaction This position may interact with: Guests/residents, family members, and/or designees General public Immanuel administrators, directors, managers, supervisors, staff Medical service providers, including physicians and pharmacists Other service providers or representatives Federal, State, Local government representatives Members of the media   Continuing Education Attend workshops and training sessions related to resident services, senior living, etc., assigned by supervisor, and participate in department meetings and monthly in-services.   Skills and Abilities   Language Read, write, and speak basic English Read and comprehend basic instructions and present information to others Read, interpret, and write routine reports and correspondence Mathematical Basic counting skills Add, subtract, multiply, and divide simple numbers Reasoning Apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form Deal with problems involving several concrete variables in standardized situations Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Interpret a variety of instructions furnished in written, oral, diagram, or schedule form Define problems, collect data, establish facts, and draw valid conclusions Computer Basic to intermediate computer skills   Equipment and Materials Office Equipment Operate multi-line telephone to place, receive, transfer calls, and to retrieve voice mail messages Operate fax machine to send or receive documents Operate copier to copy and collate documents Computer Software and Operating Systems Operate personal computer with Windows operating system to utilize programs to input, format, edit, save, print, and transmit data Proficiency in Canva with the ability to create professional flyers, calendars, digital signage, presentations, social media graphics, and other marketing and communication materials. Utilize spreadsheets (Excel) and word processing programs (Word) to input, format, edit, save, print, and transmit data Utilize Internet and e-mail to access, retrieve, save, print, or transmit documents or data files Utilize proprietary, custom, or online programs or databases to input, format, edit, save, print, and transmit data Specialized Equipment Operate lifts on buses and van     Environmental Conditions This position works in a temperature-controlled facility and may travel to and from buildings in all weather conditions. This position may be exposed to: Biological fluids, including but not limited to vomit, urine, feces Blood-borne pathogens Occupational disease Risk of cuts, burns, shock, or other minor injuries not requiring hospitalization Unpleasant substances, odors, noises               Disclaimer: This job description is not intended to be all-inclusive.  An employee will also perform other reasonably related job responsibilities as assigned by management.  Immanuel Living reserves the right to revise or change job duties as the need arises.  Also, management reserves the right to change job descriptions, job duties or working schedules based on their duty to find reasonable accommodations, where possible, for individuals with disabilities. This job description does not constitute a written contract of employment. Qualifications