The Resident Services Manager is responsible for managing the activities of The Children's Inn at NIH during overnight hours, in accordance with the procedures outlined in the Resident Services Manager (RSM) manual. The Resident Services Manager works closely with other managers providing support and services to families. The Resident Services Manager is a member of the Resident Services Team. The RSM takes initiative and is responsible for managing other projects related to Resident Services, as assigned to them.
Guest Relations:
Promote a homelike environment of support and understanding for residents of The Inn.
Become familiar with all Inn rules, policies, and services as they relate to the families residing at The Children's Inn and ensure proper enforcement of Inn rules and manage conflicts when necessary.
Act in a proactive manner to identify special family situations and take appropriate actions to promote resolution of conflicts.
Inform the Resident Services Operations Manager (RSOM) when situations cannot be reasonably resolved.
Maintain flexibility and acknowledge stress of communal living.
Ability to cope with and offer comfort to people in acute personal crisis.
Advocate for resident, staff, and program needs.
Meet reasonable needs of Inn residents.
Conduct orientation tours for first visit families.
Operational Responsibilities:
Demonstrate good decision-making ability in order to protect the safety and security of Inn residents.
Appropriately follow the Crisis Action Plan procedure and implement any necessary safety/security measures for staff and residents, if required.
Participate in organizing and implementing emergency drills as needed.
Share holiday coverage with Resident Services Managers and be willing to provide night and weekend coverage on as-needed basis with the ability to cover shifts during inclement weather.
Must have a clean driving record and is required to participate in The Children's Inn driver training program in order to operate TCI vehicles and be responsible for administering the annual Drive-Inn training for staff.
Assist the RSOM with monitoring and evaluating processes regularly.
Prepare and organize the welcome desk and front desk areas on a nightly basis.
Admit families per admission procedures; make and adjust room assignments to ensure effective operation of The Inn and optimal services for families.
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