On Call Manager

Description

Pay: $16.95 per hour

GENERAL DESCRIPTION OF POSITION

Filling in for a Community Manager or Assistant Manager in their absence and working together with the remaining Community Management leaders on site as a collaborative team. The Management team goal for the Community is to ensure that we obtain and hold 100% resident satisfaction, 100% financial occupancy, 100% on budget, with a fully trained and motivated staff.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES & BEHAVIORS

• Ability to work as part of a team with the Managers or Assistant Managers and the Executive Chef to provide a great living environment for our residents and a safe and motivating work atmosphere for our staff.
• Accept supervision by the Community Managers or Assistant Managers on site; or, if directed by the Regional Director to temporarily fill the absent Community Management role in supervision of the day-to-day operations of the entire Community.
• Must be willing to live on-site in an assigned apartment.
• Prior management experience including operational and financial experience in managing employees, customer service, purchasing, payroll and accounts payable/receivable.
• Embodies a patient and creative attitude with the ability to “think outside the box.”
• Demonstrates a commitment to and respect for all individuals.
• Able to communicate effectively in English, both verbally and in writing, with residents and staff.
• Builds on basic learning and carries it from one situation to another.
• Demonstrates critical thinking skills in problem solving and decision making.
• Asks questions and seeks assistance.
• Takes responsibility to eliminate the source of problems.
• Ability to prioritize and organize multiple work duties.
• Demonstrates excellent communication skills, taking into consideration body language, filters, listening, paraphrasing and questions with co-workers and residents of diverse ethnic and cultural backgrounds.
• Demonstrates ability to work efficiently and pleasantly in an extremely busy work environment, to deal with difficult situations in a calm manner and be a team player.
• Ability to work under time constraints and meet department deadlines.
• Meets state or provincial health related requirements (as applicable for position).

SUPERVISORY RESPONSIBILITIES

• None

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide leadership, supervision, training, guidance, and communication while assisting with all aspects of Community management, including special attention to the following areas when the Community Managers or Assistant Managers are off-duty:

• Regular, on-site, attendance and punctuality is required as scheduled.
• Share responsibility with the Community Managers or Assistant Managers to respond to emergencies, evaluate resident needs, and take appropriate action. Seek council from community manager and/or Regional Director before implementing any changes in existing standard operating procedures at the community
• Census—Develop and implement techniques and resources designed to attain and maintain 100% occupancy at all times through special events, direct-inquiry calls, Home Visits, Community tours. Devote time each day to follow up on direct inquiries (DI’s). 
• Budget—Follow the approved operating budget. Communicate with the management team and obtain approval for exceptions from the Regional Director.
• Resident Relations—Assess resident satisfaction through continued personal interactions. Identify areas of concern regarding residents’ well being and suitability to reside in the Community. Assist with or conduct monthly resident meetings. Respond to emergency calls from residents and take appropriate action. Pour coffee and serve tea daily during meal periods to build relationships with the residents.
• Respond in a timely manner to resident complaints regarding any issue to assure residents are receiving services that meet Hawthorn Senior Living standards. Make recommendations for solutions to the Community Managers, Assistant Managers, or Regional Director.
• Human Resources—Develop and maintain staff that provides quality service and ensures resident satisfaction. This includes direct responsibility for hiring; training; supervision; scheduling of hours, breaks, and meal periods; performance management, discipline, and discharge, if necessary, with the assistance of the existing Management team or the Regional Director.
• Culinary Service—Direct, evaluate, and interact with the Community Executive Chef in budgeting; inventory; reporting; preparation and serving of attractive, appetizing, and balanced meals in accordance with Hawthorn Senior Living guidelines as outlined in The Hawthorn Way. Maintenance of clean, sanitary, safe, and attractive kitchen and dining room shall be a priority for all staff. One member of each Community Management team must be Serve Safe certified.
• Maintenance—Ensure that day-to-day building and ground maintenance issues are adequately addressed and resolved, either by maintenance staff, contractors, or Home Office Maintenance Department staff.
• Accounting—Submit reports, invoices, and other financials; record revenue and expenses on a regular basis in accordance with the Hawthorn Senior Living guidelines.
• Safety—Responsible for maintaining the Hawthorn Senior Living Safety Program. Share responsibility with the Community Managers or Assistant Managers, and Community Executive Chef to ensure scheduled monthly Safety Committee meetings are taking place.
• Exercise managerial and supervisory authority in a manner that complies with Hawthorn Senior Living guidelines and applicable laws. Interpret, implement, comply with, and effectively enforce Community practices consistent with such policies and laws, contacting the Regional Director when necessary.
• Concentrate on issues impacting all areas of Community Management and resident satisfaction through weekly meetings with the Management Team and senior staff members.
• Assume responsibility for managing all day-to-day aspects of areas directly supervised by the Community Managers, Assistant Managers and/or Community Executive Chef in their absence to assure the smooth operation of those functions.
• Be responsible for maintaining normal business hours for the Community.
• Perform other Community staff members’ duties, if necessary, for the continuous operation of the Community.
• Perform other duties as assigned by the Community Managers or Assistant Managers, and/or Regional Director.

OTHER DUTIES AND RESPONSIBILITIES

• Performs all work assigned for the agreed-upon hourly wage, accepting no additional payment or non-perishable gifts from residents, vendors, or others.
• Meets the assigned work requirements of the job.
• Adheres to dress/appearance code. Changes in attire may be dictated by special occasion or weather conditions. If you have questions, check with your Regional Director.
• Promotes resident advocacy and demonstrates excellent customer service at all times.
• Serves as a role model for all employees by displaying a responsible, cooperative and positive attitude.
• Represents the Company and the community in a professional, courteous, and friendly manner when in the public.

• Understands safe and proper chemical use and adheres to safety protocols. This includes using personal protective equipment when necessary.

• Attend conferences, training sessions, and managerial meetings as required.
• Maintains personnel, resident and business proprietary and/or confidential matters/material in strict confidence with management of the company (and/or other company staff as needed).
• The schedule for this position is forty (40) hours per week, not including after-hours emergency calls at night. Additional hours worked beyond forty (40) must have prior Regional Director approval.

• Employment offers are contingent upon successful completion of pre‑employment background checks, employment verification, and reference checks, as permitted by law. Hawthorn Senior Living is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.
• At Hawthorn Senior Living, we offer competitive compensation and a robust benefits package designed to support our employees' well‑being. Benefits may include paid time off; medical, dental, vision, and disability coverage; and supplemental life insurance. Eligible employees may also participate in a 401(k) plan with a company‑determined match and have access to an Employee Assistance Program (EAP). Beyond benefits, we are proud of our unique culture and enjoy celebrating our team throughout the year.