Community Relations Director

Job Summary:

• The main objective of the Community Relations Director (CRD) is to ensure that the community meets and/or exceeds the yearly budgeted census on a monthly basis. * Tools and training are provided by the V.P. of Sales and Marketing for Greenlake Senior Living.

o One on one training

o Sales and Marketing Policies and Procedures Manual o Weekly marketing meetings o Yearly CRD Meeting.

• On-going training and mentorship is provided by the community’s Executive Director. * The goals and objectives of the Community CRD are met through the assistance of:

o The Executive Director o The management team o Associates

o Resident’s Family and Friends o Community Relationships o Media Placement o Internet

o Community Newsletter

• It is the CRD’s responsibility to train all management team the aspects of the marketing functions in order to assist where deemed necessary.

• All administrative paperwork must be completed prior to move-in. Partial commission may be subject to forfeiture if not completed.

• Effective verbal and written communication to management team and front desk concierge on all prospects coming in for tour, lunch, assessment, etc.

Job Duties:

Professionalism

• To represent Greenlake Senior Living in a positive and professional manner at all times.

• To dress in business attire at all times.

Inquiries

• Greenlake Senior Living utilizes Discovery Worksheets for all incoming prospect calls, walk-ins, scheduled tours, etc.

• It is the objective through the use of the Discovery Worksheet to obtain all the necessary information that will enable the CRD to better understand the prospect’s needs and concerns.

• Discovery Worksheets must be used at all times by CRD.

• It is the responsibility of the CRD to give his/her team members all the necessary information to be able to handle a complete tour, be able to answer most common questions asked, and ask for the reservation.

• All inquiries obtained either by the back-up team members or the front desk must be given directly to the CRD for continuous follow-up.

• All inquiries requesting brochure or additional information must be sent out within 24 hours of notification.

Respite Stays

• A minimum of 14 days and maximum of 30 days. Anything over 30-days must require permanent move- in status and revised paperwork and lease.

• If community is licensed, all paperwork must be completed as if they were a permanent move-in.

• Fees. See community handbook.

• Respite Agreement. See attachment under Sales and Marketing Policies and Procedures.

Resident Services Agreement/Addendum

• See attachment under Sales and Marketing Policies and Procedures.

• Resident agreement is not to be handwritten. Do not make copies or keep ample on hand. Must be original from database for each move-in.

Reservation

• See attached Refundable Reservation Fee Form under Sales and Marketing Policies and Procedures.

• Reservation fee must always be given in order to hold an apartment of choice.

• Resident Financial Responsibility Form is to be filled out and given to the Business Office Manager for follow-through. A copy is also given to the Executive Director.

• Maximum length of time allowed reserving an apartment depending on census – 30 days.

Move-In Paperwork

• See attached Sections I through IV as identified in the Sales and Marketing Policies and Procedures.

• All paperwork must be completed and approved by the Executive Director prior to move-in.

• Paperwork must be filed in the appropriate order in a four (4) prong folder with divisions (as identified in the Policies and Procedures Manual).

• Paperwork must be completed in its entirety or may cause a delay in move-in.

Commission Request Form

• See attached Commission Request Form as identified in the Sales and Marketing Policies and Procedures.

Marketing Material

• Quantities of brochures, tri-folds, and any marketing collateral are to be kept and ordered by the CRD.

• No marketing material is to be kept in the lobby area or at the front desk.

• All information requested either by walk-in, tour, etc. will be personally given to the prospect by the CRD or the back-up team.

• Prior to ordering marketing material, request must be submitted and approved by the Executive Director and the V.P. of Sales and Marketing.

• Flyer and Advertising requests must be approved by the Executive Director before sending the V.P.

of Sales and Marketing.

Competitive Survey

• The community’s competitive survey is due on a quarterly basis. See attachment as identified in Section 2 of the Sales and Marketing Policies and Procedures.

o If community is at a challenge with census, survey will be due on a monthly basis.

• It is mandatory to understand and build rapport within the senior housing industry, including direct competition.

Media Request(s) and Placement

• Must be approved by the Executive Director then directed to the V.P. of Sales and Marketing for proper design and placement. It is important to continue the branding set by Greenlake Senior Living in all facets of the marketing mediums.

Welcome Move-In Packet and Gift

• A welcome packet and a small gift must be waiting in the resident’s room upon their arrival.

Mystery Shops

• From time to time, the marketing department will be mystery shopped and scored.

• Tools used. G5, Internet, Audio and/or Third Party.

• Format, Training, and Feedback will be given.

• Tool is to be used for personal career growth and creating first level of class with customer service.

Marketing Reports

• Due weekly on Tuesday & Thursday.

• Information reported is for prior week; Sunday through Sunday.

• Greenlake MIMO report to be submitted to ED & Regional Sales Director weekly on Tuesday & Thursday by 2pm PST.

• Marketing Reports and Media Placement Form to be completed prior to scheduled marketing meeting with V.P. of Sales and Marketing.

Lead Database

• Database must be updated on a daily basis.

• Information may be obtained at any time by Greenlake Living Management.

Team Player

• As a team member of Greenlake Senior Living, you may at times be asked to do or participate in a different department other than marketing.

Accountabilities:

• Act on constructive feedback by listening to supervisor(s), customers and peers and use it to improve performace.

• Maintain resident, employee, and community confidentiality; abide HIPAA laws.

• Respect Resident's Rights.

• Demonstrate positive attitude and ability to work well with all people, particularly the elderly.

• Promote positive work environment that emphasizes teamwork.

• Demonstrate willingness to help other staff whenever needed.

• Observe standard precaution procedures and all safe workplace measures.

• Report any suspected or observed abuse, neglect or misappropriation of property or funds of a resident to the appropriate licensing agencies.

• Operate department within budget.

Job Specifications:

The physical demands described must be met by every associate. Reasonable accommodations may be considered to enable individuals with disabilities to perform essential job functions.

Working Conditions:

• Must be willing and able to work required and scheduled shifts, including evenings, weekends, overtime and holidays.

• The noise level in the work environment is usually moderate to noisy.

Job Type: Full-time

Pay: $65,291.00 - $70,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evenings as needed
• Evening shift
• Morning shift
• Weekends as needed

Supplemental Pay:

• Bonus opportunities

Ability to Commute:

• Kennewick, WA 99336 (Required)

Ability to Relocate:

• Kennewick, WA 99336: Relocate before starting work (Required)

Work Location: In person

Salary : $65,291 - $70,000