Resident Liaison (FT 40hrs/wk)

Description

At Longview, legacy meets innovation and staff work together to create a team environment while assisting older adults in our community. As a vital nonprofit organization serving older adults in the Ithaca community, Longview has been enriching lives for over 50 years. Our commitment to engaged living through adult day facilities and independent, assisted, and enhanced assisted living uniquely positions us to offer an unparalleled solution to the evolving needs of our community. We foster belonging and connections while addressing practical and emotional needs through a comprehensive continuum of care. Longview is committed to living well together and the well-being of mind, body, and spirit, including the values of kindness, dependability, integrity, inclusion, and accountability.

Job Summary:   

The Resident Liaison serves as a primary point of contact for Longview’s Independent Living residents, fostering communication, responsiveness, and connection within the community. The Resident Liaison provides resource and referral information, supports resident transitions, and coordinates communication related to resident inquiries or concerns in accordance with Longview’s risk management practices. This role also supports the Marketing & Sales team with outreach, admissions coordination, move-ins, and marketing initiatives to ensure a welcoming and well-organized experience for prospective and current residents.

Successful candidates will be personable, organized, and responsive, with a strong commitment to customer service and teamwork. They will be comfortable interacting with older adults, managing multiple priorities, and communicating clearly with residents, families, and colleagues. They are adaptable, detail-oriented, and able to follow established procedures while supporting a welcoming and well-coordinated community environment.

Schedule: Monday-Friday 8:30a-5:00p (40 hrs/wk). Occasional evenings or weekends possible, dependent upon programming and appointments necessary to close sales.

Benefits:

ALL employees eligible to participate in EAP (Employee Assistance Program), Tax-Deferred Annuity Retirement Plan, and SEP IRA Pension plan (after 3 years of employment).

Employees regularly scheduled to work 20+ hrs/wk are eligible for Leave Sharing and employer-paid Group Life and AD&D.

FT & PT employees regularly scheduled to work 30+ hrs/wk are eligible for paid time off accruals (Sick, Personal, and Vacation), Paid holidays (after 3 months of employment), Tuition Assistance, Ithaca College Courses for Credit, Medical insurance, Health Savings Account, Dental insurance, and Vision Insurance.

Requirements

Typical job duties and responsibilities include but are not limited to the following:

• Act as a primary liaison to Independent Living residents in apartments and patio homes, ensuring inquiries, referrals, and concerns are addressed in a timely and appropriate manner;
• Provide community resource and referral information to residents and resident representatives;
• Communicate concerns related to resident safety or behavior to appropriate staff in accordance with risk management protocols;
• Attend resident council, staff, and risk management meetings as assigned;
• Coordinate move-ins for new Independent Living residents, including pre-move-in and post-move-in meetings, welcome packet review, and completion of required documentation;
• Maintain guest apartment reservations and oversees apartment readiness in coordination with internal departments;
• Prepare, replenish, and ensure availability of admission packets for Independent Living and Assisted Living;
• Ensure brochure racks and marketing materials throughout the community are current and appropriate;
• Provide tours of the community as assigned;
• Document prospect and resident interactions in SHERPA CRM;
• Participate in meetings related to Marketing & Sales activities;
• Other duties as assigned that support the mission of Longview and the Marketing & Sales department.

Standards:

• Support the Mission, Values and Vision of Longview and the facility;
• Support, cooperate with, and implement specific procedures and programs pertaining to:
• Safety: including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs;
• Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal and discriminatory behavior.
• Support and participate in common teamwork:
• Cooperate and work together with all co-workers; plan and complete job duties with minimal supervisory direction, including appropriate judgment;
• Use tactful, appropriate communications in sensitive and emotional situations;
• Uphold resident rights as stipulated in New York State Department of Health regulations (i.e. protect and respect dignity and confidentiality of residents);
• Follow up as appropriate with supervisor, co-workers or residents regarding reported complaints, problems, and concerns;
• Promote positive public relations with residents, family members and guests;
• Complete requirements for in-service training, acceptable attendance, uniform, and dress codes including personal hygiene, and other work duties as assigned.

Qualifications:

• Must be at least 18 years of age;
• High School Diploma or Equivalent required;
• Customer service experience required;
• Experience working with older adults and/or human services preferred;
• Organizational and time-management skills;
• Comfort with technology, CRM systems, and social media platforms with proficiency in Microsoft Office (Word, Excel, and PowerPoint);
• Strong verbal and written communication, interpersonal, and organizational skills;
• Must be able to communicate clearly, concisely, and with empathy to build rapport and achieve high quality of service;
• Comfort with continuous exposure to clients and/or family members who may be under stress;
• Ability to establish priorities and work independently or in a group;
• Must be able to remain stationary and use a computer for long periods of time, mobilize indoor and outdoor areas (give tours, visit residents, etc.), and push/pull/lift/carry up to 25 pounds;
• Satisfactory completion of post-offer, pre-employment physical required.