Family Liaison

POSITION: Family Liaison

TITLE OF IMMEDIATE SUPERVISOR: Executive Director

DEPARTMENT: Marketing

STATUS: Exempt/Salary

SUMMARY

The Family Liaison is responsible for performing activities necessary to achieve or exceed Orchard's budgeted occupancy and overall performance goals. The Family Liaison oversees the internal and external marketing efforts of the community. They are responsible for maintaining a positive image of the community with referral sources, residents, staff personnel and the public.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Must be 21 years of age or older
• 4 year degree is preferred
• Minimum of 5 years of experience in public relations and/or marketing to include community outreach presentations to various sized groups, organizations and individuals with proven ability to impact sales
• Senior living or related industry experience desired
• Must successfully clear a background check, TB skin test or x-ray, and health screening
• Current CPR certification
• Must have a valid driver's license
• Current certificate of training for successful completion of the five (5) hour initial fire safety training provided by the Rules and Regulations of the Georgia Safety Fire Commissioner

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Assures building readiness at all times for guests, families, visitors and healthcare partners
• Ensures quality assurance by walking building daily and in preparation for scheduled tours and visitors
• Maintains model room[s] according to Orchard standards and protocols
• Trains and oversees front desk first impressions standards including telephone etiquette and inquiry handling [telephone and walk in]
• Ensures quality assurance through organizing mystery shops of front desk staff
• Develops annual strategic marketing plan to include event planning, professional referral development, lead generation and trend analyses
• Provides quarterly market planning updates
• Provides semi-annual competitive market analysis
• Includes department head team in market planning process
• Responds personally to all inquiries within 24 hours; or ensure another department head is on call to do so
• Proficiency at Orchard inquiry handling process
• Has all managers trained in this process to provide back up to this role and develop "Sales Tree"
• Trains all new employees on customer service/inquiry handling expectations, marketing overview and general expectations (i.e. tour expectations, 30-second commercial, etc.)
• Creates an effective Marketing Toolbox that can be used in closing deals
• Meets or exceeds all determined sales metrics determined by Executive Director and reviewed with SCC monthly as outlined on strategic marketing plan

o Call outs per week

o Face to face visits

o Inquiry to tour ratios

o Tour to move in ratios

• Effectively identify needs, barriers and next steps and use creative follow up to move leads through sales cycle
• Proficient in all company financial tools

o VA Benefits

o Elderlife

o Affordability worksheet

o Cost comparison

o Tax deductibility benefits

• Familiar with and promotes all special programs

o Memory Care programming

o Teepa Snow's Positive Approach to Care

o Respite

o Companion Living

o Transitional Living Care

• Proficient with Excel/Word and PowerPoint programs and the current online CRM used by Orchard

o Uses CRM system to generate reports to track results

o Updates CRM on daily basis documenting activity within department

• Host one quarterly event for leads in the community
• Conducts weekly external outreach calls to targeted professional referrals
• Enters contact and activity weekly into CRM
• Follows up on all outreach calls within 1 week
• Hosts one quarterly event in the community for these professional referrals
• Promotes the community as meeting space for 3-5 local clubs and organizations
• Serves as educational spokesperson as a senior living expert
• Conducts visits with all residents who might be in hospitals or rehab
• Follows all move in standards/ protocols policy
• Hosts a new resident housewarming within 30 days of move in
• Helps serve as community spokesperson for local media along with Executive Director
• Develops positive relationships with local media to promote coverage of meaningful community moments

COMPETENCIES:

• Works with integrity; Upholds organizational values
• A self-starter
• Handles multiple priorities effectively
• Must be able to work independently and have strong written and verbal communication skills
• Proficiency in computer skills, Microsoft Office & the ability to learn new applications
• Makes individual contributions to the success of the business and be a key member of an experienced team

ORCHARD EXPECTATIONS:

• Adheres to all Orchard policies and procedures
• Maintains absolute confidentiality of all information pertaining to residents, families, and staff and adhere to all HIPAA rules
• Displays a positive and professional image and attitude in all relationships with residents, families, peers and in the community- Outlined in detail in the employee handbook
• Maintains positive communication and team collaboration
• Serves as an ambassador for Orchard at all times
• Demonstrates ongoing responsibility for self-education
• Maintains resident and personal safety regarding occupational health and safety
• Attends regularly scheduled department meetings
• Participates in all continuing education and training
• Participates in safety program, as requested
• Cooperates to investigate employee injuries
• Promotes and support safety awareness and implement safety operations
• Encourages staff to make suggestions on safety practices
• Participates in regularly scheduled meetings with, Executive Director, department directors and associates
• Participates in orientation of new employees
• Participates in volunteer orientations, training and education as requested
• Responsible for maintaining all continuing education and training requirements for position
• Attends and participates in onsite training and continuing education as required
• Maintains appropriate communication with the Executive Director
• Remains updated and communicates state regulation changes to all associates
• Ensures compliance with all state and federal regulations (i.e. OSHA)
• Participates in the risk management programs
• Demonstrates the ability to be innovative and creative and have patience, high energy and resourcefulness in problem solving
• Assists as requested by the Executive Director in a dining room during resident meal times to ensure residents have a positive experience
• Must always be accessible either by phone or email- Voice messages and emails are responded to within 24 hours
• Participates in the Manager on Duty (MOD) rotation as requested by Executive Director
• Ability to work evenings, weekends and flexible hours when necessary to meet the needs of our residents
• Follows Professional Dress Code policies as outlined in the employee handbook for community and department specific standards
• Only when necessary, uses cell phone solely for conducting Orchard business in common areas of the community; otherwise follows Orchard Phone Policy.
• Perform other related duties as assigned

ORCHARD STANDARDS

All employees are expected to uphold the Orchard F-A-M-I-L-Y mission and vision.

Love, Joy, Peace, Patience, Kindness, Gentleness, and Self-Control

These are the fruits of the spirit you can expect from the Orchard F-A-M-I-L-Y values and best practices.

F-A-M-I-L-Y

First Impressions

All are welcomed with an authentic and inviting experience into the beautiful, well organized, and relaxing home we share.

Accountability and Integrity

We value the ability of our team to be reliable, personally responsible, and to honor their commitment to residents, families, leadership and one another. Accountability involves a process of seeing the need, owning the next step, and staying solution focused.

Meaningful Moments

When it comes to creating a life worth living, each person has unique and individual needs. We are dedicated to creating purpose and wellbeing through connection with our team, local affiliates and organizations, and previous community relationships whenever possible.

Information and Communication

We believe knowledge is power and communication is the lifeline to effective collaboration.

Learning and Leading

Curiosity, willingness, and personal action create the professional path to achieving the orchard FAMILY of excellence.

Yes "we can" Attitude

With a can-do character we are committed to creative solution focused problem solving.

ADA Requirements (essential functions)

Physical Requirements

Lifting

More than 25 lbs, routinely

More than 50 lbs, occasionally

Transfer

150 lb. or greater resident weight

Sitting

1 - 3 hours/day

Standing

4 - 5 hour/day

Walking

2 - 4 hours/day

Bend, stoop, squat, and/or twist

Repeatedly throughout day

Climbing stairs

Repeatedly throughout day

Reaching

0.5 hour/day arms shoulder level

Use of telephone

3 - 4 hours/day

Working under pressure

3 4 hours/day

Working rapidly for long periods

2 - 3 hours/day

Use of keyboard/computer, printer, fax, copier

4 5 hours/day

Position requires close work; finger dexterity; adequate hearing and vision (with or without correction).

May occasionally work longer than 8 hours/day.

Cognitive or Mental Requirements

The following cognitive or mental requirements are necessary on a daily basis:

• Critical thinking
• Reading
• Writing
• Mathematics
• Drawing conclusions from written or computer-generated materials
• Analyzing data or report information
• Creating methodologies for accomplishing a goal
• Conducting research
• Implementing recommendations by coordinating persons and/or other resources
• Developing plans, procedures, goals, strategies, or processes
• Clear verbal articulation of the English language

Working Environment

• Indoors
• Possible exposure to communicable diseases
• Skin contact with solvents or other chemicals such as alcohol, acetone, detergents, bleach, and latex gloves
• Exposure to medical equipment with the risk of lacerations or punctures

This job description is only a summary and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by the employee. This document is subject to change at any time.