Associate Executive Director

COMMUNITY NAME

JOB OVERVIEW

The Associate Executive Director (AED) is responsible for assisting the Executive Director (ED) with the overall leadership, management and success of the community. These responsibilities include but not limited to financial management, sales and marketing, recruiting and hiring, supervising, training, team member relations and recognition, communication, family services, resident well-being, quality assurance, and regulatory compliance. Additionally, a key strategic component is the ability to learn from an ED and develop into an ED role within Sunrise Senior Living. At Sunrise, we pride ourselves as pioneers of the senior living industry in setting standards of excellence; we strive to provide care and services to seniors better than anyone. The AED is expected to create, in alignment with our mission and values, a positive atmosphere in the community for residents, family and friends, and all team members.

RESPONSIBILITIES & QUALIFICATIONS

Essential Duties

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows:

Managing Vision and Purpose

• Communicate a clear, customer focused vision, based upon Resident Centered Model of care.
• Model a strong belief in mission, vision, and purpose.
• Articulate clearly, in words and behavior, the Sunrise Shared Values, Principles of Service, the Sunrise Team Credo, and Leaders Serve Hallmarks.
• Provide support to the ED by following through on identified community goals and assignments focused on fulfilling mission and driving margin.

Professional Development

• Commit to the goal of completing the training requirements of Sunrise University.
• Along with the ED, identify key development opportunities, build relationships, and leverages area leaders to ensure progress for future growth opportunities.
• Stay informed on Sunrise policies / procedures, state/province regulatory, and industry standards.
• Pursue stretch assignments and support regional initiatives to further develop skill sets.
• Attend and participate in educational classes and in-services as directed.
• Assist in the administrative team member on-call duties some evenings, weekends, and holidays.
• Assume the necessary duties in the absence of the ED as required.

Family Services

• Maintain proactive communication with resident’s family members or responsible parties.
• Assist with the planning of an in-house family event monthly.
• Encourage family involvement via Volunteer Programs.
• Make self available to residents and their families.
• Ensure implementation and maintenance of a family support program.
• Ensure Family Service Meetings are happening regularly according to Sunrise Policy.
• Ensure Sunrise Wellness and Resident Care systems are implemented and followed.

Quality Assurance and Regulatory Compliance

• Strive for excellent quality care and service delivery as measured in the Quality Services Review (QSR); institute and ensure corrective action in a timely manner.
• Review customer and secret shopper surveys and act accordingly; play a key role in assuring appropriate corrective actions are in place in a timely manner.
• Develop a thorough working knowledge of state/province regulations, policy / procedures dictated for residents; ensure compliance.
• Assist the ED by following up on issues identified in the Area Director Resident Care (ADRC) site visit report.
• Follow up on community mock survey.
• Ensure community is in compliance with national/provincial regulations pertaining to occupational health and safety requirements.
• Practice safety procedures at all times, Personal Protective Equipment (PPE), Material Safety Data Sheets (MSDS), and Lockout Tagout procedures

Business Acumen

• Assist the ED in meeting the financial targets with the goal to maximize the capital partners return.
• Think abstractly and make things work when there is no absolute instruction; ability to adapt to business needs.
• Knowledge of all operating programs including memory care, clinical, dining, and social programs.
• Support the sales and marketing through networking, presentations, and participation in the move-in process.
• Aware of competitive obstacles and works with the ED to overcome these focus areas.
• Understand market dynamics:
• What is our niche?
• What do we do better / worse than our competition?
• New service opportunities
• Demographics: culture, income, ethnicity, size
• Labor/labour availability: overcome obstacles

Financial Management

• Adhere to the community budget and participates throughout the financial/budget process.
• Ensure budgeted revenue is achieved by maximizing occupancy and room rate.
• Review monthly financial statements with the ED and implement plans of action for deficiencies.
• Utilize revenue management tool to effectively manage pricing to benchmarks including service level and other program margins and utilization.
• Manage variable and other productive labor/labour to benchmarks adjusting timely to occupancy and service level changes.
• Manage key, non-labor/labour operating costs in line with budgeted levels.
• Participate in a support function for the ED in the managing/submittal process of monthly expenses and budget data, timely per Sunrise policies and internal business controls.

Customer Focus

• Achieve outstanding customer and team member engagement survey results, realizing that this is key to achieving customer engagement.
• Participate in the development of regular review of the engagement improvement plan.
• Resolve customer concerns effectively through consistent use of the problem resolution program.
• Participate in consistent, effective Resident Council meetings.
• Provide occasional care giving responsibilities as needed and/or requested.
• Commit to say “yes”, courage to say “no” only when absolutely needed.

Driving for Results

• Exceed goals successfully; is consistently one of the top performers; both bottom-line and top-line oriented.
• Encourage self and others for results steadfastly.
• Support the ED in the following key areas to ensure the community is:
  • Meeting NOI/House Profit expectations
  • Meeting occupancy expectations
  • Achieving and executing consistent labor/labour schedules seven (7) days a week
  • Driving ownership with the Department Leaders

Conflict Management

• Support effective family nights to provide forum for concerns.
• Address team member concerns directly, contributing to low team member turnover and increasing engagement.
• Resolve team member issues locally, timely, and effectively.
• Assist the ED in resolving Hotline Call Reports timely and effectively.
• Encourage forgiveness after conflict is resolved.
• Utilize conflict resolution techniques that achieve resolutions.
• Recognize and encourage constructive conflict, realizing it is key to creativity.
• Use the Employee Assistance Program (EAP) as a resource.
• Hold team members to high performance standards, taking appropriate actions with poor performers.
• Maintain an approachable demeanor.

Priority Setting

• Provide great judgment relating to issues that matter.
• Facilitate effective Stand Up meetings and Department Leaders meetings (time and content).
• Honor time commitments, begin and end meetings on time.
• Communicate priorities effectively.
• Demonstrate flexibility to adjust priorities to the ever changing needs of the business.

Decision Quality

• Comply with all regulations and principles.
• Think past today (proactive).
• Learn from bad decisions.
• Encourage and reward for prudent risk taking.
• Maintain compliance in assigned required training and all training required by state/province or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.
• Perform other duties as assigned.

Core Competencies

• Building a Successful Team
• Building Customer Loyalty
• Building Trust
• Business Acumen
• Decision Making
• Delegating Responsibilities
• Developing Others
• Driving for Results
• Facilitating Change
• Planning and Organizing
• Sales Ability / Persuasiveness
• Technical / Professional Knowledge

Experience and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required.

• Passion for working with seniors
• Prior leadership experience (within the senior care industry preferred)
• College degree preferred; degree and management experience may be required per state/province requirements
• Administrator’s License / certification may be required per state/province requirements
• Previous sales experience preferred
• Previous management experience including hiring, coaching, performance management, daily operations, supervision, and discipline
• Demonstration of success in managing operating expenses
• Ability to handle multiple priorities effectively
• Ability to delegate assignments to the appropriate individuals
• Excellent written and verbal skills for effective communication and the ability to facilitate small group presentations
• Proficient in organizational, time management skills
• Demonstrates good judgment, problem solving, and decision making skills
• Demonstration of proficiency in computer skills, Microsoft Office and Sunrise applications with the ability to learn new applications
• As applicable, all Sunrise team members who drive a Sunrise vehicle must review and sign the Driver job description and understand the key essential duties for safety and regulatory compliance
• Ability to work weekends, evenings, and flexible hours, available for our customers at peak service delivery days and times