LESTER SENIOR HOUSING JOB DESCRIPTION ANNUAL EVALUATION AND COMPETENCY Concierge

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1 EMPLOYEE NAME Department: Facilities Department Position Title: Reports to: Facilities Manager New Hire Annual Re-Evaluation Evaluation Period: From To Date of Hire: Position Summary: The overall purpose of your position is to provide, organize, develop and coordinate front desk activities and security and customer service. Qualifications: To perform this job successfully, the following education, training, certification, language skills, mathematical skills, computer skills and/or experience is required: 1. Ability to read and write in English. 2. Experience with executing front desk/concierge activities for senior citizen buildings preferred but will accept related experience in hospitality. 3. A High School diploma. 4. Ability to maintain resident safety either through visual or auditory means. 5. Ability to supervise staff and organize work schedule in the absence of the superintendent. 6. Ability to perform fire safety duties as directed and assists with scheduled annual inspections. 7. Ability to perform preventative maintenance tasks as assigned. 8. Experience in proper floor cleaning and janitorial procedures. Reasoning Ability: Based upon the Mission, Vision and Values of Lester Senior Housing community and The Jewish Community Housing Corporation, the following abilities are required to successfully accomplish the essential duties of this position: 1. Posses the ability to make independent decisions as needed. 2. Assessment skills to evaluate maintenance needs of the facility, recognize when those needs change and recommend adjustment of the program accordingly 3. Ability to recognize an emergency situation either in or out of the facility and be able to call for the assistance required Contacts: The employee in this position will routinely encounter the following contacts while conducting his/her department s business. Most Frequent Contacts Nature or Purpose of Contact Other Employees Residents Family Members Volunteers Visitors 1

2 Equipment Operation: Knowledge of the following scientific or mechanical equipment, automated office equipment, computers or other related office equipment is required for this position: 1. Phones, beepers, computer system, photocopier, overhead projector, televisions, VCRs, stereo systems, microphones and PA systems, elevators, emergency phones, sprinkler system, fire alarm system, parking lot lighting system and electrical generators. Leadership Responsibilities: The following level or kind of leadership responsibility is assumed by this position: Manage visitor/vendor traffic The concierge in independent living will, ensure all visitors sign the visitor logbook and are given a nametag. Residents leaving the building must sign in and out and the nature and length of the departure should be noted. When a resident leaves the building the concierge will call the nurse to pass that information. Maintain sign-in book The concierge in independent living will, replenish blank pages in the sign-in book. The log- book should be kept neat and orderly. The sign-in book should be kept on the concierge desk in plan sight with a working pen at all times. Monitor parking lot The concierge in independent living will, ask every visitor wear they are parked and inform them of the visitor parking rules. Visitors must park in visitor marked parking spots. Visitors may not park in numbered or reserved parking spots. Maintain logbook The independent living main logbook is a legal document and must be maintained properly. The information inserted in the logbook should be brief and factual. All vendor activity should be logged. All rounds, incidents, alarms, and bus trips should be logged. All calls to the facilities manager and/or administrator should be logged. When the police, fire department, and/or EMS enter the building very specific information must be logged i.e. time, location, and destination. Monitor common space cleanliness The concierge in independent living will checks all common spaces for cleanliness. When chairs are out of place and trashcans are full the concierge will make sure these items are taken care of. Monitor public restrooms Pubic restrooms must be checked at least three times during a shift. If light cleaning is needed (paper on the floor) the concierge will be responsible, if more intensive cleaning is required the concierge should call the maintenance department during the working hours and the nursing office during off hours and Sundays. All rounds must be logged. Manage resident deliveries The concierge in independent living will, sign for and deliver or arrange for the delivery of all resident deliveries. All vendor deliveries should be directed to the loading dock. Take attendance at meals The concierge in assisted living will take attendance at all meals and properly fill out the attendance sheet that is provided by the nursing department. If a resident has not left the building and has not come down for dinner the guard shall call the residents room to remind the resident to come down for dinner. If there is no answer notify the nursing department by phone (ext. 200,202,203) or by radio (channel 4). If the resident is in the room and does not want to come down for dinner, notify the nursing department by phone (ext. 200,202,203) or by radio (channel 4). Answer phones The concierge in independent living is the main operator during business hours and should answer the phone with this statement. Lester Senior Housing how may I help you. 2

3 The independent living concierge must know all employees and their extensions and must be able to properly use the telephone system before they start their shift. Perform a proper turnover The concierge in independent living will gives a proper turnover to his relief after every shift. Information to be included in this turnover is as follows. Absent residents, vendors in working in the building, and any other important information. All turnovers should be logged. Perform rounds The concierge in independent living will perform cleanliness rounds in all first floor common spaces during his shift. An end of day should walk through should be performed at 10:30 pm every night at 10:30 pm. All lamps should be turned off. All exits should be checked and secured (locked) all windows should be closed in the common spaces on both floors in both buildings. All rounds must be logged. Always take the Motorola hand held radio when you leave the desk. Work Orders The concierge in independent living will take all work orders and follow the work order procedures listed in the memo taped to the work order clip board. Emergency Calls The concierge in independent living will respond to all emergency calls in the independent living building. When an alarm sounds pick up the cordless phone and try to make contact with the resident. If nothing is heard go to the apartment. Always take the Motorola hand held radio when you leave the desk. If the chain is on the door call the super and he will cut the chain. If you cannot get in touch with the super call 911 ASAP. If you enter the apartment and the resident is on the floor and cannot get up DO NOT LIFT THE RESIDENT call 911. All alarms must be documented in the log-book. The names of the responding officers should be taken and logged. If it is a false alarm, the phone must be reset by pushing the yellow button on the residents emergency phone. The resident can do this as well. All alarms must be logged. If an alarm sounds for assisted living the concierge should call the nursing staff on the radio(ch.4) Hand Held Radios The Motorola radios are used to contact three departments. The IL front desk on channel 1, the maintenance department on channel 2, and the nursing department on channel 4. During emergencies all radios will be operated on channel 1. All radios will be properly maintained be its users and all users will be responsible for the radios condition. Misuse will not be tolerated. Resident Move-ins When a moving company enters the building they should sign in. The maintenance department should be called to secure the elevator and the moving company should be directed to the proper load-in or out location. In independent living load-in is on the side of the building, in assisted living load-in is through the front doors Elevators The elevators operate independently five days a week. On Friday night through Saturday night (exact times will be posted) one elevator in each building should be in Shabbos mode. That elevator will stop on every floor during this period. The superintendent will have the instructions as to which elevator will be used at specific times. If the right elevator is in Shabbos mode and there is an emergency, the front desk guard will go to the elevator room and switch the elevator back to the normal mode for emergency personnel. When the event has ended the guard will switch the elevator back to Shabbos mode. All events must be logged in the logbook. Physical Demands: A. Medium Work: exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects etc. In completing the competencies and evaluation section of this form, rate the employee s performance using the following scale: 4 = Exceeds Performance Expectations 2 = Meets Performance Expectations 0 = Does Not Meet Performance Expectations/ Improvement 3

4 SPECIFIC DUTIES AND RESPONSIBILITIES: Any Duties or Responsibilities currently being evaluated as a competency are identified by a (*) ADA SPECIFIC DUTY/RESPONSIBILITY COMMENTS RATING Answers the telephone promptly and professionally *Reports and confers with the Superintendent regarding status of work order assignments, room set-ups, special projects, outside vendors and staff as related to Maintenance Department Issues Communicates pertinent issues to the Superintendent *Confers with Nursing & Food Service Department staff related to resident needs Serves as advocate for residents Completes work orders as required or requested Participates as directed in any facility surveys Assures that Resident s Rights are upheld Maintains department work areas in a clean and safe manner. *Ensures that activity room scheduled set-up is carried out as listed for all activities Maintains front desk area and log books Ensures resident safety Works evening or weekends for special events as scheduled Practices infection control according to established facility and departmental policies and procedures including in all food related programs Performs other duties as assigned Customer Service/Interpersonal Skills: The following constitute the Customer Service and Interpersonal skills required to successfully perform in this position. CUSTOMER SERVICE/INTERPERSONAL SKILL COMMENTS RATING Assists fellow employees where needed Is responsible and cooperative with supervisors, fellow employees, residents, visitors, etc. Maintains professional attitude Maintains professional appearance Accepts constructive criticism as evidenced by appropriate changes in behavior Utilizes established channels of communication effectively Recognizes, accepts and respects people as individuals Recognizes limitations and seeks assistance appropriately Answers and directs phone contacts appropriately Volunteers assistance to residents, families, visitors as needed 4

5 Demonstrates sensitivity to the culture within the workplace Demonstrates knowledge of facility policy for Zero Tolerance for Workplace Violence and Substance Use Demonstrates support of the mission and vision of the facility Specialized Skills and Competencies: The following constitute the specialized skills and technical competencies needed to successfully perform this position. SPECIALIZED SKILLS AND COMPETENCIES COMMENTS RATING Demonstrates understanding of how to report resident abuse Demonstrates understanding what constitutes resident abuse Demonstrates knowledge of resident/family grievance procedures Demonstrates knowledge of facility Mission and Vision Demonstrates knowledge of R.A.C.E Demonstrates knowledge of emergency procedures Demonstrates knowledge of how specific position responds to a fire situation Understands specific position responsibilities involved in a resident apartment maintenance and general facility maintenance Maintains confidentiality of all information in accordance with HIPAA regulations Demonstrates own initiative in attending mandatory and non-mandatory inservices. Demonstrates knowledge preventative maintenance program Demonstrates good attendance record Demonstrates ability to work independently Demonstrates ability to understand Sentinel Event Policies and Procedures Is punctual for scheduled shift DEVELOPMENT EVALUATION AND PERFORMANCE IMPROVEMENT Prior Goal Review Summary: Review goals of prior evaluation indicating whether or not the goals were met in full, partially or not met at all. If goals were met partially or not at all indicate the reasons. 5

6 Prior Areas for Improvement Summary: Review areas for improvement in prior evaluation indicating whether or not the areas were completely improved, partially improved or not improved at all. If the areas were partially improved or not improved at all indicate the reasons. Strengths: Give specific examples of the employee s strengths and any additional accomplishments during this evaluation period: Areas for Improvement: Give specific examples of improvement expected during this upcoming evaluation period. Consider all aspects of the employee s performance or behavior in which improvement is required, included but not limited to time and attendance, cooperation with other employees, residents, families or visitors, provision of customer service, ability to perform required position competencies, sensitivity to cultural diversity, etc. IDENTIFIED AREA FOR IMPROVEMENT ACTION STEPS TIME FRAME 6

7 Development Goals: List the agreed upon employee development goals for the next evaluation period. Employee s Comments: PART A. Complete Part A for all evaluations but skip to Part B at time of initial hire Signatures: Program Coordinator Signature Date Director Signature Date 7

8 PART B. Complete Part B at the time of hire only: ACKNOWLEDGEMENT OF JOB DESCRIPTION: I have read this job description and fully understand the requirements set forth herein. I agree to perform the identified essential functions in a safe manner in accordance with facility procedures. I understand that as a result of my employment, I may be exposed to blood, body fluids, infectious diseases, air contaminant or hazardous chemicals and that the facility will provide me with instructions on how to prevent and control such exposures. I understand that my employment is at will and thereby understand that the facility or I can terminate my employment and that such termination can be made with or without notice. Signatures: Program Assistant s Signature Date Assistant Executive Director Signature Date 8