Support Services Manager

About Optima Living

Founded in 2007 by two friends inspired by their families’ dementia journeys, Optima Living was created to provide a more home-like experience in seniors housing and care. What began as a personal mission has grown into one of Western Canada’s leading senior living and continuing care providers.

Today, Optima Living offers Independent Living, Assisted Living, Supportive Living, Long-Term Care, Brain Health, and Memory Care across Alberta and British Columbia. Our innovative approach includes Spark, Your Wellness, Your Way; our proprietary brain health and care model. As the only Top 10 Canadian senior living and care provider focused exclusively on Western Canada, we proudly serve more than 6,000 residents.

Guided by our North Star, Let us welcome you home™, we are committed to People, Place, and Community. With a resident-first philosophy and a focus on innovation, we are redefining aging with purpose creating communities where seniors live with dignity, connection, and joy.

Position Summary
Reporting to the General Manager, the Support Services Manager is responsible for leading and coordinating the daily operations of food services, housekeeping and maintenance functions (department) to ensure residents live in a safe, clean, and welcoming environment. This role also oversees the maintenance operations of the community, ensuring equipment, machinery, and systems operate efficiently and safely.

Responsibilities
Leadership and Team Oversight

• Provides leadership, support, guidance and mentorship to the food services, housekeeping and maintenance teams
• Provides oversight and direction to the food services, housekeeping and maintenance teams through coordination of work routines
• Conducts and attends team meetings; serves on committees as applicable
• Ensures team members comply with all relevant Occupational Health and Safety regulations
• Fosters a positive dining experience that promotes dignity, choice, and comfort for residents.

Core Deliverables

• Leads the development, implementation, evaluation, and revisions of function-related goals, objectives, and outcomes
• Reviews and implements menus to meet residents’ dietary requirements and preferences while make necessary changes as required in collaboration with dietitians
• Oversees proper food handling, presentation, portion control and maintaining appropriate serving temperatures
• Maintains accurate inventory records for food, supplies, and equipment
• Implements and monitors cost control measures to reduce waste and manage food costs.
• Ensures proper storage and rotation of food items (FIFO method), maintaining freshness and safety.
• Ensures complete and accurate SDS manuals are readily available, and that appropriate safety labeling and signage is throughout the building
• Develops guidelines and protocols for the safe use and deployment of housekeeping and laundry equipment
• Ensures preferred vendor equipment is operational and effectively sanitizes and dispenses chemicals
• Works collaboratively with the maintenance teams to ensure housekeeping and laundry equipment remain in good working order
• Monitors and maintains inventory of cleaning and laundry supplies ensuring cost-effective usage and timely ordering
• Oversees the preventative maintenance program for medical and building equipment, systems, and environment ensuring adherence to schedules and accurate recordkeeping (within the PM software or manual checklists)
• Oversees that maintenance service requests, prioritizing safety and resident comfort are responded to promptly
• Supports the community by troubleshooting equipment failures and coordinates rapid response to reduce impact.
• Oversees that daily reviews of the Building Management system are conducted to ensure operational efficiency and resident comfort
• Oversees the daily maintenance operations of HVAC, plumbing, electrical, lighting, appliances, and building systems.
• Oversees the maintenance and management of the life and safety equipment in compliance with all regulatory standards and inspection requirements.
• Provides monthly review notes with Operations teams.
• Participates in emergency preparedness and on-call responses as required.
• Monitors community energy use to ensure operational efficiency and implements energy projects as needed.
• Manages service manuals and warranty documentation for all equipment and systems.
• Assesses building service contractors, reports findings to the General Manager, and oversees on-site work quality.
• Oversees that inventory of tools, supplies, and maintenance equipment is maintained
• Procures and distributes supplies and equipment in alignment with functional (department) budget.
• Oversees seasonal maintenance of community grounds year-round through in-house or contracted services including snow removal, landscaping, and parking lot care.
• Supports resident move ins/move outs by handling wall repairs, painting, general repairs, fixture replacement and floor cleaning/replacement.
• Maintains proper use of computerized maintenance management system(CMMS)

Optima Community Engagement

• Ensures communication with residents, families and team members is managed effectively, with empathy and responsiveness.
• Collaborates with other team leads within the community to ensure that goals and planned changes are monitored and reviewed
• Adapt meal plans based on resident feedback and changing dietary needs.
• Solicits regular resident and family feedback from surveys and other means

Budget and Financial

• Participates in the operational, budgetary, and capital planning processes
• Forecasts budget requirements as well as monitors and approves expenditures
• Quality Assurance
• Performs and evaluates organizational audits and key performance indicators and shares the results for quality improvements
• Investigates and documents incidents and complaints, ensuring prompt corrective actions
• Manages risks, communicates problems and finds solutions for quality improvements and risk mitigations
• Reviews external quality and inspection reports in collaboration with the General Manager
• Maintains accurate records by ensuring necessary documentation and reporting systems are in place

Operational and Administrative Systems

• Liaises with external governing and regulatory groups as necessary
• Determines and maintains appropriate staffing levels and interviews and hires qualified personnel in consultation with the General Manager
• Oversees the onboarding and orientation of the team
• Manages performance evaluations and improvement strategies
• Ensures team members participation in the annual continuing education program
• Resolves conflicts and takes appropriate corrective action as needed
• Reviews and approves biweekly payrolls as applicable
• Supports the Community Relations Coordinator in providing tours of the community as needed

General Responsibilities

• Promptly reports unsafe conditions, incidents, or concerns to supervisor, General Manager or Health & Safety Committee
• Identifies maintenance issues and reports them following established maintenance procedures.
• Responds promptly during emergency codes in alignment with organizational standards and protocols
• Contributes to quality improvement initiatives by sharing ideas and providing feedback.
• Ensures adherence to infection control policies and procedures through regular audits, observations, and investigations
• Maintains strict confidentiality of resident medical and personal information in accordance with privacy legislation
• Completes orientation upon hire and annual mandatory education as assigned
• Supports other team members through their orientation process.
• Respects and upholds the Resident Bill of Rights and the Assisted Living Rights of Residents.
• Performs other duties as required to support operational needs.

Qualifications & Experience

• Red Seal certified is an asset
• Completion of a recognized Hospitality Management program is an asset
• Graduate from a recognized program in boiler operations and/or power engineering or an equivalent combination of education, training and experience is an asset
• Three (3) years leadership experience is an asset
• Minimum two (2) years experience with overseeing building operations
• Experience in a residential care or mental health environment is an asset
• A member in good standing of the Canadian Society of Nutritional Management or willing to obtain
• Maintains an active Food Safe certificate
• Holds and maintains a valid Driver’s License
• CPR and First Aid certification is an asset
• Knowledge of Labour Standards/Employment Standards is an asset
• Knowledge and understanding of HVAC, plumbing, electrical and Geothermal environmental systems, carpentry and building design is an asset
• Knowledge and understanding of Leed Certification requirements is an asset
• Knowledge and understanding of security, pressurization, elevator, fire alarm, sprinkler, and smoke detector systems is an asset
• Ability to read and interpret blueprints and drawings is an asset
• Understanding of emergency and first aide procedures is an asset
• Understanding of building safety in accordance with all industry safety regulations is an asset
• Energetic and supportive leader who drives team engagement and morale while consistently leading by example
• Communicates in an approachable and respectful manner with the temperament to deal tactfully and cooperatively in all interactions
• Strong organizational, planning, and problem-solving skills, with the ability to manage priorities effectively
• Strong written communication skills with the ability to present professional documents with clarity.
• Experienced in crisis intervention
• Ability to manage and resolve difficult and challenging situations effectively and respectfully
• Physical and mental ability to carry out the duties of the position including adherence to provincial health legislations
• Ability to operate equipment safely
• Computer literacy skills required
• Flexibility to work a variety of shifts and respond to on-call duties during off-hours.

Conditions of employment

• Clear Police Information Check
• Clear Vulnerable Sector Check
• Successful completion of all mandatory Provincial Health Requirements

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