Consultant Resident Experience- BC

Chartwell Master Care LP; Vancouver; On-site; CAD 60,000 - 90,000; Full time

Job summary

An established industry player is seeking a passionate Resident Experience Consultant to enhance the lives of seniors through innovative programming and training. This role requires a dynamic individual who can collaborate with various teams to develop and implement high-quality recreational programs. With a focus on wellness and personalized experiences, you will play a key role in fostering a vibrant community. Join a diverse and caring team dedicated to making a positive impact in the lives of residents and their families. If you thrive in a collaborative environment and are driven to create exceptional experiences, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in leading and coaching employees.
• Strong ability to influence others and achieve results.
• Experience in creating and implementing comprehensive programs.

Responsibilities

• Develop and implement strategies for Life Enrichment and Wellness Programming.
• Provide training and support to enhance the Resident Experience.
• Conduct monthly reviews with Directors of Operations to evaluate program performance.

Skills

Leadership Skills

Communication Skills

Data Management

Training and Development

Bilingual (French/English)

Education

Post-secondary education in adult learning methodology

Equivalent demonstrated experience

Tools

Microsoft Office

PowerPoint

Job description

At Chartwell, we strongly believe in enhancing our Resident Experience through our Unique Value Proposition (UVP) of The Chartwell Experience. The Resident Experience Consultant is responsible and accountable for developing standards, programs, policies and procedures, best practices, tools and training for our Life Enrichment and Chartwell Experience Programs.

The Resident Experience Consultant works directly with the Director of Operations & Sales (DOS) in their assigned regions to effectively implement and sustain our service vision of creating exceptional experiences that are personalized and memorable in every Residence. This is accomplished by activating and instilling our UVP through INSPIRE and HEART, Life Enrichment and Wellness Programming, Welcome to Chartwell and Club Chartwell.

Key Activities

• Works closely with the SVP Customer Experience to develop, implement and update Chartwell Experience, Life Enrichment- Signature, Wellness and Live Now Programming, Welcome to Chartwell and Club Chartwell strategy and supporting programs.
• Ensures that our Life Enrichment Program includes a broad range of high quality recreational and leisure programs for all residents which focus on wellness, variety, and choice.
• Supports the hiring and successful onboarding of residence Lifestyle and Program Managers through active participation in second interviews and the Chartwell Onboarding Program.
• Acts as a Consultant to the DOS by providing training, expertise and advice so that they can effectively implement and sustain relevant programs.
• Works closely with the Learning & Development Team to create and present training and education sessions for DOSs, LPMs, GMs and Residence Managers.
• Plans and delivers regional Communities of Practice for LPMs and Residence Managers at least annually.
• Plans and delivers annual Leadership Conference presentations to promote strategic initiatives.
• Provides training and guidance to the DOS regarding the assessment, planning, implementation and evaluation practices of resident program standards including the Life Enrichment Brand Experience Assessment (BEA), policies, and procedures.
• Provides onsite support to residences when required to support implementation of major projects, during significant transitions, property acquisitions or at the request of the DOS following approval by the Platform Lead.
• Stays abreast of leading practice in the areas of Customer Experience, Life Enrichment and Wellness.
• Meets monthly with DOSs to review key priorities, provide specific education, review program data, evaluate performance gaps and recommend strategic solutions.
• Works well under pressure supporting multiple weekly and monthly priorities.
• Develops monthly newsletters and department updates.
• Regularly updates relevant material for our homes on our SharePoint site(s).
• Participates on Customer Experience and Corporate project committees as requested.
• Other responsibilities as assigned.

Qualifications

Education:

• Post-secondary education in adult learning methodology, human resources, business, recreation/activation, or equivalent demonstrated experience.

Experience:

• Minimum of 5 years’ experience in leading, coaching, educating employees in both union and non-union settings
• Minimum of five (5) years of multi-site supervisory/management experience working with mature adults and seniors in a related setting.
• Demonstrated experience in creating, implementing, and sustaining comprehensive programs.
• Strong leadership skills and demonstrated ability to influence the efforts and behaviours of others to achieve desired results.
• Ability to work effectively in a diverse, collaborative, and cross functional team-oriented culture.
• Ability to develop methodologies for collecting and analyzing relevant data, to audit program processes, monitor quality, identify problems and their root causes and make recommendations for improvement.
• Previous experience in Retirement or LTC preferred.

Skills & Abilities:

• Aligned with and passionate about Chartwell’s values
• Embraces a Consultant model: able to influence in the absence of hierarchical or title driven authority
• Demonstrated ability to facilitate and engage participants in discussion and can effectively present new material to a diverse group.
• Sound knowledge of adult learning principles and how to effectively employ them to achieve optimum results.
• Results orientation with demonstration of being a self-starter possessing the ability to work independently and manage multiple priorities at the same time.
• Excellent written and verbal communication skills, able to present information in a concise and compelling manner.
• Demonstrated ability to build relationships across a large, matrixed organization internally and with diverse organizations externally.
• Above average proficiency in Microsoft Office, PowerPoint, ability to learn new software easily.
• Excellent accuracy and attention to detail
• Excellent data management and analysis skills, with the ability to effectively relay/present information accordingly.
• Bilingual (French/English) for the Consultant supporting our Quebec/Ottawa regions
• A valid provincial driver’s license and access to a vehicle
• The satisfactory outcome of a professional reference check and a criminal record check

Special Requirements:

• Utilizes laptop for preparation of training materials, emails, etc.
• Periods of standing when presenting training.
• Some travel required throughout assigned territory.
• Must be able to work occasional evenings

About Us

At Chartwell, we’re all about Making People’s Lives BETTER: the lives of our residents and their families, and the lives of our employees. Join an exceptional group of diverse, inspiring, and caring people who are empowered to provide personalized, human experiences for our residents and staff through the connections they make every day within our communities.

Chartwell’s commitment to diversity and inclusivity is a commitment to hiring people whose skills and abilities contribute the most to the success of the organization and who reflect the communities in which we live and work. We are an equal opportunity employer and welcome applications from a wide range of qualified candidates, including people with disabilities. If you have questions or require assistance with the application process, please email [e-mail] or call 1-888-663-6448.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

Job Info

• Job Identification 18895
• Job Category Recreation/Activities/Programs
• Posting Date 05/06/2025, 07:47 PM
• Job Schedule Full time