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.Leadership and Team Oversight
Provides leadership, support, guidance and mentorship to the food services, housekeeping and maintenance teamsProvides oversight and direction to the food services, housekeeping and maintenance teams through coordination of work routinesConducts and attends team meetings;
serves on committees asapplicableEnsures team members comply with all relevant Occupational Health and Safety regulationsFosters 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 outcomesReviews and implements menus to meet residents’ dietary requirements and preferences while make necessary changes as required in collaboration with dietitiansOversees proper food handling, presentation, portion control and maintaining appropriate serving temperaturesMaintains accurate inventory records for food, supplies, and equipmentImplements 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 buildingDevelops guidelines and protocols for the safe use and deployment of housekeeping and laundry equipmentEnsures preferred vendor equipment is operational and effectively sanitizes and dispenses chemicalsWorks collaboratively with the maintenance teams to ensure housekeeping and laundry equipment remain in good working orderMonitors and maintains inventory of cleaning and laundry supplies ensuring cost-effective usage and timely orderingOversees 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 promptlySupports 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 comfortOversees 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 maintainedProcures 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 reviewedAdapt meal plans based on resident feedback and changing dietary needs.Solicits regular resident and family feedback from surveys and other meansBudget and Financial
Participates in the operational, budgetary, and capital planning processesForecasts budget requirements as well as monitors and approves expendituresQuality AssurancePerforms and evaluates organizational audits and key performance indicators and shares the results for quality improvementsInvestigates and documents incidents and complaints, ensuring prompt corrective actionsManages risks, communicates problems and finds solutions for quality improvements and risk mitigationsReviews external quality and inspection reports in collaboration with the General ManagerMaintains accurate records by ensuring necessary documentation and reporting systems are in placeOperational and Administrative Systems
Liaises with external governing and regulatory groups as necessaryDetermines and maintains appropriate staffing levels and interviews and hires qualified personnel in consultation with the General ManagerOversees the onboarding and orientation of the teamManages performance evaluations and improvement strategiesEnsures team members participation in the annual continuing education programResolves conflicts and takes appropriate corrective action as neededReviews and approves biweekly payrolls as applicableSupports the Community Relations Coordinator in providing tours of the community as neededGeneral Responsibilities
Promptly reports unsafe conditions, incidents, or concerns to supervisor, General Manager or Health & Safety CommitteeIdentifies maintenance issues and reports them following established maintenance procedures.Responds promptly during emergency codes in alignment with organizational standards and protocolsContributes to quality improvement initiatives by sharing ideas and providing feedback.Ensures adherence to infection control policies and procedures through regular audits, observations, and investigationsMaintains strict confidentiality of resident medical and personal information in accordance with privacy legislationCompletes orientation upon hire and annual mandatory education as assignedSupports 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 assetCompletion of a recognized Hospitality Management program is an assetGraduate from a recognized program in boiler operations and/or power engineering or an equivalent combination of education, training and experience is an assetThree (3) years leadership experience is an assetMinimum two (2) years experience with overseeing building operationsExperience in a residential care or mental health environment is an assetA member in good standing of the Canadian Society of Nutritional Management or willing to obtainMaintains an active Food Safe certificateHolds and maintains a valid Driver’s LicenseCPR and First Aid certification is an assetKnowledge of Labour Standards/Employment Standards is an assetKnowledge and understanding of HVAC, plumbing, electrical and Geothermal environmental systems, carpentry and building design is an assetKnowledge and understanding of Leed Certification requirements is an assetKnowledge and understanding of security, pressurization, elevator, fire alarm, sprinkler, and smoke detector systems is an assetAbility to read and interpret blueprints and drawings is an assetUnderstanding of emergency and first aide procedures is an assetUnderstanding of building safety in accordance with all industry safety regulations is an assetEnergetic and supportive leader who drives team engagement and morale while consistently leading by exampleCommunicates in an approachable and respectful manner with the temperament to deal tactfully and cooperatively in all interactionsStrong organizational, planning, and problem-solving skills, with the ability to manage priorities effectivelyStrong written communication skills with the ability to present professional documents with clarity.Experienced in crisis interventionAbility to manage and resolve difficult and challenging situations effectively and respectfullyPhysical and mental ability to carry out the duties of the position including adherence to provincial health legislationsAbility to operate equipment safelyComputer literacy skills requiredFlexibility to work a variety of shifts and respond to on-call duties during off-hours.Conditions of employment
Clear Police Information CheckClear Vulnerable Sector CheckSuccessful completion of all mandatory Provincial Health Requirements#IDYA
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