R3 Program Manager Brockton, MA & Other South Shore Partner Sites

R3 Program Manager

R3 is Hebrew SeniorLife's healthy aging model for older adults living in affordable housing. Hebrew SeniorLife brings R3 to Partner Sites that are owned and managed by external organizations, where HSL team members work alongside existing resident services and property management team members. R3 combines proactive case management, health & wellbeing programming, and community partnerships to help residents remain healthy, connected, and as independent as possible.

The R3 Program Manager is responsible for leading the implementation of the R3 program at Partner Sites, promoting fidelity to the R3 model and ensuring delivery of the contracted services.

The Program Manager provides ongoing leadership to the Hebrew SeniorLife R3 employees located at the Partner Sites and is responsible for recruiting, training and supervising R3 Nurse Care Managers, Wellness Coordinators, and Fitness Specialists. The Manager also provides informal leadership to Partner Site employees, promoting R3's "one-team" approach across organizations.

Through regular onsite presence in multiple communities, the Program Manager establishes strong professional relationships with team members, residents, providers, and Partner Site leadership. The Program Manager supports the R3 team in providing comprehensive and proactive case management services to residents, and guides employees through complex resident issues. The Program Manager supports the R3 team in curating impactful health & wellbeing programming / health activation initiatives that are culturally and programmatically relevant. The Manager ensures appropriate documentation and data collection, and uses program metrics and impact stories to illustrate the program's impact.

The Program Manager is responsible for managing the Partner Sites' program budgets, making necessary purchases, tracking spending, and communicating with R3 Central team about budget progress.

The Program Manager is the face of HSL's partnership at contracted communities, serving as the first point of contact for assigned partner sites and nurturing a positive and impactful business relationship. In collaboration with the R3 Central Team, the Program Manager is responsible to prepare and deliver formal reports and updates to the Partner Site leadership related to program impact.

The Program Manager participates in special projects related to R3's ongoing product development, program development and business development as assigned.

Core Competencies:

• Commit to the organization's core values of respect, dignity and empowerment
• Be able to form trusting, collaborative and impactful relationships with all stakeholders: colleagues, Partner Site teams, residents, healthcare providers and other community partners
• Demonstrate skillful listening and a commitment to "notice, ask and support what matters"
• Provide inspiring, energizing and supportive leadership to the R3 teams; lead by example, promote professional development and growth, encourage healthy boundary setting
• Foster a positive culture that cultivates connection and belonging among stakeholders
• Be a self-starter who can manage and prioritize multiple job responsibilities
• Take a proactive, planful approach to work that "begins with the end in mind" and promotes a healthy accountability for self and others
• Approach each Partner Site implementation with open-mindedness, creativity, optimism and a willingness to "meet them where they are"
• Use systems thinking and approaches for R3 program implementation: develop and implement replicable processes and procedures that ensure program sustainability, efficiency and efficacy
• Maintain confidentiality and ensure that privacy policies and procedures are followed
• Possess strong assessment and critical-thinking skills and the ability to identify resident needs, risks, and appropriate supports
• Knowledge of the dynamics that can occur in senior housing and ability to anticipate and proactively address potential challenges
• Communicate verbally and in writing with a high quality of professionalism and clarity
• Demonstrate the ability to de-escalate, remain calm, and speak respectfully in tense situations
• Accept responsibility for other tasks assigned

Position Responsibilities:

New Site Implementation:

• Build positive relationships with Partner Site property managers, resident services coordinators, and other onsite partners to learn the community's operations, strengths, needs, culture, and existing services.
• Develop and execute a customized implementation plan that includes key milestones related to recruitment, training, and overall R3 program service delivery.
• Recruit and onboard R3 team members, coordinating trainings for HSL and Partner Site team members.
• Establish the workflows, weekly team meetings, community partnerships, resident outreach, and other systems needed to launch R3 successfully.
• Work with the R3 Central Team and Partner Site team members to plan resident communications, kickoff activities, and other launch efforts.

Program Oversight:

• Ensure the key R3 processes are in place, including whole-person assessments, proactive outreach and case management, health & wellbeing programming, and interdisciplinary teamwork.
• Monitor team documentation practices and address gaps as needed.
• Maintain a regular onsite presence and learn the culture, strengths, and needs of each assigned community through relationships with residents and team members.
• Ensure timely, accurate and consistent program documentation, including resident interactions in Resident Connect, reporting to stakeholders, and meeting notes maintained in shared folders.
• Review and analyze data to understand what is working, identify areas for improvement, and demonstrate program impact.
• Oversee site budgets and ensure spending on staffing, programs, and supplies is tracked and consistent with each site's contract.
• Prepare and share regular qualitative and quantitative reports with Partner Site leadership about R3 implementation, resident needs, and program impact.

Team Leadership:

• Recruit, supervise, coach, and support HSL R3 team members, including Wellness Coordinators, Nurse Care Managers, and Fitness Specialists.
• Coach team members in effectively managing and prioritizing their resident caseloads, including establishing appropriate follow-up plans and maintaining professional boundaries.
• Provide guidance and support to team members navigating complex or challenging resident situations.
• Ensure the team is independently capable of conducting assessments, proactive outreach, follow-ups, facilitating resident engagement, setting boundaries, and completing documentation.
• Lead regular interdisciplinary meetings with HSL and Partner Site team members to coordinate support for residents and strengthen communication across roles.
• Provide ongoing training, resources, and opportunities to team members for learning and professional growth.
• Help the team deliver health & wellbeing programs that reflect residents' needs, interests, cultures, and health priorities.
• Help the team identify and build relationships with local community organizations and service providers that can meet resident needs.

Partner Relationships:

• Serve as the primary Hebrew SeniorLife contact for assigned Partner Sites.
• Build strong working relationships with organizational leadership, property management, and resident services teams.
• Promote a collaborative 'one-team' approach between HSL employees and Partner Site teams.
• Work with Partner Site leadership and the R3 Central Team to identify priorities, address operational challenges, and strengthen program delivery.

Program Development:

• Contribute to R3-wide projects, tools, training, best practices, and the Community of Practice as assigned.

Qualifications:

• Bachelor's or Master's degree in a business or human service field and 5 years of experience working in senior services required
• Experience with case management and in affordable housing strongly preferred.
• 1-2 years of supervisory experience strongly preferred.
• Compassion for older adults and a strong desire to work with the population
• Ability to work with and communicate effectively with people from diverse backgrounds
• Excellent interpersonal skills, including emotional intelligence
• Ability to communicate orally and in writing in a clear, accurate and effective way
• Optimistic and positive demeanor, good intuition and sound judgment
• Ability to manage multiple projects simultaneously and navigate a dynamic workload
• Ability to innovate, think strategically and conceptually, and handle difficult situations
• Must be a professional, proactive, collaborative, conscientious, and results-oriented individual
• Is a self-starter who takes initiative and has ability and confidence to assume leadership in the absence of a manager
• Demonstrates excellent organizational skills and promotes a systems view of operations
• Must be motivated to learn and flexible to change
• Computer literacy; fluency in Windows, Word, Power Point, and Excel
• AASC, Resident Connect, YARDI or CANVA software experience a plus