1. Hire, orient, motivate, evaluate, counsel, discipline and supervise housekeeping and/or maintenance employees. Ensure staff is aware of and follows policies, procedures and safety measures. Conduct regular staff meetings and training sessions to ensure the staff expands its knowledge and expertise.
2. Assist in development of the department budget. Manage the budget, developing and/or producing reports on a routine or as hoc basis. Provide staffing accordance with budget and community needs, troubleshoot budget issues, present anomalies to Executive Director and collaborate to resolve.
3. Order all supplies ensuring adequate levels of inventory for staff to perform their duties in an efficient and effective manner. Maintain accurate records of inventory, conduct quarterly inventory checks; monitor the security of supply storage areas. Develop written procedures for the check in and security of all deliveries.
4. Develop reports and maintain records that are presented to Executive, Marketing Directors and Business Office Manager detailing departmental results including a monthly status report describing on-going projects and the preventive maintenance performed during the month.
5. Insure work order procedures are adhered to and documented. Develop a procedure that mandates a work schedule is prepared for each resident and presented within 24 hours of request.
6. Troubleshoot problems to mechanical systems, identify corrective solutions, handle repairs in house, whenever possible to determine when appropriate to call outside contractors.
7. Maximize ancillary revenue by developing procedures and staff training that document all charges are confirmed with the resident prior to the performance of work. Respond to resident needs and requests.
8. Develop and maintain a variety of logs documenting all work performed internally by department staff or outside vendors.
9. Develop and maintain a written preventive maintenance procedure.
   Implement the preventive maintenance plan accordance with company policy and manufacturer instructions.
10. Develop and maintain an emergency disaster plan. Assist in training all department heads in emergency procedures relevant to their area of responsibility.
11. Develop and maintain procedures to test and inspect emergency generators, fire suppression systems and fire alarms monthly.
12. Maintain an up-to-date file, which is easily accessible, containing all operating and service manuals and warranty information, for both major and minor equipment; insurance certificates and service and construction contracts for ease of accessibility.
13. Review all service contracts annually, secure and maintain two competitive bids on file.
14. Manage the Department in accordance with the policies and procedures of Orchard Hill Assisted Living and federal, state and local rules, codes and regulations.
15. Assist with the operation and full functioning of the PERS system, including training new Directors.
16. Carry a pager 24 hours a day and respond to any emergency calls.
17. All other duties as required and consistent with the education and skills required for this position.
18. Take-over any and all housekeeping duties when the housekeeper is absent from work, on vacation, or during an interim hiring period and assist with the common area cleaning on a daily basis. Ensure the Executive Director is aware of any and all changes pertaining to the housekeeping department.
19. All requests deemed appropriate by the Executive Director.

Qualifications:

EDUCATION: High School Diploma or equivalent certificate preferred.
Additional studies or training in management, preventative maintenance, equipment repair or similar areas are highly desirable.

PREVIOUS EXPERIENCE: 3 to 5 years proven plant service experience required which included the development of sufficient technical knowledge and ability to maintain and repair mechanical, electrical plumbing and HVAC systems.
Supervisory experience desirable. Previous experience working with the elderly and/or disabled in a paid or volunteer position highly desirable.

LICENSE: Valid Driver's License

SKILLS AND ABILITIES

• Computer proficiency with working knowledge of spreadsheets and word processing
• Familiarity and experience using a wide variety of equipment including but not limited to table and radial arm saws, drill press and power hand tools.
• Demonstrate ability to be innovative and creative and have patience, high energy and resourcefulness in problem solving.
• Ability to be flexible and work in an environment that promotes teamwork and collaboration.
• Ability to maintain a high level of confidentiality regarding residents, employees, staff and the community.
• Demonstrated ability to set priorities, complete assignments in a timely manner while managing multiple duties and responsibility.

Reports To:

Executive Director

Position Supervises:

Housekeeping

Job Shift:

9-5

Contact:

Elizabeth Weisner
elizwei@comcast.net

• Plans, develop, organize and implement the food service department, including hiring/firing of staff in conjunction with the Executive Director.
• Meet regularly with the Executive Director and care staff to assure compliance with residents' diet requirements.
• Train staff, and monitor/promote independent programs for staff training.
• Coordinate the food services department with other departments.
• Order and purchase food supplies and equipment as needed.
• Inventory weigh and check all incoming deliveries of food and supplies.
• Direct the proper storage of food and supplies and maintain an orderly inventory.
• Develop, test and maintain a file of standard recipes.
• Assure the delivery of meals to the dining room at appropriate times.
• Assist in food preparation and cleaning duties.
• Plan and assist with special events including private dinners.
• Periodically conduct a resident response program seeking evaluation of meals.
• Evaluate food consumption and determine/minimize waste.
• Assist in the preparation of the annual Food Service budget and take efforts to operate within those guidelines.

• reception and telephone answering;
• word processing of correspondence and other necessary documentation;
• any clerical tasks assigned by the Executive Director;
• preparation and maintenance of billings and accounts receivable balances;
• recordation and maintenance of accounts payable invoices, vendor credits, and accounts payable balances for all purchases and payments to vendors;
• preparation and maintenance of payroll records;
• consultation with the Executive Director concerning issues pertaining to financial management of the facility that may require decisions beyond the scope of this position; and
• undertaken any additional tasks relating to the financial administration of the facility which are requested by the Executive Director.

• Supervision of medication management
• Supervision of direct care workers
• Developing and implementing service plans

• Hires, trains and schedules nursing and C.N.A. staff
• Assures implementation of all policies and procedures in compliance with EOEA guidelines
• Implements & Maintains resident care records according to State guidelines
• Oversees resident health issues
• Creates and maintains resident care plans
• Manages admissions process including assessments and screenings
• Supports marketing efforts and builds strong relationships with discharge planners, referral sources, physicians and health care professionals
• Functions as a liaison, maintaining excellent communication with residents, family and staff

• Current MA license and experience in Assisted Living
• Minimum of 3 years experience in geriatrics
• Strong Management and supervisory skills
• Experience with dementia/Alzheimer's
• Ability to handle multiple tasks and priorities
• Enthusiastic, creative and reliable

• Provide a creative social atmosphere throughout the residence and promote resident stimulation and participation through regularly scheduled activities, events, special programs, guest speakers, movie showings, and exercise sessions.
• Coordinate a resident Activity Calendar on a monthly basis which addresses social, physical, and spiritual needs of the residents.
• Develop and publish a monthly newsletter with residents.
• Develop and oversee a volunteer network from the community and from local colleges to support and enhance the activities program for residents.
• Visit with residents on a regular basis to discuss whether the activities program is meeting their needs with regard to skill level and ability.
• Work closely with Executive Director, Food Service Director, Wellness Nurses and other staff to implement activities.
• Promote Methuen Village in a positive manner. Encourage teamwork through cooperative interactions with co-workers.
• Publicize all of Methuen Village's events to the community via the local newspapers and on-line.
• Ensure that activities and events acknowledge the cultural, religious, and ethnic diversity of the residents.
• Maintain a safe and secure environment for all staff, residents, and guests, following established safety standards.
• Market Methuen Village to the community at large and promote Methuen Village to the primary market area.

• Provides comprehensive initial assessment of all residents prior to admission including obtaining medical history, assessment of ability to perform activities of daily living, cognitive awareness, sensory impairments, special diets, and formal/informal support systems. Develops initial service plan in coordination with family and other relevant care providers. Provides ongoing reassessments and service plan updates as needed. Assures that resident's service plan is properly implemented by personal care staff.
• Maintains all resident files including pre-admission information.
  Progressive and ongoing documentation on resident well-being and crisis intervention.
• Recruits, interviews, hires, trains, and supervises all personal care staff, assuring that staff meet training certification requirements prior to employment and that all required certification is on file. Creates staffing schedule for resident care. Assures that all shifts are adequately covered at all times with an efficient system of dealing with absences. Provides an orientation visit to all personal care staff which includes demonstration of proper care of all new residents. Evaluates personal care staff at least twice a year. Provides ongoing inservice training to all personal care staff.
• Oversees Self-Administered Medication Management system. Trains all personal care staff in medication management protocol. Responsible for control of all medications. Establishes and monitors a system of ordering and distributing resident medications which complies with regulations of the Executive Office of Elder Affairs for Assisted Living Residences. Manages pharmacy contract, making changes as needed.
• Performs and/or assists with resident care according to outlined policy and procedure as needed during start-up or in the event of staff absence.
• Teaches preventative health care and chronic care management to residents/staff/family members as needed.
• Arranges for the provision of ancillary health and therapeutic services to residents if needed and requested. Serves as liaison with family members, physicians, visiting nurses, therapists, and other individuals involved in the care of the residents at The BayView. Coordinates contracts and appointment schedules of any outside service providers wishing to use exam room or other common spaces for resident care purposes.
• Provides initial and ongoing training to staff on issues including resident care, management of residents with dementia, and matters of health and safety (OSHA regulations). Assures that all staff training provided is documented in employee personnel files.
• If a resident is to move out of The BayView, arranges for this move and completes all required paperwork. Assures a smooth transition. If the resident is moving to a nursing home, works with admission staff of nursing home to transfer all records and to coordinate the successful relocation.
• If a resident passes away, coordinates all arrangements with family or other appropriate parties.
• Assures that all staff are appropriately trained to handle medical emergencies and complete any incident reports. Arranges for emergency treatment when required, notifies physician of emergency.
• Provides training to staff on dementia and management of residents with Alzheimer's or other dementia. Monitors care provision to assure that all staff are dealing adequately and with care to all residents with dementia.
• Assures that the health and safety of all such residents is well maintained and that the community is not disrupted by any behavior problems.
• Carries beeper and is on call on a scheduled basis to assure that personal care staff has adequate backup. May be required to work overtime in an emergency situation. Will be required to be available during a natural disaster.
• Assures that all appropriate staff in other departments (dietary, housekeeping, activities, maintenance, marketing & administration) are aware of any resident care issues which would impact their work with the resident so that all are working together toward the same goals.

• Bachelor's degree in related field preferred.
• Must be licensed in good standing if required by the State Licensing Authority.
• Senior living experience highly preferred.
• Working knowledge of computers including Excel, Word and MS Office.
• Experience with financial reporting and managing multiple budgets.
• Ability to communicate effectively with residents, families, staff, vendors and the general public.
• Must meet all health requirements, including TB, and pass background checks.
• Must have compassion for and desire to work with the elderly.

1. Plans programs consistent with Goddard House policies, goals and philosophy and, as necessary, writes procedures, goals, and objectives for the program.
2. Assesses resident needs, interests, and abilities. Encourages resident involvement in program planning. Assists new residents in transition to Goddard House.
3. Implements a meaningful programs for all residents that includes creative, intellectual, physical, service, social and spiritual programs each week that provide opportunities for participation in Community activities and opportunities for customers to be of service for others.
4. Produces a weekly calendar of events available on a timely basis to residents. Participates with the Community Partnership office in the development of a Goddard House quality newsletter.
5. Provides resources for the special interests of customers, whenever possible as well as materials for independent activity.
6. Responsible for selecting and scheduling all vendors who offer programs at Goddard House, and responsible for administration of vendor program.
7. Establishes and maintains an effective volunteer and intern program through screening, orienting, training, supervising, and evaluating volunteers and interns. Also maintains adequate records and complies with policies, procedures and regulations for documentation.
8. Prepares and monitors the annual budget for the department.
9. Works effectively with the administration and staff by contributing to the orientation of new staff, participating as a team member, interpreting goals and methods of the recreation program to all staff, communicating information regarding the health and welfare of customers to team members and staff, and serving as Manager on Duty on a rotating basis.
10. Participates in community outreach and marketing of Goddard House through programming.
11. Concerns him/herself with the safety of all Residents and guests in order to minimize the potential for fire and accidents. Also ensures adherence to the legal, safety, health, fire and sanitation codes by being familiar with his/her role in carrying out the site's fire, safety, and disaster plans and current MSDS.
12. Ensures that customers and families receive the highest quality of service in a caring and compassionate atmosphere and recognizes
    individuals' needs and rights.
13. Responsible for scheduling van use for programming, plus establishing and supervising procedures for resident safety related to van use.
14. Performs all other duties as requested.

• Demonstrated success in managing a dining service program
• Culinary Degree preferred
• Enjoys working with older adults
• A positive team member
• Creativity
• Computer Skills

• The Regional Manager will be responsible for (but not limited to):
• Provide direct supervision to all assigned residence management staff to include coaching, counseling, and performance evaluations.
• Ensure compliance to company and regulatory policies.
• Ensure positive outcomes and relationships through outreach and education within the community.
• Ensure financial success of locations through financial management and by managing marketing and outreach activities.
• Lead teams in the development of action plans which meet or exceed company standards of residence management and resident services.

• Minimum Bachelor's degree in Healthcare related area. Masters Degree in related field a plus.
• 7-10 years prior healthcare experience with at least 3 years at a regional (multifacility) management level. Affordable Assisted Living experience is preferred.
• Strong financial management, communication and interpersonal skills.
• Solid marketing and sales skills.
• Familiarity with local market is a plus and a dedication to seniors, a high energy level and the ability to handle multiple priorities.Proficient computer skills in Microsoft Office

• Oversee Wellness staff and RCA's
• Resident Assessments
• Develop, review, revise and implement resident's service plans
• Monitor resident's needs and services provided
• Maintain complete and accurate records

• Demonstrates results-driven leadership and holds self and others accountable.
• Sets clear goals and expectations.
• Leads and drives effective change.
• Collaborates with others to execute BAL initiatives
• Demonstrates ability to represent the community in a wide variety of public settings, including but not limited to making presentations to large groups and meeting community professional and government leaders
• Demonstrates a commitment to continuous coaching and talent development of all direct reports while modeling this behavior for all BAL.
• Actively participates and encourages continual recruitment activity.
• Partners with OD to build and continually develop an authentic, values-based culture.
• Models an active hands-on understanding of front line associates and management teams.
• Implements the innovative development of product and service differentiation.
• Integrates all customer service strategies into the division business plan.
• Ensures residents' rights are protected and develops appropriate mechanisms for their protection
• Monitors system of service delivery to the residents including mix and design to ensure resident and family satisfaction and optimal efficiency
• Coordinates move-in process including signing leases and works with Resident Care Director to develop resident service plans
• Demonstrates proficiency in generating leads and closing sales
• Plans, implements, and evaluates a rent-up and occupancy strategy
• Exceeds occupancy targets and NOI.
• Reviews and interprets monthly financial reports and provides explanation of budget variances to management
• Submits proposed annual budget to management and partnership
• Consistently looks for and researches opportunities to maximize revenue

• Ensures all lead sources are identified and inputted in the system
• Ensures that the building shows a positive first impression
• Ensures model apartments are clean and neat
• Demonstrates experience in sales and marketing
• Identifies primary and secondary markets
• Ensures adequate supply of marketing materials
• Produces current competitive analysis
• Accurately explains the community's advertising commitment
• Regularly makes outreach contacts
• Plans and coordinates monthly events
• Gathers competitive market analysis data and maintains a detailed competitor comparative analysis (including rates, apartment sizes, services, and amenities)
• Works collaboratively with department heads to emphasize the team's role in sales and participation in the community MAP for each community of assigned cluster
• Presents the company in a positive and professional manner
• Presents self in a positive and professional manner
• Models the values

Reports To:

Executive Director

Contact:

careers@benchmarkquality.com

• High energy individual who can produce timely newsletters and calendars
• A team player committed to the mission of the community
• Ability to create stimulating and diverse programming
• Strong computer skills

• Manages and schedules nursing staff
• Hires, trains, schedules and supervising C.N.A. staff
• Oversees resident health issues
• Implements and maintains all records according to State guidlines, thorough understanding of all State regulations
• Manages admissions process including assesments and intakes
• Creates, oversees and upgates care plans
• Professionally interacts with other managers
• Maintains communication and relations with families and outside healthcare professionals

• Valid Massachusetts nursing licence R.N. preferred
• Experience in running residence of similar size
• Strong managemment and communication skills
• Ability to cross manage with other deparment heads

• Bachelor's degree in Business/Communications or related field preferred.
• Sales - inside and outside experience preferred.
• Experience in a retirement, nursing home, or assisted living industry.
• Organized team player with the ability to multi-task in a team environment.
• Proven skills to work independently; be self motivated and goal-directed.
• Excellent interpersonal skills.
• Sales database management experience preferred.
• Able to work full time, with regularly scheduled weekend hours; Tuesday through Saturday work schedule.
• Computer proficiency.
• Ability to communicate effectively with residents, families, staff, vendors and the general public.
• Must meet all health requirements, including TB, and pass background checks.

• Giving good care to our residents and families
• Training and mentoring our staff

• Sensitive to issues of aging and needs of the dementia population.
• Ability to be flexible with work assignments of other departments and schedule changes.
• Ability to follow written and spoken directions in English.
• Ability to work as a team player.
• Ability to carry wipe off board for groups, bend over for setting up games and lead exercise groups. Ability to move dining room tables and chairs out of the way for physical groups and replace when finished.
• Must work some evenings, e/o weekend as well as some holidays.

• The Executive Director will assure the provision of high quality services needed and/or desired.
• The Executive Director coordinates the duties of all departments including administration, billing/receivables, reception, marketing, maintenance, resident care, dietary, housekeeping and activities.
• Executive Director ensures that the program meets all state and federal requirements, EOEA regulations, and RC standards for excellent care. The ED insures that the program is prepared for inspections by regulatory agencies through regular auditing and updating of program policies and procedures, medical records documentation, environmental standards, etc.
• The Executive Director attains and/or maintains desired occupancy levels.
• Establishes plans for advertising, promotion, and marketing of all unit types within the development. Support the marketing director in planning marketing events, and will participate in marketing the facility by conductions tours, speaking with prospective families, and following up on calls.
• Executive Director serves as a member of the admissions team to assist in assessment of potential residents and determination of appropriateness of admission, facilitate admission, and process by accessing all necessary paperwork in a timely manner. Works with all departments to coordinate and assist in the transition process for new admissions. Ensures that care planning goals are then transferred to staff and are implemented.
• Executive Director assists residents, families, and staff in decision making about the potential need for discharge and transfer to other programs more suited to residents' needs.
• The Executive Director recruits, hires, orients, educates, supervises, and evaluates all department heads and staff. Executive Director actively gives support and fosters staff morale, while creating a positive working environment.
• The Executive Director is responsible for ensuring that a safe and sanitary environment is provided for staff and consumers; makes efforts to reduce safety hazards, accidents, and injuries.
• The Executive Director reviews activity calendar planning with staff and ensures a variety of activities to meet physical, psychosocial, cognitive and emotional needs of residents including expansion and/or innovation in program services.
• The Executive Director assists in the advance planning of the monthly staff schedules to ensure that absences are covered by all shifts with minimal overtime hours required.
• The Executive Director makes an active contribution towards improving community relations, increasing positive public regard and overall awareness of the program.
• The Executive Director maintains appropriate levels of confidentiality.
• The Executive Director facilitates formation of resident meetings and attends as Rogerson staff representative upon request.
• The Executive Director works with the Director of Senior Living on the budget and budget presentation to the residents and board.
• The Executive Director plans and attends scheduled Board of Directors meetings with the Director of Senior Living, and provides all necessary reports on census, operations and finances.
• The Executive Director will be on-call for emergencies, and will carry appropriate cell phone or paging device.
• The Executive Director performs other related duties as assigned.

• Proven effectiveness and experience in sensitively working with elders, including residents with dementia.
• Experience and sensitivity working with family members who are considering occupancy at a facility like Rogerson House.
• Advanced proficiency in written and spoken English.
• Proven effectiveness as a leader and team player, and in promoting good relations with internal departments, staff, residents and families.
• Proven effectiveness in human resources; including hiring, employee relations, and administration.
• Proven effectiveness in organizational and budgetary skills.
• Proven effectiveness in financial management.
• Proven effectiveness in effectively marketing and promoting a community of exceptional quality and standards.
• Five or more years of management and/or supervisory experience in Assisted Living or Long Term Care facilities in a geriatric and/or dementia setting.
• Proven ability to communicate clearly with peers and staff, verbally and in writing.
• Proven ability to demonstrate creative problem solving skills and respond well in crisis situation.
• Proven ability to make complex assessments of care needs and communicate these needs/recommendations to other disciplines, families and residents/participants.
• Proven ability to creatively market services and achieve desired occupancy levels.

• Supervises each residences' management team and provides daily support as necessary
• Troubleshoots and offers priority direction and support when issues escalate beyond site management level decisions
• Possesses the ability to assess clinical and operational risk; works with corporate counsel and other executives around risk management and creating shared risk agreements
• Participates in the hiring process for all operational management positions
• Has the ability to interpret and analyze contractual language as well as provide input and feedback as required
• Responsible for developing, executing, and maintaining quality control of all operational policies and procedures
• Manages and audits the quality control systems of all residence record keeping processes as required by state regulations
• Coordinates with the Marketing Department to facilitate optimal census at all residences
• Ensures that all training, in-services, and staff orientations are executed in accordance with our internal training program
• Coordinates with the CFO and site management to ensure optimal staffing levels
• Hosts quarterly nursing meetings and participates in management of clinical staff
• Liaison between the Research Department and each residence in regards to any research coordination necessary

• Compliance and Safety
• Assures compliance with all resident care related regulations
• Demonstrates infection prevention and control
• Demonstrates personal and resident safety
• Answers resident urgent call alarms
• Reviews and demonstrates fire, safety, and elopement procedures
• Ensures that a visit occurs following an incident, accident or injury.
• Ensures physician and family notification per state
• Actively participates in the QA process per assignment
• Identifies and assesses the clinical status of potential residents
• Completes a thorough assessment of potential residents
• Obtain the medical information release form from primary care physician as needed
• Develops a plan of care based on the identified physical and psychological problems of the resident including: the identified problems; resident specific goals and planned program interventions
• Develops a service plan according to the requirements outlined in the state regulations.
• Coordinates care needs with community providers via an effective case management process.
• Effectively communicates with residents, families and friends of residents
• Efficiently documents and provides accurate record-keeping as appropriate
• Effectively communicates with other care providers in a professional manner
• Assures resident information is communicated to the staff through a report process and calendar i.e. appointments, outings, etc.
  Communicates and documents residents' material needs (i.e. briefs, clothing, toothpaste, pads, etc)
• Communicates and documents residents change of condition
• Accurately completes incident reports prior to the end of the working day
• Notifies ED of incidents in a timely manor
• Effectively handles follow-up issues with residents and families
• Follows daily work schedules as directed and identifies and acts on non-scheduled tasks
• Displays courteousness and friendliness at all times to residents remembering their rights to dignity and confidentiality.
• Participates in marketing: follow up calls, tours, etc.
• Serves as a member of the community Sales Team Oversees and/or conducts activities where necessary
• Serves as a mentor to new aides

• Process all required clinical documentation to facilitate total, accurate, and timely patient information in the patient medical record.
• Maintain daily/weekly master schedule for field caregivers utilizing a mandatory schedule submitted by each caregiver. Make changes to the schedule as reported by caregivers.
• Prepare schedules for weekend and on-call coverage.
• Verify visits provided to visits ordered, scheduled and performed using the day sheets, clinical notes, Plan of Treatment and schedule.
• Compile start of care and recertification documentation packets.
• Track re-certifications and reminds appropriate staff when they are due.
• Track need for ongoing authorizations for continued services and reminds clinical staff and Administrator/Clinical Director when they are due.
• Ensure that all visit documentation is complete and accurate prior to filing and that notes for scheduled visits are attached to the appropriate day sheets.
• File all documents in the medical record in a timely and organized accessible manner.
• Maintain system controls over active and discharged medical
  records.
• Notify Administrator/Clinical Director of all patient discharges.
• Conduct and summarize discharge record audit.
• Purge completed discharge charts according to policy.
• Obtain lab reports and report values to clinician for follow-up (oversight provided by Administrator/Clinical Director).
• Coordinate with Supply vendor for all medical supplies for patients served.
• Maintain office supplies and clinical record forms.
• Coordinate referrals to all disciplines.
• Mail and track all outgoing and incoming physician orders (485 and verbal/change orders). When orders are not returned per policy, notifies Administrator/Clinical Director for follow-up.
• Locate staff in the field as requested or required.
• Answer and triage all phone calls.
• Obtain demographic information for all referrals and transfer calls to Administrator/Clinical Director to complete referral information.
• Maintain referral statistics by source and disposition.
• Maintain census report and tracks patients that have been re-admitted to the hospital.
• Utilize on-line Common Working file to verify Medicare patient eligibility and accuracy of name, date of birth and HIC number, secondary payer status, HMO status and any PPS episode information.
• Perform insurance verification and eligibility verification on other payers through web or via telephone as applicable. Complete forms associated with the insurance verification.
• Create new Medical Record Number for all new patients.
• Create admission packets including referral, insurance verification, and medical record number and give to admitting clinician.
• Track home health in-services and reminds aides of annual 12 hour requirements.
• Support customer service program by promoting and maintaining a responsive, knowledgeable, and accessible approach to all customer contacts.
• Perform other activities as assigned.

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