Client Liaison Manager
The role of the CLM involves: Being the first point of call for families and residentsManaging the wait list and offering rooms to familiesRunning monthly group tours for prospective residents and their familiesDeveloping an information pack provided to all tour participants containing copies of the menu, activity calendar, key staff contact detailsOffering and showing rooms to residents when they become availableWorking with families, residents and the business manager to ensure contracts are understood and accurately reflect the resident’s statusGreeting residents and families on arrival, accompanying them to their new room, introducing them to staff and other residents and sharing the first meal with them and their family – followed by another tour of the home. Visiting new residents at least twice a day for the first week and ensuring they know where the CLM office is and how they can contact me and dealing with any issues that may arise from moving in.Coordinating a family and resident meeting six weeks after moving in to discuss how they are finding living at Glenview and to ensure their personal plan meets their needs. A nurse attends these meetings to address clinical issuesCoordinating family meetings every four monthsDealing with complaints as they arise from families and/or residentsConduct investigations and finalise reports on findings and recommendationsLiaison with staff if they have identified issuesLiaise with health professionals about residentsActively participate in continued improvement processParticipate in events with residents such as summer ball, fishing trips and other activitiesVisit residents when hospitalisedSuccessfully completed all units of the Understanding Dementia Massive Open Online Course
