Evelyn Jensen
Pittsburg,CA
Summary
Compassionate and experienced RCFE Executive Director with over 26 years of service excellence, and more than 2 years leading licensed Assisted Living and Memory Care communities. I bring a steady, supportive leadership style grounded in strong communication, relationship-building, and a commitment to resident-centered care. Skilled in Title 22 compliance, operational oversight, team development, incident management, budget monitoring, and quality improvement, I strive to create a safe, stable, and welcoming environment for residents, families, and staff. Known for fostering teamwork, strengthening community culture, and ensuring consistent, high-quality care through collaboration, accountability, and thoughtful leadership.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Executive Director
Carlton Senior Living
Pleasant Hill, CA
02.2022 - Current
- Set organization direction and developed strategies and tactics to fulfill mission.
- Maintained accountability for operational and fiscal integrity, effectively managing designated budget.
- Implemented procedures to create competitive advantage in market.
- Strengthened company business by leading implementation of new projects and procedures.
- Recommended appropriate staffing techniques to meet demands and manage costs.
- Established strategic direction and goals to accomplish objectives.
- Assessed potential collaboration opportunities to enhance organizational value and improve efficiency.
- Reviewed and approved annual operating and capital budgets for company.
- Successfully improved employment turnover through creating incentive and training programs.
- Executed on-time, under-budget project management to adhere to project road map.
- Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
- Oversaw corrective action plans to remedy structural, organizational and departmental issues.
- Created program to promote new managers from within, leading to cohesive leadership structure.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
Director of Resident Services
Carlton Senior Living
Pleasant Hill, CA
04.2016 - 02.2022
- Directed and coordinated all new resident move-ins, ensuring seamless, stress-free transitions for residents and families.
- Developed and implemented strategic programs to attract prospective residents and support community growth.
- Served as a primary point of contact for potential residents and families, clearly explaining living options, care levels, processes, and cost structures.
- Managed insurance, payment, and public assistance documentation to maintain accuracy and compliance.
- Recruited, trained, and supervised a high-performing care team, fostering excellence across all shifts and locations.
- Conducted comprehensive assessments to identify resident needs and developed individualized service plans aligned with state, federal, and company standards.
- Oversaw budget development, tracked expenses and revenue, and analyzed budget variances in partnership with senior leadership.
- Facilitated weekly team meetings to address resident concerns and communicate updates to policies and procedures.
- Responded efficiently to crisis situations, maintaining calm and ensuring immediate and appropriate support.
- Investigated and resolved resident complaints and grievances with professionalism and sensitivity.
- Managed disciplinary actions and corrective processes to support staff accountability and performance.
- Collaborated with medical professionals to understand residents’ health backgrounds, ensuring accurate care planning.
- Conducted routine facility rounds to ensure resident safety, regulatory compliance, and quality assurance.
Personal Care Manager
Carlton Senior Living
Pleasant Hill, CA
02.2014 - 03.2016
- Supervised, trained, and evaluated care staff to ensure compliance with Title 22 regulations and company policies.
- Monitored completion of mandatory training, maintained accurate schedules, and supported staff performance.
- Managed payroll, approved PTO requests, and ensured accurate documentation of personnel records.
- Conducted performance reviews and provided coaching to enhance staff competency and resident care quality.
- Ensured consistent delivery of resident-centered care, responding promptly to concerns, requests, and changes in condition.
- Organized and facilitated Family Care Conferences, prepared reports, and maintained updated resident information.
- Responded to emergencies, coordinated with medical providers, and ensured proper follow-through on incident reporting.
- Promoted teamwork and professionalism to maintain a safe, high-quality care environment.
Dining Room Supervisor
Alma Via of San Francisco
01.2011 - 02.2014
- Coordinated and led dining room operations, ensuring an excellent dining experience for residents and guests.
- Trained and supervised staff in service standards, table service procedures, and safe food-handling practices.
- Oversaw labor planning and scheduling, including scheduling coverage for catered events.
- Monitored quality and timeliness of meal service, ensuring consistency with community standards.
- Assisted the Dining Director with hiring, coaching, and developing dining services staff.
- Addressed and resolved resident concerns, promptly following up to ensure satisfaction.
- Promoted a positive dining room culture built on teamwork, hospitality, and service excellence.
Receptionist
Carlton Senior Living
Pleasant Hill, CA
08.2008 - 01.2011
- Served as the primary point of contact for residents, families, staff, and visitors, ensuring a warm and professional environment.
- Managed incoming calls, routed inquiries appropriately, and provided timely responses to resident needs.
- Supported administrative tasks including mail distribution, documentation, and communication follow-up.
- Coordinated with multiple departments to ensure smooth operations and accurate information flow.
- Maintained the front desk area to reflect the community’s standards of hospitality and professionalism.
Customer Service / Insurance Sales Representative
Allstate Insurance
04.2006 - 01.2008
- Built and maintained strong relationships with clients, addressing insurance needs with personalized guidance.
- Delivered high-quality customer service, resolving issues with professionalism and attention to detail.
- Generated leads through networking and outreach, contributing to increased sales opportunities.
- Presented insurance options clearly, ensuring clients understood coverage and financial details.
Dining Room Manager
Carlton Senior Living
Pleasant Hill, CA
01.1998 - 04.2006
- Supervised daily dining operations, ensuring quality food service and adherence to safety standards.
- Trained and evaluated staff, assigned job duties, and maintained service efficiency.
- Collaborated with kitchen and care teams to coordinate meal service for residents with special needs or dietary restrictions.
- Supported new staff orientation and onboarding to ensure consistent service delivery and resident satisfaction.
- Contributed to a positive dining environment through teamwork, leadership, and strong customer service.
Education
High School Diploma -
Mt. Diablo High School
Concord, CA06-2000
Skills
- Executive-level operations management
- Leadership, coaching, and staff development
- Assisted Living & Memory Care oversight
- Compliance, audits, and regulatory preparedness
- Strategic planning & execution
- Budgeting, forecasting, and financial management
- Occupancy growth & community engagement
- Crisis management & conflict resolution
- Performance improvement and culture-building
- Bilingual communication (English/Spanish)
Certification
- RCFE certified since 2018
Timeline
Executive Director
Carlton Senior Living
02.2022 - Current
Director of Resident Services
Carlton Senior Living
04.2016 - 02.2022
Personal Care Manager
Carlton Senior Living
02.2014 - 03.2016
Dining Room Supervisor
Alma Via of San Francisco
01.2011 - 02.2014
Receptionist
Carlton Senior Living
08.2008 - 01.2011
Customer Service / Insurance Sales Representative
Allstate Insurance
04.2006 - 01.2008
Dining Room Manager
Carlton Senior Living
01.1998 - 04.2006
High School Diploma -
Mt. Diablo High School