Leilani Santiago

• Facilitate engagement programs that promote Vitality lifestyle while modeling appropriate and successful engagement of residents for community staff.
• Promoted exceptional quality of life for residents by innovating, organizing, and conducting entertaining and stimulating activities.
• Train & mentor incoming Engagement Directors at sister communities
• Helped residents build and maintain interpersonal relationships, social skills, mental abilities, and confidence.
• Coordinated off-site activities and accompanied residents throughout excursions.
• Designed wide variety of activities to stimulate interest, involvement, and engagement of patients.
• Worked with nursing team to identify and document changes in patient mental acuity and physical abilities.
• Maintained activity records and reports to evaluate program success and identify areas for improvement.
• Plan special events, parties, and larger events for entire community, including Memory Care in conjunction with other team members.
• Participated in several company-wide contests and received awards for 1st place.
• Manage all social media platforms.
• Responsible for budget planning and preparation of department
• Built engagement program from scratch to enhance overall quality of life for residents in brand new community.
• Partner with wellness team members to facilitate and execute programs in Memory Care neighborhood.
• Assist with opening of new community in Huntsville, AL
• Organized several resident-led clubs and resident council meetings.
• Coordinate outings, special events, and partnerships with community at large to enhance overall engagement experience for residents.
• Develop relationships with volunteer programs, cultural, artistic, intergenerational, and other groups within community at large that can provide resources to enhance engagement program.
• Directly supervise Engagement Coordinator and Transportation staff as well as indirectly supervise Wellness team members with respect to engagement assignments and duties.
• Built and maintained relationships with community organizations.
• Excellent communication skills, both verbal and written.

• Documented overall well-being of residents and progress to evaluate activities for enjoyment and efficacy.
• Maintained detailed records outlining resident treatment plans, progress updates, adjustments, goal achievements and outcomes.
• Instructed patients in activities and techniques such as dance, music or art designed to meet specific physical or psychological needs.
• Conducted patient evaluations to identify mental, emotional, social and physical aptitudes, assess abilities and identify conditions suitable for recreational interventions.
• Implement person-centered activities and programs daily specifically in Dementia & Skilled neighborhoods
• Work closely with all volunteers and support community programs.
• Continue required Dementia training
• Work PRN as a personal care assistant.

• Assistant Manager or MA
• Greet residents, potential residents, families, and guests; conduct tours of community as needed for prospects.
• Collaborate with ED and DON to determine department needs.
• Developed strong network of professional and agency referral sources within community.
• Trained all new staff members on all policies and procedures, document all licensure for necessary positions.
• Supervised day-to-day operations alongside ED to meet performance, quality and service expectations.
• Interview residents and families to obtain demographic information to comply with laws.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Answer multiple phone line system.
• Responsible for upkeep of personnel and resident records along with state ready files.
• Processed payroll in absence of Executive Director and updating census.
• Interviewed and prescreened potential applicants.
• Ensured both Employee & Resident files were in compliance with all laws, rules and regulations.
• Conducted all new hire orientation and paperwork for all new team members.
• Coordinated staff meetings and recorded all required training for staff.
• Maintained positive relations with residents & families by addressing problems head-on and implementing successful corrective actions.

(Position eliminated upon purchase of building)

Life Engagement Director:

Reorganized and developed an activity program based on residents' needs and interests.

• Assess each resident upon arrival to develop more personal program based on their interests; utilizing resident demographic information, background, cultural and family information to cultivate smooth transition.
• Created monthly calendars to highlight scheduled activities, outings, events.
• Designed and created monthly newsletter for families to keep them informed and involved of all activities.
• Monitored budget closely.
• Participated in company related activities: social media, companywide celebrations, and submissions for contests.
• Ensured all assessments and activities were within state and community guidelines.
• Coordinated marketing events alongside CRM to help foster business and personal relationships within community.
• Create social posts for company social media platforms.
• Participates in Manager on duty program.
• Organized events, performances, and social activities for intellectual stimulation and well-being of residents
• Transported residents to and from outside outings.
• Communicated closely with family members to ensure loved one's needs are being met; included family in all events; hosted monthly family gatherings.
• Implemented volunteer program enlisting support from community and businesses; Supervised all volunteers.

• Monitored daily store deposits, balancing of safe, & audit of all registers.
• Maintained with confidentiality all personnel files of current & previous employees.
• Handled change runs on scheduled shifts to ensure smooth customer transactions.
• Answered all customer calls & email inquiries with any questions regarding services and or orders.
• Reviewed potential applicants and scheduled interviews.
• Handled all clerical work for HR department.
• Conducted new hire orientation to verify completion of appropriate paperwork, review company policies' & procedures.
• Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
• Participated in recruitment and selection process for new hires.
• Responded to employee inquiries regarding benefits and other HR topics.

• Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
• Processed weekly payroll for 100+ employees in LTC; Audit and update all personnel files as needed; responsible for bank deposits.
• Served as Administrative Assistant to Administrator and provided clerical support to other departments as needed.
• Supervised office assistants
• Conducted facility tours to potential residents and assisted Social Services Dept with all new admission paperwork.
• Developed new job postings and prescreened qualified applicants.
• Interviewed potential candidates for open positions and set up new hire orientations; trained new hires on company policies and procedures.
• Facilitated all enrollment in benefits plan offered by facility; assist employees in enrollment and explanation of benefits.
• Assisted BO Manager in AP duties and Medicare paperwork as needed.
• Monitored and updated employee information in payroll system to add changes in salary, bonuses and deductions.
• Developed and implemented payroll procedures and policies to determine compliance with regulations.
• Coordinated new hire and termination processes to facilitate smooth operations.
• Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
• Identified and implemented appropriate strategies to increase employee satisfaction and retention.
• Fostered positive work environment through comprehensive employee relations program.
• Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.

• Handled customer inquiries and suggestions courteously and professionally.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services, and company information.
• Processed customer service orders promptly to increase customer satisfaction.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Prepare invoices and packaging for customer orders.
• Audit inventory on all jewelry in stock
• Assist in house jewelry store with setting up jewelry displays and assisting customers.

• Review resumes nationwide for current openings.
• Developed and implemented plans to improve recruitment process.
• Operated and maintained applicant tracking and candidate management systems.
• Set up orientation dates for new hires and traveling accommodations.
• Handle high volume of calls daily on a multiple phone line system
• Perform data entry, updating all of all accounts information and filing
• Responsible for bank deposits to the company account
• Performed duties as assigned for the Owner and CEO of the company.
• Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
• Emphasized job benefits and perks to applicants to improve organization's attractiveness.
• Collaborated with HR leadership regarding candidate salary determinations.
• Assisted with writing job postings and job descriptions for boards.