Operations Director

Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiring the skills to succeed in the world on their own terms. Too many children with ASD are untreated or undertreated and Centria is committed to reaching every child in need and their families with interventions based on the principles of Applied Behavior Analysis that meet – and exceed -- best practices. Our Optimal Outcomes Model(TM) looks at the whole-child, engages families in aspirational treatment planning and leverages team-based care to allow BCBA’s to focus on clinical issues and support Centria’s dedication to quality, family satisfaction and developmental outcomes. Founded in 2009, Centria now operates in 13 states and is working hard to develop approaches to sustain quality while reaching tens of thousands of children across the country; we use data-driven analytics and sophisticated software platforms to constantly evaluate our quality and performance, and develop new approaches to supporting our clients and their families on their journey.

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Position Summary

The Operations Director sets the tone for the entire center’s team member culture and family experience. This role is responsible for overseeing and managing all operational aspects within Centria Autism, including developing and managing schedules for Behavior Technicians, coordinating and overseeing assessments for clients, coordinating staffing activities, conducting center tours, and serving as a liaison with facility management to help maintain a clean and safe working environment. This role will partner with Clinical Leadership to support clinical outcomes, high quality care delivery, and to ultimately deliver growth. The Operations Director will lead Behavior Technicians by coordinating training and compliance needs, and issuing disciplinary action up to and including termination, and completing the offboarding process. This role will also develop strategies and initiatives to improve client and Behavior Technician retention. The Operations Director will play a vital role in ensuring smooth operations and maintaining high-quality standards throughout the organization.

Success Measures

Success measures include adherence to Centria policies, flawless execution of tasks, a timely, positive customer service experience for team members, a high level of compliance, and maintaining family satisfaction. Success also includes meeting or exceeding personal qualitative and quantitative key performance indicator (KPI) metrics.

Duties and Responsibilities

1. Scheduling Coordination
   • Develop and manage schedules for Behavior Technicians, ensuring optimal coverage and adherence to company policies and guidelines.
   • Coordinate and oversee the scheduling of assessments for all clients, including the option to assist with re-assessments when necessary.
   • Align families, Behavior Technicians, and Supervising Clinicians to start new cases and confirm authorization, ensuring a smooth case start.
   • Coordinate staffing activities, including permanent staff allocation, substitution arrangements, and assigning multiple Behavior Technicians to clients as needed.
   • Confirm schedules weekly with Behavior Technicians and families.
2. Oversee Behavior Technicians and Operational/Center Processes
   • Assist with coordination of training and compliance needs.
   • Monitor Behavior Technician attendance and professionalism, in consultation with the Area Operations Director (AOD), and implement measures to maintain high performance standards.
   • Monitor and analyze center metrics to assess performance and identify areas for improvement.
   • Ensure adequate leadership coverage during all operating hours to maintain smooth operations and address any urgent issues.
   • Ensure smooth coordination of care for clients at clinical sites, including effective communication and collaboration with healthcare providers.
   • Actively participate in internal marketing initiatives, recognition programs, and Behavior Technician survey feedback, promoting a positive and engaging work culture.
   • Address and resolve issues related to paper document management, implementing efficient solutions to enhance accuracy and productivity.
   • Schedule and manage non-billable Behavior Technician hours and utilization of Behavior Technician hours to stay within budget.
   • Identify staffing needs, interview candidates, issue disciplinary action, and complete offboarding
3. Ensure the Operations Workflow Runs Smoothly by Coordinating with Other Departments and Families
   • Partner with the Director of Clinical Services to drive