Operations Manager of Residential Services

Description

POSITION SUMMARY:

To be accountable for directing the operations of all residential and crisis homes in an efficient and effective manner by providing the overall direction, coordination, implementation, execution, and control of the division. Responsible for the supervision of all residential and crisis services to ensure compliance with policies, procedures, and standards of quality which have been established by the organization and the relevant regulatory bodies.

PROFESSIONAL SKILLS/Key Accountabilities: (Other duties and projects will be assigned, as necessary.)

1. Manages day to day operational aspects of residential and crisis services, including but not limited to: staffing, scheduling, training, services, intake/discharge, compliance and etc.
2. Communicates and coordinates with the Vice President and Human Resources to ensure that the company mission and procedures are embraced
3. Ensure oversight of the program during all hours
4. Participates in on call for the residential programs
5. Provide oversight of processes and staff to ensure health and safety of the individuals served
6. Assisting in recruitment of positions and retention of employees
7. Examine all formal grievances, complaints, when necessary, direct primary internal investigations and establish programs for periodic trend analysis
8. Audit programs and services to ensure DMH compliance
9. Liaise with client and program stakeholders on an ongoing basis to ensure client satisfaction
10. Work with Vice President on managing the program budget
11. Set and continually manage program expectations with program staff and stakeholders
12. Identify and resolve issues and conflicts within and across project teams
13. Develop and deliver reports defining program progress, problems and solutions to Vice President
14. Oversee and ensure training in homes occurs monthly in relation to compliance, client needs and organizational updates
15. Ensure structured and universal systems are in place in all locations
16. Ensure initiatives and growth of culture and diversity in homes in correlation to Director of Culture and Communication
17. Oversee and ensure activities including community outings, client growth plans, etc. are implemented in the homes

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

DOCUMENTATION REQUIREMENTS

1. Follow company policies and practices regarding proper documentation for employee relation situations
2. Conduct required fidelity checks in the home to ensure compliance with expectations and programs
3. Review and submit of all required documentation for compliance and organizational expectations
4. Audit that all proper documentation are retained and saved in proper locations in accordance with company expectations

COMMUNICATION AND PERSON CENTERED SUPPORTS

1. Provides support to individuals using person centered language.
2. Reminds and coaches employees to use person centered language
3. Participates in client’s person centered planning techniques
4. Uses effective and sensitive communication skills to build rapport with individuals served and employees
5. Uses modes of communication and terminology that are appropriate to the communication needs of the individual served
6. Attends all required team meetings and staff meetings

CRISIS PREVENTION AND DE-ESCALATION

1. Assist and lead crisis event with clients as needed
2. Has the ability to identify a crisis, diffuse the situation, and determine an intervention strategy. Contacts necessary supports as needed. Able to ensure that the staff they supervise has the ability to respond appropriately to crisis
3. Monitors crisis situations, discusses the incident with authorized staff and participants, adjusting supports and the environment, complies with regulations for reporting. Able to train staff on managing crisis events
4. Completes video fidelity checks to provide necessary training and feedback
5. Is an active and compliant participant in any internal and external investigations following a crisis event.

TRAINING AND DEVELOPMENT

1. Current Professional Crisis Management (PCM) Certification
2. Current First Aid and CPR Certification
3. Completion of TOOLS and ABA 101
4. Completion of Abuse and Neglect, HIPAA Training, Bloodborne Pathogens, and Confidentiality
5. Completion of Medication Aide