COMMUNITY LIVING & DAY SERVICES MANAGER

Job Description

Job Description

Job Summary

Join Home of Guiding Hands in improving the lives of individuals with developmental disabilities through high-quality community-based services.

The Community Living & Day Services Manager provides operational and strategic leadership across Independent Living Services (ILS), Tailored Day (TD), Respite, and Adult Family Home Agency (AFHA) programs. This role is accountable for divisional performance, including service utilization, census growth, referral conversion, financial outcomes, and regulatory compliance.

The Manager leads through program leaders and supervisors to ensure efficient, scalable operations while maintaining high-quality, person-centered services. This role owns divisional scorecards, drives performance through data, and ensures systems are in place to support sustainable growth and strong operational execution. This role is not responsible for direct service delivery or day-to-day case management. Success comes from building systems, leading through others, and driving performance at a divisional level. Direct reports include: Respite Manager, ILS & Tailored Day Case Managers, and Adult Family Home Agency (AFHA) Supervisor.

This position is ideal for a leader who can translate strategy into execution, build accountability across teams, and drive measurable results.

What You'll Be Doing: Tasks, Duties, and Responsibilities:

Divisional Leadership & Performance

• Own overall performance of Community Living & Day Services, including utilization, census growth, service access, financial outcomes, and compliance
• Develop, monitor, and drive divisional scorecards aligned with organizational goals
• Track and improve key metrics including utilization percentage, census growth, referral conversion rate, and days from referral to service start
• Identify performance gaps and implement corrective actions to improve operational and financial results

Operations & Service Delivery

• Oversee operational performance across ILS, Tailored Day, Respite, and AFHA programs to ensure timely, efficient, and high-quality service delivery
• Ensure systems are in place to support referral flow, intake coordination, staffing alignment, and scheduling efficiency
• Monitor staffing levels, open shifts, and service gaps to ensure continuity of care and program readiness for new referrals
• Remove operational barriers and ensure programs maintain capacity to accept and start new clients

Financial Management & Accountability

• Own divisional budget performance, including revenue, expenses, and margin
• Monitor billing processes, authorization utilization, and service capture to ensure financial stability
• Ensure accurate and timely payroll and billing practices across programs
• Identify opportunities to improve financial performance through operational efficiencies, staffing optimization, and growth

Leadership & Team Development

• Provide leadership, coaching, and accountability to direct reports, including Respite Manager, Case Managers, and AFHA Supervisor
• Ensure clear expectations, role clarity, and accountability at all levels of the organization
• Support hiring, workforce planning, and staff development to meet program needs and growth goals
• Foster a culture of accountability, responsiveness, and continuous improvement

Growth & Access to Services

• Drive referral growth and conversion across programs
• Ensure timely response to referrals and efficient onboarding of new clients
• Support outreach and partnership efforts with Regional Centers and community stakeholders
• Expand program capacity through workforce development and AFHA provider network growth
• Ensure programs remain responsive to community needs and service demand

Quality, Compliance & Systems

• Ensure all programs meet regulatory, contractual, and documentation requirements
• Oversee documentation compliance, audit readiness, and billing accuracy across programs
• Ensure appropriate oversight of service quality through program leaders and supervisors
• Identify and mitigate operational and compliance risks
• Use data and reporting tools to drive decision-making and continuous improvement
• Ensure consistent use of systems for tracking referrals, staffing, service delivery, and program performance
• Run effective L10 meetings and ensure alignment with EOS practices

Knowledge, Skills, and Education

Qualifications

• Bachelor’s Degree in Human Services, Business Administration, or related field required (Master’s preferred)
• Minimum 5 years of experience in human services, community-based services, or healthcare operations
• Minimum 3 years of leadership experience, including supervision of managers or program leaders
• Strong understanding of Regional Center systems, ILS, Tailored Day, Respite, and/or AFHA programs preferred
• Demonstrated ability to manage program operations, budgets, and performance metrics
• Strong analytical skills with ability to use data to drive decision-making and results
• Experience leading teams, building accountability, and improving operational performance
• Excellent communication and interpersonal skills
• Highly organized with strong problem-solving and execution skills
• Ability to balance strategic thinking with operational follow-through
• Proficiency in Microsoft Office and program management systems
• Must be 18 years of age or older at the time of hire
• Must receive criminal record clearance from DOJ
• Must have valid California Driver’s license, safe driving record, and have been licensed to drive at least 2 years
• Must maintain current and adequate auto insurance
• Must comply with all mandated reporter requirements, including the immediate reporting of suspected abuse, neglect, or exploitation in accordance with applicable federal and California state laws and Home of Guiding Hands policies.

Physical Requirements/Work Environment

This position requires balancing administrative responsibilities with active engagement in program operations and staff support across multiple service locations. Regular local travel within San Diego and Imperial Counties is required. While performing the duties of the job, the employee is regularly required to see, talk, hear, walk, bend, stoop, sit, stand, reach, and lift objects weighing up to ten pounds repeatedly during a shift.

Our Values

Innovation – We encourage creativity and innovation because we believe that by striving for more efficient and effective ways of doing things, we can achieve exceptional results. Our drive for success is shared by all. Our organization focuses on solutions and refuses to maintain the status quo. We challenge our team to be ahead of industry trends as we strive to lead and not follow.

Collaboration – We believe that working together collaboratively is the foundation of a culture that values teamwork, communication, and cooperation. This belief is central to every part of our business, both internally and externally, and strengthens our community.

Accountability – We take responsibility for our actions and for delivering on our commitments. We believe that by being transparent and accountable, we build trust and maintain the respect of our stakeholders.

Respect – We treat everyone with respect and dignity. We value inclusivity and believe that by upholding a culture of respect, we can foster a positive and supportive work environment. We treat others as we would want to be treated.

Empathy – We value empathy and understanding in all our interactions. We seek to understand the perspectives and needs of our colleagues, clients, and stakeholders to meet them with kindness and compassion.

Equal Opportunity Employer Statement

Home of Guiding Hands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, sexual orientation, or gender identity/expression), age, marital status, status as a protected veteran, among other things, or status as a qualified individual with disability.

About HGH

Home of Guiding Hands is a non-profit organization that was established in 1967 by a small group of dedicated and ambitious community members. The Mission of HGH is "to improve the lives of those we serve". We support children and adults in San Diego and Imperial Counties with intellectual and developmental disabilities, such as Down syndrome, epilepsy, autism, and cerebral palsy. We provide a full continuum of care including residential care in specialized group homes, independent living support, respite care, and adult foster home services. Additionally, we provide early childhood assessments and services, tailored day support, Life Planning workshops, county-wide transportation services, and on-site activities at our resource center.

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