Program Director

MID-SOUTH CARE SERVICES
Program Director - Middle Tennessee Region

Position: Program Director
Location: Middle Tennessee Region
Reports To: General Manager
Position Type: Full-Time | Leadership/Management
Position Overview

Mid-South Care Services is seeking an experienced, motivated, and results-driven Program Director to lead and oversee operations throughout our Middle Tennessee Region.

Mid-South Care Services provides person-centered, home and community-based services to individuals with physical, intellectual, and developmental disabilities, as well as older adults and individuals requiring assistance to live safely and independently in their communities.

The Program Director will provide operational leadership, program development, regulatory oversight, staff supervision, and quality assurance across the following service lines:

• CHOICES
• Employment and Community First (ECF) CHOICES
• Department of Disability and Aging (DDA) Services
• Community Living Supports (CLS)
• CLS Family Model Residential Services
• Personal Assistance
• Community Integration Support Services (CISS)
• Independent Living Skills Training (ILST)
• Other approved home and community-based services (HCBS)

Our Family Model Residential Program provides individuals with the opportunity to reside in a supportive family home rather than a traditional facility. Approved Family Model Providers welcome individuals into their homes and provide individualized support, assistance with daily living, community integration, and a safe, nurturing environment.

These programs operate under applicable TennCare, DDA, Medicaid, and state and federal requirements.

The ideal candidate will demonstrate strong leadership, operational accountability, sound decision-making, and a commitment to delivering high-quality, person-centered services while maintaining program growth and financial sustainability.
Job Summary

The Program Director is responsible for the overall planning, development, implementation, management, and performance of programs throughout the Middle Tennessee Region.

This position provides direct leadership to Program Coordinators, supervisory personnel, direct support professionals, and contracted Family Model Providers.

The Program Director is accountable for ensuring that all services are delivered in accordance with applicable regulations, individual support plans, organizational policies, contractual obligations, and quality standards.

This role requires a proactive leader who can balance regulatory compliance, quality of care, employee development, operational efficiency, and program expansion.
Essential Duties and Responsibilities

1. Program Leadership and Operations

• Direct and oversee daily operations of all assigned programs and service lines throughout the Middle Tennessee Region.
• Establish operational systems, procedures, and accountability measures to ensure efficient and consistent service delivery.
• Collaborate with the General Manager to implement organizational goals, policies, procedures, and strategic initiatives.
• Provide direct supervision, leadership, coaching, and performance management to assigned staff.
• Ensure adequate staffing, scheduling, service coverage, and continuity of care.
• Maintain regular communication with the General Manager regarding program performance, operational challenges, and opportunities for improvement.
• Provide direct program oversight or assume Program Coordinator responsibilities when necessary to ensure continuity of services.
• Promote a culture of professionalism, teamwork, accountability, ethical conduct, and person-centered care.

2. Regulatory Compliance and Quality Assurance

• Ensure compliance with all applicable TennCare, DDA, Medicaid, HCBS, licensing, contractual, and regulatory requirements.
• Maintain program readiness for state surveys, audits, monitoring visits, and licensing reviews.
• Oversee the implementation and ongoing monitoring of Person-Centered Support Plans (PCSPs), Individual Support Plans (ISPs), and other required service plans, as applicable.
• Ensure services are delivered and documented in accordance with approved authorizations, individual needs, and program requirements.
• Monitor documentation accuracy, service delivery records, electronic visit verification (EVV), and other required reporting.
• Ensure timely identification, reporting, investigation, and resolution of incidents, complaints, and quality concerns.
• Develop and implement corrective action plans when deficiencies are identified.
• Ensure compliance with applicable HIPAA, Title VI, ADA, HCBS Settings Rule, and individual rights requirements.
• Promote the health, safety, dignity, independence, and rights of every person supported.

3. Staff Leadership, Development, and Accountability

• Supervise and evaluate Program Coordinators and other assigned personnel.
• Collaborate with Human Resources regarding recruitment, onboarding, training, retention, employee relations, and staffing needs.
• Ensure employees and contracted providers maintain required qualifications, certifications, training, and compliance documentation.
• Conduct regular supervisory meetings, performance evaluations, and employee development activities.
• Establish clear expectations for productivity, communication, documentation, service quality, and accountability.
• Address performance concerns promptly and consistently in accordance with company policies.
• Develop staff leadership capabilities and promote a positive, professional work environment.
• Ensure staff understand and follow established policies, procedures, and regulatory expectations.

4. Family Model Residential Program Oversight

• Oversee the development, coordination, and ongoing quality of CLS Family Model Residential Services.
• Collaborate with recruitment and onboarding personnel to identify and develop qualified Family Model Providers.
• Ensure prospective placements are evaluated for compatibility, individual preferences, support needs, safety, and regulatory requirements.
• Oversee residential placement coordination, transitions, monitoring, and ongoing provider support.
• Ensure required home reviews, site surveys, documentation, and monitoring activities are completed within established timeframes.
• Monitor the quality and stability of residential placements and address concerns promptly.
• Ensure Family Model Providers understand their contractual responsibilities and applicable service requirements.
• Promote stable, appropriate placements that support individual choice, independence, and long-term success.

5. Program Growth and Development

• Develop and implement strategies to expand services and increase the number of individuals supported throughout the Middle Tennessee Region.
• Establish and maintain professional relationships with referral sources, support coordinators, managed care organizations, state agencies, families, and community partners.
• Actively identify new service opportunities and underserved areas within the region.
• Monitor referral activity, admission progress, pending placements, and service development opportunities.
• Ensure timely follow-up on referrals, assessments, admissions, and service initiation.
• Work collaboratively with the General Manager to establish and achieve measurable growth objectives.
• Assist with the development and implementation of new programs and service offerings.
• Represent Mid-South Care Services professionally in community meetings, provider networks, and stakeholder relationships.

6. Financial and Operational Accountability

• Collaborate with the General Manager to develop, monitor, and manage program budgets.
• Monitor staffing utilization, authorized service hours, productivity, and operational expenses.
• Ensure services are delivered efficiently while maintaining quality and regulatory compliance.
• Review operational reports to identify trends, inefficiencies, and opportunities for improvement.
• Monitor service authorizations, documentation, and billing-related processes to minimize missed or unbillable services.
• Ensure appropriate oversight of personal funds belonging to persons supported, where applicable.
• Assist in maintaining sustainable program operations and established financial performance expectations.

7. Person-Centered Services and Advocacy

• Ensure individuals receive services consistent with their assessed needs, preferences, choices, and established goals.
• Promote self-determination, community participation, independence, and meaningful personal outcomes.
• Oversee the implementation and monitoring of PCSPs, ISPs, and individualized service objectives.
• Maintain positive communication with individuals supported, their families, representatives, and interdisciplinary teams.
• Respond promptly to concerns involving service quality, health, safety, individual rights, or continuity of care.
• Ensure complaints and grievances are addressed fairly, professionally, and within required timeframes.
• Advocate for the rights, dignity, and well-being of all individuals receiving services.

8. Incident Management and Emergency Response

• Provide leadership and direction during critical incidents, emergencies, and service-related crises.
• Ensure required incident reporting, notifications, follow-up, and corrective actions are completed within applicable timeframes.
• Participate in an after-hours on-call rotation and remain available for urgent operational matters as assigned.
• Ensure adequate emergency coverage and continuity of essential services.
• Identify recurring risks and implement preventive measures to improve individual safety and program quality.

Performance Expectations

The Program Director will be evaluated on measurable performance indicators, including:

• Program Growth: Achievement of established monthly and annual admission, placement, and service expansion goals.
• Regulatory Compliance: Timely completion of required documentation, monitoring, corrective actions, and compliance activities.
• Quality of Care: Individual satisfaction, service stability, incident management, and achievement of person-centered outcomes.
• Staff Performance: Employee accountability, training compliance, retention, and supervisory effectiveness.
• Operational Efficiency: Effective staffing utilization, scheduling accuracy, service delivery, and budget management.
• Referral Management: Timely follow-up, admission coordination, and conversion of appropriate referrals into active services.
• Leadership: Communication, professionalism, problem-solving, initiative, and the ability to build and maintain a high-performing team.

Specific performance goals will be established in collaboration with the General Manager and reviewed regularly.
Qualifications and Requirements

Required Qualifications

• Minimum of five (5) years of supervisory or management experience, preferably within intellectual and developmental disability services, Medicaid-funded programs, home and community-based services, or a related healthcare or human services setting.
• Working knowledge of Tennessee's CHOICES, ECF CHOICES, DDA, Medicaid waiver programs, and HCBS regulations.
• Demonstrated experience supervising employees, coordinating services, and managing program operations.
• Knowledge of person-centered planning, individual rights, quality assurance, and regulatory compliance.
• Strong organizational, leadership, communication, and problem-solving skills.
• Ability to manage multiple priorities, meet deadlines, and maintain accountability across a geographically dispersed region.
• Proficiency with electronic documentation systems, Microsoft Office, and operational reporting.
• Valid driver's license, reliable transportation, and ability to travel throughout the assigned region.
• Ability to participate in an after-hours on-call rotation.

Preferred Qualifications

• Bachelor's degree in Healthcare Administration, Human Services, Social Work, Psychology, Business Administration, or a related field.
• Previous leadership experience with a Tennessee DDA or TennCare-contracted provider.
• Experience overseeing CLS Family Model Residential Services and community-based support programs.
• Experience with program development, referral management, and regional service expansion.
• Familiarity with electronic visit verification (EVV), quality management systems, and payer authorization requirements.
• Experience managing program budgets, productivity measures, and operational performance indicators.

Leadership Expectations

Mid-South Care Services is seeking a Program Director who demonstrates:

• A strong sense of ownership and accountability.
• Initiative and the ability to identify and resolve problems independently.
• A commitment to high-quality services and regulatory compliance.
• Professionalism, integrity, and sound judgment.
• The ability to motivate, mentor, and hold employees accountable.
• A growth-oriented mindset and commitment to expanding access to services.
• Compassion, respect, and dedication to the individuals and families we serve.

Equal Employment Opportunity

Mid-South Care Services is an Equal Opportunity Employer. We are committed to maintaining a professional, inclusive, and respectful workplace and providing equal employment opportunities in accordance with applicable laws.

Join Mid-South Care Services and help lead a team dedicated to improving lives, promoting independence, and expanding quality home and community-based services throughout Middle Tennessee.