Operations Manager

Job Description

Job Description

Job Summary

The Operations Manager is responsible for the non-clinical operational leadership of the residential facility. This role oversees the daily management of key support departments, including Residential Support Staff (RSS), Front Desk/Administrative staff, as well as the main point of contact for facilities and kitchen operations. The Director of Operations ensures that the facility operates as a safe, efficient, and welcoming environment that meets all state licensing requirements and local safety codes.

Essential Duties and Responsibilities

Daily Operations

• Oversee the daily operation of the residential program to ensure a safe, organized, and therapeutic environment.
• Monitor daily programming and operational activities to ensure smooth facility operations.
• Serve as the on-site operational resource for staff, addressing routine issues and escalating significant concerns to the Director of Operations.
• Ensure facility policies, procedures, and operational expectations are consistently followed.
• Participate in daily shift transition meetings and communicate operational updates to leadership.

Staff Supervision

• Provide direct supervision, coaching, and support to Residential Support Staff (RSS), Direct Care staff, Front Desk personnel, and other members of the operations team.
• Monitor employee performance and provide ongoing feedback regarding job expectations.
• Assist with employee orientation and competency-based training related to facility operations, safety procedures, documentation, transportation, and professional conduct.
• Ensure staff maintain appropriate client supervision and therapeutic boundaries.
• Address routine staff performance concerns and communicate disciplinary issues to the Director of Operations.
• Promote teamwork, accountability, and a positive workplace culture.

Staffing Coordination

• Coordinate daily staffing assignments to ensure required staffing ratios are maintained.
• Respond to staff call-outs by arranging appropriate shift coverage.
• Monitor staffing levels throughout each shift and communicate anticipated shortages to the Director of Operations.
• Assist with schedule adjustments and operational coverage needs as assigned.

Facility Operations and Safety

• Conduct routine facility rounds to identify operational, safety, or maintenance concerns.
• Report maintenance needs and coordinate follow-up with the Facilities Director as directed.
• Ensure living areas, offices, common spaces, and program areas remain clean, safe, and organized.
• Assist with implementation of emergency preparedness procedures, fire drills, and other safety activities.

Client Support Operations

• Coordinate resident transportation schedules and ensure transportation is completed safely and efficiently.
• Monitor client movement throughout the facility to ensure supervision requirements are maintained.
• Support crisis response efforts by coordinating staff and ensuring operational needs are met during emergencies.
• Collaborate with clinical staff to remove operational barriers affecting client care.

Compliance and Documentation

• Conduct routine audits of operational documentation for accuracy and completeness.
• Assist in maintaining a survey-ready environment through routine monitoring of operational practices.
• Ensure staff complete required operational documentation in a timely manner.
• Report compliance concerns to the Director of Operations.
• Participate in quality improvement initiatives related to residential operations.

Communication and Collaboration

• Maintain regular communication with the Director of Operations regarding staffing, facility issues, incidents, and operational concerns.
• Collaborate with Clinical Leadership, Nursing, Facilities, Food Services, and other departments to support coordinated client care.
• Participate in leadership meetings as assigned.
• Serve as a role model for professionalism, accountability, and resident-centered care.

Qualifications

• Bachelor's degree in Healthcare Administration, Human Services, Business Administration, or a related field preferred.
• Minimum of three (3) years of experience in behavioral health, substance use treatment, residential services, healthcare, or a related setting. One (1) year of supervisory experience preferred.
• Demonstrated leadership, organizational, and problem-solving skills.
• Strong communication and conflict resolution abilities.
• Proficiency with Microsoft Office and electronic health record systems preferred.
• Valid driver's license with an acceptable driving record.
• Knowledge, Skills, and Abilities
• Ability to supervise and motivate multidisciplinary staff.
• Strong organizational and time management skills.
• Ability to manage multiple priorities in a fast-paced, 24/7 residential environment.
• Knowledge of residential treatment operations and safety procedures.
• Ability to remain calm and make sound decisions during crises.
• Effective interpersonal and professional communication skills.
• Physical Requirements
• Ability to walk throughout the facility for extended periods.
• Ability to lift up to 30 pounds.
• Ability to respond quickly during emergencies.
• Ability to work evenings, weekends, holidays, and participate in an on-call rotation as required.