Director Of Operations

Job Description

Job Description:\n\nBenefits:\n\n Dental insurance\n Flexible schedule\n Health insurance\n Vision insurance\n\nPOSITION SUMMARY\n\nThe Director of Operations is the senior operational leader for Project New Generation across all company service lines and locations. This position is accountable for the day-to-day execution of operations company-wide: staffing and coverage, client and member census growth, service delivery quality, documentation, and continuous regulatory compliance.\n\nThe Director of Operations does not belong to a single department. The position moves across the group home, in-home and community services, home health, the pharmacy, and any new site or program the company opens, and is responsible for making sure each of them runs, is staffed, is documented, and is audit-ready.\n\nThis is a hands-on leadership role. The Director of Operations is expected to be in the field, to know every client and every staff member by name, to solve operational problems in real time rather than escalate them, and to keep the company in compliance with DDD, AHCCCS, Arizona Department of Economic Security, home health licensure, and all applicable contract requirements.\n\nSCOPE OF RESPONSIBILITY\n\nService Line / AreaOperational Responsibility of This PositionDDD Contracted Services | Habilitation (HAB), Respite (RSP), Attendant Care (ATC), Occupational, Speech, Music and Physical Therapy, Nursing, and Home Health Aide services — staffing, member pairing, scheduling, documentation, and compliance.\nGroup Home | Full day-to-day authority over the licensed group home, including staff, members, census, house condition, and audits.\nHome Health | Operational buildout and daily coordination of home health service delivery, including caregiver assignment, visit scheduling, and documentation flow.\nLong-Term Care Pharmacy | Non-clinical operations support: delivery routing and coverage, facility onboarding logistics, staffing of technician and driver positions, and coordination with the Pharmacist in Charge. Clinical and pharmacy regulatory authority remains with the Pharmacist in Charge.\nNew Locations & Programs | Operational launch support for new sites, service lines, and programs as the company expands.\n\nREPORTING RELATIONSHIPS AND CHAIN OF COMMAND\n\n Reports directly to the Chief Operating Officer (COO). The COO reports to ownership.\n All group home staff, including the Group Home Point of Contact / Lead, report to and take direction from this position. Everything concerning the group home runs through the Director of Operations.\n Direct Support Professionals (group home setting) and Direct Care Workers (in-home and community HCBS settings) are under this position's operational supervision company-wide.\n Matters that must be escalated above this position are routed through Riziki, who follows up with ownership. Escalation is expected only after the Director of Operations has attempted resolution.\n Human Resources does not supervise this position and this position does not supervise Human Resources. The two roles are peers reporting to the COO and are expected to coordinate closely on postings, interviews, staff files, and onboarding.\n The Director of Nursing and the Pharmacist in Charge hold clinical and professional authority in their disciplines. The Director of Operations coordinates with them on staffing, scheduling, and logistics but does not direct clinical or pharmacy practice decisions.\n\nESSENTIAL DUTIES AND RESPONSIBILITIES\n\n Company-Wide Operations\n\n Own daily operational execution across every service line and location, and keep the COO informed of status, risk, and need.\n Build, document, and enforce consistent operating procedures so that each site runs the same way regardless of who is on shift.\n Track census, utilization, authorized-versus-delivered hours, staffing levels, and open positions across all service lines, and report on them to the COO on a regular cadence.\n Identify bottlenecks, coverage risks, and compliance gaps before they become findings, and correct them.\n Support operational launch of new locations, service lines, and programs, including setup, staffing, supplies, documentation systems, and go-live readiness.\n\n Group Home Operations\n\n Hold full operational responsibility for the company group home, including staffing, scheduling, member care, house condition, supplies, documentation, and compliance.\n Operate each licensed home at its DDD-authorized capacity. The current group home is authorized for two members; once at capacity, no additional move-ins are accepted without written authorization from ownership.\n Conduct routine and unannounced audits covering member records, medication administration records, staff documentation, incident reporting, safety, cleanliness, and food supply.\n Review and approve or decline outside invitations, community outings, and transportation requests involving members, based on staffing, ratio, distance, liability, and what the company has actually agreed to provide.\n Ensure member medical, dental, and specialty appointments are scheduled, staffed, attended, and documented.\n\n In-Home, Community, and Home Health Services\n\n Coordinate delivery of HAB, RSP, ATC, home health, and related services in members' residences and in the community.\n Assign caregivers and providers to clients based on the authorized service, the Person Centered Service Plan (PCSP) or plan of care, geography, availability, skill, language, and preference.\n Verify that services delivered match the hours, frequency, and outcomes written in the authorization and the plan.\n Monitor visit completion, missed visits, and documentation timeliness, and correct patterns of non-compliance immediately.\n\n Pharmacy Operations Support\n\n Support the long-term care pharmacy on non-clinical operations: staffing of pharmacy technician and delivery driver positions, delivery routing and coverage, and logistics for facility onboarding.\n Coordinate with the Pharmacist in Charge on scheduling, coverage gaps, and cross-department needs. Clinical judgment, dispensing, and pharmacy regulatory compliance remain the responsibility of the Pharmacist in Charge.\n Ensure delivery commitments to facilities are met and that missed or stat deliveries are resolved and documented.\n\n Staffing, Coverage, and Hiring Authority\n\n Maintain required staffing ratios at all times, in every setting. Ratio coverage is a non-negotiable requirement of this position.\n Exercise authority, jointly with the COO, to make hiring and re-hiring decisions without prior notice to Human Resources when doing so is necessary to keep staffing in ratio. Human Resources is informed after the fact so files, onboarding, and payroll are completed. This authority applies company-wide to every client and member served, not only to the group home.\n Fill an open group home bed within twenty-four (24) hours of a vacancy or approved referral. Learning and executing a same-day and next-day fill process is a core expectation of this role.\n Build and maintain an active bench of trained, cleared, and available staff so that call-outs do not create coverage gaps at any site.\n Respond to call-outs personally when no other coverage exists, including working on ratio when necessary.\n Coordinate with Human Resources on job postings, interview scheduling, second interviews, onboarding paperwork, and training completion.\n Verify that no staff member works with a client or member before required training and clearances are complete and documented.\n\n Client Recruitment, Intake, and Growth\n\n Recruit clients and members for every service line the company is authorized to provide, working with DDD support coordinators, case managers, discharge planners, physicians, facilities, families, and community referral sources.\n Manage intake from referral through first date of service, including verification of authorizations, service start documentation, and staff orientation to the client.\n Build and maintain referral relationships so that Project New Generation is a first call for placements and admissions.\n Coordinate with the marketing and business development staff so that referral generation and operational capacity stay aligned.\n\n Compliance, Documentation, and Quality\n\n Ensure company operations remain in continuous compliance with DDD, AHCCCS, Arizona Department of Economic Security, Article 9, home health licensure, HIPAA, and applicable contract requirements.\n Ensure staff hold current DPS Fingerprint Clearance Cards. Group home and in-home staff apply as Non-IVP and select DES – DDD/HCBS (Home and Community Based Services) as the applicable agency category.\n Track CPR/First Aid, Article 9, medication administration, abuse and exploitation prevention, habilitation training, and direct care worker training for all applicable staff, including expiration dates, so no credential lapses.\n Oversee incident reporting company-wide: ensure incidents are documented accurately, reported within required timeframes, escalated appropriately, and followed by corrective action.\n Prepare for and participate in DDD monitoring visits, licensing surveys, payer audits, and internal quality reviews, and complete any resulting plan of correction.\n Work with the Quality Assurance LPN on chart audits, findings, and corrective action follow-through.\n\n Leadership and Communication\n\n Set the standard for professionalism, attendance, documentation, and client dignity, and hold staff accountable to that standard.\n Deliver coaching, corrective action, and disciplinary recommendations in coordination with the COO and Human Resources.\n Communicate promptly and in writing with the COO on census changes, staffing risks, incidents, complaints, and compliance concerns.\n Use the company-issued role-based email account for all company business. Company email accounts, files, and records remain company property and are surrendered on separation.\n Attend and participate in leadership meetings, staff meetings, and trainings as scheduled.\n\nSCHEDULE AND AVAILABILITY\n\n Full-time schedule with open availability. Operations run seven days a week and this position is expected to be reachable outside of scheduled hours.\n Weekend presence at the group home is required Saturday and Sunday from 10:00 AM to 3:00 PM in a Director capacity. During these hours the Director of Operations is not counted in the staffing ratio and is present to audit, coach, and manage the house.\n In the event of a call-out with no available coverage, the Director of Operations may be required to work on ratio, including outside the standard weekend window.\n Must be available for emergency response, on-call escalation, and after-hours coverage decisions.\n Reliable transportation, a valid Arizona driver license, and current auto insurance are required. Travel between the corporate office, the group home, client residences, the pharmacy, and community locations is a daily part of this role.\n\nCONFIDENTIALITY AND CLIENT FILE ACCESS\n\nAccess to client and member files is restricted to the Chief Operating Officer and the Director of Operations. Human Resources does not have access to client files. The Director of Operations is responsible for maintaining that restriction, for securing records in locked or access-controlled storage, and for ensuring that protected health information is not shared with staff beyond what is required to deliver authorized services.\n\nThis position is bound by HIPAA, DDD confidentiality requirements, and company policy. Any unauthorized access, disclosure, photographing, copying, or removal of client information is grounds for immediate termination and may carry civil and criminal penalties.\n\nQUALIFICATIONS\n\n Required\n\n High school diploma or GED. Associate or Bachelor degree in human services, healthcare administration, business, nursing, or a related field is preferred.\n Minimum of two years of experience in developmental disabilities, home health, behavioral health, group home, home and community based services, or a comparable healthcare or human services setting.\n Minimum of one year of supervisory or lead experience with direct responsibility for staff scheduling, coverage, and accountability.\n Working knowledge of DDD and AHCCCS service definitions, authorizations, and documentation standards, or demonstrated ability to learn them quickly.\n Twenty-one years of age or older, with a valid Arizona driver license, reliable transportation, and current auto insurance.\n Ability to pass a DPS Fingerprint Clearance Card application (Non-IVP, DES – DDD/HCBS), a background check, and required health screening including TB testing.\n Proficiency with email, electronic documentation, spreadsheets, and shared cloud file storage.\n\n Preferred\n\n Experience operating in more than one service line at once, such as group home plus in-home services, or human services plus pharmacy or home health.\n Prior experience opening, licensing, or expanding a group home, home health agency, or HCBS program in Arizona.\n Existing working relationships with DDD support coordinators and referral sources in Maricopa County.\n Bilingual English/Spanish.\n\n Core Competencies\n\n Decisive under pressure. Solves staffing and client issues in real time rather than escalating them.\n Able to hold several service lines in view at once and prioritize between them without dropping any.\n Organized and detail-driven, with documentation that holds up to audit.\n Direct, professional communicator with staff, families, facilities, and state partners.\n Discreet with confidential information.\n Comfortable holding people accountable while treating them with respect.\n\nREQUIRED TRAINING AND CLEARANCES\n\nThe following must be obtained and kept current. Training is provided or arranged by the company where applicable.\n\n DPS Fingerprint Clearance Card (Non-IVP; DES – DDD/HCBS category).\n Article 9 training.\n Prevention and support of client abuse, neglect, and exploitation.\n CPR and First Aid certification.\n Medication administration training.\n HIPAA and confidentiality training.\n Habilitation and direct care worker training sufficient to supervise and evaluate staff delivering those services.\n Negative TB test and any additional health documentation required by DDD, home health licensure, or contract.\n\nPHYSICAL REQUIREMENTS AND WORK ENVIRONMENT\n\n Ability to lift and carry a minimum of fifty (50) pounds.\n Ability to stand, walk, bend, stoop, kneel, and reach for extended periods during shifts worked on ratio.\n Ability to assist with client transfers, mobility, and personal care when covering ratio.\n Ability to drive for extended periods and to travel between multiple sites in a single day.\n Work is performed in a group home, private residences, community settings, a pharmacy, and an office environment, with exposure to cleaning agents, bodily fluids, and occasional challenging behaviors.\n\nEMPLOYMENT STATUS AND CHANGES TO THIS JOB DESCRIPTION\n\nEmployment with Project New Generation is at-will. 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