Program Operations Supervisor

Position SummaryThe Program Operations Supervisor is responsible for the consistent daily operation, staffing coordination, service implementation, documentation quality, and frontline supervision of Divine Inclusions' traditional programs. The position reports directly to the Program Administrator and provides direct supervision, coaching, scheduling, and performance monitoring to DSPs and mentors.The Supervisor ensures that services are delivered safely, respectfully, on schedule, within authorization, and according to each participant's Individual Program Plan (IPP), person-centered goals, assessed needs, rights, preferences, and approved service requirements. The Supervisor serves as the daily operational link between participants, families, frontline staff, the Program Administrator, and other authorized team members.Scope of Traditional ProgramsThis job description applies across traditional services operated by Divine Inclusions and assigned by the Program Administrator, including facility-based, community-based, in-home, employment, independent-living, supported-living, respite, day, training, and related Regional Center or managed-care-funded services. Program examples may include:Day Program and Tailored Day Services.Independent Living Services and Supported Living Services.Community Living and individualized community-support programs.Individual Transitional Support and other facility- or community-based skill-development services.Daytime respite, employment readiness, community integration, and other approved traditional services.Role Boundary: This position does not supervise office support staff and does not oversee Self-Determination Program services unless separate duties are assigned and authorized in writing.Organizational StructureProgram Administrator: Provides overall program leadership, final approval, regulatory oversight, and management decision-making.Program Operations Supervisor: Manages daily traditional-program operations and directly supervises DSPs and mentors.DSPs and Mentors: Deliver authorized participant services and report directly to the Program Operations Supervisor for daily operational supervision.Essential Duties and Responsibilities1. Daily Program OperationsImplement daily operating plans, schedules, service assignments, procedures, and deadlines established by the Program Administrator.Open, organize, monitor, and close assigned programs or shifts as scheduled.Ensure each participant receives the correct authorized service at the approved time, location, staffing ratio, and level of support.Review daily attendance, staffing levels, participant schedules, transportation plans, community activities, appointments, and special instructions.Conduct daily staff huddles and communicate participant-specific updates, priorities, assignments, and safety concerns.Maintain professional, orderly, clean, and participant-ready program environments.Identify operational barriers and present timely solutions or recommendations to the Program Administrator.Maintain continuity of operations during staff absences, schedule changes, emergencies, and service interruptions.2. Direct Supervision of DSPs and MentorsProvide direct day-to-day supervision to assigned DSPs and mentors.Assign caseloads, participants, schedules, work locations, transportation duties, and daily responsibilities.Set clear performance expectations and verify completion of assigned work.Monitor attendance, punctuality, reliability, communication, dress code, professional conduct, participant engagement, and quality of service.Conduct routine individual supervision, team meetings, coaching, observation, and performance feedback.Review and approve routine timekeeping and attendance records within assigned authority; immediately escalate discrepancies.Provide retraining and documented coaching when performance or documentation does not meet expectations.Document repeated performance concerns and recommend corrective action to the Program Administrator.Participate in evaluations, investigations, corrective-action meetings, and separation planning as assigned, while recognizing that final disciplinary and termination decisions remain with authorized management and Human Resources.Ensure staff understand and remain within their job duties, training, credentials, and scope of practice.3. Staffing, Scheduling and CoveragePrepare and maintain daily and weekly staff schedules based on participant attendance, authorized services, staffing ratios, staff qualifications, geography, and program needs.Confirm coverage before services begin and promptly address call-offs, lateness, no-shows, vacancies, and unexpected changes.Coordinate qualified backup coverage and notify participants, families, and the Program Administrator when service delivery may be affected.Monitor overtime and schedule efficiency; obtain required approval before authorizing schedule changes that may create overtime or additional cost.Prevent staff from working unauthorized hours, unapproved locations, or duties outside the participant's service plan.Maintain an accurate staffing and coverage tracker and report ongoing vacancies or coverage risks.4. Participant Service ImplementationReview assigned participants' IPPs, service plans, goals, schedules, support needs, risk information, emergency plans, and authorized service requirements.Translate approved goals into clear daily staff assignments and meaningful person-centered activities.Ensure staff support participant choice, independence, community inclusion, self-advocacy, skill development, and dignity.Monitor participant progress and identify when a strategy, staffing match, schedule, or level of support may need review.Coordinate routine participant and family communication, documenting concerns and follow-up actions.Arrange and participate in team meetings when progress is limited, needs change, or operational concerns affect services.Support participant transitions into, between, or out of traditional services as directed by the Program Administrator.Never independently change an authorized service, rate, staffing ratio, service code, or funded hours.5. Intake and Service-Start SupportSupport the Program Administrator with tours, observations, intake meetings, needs review, staffing analysis, and proposed service schedules.Identify operational readiness needs, including staff qualifications, participant-specific training, transportation, equipment, accessibility, and safety planning.Confirm that assigned staff have received the information and training needed before independent service delivery.Complete or verify service-start checklists and report missing documentation or readiness concerns.Do not accept, deny, promise, or begin services without final approval and required authorization.6. Documentation and Quality AssuranceReview daily notes, progress notes, service logs, attendance, timesheets, mileage records, transportation logs, electronic visit verification records when applicable, and other required documentation.Verify that documentation identifies the service date, time, location, staff, participant activity, support provided, participant response, progress, and connection to approved goals.Require timely correction of incomplete, vague, copied, inconsistent, late, or unsupported documentation before approval or billing submission.Compare service notes, attendance, schedules, time records, EVV, and transportation records for consistency.Immediately escalate suspected falsification, duplicate billing, unauthorized service, or other integrity concerns.Conduct routine participant-file and staff-documentation reviews and correct assigned deficiencies by the established deadline.Maintain confidentiality and ensure documents are stored, transmitted, and discussed securely.7. Authorization, Attendance and Utilization MonitoringTrack authorized, scheduled, delivered, documented, and missed services within the Supervisor's assigned programs.Monitor participant attendance, cancellations, missed services, staff-to-participant ratios, and underutilization.Notify the Program Administrator of authorization gaps, expiring service periods, repeated absences, excessive cancellations, or services approaching approved limits.Support accurate reconciliation of attendance, documentation, payroll, mileage, and billing records.Implement approved corrective actions when services are underdelivered, undocumented, or inconsistent with authorization.8. Health, Safety and Incident ResponseMaintain active awareness of participant health conditions, allergies, behavioral needs, supervision requirements, emergency procedures, and safety plans.Respond immediately to injuries, illness, missing persons, abuse or neglect concerns, exploitation, rights violations, law-enforcement contact, hospitalization, medication concerns, transportation incidents, or other significant events.Ensure immediate protective action, emergency assistance, first aid, and required notifications are initiated within the employee's training and authority.Notify the Program Administrator and other designated contacts immediately according to company protocol.Secure facts, witness information, photographs, records, and supporting documents without conducting an unauthorized independent investigation.Assist with Special Incident Reports and other required reports, and monitor assigned corrective actions to completion.Complete regular environmental, emergency-supply, vehicle, and community-safety checks as assigned.9. Transportation and Community OperationsCoordinate safe participant transportation and community schedules when transportation is part of the authorized service.Verify assigned drivers meet licensing, insurance, training, and vehicle requirements before transport duties.Ensure vehicle inspections, mileage, trip logs, seat-belt use, participant supervision, pickup/drop-off communication, and emergency procedures are completed.Approve community activities that align with participant goals, preferences, funding, staffing, accessibility, weather, and safety requirements within established program procedures.Immediately report vehicle accidents, transportation delays, participant elopement or missing-person concerns, and other safety events.10. Participant Rights, HCBS and Professional ConductProtect participant privacy, dignity, choice, autonomy, access to personal belongings and resources, community participation, and freedom from coercion, retaliation, abuse, neglect, exploitation, and unnecessary restriction.Ensure services are person-centered and delivered in integrated settings consistent with applicable Home and Community-Based Services requirements.Require staff to use respectful communication, maintain professional boundaries, and support participant preferences.Report rights concerns promptly and ensure complaints are documented and addressed without retaliation.Prevent staff from imposing personal beliefs, controlling participant decisions, borrowing money, accepting inappropriate gifts, using participant resources, or entering prohibited relationships.11. Training and Staff DevelopmentVerify completion of orientation, mandatory training, annual training, credentials, and participant-specific training before assignment.Provide or coordinate training on documentation, person-centered practices, participant rights, emergency response, incident reporting, professional boundaries, transportation, program procedures, and service-specific expectations.Observe staff performance in program, home, employment, and community settings and provide practical coaching.Maintain training follow-up records and notify the Program Administrator of overdue or expired requirements.Encourage staff growth, accountability, teamwork, professionalism, and readiness for increased responsibility.12. Communication, Meetings and ReportingMaintain consistent communication with the Program Administrator regarding staffing, attendance, participant concerns, documentation, incidents, authorization issues, operational risks, and needed decisions.Attend leadership meetings, participant meetings, staff meetings, service-plan meetings, trainings, and reviews as assigned.Communicate professionally with participants, families, authorized representatives, Regional Center or care-management staff, clinicians, vendors, transportation partners, and other approved stakeholders.Follow the chain of command and route personnel, billing, clinical, legal, contractual, and executive matters to the appropriate department.Maintain written records of significant instructions, decisions, follow-up items, and deadlines.Required Operational ReportsThe Supervisor will submit reports at the frequency established by the Program Administrator. Reports may include:Participant attendance, cancellations, and missed services.DSP and mentor schedules, call-offs, vacancies, coverage, and overtime risks.Authorized versus scheduled, delivered, documented, and billed service hours when assigned.Documentation completion and correction status.Participant progress, satisfaction, complaints, and service barriers.Incidents, safety concerns, rights concerns, and corrective-action status.Staff training, credentials, coaching, performance concerns, and evaluation needs.Vehicle, facility, emergency-supply, and program-readiness concerns.Decisions, resources, or executive support needed.Authority and Decision-Making LimitationsThe Program Operations Supervisor may make routine daily operational decisions within approved policy, schedules, authorizations, budgets, and instructions. Program Administrator or other authorized leadership approval is required before:Accepting, denying, discharging, or formally transferring a participant.Starting services without complete authorization and final approval.Changing a service code, rate, authorized hours, staffing ratio, funded service, or contractual term.Creating unapproved overtime, adding positions, changing wages, or committing company funds.Issuing final discipline, suspension, termination, or other employment action.Changing an IPP, clinical plan, behavior plan, healthcare direction, or licensed service.Submitting a final regulatory response, Special Incident Report, corrective-action plan, or external legal statement without required review.Making promises or commitments on behalf of executive leadership.Approving exceptions to company policy or regulatory requirements.Assuming oversight of Self-Determination services or office support staff without written assignment.Performance ExpectationsPrograms remain appropriately staffed, organized, safe, and ready for service.DSPs and mentors understand assignments, meet performance expectations, and receive timely supervision.Participant services occur according to authorization, schedule, goals, rights, and person-centered preferences.Documentation is accurate, timely, complete, and consistent with attendance and time records.Operational concerns are identified early, documented clearly, and escalated promptly.Deadlines, reports, corrective actions, training, and follow-up items are completed on time.Participants and families receive respectful, professional, and responsive communication.Minimum QualificationsAssociate degree in Human Services, Social Work, Psychology, Rehabilitation, Special Education, Healthcare Administration, Business Administration, or a related field; bachelor's degree preferred. Relevant leadership experience may be considered where permitted.At least two years of experience supporting individuals with intellectual or developmental disabilities or other populations receiving long-term services and supports.At least one year of lead, supervisory, scheduling, program-coordination, case-support, or operations experience.Working knowledge of person-centered services, IPPs or comparable service plans, participant rights, documentation, staffing, incident response, and community-based support.Experience supervising frontline staff and coordinating multiple participants, schedules, locations, and deadlines.Strong written communication, organization, judgment, follow-through, conflict-resolution, coaching, and problem-solving skills.Ability to use email, Microsoft Office, electronic records, timekeeping, scheduling, virtual-meeting, and tracking systems.Additional RequirementsMust meet the minimum age and employment requirements applicable to the assigned program and jurisdiction.Must successfully complete required background clearances, health screenings, driving reviews, and other pre-employment requirements.Must possess a valid driver's license, reliable transportation, and required automobile insurance when travel or driving is assigned.Must maintain current First Aid and CPR certification and all program-required training.Must be able to travel among program sites, participant homes, employment sites, community locations, meetings, and training locations.Must maintain confidentiality and comply with company policies and applicable funding, licensing, Regional Center, managed-care, and regulatory requirements.Must be available to respond to urgent staffing or participant matters during assigned work hours and on-call periods, when scheduled.Core CompetenciesFrontline leadership and staff accountability.Person-centered and rights-respecting service delivery.Operational planning, scheduling, and coverage management.Documentation review and quality assurance.Health, safety, and incident-response judgment.Professional communication and conflict resolution.Organization, urgency, follow-through, and deadline management.Cultural humility, inclusion, confidentiality, and professional boundaries.Physical and Work RequirementsThe employee must be able to perform routine office and field duties; operate a computer and telephone; participate in virtual and in-person meetings; travel to program, home, employment, and community locations; and regularly stand, walk, sit, bend, reach, and assist with program materials. The position may require lifting or moving materials weighing up to 25 pounds and responding to urgent situations. Reasonable accommodations may be provided to qualified individuals.DisclaimerThis job description summarizes the primary responsibilities of the position and is not an employment contract or an exhaustive list of duties. Divine Inclusions may modify duties based on participant needs, operational requirements, funding, regulatory guidance, organizational growth, and the employee's qualifications. Employees must perform other lawful and related duties assigned within the scope of the position. #J-18808-Ljbffr Priority Dispatch Corp.