Program Manager

Job Description

Job Description

Description:

RESIDENTIAL PROGRAM MANAGER

The Residential Program Manager is responsible for the day-to-day operational oversight of the residential program, ensuring the delivery of high-quality, person-centered services while maintaining compliance with agency policies, licensing standards, contractual requirements, and regulatory expectations. The RPM provides leadership, supervision, and support to direct care staff while promoting a therapeutic, trauma-responsive environment based on the philosophy of the Sanctuary Model; embodying the seven commitments and committing to establishing the four types of safety for all clients and staff.

Work Schedule: Full-time hours as conducive to the needs of the program with the possibility of evening and weekend hours. Rotating weekends for on call back up

ESSENTIAL JOB FUNCTIONS:

• Develops, maintains, and adjusts employee work schedules to ensure adequate staffing levels and continuous program operations.
• Coordinates staffing coverage for employee absences and assists with securing appropriate replacements to maintain required staffing ratios. Works in the count 2 days per week.
• Provides direct supervision, coaching, guidance, and operational direction to Behavioral Health Technicians (BHTs) and Behavioral Health Paraprofessionals (BHPPs).
• Serves as the initial point of contact for employees regarding performance expectations, attendance, scheduling, and Human Resources documentation, ensuring timely completion and compliance with agency requirements.
• Seek guidance from Human Resources for progressive disciplinary steps and actions of employees.
• Participates in interdisciplinary treatment team meetings and leads the operations portion of team meetings by providing updates regarding staffing, program operations, safety concerns, and residential issues.
• Oversees the daily operation of the residential program while contributing to the ongoing development and improvement of program services, procedures, and staff performance.
• Ensures the daily residential schedule is implemented consistently and that therapeutic programming, activities, meals, medication support, appointments, and community activities occur as scheduled.
• Reviews Behavioral Health Technician documentation for accuracy, completeness, timeliness, and compliance with agency, licensing, contractual, and clinical standards.
• Serves as the first-line responder during client crises by assessing situations, implementing de-escalation strategies, ensuring client and staff safety, and determining the need for additional clinical or emergency intervention.
• Coordinates crisis response by consulting with agency leadership, clinical staff, community crisis teams, emergency medical services, or law enforcement when appropriate.
• Assists in maintaining a safe, therapeutic, and recovery-focused residential environment that promotes client dignity, independence, and person-centered care.
• Participates in the recruitment, interviewing, and hiring process for Behavioral Health Technicians and Behavioral Health Paraprofessionals as assigned.
• Monitors compliance with agency policies, licensing regulations, contractual obligations, and quality improvement initiatives.
• Maintains effective communication with clinical staff, nursing, psychiatric providers, administration, family members, guardians, and community partners to support coordinated care.
• Checks voicemail and emails daily and follows up within one business day.
• Completes required reports, administrative tasks, audits, and other documentation accurately and within required timelines.
• Schedule client appointments as needed; request follow up documentation; Psych notes, Dr. summaries, etc.
• Schedule, coordinate, and facilitate ART meetings
• Maintain updated lists of client ART meetings and client discharge plans.
• Notify internal and external teams of client discharge. Documents all collateral contacts in client record.
• Adheres to all written policies and procedures of Brighter Heights Arizona.
• Adheres to Brighter Heights Arizona policy and practice concerning creation, editing, transmission, storage, and disposition of all Protected Health Information in compliance with HIPAA.

• Bachelor or Master’s Degree preferred, high school diploma or high school equivalency diploma.
• Must have a minimum of 2 years experience working in the Human Services field.
• Must have supervisory work experience of at least 2 years.
• Must be at least 21 years of age.
• Ability to obtain a fingerprint clearance card, or in current possession.
• Valid and clear Arizona Driver’s License.
• Must pass a TB test
• Individual judgment, discretion, and decision-making skills.
• Confidentiality and professionalism are essential.

POSITION QUALIFICATIONS:
Competency Statements

• Communication, Oral - Ability to communicate effectively in a safe and supportive approach with others using spoken words.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Detail Oriented - Ability to pay attention to the details of tasks or projects.
• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.
• Decision Making - Ability to make critical decisions while following company procedures.
• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Research Skills - Ability to design and conduct a systematic, objective, and critical investigation.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
• Technological – Ability to use of various computer software systems and data management and analysis