Residential Support Manager Team 1 - Housing Services

Residential Support Manager

In partnership with the Senior Vice President, the Residential Support Manager provides operational oversight, training, and quality assurance support to residential programs and management staff to ensure compliance, service quality, and the health, safety, rights, and personal outcomes of individuals supported in FREE's IRAs. The Residential Support Manager will provide training and support to the Residential Managers selected by the SVP. This role exercises independent judgment in supporting program operations, provides leadership coverage for vacant Residential Manager positions as assigned, and ensures consistent implementation of organizational policies, regulatory requirements, and best practices across assigned residences. These will include, on call for the program, oversight of the staff and individuals, as well as overall systems within the residence.

This exempt position is expected to maintain a regular, full-time work schedule of five (5) days per week and eight (8) hours per day, unless an alternative arrangement is documented and approved by leadership.

Ensures compliance with regulatory, agency, and quality standards to support the rights, health, safety, and outcomes of individuals supported in residential programs.

Provides direct training, coaching, and guidance to Residential Managers to ensure consistent application of policies, procedures, and operational standards.

Serves as acting Residential Manager and covers Residential Manager duties as assigned by the SVP, exercising full operational authority over assigned programs during coverage periods.

Advocates with and for supported individuals by ensuring their rights, health, safety, and preferences are integrated into person-centered planning and service delivery decisions.

In partnership with the Housing Support Director, facilitates, and coordinates management training programs to ensure alignment with organizational policy, regulatory requirements, and operational best practices.

Conducts on-site operational and compliance reviews to ensure that policies and procedures are followed by all levels of management.

Provides performance feedback and recommendations regarding Residential Managers to the SVP to support performance management decisions.

Reviews all requisite documentation for all residences within scope for accuracy, compliance, and timeliness in accordance with regulatory and agency standards, identifying trends and recommending corrective actions as appropriate.

Conducts targeted audits of program documentation and operational systems with emphasis on health and safety compliance, providing corrective action recommendations to leadership.

Analyzes operational data and reports (including staffing, overtime, and scheduling) to identify inefficiencies and recommend improvements to residential leadership.

Supports implementation of corrective action plans (POCAs) and validation systems to ensure compliance with New York State regulations and agency policies following external survey findings.

Provides oversight, training, and consultation to management regarding Medisked, IRC, and Quick MAR as needed.

Ensures that all required documentation (paper and electronic) is completed/processed appropriately, in a timely manner, and meets quality and compliance thresholds.

Performs other duties as assigned.

Always communicates in a respectful manner with all people including the people we support, supervisors, other valued team members, and members of the community.

Complies fully with FREE's confidentiality policies by holding in strictest confidence all information pertaining to members, residents, the people we support and their families, clients, providers, contractors, and employees.

Meets all safety training requirements; adheres to all safety policies and reports any and all unsafe conditions; takes measures to prevent accidents and/or eliminate conditions that pose a safety or health risk.

Coordinates, supports, attends and participates in all required events/ meetings/ reviews/ committees, including ones outside of standard working hours.

Meets all job requirements and stays in compliance.

Adheres to FREE's standard of ethical behavior as outlined in the Employee Handbook and Code of Conduct as well as applicable laws and regulations.

Ensures compliance with FREE policies, procedures, and operating standards.

Implements a continuous quality improvement process for department services and administrative functions.

Assists in the development, implementation and administration of Human Resources policies and programs including compliance with Equal Employment Opportunities and Affirmative Action Programs.

High school diploma or equivalent required; college degree in human services or another related field preferred.

Minimum of two (2) years' experience working with people with developmental and intellectual disabilities and/or mental illnesses required.

One (1) year of supervisory experience is required.

Internal and external candidates with less than one year of supervisory experience may be considered and will need to successfully complete internal management and supervisory skills training within 120 days of hire or transfer into the role. For any candidate with one or more years of supervisory experience, this is highly preferred.

Experience providing training and/or educational instruction preferred.

Experience with compliance initiatives and auditing preferred.

Valid CPR/FA certification required (provided upon hire as needed).

Valid SCIP certification required (provided upon hire as needed).

Valid AMAP certification required (must be obtained within 120 days of hire).

Valid G-Tube and Insulin certifications required for specific OPWDD programs (must be obtained within 120 days of hire if needed).

Proficient computer skills with the ability to learn and use various applications.

Functional proficiency in spoken and written English.

Demonstrated competency in all state, local, and federal regulations and agency policies relevant to the operation of all certified/uncertified agency locations.

Knowledge of applicable OPWDD regulations regarding residential services.

Must be efficient, well organized, and have excellent communication and interpersonal skills.

Ability to problem-solve and address conflicts and concerns within assigned program(s).

Effective decision-making and time management skills.

Demonstrated ability to work in a team environment with flexibility, keeping others informed and anticipating needs is essential.

Ability to be on call.

Ability to work a flexible schedule based on needs of the program, including evenings, weekends, and holidays as needed.

Valid driver's license and satisfy criteria to be an agency driver required.

Ability to work a standard, full-time schedule of five (5) days per week and eight (8) hours per day.

This role is performed in-person at the residential program sites with travel between FREE and community locations required.

Employee is required to sit, walk, and stand for prolonged period of time (at least 8 hours).

Employee is required to effectively communicate both verbally and in writing.

Employee is required to operate standard office equipment such as computers, phones, photocopiers, fax and filing cabinets.

Employee is required to reach with hands and arms.

Employee is required to bend, stoop, kneel, crouch or stand on a stool as needed.

Employee is required to be able to lift 50 pounds at a time.

Employee might be required to lift/move light items.

Notwithstanding the above listed physical requirements of this position, FREE will provide reasonable accommodations to allow employees to perform the essential functions of the position, provided such reasonable accommodations do not cause undue hardship on FREE.