Community Living Operations Manager

DIVISION: Community Living REPORTS TO: VP of Community Living

SUPERVISES: 5-15

EXEMPTION STATUS: Exempt The Community Living Operations Manager plays a critical senior leadership role in ensuring BHA’s 24/7 residential programs operate safely, effectively, and with excellence. This role serves as the essential second layer of leadership between the Vice President and Program Managers and is responsible for translating strategy into execution. Grounded in BHA Community Living Core Values—Dignity First, Person-Centered Living, Connected Community, Whole-Person Support, Empowerment Through Daily Life, Integrity in Action, Collaborative Teamwork, and Consistency and Compassion—the Operations Manager leads with urgency, ownership, and accountability. This is not a passive or administrative role. The Operations Manager is a hands‑on operator, systems builder, and people leader who anticipates problems, implements solutions, and drives continuous improvement. The OM sets the operational standard for Community Living and ensures Program Managers, maintenance nursing and scheduling are supported by strong, repeatable systems that result in high‑quality care, staffing stability, regulatory compliance, and financial sustainability. The Operations Manager champions BHA’s ABA‑informed model of care, ensuring operational systems, leadership decisions, and daily practices align with evidence‑based behavioral principles and support high‑fidelity clinical implementation.

QUALIFICATIONS

Education & Experience: Bachelor’s degree in Educational or Organizational Leadership, Business Management, Healthcare Administration, Social Work, Behavioral Health, or a related field required. Master’s degree preferred. Minimum of 5-7 years of progressive leadership experience in operations (residential services, healthcare, behavioral health, hospital operations, crisis services, or similar). Management in 24/7 operations preferred. Demonstrated success in leading teams, managing operational systems, and fostering a culture of accountability and collaboration. Experience managing high-risk environments, staffing volatility, and regulatory requirements. Experience with HCBS, DMH, Medicaid-funded services, or regulated residential settings strongly preferred.

SKILLS & COMPETENCIES

Valid driver’s license meeting transportation requirements (Missouri Class E, out-of-state equivalent, or CDL with Passenger/School Bus endorsement). Strong leadership presence with an ownership mentality. Systems-focused thinker with the ability to design and implement scalable processes. Innovative problem-solver who challenges outdated practices. High accountability and follow-through. Ability to lead calmly and decisively in high-pressure situations. Strong interpersonal and communication skills. Organizational and time management proficiency. Emotional resilience and professionalism in high-pressure situations. Strong leadership, organizational, and time management skills. Excellent verbal and written communication abilities. Knowledge of crisis management, safety, and compliance standards. Ability to handle high-pressure situations with professionalism and composure. Proficiency in Microsoft Office and operational data management systems.

KEY RESPONSIBILITIES

DIGNITY FIRST

Ensure residential operations consistently uphold dignity, safety, and respect for all individuals served. Proactively identify and correct environmental, staffing, or systemic issues that compromise quality of life. Model trauma-informed, respectful leadership in all settings.

PERSON-CENTERED OUTCOMES

Ensure operational systems support individualized, person-centered supports. Partner with Program Managers to align daily routines, staffing, and environments with individual needs. Partner with the nursing team to ensure proper medical care. Monitor operational practices to ensure they enhance—rather than hinder—individual outcomes. Ensure operational practices support the consistent implementation of ABA-based behavior support and skill-building programming. Align staffing patterns, routines, and environments with clinical intent and evidence-based behavioral strategies.

CONNECTED COMMUNITY

Foster strong, trust-based relationships with families, guardians, case managers, funders, and regulators. Anticipate stakeholder concerns and address them proactively. Serve as a visible ambassador and escalation point for complex or high-risk situations. Actively represent BHA in the community. Develop positive relationships with neighbors, city officials, municipalities, and the DD/behavioral health community. Proactively address zoning, neighborhood, and community concerns.

WHOLE PERSON SUPPORT

Ensure homes are staffed, trained, and equipped to meet behavioral, medical, and emotional needs. Collaborate with Clinical, Nursing, and SRC teams to ensure comprehensive, coordinated care. Identify trends impacting safety or well-being and implement preventive strategies. Partner closely with the Lead BCBA and Clinical team to support high-fidelity implementation of BSPs, programming, and behavior support strategies. Ensure operational decisions reinforce, not undermine, clinical and behavioral interventions.

EMPOWERMENT THROUGH DAILY LIFE

Ensure operational systems support meaningful daily routines, community engagement, and independence-building opportunities. Hold Program Managers accountable for consistent implementation of programming and activities.

INTEGRITY IN ACTION

Model ethical, transparent, and accountable leadership at all times. Ensure accurate documentation, incident reporting, and compliance with all BHA and regulatory standards. Lead corrective action planning and follow-through when standards are not met. Hold Program Managers accountable for operational practices that support clinical fidelity, behavioral consistency, and evidence-based care delivery.

COLLABORATIVE TEAMWORK

Directly supervise, coach, and develop Program Managers as strong operators and people leaders. Set clear expectations and hold Program Managers accountable for staffing, training, documentation, and culture. Partner with Maintenance, Nursing, HR, Training, Clinical, and SRC teams to ensure alignment and execution. Serve as a visible champion of ABA principles, reinforcing their importance in leadership conversations, operational decisions, and staff expectations. Model belief in evidence-based behavioral practices and align ABA principles with BHA’s mission, vision, and core values.

CONSISTENCY AND COMPASSION

Build and maintain structured, reliable systems that support 24/7 operations. Ensure staffing coverage, shift accountability, and on-call processes function consistently. Reinforce predictable routines and expectations across all homes.

OPERATIONAL LEADERSHIP & SYSTEMS OWNERSHIP

Own the operational performance of all assigned homes 24/7. Design, implement, and continuously improve systems for: Staffing coverage and shift accountability Onboarding and training execution Documentation accuracy and timeliness Incident prevention and response Communication and escalation pathways Conduct regular field-based audits and operational reviews to identify gaps before they escalate. Design and maintain operational systems that support consistency, reinforcement, predictability, and data-driven improvement in alignment with ABA principles.

STAFFING, TRAINING & WORKFORCE STABILITY

Ensure real-time visibility into staffing coverage, training completion, and compliance. Partner with HR and Training to align staffing pipelines with operational needs. Analyze turnover trends, identify root causes, and implement retention strategies. Ensure Program Managers are actively engaged in onboarding and training—not delegating ownership.

COMPLIANCE, RISK & QUALITY ASSURANCE

Ensure all homes remain audit‑ready at all times. Monitor compliance with DMH, HCBS, Medicaid, and internal standards. Identify risk trends and implement preventive systems. Lead internal reviews following incidents or compliance concerns.

FINANCIAL & RESOURCE MANAGEMENT

Partner with the Vice President to manage budgets, staffing costs, and overtime. Identify efficiencies without compromising quality or compliance. Understand and manage the financial impact of operational decisions.

ON-CALL & 24/7 LEADERSHIP

Participate in on-call rotation and provide decisive leadership during crises. Ensure Program Managers understand escalation protocols and expectations. Serve as a calm, directive presence during high-pressure situations.

OTHER DUTIES

Conduct staff training, supervision, and performance evaluations as assigned. Participate in on-call rotations for behavioral crisis response. Complete all documentation, billing, and reporting requirements in accordance with BHA and regulatory guidelines. Uphold BHA’s mission and values in all work performed. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, responsibilities or activities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

FITNESS FOR DUTY / MEDICAL EVALUATION (JOB-RELATED)

BHA may require a job-related fitness-for-duty evaluation consistent with applicable law when there is a reasonable concern that an employee may be unable to safely perform the essential functions of the role (including driving, medication administration, crisis response, and continuous supervision), or as part of return-to-work clearance following certain leaves or incidents.

ACCESS TO PHI

The employee may have access to Protected Health Information (PHI). Employees must always protect the confidentiality of all client information. This includes adhering to all BHA policies and all applicable state and federal regulations regarding Protected Health Information (PHI). Sharing, discussing, or disclosing PHI in any form—verbal, written, electronic, or visual—is strictly prohibited unless explicitly authorized and required for job duties.

EQUAL EMPLOYMENT

Equal Opportunity is and shall be provided for all employees and applicants for employment based on their demonstrated ability and competence without unlawful discrimination based on their race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, protected veteran status, or any other status protected by applicable state or federal law. This policy shall not be interpreted so as to violate the legal rights of religious organizations or the recruiting rights of military organizations associated with the Armed Forces or the Department of Homeland Security of the United States of America.

ADA STATEMENT

To perform this job successfully, an individual must be able to satisfactorily perform each essential job duty. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

ACCOUNTABILITY/IMPACT

Errors in judgment or mistakes could cost the organization loss of revenue, loss of clients, and/or negatively impact BHA’s reputation.

BHA COMMUNITY LIVING CORE VALUES

1. DIGNITY FIRST

We honor the inherent worth and lived experience of every individual. In our homes, everyone deserves to feel physically and emotionally safe, respected, and empowered — no matter their story, identity, ability, or need. We approach every interaction with empathy, understanding that healing begins with dignity.

2. PERSON-CENTERED LIVING

Every voice holds value. We co-create daily routines, supports, and community experiences around the unique goals, preferences, and strengths of each individual. We listen without judgment, promote autonomy, and uphold each person's right to self-determination in their healing and growth.

3. CONNECTED COMMUNITY

Healing happens in connection. We nurture a strong sense of belonging — within our homes and in the wider community. Through inclusive relationships and supportive environments, we help individuals rebuild trust, form healthy attachments, and feel seen, heard, and valued.

4. WHOLE-PERSON SUPPORT

We support the emotional, physical, behavioral, spiritual, and social well-being of every individual. Recognizing the impact of trauma, we use responsive, person-centered approaches to promote resilience, regulation, and recovery. Our care is comprehensive, compassionate, and always guided by respect.

5. EMPOWERMENT THROUGH DAILY LIFE

Every moment offers an opportunity to grow. From morning routines to community outings, we foster a safe space where individuals can build confidence, gain independence and feel successful. We celebrate progress — big and small — and support self-expression, choice, and state path.

6. INTEGRITY IN ACTION

We lead with transparency, honesty, and respect. We build trust through consistent actions, uphold professional and ethical standards, and repair harm when trust is broken. Doing what’s right — especially when it’s hard — is essential to creating environments that feel safe and healing.

7. COLLABORATIVE TEAMWORK

We believe in shared strength. Our trauma-informed teams work in partnership — with one another and with those we serve — through open communication, mutual respect, and a shared commitment to healing. We learn together, grow together, and show up for each other with humility and care.

8. CONSISTENCY AND COMPASSION

We know that safety begins with predictability. Through consistent routines, reliable support, and compassionate care, we help individuals feel secure, respected, and emotionally grounded. Our calm, kind presence creates a foundation for trust, growth, and connection.

TRAINING AND DEVELOPMENT

Required company trainings. Trainings deemed necessary by supervisor. #J-18808-Ljbffr Behavioralhealth