Residential Operations Liaison

Summary Job Description:

The Residential Operations Liaison supports the daily operational coordination, communication, and consistency of Residential Services within the Residential Treatment Center. Serving as a resource to Residential leadership and direct-care staff, the Liaison promotes effective communication, operational organization, timely follow-up, and adherence to established residential practices, agency expectations, and regulatory requirements.

The Liaison maintains a visible presence throughout residential units and assists with monitoring daily operations, tracking operational concerns, facilitating communication, reviewing documentation for completeness, supporting regulatory readiness efforts, and coordinating follow-up activities. Through ongoing observation, information gathering, and collaboration with residential and interdisciplinary teams, the Liaison helps identify operational needs, communicate concerns, and support efforts to maintain safe, organized, and effective residential services.

The position may provide operational coordination, special project support, and temporary administrative assistance during staff absences, organizational initiatives, regulatory preparation activities, or other operational needs as assigned.

This position does not provide direct supervision of residential staff, conduct employee evaluations, administer discipline, perform formal Quality Assurance audits, evaluate clinical services, or assume the responsibilities of Residential leadership positions.

About St. John’s

Founded in 1826 as a home for orphaned children, St. John’s has evolved into a nonprofit social services agency providing residential care to New York City youth involved in the child welfare and juvenile justice systems. We offer holistic, trauma-informed support to young people up to age 21.

Our main campus in Rockaway Park, Queens, houses a Residential Treatment Center, Close to Home Non-Secure Placement programs, administrative offices, clinical services, and an on-site NYC Department of Education school. We also operate a Non-Secure Detention residence in Richmond Hill and Limited Secure Placement programs in Brooklyn and Staten Island.

St. John’s is dedicated to helping youth heal, grow, and build the skills they need to achieve their goals and return to family or a stable, supportive environment as engaged members of their communities.

Principle Responsibilities

Residential Operations Support

• Maintain a visible and consistent presence throughout residential units.

• Conduct routine unit walk-throughs to observe residential operations, daily activities, resident engagement, environmental conditions, and general unit functioning.

• Monitor implementation of established schedules, routines, transitions, meals, recreation, programming activities, and bedtime routines.

• Communicate observed operational concerns, inconsistencies, or barriers to appropriate supervisors and residential leadership.

• Track identified concerns and support follow-up efforts to promote timely resolution.

• Assist with coordination of operational initiatives designed to improve consistency and effectiveness across residential units.

Documentation and Operational Monitoring

• Review residential documentation, logs, checklists, and reports for completeness and timely submission.

• Identify missing, incomplete, or outstanding documentation and notify appropriate staff and leadership.

• Assist with tracking incident reports to ensure required documentation and follow-up activities are completed.

• Monitor recurring operational concerns and communicate trends to residential leadership.

• Maintain tracking systems related to documentation, incidents, operational concerns, and follow-up activities.

• Support departmental readiness efforts related to regulatory reviews, accreditation activities, and agency requirements.

Facility and Environmental Coordination

• Conduct routine observations of residential environments, including resident bedrooms, common areas, recreational spaces, and staff work areas.

• Identify maintenance, environmental, organizational, housekeeping, or safety concerns requiring attention.

• Communicate identified concerns to appropriate departments and track progress toward resolution.

• Assist in maintaining a safe, clean, organized, and welcoming residential environment.

• Maintain operational tracking tools and unit readiness reports as assigned.

Staff Resource and Communication Support

• Serve as an operational resource to residential staff regarding established routines, procedures, and operational expectations.

• Assist with orientation and onboarding activities for new residential employees as assigned.

• Provide information and clarification regarding residential processes, documentation practices, and operational procedures.

• Communicate observed training needs, operational barriers, and recurring concerns to supervisory staff.

• Facilitate communication between frontline staff and residential leadership regarding operational matters.

Operational Tracking and Continuous Improvement

• Maintain tracking systems for operational concerns, corrective actions, projects, and follow-up activities.

• Compile operational information and data for leadership review.

• Identify recurring trends or patterns affecting residential operations and communicate findings to leadership.

• Assist with implementation and follow-up of operational improvement initiatives.

• Support efforts to address concerns proactively before they develop into significant operational, safety, staffing, or compliance issues.

Interdisciplinary Collaboration

• Collaborate with Residential leadership, Unit Managers, Shift Supervisors, Youth Development Counselors, clinical staff, recreation staff, social services, maintenance/facilities personnel, and other departments as appropriate.

• Participate in residential, operational, and interdisciplinary meetings as assigned.

• Support communication and coordination among departments to promote continuity of care and effective residential operations.

• Assist with special projects and departmental initiatives that support organizational goals and operational effectiveness.

Required Qualifications and Experience

• Associate's degree required; Bachelor's degree in Human Services, Social Work, Psychology, Criminal Justice, Business Administration, Healthcare Administration, or a related field preferred.

• Two to four years of experience in residential treatment, child welfare, behavioral health, human services, or a related setting.

• A valid New York State driver’s license in good standing.

• Experience working in a residential, congregate care, or youth-serving environment preferred.

• Strong organizational, communication, and problem-solving skills.

• Ability to monitor and track operational activities, documentation, and follow-up items.

• Ability to communicate effectively with direct-care staff, supervisors, managers, and interdisciplinary team members.

• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.

• Ability to maintain reports, tracking systems, and operational records.

• Ability to work independently while managing multiple priorities.

Preferred Qualifications

• Bachelor's degree in a related field.

• Familiarity with residential treatment, child welfare, OCFS, ACS, Justice Center, COA, or other regulatory requirements.

• Experience supporting operational, compliance, quality-improvement, or accreditation activities.

• Experience assisting with staff onboarding, training coordination, or program support activities.

• Knowledge of trauma-informed care and residential treatment practices.

Salary Range

The salary range for this role is $50,000 to $55,000 with a comprehensive benefits package. Pay rate will be commensurate with knowledge and experience.

Travel Requirements

This position offers a full-time, in person schedule and is based in Far Rockaway and may require travel to other locations when needed.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by the incumbent in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of a person in this position.

Diversity, Equity, Inclusion and Belonging Statement

With more than 250 years of combined experience, Little Flower Children and Family Services of New York and St. John’s Residence for Boys have a long-standing history of serving children, youth, adults and families of color. Our mission, vision and values are grounded in elevating the shared humanity of every staff member, community partner and those with whom we engage. We recognize that our DEIB work is continuously evolving as we strive for equity and inclusion for individuals of all races, ethnicities, genders, sexualities, ages, abilities, religions and lived experiences.

Accessibility

Some job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may be designed to protect the safety and health of the employee, their fellow employees and the individuals being served and may therefore exclude some individuals.

Equal Employment Opportunity Statement

St. John’s Residence for Boys provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other legally protected group status.