Residential Services Coordinator

Position Summary The Residential Services Coordinator oversees the daily coordination, quality, staffing support, and service follow-through for individuals receiving residential and Homemaker Personal Care, known as HPC, services through Creative Options. This role is responsible for helping ensure individuals receive safe, respectful, person-centered support in home, family home, residential, and community settings. The Residential Services Coordinator provides leadership and support to DSPs assigned to residential or HPC services. This role helps ensure staff understand individual needs, service plans, routines, personal care expectations, documentation requirements, safety procedures, communication expectations, and household or community-based support needs. This position requires strong organization, follow-through, communication, boundaries, and judgment because services may occur in individualized settings with less direct onsite supervision. Primary Responsibilities Coordinate daily residential and HPC service operations as assigned. Help ensure individuals receive safe, person-centered, respectful, and consistent support. Support DSPs in understanding individual service plans, routines, personal care needs, household expectations, behavior support strategies, health and safety needs, and documentation expectations. Monitor staffing needs, schedule gaps, call-offs, coverage concerns, and day-to-day service issues. Help coordinate individual appointments, errands, routines, household needs, community participation, and service-related follow-up as assigned. Address immediate concerns related to individuals, staff, families, guardians, providers, household needs, health and safety, personal care, transportation, or documentation. Communicate concerns, patterns, and unresolved issues to the Executive Director. Help ensure DSPs maintain professional boundaries in home, family home, residential, and community settings. Support consistency in individualized services while respecting each person’s preferences, routines, and needs. Assist with supplies, forms, household communication, documentation tools, and service materials as assigned. Support a positive, professional, person-centered residential and HPC service culture. Leadership / Supervision Responsibilities Directly supervise DSPs assigned to residential or HPC services, unless otherwise designated by the Executive Director. Provide day-to-day leadership, coaching, direction, and support to residential and HPC staff. Help onboard, train, and support staff in individual routines, home expectations, personal care needs, documentation requirements, boundaries, and safety procedures. Monitor staff performance, professionalism, attendance patterns, follow-through, communication, documentation quality, boundaries, and service consistency. Address minor concerns through coaching, clarification, and follow-up. Elevate serious or repeated concerns to the Executive Director. Help create staff accountability while maintaining a respectful and supportive team culture. Participate in hiring, corrective action, or performance review processes as assigned by the Executive Director. Support DSPs in understanding the importance of confidentiality, boundaries, consistency, and person-centered support in individualized settings. Documentation / Compliance Responsibilities Ensure required residential and HPC documentation is completed accurately and on time. Review documentation for missing information, late entries, incomplete notes, recurring errors, or service concerns. Follow up with staff regarding documentation concerns or corrections. Ensure incidents, unusual events, injuries, behavioral concerns, health concerns, medication-related concerns, personal care concerns, household concerns, transportation concerns, and safety issues are reported and documented appropriately. Help ensure staff follow service plans, behavior support plans, personal care expectations, supervision requirements, household expectations, transportation procedures, and agency procedures. Maintain organized records, forms, checklists, schedules, contact information, service documentation, and other required materials. Support audit readiness by keeping residential and HPC documentation and records organized. Communicate documentation or compliance concerns to the Executive Director. Communication Responsibilities Communicate professionally with individuals served, families, guardians, DSPs, leadership staff, providers, SSA/team members, and community members as appropriate. Keep the Executive Director informed of important residential or HPC updates, staffing concerns, individual concerns, documentation issues, health and safety concerns, household concerns, transportation concerns, and unresolved problems. Share clear expectations with DSPs regarding individual routines, service plans, personal care expectations, documentation, boundaries, supervision, transportation, and communication. Respond to family, guardian, provider, or team questions appropriately and elevate concerns when needed. Communicate schedule changes, staffing needs, supply needs, appointment updates, transportation concerns, individual changes, and household needs in a timely manner. Promote respectful, solution-focused communication among residential and HPC staff. Maintain confidentiality and use professional judgment when sharing information. Required Skills & Strengths Strong leadership, organization, and follow-through. Ability to supervise staff while maintaining professionalism and respect. Strong understanding of person-centered supports, personal care, boundaries, and individualized service settings. Good judgment in handling staff, individual, family, guardian, provider, health and safety, transportation, and household concerns. Ability to manage multiple individualized service needs, schedules, staff assignments, and follow-up tasks. Strong communication and problem-solving skills. Ability to coach staff, clarify expectations, and address concerns appropriately. Ability to remain calm and solution-focused during stressful or unexpected situations. Strong attention to documentation, compliance, safety, and confidentiality. Ability to build a positive team culture while maintaining accountability. Ability to respect individual preferences, home environments, and family dynamics. Ability to maintain boundaries and help staff understand role expectations in home and residential settings. Experience / Qualifications High school diploma or equivalent required. Associate or bachelor’s degree preferred; human services, social work, healthcare, education, business, or related field preferred. Experience supporting individuals with developmental disabilities preferred. Experience in residential services, Homemaker Personal Care, caregiving, healthcare, supervision, case coordination, or human services preferred. Previous leadership, lead staff, or supervisory experience preferred. Must complete required onboarding, training, background checks, and compliance requirements. Valid driver’s license required. Must maintain a good driving record and remain eligible to drive under Creative Options standards and applicable Ohio requirements. Individuals with 6 points or more on their driving record are not permitted to drive for Creative Options. Must be comfortable supervising staff and supporting individuals in home, family home, residential, and community-based settings. Must be comfortable addressing personal care, household, family, guardian, health and safety, and individualized service concerns. Success Measures A successful Residential Services Coordinator: Keeps residential and HPC services operating safely, consistently, and respectfully. Ensure individuals receive person-centered support that reflects their needs, preferences, routines, and service plans. Provides clear direction and support to DSPs assigned to residential and HPC services. Maintains appropriate staffing coverage, communication, documentation, and follow-up. Addresses concerns promptly and elevate serious or repeated issues appropriately. Ensure documentation is completed accurately and on time. Supports staff accountability while maintaining a positive team culture. Communicate effectively with individuals, families, guardians, staff, leadership, providers, and team members. Help maintain professional boundaries, confidentiality, and consistency in individualized service settings. Helps identify and resolve health, safety, household, personal care, staffing, and documentation concerns. Growth Path / Notes The Residential Services Coordinator role may grow into a larger leadership role as Creative Options expands residential and HPC services. Future growth may include responsibility for additional staff, additional individuals served, more complex residential settings, additional lead roles, or future director-level roles. As the organization grows, some responsibilities may later be supported by additional roles such as Residential Director, QA/Compliance Specialist, Training Coordinator, Office Specialist, Transportation Coordinator, or HR/Recruiting support. For now, this role is intended to provide direct leadership and daily operational oversight for assigned residential and HPC services.