Residential Services Director

Residential Services Director

The Residential Services Director provides leadership, supervision, and operational oversight for ERC's residential services. The Director ensures individuals receive safe, consistent, high-quality, person-centered supports aligned with their Person-Centered Service Plans (PCSPs), CES Waiver requirements, personal preferences, assessed needs, and ERC standards. The Director is accountable for residential DSP performance, staffing continuity, home operations, activity implementation, documentation quality, regulatory compliance, and the overall quality and consistency of daily supports.

Leadership, Supervision, and Staff Development

• Supervise, coach, mentor, and evaluate residential DSPs and other assigned staff.
• Conduct routine observations of employee performance in residential and community settings and provide timely, documented feedback.
• Address performance concerns through coaching, retraining, performance-improvement measures, and corrective action in accordance with ERC procedures.
• Participate in interviewing, selection, onboarding, orientation, and retention efforts for residential staff.
• Coordinate residential on-the-job training, monitor completion of competency checklists, and verify staff readiness before independent assignments.
• Ensure staff understand each individual's PCSP goals, behavioral supports, risks, health and safety needs, emergency procedures, and residential routines.
• Promote accountability, teamwork, professionalism, reliability, and person-centered support practices.

Staffing, Scheduling, and On-Call Leadership

• Oversee residential staffing schedules and coverage to maintain required support levels and continuity of services.
• Respond promptly to staffing gaps, call-ins, vacancies, and urgent coverage needs while managing overtime and agency resources responsibly.
• Monitor attendance, schedule adherence, and authorized work assignments and address concerns promptly.
• Participate in the residential on-call rotation and provide leadership direction during emergencies, after-hours concerns, and service disruptions.
• Communicate significant staffing risks and proposed solutions to the Senior Director of Operations.

Residential Operations and Home Environment

• Oversee daily operations of ERC residential homes and ensure appropriate staffing ratios and coverage.
• Monitor household routines, groceries, meal planning, supplies, transportation needs, and other operational requirements.
• Ensure homes are welcoming, clean, organized, safe, functional, comfortable, and appropriately supplied.
• Monitor furnishings, appliances, household supplies, accessibility features, and safety equipment; identify needed repairs and coordinate maintenance through completion.
• Support individuals in personalizing their living spaces and ensure routines respect choice, privacy, dignity, culture, and independence.
• Oversee medication-administration processes within the authorized scope of the position and ensure staff follow applicable procedures.
• Coordinate with appropriate agency departments regarding significant environmental, accessibility, transportation, or supply needs.

Person-Centered Supports

• Ensure DSPs consistently implement each individual's current PCSP goals, support instructions, assessed needs, preferences, and risk-mitigation strategies.
• Observe and coach employees on person-centered teaching, skill-building, and support techniques.
• Promote individual choice, dignity, privacy, independence, self-direction, and meaningful participation in household decisions.
• Monitor the quality and consistency of supports and implement corrective action when services do not meet expectations.
• Coordinate with appropriate members of the interdisciplinary team whenever an individual's needs, preferences, risks, health status, or circumstances change.

Residential Programming and Quality of Life

• Oversee meaningful evening and weekend activity schedules based on individual interests, preferences, needs, and PCSP goals.
• Ensure individuals have regular opportunities for recreation, socialization, community inclusion, skill development, and greater independence.
• Ensure DSPs incorporate independent-living skills into ordinary household routines and community experiences.
• Monitor the quality, variety, frequency, individualization, and documentation of residential and community activities.
• Collaborate with individuals served, residential staff, agency teams, and community partners when planning activities.
• Identify and address barriers that restrict an individual's participation, choice, access, or independence.

Documentation, Compliance, and Quality Improvement

• Review residential documentation for accuracy, completeness, timeliness, and consistency with services provided.
• Monitor compliance with CES Waiver requirements, PCSPs, ERC policies, health and safety standards, and applicable regulations.
• Identify documentation deficiencies and ensure prompt correction, coaching, and follow-up with responsible employees.
• Participate in internal and external audits, quality-assurance activities, incident reviews, and corrective-action planning.
• Monitor incident reports and ensure appropriate operational follow-up, staff support, and implementation of corrective measures.
• Use observations, documentation reviews, incidents, satisfaction feedback, and service trends to recommend and monitor improvements.
• Assess satisfaction and quality of life for individuals receiving residential services and elevate concerns to senior leadership.

Health, Safety, and Emergency Preparedness

• Monitor health, safety, and environmental conditions within each residence and address identified risks promptly.
• Ensure staff are trained on emergency, safety, incident-reporting, medication, and individual-specific procedures applicable to their assignments.
• Monitor completion of required drills and ensure follow-up actions are completed.
• Respond to residential emergencies and ensure required notifications, documentation, and corrective follow-up are completed.
• Coordinate with leadership and responsible departments when an issue requires additional clinical, administrative, maintenance, or service-planning support.
• Report suspected abuse, neglect, exploitation, or rights violations immediately in accordance with required procedures.

Communication and Interdepartmental Coordination

• Maintain regular communication with care coordination and other interdisciplinary partners to support continuity of care and service delivery.
• Collaborate with Transportation, day-program leadership, facilities, clinical supports, and other departments regarding residential needs and priorities.
• Communicate staffing, operational, service-quality, environmental, and safety concerns to the Senior Director of Operations.
• Maintain professional, timely, and solution-focused communication with employees, individuals served, families when appropriate, and internal and external partners.
• Participate in leadership meetings, person-centered planning meetings, staffing reviews, and other operational meetings as assigned.

Administrative and Fiscal Oversight

• Monitor residential supplies, staffing utilization, operational expenditures, and emerging program needs.
• Follow established approval processes before making financial commitments or authorizing unplanned expenses.
• Protect individual and agency resources and promptly report concerns involving funds, property, purchases, or documentation.
• Provide accurate operational updates, identify risks, and recommend practical solutions to senior leadership.

Minimum Qualifications

• High school diploma or equivalent required; bachelor's degree in human services, social services, psychology, rehabilitation, education, healthcare administration, management, or a related field preferred.
• Relevant experience supporting individuals with intellectual or developmental disabilities or working in residential, Waiver, behavioral-health, healthcare, or other human-services settings.
• Prior supervisory, team-lead, scheduling, training, or program-management experience strongly preferred.
• Working knowledge of person-centered services, confidentiality, incident reporting, documentation standards, and health and safety practices.
• Valid driver's license, acceptable driving record, and ability to meet ERC's transportation requirements.
• Ability to satisfy applicable background checks, registry checks, training, and other employment requirements.

Knowledge, Skills, and Abilities

• Ability to lead, coach, develop, and hold employees accountable while maintaining a respectful and supportive work environment.
• Strong organizational, scheduling, problem-solving, decision-making, and follow-through skills.
• Ability to interpret service plans, policies, procedures, and regulatory requirements and translate them into consistent daily practice.
• Effective written and verbal communication skills, including the ability to document objectively and communicate sensitive concerns professionally.
• Sound judgment and the ability to respond calmly and appropriately during emergencies, staffing challenges, and