Director of Operations

Overview

For more than 170 years, Elwyn has been leading the way in supporting children, teens, and adults with autism, intellectual and developmental disabilities, and behavioral health challenges. As a mission-driven nonprofit, we're here to create real change – helping people lead meaningful, fulfilling lives.

About the Role

Elwyn seeks a Director of Operations to provide strategic leadership and oversight for clinical and operational functions across multiple program areas. This role ensures compliance with regulatory standards, agency policies, and quality benchmarks while driving excellence in service delivery. The Director is responsible for supervising program directors and key staff, managing budgets, monitoring productivity, and maintaining accurate medical records. Additional responsibilities include leading recruitment efforts, implementing staff training and development, overseeing quality assurance initiatives, and fostering strong relationships with families, community partners, and funding sources. Acting as the primary liaison to senior leadership, the Director coordinates daily operations, supports new program development, and ensures a safe, efficient, and client-centered environment of care.

Leadership and Supervision

• Provide overall clinical and operational direction for assigned program areas
• Supervise and provide formal monthly supervision (minimum two hours per person per regulatory requirements) and as-needed supervision to: Directors and Program Directors, Administrative Coordinators, and Nurse Practitioners
• Conduct quarterly supervision for secondary reports, including team-level staff
• Ensure on-call staff supervision is available for crisis intervention and consultation

Program Oversight and Compliance

• Ensure all programs comply with agency policies, funding source requirements, and applicable regulations
• Monitor census and productivity for all programs weekly
• Review charts monthly and participate in quarterly chart audits
• Ensure completion of safety checklists, emergency preparedness drills, and fire drills by due dates; review safety documentation monthly
• Conduct monthly walk-throughs of all residential and supported living sites to assess safety and environment of care, including client funds review
• Oversee medical records management processes for compliance with Medicaid and other payer requirements

Financial Management

• Assist in maintaining monthly and annual budgets for all programs
• Review financial reports monthly
• Participate in revenue cycle meetings every other week; review denial sheets and collaborate on resolution

Quality Assurance and Training

• Attend and actively participate in quality improvement, leadership, risk management, and management team meetings
• Track and manage compliance for employee enrollment; troubleshoot issues as needed
• Review training compliance monthly and distribute reports
• Develop and implement staff orientation and training programs; manage student training
• Provide continuous quality assurance activities and update policies as needed

Clinical Responsibilities

• Attend clinical meetings across programs monthly
• Conduct clinical reviews of client meetings and assessments as needed
• Daily review and close incidents in electronic health record system; review and sign treatment plans

Recruitment and Staffing

• Lead weekly recruitment meetings; assist with interviews for leadership and clinical positions, and as needed for direct care staff
• Direct and assign work tasks, manage performance, and ensure adherence to policies
• Provide supervision in areas including recruitment, selection, coaching, training, performance management, and disciplinary actions

Communication and Reporting

• Serve as primary point of contact for Regional Director regarding daily operations
• Provide regular status reports and communicate operational updates
• Participate in meetings related to new initiatives and program development
• Maintain communication with oversight agencies and review all incident entries
• Attend quarterly employee engagement meetings

Community Engagement

• Develop and maintain relationships with families, social service agencies, funding sources, and community stakeholders
• Engage in community activities to market program services

Qualifications

• Master's degree in social work, psychology, rehabilitation, counseling, or education
• At least 3 years of direct mental health care experience
• 5+ years experience in a leadership role
• Clinical license required
• Demonstrated ability in recruiting and staffing, including fair and systematic evaluation procedures
• Strong decisiveness and ability to make timely, informed decisions
• Experience in quality improvement, including assessment of care, documentation, outcomes, and risk management
• Professional expertise in mental illness and co-occurring disorders, including behavioral aspects and medications; skilled in crisis intervention techniques
• Ability to develop others through delegation, coaching, and capability-building
• Excellent oral and written communication skills
• Ability to build and maintain collaborative relationships internally and externally
• Proven experience in managing performance, setting goals, tracking progress, and addressing issues promptly
• Strong organizational and time management skills to meet deadlines and achieve objectives efficiently