Residential Operations Manager

POSITION OVERVIEW

Plans, manages, coordinates, and monitors the operation of the Comprehensive Residential Program, operating in the subsidiary InVision Customized Services.

About the role

Responsible for the overall support needs of people receiving residential services by ensuring implementation of systems to achieve regulatory compliance, preparedness and support of employees within their reporting structure, and high-quality services.

Responsibilities

• Implements, continuously reviews, and updates all programmatic and clinical systems to ensure InVision’s mission and philosophy are integrated into all aspects of services.
• Oversees the development and implementation of relevant support plans to ensure alignment with the company’s philosophical approach to service delivery.
• Ensures, through modeling, mentoring, monitoring, guidance and feedback, that program supervisors and behavior specialists’ approach to services are congruent with the needs, wants and desires of each person supported as well as with the policies and procedures of InVision Customized Services.
• Acts at all times in congruence with the mission of InVision Customized Services; is committed to the well-being of the people supported and program staff; is actively engaged in seeking out ways to improve the quality and effectiveness of services, consistent with established values and strategic objectives.
• Demonstrates commitment to service excellence and quality improvement.
• Creates and maintains effective interpersonal working relationships.

Licensing and Contractual Compliance

• Ensures the timely completion of applicable assessments and plans of service based upon their outcomes, including but not limited to all documents required by regulation and policy.
• Implements, monitors, and improves systems to ensure BSS, PS and other staff under their direction are supported, prepared, trained and confident in their ability to effectively fulfill all duties of their respective positions in alignment with the company’s policies, procedures, standard business practices, and philosophical approach to service delivery.
• Develops systems to ensure the review of approved support plans for accuracy of services, authorizations and units.
• Oversees processes to request additional services, ensure timely receipt of billing and resolution of problems when they occur.
• Ensures documentation submitted by the organization to outside entities (administrative entities, support coordination units, managed care companies) related to the support needs of the people we serve is respectfully and professionally presented, provides a holistic view of the people we support, describes behavioral trends and the meaning behind behavioral concerns and is in congruence with the organization’s philosophy and mission.
• Ensures that the program is operated in a safe, orderly and therapeutic manner, in accordance with regulations, corporate policies, procedures, standards and schedules.
• Ensures appropriate response to crisis situations and emergencies.
• Coordinates with other parties as needed in preparation for and response to licensure surveys/inspections; prepares related reports and if necessary, plans of correction in consultation with the Regional Director, Comprehensive Program Operations.

Administrative

• Addresses any concerns or formal grievances communicated by the people supported by the company and/or their representatives in accordance with InVision policies and procedures.
• Through collaboration, ensures a team approach is utilized involving internal and external stakeholders when determining the support needs of the individuals supported.
• Engages in effective communication by requesting, receiving and providing feedback to other members of the team, including but not limited to, direct support professionals, program specialists, behavior specialists, other managers, and program director.
• Interviews, selects, orients, and provides training to personnel who supervise employees; regularly reviews their competence and performance; provides opportunities and direction for professional growth.
• Affirms that relevant information is properly communicated to program staff through active and appropriate educational and in-service programs and other media as necessary.
• Maximizes staff performance by providing ongoing feedback, development, and training as needed.
• Counsels and coaches employees on performance issues.
• Conducts performance evaluations.
• Accepts ownership of and assures that relevant information, including but not limited to, senior management decisions, new initiatives, policies and procedures, is properly communicated to program staff.
• Provides guidance, manages perceptions, and ensures program staff understanding and compliance.

Financial Management

• Reviews and verifies financial documents including bi-weekly payroll reviews.
• Reports immediately any discrepancies related to the use of personal or company funds.
• Performs other duties as requested by the Program Director; attends and/or conducts meetings; prepares reports; completes surveys and forms as required.

Supervisory Responsibilities

• Supervises Program Supervisors within the program.
• Indirectly supervises program staff.