Director of Operations

General Description The Director of Operations is responsible for the non-clinical operational leadership of the residential facility. This role oversees the daily management of key support departments, including Residential Support Staff (RSS), Front Desk/Administrative staff, as well as the main point of contact for facilities and kitchen operations. The Director of Operations ensures that the facility operates as a safe, efficient, and welcoming environment that meets all state licensing requirements and local safety codes.

Tasks & Responsibilities A. Essential Duties

1. Operations and Staff Management

• Directly supervise and evaluate the performance of the RSS/Direct Care team and Front Desk/Administrative personnel.
• Manage the 24/7 staffing schedule for RSSs to ensure mandatory client-to-staff ratios are maintained across all shifts, coordinating coverage for callouts and emergencies.
• Lead the onboarding and non-clinical training for all new hires, focusing on facility protocols, emergency response, and professional boundaries.

2. Facilities and Property Oversight

• Coordinate all required inspections (Fire Marshal, Health Department, and DHS Licensing) and ensure immediate correction of any noted deficiencies.
• Serve as the primary operational liaison with the Facilities Director to ensure all structural maintenance, physical plant operations, and environmental safety standards are consistently met.
• Serve as the primary contact for kitchen staff to support as well as problem solve barriers.

3. Regulatory Compliance and Safety

• Ensure the facility remains constantly "survey-ready" status according to state regulations and national accreditation standards.
• Implement the facility’s Emergency Preparedness Plan, including conducting and documenting regular fire and disaster drills.
• Oversee transportation, ensuring facility vehicles are maintained, and resident transport to appointments is handled safely and on schedule.
• Collaborate with the Clinical Director to ensure that operational workflows support the clinical treatment goals of the residents.

4. Administrative

• Maintain all administrative records, facility licenses, and non-clinical personnel files in accordance with state and federal laws.

B. Additional Duties

• Assists and covers other staff when necessary to maintain high productivity and efficiency in the department.
• As the company continues to grow, additional responsibilities that are essential for the department to be successful will be assigned accordingly.

C. Interpersonal Relations

• Create Meaningful Connections: Demonstrates the ability to function effectively as a part of a team. Use outstanding oral and written communication with employees at all levels of the business for support and sharing of information.
• Take Accountability: Take constructive feedback and prevent discourse among our peers.
• Live in the Solution: Critically thinking should be the solution when problems arise. Having the ability to accept constructive criticism well in an open and non-defensive manner.
• Be Professional: Wear business casual attire (please see dress code policy).

Competencies

• Strategic Planning & Execution
• Operational Leadership
• Process Improvement & Efficiency
• Budgeting & Financial Management
• Team Leadership & Development
• Performance Management
• Project Management
• Compliance & Risk Management
• Change Management
• Problem-Solving & Decision-Making
• Data Analysis & Performance Metrics

Performance Standards & Measurement

• Compliance with essential and incidental duties; compliance with company policies and procedures.
• Compliance with state and federal laws and regulations applicable to the business.

Equipment, Tools & Machines

• Use of computer, telephone, and other office equipment such as a printer and fax.
• Use of company network and email domain.

Working Conditions

• Air conditioned and well-illuminated office environment and outdoor environment.
• May have several responsibilities at once. Interaction with others is constant and can be interruptive.
• Work may be stressful at times due to high level workflow.
• Availability to work flexible hours including weekends, holidays, and evenings as required to comply with the purpose of the job and accommodate client needs.
• Participates in educational training, orientations, or compliance programs as needed to maintain competency.
• If you must leave your employment with our company, we request employees to give us at least 3 week resignation notice in writing.

Demands

• Enthusiastic self-starter operating with sustained energy and showing great initiative.
• Comfort working with a diverse base of support, including members, employers, providers, colleagues, community leaders, volunteers, non-profit organizations, vendors, etc.
• Excellent interpersonal and communication skills, including ability to read, write, spell in English legibly and without excessive grammatical or communication errors.
• Talk and hear both by person and by telephone; ability to speak clearly and effectively using proper grammar before patients, employees and business partners, among others.
• Excellent organizational skills.
• Accept constructive criticism well in an open and non-defensive manner.
• Ability to manage conflicting priorities. Ability to maintain a positive work ethic and a congenial attitude in the face of a high-pressure environment.
• Ability to function independently and flexibly.
• Ability to work under pressure, handle multiple tasks, and interruptions.
• Stand and walk for extended periods (often much of a shift)
• Move quickly throughout the facility in response to patient needs or emergencies
• Navigate stairs, hallways, and patient rooms frequently
• Lift, carry, push, or pull up to 25–50 pounds (e.g., supplies, patient belongings)
• Assist patients with mobility, including transferring, repositioning, or supporting ambulation
• Occasionally participate in physical interventions (e.g., therapeutic holds) in accordance with training and company policy
• Perform repetitive motions such as bending, reaching, kneeling, crouching, and grasping
• Handle equipment, medical supplies, and documentation tools
• Physically respond to crisis situations, which may include:
• Safely intervening during patient agitation or aggression
• Escorting or guiding patients within the facility
• Maintaining physical presence and awareness for prolonged periods

Qualifications

Education:

• Bachelor’s degree in healthcare administration, Business Management, or related human services field is required.

Experience:

• Minimum of five (5) years of experience in healthcare operations, with at least two (2) years in a supervisory role within a residential or 24-hour facility.
• Handling day-to-day operations within a residential or 24-hour facility.

Monday-Friday 8:30am-5:00pm