The Operations Manager implements, oversees and ensures that the services provided in the CRS program adhere to applicable regulations and that the services which are provided meet the needs of the individuals, according to the Individual Support Plan and are of high quality. The Operations Manager develops, completes, and/or oversees the completion of required program documentation, assesses individual needs, coordinates and secures services, trains and supervises staff, attends and leads meetings, communicates effectively with all team members, including family members, and ensures the continuous development and monitoring of programming and services to people for whom they are responsible.
DUTIES AND RESPONSIBILITIES:
Lead the recruitment, interviewing, hiring, onboarding, and retention of qualified staff to build a high-performing team focused on achieving ISP outcomes, maintaining program structure, and upholding client rights
Provide consistent supervision, coaching, and mentorship to staff through regular one-on-one supervision sessions, team meetings, and performance evaluations
Deliver timely and constructive feedback regarding employee performance, including recognition, corrective action, and disciplinary measures up to and including termination when necessary
Oversee and manage staffing schedules to ensure adequate coverage, continuity of care, and compliance with staffing ratios and program needs
Ensure Program Supervisors and staff adhere to all operational and regulatory requirements, including but not limited to safe practices, fire safety protocols, emergency preparedness, inspection readiness, vehicle safety and maintenance, HIPAA compliance, and financial policies
Conduct ongoing reviews of program operations to ensure adherence to organizational standards, policies, and procedures, and implement corrective actions as needed
Perform regular audits of physical sites, vehicles, medication administration records, and documentation to ensure compliance with licensing and accreditation standards, including the Licensing and Inspection Instrument (LII)
Maintain certification as a medication practicum observer and support medication administration oversight, including MAR reviews in accordance with established regulations
Manage and reconcile petty cash accounts, ensuring accurate tracking, documentation, and financial accountability across assigned locations
Provide oversight and support to the Program Specialist role, ensuring completion of required assessments, including initial 60-day assessments and annual reassessments
Ensure all assessments are updated to reflect changes in individual needs and shared with Supports Coordinators (SCs) and team members in a timely manner
Coordinate and participate in ISP development, revisions, and annual updates, ensuring all documentation is accurate, person-centered, and compliant
Ensure ISP meeting preparation requirements are met, including timely distribution of assessment documentation and invitation letters to team members
Attend ISP meetings, ensure completion of signature pages, and maintain accurate records within individual charts
Serve as plan lead when required, including full ISP development, coordination, and distribution in accordance with regulatory timelines
Review ISP content for accuracy and alignment with services provided, addressing discrepancies with SCs and documenting all communications
Oversee implementation of ISPs, including development of measurable outcomes and staff training to ensure effective execution
Monitor and evaluate services delivered to individuals, ensuring they meet identified needs and promote independence, dignity, and quality of life
Communicate changes in individual needs to the appropriate team members and coordinate necessary service adjustments
Ensure individuals are actively involved in reviewing their ISP and that services promote community inclusion and engagement
Verify that ISP outcomes are reviewed at least quarterly and that documentation supports progress toward goals
Complete required monthly and quarterly reviews, updating plans as needed and initiating reassessments when changes in needs occur
Maintain thorough documentation of ISP reviews, including signatures, dates, and distribution to team members
Coordinate training for direct support staff related to individual-specific health, safety, and support needs
Ensure the development and implementation of services that promote functional skill development, independence, communication, and personal growth
Facilitate opportunities for individuals to engage in meaningful community participation, including volunteer and civic activities
Develop and maintain Social Emotional Environmental Plans (SEEP) for individuals requiring behavioral or mental health supports, ensuring appropriate protocols are in place
Collaborate with interdisciplinary team members, including family members, medical professionals, Supports Coordinators, and other service providers to ensure comprehensive care
Oversee onboarding and orientation processes for new individuals, ensuring all health, safety, and service needs are addressed promptly
Ensure timely scheduling, attendance, and documentation of medical appointments and healthcare services
Manage individual finances responsibly, including budgeting, spending, reconciliation, and reporting in compliance with organizational policies
Lead meetings with Nurse Case Managers to review medical care, medications, and adaptive equipment needs
Respond effectively to challenging situations, including behavioral crises or communication barriers, utilizing trained intervention techniques
Oversee timekeeping processes, ensuring accuracy and compliance with payroll protocols
Report any policy violations or regulatory non-compliance promptly and take appropriate corrective action
Perform CPR, medication administration, and crisis intervention as required
Participate in on-call rotations and provide leadership support during emergencies or after-hours situations
Perform additional duties as assigned to support program operations and organizational goals
EDUCATION/EXPERIENCE/SKILLS REQUIREMENTS:
Associate's degree or 60 college credits plus 4 years of direct experience with individuals with intellectual disabilities
Bachelor's degree with 2 years of relevant experience (preferred)
Master's degree with 1 year of relevant experience
Alternatively, 7 years of supervisory experience in the field may substitute for formal education
Minimum of 1 year of supervisory experience required
Prior Program Specialist experience preferred
Strong leadership, supervision, and team development skills
Ability to work collaboratively and independently in a fast-paced environment
Knowledge of Pennsylvania Chapter 6100 regulations and Home and Community-Based Services (HCBS) requirements
Familiarity with Medical Assistance, Social Security, and healthcare systems preferred
Excellent organizational, time management, and multitasking abilities
Strong written and verbal communication skills
Proficiency in Microsoft Office and electronic health record systems
High level of attention to detail and sound judgment in decision-making
Ability to anticipate challenges and proactively implement solutions
Valid driver's license with
