Residential Operations Support Manager

Position Summary:
The Residential Operations Manager is responsible for supporting the overall daily operations and quality of the Residential Department during the second/evening shift (4:00 PM – 12:00 AM) and managing and supervising Residential PRN staff. This position ensures PRN staff are appropriately scheduled, supported, trained, and held accountable to agency expectations.

The Residential Operations Manager provides onsite oversight across residential locations, conducts house inspections and staff observations, reviews THERAP documentation, monitors staff performance, provides mentoring and hands-on support to Direct Support Professionals (DSPs) and similar roles, and works collaboratively with Residential Directors, Residential Coordinators, QIDPs, House Managers, and other members of the residential team.

The position serves as a resource to residential leadership and staff by identifying operational needs, addressing concerns, supporting quality improvement efforts, and promoting consistent, person-centered services throughout the Residential Department.

Essential Duties and Responsibilities:

Residential Operations and PRN Staff Management

- Manage and supervise all Residential PRN staff employees.

- Develop and maintain schedules for PRN staff based on residential staffing needs.

- Assign PRN staff to residential locations based on staffing requirements, individual support needs, staff competencies, and operational priorities.

- Respond to staffing call-outs and assist with securing appropriate coverage.

- Monitor PRN staff attendance, punctuality, dependability, and performance.

- Review and approve PRN staff timecards for accuracy and completeness.

- Address attendance, performance, conduct, and scheduling concerns in a timely manner.

- Provide feedback and recommendations to Residential leadership regarding PRN staff performance.

- Assist with onboarding and orientation of new PRN staff.

- Maintain awareness of staffing needs across Residential locations and assist leadership with identifying coverage concerns.

Residential Quality Monitoring

- Conduct routine and unannounced onsite visits to Residential locations.

- Develop, implement, and maintain standardized house inspection forms and quality monitoring tools.

- Conduct house inspections to monitor safety, cleanliness, organization, and compliance with agency expectations.

- Observe staff interactions with people supported and provide coaching and feedback as appropriate.

- Monitor staff adherence to person-centered practices, dignity, safety, and established support expectations.

- Identify concerns and communicate findings to the appropriate Residential leadership.

- Follow up on identified concerns to ensure corrective action has been completed.

- Maintain documentation of inspections, observations, follow-up, and quality improvement activities.

Staff Mentoring and Hands-On Support

- Provide onsite mentoring and hands-on support to DSPs.

- Model appropriate staff practices and professional interactions.

- Assist DSPs with understanding and implementing agency procedures and expectations.

- Provide coaching when staff performance or service delivery concerns are identified.

- Support staff in developing effective approaches to meeting the needs of people supported.

- Identify staff training needs based on observations, documentation reviews, and performance concerns.

- Provide or coordinate training as needed.

THERAP and Documentation Review

- Read and review THERAP documentation daily.

- Assist with training to maintain compliance with required documentation and service standards.

- Support follow-up related to documentation deficiencies.

Communication and Team Relationships

- Maintain effective working relationships with all members of the Residential Department.

- Communicate regularly with Residential Directors, Residential Coordinators, QIDPs, House Managers, and DSPs.

- Serve as an operational resource for residential teams and PRN staff.

- Communicate staffing concerns, service delivery concerns, safety concerns, and other issues promptly.

- Participate in Residential Department meetings, quality improvement activities, and staff training as assigned.

- Promote a positive, collaborative, and accountable work environment.

Compliance and Quality Assurance

- Support compliance with agency policies, procedures, and applicable state and federal requirements.

- Assist with preparation for internal reviews, audits, and regulatory inspections.

- Monitor residential practices for compliance with health, safety, documentation, and service requirements.

- Assist with identifying trends, operational concerns, and areas for improvement.

- Ensure concerns requiring immediate attention are communicated to the appropriate leadership.

- Report suspected abuse, neglect, exploitation, misconduct, or other serious concerns in accordance with agency policy and applicable requirements.

- Maintain confidentiality of information related to people supported, employees, and agency operations.

Qualifications

Qualifications:

- High school diploma or GED required.

- Minimum of two years of experience working with individuals with intellectual and developmental disabilities.

- Previous experience in a residential service setting preferred.

- Previous supervisory, lead staff, mentoring, or staff training experience preferred.

- Knowledge of person-centered practices and residential service delivery.

- Strong verbal and written communication skills.

- Strong organizational and time-management skills.

- Ability to work independently and make sound decisions within established guidelines.

- Ability to use electronic documentation systems, email, scheduling systems, and other computer applications.

- Ability to maintain confidentiality and exercise sound judgment.

- Must meet agency requirements for background screening and required training.

- Valid driver's license and ability to travel between residential locations as required.

Preferred Qualifications

- Experience supervising DSPs or other direct service staff.

- Experience working in an ICF, CRCF, CTH, or similar residential setting.

- Experience with THERAP or comparable electronic documentation systems.

- Experience conducting inspections, observations, audits, or quality monitoring.

- Experience providing staff training and coaching.

- Knowledge of regulatory requirements applicable to residential services.

Supervision:

The Residential Operations Manager reports to the Lead House Manager.

Working Hours:

The Residential Operations Manager is expected to work a minimum of 40 hours per week, Monday through Friday, second shift, 4:00pm-12:00am. A minimum of every other weekend is required. The position requires flexibility based on operational and staffing needs and to respond to staffing shortages, call-outs, residential concerns, and operational needs.

Working Conditions:

The Residential Operations Manager works primarily in residential homes and community-based settings. Frequent travel between Residential locations is required. Work environments may be active, noisy, unpredictable, or involve individuals with significant support needs.

The Residential Operations Manager is expected to conduct themselves as an example for other staff and workers. They are expected to develop and maintain a cooperative working relationship with all Babcock Center personnel and leadership as well as with the public, other agencies, businesses, and industrial contracts.

Holiday, emergency, or extended work hours will be required based on operational needs.

Typical Physical Demands:

This position may be very active and requires sitting, standing, walking, bending, kneeling, stooping, pulling, pushing, and reaching. The employee must be able to lift and/or move items over 50 pounds. Must have manual dexterity sufficient to operate standard office machines. Must have normal range of hearing and vision.

Must have the ability to sit for periods of time while completing documentation and administrative responsibilities. Must have the ability to travel between multiple residential locations.

Must have the ability to safely provide hands-on support when necessary and within the employee's training and authorization.

Typical Mental Demands

Must be able to deal with stress associated with fast-paced work environment and multi-tasking. Formulate decisions and act upon them. Adapt to changing work situations. Grasp and apply new ideas. Communicate effectively with various personalities at all levels. Maintain confidentiality of all sensitive information.

Hazards/Potential Hazards:

Cleaning chemicals, ergonomic hazards: i.e. static postures, repetitive motion, trip hazards. Exposure to communicable illnesses, bodily fluids, and other biohazards. Potential exposure to aggressive, self-injurious, or unsafe behaviors from individuals supported. Vehicle-related hazards while traveling between locations. Stress related to staffing shortages, urgent operational concerns, and employee performance issues.

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions. Duties and responsibilities may be modified or assigned based on the operational needs of the Residential Department and Babcock Center.