Manager of Residential Operations

Manager of Residential Quality and Operations

Job Overview

The Manager of Residential Quality and Operations oversees the quality, regulatory compliance, and daily operational effectiveness of AccessPoint RIs Residential Program, including licensed group residences, supported independent living arrangements, and in-home/community-based supports.

This position ensures residential services are safe, person-centered, consistent, and aligned with applicable Rhode Island regulations, licensing standards, organizational policies, and individual support plans. The Manager provides direct supervision to Residential Managers and establishes systems for monitoring service quality, identifying operational risks, implementing corrective actions, and sustaining improvements across residential locations.

The position works collaboratively with Quality, Nursing, Clinical Services, Human Resources, Finance, and senior leadership to strengthen accountability and ensure coordinated services.

Essential Duties and Responsibilities

Quality Assurance and Continuous Improvement

- Establish and maintain a consistent process for monitoring residential service quality through site visits, documentation reviews, operational audits, and feedback from individuals supported, families, and staff.

- Conduct scheduled and unannounced visits to assess service delivery, staff practices, environmental conditions, individual rights, health and safety, and implementation of support plans.

- Develop and monitor quality improvement plans with clear responsibilities, deadlines, and measurable outcomes.

- Identify recurring concerns across homes and implement program-wide improvements to policies, workflows, staff practices, and oversight.

- Track quality indicators, including documentation completion, incident trends, audit findings, training compliance, and corrective action completion.

- Provide regular reports to senior leadership on program performance, significant risks, and improvement priorities.

- Promote dignity, choice, community participation, and individual satisfaction throughout residential services.

State Regulations and Licensing Compliance

- Maintain working knowledge of applicable Rhode Island BHDDH/Division of Developmental Disabilities requirements, residential licensing standards, and other relevant state and federal requirements.

- Translate regulatory requirements and updates into clear operational procedures, monitoring tools, and expectations for Residential Managers.

- Coordinate residential preparation for licensing reviews, inspections, monitoring visits, and other regulatory assessments in collaboration with Quality and other appropriate departments.

- Maintain ongoing inspection readiness through routine internal reviews and organized, accessible compliance records.

- Coordinate responses to findings, develop corrective action plans, and verify that required improvements are completed and sustained.

- Monitor required documentation, reports, renewals, and submissions to ensure accuracy and timely completion.

- Serve as an operational liaison with regulatory agencies as assigned, escalating significant compliance concerns to senior leadership.

Residential Operations and Safety

- Oversee consistent daily operations across residential locations, including household systems, supplies, transportation, maintenance follow-up, and emergency preparedness.

- Establish clear operational standards and hold Residential Managers accountable for implementation.

- Ensure identified environmental, maintenance, vehicle, and safety concerns are documented, prioritized, and resolved.

- Monitor emergency procedures, required drills, and continuity plans.

- Coordinate the operational aspects of admissions, transitions, and changes in support needs.

- Partner with Nursing and Clinical Services to ensure staff implement prescribed supports, receive necessary training, and complete required follow-up.

- Ensure staffing arrangements support individual needs, safe service delivery, and applicable requirements.

Incident Review and Risk Management

- Ensure incidents and significant concerns are promptly escalated and documented in accordance with applicable requirements and organizational procedures.

- Collaborate with Quality, Nursing, Clinical Services, and Human Resources on incident follow-up, investigations, and corrective actions.

- Review incident patterns, complaints, and recurring operational concerns to identify preventable risks.

- Verify that recommendations are incorporated into staff practices, operational procedures, and individual supports.

- Escalate unresolved or significant risks to senior leadership and monitor follow-through.

Leadership and Manager Accountability

- Directly supervise Residential Managers through regular individual supervision, site-based coaching, and performance evaluation.

- Establish clear expectations for quality, compliance, documentation, communication, and operational follow-through.

- Conduct management meetings focused on quality indicators, regulatory updates, operational challenges, and corrective action progress.

- Support consistent onboarding and development of Residential Managers in partnership with Human Resources and Training.

- Address performance concerns promptly and reinforce accountability for sustained results.

Staffing and Resource Oversight

- Monitor staffing patterns, vacancies, overtime, and coverage concerns in partnership with Residential Managers, scheduling support, and Human Resources.

- Review staffing and spending trends to identify operational inefficiencies while maintaining service quality and safety.

- Review and approve payroll, overtime, and other operational expenses within assigned authority.

- Partner with Finance to monitor budgets, service authorizations, and documentation supporting accurate billing.

- Ensure managers resolve missing or inaccurate service records and communicate authorization concerns promptly.

Additional Responsibilities

- Participate in an on-call rotation and respond to urgent residential needs as assigned.

- Provide emergency operational support to maintain safety and continuity of services.

- Perform other duties consistent with the position.

Qualifications

Minimum Qualifications

- Bachelors degree from an accredited college or university.

- Minimum of five years of experience supporting individuals with intellectual and/or developmental disabilities.

- Minimum of five years of supervisory or management experience.

- Demonstrated experience in residential operations, quality assurance, regulatory compliance, or program oversight.

- Working knowledge of Rhode Island developmental disability services and applicable BHDDH/DDD requirements.

- Experience conducting audits, coordinating corrective actions, and preparing for licensing or regulatory reviews preferred.

- Valid drivers license, acceptable driving record, and reliable access to an insured automobile for business travel.

- Ability to complete required organizational training.

Knowledge, Skills, and Abilities

- Ability to interpret regulatory requirements and apply them to daily residential operations.

- Strong auditing, documentation review, problem-solving, and follow-through skills.

- Ability to analyze quality and operational data and implement practical improvements.

- Strong supervision, coaching, communication, and cross-department collaboration skills.

- Knowledge of person-centered services, individual rights, incident management, and residential health and safety practices.

- Ability to manage competing priorities, maintain confidentiality, and exercise sound judgment.