Director of Operations

1. Position Summary

The Director of Operations provides strategic and operational leadership for EIHAB's residential, day habilitation, community habilitation, respite, and assigned quality assurance operations. The Director ensures programs operate efficiently, safely, and in compliance with OPWDD, federal, state, and local regulations while promoting person-centered services and organizational excellence.

The Director provides leadership to management staff, oversees program performance, supports strategic initiatives, manages operational resources, and collaborates with Executive Leadership to achieve organizational goals, improve service quality, and strengthen regulatory compliance.

2. Essential Responsibilities

A. Strategic Leadership and Operational Management

1. Direct the daily operations of assigned residential, day, community habilitation, respite, and quality assurance programs.

2. Develop, implement, and monitor operational goals aligned with EIHAB's Strategic Plan.

3. Establish departmental objectives, priorities, and performance standards.

4. Evaluate operational effectiveness and implement process improvements.

5. Assist Executive Leadership with strategic planning and organizational initiatives.

6. Monitor program performance and operational outcomes.

7. Recommend operational improvements that enhance efficiency and service quality.

8. Ensure effective coordination between all operational departments.

B. Program Oversight and Service Delivery

9. Ensure high-quality, person-centered services are provided in accordance with each individual's Life Plan and interdisciplinary team recommendations.

10. Monitor implementation of Individual Service Plans and program goals.

11. Ensure individuals' rights, dignity, health, safety, and welfare are protected.

12. Oversee admissions, transfers, discharges, and program capacity.

13. Monitor program staffing patterns to ensure adequate coverage.

14. Evaluate program effectiveness and recommend service enhancements.

15. Support the development of innovative service delivery models.

16. Ensure consistency of services across all assigned programs.

C. Regulatory Compliance and Risk Management

17. Ensure compliance with OPWDD regulations, Justice Center requirements, HIPAA, OSHA, Medicaid standards, and agency policies.

18. Monitor program compliance through site visits, audits, record reviews, and observations.

19. Review incidents, investigations, corrective action plans, and regulatory findings.

20. Ensure deficiencies are corrected within required timeframes.

21. Participate in regulatory surveys and agency audits.

22. Monitor implementation of corrective actions.

23. Ensure accurate documentation and recordkeeping.

24. Promote a culture of compliance throughout assigned departments.

D. Leadership, Supervision, and Workforce Developmen t

25. Supervise, coach, mentor, and evaluate assigned managers and supervisors.

26. Establish clear performance expectations and hold leadership staff accountable.

27. Participate in recruitment, interviewing, hiring, orientation, and retention efforts.

28. Address employee performance concerns through coaching, counseling, and progressive discipline in collaboration with Human Resources.

29. Develop succession plans and leadership development opportunities.

30. Monitor staffing levels, overtime, scheduling, and workforce utilization.

31. Promote employee engagement and professional development.

32. Foster teamwork, collaboration, and accountability.

E. Quality Assurance and Performance Improvement

33. Integrate assigned programs into EIHAB's Quality Improvement Program.

34. Analyze quality indicators and operational performance data.

35. Identify trends and develop performance improvement initiatives.

36. Monitor corrective action plans and quality improvement projects.

37. Ensure participation in agency committees and performance improvement activities.

38. Report operational outcomes to Executive Leadership.

39. Promote continuous quality improvement throughout assigned programs.

40. Monitor achievement of departmental performance goals.

F. Financial and Resource Management

41. Develop, monitor, and manage operational budgets in collaboration with the Chief Operations Officer.

42. Evaluate staffing, equipment, and resource needs to support quality service delivery and operational efficiency.

43. Monitor departmental expenditures and ensure fiscal accountability.

44. Review and approve operational purchases, equipment requests, and resource allocations within delegated authority
45. Monitor staffing patterns, overtime utilization, vacancies, and workforce productivity.

46. Identify opportunities to improve operational efficiency while maintaining quality outcomes.

47. Ensure agency facilities, equipment, vehicles, and program resources are maintained and utilized appropriately.

48. Support organizational financial goals through responsible resource management and operational planning.

G. Communication and Community Relations

49. Serve as a liaison between Executive Leadership, Directors, supervisors, employees, individuals receiving services, families, Care Coordination Organizations (CCOs), regulatory agencies, and community partners.

50. Build and maintain collaborative relationships with external organizations to enhance services and support organizational initiatives.

51. Represent EIHAB at meetings, conferences, regulatory reviews, and community events.

52. Communicate organizational goals, operational priorities, and agency initiatives to leadership staff.

53. Promote effective communication and collaboration across all departments.

54. Address operational concerns and facilitate timely resolution of issues impacting service delivery.

H. Administrative Oversight and Reporting

55. Prepare and submit operational, compliance, quality assurance, and performance reports to the Chief Operations Officer.

56. Monitor monthly program performance and regulatory compliance across assigned departments.

57. Review operational trends, identify areas of concern, and implement corrective actions.

58. Ensure timely completion of reports, audits, surveys, investigations, and regulatory submissions.

59. Monitor implementation of agency policies, procedures, and Standard Operating Procedures.

60. Maintain accurate operational data, performance metrics, dashboards, and leadership reports.

I. Organizational Initiatives and Special Projects

61. Lead and participate in strategic initiatives that improve organizational performance and service delivery.

62. Support the development and implementation of new programs, services, and operational systems.

63. Participate in emergency preparedness planning and organizational response activities.

64. Serve on agency committees, leadership teams, and interdisciplinary workgroups.

65. Assist with accreditation reviews, regulatory surveys, and organizational assessments.

66. Collaborate with Executive Leadership on organizational planning and continuous improvement initiatives.

67. Perform other duties and special projects as assigned by the Chief Operations Officer.

J. Professional Responsibilities

68. Demonstrate professionalism, integrity, and ethical leadership in all aspects of performance.

69. Promote EIHAB's Mission, Vision, Core Values, and person-centered philosophy.

70. Maintain confidentiality of employee, individual, financial, and organizational information.

71. Maintain current knowledge of OPWDD regulations and applicable federal, state, and local requirements.

72. Complete all required training, continuing education, and professional development activities.

73. Maintain flexibility to respond to operational emergencies and organizational priorities.

74. Travel to agency programs, offices, meetings, and community locations as required.

75. Maintain a professional work environment and perform other related duties as assigned.

3. Supervisory Responsibilities

1. Supervise Directors, Managers, Supervisors, and other assigned personnel.

2. Recruit, interview, hire, onboard, and retain qualified employees in collaboration with Human Resources.

3. Establish performance expectations, departmental goals, and accountability measures.

4. Conduct orientation, coaching, mentoring, and ongoing supervision of assigned staff.

5. Complete probationary and annual performance evaluations within required timeframes.

6. Identify training needs and ensure staff complete required training and competency assessments.

7. Monitor employee performance, productivity, attendance, documentation, and regulatory compliance.

8. Address employee concerns through coaching, counseling, corrective action, and progressive discipline in accordance with agency policy.

9. Develop leadership capacity and succession plans within assigned departments.

10. Foster a positive, collaborative, accountable, and high-performing work environment.

4. Leadership Competencies

Demonstrates effective leadership by promoting accountability, professionalism, collaboration, and organizational excellence.

Exercises independent judgment and sound decision-making within the scope of authority.

Holds self and others accountable for performance, compliance, quality, and operational outcomes.

Provides effective supervision, coaching, mentoring, and professional development to leadership staff.

Establishes clear expectations and manages employee performance through regular feedback and evaluations.

Identifies training needs, ensures completion of required training, and validates staff competencies.

Monitors departmental performance, documentation, service delivery, staffing, and regulatory compliance through routine oversight, audits, observations, and performance reviews.

Leads operational planning and ensures efficient use of personnel, financial resources, and agency assets.

Promotes compliance with agency policies, OPWDD regulations, and all applicable federal, state, and local requirements.

Utilizes data, audits, and performance metrics to drive quality improvement and operational excellence.

Builds collaborative relationships across departments and with external stakeholders.

Leads organizational change and supports implementation of new initiatives and strategic priorities.

Demonstrates professionalism, integrity, ethical leadership, and confidentiality in all interactions.

Resolves problems proactively and implements effective, timely solutions.

Communicates clearly and effectively with Executive Leadership, employees, individuals receiving services, families, regulatory agencies, and community partners.

Achieves organizational goals through effective planning, monitoring, delegation, and follow-through.

5. Decision-Making Authority

The Director of Operations exercises independent judgment and decision-making within the scope of assigned authority to ensure effective operations, regulatory compliance, quality service delivery, and organizational performance.

The Director of Operations is authorized to:

1. Direct the daily operations of assigned programs and departments.

2. Establish operational priorities and assign work to subordinate leadership staff.

3. Develop and implement departmental procedures consistent with agency policies.

4. Recommend organizational improvements to enhance operational efficiency and service quality.

5. Approve operational schedules, staffing assignments, and routine program decisions.

6. Review and approve departmental expenditures within delegated authority.

7. Allocate personnel, equipment, and resources to support operational needs.

8. Initiate corrective actions to address operational deficiencies and regulatory concerns.

9. Recommend hiring, promotions, transfers, disciplinary actions, and terminations in collaboration with Human Resources and the Chief Operations Officer.

10. Respond to emergencies and implement operational contingency plans.

11. Represent the agency during meetings, audits, surveys, and external collaborations.

12. Escalate significant financial, legal, regulatory, personnel, or organizational issues requiring Executive Leadership approval.

6. Performance Expectations & Key Performance Indicators (KPIs)

The Director of Operations is expected to consistently demonstrate effective leadership, operational excellence, regulatory compliance, fiscal responsibility, and person-centered service delivery.

Performance Expectations

1. Maintain compliance with all applicable federal, state, and local regulations.

2. Ensure programs consistently meet agency quality standards and regulatory requirements.

3. Promote a culture of accountability, professionalism, and continuous improvement.

4. Ensure services are person-centered, outcome-driven, and responsive to individual needs.

5. Develop and maintain effective working relationships with employees, individuals served, families, regulatory agencies, and community partners.

6. Demonstrate sound fiscal stewardship and responsible resource management.

7. Maintain effective communication with Executive Leadership regarding operational performance and organizational priorities.

8. Ensure timely completion of audits, corrective actions, reports, investigations, and required documentation.

9. Develop leadership staff through coaching, mentoring, monitoring, and performance management.

10. Support the achievement of EIHAB's Strategic Plan and organizational goals.

Key Performance Indicators

Regulatory compliance and survey outcomes.

Quality Assurance audit results.

Corrective Action Plan completion and effectiveness.

Incident and investigation trends.

Employee retention and turnover.

Vacancy and staffing levels.

Overtime utilization.

Training completion and competency compliance.

Budget performance.

Program occupancy and utilization.

Individual satisfaction and service outcomes.

Employee engagement.

Timeliness of required reports and documentation.

Achievement of departmental goals and strategic initiatives.

Operational efficiency and performance improvement outcomes.

Qualifications

7. Required Qualifications

Required Qualifications

1. Bachelor's degree in Human Services, Healthcare Administration, Business Administration, Public Administration, or a closely related field.

2. Minimum of ten (10) years of experience supporting individuals with intellectual and developmental disabilities, including at least five (5) years in a progressive leadership or supervisory role.

3. Thorough knowledge of OPWDD regulations, Medicaid requirements, Justice Center regulations, HIPAA, OSHA, and other applicable federal, state, and local regulations.

4. Demonstrated experience managing multiple programs, departments, and operational functions.

5. Experience supervising managers, supervisors, and multidisciplinary teams.

6. Strong leadership, organizational, analytical, and problem-solving skills.

7. Experience developing, implementing, and monitoring policies, procedures, and operational systems.

8. Experience with budgeting, resource management, and operational planning.

9. Excellent verbal, written, interpersonal, and presentation skills.

10. Proficiency in Microsoft Office Suite and electronic documentation systems.

11. Ability to travel to all agency locations and respond to operational emergencies as needed.

Preferred Qualifications

1. Master's degree in Human Services, Healthcare Administration, Business Administration, Public Administration, or a related field.

2. Experience leading multi-site OPWDD programs.

3. Experience with Quality Assurance, Performance Improvement, Incident Management, and Regulatory Surveys.

4. Experience with strategic planning, organizational development, and change management.

5. Experience implementing electronic health records and operational technology systems.

6. Valid driver's license with the ability to travel throughout the agency's service areas.