The Residential Operations Director is responsible for quality improvement systems, program performance metrics, and operational outcomes across all residential programs.

This role serves as the primary authority on the quality management program, ensuring that programs consistently meet established key performance metrics.

Each Program Coordinator is assigned a primary supervising Director for overall performance management. In this role, the Residential Operations Director will serve as the primary supervisor for a designated cluster of Program Coordinators, while also providing functional oversight and guidance to all programs in matters related to quality improvement, program performance metrics, and operational outcomes.

Essential Duties and Responsibilities:

• In a manner consistent with supporting the Life Works mission statement and values, the Residential Operations Director will be responsible for the following:

Quality Improvement Systems

• Ensures key processes related to service delivery areas in residential programs are documented and process measurement are in place
• Gathers feedback and sets standardized performance metrics to evaluate the effectiveness of the key processes identified throughout residential programs

Performance Metrics and Outcome Measurements

• Establishes program performance expectations and evaluates performance results for all residential programs in a regular systematic manner, and report conclusions and recommendations to the Executive Director.
• Ensures that the outcomes being measured are applicable to key decisions and that these decisions are supported by the data being measured

Residential Staffing Hours Oversight

• Works closely with the Executive Director to identify needed supports and provides necessary support for client assessments to ensure adequate staffing hours are available
• Collaborates with Executive Director, Accounting Manager and People Operations Director to ensure that the agency hours allocation and residential settlement are effectively managed within budget; ensuring staff scheduling tools reflect current and accurate data

Shared Responsibilities

The following responsibilities are shared across Directors with defined ownership:

Program Coordinator Development

• Each Director coaches Program Coordinators within their expertise area, including understanding program performance metrics
• Primary supervising Director owns overall performance management

Supervision & Leadership

• Serves as primary supervisor for an assigned cluster of Program Coordinators and the Staffing Resource Manager, responsible for:
• Performance management
• Scheduling oversight
• Coaching and development
• Participates in hiring, training, and discipline of assigned staff
• Conducts regular 1:1 meeting with assigned Program Coordinators
• Provides performance metric coaching to all Program Coordinators across the system

Decision Authority

• This role has final decision-making authority in the following areas:
• New client referrals, housing, and expansion
• Agency hours allocation and capacity management
• Performance metrics and residential processes

This role collaborates but does not defer authority in client referrals, housing, and expansion.

Cross-Functional Collaboration

• Partners with:
• Medical Supports Director, Behavioral Supports Director, and Director of Compliance to ensure that all individuals are supported in the restrictive environment and receive person centered supports using feedback loops (clients, staff, other stakeholders)
• Behavioral Supports Director on behavioral compliance (BSPs, restrictive procedures)
• Aligns with other Directors to maintain consistent expectations across programs and to implement and train residential management to changes in new client service directives, policies, or processes
• Escalates systemic risks or non-compliance trends to the Executive Director

Additional Responsibilities

• Leads agency-wide core training and/or compliance training
• Supports cross-program collaboration and consistency
• Assists in program coverage during emergencies
• Represents the organization as an at large member of the CRSA
• Performs other duties as assigned

Position requirements

Education & Experience

• Bachelor's degree in human services, social work, education, psychology, or related discipline is required; a combination of experience and education would be considered
• Minimum of three years of successful upper management/supervisory, programmatic, operation