Director of Services

Director of Bismarck Operations

Department: Operations
Location: Bismarck, North Dakota
FLSA Status: Exempt, Full-Time
Reports To: Chief Executive Officer (CEO)

Position Summary

The Director of Bismarck Operations is responsible for the overall leadership and management of the Bismarck office. This position oversees daily operations, staff development, client services, compliance, community partnerships, and branch growth. The Director works closely with Executive Leadership to ensure high-quality services, operational excellence, and a positive workplace culture while supporting the mission and values of All Embracing Home Care.

Essential Functions

Operations Management

• Direct the daily operations of the Bismarck branch.
• Establish priorities and ensure efficient office operations.
• Monitor branch performance and implement improvements as needed.
• Develop and maintain effective operational procedures.
• Collaborate with Leadership on organizational goals and strategic initiatives.

Leadership

• Recruit, hire, train, mentor, and supervise branch staff.
• Provide coaching, guidance, and performance feedback to employees.
• Promote teamwork, accountability, and professional development.
• Address employee concerns promptly and fairly.
• Support employee engagement and retention initiatives.

Client Services

• Ensure services are delivered in accordance with each client's individualized service plan.
• Monitor client satisfaction and respond to concerns in a timely manner.
• Work closely with Care Managers, Program Coordinators, and leadership to maintain quality services.
• Assist in resolving client and family concerns when necessary.

Compliance and Quality Assurance

• Maintain compliance with all applicable federal, state, and agency regulations.
• Ensure employee training and required certifications remain current.
• Participate in licensing reviews, audits, and quality assurance activities.
• Monitor documentation for accuracy and completeness.
• Promote continuous quality improvement throughout the branch.

Community Relations

• Build relationships with referral sources, healthcare providers, case managers, and community organizations.
• Represent All Embracing Home Care at networking events, resource fairs, and community meetings.
• Promote Company services throughout the Bismarck service area.

Financial Oversight

• Assist in developing and managing the branch budget.
• Monitor payroll, staffing, and operating expenses.
• Review productivity and staffing patterns to support efficient operations.
• Identify opportunities to strengthen branch performance and support responsible growth.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Human Services, Nursing, or a related field preferred.
• Three or more years of management or supervisory experience.
• Experience in home care, healthcare, developmental disabilities, or human services preferred.
• Knowledge of North Dakota Medicaid programs and applicable regulations is preferred.
• Strong leadership, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office and electronic documentation systems.
• Valid driver's license, reliable transportation, and proof of automobile insurance.

Knowledge, Skills, and Abilities

• Leadership and team development
• Decision-making and problem-solving
• Organizational and time management skills
• Effective communication and interpersonal skills
• Conflict resolution
• Budget awareness
• Regulatory compliance
• Customer service
• Professional judgment
• Ability to maintain confidentiality

Physical Requirements

• Ability to sit, stand, walk, bend, and lift up to 25 pounds.
• Ability to travel throughout the service area as needed.
• Ability to work occasional evenings or weekends based on operational needs.

Working Conditions

This position is primarily based in the Bismarck office and requires regular travel within the service area. Occasional evening or weekend hours may be necessary to attend community events, meetings, or respond to operational needs.

Performance Expectations

The Director of Bismarck Operations is expected to:

• Demonstrate professionalism, integrity, and sound judgment.
• Lead by example and foster a respectful, team-oriented work environment.
• Support the mission, vision, and values of All Embracing Home Care.
• Ensure compliance with Company policies and regulatory requirements.
• Maintain high standards of client care and employee performance.
• Build positive relationships with employees, clients, families, referral partners, and community organizations.
• Support the continued growth and success of the Bismarck branch.