Program Operations Manager

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance

The Program Operations Manager is responsible for overseeing Operations Coordinators and Program Coordinators and ensuring high-quality service delivery, regulatory compliance, and operational efficiency across all program sites. This role provides leadership, guidance, and performance management to coordinators, ensuring that staff are trained, supported, and aligned with organizational goals. This position serves as a key liaison between management and frontline teams, promoting a positive culture and ensuring continuity of care.

Responsibilities

• Supervise and Develop Staff: Oversee 24 direct reports (Program and Operations Coordinators) and 30 indirect reports (DSPs); provide coaching, mentorship, and performance feedback; ensure DSPs receive proper training and understand program expectations. Conduct evaluations for Coordinators and support professional development.
• Ensure Compliance and Quality: Oversee site audits to ensure safety and regulatory compliance; maintain accurate documentation in electronic systems (ISP goals, MARs, health tracking).
• Manage Operations: Oversee staff scheduling, on-call rotation, and payroll accuracy; coordinate household maintenance and supply management.
• Support Clinical and Behavioral Needs: Monitor medical and behavioral follow-ups; ensure timely escalation and resolution of issues.
• Implement Programs: Ensure ISPs and all plans are accurate, followed, and staff understand them and are trained on them.
• Crisis and Backup Coverage: Act as an escalation point for emergencies and staffing shortages; perform DSP duties when necessary.

Qualifications:

• Education: Associates degree or equivalent credits. Bachelors degree in human services, Social Work, Healthcare Administration, or related field preferred.
• Experience: Minimum 24 years in supervisory roles within residential human services or healthcare settings.
• Strong leadership and team-building abilities.
• Knowledge of regulatory standards and compliance requirements. PA Chapter 55, 6100, and 6400 preferred.
• Proficiency in electronic documentation systems and scheduling software.
• Excellent communication, problem-solving, and organizational skills.

Physical Requirements

• Must be able to remain in a stationary position for extended periods to complete administrative tasks such as computer work, documentation, and meetings.
• Frequently required to move throughout residential sites, including activities such as assisting individuals with mobility, supporting daily living tasks, and responding to emergencies.
• May need to position self (e.g., bend, lift, or reach) to support individuals with physical needs or site-related duties.
• Reasonable accommodations will be provided in accordance with the Americans with Disabilities Act (ADA) to enable qualified individuals to perform essential job functions.

Health Requirements:

• Must complete a physical exam that includes TB testing at hire and ongoing per agency and regulatory requirements
• Ongoing health monitoring will be required to ensure safe service delivery.

Work Conditions:

• Full-time position with on-call responsibilities.
• Requires travel between program sites.
• Ability to respond to emergencies outside of standard business hours.

If you are passionate about providing high-quality care to individuals with Intellectual and developmental disabilities, have experience managing residential facilities, and possess the necessary qualifications, we encourage you to apply for the Program Operations Manager position. Join our team and make a positive impact on the lives of the individuals we serve.