Operations Supervisor 5

DISCLOSURE - MULTI-EMPLOYER ROLE:

This W-2 hourly Operations Supervisor 5 position includes responsibilities that span across the following three affiliated organizations, all under shared leadership:

          FOCUS #1 HolBrock Estates Supportive Housing Programs

          FOCUS #2 Lighthouse Behavioral Health Center
          FOCUS #3 White Glove Property Management

You will maintain separate W-2 employment relationships with each organization and will receive individual payroll compensation from each entity based on the time worked and services provided for their respective programs. This means you will be an official employee of both companies, with hours, responsibilities, and compliance obligations tracked separately for each.

This role is structured as a 40-hour per week position, with approximately one-third of the total weekly hours (about 13 hours per week) allocated to each organization. While day-to-day supervision and scheduling will be coordinated centrally to support integrated care, each employer will manage its own onboarding, HR, and compliance processes in accordance with applicable laws and organizational policies.
 

DISCLOSURES:

The specific statements shown in each section of this job description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. The job’s responsibilities/tasks may be modified and/or expanded over time. Company will inform the personnel member when changes in the respective job description are made.

POSITION TITLE: Operations Supervisor

DIVISION: Operations

ACCOUNTABLE TO: Operations Manager 5 (Chief Operations Officer, in absence of Operations Manager 5)

CLASSIFICATION: This is a full-time, W-2 employee position totaling 40 hours per week, with hours allocated across three affiliated companies as follows:

• Lighthouse Behavioral Health Center (LHBHC):
  Part-time, W-2 employee — 20 hours per week (50% of total weekly hours)
• HolBrock Estates Supportive Housing Programs:
  Part-time, W-2 employee — 15 hours per week (37.5% of total weekly hours)
• White Glove Property Management:
  Part-time, W-2 employee — 5 hours per week (12.5% of total weekly hours)

While each assignment is classified as part-time under its respective entity, the combined schedule constitutes a full-time position across the organization network.

WORK SCHEDULE:  Monday - Friday from 4:00 PM to 1:00 AM.  With the exception of the weekly meetings, most hours should not overlap those of the Operations Manager 5.  (on-call availability required for after-hours emergencies and manager coverage)Facility operations, staff support, regulatory compliance, and direct oversight of residential services in the absence of the Facility Director

COMPENSATION: Compensation for this position ranges from $15.00 to $25.00 per hour, and is commensurate with experience, expertise, verified credentials, and available company budget.

In addition to hourly wages, eligible employees may receive a comprehensive benefits package that includes:
•    Paid Time Off (PTO)
•    Family and Medical Leave
•    Health, Medical, and Dental Insurance Reimbursement or health insurance coverage, as available
•    Supplemental Health and Disability Insurance Options
•    Retirement Savings Plan
•    Professional Development Support and Continuing Education Opportunities
 
ANTICIPATED TRAVEL: Regular travel between program sites within Maryland, Washington, D.C. and Virginia.  50% of the time.  No additional compensation for travel.
 

PHYSICAL DEMANDS: Regularly walk, stand or stoop; occasionally lift, carry, push, pull or otherwise move objects weighing up to 25 pounds; and regularly drive a motor vehicle.

WORKING CONDITIONS:

• Community-based and facility-based work environments
• High interaction with residents, staff, external providers, and emergency personnel
• Must be available to respond to emergencies, including after-hours coverage when delegated

GENERAL DUTIES AND RESPONSIBILITIES:

• Conduct a shift change meeting daily with the oncoming Special Police Officer
  
• Conduct a shift change meeting daily with the off going Operations Supervisor
  
• Ensure all staff for the 24/7 coverage sites are on duty as scheduled at the beginning of your shift and take necessary action if not
  
• Participate in finance meeting once weekly
• Participate in registered nurse collaboration meeting once weekly
  
• Participate in meeting with Chief Operations Officer once weekly to report on facility readiness, facility compliance, assistance needed to perform your duties
• Participate in daily operation meetings collaborate with maintenance team during these times

FOCUS #1: 

CLASSIFICATION: Part-time, W-2 employee — 15 hours per week (37.5% of total weekly hours)

ALTERNATE TITLE(S): Assistant Operations Manager, Housing Program Operations Coordinator, Alternate Assisted Living Manager

COMPANY: HolBrock Estates Supportive Housing Programs

COMPANY WEBSITE: https://holbrockestates.org 

COMPANY PHONE NUMBER:  (443) 539-8508

HUMAN RESOURCES PHONE NUMBER:  (443) 539-8508 ext 10

HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS:  hr@holbrockestates.org

ABOUT HOLBROCK ESTATES SUPPORTIVE HOUSING PROGRAMS:

HolBrock Estates is a Baltimore-based management and consultation firm dedicated to empowering economically disadvantaged, disabled, and high-risk individuals through the development and oversight of impactful housing and support programs. While HolBrock Estates does not directly own the programs it supports, it plays a pivotal role in designing, managing, and consulting for a wide range of services including homeless shelters, assisted living facilities, and supportive housing programs.

With nearly a decade of experience and over 5,000 individuals impacted, HolBrock Estates applies a holistic, person-centered approach that connects underserved populations with essential services—ranging from stable housing and life skills training to job placement, entitlement advocacy, and nutritious meals. The firm specializes in helping providers serve individuals with complex needs who are often excluded from traditional systems of care.

At HolBrock Estates, we envision a society where all individuals—regardless of disability or socio-economic status—have the opportunity to achieve stability, dignity, and independence.

DEPARTMENT: Supportive Housing Programs

ACCOUNTABLE FOR: Ensuring the safe, compliant, and effective day-to-day operations of all HolBrock Estates residential programs and acting as the designated lead in the absence of the Assisted Living Manager or Operations Manager 5

SUMMARY OF POSITION RESPONSIBILITIES:  

The Alternate Assisted Living Manager supports daily operations across both the HolBrock Estates Assisted Living Program and the Supportive Housing Program. This individual is responsible for staff oversight, resident services, compliance monitoring, and facility management in collaboration with program leadership.

In the absence of the primary Assisted Living Manager or Operations Manager 5, this role assumes full leadership responsibility for facility operations, shift coverage, resident safety, and interdepartmental coordination. The Alternate Assisted Living Manager plays a key role in promoting housing stability, ensuring regulatory compliance, and supporting the health and wellness of all residents.  

The Alternate Assisted Living Manager must be on-site or available on-call and carry out all required duties under COMAR and Maryland Health-General Article Title 19, including staffing, service coordination, and resident safety protocols.

SCHEDULED DUTIES AND RESPONSIBILITIES:

• Conduct weekly walk through of each facility ensuring each assisted living facility, assigned staff records and client records meets the standard; coordinate with maintenance, the delegating nurse, the property manager, human resources division, the special police unit and other vetted service providers to bring the facilities to standard
• Be on-site or available on-call to respond to resident, staff, or facility needs
• In the absence of the Assisted Living Manager, assume full management responsibility for the assisted living program
• Oversee and support the recruitment, hiring, training, and supervision of all assisted living staff
• Ensure that all employees have completed a criminal history records check or background check per Maryland law
• Develop and help implement a staffing plan that includes onboarding, annual training, and dementia care competencies
• Maintain compliance with all applicable policies, programs, and service delivery standards as required by COMAR
• Enforce hand hygiene policies, requiring staff to wash or sanitize before and after each resident contact
• Ensure each resident receives access to medical, nursing, and psychosocial services as outlined in their individualized service plan
• Coordinate care components including transportation, medication delivery, meal service, and outside providers
• Monitor the implementation of each resident service plan and ensure it is appropriately documented and updated
• Support infection control practices, emergency preparedness, and clinical oversight procedures
• Maintain all documentation and records in full compliance with applicable laws and internal policy
• Implement nursing orders from the delegating nurse or document justification if an order is not carried out
• Notify OHCQ if a contract with a delegating nurse is terminated, including reasoning
• Notify residents and authorized representatives in writing of any:
  • Significant changes in resident condition
  • Adverse events or incidents that may affect health or services
  • Unexpected outcomes or unanticipated consequences
  • Corrective actions taken by the facility
    

UNSCHEDULED DUTIES AND RESPONSIBILITIES:

• Act as primary facility manager during absences of the Assisted Living Manager or Operations Manager 5
• Respond to after-hours emergencies involving staffing, resident health concerns, or facility issues
• Support interdisciplinary coordination with case managers, nurses, providers, and housing specialists
• Participate in inspections, audits, or licensing reviews with regulatory agencies
• Represent the organization in family meetings, incident debriefings, and partner agency visits
• Contribute to performance improvement planning, policy updates, and documentation system enhancements
• Facilitate staff scheduling, payroll corrections, and disciplinary reporting when delegated
• Maintain resident confidentiality and promote trauma-informed, person-centered care
• Carry out other duties as assigned by executive leadership or program directors
  
• Respond to behavioral escalations, safety concerns, or emergency repairs
• Coordinate with staffing agencies and HR to ensure 24/7 shift coverage
• Ensure weekly compliance with facility checklist standards, including health, safety, documentation, and cleanliness
• Participate in surveys, licensing inspections, and audit readiness activities
• Serve as a liaison to families, service providers, community agencies, and state regulators
• Assist with onboarding of new residents and transitions in or out of the program
• Represent the program in absence of the manager at meetings, reviews, or partner engagements
• Assist with drafting and updating procedures, forms, and process improvements

COMPETENCIES AND SKILLS:

• Leadership and staff supervision in residential care settings
• Working knowledge of Maryland COMAR and OHCQ requirements
• Excellent organizational, verbal, and written communication skills
• Competence in crisis response, scheduling systems, and compliance documentation
• Strong interpersonal and conflict-resolution skills
• Comfort with using Microsoft Office, Google Workspace, and housing/healthcare software
  
• Strong interpersonal, supervisory, and communication skills
• Ability to maintain composure in crisis or high-pressure situations
• Detail-oriented approach to compliance, documentation, and training
• Trauma-informed and person-centered care philosophy

LEVEL OF EDUCATION / TRAINING / QUALIFICATIONS:

• High school diploma or GED required; Associate’s or Bachelor’s degree preferred
• Must meet Maryland’s minimum qualifications to serve as an Assisted Living Manager including the 80 hour ALM certification
• Minimum 3–5 years of experience in residential care, assisted living, or nursing home leadership
• Supervisory experience (2 years) strongly preferred
• Must pass criminal background check with CJIS and reference screening
• Valid driver’s license and reliable transportation required
• Must maintain active CPR/First Aid certification
• Must be a certified medication technician
  

FOCUS #2: 
 
CLASSIFICATION: Part-time, W-2 employee — 20 hours per week (50% of total weekly hours)

ALTERNATE TITLE(S): Alternate Facility Director

COMPANY: ​LightHouse Behavioral Health Center

COMPANY WEBSITE: https://lighthousebhc.org  

COMPANY PHONE NUMBER:  (667) 400-6206

HUMAN RESOURCES DEPARTMENT PHONE NUMBER:  (667) 400-6206 EXT 10

HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS: hr@lighthousebhc.org  

ABOUT LIGHTHOUSE BEHAVIORAL HEALTH CENTER:

Lighthouse Behavioral Health Center’s Residential Treatment Program provides intensive, person-centered care for individuals with serious mental illness, co-occurring disorders, and substance use recovery needs. Our mission is to stabilize lives, restore hope, and support long-term recovery through trauma-informed, structured housing environments governed by state regulations and clinical best practices.

The program operates in alignment with ASAM Level 3.1 (Low Intensity), 3.3 (Medium Intensity) and 3.5 (High Intensity) guidelines and is managed in partnership with Lighthouse Behavioral Health Center, which provides infrastructure, compliance, and staffing support across behavioral health service lines.

DEPARTMENT: Residential Treatment Programs

ACCOUNTABLE FOR: Day-to-day oversight of residential treatment program operations, compliance, staff performance, quality of resident care and direct oversight of residential services in the absence of the Facility Director

SUMMARY OF POSITION RESPONSIBILITIES: 

The Alternate Facility Director supports the day-to-day operations of Lighthouse Behavioral Health Center’s Residential Treatment Program and fulfills the full responsibilities of the Facility Director, as defined under COMAR, in their absence.

Per COMAR and ASAM standards, a Facility Director is an individual on staff responsible for overseeing the daily operation of the residential treatment facility.

This role must also meet the requirement that all ASAM Level 3.1, 3.3 and 3.5 programs maintain a part-time Facility Director on-site at least 20 hours per week.

This position ensures compliance, safety, staffing continuity, and resident-centered service delivery across the residential treatment continuum.

SCHEDULED DUTIES AND RESPONSIBILITIES:

• Conduct weekly walk through of each facility ensuring each residential treatment facility, assigned staff records and client records meets the standard; coordinate with maintenance, the delegating nurse, the property manager, human resources division, the special police unit and other vetted service providers to bring the facilities to standard
• Be on-site at least 20 hours per week across all licensed residential programs in accordance with COMAR
• Oversee the daily operations of low (3.1), medium (3.3) and high (3.5) intensity residential treatment facilities
• Supervise direct care staff and shift leaders, including coaching, feedback, and real-time performance management
• Ensure 24/7 shift coverage by coordinating with HR, internal schedules, and external staffing agencies
• Monitor and enforce adherence to the weekly Residential Facility Checklist including safety, cleanliness, documentation, and resident engagement
• Support resident intake, discharge, and transitions between levels of care, including coordination of assessments, transportation, and care plans
• Ensure consistent implementation and monitoring of individualized service plans in collaboration with clinical and case management teams
• Maintain secure, compliant documentation for licensing, audits, and internal review
• Support staff onboarding, training, and adherence to policies, particularly around infection control, trauma-informed care, and resident rights
• Act as liaison with families, legal guardians, and care partners regarding resident progress and incidents
• Coordinate with maintenance and vendors for repairs, supply deliveries, and health/safety compliance
  

UNSCHEDULED DUTIES AND RESPONSIBILITIES:

• Act as the Facility Director during their absence or delegation
• Respond to emergency situations, escalations, and urgent facility needs
• Participate in audits, licensing inspections, quality assurance reviews, and corrective action plans
• Provide administrative support for clinical coordination, resident grievances, and staff investigations as assigned
• Collaborate across departments (HR, clinical, operations, compliance) for cross-functional issue resolution
• Identify and report system-level concerns and recommend improvements to leadership
• Uphold confidentiality and trauma-informed engagement in all resident and staff interactions

COMPETENCIES AND SKILLS:

• Deep understanding of ASAM Level 3.1, 3.3 and 3.5 program operations
• Strong leadership, decision-making, and supervision skills
• Familiarity with OHCQ, CARF, and CSA regulations
• Excellent written and verbal communication skills
• Technological proficiency with EHRs, Microsoft Office, and facility management systems
• Conflict resolution and de-escalation competencies

LEVEL OF EDUCATION / TRAINING / QUALIFICATIONS:

• Associate’s or Bachelor's degree in Human Services, Psychology, Public Health, or related field preferred
• Minimum 3 years of experience in behavioral health, residential care, or treatment program management
• Minimum 1 year of supervisory or leadership experience
• Must be eligible to serve as a Facility Director under Maryland COMAR standards
• Valid driver’s license and reliable transportation
  Must pass background and reference checks

FOCUS #3: 
 
CLASSIFICATION: Part-time, W-2 employee — 5 hours per week (12.5% of total weekly hours)

ALTERNATE TITLE(S): Alternate Property Manager

COMPANY: ​White Glove Property Management

COMPANY WEBSITE: https://wgpmanagement.com 

COMPANY PHONE NUMBER:   (410) 782-0028

HUMAN RESOURCES DEPARTMENT PHONE NUMBER:   (410) 782-0028 EXT 10

HUMAN RESOURCES DEPARTMENT EMAIL ADDRESS: hr@wgpmanagement.com 

ABOUT LIGHTHOUSE BEHAVIORAL HEALTH CENTER:

White Glove Property Management is a full-service real estate management firm committed to excellence, professionalism, and high-touch service for property owners, investors, and tenants. We manage single-family homes, multifamily units, and mixed-use developments with a concierge-level approach that prioritizes integrity, transparency, and property performance.

Our mission is to deliver peace of mind and sustained value through expert property oversight, responsive communication, and a consistent commitment to quality.

DEPARTMENT: Property Management

ACCOUNTABLE FOR: Overseeing day-to-day operations of assigned residential and/or mixed-use properties, including leasing, maintenance coordination, tenant relations, and compliance

SUMMARY OF POSITION RESPONSIBILITIES: 

The Alternate Property Manager is responsible for the full lifecycle management of assigned rental properties, ensuring occupancy, profitability, compliance, and tenant satisfaction. This role requires proactive problem-solving, clear communication, and strong organizational skills to balance tenant relations, owner reporting, maintenance coordination, and leasing activities.

SCHEDULED DUTIES AND RESPONSIBILITIES:

• Conduct weekly walk through of each facility ensuring each supportive housing facility and office, client records meets the standard; coordinate with maintenance, the property manager, human resources division, the special police unit and other vetted service providers to bring the facilities to standard
• Manage a portfolio of residential and/or mixed-use properties within the assigned geographic area
• Act as the main point of contact for property owners, tenants, vendors, and internal staff
• Conduct regular property inspections to ensure safety, cleanliness, and upkeep
• Oversee leasing activity including marketing, showings, tenant screening, move-ins, and renewals
• Enforce lease terms, manage rent collections, and initiate legal proceedings (e.g., evictions) as necessary
• Coordinate and track maintenance requests, repairs, and preventative maintenance schedules
• Build and maintain vendor relationships; solicit bids and supervise contract work as needed
• Prepare and deliver property-related documentation such as notices, reports, and owner updates
• Ensure compliance with local, state, and federal housing regulations
• Maintain accurate records in property management software (e.g., Buildium, AppFolio, or similar)
• Monitor budgets and control operational expenses in alignment with owner objectives
  

UNSCHEDULED DUTIES AND RESPONSIBILITIES:

• Respond to emergency maintenance issues after-hours as needed
• Resolve disputes and escalate concerns when appropriate
• Support new property onboarding or lease-up processes
• Participate in owner meetings, inspections, and vendor walkthroughs
• Assist with internal audits, policy reviews, or special projects as assigned
  

COMPETENCIES AND SKILLS:

• Knowledge of fair housing laws, landlord-tenant regulations, and leasing best practices
• Strong interpersonal skills and a customer service mindset
• Conflict resolution and time management abilities
• Financial literacy related to property budgeting, rent collection, and reporting
• Proficiency in property management software, Microsoft Office, and cloud-based platforms
  

LEVEL OF EDUCATION / TRAINING / QUALIFICATIONS:

• High school diploma or equivalent required; Associate’s or Bachelor's degree in business, real estate, or related field preferred
• Minimum 2–3 years of residential or mixed-use property management experience
• Active real estate license preferred (or must be obtained within 6 months of hire)
• Reliable transportation and valid driver’s license required
• Must pass background and reference checks

Salary : $15 - $20