Shift Manager

Job Group: Residential Care
Status: Non-Exempt
Supervises: Yes
Reports To: Residential Program Director

Purpose

The Shift Manager ensures consistency, safety, and high-quality residential programming across assigned shifts. This role provides operational leadership, supports staff performance, and maintains therapeutic alignment throughout the home. As a key culture-setter, the Shift Manager helps uphold The Heritage Community's mission of providing trauma-informed, relationship-centered care for every student.

Key Responsibilities

Relationship-Based Care

• Build supportive, professional relationships with students using trauma-informed practices.

• Implement treatment plans and behavior strategies as directed by clinical and residential teams.

• Supervise students during routines, transitions, activities, and high-risk environments to ensure safety and structure.

• Provide crisis intervention, de-escalation, and physical safety holds when trained and appropriate.

• Model emotional regulation, conflict resolution, and accountability.

• Maintain safe, clean, and structured environments across assigned units.

• Complete accurate, timely documentation (shift reports, incidents, logs).

• Communicate clearly with staff, departments, and treatment teams.

• Participate in required trainings and maintain all certifications.

• Support onboarding and mentoring of new staff.

• Step into additional responsibilities as needed ("Next Person Up").

LeadershipOversight

• Lead regulation coverage, safety operations, and campus supervision during assigned shifts.

• Supervise and develop coaches.

• Serve as primary decision-maker during the shift; escalate concerns when needed.

• Ensure smooth communication and handoffs across shifts.

Program ExecutionClinical Alignment

• Ensure accurate application of student behavior strategies across campus.

• Collaborate with Clinical, Residential, Academic, and Nursing teams to maintain therapeutic consistency.

• Participate in Treatment Team meetings or case reviews when requested.

• Track behavior trends and provide feedback to support data-informed interventions.

Staff DevelopmentPerformance Management

• Coach and mentor staff through regular feedback and observation.

• Support onboarding of new team members and ensure consistent adherence to campus protocols.

• Collaborate with HR and leadership to address performance issues.

• Model professionalism, emotional steadiness, and mission-driven leadership.

OperationsCompliance

• Oversee shift operations, including staffing, transport coordination, documentation, and safety.

• Audit documentation and address gaps.

• Conduct facility checks and report maintenance or safety concerns.

• Ensure compliance with licensing, safety standards, and program expectations.

Student EngagementSafety

• Maintain a physically and emotionally safe campus environment.

• Lead or support crisis responses and ensure thorough follow-up.

• Encourage positive engagement through structured programming and supportive interactions.

StrategicCultural Leadership

• Represent shift leadership in meetings or cross-campus initiatives.

• Identify and share trends, risks, and opportunities for improvement.

• Promote The Heritage Community's mission, values, and trauma-informed philosophy.

Qualifications

EducationCertification

• Bachelor's degree in psychology, social work, education, or related field preferred.

• Must maintain CPR/First Aid and NCI certification.

Experience

• Minimum 2 years in a residential treatment or similar therapeutic setting.

• At least 1 year in a leadership or supervisory role.

• Experience with crisis intervention and trauma-informed care required.

Skills

• Strong leadership, coaching, and team-building abilities.

• Emotionally steady during crises; able to lead de-escalation efforts.

• Effective communicator with strong organizational skills.

• Able to maintain professional boundaries and model therapeutic consistency.

• Dependable, solution-focused, and able to manage multiple priorities.

Other Requirements

• Must be at least 20 years old.

• Must meet all Heritage pre-employment requirements.

• Physical ability to perform safety holds, respond to crises, and participate in physical activities (hiking, recreation, etc.).

• Valid driver's license.

Physical Requirements

• Frequent walking and standing, including over uneven terrain.

• Ability to maintain sight-and-sound supervision at all times.

• Ability to run short distances in emergencies.

• Lift and move up to 50 pounds.

• Participate in safety holds when trained and required.

• Work indoors and outdoors in varied weather conditions.

• Sustain emotional and physical resilience while supporting students in crisis.

Work Environment

A highly active residential setting involving classrooms, homes, outdoor spaces, and high-adventure activities. Staff regularly interact with students experiencing acute mental health needs and must maintain composure, clarity, and therapeutic boundaries. Physical and emotional stamina are essential.

Supervisory Responsibilities

• Supervise, coach, and support assigned team members.

• Participate in hiring, onboarding, scheduling, and performance management.

• Ensure staff follow policies, procedures, and therapeutic guidelines.

• Foster a supportive, mission-driven, and accountable team culture.

This summary highlights key responsibilities but is not all-inclusive. Additional duties may be assigned to support program needs.