Operations Manager

Job Title: Operations Manager

Location: Chandler, AZ
Employment Type: In-Person, Full-Time

The Operations Manager oversees the daily operations of Potterville Care’s Home and Community-Based Services (HCBS) and DDD residential/group home programs, ensuring safe, person-centered, high-quality services in compliance with Arizona DES/DDD, AHCCCS, licensing, and agency requirements. The role supervises Lead Staff and coordinates with members, families, care teams, and agency leadership.

Primary Duties and Responsibilities

• Program Operations & Member Care: Oversee HCBS and group home operations, ensuring services align with members’ Person-Centered Service Plans (PCSPs), authorized hours, individualized goals, supervision requirements, and risk plans. Promote member safety, dignity, independence, habilitation, community participation, behavioral support, and quality of life. Coordinate admissions, transitions, and individualized service arrangements.
• Staff Supervision & Workforce Management: Directly supervise Lead Staff and oversee direct-care teams, staffing schedules, attendance, performance, and operational responsibilities. Ensure appropriate staffing ratios (including 1:1, 2:1, enhanced staffing, and awake overnight), staff placement, and continuity of care. Coordinate recruitment needs, required training, certifications, clearances, coaching, retraining, and performance improvement.
• Care Coordination & Healthcare Oversight: Ensure consistent implementation of PCSPs, behavioral plans, medical protocols, and emergency procedures. Participate in staffing, Care Team/CFT, DDD 90-day reviews, annual PCSP, and transition meetings. Coordinate with guardians, Support Coordinators, healthcare providers, and other stakeholders regarding member needs, appointments, medical follow-ups, medication management, changes in condition, and service delivery.
• Compliance, Documentation & Incident Management: Monitor compliance with DDD, AHCCCS, licensing, and agency requirements. Review service documentation, progress notes, MARs, incident reports, EVV/timesheets, and staffing records for accuracy and timeliness. Ensure incidents are promptly addressed, reported, investigated as appropriate, and followed through to resolution. Identify trends, coordinate corrective actions, and support regulatory audits and quality-improvement initiatives.
• Group Home & Resource Management: Conduct routine and unannounced site visits to assess member wellbeing, staff performance, household operations, safety, cleanliness, food availability, medication practices, and documentation. Oversee maintenance, supplies, transportation, safety equipment, environmental modifications, household funds, and member spending records. Ensure members’ rights, privacy, and protection from abuse, neglect, exploitation, and unnecessary restrictions.
• Leadership, Communication & Accountability: Maintain proactive communication with families, guardians, Lead Staff, care teams, and agency leadership. Identify and resolve staffing, member-care, compliance, and operational concerns; track outstanding issues through completion; and provide regular operational updates. Assist with corrective action plans, staff development, service improvements, and assigned after-hours/on-call responsibilities.

Performance Expectations

The Operations Manager is expected to demonstrate proactive leadership, accountability, consistent Lead Staff supervision, and ownership of assigned programs. Success is measured by regulatory compliance, effective staffing, timely issue resolution, continuity of care, and members’ safety, wellbeing, progress toward individualized goals, and overall quality of life.

Preferred Qualifications

• Experience working in Developmental Disabilities services (HCBS, in-home, or residential/group home).
• Associate Degree in a related field (e.g., health/human sciences, health administration, social services, or similar).

Work Environment

• In-person role based in Chandler, AZ, with periodic visits to member homes and group homes as part of routine oversight.
• Includes on-call escalation support as assigned.

At Potterville Care, we find immense satisfaction in cultivating enduring connections with our providers, families, and staff. Our commitment involves ongoing training, exceptional communication, and years of prosperous business experience, defining us as a distinctive and supportive agency.

We prioritize dedicating time to ensure the fulfillment of the needs of members, providers, parents, guardians, and families alike.