What are the responsibilities and job description for the Director of Operations position at Right at Home South Bend?
OPERATIONS DIRECTOR
Position Summary
The Operations Director is responsible for overseeing the day-to-day operations of a non-medical home care agency serving seniors. This role ensures high-quality client care, regulatory compliance, efficient staffing, and strong financial performance. The Operations Director works closely with office staff, caregivers, and leadership to drive growth, maintain service excellence, and support both clients and employees.
Key Responsibilities
Operational Leadership
- Oversee daily operations of the agency, ensuring efficient and effective service delivery
- Develop, implement, and monitor operational policies and procedures
- Ensure consistent, high-quality care that meets or exceeds client expectations
- Manage scheduling processes to ensure appropriate caregiver coverage
Staff Management & Development
- Recruit, hire, train, and supervise office staff and caregivers
- Foster a positive, accountable, and mission-driven workplace culture
- Conduct performance evaluations and provide coaching and corrective action as needed
- Ensure adequate staffing levels to meet client demand
Client Services & Satisfaction
- Oversee client intake, care plan development, and ongoing service management
- Address client concerns and resolve service issues promptly
- Maintain strong relationships with clients, families, and referral sources
Compliance & Quality Assurance
- Ensure compliance with state regulations, licensing requirements, and company policies
- Maintain accurate and timely documentation and records
- Conduct audits and quality assurance checks on caregiver performance and client care
Financial & Business Performance
- Manage budgets, expenses, and operational KPIs
- Monitor productivity metrics
- Collaborate with leadership on growth strategies and business development initiatives
Qualifications
- Bachelor’s degree in Healthcare Administration, Business, or related field (preferred)
- 3–5 years of operations or management experience, preferably in home care, healthcare, or senior services
- HR experience or knowledge is strongly preferred
- Strong leadership, organizational, and problem-solving skills
- Experience with scheduling, staffing, and workforce management
- Knowledge of state regulations for non-medical home care (or ability to quickly learn)
- Excellent communication and interpersonal skills
- Proficiency in office software and scheduling systems
Key Competencies
- Leadership and team development
- Operational efficiency and process improvement
- Client-centered mindset
- Financial acumen
- Conflict resolution
- Time management and multitasking
Work Environment
- Office-based with regular field interaction (client homes, caregiver supervision, community visits)
- Requires on-call availability, after-hours support for some weekdays and weekends
Compensation & Benefits
- Competitive salary
- Performance-based bonuses
- Paid time off