Operations Manager of Community Living

POSITION SUMMARY 

Grounded in our Core Values—Compassion, Integrity, Collaboration, Empowerment, Innovation, Excellence, Expertise, Advocacy, and Learning—the Operations Manager of Community Living is accountable for the overall leadership, strategic direction, and operational performance of all residential programs within the organization. 

This position ensures that each residential site operates with the highest standards of quality, safety, and regulatory compliance, while maintaining fidelity to the organization’s mission and values. The Operations Manager is directly responsible for operational oversight, staff performance, fiscal management, and the consistent delivery of person-centered supports. This role demands a strong balance of strategic leadership and hands-on management to ensure that individuals served experience safety, dignity, and meaningful community engagement. 

Skills & Competencies 

• Demonstrated leadership and team development expertise with a focus on accountability and performance outcomes. 
• Strong analytical, organizational, and decision-making abilities. 
• Effective verbal and written communication skills with diverse audiences. 
• Proven capacity for crisis management, de-escalation, and complex problem-solving. 
• Competence in managing budgets, staffing models, and operational systems. 
• Professional demeanor with empathy, discretion, and cultural humility. 

KEY RESPONSIBILITIES 

Leadership, Oversight, and Accountability 

• Provide strategic and operational leadership to all Community Living programs, ensuring consistent delivery of high-quality, person-centered services. 
• Oversee day-to-day operations including staffing, scheduling, and program management to ensure efficiency, compliance, and fiscal responsibility. 
• Establish and monitor performance metrics to ensure accountability at every level of program operations. 
• Conduct regular program audits, site visits, and documentation reviews to ensure compliance with agency policy, Department of Mental Health (DMH) regulations, and accreditation standards. 
• Manage investigations, grievances, and incident follow-up with professionalism, timeliness, and transparency. 

Program Quality and Compliance 

• Ensure all programs meet or exceed internal quality benchmarks and state/federal requirements. 
• Lead the development and implementation of quality improvement plans based on data trends, feedback, and performance metrics. 
• Maintain a strong understanding of regulatory updates and proactively adjust policies and procedures accordingly. 
• Serve as a key liaison during licensing reviews, audits, and external inspections. 

People Management and Team Development 

• Recruit, mentor, and retain a high-performing workforce aligned with organizational values. 
• Provide coaching, supervision, and performance evaluations that foster growth, accountability, and professional development. 
• Oversee consistent staff training and certification in required competencies including PCM, First Aid/CPR, and Medication Administration. 
• Cultivate a workplace culture that values diversity, inclusion, and respect. 

Operational Excellence and Resource Management 

• Manage program budgets, monitor expenses, and ensure sound financial stewardship across all sites. 
• Implement standardized operational systems and processes to enhance efficiency and consistency. 
• Identify and mitigate operational risks, ensuring safety, continuity, and responsiveness in all programs. 
• Participate in on-call rotation and provide crisis response leadership when needed. 

Collaboration, Advocacy, and Communication 

• Partner with organizational leadership, Human Resources, Clinical Services, and other departments to ensure coordinated and effective service delivery. 
• Engage families, guardians, and external stakeholders to promote transparency, trust, and collaboration. 
• Advocate for the rights, inclusion, and empowerment of individuals served through active participation in community and organizational initiatives. 

WORKING CONDITIONS 

• Work performed primarily within residential and office environments with periodic travel to program sites. 
• May involve exposure to individuals exhibiting challenging behaviors or emotional distress. 
• Requires physical ability to implement Professional Crisis Management (PCM) techniques as trained. 
• Occasional exposure to moderate noise levels and emotionally charged situations. 

ACCESS TO PHI 

This position may have access to Protected Health Information (PHI) as needed for client support, documentation, and compliance purposes. 

 ACCOUNTABILITY/IMPACT 

Errors in judgment or decisions could result in significant operational, financial, or reputational impact to the organization. 

CORE COMPETENCIES 

Integrity and Professionalism: Demonstrates respect, honesty, and fairness in all interactions. Communicates openly and consistently while maintaining confidentiality. 

Collaboration and Teamwork: Works cooperatively to achieve shared goals. Promotes knowledge-sharing, inclusivity, and recognition of others’ contributions. 

Client/Customer Focus: Builds strong, sustainable relationships with clients and stakeholders. Seeks feedback to improve service and outcomes. 

Innovation and Initiative: Proactively identifies opportunities for improvement and takes initiative to implement solutions. 

Adaptability: Adjusts to evolving needs and changing environments while maintaining professionalism and focus on outcomes. 

Accountability: Takes ownership of results, meets commitments, and upholds organizational standards of performance and ethics. 

TRAINING AND DEVELOPMENT 

• Professional Crisis Management (PCM) Certification (current) 
• First Aid and CPR Certification (current) 
• Medication Aide Training 
• Completion of required courses: Abuse & Neglect, HIPAA, Bloodborne Pathogens, Confidentiality, TOOLS, ABA 101 
• Additional training as assigned by supervisor 

QUALIFICATIONS:

• Master’s degree in Human Services, Psychology, Social Work, Healthcare Administration, or related field; equivalent combination of education and relevant experience may be considered. 
• Minimum of four (4) years of progressive management and supervisory experience. 
• At least two (2) years of experience in quality assurance, compliance, or operations within a residential, healthcare, or human services setting preferred. 
• Experience supporting individuals with developmental disabilities and behavioral health needs strongly preferred. 

EQUAL EMPLOYMENT: Equal Opportunity is and shall be provided for all employees and applicants for employment on the basis of their demonstrated ability and competence without unlawful discrimination on the basis of their race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, protected veteran status, or any other status protected by applicable state or federal law. This policy shall not be interpreted in such a manner as to violate the legal rights of religious organizations or the recruiting rights of military organizations associated with the Armed Forces or the Department of Homeland Security of the United States of America.

ADA STATEMENT: To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.