POSITION SUMMARY: Under the direction of the Senior Director, the Director of Operations oversees the designated department programs and provides support to all assigned CRS managers. The Director of Operations is also responsible for the development and implementation of policies and procedures, and oversight of program operations.

DUTIES AND RESPONSIBILITIES

• Ensure through review and delegation that assigned programs meet the needs of individuals supported, including, but not limited to, up to date annual plans, assessments, outcome implementation, monthly and quarterly reviews of progress, all required documentation, data collection, and completion of medical appointments
• Ensure the identification of changes in individuals' needs and implementation of changes in the individual's programming
• In the absence of Operations Manager, ensure ongoing review and implementation of individual's annual plan as needed; this includes ensuring justification and request of Needs Group reassessment sent to the assigned Supports Coordinator.
• Ensure through review and delegation that programs comply with day to day operations requirements according to established policies, including but not limited to insurance of compliance with HIPAA, support of individuals' rights, individuals' funds security, and all other policies and standard operating procedures pertinent to individuals supported, staff, vehicle, and program requirements
• Ensure through review and delegation that assigned programs meet all regulatory requirements
• Work with, understand, and comply with terms and conditions of collective bargaining agreements (CBA) within a unionized environment with tasks including but not limited to adherence to scheduling procedures, processing transfers and promotions, administering disciplinary actions, adjudicating grievances, where appropriate, etc
• Review and facilitate staff compliance with training requirements
• Ensure through review and delegation required staffing implementation and efficient scheduling of all assigned areas, along with accurate accounting of staff time and processing of payroll
• Provide supervision of assigned staff in the areas including, but not limited to, recruitment, selection, leadership, coaching, training, performance management, promotion, corrective action, and termination
• Coordinate with Human Resources (HR) for the hiring and discipline of all personnel, including investigations of disciplinary infractions as needed
• Support the Operations Manager to ensure accurate and timely census setting
• Ensure program performance at budget levels as identified
• Interpret agency philosophy and establish standards of excellence for assigned program staff
• Lead the development and implementation of assigned programs' service priorities, goals and objectives
• Develop and implement systems for ensuring programmatic compliance in assigned areas
• Participate in Supports for Living (SFL) Quality Improvement Department activities, including implementing Office of Developmental Programs' (ODP) quality assurance/quality improvement requirements in assigned areas
• Perform on-call duties off hours as assigned, providing guidance and support to managers and staff per established on-call and operational policies and protocols
• Participate in committees and sub-committees as requested
• Continuously improve operations through actions including but not limited to encouragement and utilization of feedback from individuals supported, staff, families, peers and other stakeholders, response to audit results, implementation of established best practices, and identification and prevention of potential problems
• Share information and lessons learned toward continuous improvement with peers and administration for the benefit of all programs
• Create and foster a positive workplace culture of support, encouragement and growth by creating shared vision and clearly communicating that vision, by having open and transparent communication, by recognizing the accomplishments of those he/she leads, and by being aware of the training and development needs and aspirations of those he/she leads.
• Manage and respond to requests in multiple areas including but not limited to Records Management, Payroll, Purchasing, Information Technology Services, and HR Departments
• Plan, staff, review and organize staff assignments for assigned department projects
• Provide operational assistance across various programs as needed
• Provide leadership, coaching, guidance, training and staff development to all levels of department staff
• Provide support and assistance to the Operations Managers in the areas of on-boarding of new employees, job postings and staff data changes/updates as needed
• Review and submit all staff related HR paperwork in absence of Senior Director
• Assists the Senior Director with reviewing and conducting interviews for team vacancies
• Work with staff, managers and QI Director to ensure employee adherence to program policies and protocols including but not limited to safety measures
• Work with Fiscal Department staff to verify payable and receivable accounts as needed
• Direct operations to ensure compliance with established Key Performance Indicators (KPIs) and provide input for the development of new measures as needed
• Notify directors, and managers as applicable, of any new policies and procedures in a timely manner.
• Plan, facilitate, lead and actively participate in program/administrative meetings, staff meetings and meetings with all other departments across the organization as needed
• Provide coverage as direct support professional, Program Specialist, Program Supervisor and/or Operations Manager as needed
• Perform CPR, first aid, and crisis intervention when needed in accordance with agency trained protocols
• Perform other duties as assigned

IMMEDIATE SUPERVISOR: Senior Director

DIRECT REPORTS: CRS Operations Managers

CONTACTS: Individuals supported, Elwyn staff, parents, guardians, community agency representatives, providers, government officials, & vendors

EDUCATION/EXPERIENCE/SKILLS QUALIFICATIONS:

• One of the following combinations of education and experience:
  • Associate's Degree from an accredited college or university or 60 credit hours AND 4 years of experience working directly with persons with intellectual disabilities
  • Bachelor's degree from an accredited college or university AND 2 years of experience working directly with individuals with intellectual disabilities
  • Master's Degree from an accredited college or university AND 1 year experience working with individuals with intellectual disabilities
• Five (5) years of program operations and management experience
• Leadership experience in process improvement or operational improvements preferred
• Previous experience working within and managing a unionized workforce preferred
• Strong organizational skills
• Must possess excellent communication and customer service skills along with strong interpersonal skills
• Demonstrated intermediate skill level of Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook; experience with Microsoft Teams preferred
• Demonstrated ability to anticipate future needs or problem areas and implement effective action
• Demonstrated creativity in developing solutions to program problems
• Demonstrated ability to adapt to changes in workload, especially during crisis situations
• Demonstrated ability to perform duties in an independent manner with little or no need for direct supervision
• Demonstrated ability to work effectively as part of a team
• Must be able to perform CPR, first aid, and crisis intervention techniques using agency-trained protocols
• Must have current, valid driver's license in state of residence, three (3) years driving experience in the United States, and acceptable driving record

PHYSICAL DEMANDS/ENVIRONMENTAL PROFILE:SeePhysical Demands Checklistbelow which represents the general physical demands and environment conditions to which the employee holding this position must meet, in addition to the duties and responsibilities listed above, to successfully perform the essential functions of this job. Elwyn will engage otherwise qualified candidates for this position whose disabilities may require reasonable accommodations to enable an individual to perform the essential functions.

Elwyn reserves the right to revise or change job duties and responsibilities as needed. This job description is not meant to be an all-inclusive statement of duties and responsibilities of the job nor does it constitute a written or implied contract.

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