Residential Operations Support Manager

Position Summary:
The Residential Operations Manager is responsible for supporting the overall daily operations and quality of the Residential Department during the second/evening shift (4:00 PM – 12:00 AM) and managing and supervising Residential PRN staff. This position ensures PRN staff are appropriately scheduled, supported, trained, and held accountable to agency expectations.

The Residential Operations Manager provides onsite oversight across residential locations, conducts house inspections and staff observations, reviews THERAP documentation, monitors staff performance, provides mentoring and hands-on support to Direct Support Professionals (DSPs) and similar roles, and works collaboratively with Residential Directors, Residential Coordinators, QIDPs, House Managers, and other members of the residential team.

The position serves as a resource to residential leadership and staff by identifying operational needs, addressing concerns, supporting quality improvement efforts, and promoting consistent, person-centered services throughout the Residential Department.

Essential Duties and Responsibilities:

Residential Operations and PRN Staff Management

• Manage and supervise all Residential PRN staff employees.
• Develop and maintain schedules for PRN staff based on residential staffing needs.
• Assign PRN staff to residential locations based on staffing requirements, individual support needs, staff competencies, and operational priorities.
• Respond to staffing call-outs and assist with securing appropriate coverage.
• Monitor PRN staff attendance, punctuality, dependability, and performance.
• Review and approve PRN staff timecards for accuracy and completeness.
• Address attendance, performance, conduct, and scheduling concerns in a timely manner.
• Provide feedback and recommendations to Residential leadership regarding PRN staff performance.
• Assist with onboarding and orientation of new PRN staff.
• Maintain awareness of staffing needs across Residential locations and assist leadership with identifying coverage concerns.

Residential Quality Monitoring

• Conduct routine and unannounced onsite visits to Residential locations.
• Develop, implement, and maintain standardized house inspection forms and quality monitoring tools.
• Conduct house inspections to monitor safety, cleanliness, organization, and compliance with agency expectations.
• Observe staff interactions with people supported and provide coaching and feedback as appropriate.
• Monitor staff adherence to person-centered practices, dignity, safety, and established support expectations.
• Identify concerns and communicate findings to the appropriate Residential leadership.
• Follow up on identified concerns to ensure corrective action has been completed.
• Maintain documentation of inspections, observations, follow-up, and quality improvement activities.

Staff Mentoring and Hands-On Support

• Provide onsite mentoring and hands-on support to DSPs.
• Model appropriate staff practices and professional interactions.
• Assist DSPs with understanding and implementing agency procedures and expectations.
• Provide coaching when staff performance or service delivery concerns are identified.
• Support staff in developing effective approaches to meeting the needs of people supported.
• Identify staff training needs based on observations, documentation reviews, and performance concerns.
• Provide or coordinate training as needed.

THERAP and Documentation Review

• Read and review THERAP documentation daily.
• Assist with training to maintain compliance with required documentation and service standards.
• Support follow-up related to documentation deficiencies.

Communication and Team Relationships

• Maintain effective working relationships with all members of the Residential Department.
• Communicate regularly with Residential Directors, Residential Coordinators, QIDPs, House Managers, and DSPs.
• Serve as an operational resource for residential teams and PRN staff.
• Communicate staffing concerns, service delivery concerns, safety concerns, and other issues promptly.
• Participate in Residential Department meetings, quality improvement activities, and staff training as assigned.
• Promote a positive, collaborative, and accountable work environment.

Compliance and Quality Assurance

• Support compliance with agency policies, procedures, and applicable state and federal requirements.
• Assist with preparation for internal reviews, audits, and regulatory inspections.
• Monitor residential practices for compliance with health, safety, documentation, and service requirements.
• Assist with identifying trends, operational concerns, and areas for improvement.
• Ensure concerns requiring immediate attention are communicated to the appropriate leadership.
• Report suspected abuse, neglect, exploitation, misconduct, or other serious concerns in accordance with agency policy and applicable requirements.
• Maintain confidentiality of information related to people supported, employees, and agency operations.