Community Living Operations Manager

DIVISION: Community Living

REPORTS TO: VP of Community Living

SUPERVISES:5-15

EXEMPTION STATUS: Exempt

POSITION SUMMARY: The Community Living Operations Manager plays a critical senior leadership role in ensuring BHAs 24/7 residential programs operate safely effectively and with excellence. This role serves as the essential second layer of leadership between the Vice President and Program Managers and is responsible for translating strategy into execution.

Grounded in BHA Community Living Core ValuesDignity First Person-Centered Living Connected Community Whole-Person Support Empowerment Through Daily Life Integrity in Action Collaborative Teamwork and Consistency and Compassionthe Operations Manager leads with urgency ownership and accountability.

This is not a passive or administrative role. The Operations Manager is a hands-on operator systems builder and people leader who anticipates problems implements solutions and drives continuous improvement. The OM sets the operational standard for Community Living and ensures Program Managers maintenance nursing and scheduling are supported by strong repeatable systems that result in high-quality care staffing stability regulatory compliance and financial sustainability.

The Operations Manager champions BHAs ABA-informed model of care ensuring operational systems leadership decisions and daily practices align with evidence-based behavioral principles and support high-fidelity clinical implementation.

QUALIFICATIONS:

Education & Experience:

Bachelors degree in Educational or Organizational Leadership Business Management Healthcare Administration Social Work Behavioral Health or a related field required. Masters degree preferred.

Minimum of 4 years of progressive leadership experience in operations (residential services healthcare behavioral health hospital operations crisis services or similar). Management in 24/7 operations preferred.

Demonstrated success in leading teams managing operational systems and fostering a culture of accountability and collaboration.

Experience managing high-risk environments staffing volatility and regulatory requirements.

Experience with HCBS DMH Medicaid-funded services or regulated residential settings strongly preferred.

Skills & Competencies

Valid drivers license meeting transportation requirements (Missouri Class E out-of-state equivalent or CDL with Passenger/School Bus endorsement).

Strong leadership presence with an ownership mentality.

Systems-focused thinker with the ability to design and implement scalable processes.

Innovative problem-solver who challenges outdated practices.

High accountability and follow-through.

Ability to lead calmly and decisively in high-pressure situations.

Strong interpersonal and communication skills.

Organizational and time management proficiency.

Emotional resilience and professionalism in high-pressure situations.

Strong leadership organizational and time management skills.

Excellent verbal and written communication abilities.

Knowledge of crisis management safety and compliance standards.

Ability to handle high-pressure situations with professionalism and composure.

Proficiency in Microsoft Office and operational data management systems.

KEY RESPONSIBILITIES:

Dignity First

Ensure residential operations consistently uphold dignity safety and respect for all individuals served.

Proactively identify and correct environmental staffing or systemic issues that compromise quality of life.

Model trauma-informed respectful leadership in all settings.

Person-Centered Outcomes

Ensure operational systems support individualized person-centered supports.

Partner with Program Managers to align daily routines staffing and environments with individual needs.

Partner with the nursing team to ensure proper medical care.

Monitor operational practices to ensure they enhancenot hinderindividual outcomes.

Ensure operational practices support the consistent implementation of ABA-based behavior support and skill-building programming.

Align staffing patterns routines and environments with clinical intent and evidence-based behavioral strategies.

Connected Community

Foster strong trust-based relationships with families guardians case managers funders and regulators.

Anticipate stakeholder concerns and address them proactively.

Serve as a visible ambassador and escalation point for complex or high-risk situations.

Actively represents BHA in the community.

Develops positive relationships with neighbors city officials municipalities and the DD/behavioral health community.

Proactively addresses zoning neighborhood and community concerns.

Whole Person Support

Ensure homes are staffed trained and equipped to meet behavioral medical and emotional needs.

Collaborate with Clinical Nursing and SRC teams to ensure comprehensive coordinated care.

Identify trends impacting safety or well-being and implement preventive strategies.

Partner closely with the Lead BCBA and Clinical team to support high-fidelity implementation of BSPs programming and behavior support strategies.

Ensure operational decisions reinforce not undermine clinical and behavioral interventions.

Empowerment Through Daily Life

Ensure operational systems support meaningful daily routines community engagement and independence-building opportunities.

Hold Program Managers accountable for consistent implementation of programming and activities.

Integrity In Action

Model ethical transparent and accountable leadership at all times.

Ensure accurate documentation incident reporting and compliance with all BHA and regulatory standards.

Lead corrective action planning and follow-through when standards are not met.

Hold Program Managers accountable for operational practices that support clinical fidelity behavioral consistency and evidence-based care delivery.

Collaborative Teamwork

Directly supervise coach and develop Program Managers as strong operators and people leaders.

Set clear expectations and hold Program Managers accountable for staffing training documentation and culture.

Partner with Maintenance Nursing HR Training Clinical and SRC teams to ensure alignment and execution.

Serve as a visible champion of ABA principles reinforcing their importance in leadership conversations operational decisions and staff expectations.

Model belief in evidence-based behavioral practices and align ABA principles with BHAs mission vision and core values.

Consistency and Compassion

Build and maintain structured reliable systems that support 24/7 operations.

Ensure staffing coverage shift accountability and on-call processes function consistently.

Reinforce predictable routines and expectations across all homes.

Operational Leadership & Systems Ownership

Own the operational performance of all assigned homes 24/7.

Design implement and continuously improve systems for:

oStaffing coverage and shift accountability

oOnboarding and training execution

oDocumentation accuracy and timeliness

oIncident prevention and response

oCommunication and escalation pathways

Conduct regular field-based audits and operational reviews to identify gaps before they escalate.

Design and maintain operational systems that support consistency reinforcement predictability and data-driven improvement in alignment with ABA principles.

Staffing Training & Workforce Stability

Ensure real-time visibility into staffing coverage training completion and compliance.

Partner with HR and Training to align staffing pipelines with operational needs.

Analyze turnover trends identify root causes and implement retention strategies.

Ensure Program Managers are actively engaged in onboarding and trainingnot delegating ownership.

Compliance Risk & Quality Assurance

Ensure all homes remain audit-ready at all times.

Monitor compliance with DMH HCBS Medicaid and internal standards.

Identify risk trends and implement preventive systems.

Lead internal reviews following incidents or compliance concerns.

Financial & Resource Management

Partner with the Vice President to manage budgets staffing costs and overtime.

Identify efficiencies without compromising quality or compliance.

Understand and manage the financial impact of operational decisions.

On-Call & 24/7 Leadership

Participate in on-call rotation and provide decisive leadership during crises.

Ensure Program Managers understand escalation protocols and expectations.

Serve as a calm directive presence during high-pressure situations.

Other Duties

Conduct staff training supervision and performance evaluations as assigned.

Participate in on-call rotations for behavioral crisis response.

Complete all documentation billing and reporting requirements in accordance with BHA and regulatory guidelines.

Uphold BHAs mission and values in all work performed.

Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Benefits:

• Medical Dental and Vision Insurance
• 401(k) HSA Flexible Spending Account Short-Term & Long-Term Disability
• PTO and Sick Time begin accruing on Day 1
• $100 monthly wellness spending account after 90 days
• OnDemand Pay (access earned wages when needed)

Starting Salary: Our compensation is competitive within the market. The starting rate for this position begins at $82118.40 annually with your final offer based on a combination of your education relevant experience and overall qualifications.