Job Title: Operations Manager
Position Scope:
An exempt position, under the general direction from the Director of Operations, will
oversee daily operations of the company, assist with the development of short- and long--
term goals for the company and work with the internal operations of the business.
Subsequently will perform a variety of duties related to billing, payroll, respite service
programs, working directly with the regional center, customer satisfaction, and human
resources, maintaining the reception area, and supervising the day-to-day office
operations.
Essential Duties:
1. Manages organizational development strategies and processes; consistently
assesses the operating needs of the organization; creates and implements
programs, policies, and strategies that will fulfill and/or streamline organizational
goals.
2. Maintain ongoing communication (verbal and written) with consumer recruitment
specialist, respite program coordinator, case workers, clients, the regional center
and other departments; maintains continuous contact with departmental
supervisors and managers; assesses and audits clients' needs, services and
satisfaction surveys; monitors compliance issues as established by the agency and
the regional center’s policies.
3. Assist in the development, communication, and implementation of effective
growth strategies and processes.
4. Consistently strive to expand existing or acquire new services; provide ongoing
communication with the regional center; evaluate, assess, and develop services
derived from other resources; serves as a liaison between departments within the
organization and the regional center.
5. Ensures the Program Design is maintained and periodically updated.
6. Responsible for the measurement and effectiveness of all internal and external
processes. Provides timely, accurate, and complete reports on the operating
condition of the company.
7. Collaborate with the management team to develop and implement plans for the
operational infrastructure of systems, processes, and personnel designed to
accommodate the growth objectives of our organization.
8. Develop short and long-term objectives, plans, and strategies, that optimize the
use of personnel, material resources, and information technology in an effort to
meet and exceed the commitments to clients.
9. Maintains continuous contact with departmental supervisors and managers;
assesses and audits clients' needs, services, and satisfaction surveys; monitors
compliance issues as established by the agency and the regional center’s policies.
10. Posses the ability to resolve concerns or issues presented by clients, parents,
employees, community members, and the Regional Center in a timely manner;
Strategically assess, identify, and improve any department-related issues; assure
all related reports/communications are delivered in an accurate and timely
manner.
11. Responsible for the development, implementation, and training of all employees
on new and/or enhanced software programs; train new and existing employees
on client files and other essential processes, assuring that employees have
maintained mandatory training requirements; ensure that all employee
certifications are current.
12. Supervise the verification of all client authorizations along with authorizations
forwarded to human resources for activation; accurately update the vendor’s list.
13. Supervise all data pertaining to new and/or amended contracts, terminations and
inactive clients have been accurately entered; and the accuracy of the periodically
generated client list; ensure the completion of the referral statistic report and any
other related Respite Services & Respite Recruitment Department reports.
14.Ensure appropriate direction is given to the appropriate staff to consistently
review, input, and confirm data of all new intakes; review and maintain client files
assuring all contracts are current, evaluation packets are updated annually,
required forms are completed, adjusted, and signed by the appropriate parties;
will periodically review client files for quality and accuracy.
15. Supervise the follow-up on unreported respite hours, ensuring “Partial Service” or
“No Service” is identified and reported appropriately.
16. Attend quarterly vendor meetings at the Regional Center; ability to disseminate
accurate and reliable information from the Regional Center to staff, human
resources and to the Chief Executive Officer.
17. Responsible for organizing, scheduling, and administering quarterly respite
meetings.
18. Oversee the receipt, organization, and dissemination of all respite timesheets to
the administration office within a timely manner; ensuring all timesheet
corrections are corrected, followed up, and processed appropriately; ability to
distribute payroll checks during the corresponding pay dates and be responsible for
the completion of payroll check sign-off sheets.
19. Responsible for the distribution and analysis of client surveys on a periodic basis
in accordance with Title 17 regulations and to ensure client outcomes are being
met; may conduct follow-up calls to clients to discuss their needs, problems, etc.
20. Direct, schedule, and evaluate onsite human resources and respite departments
and employees; recommends office staff selections as needed.
21. Ability to function appropriately with the designated respite system & any other
related payroll/billing system; ensuring HR/client/program service related
information is entered and maintained accurately.
22. Continuously strive to provide excellent customer service, interpersonal
communication and serve as a source of accurate information.
Supervisory Requirements:
1. Supervise and maintain qualified staff.
2. Clearly communicate corporate expectations of performance and accountability.
3. Determines and assesses standards of performance as a basis for annual
performance reviews.
4. Develop and communicate concise, evident, achievable, and timely
performance outcomes.
5. Recommends salary adjustments, transfers, promotions, discipline, and dismissals
in a timely manner.
6. Ensures that employees receive the appropriate training and are provided the
necessary tools to succeed.
7. Fosters a cooperative and harmonious working environment to maximize
employee morale and productivity.
Secondary Duties:
1. Whenever necessary will represent the organization during public, media, and/or
professional events.
2. Attend mandatory meetings at the regional center; periodically attend scheduled
Board of Trustee meetings.
3. Ability to network within the community; when called upon will serve as the
public relations representative of the organization.
4. Manages and reviews the "on-call" program.
Education, Experience, and Skills Required:
1. High school graduate or equivalent (GED) plus a Bachelor’s Degree (3 years of
experience may substitute for one year of higher education).
2. Prior experience in a respite-related field preferred (3-5 years).
3. Prior supervisory experience (3-4 years).
4. Ability to read, write, and communicate effectively in English (Bilingual preferred);
ability to communicate effectively to small and large groups; ability to address an
elected board; and ability to create and deliver staff development workshops.
5. Ability to type 30 wpm and do basic business arithmetic.
6. Practical application of MS Access, MS Excel, MS Outlook, MS PowerPoint, and MS
Word for Windows environment is required.
7. Ability to use standard office machines such as a personal computer, calculator,
copier, fax machine, telephone, etc.
8. Valid California Driver’s License.
