Operations Manager

Operations Manager:

An exempt position, under the general direction from the Director of Operations, will oversee daily operations of the company, assist with 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 client’s needs, services and satisfaction surveys; monitors compliance issues as established by 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. Develops short and long-term objectives, plans and strategies, which optimize the use of personnel, material resources, and information technology to meet and exceed the commitments to clients.

9. Maintains continuous contact with departmental supervisors and managers; assesses and audits client’s needs, services and satisfaction surveys; monitors compliance issues as established by 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 employee have maintained mandatory training requirements; assure 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 contract, 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 responsible for the completions 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 assure 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. Develops and communicates 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; 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.