Operations Manager

Operations Manager

Position Classification: Exempt, full-time, benefits eligible

Accountable to: Program Director

Operations Manager Position Description:

Under the direct supervision of the Program Director, the Operations Manager (OM) works collaboratively with all staff to facilitate and supervise the orchestration of daily operations related to client treatment and care on behalf of the Program Director and clinical team under the auspices of all prevailing Pathway Society policies and procedures. The Operations Manager reports and documents major incidents and concerns around documentation, workflow, client needs, staff performance, and crisis interventions to the director. The OM is a problem solver who can delegate, resolve, direct and instruct staff and clients in a respectful, positive, and goal-oriented fashion. The Operations Manager is responsible for the initial mediation, crisis prevention/intervention and maintaining daily workflow. While the OM is the first contact in the milieu, they do not create, change, or decide the interpretation of policies, curriculum, infractions, discharges, or staff disciplinary actions.

Operations Manager Primary Responsibilities:

• Work with care coordinators (CC), withdrawal management staff, reception, and intake to refine client movement and communication amongst team members and clients.
• Work with clinical teams to manage CCs client relationships.
• Report and answer directly to program director on daily issues and concerns related to CC, counselors, and client care.
• Collaborate with clinical supervisor daily to assist clinical team.

• Assist in facilitating medical needs for staff and clients with nurse and doctor in a timely fashion; communicate with medical, clinical and transport for client daily concerns; and Organize med and transport and fill in as needed.
• Conduct daily facility inspections for cleanliness, general condition, and damage.
• Be an ambassador by being visible for client and staff contact within the milieu.
• Broadly ensure the status of linen, toiletries, sanitation supplies and collaborate with culinary staff for any emerging needs.
• Collaborate and assist clinical, medical, intake and WM needs with county services, RR/OP, health agencies as needed including ALOC, transition, and referrals.
• Facilitate peer groups as necessary during clinical team absence or clinical crisis interventions.
• On a periodic basis, fill in during emergency scheduling issues that have no other staffing resolution available.
• Inspect CC work for compliance with PSI documentation and required paperwork.

Conduct shift change meetings (counselors train CC on techniques for client interaction).

• Refine daily client schedule to remove obstacles for groups, meals, breaks, transit, family visits, and drop offs.
• Review daily LOG of scheduled events not in the daily client treatment schedule and coordinate activities as necessary.
• Navigate and delegate daily crisis concerns with staff and resolve issues for staff to maintain workflow, client care, and productivity.
• Recognize initial conflicts with staff, clients and staff, client to client relations, and direct them to clinical team or director for resolution as necessary.
• Document all incidents with staff and/or clients and refer to the program director.
• Report any breech PSI policies by staff or clients to director; concerns with staff needs; and infractions and disciplinary issues.
• Monitor staff and client compliance within PSI policies, paperwork, procedures and intervene with redirection towards proper interaction, procedure, compliance, and workflow.
• Under the direction and guidance of the program director, create a training binder and maintain weekly staff training for procedures and paperwork, emotional regulation strategies, motivational interviewing trauma-informed techniques, meeting people where they are at, positive employee behavior, navigating technology, and professional affect policies.
• Under direction of the program director, consolidate PSI paperwork to decrease confusing clutter and increase workflow performance.
• Audit client case files for county compliance as necessary and directed.

Operation Manager Qualifications:

• Clinical experience and degree required
• CADC/equiv. and/or Bachelor's degree required
• Experience working with mental health and substance use disorder populations required.
• Ability to work peacefully and cooperatively as a member of the team.
• Excellent communication and documentation skills including use of computerized word and electronic health record data base.
• Ability to work effectively with people differing in value systems, ethnicity, cultural backgrounds, language capabilities, and disabilities.
• Mastery of utilizing tact and diplomacy in disputes; exercising good judgment; and responding calmly in emergency situations.
• Must pass comprehensive background check, reference check, and possess a valid driver license, current auto liability insurance and a clean driving record.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; climb stairs; walk; use hands to finger, handle, and type and occasionally lift supplies, up to 20 pounds.

Other Duties

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, activities and scheduled shift may change at any time, with or without notice.