POSITION SUMMARY
The Program Manager provides leadership and operational oversight for Helping Hands Residential Services, LLC (HHRS) residential programs serving individuals with intellectual and developmental disabilities. The position is responsible for coordinating person-centered supports, supervising program staff, monitoring service quality and documentation, promoting health and safety, and supporting compliance with applicable Indiana Bureau of Disabilities Services (BDS), Division of Disability, Aging and Rehabilitative Services (DDARS), Medicaid Home and Community-Based Services (HCBS), and HHRS requirements.
The Program Manager serves as a key liaison among individuals served, families and guardians, case managers, behavior consultants, healthcare providers, pharmacy partners, direct support staff, and agency leadership. The role requires sound judgment, strong follow-through, responsiveness to urgent needs, and flexibility to provide support beyond normal business hours when necessary.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Program Leadership and Person-Centered Service Delivery
- Oversee the coordination and delivery of residential services across assigned sites, ensuring supports are high-quality, person-centered, and consistent with each individual’s Person Centered Individualized Support Plan (PCISP), authorized services, identified outcomes, and preferences.
- Conduct regular site visits to monitor service quality, staffing, health and safety practices, documentation, home conditions, and adherence to HHRS policies and procedures.
- Ensure residential environments are clean, safe, and adequately supplied with groceries and household necessities to support daily living needs.
- Promote dignity, choice, independence, community participation, and the health and welfare of individuals served in all program decisions and operations.
- Identify and escalate critical risks, recurring concerns, or unresolved operational issues to senior management and assist with timely corrective action.
- Participate as an active member of the agency’s management team and contribute to program planning, quality improvement, and organizational initiatives.
Staff Supervision, Development, and Coverage
- Directly supervise Team Leads and House Managers and provide ongoing leadership, coaching, guidance, and on-site support across assigned programs.
- Conduct performance evaluations, address performance or staffing concerns, and collaborate with leadership on appropriate corrective or disciplinary action in accordance with organizational policy.
- Assist with recruitment, interviewing, scheduling, and coverage planning to support safe and reliable program operations.
- Support onboarding and training of new staff on PCISPs, High Risk Plans (HRPs), documentation requirements, emergency procedures, and other individual-specific supports; coordinate with behavior consultants for Behavior Support Plan (BSP) training as applicable.
- Monitor employee timekeeping in Therap to promote accurate recording of work hours and attendance.
- Serve as on-call management support for residential programs and provide leadership during staffing shortages, urgent operational issues, and emergency situations.
Health, Safety, Medication, and Incident Management
- Monitor staff adherence to individual health, behavioral, safety, and emergency protocols and promptly address identified gaps.
- Maintain effective communication with HHRS’s designated pharmacy and healthcare providers to help ensure individuals have an adequate medication supply and that prescription renewals are coordinated in a timely manner.
- Coordinate the provider’s response to serious incidents, accidents, and allegations or suspicions of abuse, neglect, or exploitation (ANE), including required internal escalation, external reporting, documentation, and follow-up in accordance with applicable requirements and HHRS policy.
- Coordinate provider-level internal investigations and staff-related incident reviews; ensure documentation is objective, complete, and retained appropriately, and collaborate with leadership regarding follow-up actions.
- Review incident and accident reports for patterns or trends and assist in implementing preventive, corrective, or quality-improvement actions.
Individual Support Planning and Stakeholder Coordination
- Maintain regular, professional communication with individuals served, families and guardians, case managers, behavior specialists, healthcare providers, and other members of the individual’s support network.
- Attend required quarterly and other Individualized Support Team (IST) meetings, represent HHRS as an active team member, provide updates on progress toward identified outcomes, and follow through on assigned action items and recommendations.
- Monitor implementation of PCISPs, HRPs, BSPs, and other approved support strategies and ensure staff understand their assigned responsibilities.
- Review prospective referrals and available referral information to determine whether HHRS has the staffing, resources, and service capacity to appropriately support the individual; coordinate with families, case management, state agencies, and other stakeholders as needed.
- Maintain accurate records of referral outreach, placement activity, and related communications and provide reports to company leadership as requested.
Documentation, Compliance, Quality, and Financial Oversight
- Review program and service documentation for accuracy, completeness, timeliness, and consistency with authorized supports; ensure required monthly and quarterly reports are completed and submitted on time.
- Support the collection and organization of information needed for Short-Term Budget Requests (STBR) and Long-Term Budget Requests (LTBR) to address documented service and budget needs.
- Support HHRS’s CARF accreditation and survey readiness by assisting with implementation of applicable standards, maintaining organized documentation, participating in internal reviews, and promoting continuous quality improvement.
- Manage assigned program budgets and monitor financial performance in collaboration with senior management while ensuring service delivery remains aligned with authorized supports and individual needs.
- Perform other duties as assigned that are consistent with the responsibilities and level of the position.
QUALIFICATIONS
- Bachelor’s degree in a human services field or a related field and a minimum of three years of direct experience working with individuals with intellectual and developmental disabilities; an equivalent combination of relevant education and experience may be considered.
- Minimum of three years of supervisory experience.
- Strong leadership, organizational, interpersonal, written and verbal communication, documentation, problem-solving, and follow-through skills.
- Working knowledge of person-centered planning, residential service delivery, incident management, and the responsibilities associated with supporting individuals with intellectual and developmental disabilities.
- Ability to use Therap and other designated electronic systems for timekeeping, documentation review, communication, and program oversight.
- Ability to manage multiple residential sites and competing priorities while maintaining confidentiality, professionalism, and sound judgment.
- Ability and willingness to work beyond normal business hours and participate in on-call coverage as program needs require.
Note: This job description summarizes the primary duties and expectations of the position and is not intended to be an exhaustive list of every responsibility. Duties may be modified based on program needs and applicab
Pay: $50,321.57 - $55,602.32 per year
Work Location: In person
