Overview
The Day Services Program Manager provides hands-on leadership and full accountability for the operation, staffing, curriculum, compliance, quality, and continued development of Prime Horizon Day Services. The manager creates a safe, respectful, well-structured environment in which adults with intellectual, developmental, and physical disabilities participate in meaningful, person-centered experiences that build independence, life skills, relationships, and community connection.
This is one integrated leadership position. The manager owns both program and curriculum development and staff management; these responsibilities are not divided between separate management roles. The manager works collaboratively with the Program Operations Coordinator, who supports day-to-day communication, coordination, and implementation under the manager’s direction.
Duties
1. Program Leadership and Daily Operations
· Lead the daily operation of the Day Services program and establish a calm, positive, organized, and participant-centered environment.
· Set clear priorities, staff assignments, expectations, and routines so each program day has structure, purpose, and consistent follow-through.
· Maintain an active, visible presence in the program, particularly during high-need periods, and provide direct guidance or participant support when needed.
· Oversee participant census, service delivery, staffing levels, resources, supplies, and operational needs.
· Identify and implement improvements that strengthen quality, efficiency, participant outcomes, staff performance, and sustainable program growth.
· Keep Executive Leadership informed of significant program needs, risks, accomplishments, and recommended actions.
2. Curriculum, Activities, and Program Development
· Develop, organize, implement, and evaluate structured programming that is educational, therapeutic, recreational, and skill-based.
· Develop and oversee systems for creating and maintaining clear daily, weekly, and monthly schedules, lesson plans, activity materials, and preparation processes that staff can consistently implement.
· Design programming around participant interests, abilities, Individual Service Plans, person-centered outcomes, and assessed support needs.
· Include opportunities such as cooking, hygiene and self-care, budgeting, communication, social skills, health and wellness, recreation, creative expression, community safety, volunteering, and community engagement.
· Lead and model classes, activities, and effective engagement strategies; coach staff in adapting instruction and support for different learning and communication needs.
· Plan safe, purposeful community outings and build relationships with businesses, organizations, volunteers, and other community partners.
· Monitor participation, engagement, skill development, and program effectiveness, making adjustments based on outcomes and feedback.
· Ensure programming remains meaningful and does not become passive, repetitive, or primarily custodial.
3. Staff Supervision, Scheduling, and Development
· Directly supervise all Day Services employees, including the Program Operations Coordinator and direct support staff/teachers.
· Participate in recruiting and interviewing qualified staff and provide hiring recommendations to Executive Leadership and Human Resources. Orient, train, coach, evaluate, recognize, and support the retention of qualified employees. Final hiring, termination, and other employment-status decisions require approval from Executive Leadership and Human Resources.
· Establish clear role expectations and hold staff accountable for professionalism, attendance, documentation, participant engagement, teamwork, and quality of support.
· Provide timely feedback, address conflict and performance concerns promptly, and complete corrective or disciplinary action in accordance with company policy.
· Prepare and manage staff schedules, assignments, call-ins, coverage, timekeeping, and required participant-to-staff ratios while supporting continuity of services.
· Verify completion of required training and assess staff competency in participant support, emergency response, behavior support, documentation, transportation, and other assigned duties.
· Conduct regular team meetings, communicate decisions and priorities clearly, and foster an inclusive culture in which staff contribute ideas, plan together, and work collaboratively.
· Build staff confidence and independence while remaining available for consultation, escalation, and final operational decisions.
4. Participant Services, Health, Safety, and Relationships
· Ensure each participant is treated with dignity, respect, choice, and appropriate support and that services reflect person-centered planning principles.
· Complete or coordinate referrals, tours, intake assessments, admission and enrollment, service planning, ongoing reviews, transitions, and discharge processes.
· Review participant needs and ensure staff understand and follow service plans, behavior support plans, health protocols, personal-care needs, dietary requirements, mobility supports, and emergency instructions.
· Provide oversight of health monitoring, personal care, behavioral support, medication-related procedures, and other participant supports within staff authorization, training, and company policy.
· Respond calmly and promptly to behavioral, medical, safety, transportation, or other urgent situations; arrange appropriate assistance and ensure required notifications and follow-up.
· Serve as the primary program contact for participants, families, guardians, residential providers, case managers, managed care organizations, healthcare professionals, and other members of the support team.
· Attend and contribute to service-planning meetings, communicate relevant updates, and resolve questions or concerns professionally and promptly.
· Review and respond to incidents, complaints, grievances, suspected mistreatment, and human-rights concerns in accordance with policy and applicable requirements.
5. Compliance, Documentation, and Quality Assurance
· Ensure program practices comply with applicable Wisconsin requirements, Medicaid and managed-care expectations, contractual obligations, participant rights, and Prime Horizon policies and procedures.
· Maintain complete, accurate, timely, and confidential participant, personnel, service, training, attendance, incident, and program records.
· Monitor documentation quality and service authorization requirements and correct gaps before they affect participant care, compliance, or billing.
· Complete and submit required reports, reviews, follow-up documentation, and information requested by Executive Leadership or external partners.
· Participate in audits, quality reviews, investigations, and corrective-action planning; implement and monitor sustained improvements.
· Protect participant confidentiality and ensure staff follow HIPAA, privacy, record-retention, and information-security expectations.
6. Transportation, Facility, and Resource Oversight
· Coordinate safe, reliable participant transportation and community access, including route needs, staffing, vehicle readiness, and contingency planning.
· Safely operate company vehicles, including wheelchair-accessible vehicles, when needed and ensure assigned staff follow driving, inspection, securement, and passenger-assistance procedures.
· Maintain a safe, clean, accessible, welcoming, and well-supplied program environment; report and follow through on maintenance, equipment, and safety needs.
· Use program funds, supplies, equipment, staff time, and other resources responsibly; assist with budget planning and monitor spending within assigned authority.
Leadership Relationship with the Program Operations Coordinator
The Program Operations Coordinator serves as the primary on-site resource for daily operational coordination. Under the Program Manager’s direction, the Coordinator may help organize schedules and daily assignments, support staff communication, coordinate activity preparation and transportation details, and follow through on established operational plans. The Coordinator does not independently supervise, evaluate, discipline, hire, or terminate employees or change program policies unless specifically authorized. This role supports communication and teamwork without creating a separate management structure. The Day Services Program Manager:
· sets program priorities, curriculum expectations, schedules, staffing assignments, and operating procedures;
· supervises, coaches, evaluates, and, when necessary, disciplines employees;
· retains final decision-making authority and accountability for the Day Services program; and
· maintains an environment where all employees are expected to contribute ideas, participate in planning, work together, and may contact Executive Leadership directly when appropriate.
Requirements
· Bachelor’s degree in education, special education, social work, recreational therapy, occupational therapy, psychology, human services, healthcare or business administration, or a related field preferred. A combination of relevant education, program-development experience, disability-services experience, and successful staff-management experience may be considered.
· Demonstrated experience successfully supervising employees, managing conflict, addressing performance concerns, and building an accountable, collaborative team.
· Experience developing or leading person-centered programming, structured instruction, curriculum, training, recreational or therapeutic activities, vocational services, behavioral services, or skill-building programs.
· Experience supporting adults with intellectual/developmental disabilities, physical disabilities, or other significant support needs strongly preferred.
· Working knowledge of person-centered planning, participant rights, positive behavioral supports, health and safety practices, and confidential documentation.
· Strong organization, communication, judgment, follow-through, documentation, and problem-solving skills.
· Ability to remain calm, make sound decisions, and lead others during behavioral, medical, staffing, transportation, or operational challenges.
· Proficiency with email, Microsoft Office, electronic documentation, scheduling/timekeeping systems, and the ability to learn company software.
· Valid driver’s license, acceptable driving record, and ability to meet company vehicle and insurance requirements.
· Ability to complete required caregiver/background checks, health screening, orientation, and ongoing training.
· CPR/First Aid certification or ability to obtain and maintain certification within the timeframe established by Prime Horizon.
Core Competencies
Competency
What It Looks Like
Compassionate leadership
Balances empathy, respect, and participant choice with clear standards and accountability.
Teaching and person-centered programming mindset
Creates meaningful, person-centered learning opportunities, breaks skills and expectations into understandable steps, and adapts to different abilities, communication needs, and learning styles.
Operational ownership
Anticipates needs, organizes details, follows through, and accepts accountability for results.
Communication
Shares clear, timely, professional information and listens carefully to participants, staff, and partners.
Sound judgment
Recognizes risk, uses policy and available information, escalates appropriately, and makes timely decisions.
Team development
Coaches employees, invites meaningful input, addresses concerns directly, and strengthens collaboration.
Continuous improvement
Uses observation, feedback, and outcomes to improve programming, systems, and participant experiences.
Physical Requirements and Work Environment
· Work is performed in program, office, community, and vehicle settings with noise and activity levels that may vary from quiet to loud.
· The position regularly requires standing, walking, sitting, reaching with hands and arms, stooping, kneeling, crouching or crawling, speaking, listening, using a computer, moving throughout the program, and responding promptly to participant or staff needs.
· The employee must be able to assist with participant mobility and personal-care needs consistent with training, individual plans, and safe work practices, and to lift or move a minimum of 50 lbs with or without reasonable accommodation.
· The role includes driving and accompanying participants in the community and may involve exposure to changing weather conditions.
· Reasonable accommodations will be considered in accordance with applicable law.
Schedule and Availability
This is a full-time position with a schedule primarily during Monday–Friday daytime program hours. The manager must be available as reasonably needed for early or late coverage, staff training, special events, participant or transportation issues, and urgent operational concerns. Schedule and availability expectations may be adjusted based on program needs.
Other Expectations
· Follow all Prime Horizon policies, procedures, ethical expectations, and confidentiality requirements.
· Maintain professional boundaries and model respectful, dependable, and ethical conduct.
· Perform other related duties reasonably assigned by Executive Leadership as program and participant needs evolve.
Acknowledgment
This job description summarizes the primary duties and expectations of the position and is not intended to list every possible responsibility. Duties may change based on participant, program, regulatory, and organizational needs. Employment with Prime Horizon, Inc. is at will, meaning either the employee or the company may end the employment relationship at any time, with or without notice, subject to applicable law.
*FLSA classification should be confirmed based on the position’s actual duties, salary basis, and applicable law.
Pay: $50,000.00 - $65,000.00 per year
Benefits:
Education:
Experience:
- person-centered planning: 1 year (Preferred)
- Supervisory: 1 year (Preferred)
Work Location: In person
