Position Title: Director of Service Operations
Program: Administration
Reports to: Executive Director
FLSA Status: Exempt
Salary Range: $100,000 - $120,000
Job Overview: Responsible for effective management and oversight of day-to-day operations of all agency service delivery in concert with the goals, objectives, and leadership of the Executive Director. Support the mission of the agency by providing quality program development for the community, day habilitation and employment programs by connecting people to opportunities, information and services. The role operates as a strategic thinker, but at the same time a hands-on, engaged and established leader with strong competencies in developmental disabilities services. Position must ultimately be able to work effectively across all departments to ensure implementation of regulatory requirements and meet job responsibilities as delineated below.
Supervisory Responsibilities:
Supervises: Director of Bistro, Director of Transportation, Director of Community Based Day Supports and Vocational Services, and Director of Employment Services.
Essential Functions of Position:
1. Provide leadership for driving organizational culture in a manner that is consistent with core values and aligns with Personnel Policy and Procedure.
2. Maintain exemplary working relationships with all internal and external stakeholders including but not limited to funders, private donors, and community employers.
3. Develop strategy and provide leadership to enable increased community integration opportunities, and community integrated employment opportunities for people with disabilities.
4. In partnership with the Executive Director develop and implement sustainable growth strategies for services that may include but not limited to; establishing new services lines, expanding existing services offerings, and development of social enterprise.
5. Establish services outcomes that align with goals and direction of the organization.
6. Demonstrate sound decision making for operational obstacles and issues that arise day-to-day.
7. Provide mentorship to service directors for continued development.
8. In partnership with the Director of Quality Assurance and Enhancement, assures compliance to laws, regulations and services compliance as required by DDS, EOHHS, QUEST, CARF and other regulatory/funding agencies standards and contractual agreements.
9. Monitor and spearhead implementation of new and/or changing regulatory requirements in orchestration with services and administration to ensure policies, procedures and practices align with requirements.
10. Respond to all emergent internal needs including those related to Plan of Corrective Action (POCA) as well as management corrective action taken on annual individual satisfaction survey.
11. In partnership with the Director of Day Habilitation, develop and update organizational documents including but not limited to COOP, Performance Management Plan, Performance Improvement Report, etc.
12. Research and recommend value-added trainings and professional development opportunities designed to enrich programs beyond current quality metrics.
13. In partnership with Executive Director, ensure performance evaluations and training requirements are continuously completed.
14. In collaboration with service directors develop operational manuals for respective services.
15. Drive the development of timely and useful statistic, and anecdotal information for purposes of data driven decision making.
16. In collaboration with service directors and finance department, ensure continuity of referral processes for people seeking services.
17. Represents agency on contract services and other external publics in a professionally exemplary manner.
18. Work in orchestration across all departments with I.T. to maximize simple, effective use of technology. Lend assistance on specific, assigned special needs or as departments request, as well as grant opportunities.
19. Market to all local school districts securing contracts and referrals in orchestration with Department Directors.
20. Perform other work related duties as assigned by Executive Director.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor’s or Master’s (preferred) degree in human services/related field and five years’ experience in human services. A minimum of 5 years of experience in a leadership capacity within the I/DD field. Working knowledge of DDS regulations pertaining to all agency operations, general knowledge of GAAP accounting methods, and all related regulation stemming from MRC.
LANGUAGE SKILLS
Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations. Write clear reports, business correspondence, and procedure manuals. Effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Work with mathematical concepts such as probability and statistical inference. Apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
REASONING ABILITY
Ability to define problems collects data, establish facts, and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
CERTIFICATES, LICENSES, REGISTRATIONS
Require valid driver’s license and satisfactory driving record. Maintain a valid First Aid, CPR and Medication certification and Crisis intervention training. Pass Criminal Background Check (CORI), Fingerprint Screening and DDS Abuse Registry Screening.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. Ability to lift 30 pounds as needed.
WORK ENVIRONMENT
While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, outside weather conditions, and vibration. The noise level in the work environment is usually moderate. The work environment characteristic will change depending on the location of services and supports being offered to the individuals.
BENEFITS FULL-TIME
- 20 days Paid Time Off (PTO) accrued annually through first two years, Unused PTO can be carried over into the following year up to amount earned in a year. 25 days PTO annually after 2 full years of service. 30 days PTO annually after 5 full years of service
- Paid day off for birthday
- 12 paid holidays
- Retirement Plan - Self-funded (upon hire)
- Health, Vision, Dental Insurances and Flexible Spending Account (after 30 Days)
- Voluntary Accident Insurance, Cancer Select Insurance, Legal Shield (after 30 days)
- Group Life and Long Term Disability Insurances at no cost (after 90 days)
- Tuition Reimbursement $2,000 per year
- $1,000 Employee Referral Bonus
- Free BJ’s Wholesale Club Membership
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GROW Associates, Inc. is a non-profit 501 (c) organization, EIN# 23-7378144, connecting people of all abilities with opportunities since 1973. GROW provides a wide range of services: Day Habilitation, Community-Based Day Supports, Vocational Training and Employment Services. GROW’s programs help the people we serve to succeed at work, develop life skills, as well as provide different forums for social integration in the broader community. We are serving over 200 individuals, ranging in age from 22-82, from over 40 local communities. The organization employs 48 human service professionals.
As a leading community health and human services organization in Massachusetts, GROW Associates is licensed, certified, and accredited by a range of agencies and organizations, guaranteeing the highest quality of services to support people with intellectual and developmental disabilities.