Elwyn Job - 32719874 | CareerArc
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Company: Elwyn
Location: Media, PA
Career Level: Mid-Senior Level
Industries: Healthcare, Pharmaceutical, Biotech


POSITION SUMMARY: The Operations Manager implements, oversees and ensures that the services provided in the ICF program adhere to applicable regulations and that the services provided meet the needs of the individuals, according to the Individual Program Plan (IPP) and are of high quality. The Operations Manager develops, completes, and/or oversees the completion of required program documentation, coordinates and secures the provision of services, trains and supervises supervisors, attends and leads meetings, communicates effectively with all team members, including family members, and ensures the implementation of Conditions of Participation which consist of continuous Active Treatment, individual protections, staffing, and the appropriateness and safety of the physical environment, emergency preparedness and the provision of health services to people for whom they are responsible.



  • Interview and hire to build and maintain a team of supervisors and staff focused on the Conditions of Participation as found in the ICF/IID regulations in their assigned building(s) through the implementation of the Individual Program t Plan (IPP) goals, program structure and individual rights through ongoing support, individual supervision, training, and regular staff meetings
  • Supervise assigned Program Supervisors providing leadership for the development of their assigned direct support professionals through timely feedback on employees' job performance, including providing counseling and disciplinary actions up to and including termination as appropriate
  • Provide supervision of assigned staff in the areas including, but not limited to, recruitment, selection, leadership, coaching, training, performance management, promotion, discipline and termination
  • Oversee the management of the program staffing schedules to ensure consistent staffing
  • Oversee staff training compliance to ensure direct support professionals and supervisors are trained on individuals' needs, program-specific trainings and other required trainings.
  • Through a continuous review of program operations and daily guidance including reviewing and auditing daily practices, physical site audits, and vehicle audits, ensure that the Program Supervisors and their staff comply with implementing and/or overseeing program policies and procedures, including but not limited to:
    • maintenance of a comfortable, clean and organized building
    • building safety routines being carried out and individuals supported are trained in the same,
    • correcting safety hazards such as appropriate use of Personal Protective Equipment (PPE), sanitation and hygiene, and/or follow up on hazards to take immediate action
    • a system of safe practice
    • fire preparedness
    • survey readiness at all times
    • vehicle maintenance
    • HIPAA compliance
    • adherence to individual finance policies and protocols
    • adherence to procedures and protocols for medical appointments and medical benefits for the individuals, including executing required protocols such as staffing and vehicle arrangements to ensure medical appointments occur as scheduled
    • use of petty cash
    • building operation in accordance with state licensing and accreditation standards
  • Along with the Program Supervisor, Qualified Intellectual Disabilities Professional (QIDP), and the Clinician, lead staff meetings to train staff in implementing Active Treatment, behavior supports, and providing services as prescribed in the Individual Service Plan
  • Operate under and teach other team members about ICF/IID regulatory core elements in order to prevent incidents, implement immediate corrective action on a specific incident, prevent similar incident for individual or other individuals, implement corrective and systemic measures to avoid deficient practice, and monitor corrective actions put in place
  • Continuously monitor assigned buildings for safety concerns impacting individuals and staff, reporting, documenting, and ensuring completion of requests to Maintenance
  • Obtain and maintain Office of Developmental Programs (ODP) Certified Investigator of Serious Incidents Certification and perform investigations as assigned
  • Manage and reconcile the petty cash accounts as assigned
  • Ensure that building census in the Electronic Health Record (EHR) is set daily
  • Collaborate with all team members, including but not limited to individual's family, Supports Coordination agency personnel, medical personnel, day program personnel, and others, as necessary, to the benefit of the individuals supported
  • Aid in the resolution of problematic situations (i.e. communication difficulties, times of distress or agitation) that may occur for individuals supported
  • Assist with conflict resolution between staff, management, and families
  • Complete timekeeping activities for all assigned staff in accordance with established program protocols
  • Promptly report any infractions or failure to follow established Elwyn policies and procedures, Department of Human Services (DHS) ICF/IID regulations, Health Insurance Portability & Accountability Act (HIPAA) regulations, and applicable state/local/federal regulations
  • Perform CPR and crisis intervention techniques in accordance with agency trained protocols
  • Participate in on-call rotation as assigned
  • Perform other duties as assigned


IMMEDIATE SUPERVISOR: Director of Operations


DIRECT REPORTS: Program Supervisors


CONTACTS: Individuals supported, family members/guardians, community members/neighbors, regulatory monitors, medical professionals, and Elwyn employees



  • Sixty (60) credits or Associates Degree in human service field, Bachelor's degree preferred, equivalent experience may be substituted for educational requirements
  • Three (3)years of experience in supervisory position working programs supporting individuals with Intellectual/Developmental Disabilities
  • Demonstrated ability to prioritize responsibilities with evidence of appropriate planning and time management
  • Demonstrated ability to work effectively as part of a team and to work autonomously
  • Demonstrated ability to lead, supervise and provide direction using a team process
  • Knowledge of applicable regulations including but not limited to chapter 6600 PA state code and ICF/IID regulations
  • Knowledge of health insurances, Medical Assistance, Social Security Administration rules a plus
  • Demonstrated strong organizational, time management and prioritization skills
  • Demonstrated ability to multi-task
  • Must possess strong customer interaction and written and verbal communication skills
  • Ability to perform CPR, and crisis intervention techniques in accordance with agency trained protocols
  • Demonstrated basic experience with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint
  • Ability to work in a fast-paced environment and manage and prioritize multiple, often competing, priorities
  • Demonstrated strong attention to detail
  • Demonstrated excellent judgment with the ability to independently solve problems and make decisions with little or no need for direct supervision
  • Demonstrated ability to anticipate future needed changes or identify problem areas and take effective actions
  • Must possess excellent customer interaction, collaboration, presentation, and written and verbal communication skills
  • Ability to use electronic health record; knowledge of and/or experience using an electronic health record preferred
  • Must have current, valid driver's license in state of residence, three (3) years driving experience in the United States, and acceptable driving record


PHYSICAL DEMANDS/ENVIRONMENTAL PROFILE: See Physical Demands Checklist below which represents the general physical demands and environment conditions to which the employee holding this position must meet, in addition to the duties and responsibilities listed above, to successfully perform the essential functions of this job. Elwyn will engage otherwise qualified candidates for this position whose disabilities may require reasonable accommodations to enable an individual to perform the essential functions.


Elwyn reserves the right to revise or change job duties and responsibilities as needed. This job description is not meant to be an all-inclusive statement of duties and responsibilities of the job nor does it constitute a written or implied contract.

Elwyn is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and identity, gender identity, national origin, citizenship status, genetic information, disability status, military or veteran status, marital or family status, political activities or affiliations, or any other characteristic protected by local, state, and federal law.  #ca  #mon  # zr



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