Manager of Residential Operations

ACCESSPOINT RI•Cranston, RI

About The Position

The Manager of Residential Quality and Operations oversees quality, regulatory compliance, and daily operational effectiveness across AccessPoint RI’s Residential Program, including licensed group residences, supported independent living arrangements, and in-home and community-based supports. The role ensures services are safe, person-centered, consistent, and aligned with Rhode Island regulations, licensing standards, organizational policies, and individual support plans. The Manager directly supervises Residential Managers and establishes systems to monitor service quality, identify operational risks, implement corrective actions, and sustain improvements across residential locations. The position works with Quality, Nursing, Clinical Services, Human Resources, Finance, and senior leadership to strengthen accountability and coordinate services. It also participates in an on-call rotation and provides emergency operational support as assigned.

Requirements

Bachelor’s degree from an accredited college or university.
At least five years of experience supporting individuals with intellectual and/or developmental disabilities.
At least five years of supervisory or management experience.
Demonstrated experience in residential operations, quality assurance, regulatory compliance, or program oversight.
Working knowledge of Rhode Island developmental disability services and applicable BHDDH/DDD requirements.
Valid driver’s license, acceptable driving record, and reliable access to an insured automobile for business travel.
Ability to complete required organizational training.
Ability to interpret regulatory requirements and apply them to daily residential operations.
Strong auditing, documentation review, problem-solving, and follow-through skills.
Ability to analyze quality and operational data and implement practical improvements.
Strong supervision, coaching, communication, and cross-department collaboration skills.
Knowledge of person-centered services, individual rights, incident management, and residential health and safety practices.
Ability to manage competing priorities, maintain confidentiality, and exercise sound judgment.

Nice To Haves

Experience conducting audits, coordinating corrective actions, and preparing for licensing or regulatory reviews.

Responsibilities

Establish and maintain processes for monitoring residential service quality through site visits, documentation reviews, operational audits, and feedback from individuals supported, families, and staff.
Conduct scheduled and unannounced visits to assess service delivery, staff practices, environmental conditions, individual rights, health and safety, and implementation of support plans.
Develop and monitor quality improvement plans with clear responsibilities, deadlines, and measurable outcomes.
Identify recurring concerns and implement program-wide improvements to policies, workflows, staff practices, and oversight.
Track quality indicators, including documentation completion, incident trends, audit findings, training compliance, and corrective-action completion.
Report program performance, significant risks, and improvement priorities to senior leadership.
Promote dignity, choice, community participation, and individual satisfaction in residential services.
Maintain working knowledge of applicable Rhode Island BHDDH/Division of Developmental Disabilities requirements, residential licensing standards, and relevant state and federal requirements.
Translate regulatory requirements and updates into operational procedures, monitoring tools, and expectations for Residential Managers.
Coordinate preparation for licensing reviews, inspections, monitoring visits, and other regulatory assessments; maintain inspection readiness and organized compliance records.
Coordinate responses to regulatory findings, develop corrective-action plans, verify completion and sustainability of improvements, and monitor required documentation, reports, renewals, and submissions.
Serve as an operational liaison with regulatory agencies as assigned and escalate significant compliance concerns to senior leadership.
Oversee daily operations across residential locations, including household systems, supplies, transportation, maintenance follow-up, and emergency preparedness.
Establish operational standards and hold Residential Managers accountable for implementation.
Ensure environmental, maintenance, vehicle, and safety concerns are documented, prioritized, and resolved; monitor emergency procedures, required drills, and continuity plans.
Coordinate operational aspects of admissions, transitions, and changes in support needs.
Partner with Nursing and Clinical Services to ensure staff implement prescribed supports, receive necessary training, and complete required follow-up.
Ensure staffing arrangements support individual needs, safe service delivery, and applicable requirements.
Ensure incidents and significant concerns are promptly escalated and documented according to applicable requirements and organizational procedures.
Collaborate with Quality, Nursing, Clinical Services, and Human Resources on incident follow-up, investigations, and corrective actions.
Review incident patterns, complaints, and recurring operational concerns to identify preventable risks and ensure recommendations are incorporated into staff practices, procedures, and individual supports.
Escalate unresolved or significant risks to senior leadership and monitor follow-through.
Directly supervise Residential Managers through regular individual supervision, site-based coaching, and performance evaluation.
Set expectations for quality, compliance, documentation, communication, and operational follow-through; hold management meetings on quality indicators, regulatory updates, operational challenges, and corrective-action progress.
Support Residential Manager onboarding and development with Human Resources and Training, address performance concerns promptly, and reinforce accountability for sustained results.
Monitor staffing patterns, vacancies, overtime, and coverage concerns with Residential Managers, scheduling support, and Human Resources.
Review staffing and spending trends to identify operational inefficiencies while maintaining service quality and safety.
Review and approve payroll, overtime, and other operational expenses within assigned authority.
Partner with Finance to monitor budgets, service authorizations, and documentation supporting accurate billing.
Ensure managers resolve missing or inaccurate service records and promptly communicate authorization concerns.
Participate in an on-call rotation, respond to urgent residential needs as assigned, and provide emergency operational support to maintain safety and service continuity.
Perform other duties consistent with the position.