Operations Manager (62445)

CADES•Swarthmore, PA

27d•Onsite

About The Position

The Operations Manager ensures that Community Living Arrangements (CLA) schedules are up to date, that staff are clocked-in while on shift, and that all staff have completed the required training for the home prior to assigning them to work a shift at each respective location. They receive all incoming phone calls to the CLA on-call phone system; primarily for call outs or staffing questions from staff and find coverage for all call outs and vacant shifts and utilize the union contract as a basis to determine overtime distribution of open shifts to staff ensuring compliance with union contract, department of labor regulations, and organizational procedure and policies regarding staffing. Additionally, the Operations Manager approves DSPs’ timecards, approves and/or denies their time off requests, and oversees client accounts to ensure compliance with policies, procedures, and legal requirements.

Requirements

High school diploma or graduate equivalency diploma
Experience using a timekeeping system and scheduling module; Paycom preferred.
Three (3) years' experience managing complex administrative and operations tasks.
Previous experience working in and managing a unionized workforce.
Demonstrated knowledge of the Fair Labor Standards Act.
Demonstrated ability to work in a fast-paced environment and effectively prioritize tasks.
Demonstrated ability to operationalize and systematize complex tasks.
Demonstrated strong attention to detail.
Demonstrated ability to work effectively as part of a team.
Demonstrated strong time management and organizational skills.
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 changes and/or identify issues and take appropriate and effective actions.
Excellent customer interaction, collaboration, and written and verbal communication skills.
Demonstrated intermediate experience with Microsoft Office applications, including Word, Excel, Outlook, SharePoint, and PowerPoint.
Must be able to perform CPR, First Aid, and crisis intervention using agency-trained protocols.
Must possess a current, valid driver's license in the state of residence, have a minimum of three (3) years of driving experience within the United States, and have an acceptable driving record, which will be assessed through a review of the Division of Motor Vehicles (DMV) record.
Available for evening and weekend work as needed and scheduled.
Ability to attend meetings off site as necessary.

Nice To Haves

bachelor’s degree in human services field preferred.
Experience overseeing client accounts, budgeting, and reconciling expenses, preferred.
Non-profit human services experience preferred.
Experience using electronic management/electronic records systems preferred.

Responsibilities

Provide excellent customer service to all stakeholders contacting the on-call phone line to ensure clear communication and understanding of the purpose of the call and respond accordingly.
Check and respond to emails timely to ensure coverage and smooth program operations.
Monitor the on-call portal to ensure calls are routed correctly and messages are responded to and clear voicemails upon completion of tasks.
Ensure that all Direct Support Professional (DSPs) are aware of any scheduling assignment changes or delays in shift change relief in a timely manner through clear, consistent, and appropriate communication.
Seek coverage for vacant shifts through direct communication by phone with the DSP employees sending confirmation by text; confirm shift coverage with those who fill the shift via phone and text.
Ensure that DSPs working at any assigned site have all necessary training for that site and proper Therap access for individuals at that site.
Update Therap access for employees as needed.
Provide supervision of assigned staff in collaboration with program leadership in the areas including, but not limited to, coaching, training, performance management, discipline, and termination.
Complete an end of shift report for the management team detailing any concerns that came up for DSPs over the course of their shift, any clock-in concerns, issues requiring corrective action, and/or upcoming shifts that remain vacant.
Manage and maintain DSP schedules for the CLA by ensuring Paycom schedules are up to date and accurate, and homes are staffed according to Individual Service Plan (ISP) requirements.
Regularly run clock in and out reports required to track the DSPs daily hours and audit those reports to ensure that all assigned staff are clocked into Paycom during their scheduled shift.
Contact the DSP directly to confirm they are on shift as scheduled and rectify their clock in if staff are not clocked in as they should be and relay all clock in report info to the management team in the daily shift report.
Finalize and post schedules live in Paycom by the 15th of each month for schedules through the 15th of the following month.
Review and approve timesheets biweekly to ensure compliance with the schedule; ensure payroll codes are utilized accurately, document any variance to time above budgeted hours; collaborate with payroll and management regarding any timesheet questions or discrepancies to resolve issues.
Review weekend on-call reports to ensure all scheduling changes that occurred over the weekend are noted appropriately in Paycom to ensure schedule accuracy and integrity.
Ensure vacant shifts are posted to the job board per agreed upon timeframes.
Approve paid time off (PTO) requests and ensure adequate coverage for those out on PTO and leave; remove any DSPs on leave of absence from the Paycom schedule and update it to ensure schedule accuracy and integrity.
Communicate any changes in staff contact information to HR and complete weekly updates to the phone list.
Monitor staff schedules for overtime and ensure no staff works more than two shifts (18 hours) in a row; utilize the union contract to determine overtime assignments, when vacant shifts may be published, and to which staffing groups.
Collaborate with program management on any vacancies that are difficult to cover or areas where excessive overtime is accumulated.
Forward immediately any leave, time off, or transfer requests received to program management and HR, and relay that information on weekly staffing calls with HR and program management; follow up in email with a summary of requests.
Reinforce staff compliance with CADES policies and procedures by monitoring call outs and working with Program Managers to ensure they have complete information about the call outs and no shows.
Track the completion of new hire training for DSPs and update and post new hire DSP schedules in Paycom.
Oversee client accounts to ensure fiscal responsibility and compliance.
Perform other duties as assigned