Operations Program Manager - Olympia

Redwood Family Care Network•Olympia, WA

1d•Hybrid

About The Position

The Operations Program Manager serves as a key member of the Residential Services leadership team and acts as a primary support to Site Supervisors across multiple residential programs. This position is responsible for promoting operational consistency, accountability, leadership development, employee engagement, and quality service delivery. The Operations Program Manager partners closely with Site Supervisors to provide coaching, mentorship, problem-solving support, staffing guidance, and compliance oversight. This role requires a highly organized, creative, flexible, and collaborative leader who can effectively balance operational needs, employee development, and person-centered service delivery. The ideal candidate possesses strong communication skills, leadership experience, and a commitment to supporting individuals with intellectual and developmental disabilities while fostering a culture of accountability, consistency, innovation, and continuous improvement.

Requirements

Experience working with DDCS/RCS, policies and procedures and working with IDD clients
Two years specialized training emphasizing Social Services, at least three years’ experience working within a business, social services, or educational setting.
Must pass a Washington State background check
Must have proper credentials per WAC to work in the capacity of a DSP
Must complete 40 Hours CORE Curriculum training and 32 hours of On the Job Training (OJT) / peer coaching within 120 days of hire or provide certificate for the core training and complete 32 hours of OJT
First Aid/CPR Certified (within 120 days of employment, training can be provided)
Blood Borne Pathogen (within 120 days of employment, training can be provided)
Need to complete Non-Violent Crisis Intervention training to obtain CPI Blue Card.
Complete and pass the background check screening upon hire and every two years thereafter, or as requested.
Maintain active NAR, CPR/First Aid, Nurse Delegation and other required certifications.
Complete a minimum of 12 hours of continuing education annually.
Leadership and team-building
Adaptability and problem-solving
Clear and respectful communication
Advocacy and person-centered planning
Accountability and follow-through

Nice To Haves

Ability to identify potential areas of compliance vulnerability and risk, assists in developing/implementing corrective action plans for resolution of problematic issues, and provides general guidance on how to avoid or deal with similar situations in the future.
Knowledge of EHR system (currently using Therap)
Experience with medications and medical information for vulnerable populations.
Ability to act as an independent review and evaluation body to ensure that compliance issues/concerns within the organization are being appropriately evaluated, investigated and resolved.
Ability to build great working relationships with employees and communicate effectively.
Ability to write reports, business correspondence, and procedure manuals.
Ability to calculate figures and amounts. Knowledge of computer spreadsheet programs, word processing software, and the ability to learn new programs effectively.

Responsibilities

Provide direct coaching, mentorship, and operational support to Site Supervisors.
Promote consistency in program operations, documentation practices, communication standards, and staff performance expectations.
Conduct regular check-ins with Site Supervisors to identify barriers, provide guidance, and support problem resolution.
Assist Site Supervisors in developing action plans to address staffing, performance, compliance, and operational concerns.
Support leadership development and succession planning within residential programs.
Serve as a resource for conflict resolution and employee relations concerns.
Foster a culture of accountability, professionalism, and collaboration.
Collaborate with Site Supervisors to manage and review master schedules for efficiency and compliance.
Fill in and provide coverage for programs without assigned Site Supervisors or when Site Supervisors are out on leave.
Serve as a resource for managing and minimizing overtime, and coordinating peer coaching for new hires.
Assist in coordination of ISS funding utilization and reporting.
Provide on-call support and respond to program needs during staffing shortages or emergencies.
Review and organize On-Call notes for the Client Care Team. Communicates with Crisis On-Call managers to follow up on any concerns noted in the notes.
Serve as On call support as required.
Ensure all employees operate and or manage within fair labor practices, company policies/procedures and all applicable industry regulations.
Serve as a member of the agency's management team.
Partner with HR and leadership to recruit qualified candidates for DSP and Site Supervisor roles.
Lead onboarding for new staff, ensuring orientation is complete and aligned with organizational standards.
Track training milestones and coordinate required training within established timelines (30-day, 120-day benchmarks, etc.)
Work with the Training team to ensure that training is in compliance with staff within their branch.
Facilitate peer coaching for new employees and help develop a strong internal mentorship culture.
Support Site Supervisors with training implementation and monitoring staff development progress.
Conduct and or monitor training for all staff in least restrictive techniques, behavior management, active treatment, client rights, prevention of abuse / neglect, documentation / data collection, emergency procedures and other areas as needed.
Promote continuous learning and act as a training liaison for state-mandated programs.
Review and ensure compliance with monthly payroll reports including staff hours and mileage.
Maintain strong working knowledge of Washington Administrative Codes (WACs), DSHS policies, and other regulatory standards.
Ensure residential programs are in compliance with all local, state, and federal regulations.
Participate in internal audits, external monitoring, and quality assurance activities.
Attends Client Care Team weekly.
Attend and contribute to team meetings, staffing discussions, and client planning meetings.
Communicate and coordinate with external agencies and community partners to support client services.
Model person-centered thinking and ensure clients are treated with dignity and respect at all times.
Actively promote client inclusion and empowerment within their homes and community.
Lead by example in demonstrating the organization's commitment to person-centered care, respect, dignity, and empowerment of all individuals served.
Actively contribute to creating inclusive communities where individuals with intellectual and developmental disabilities thrive by promoting meaningful engagement and full participation in home and community life.
Foster a culture of compassion, professionalism, and accountability among team members.
Partner with internal and external stakeholders to further agency goals related to quality care, innovation, and continuous improvement.
Ensure that individual goals, choices, and preferences are at the forefront of care planning and service delivery.
Other duties as assigned.