Program Manager - The Residence Program

The Faison Center•Richmond, VA

23h•Onsite

About The Position

The Program Manager is responsible for overseeing program operations, staff performance, and service delivery to ensure high-quality, person-centered care. This role manages staff, client caseloads, and administrative functions while maintaining compliance with organizational policies and regulatory requirements. There is an emergency on call responsibility with this position.

Requirements

Ability to supervise and motivate a team of staff
Ability to communicate through verbal and written mediums
Ability to observe, ask questions, listen actively, and give and accept feedback effectively
A high energy level, adaptability, assertiveness, patience and ability to work in a team environment
Operation of a motor vehicle is required which includes proof of a valid drivers license, an ability to maintain automobile liability insurance as required by state law in Virginia and an ability to qualify as a driver under Faison insurance guidelines.

Nice To Haves

1 – 2 years of prior experience in a position of similar scope, preferred
Bachelor’s degree preferred

Responsibilities

Lead, train, and supervise a team of Lead CSCs and CSCs to maintain high performance and staff engagement
Oversee recruitment, onboarding, and ongoing professional development, including behavioral skills training (BST)
Provide regular coaching, in-situ observation, and actionable performance feedback
Monitor and ensure accurate implementation of Individual Support Plans (ISPs) and active treatment protocols
Analyze data to identify gaps, adjust interventions, and improve client outcomes
Address and document performance issues while fostering a positive and accountable team culture
Promote effective team communication systems and ensure compliance with safety standards
Manage full lifecycle of client caseloads from intake through discharge
Develop, monitor, and update ISPs based on client progress and clinical data
Conduct assessments, coordinate monthly clinical reviews, and track outcome progress
Ensure timely and accurate completion of documentation, billing, and reporting requirements
Collaborate with families, caregivers, coordinators, and interdisciplinary teams
Oversee service tracking and ensure quality service delivery aligned with person-centered goals
Provide direct support as needed, including ADLs, transportation, and medication administration
Develop and manage staff schedules and client service plans
Maintain systems for communication, documentation, and program sustainability
Ensure compliance with internal policies, audits, and state/federal regulations
Oversee medication administration systems and proper storage/handling procedures
Coordinate program activities, volunteer engagement, and client enrichment opportunities
Manage program resources, equipment, and operational needs
Support program admissions, audits, and regulatory reviews
Serve as on-call supervisor, providing guidance and responding to emergencies as needed
Ensure adherence to policies during crisis and unexpected situations
Support emergency protocols, including weather events and safety incidents