Comprehensive Residential Operations Manager

InVision Human Services

Position Description:
Plans, manages, coordinates, and monitors the operation of the Comprehensive Residential Program, operating in the subsidiary InVision Customized Services, a program devoted to the support of people with intellectual disabilities often co-occurring with complex psychiatric and/or medical conditions. Responsible for the overall support needs of people receiving residential services by ensuring implementation of systems to achieve regulatory compliance, preparedness and support of employees within their reporting structure, and high-quality services. Responsible to oversee the relevant programmatic content of individual support plans and ensures understanding, adherence, and commitment to the organization’s philosophy and mission. Ensures independence and empowerment of those supported are always a priority. Manages program supervisors and behavior specialists operating within the Comprehensive Program. 

Mission and Philosophy

  • Implements, continuously reviews, and updates all programmatic and clinical systems to ensure InVision’s mission and philosophy are integrated into all aspects of services.
  • Oversees the development and implementation of relevant support plans to ensure alignment with the company’s philosophical approach to service delivery.
  • Ensures, through modeling, mentoring, monitoring, guidance and feedback, that program supervisors and behavior specialists’ approach to services are congruent with the needs, wants and desires of each person supported as well as with the policies and procedures of InVision Customized Services.
  • Acts at all times in congruence with the mission of InVision Customized Services; is committed to the well-being of the people supported and program staff; is actively engaged in seeking out ways to improve the quality and effectiveness of services, consistent with established values and strategic objectives.
  • Demonstrates commitment to service excellence and quality improvement. •Creates and maintains effective interpersonal working relationships.

Licensing and Contractual Compliance

  • Ensures the timely completion of applicable assessments and plans of service based upon their outcomes, including but not limited to all documents required by regulation and policy.
  • Implements, monitors, and improves systems to ensure BSS, PS and other staff under their direction are supported, prepared, trained and confident in their ability to effectively fulfill all duties of their respective positions in alignment with the company’s policies, procedures, standard business practices, and philosophical approach to service delivery.
  • Develops systems to ensure the review of approved support plans for accuracy of services, authorizations and units. Oversees processes to request additional services, ensure timely receipt of billing and resolution of problems when they occur.
  • Ensures documentation submitted by the organization to outside entities (administrative entities, support coordination units, managed care companies) related to the support needs of the people we serve is respectfully and professionally presented, provides a holistic view of the people we support, describes behavioral trends and the meaning behind behavioral concerns and is in congruence with the organization’s philosophy and mission.
  • Ensures that the program is operated in a safe, orderly and therapeutic manner, in accordance with regulations, corporate policies, procedures, standards and schedules.
  • Ensures appropriate response to crisis situations and emergencies.
  • Conducts quarterly analysis of incident reports, debriefings, personal restraint reporting, psychiatric PRN administration, and restrictive procedures, making recommendations to respective teams regarding trends and reduction strategies, if appropriate. 
  • Coordinates with other parties as needed in preparation for and response to licensure surveys/inspections; prepares related reports and if necessary, plans of correction in consultation with the Regional Director, Comprehensive Program Operations 


  • Addresses any concerns or formal grievances communicated by the people supported by the company and/or their representatives in accordance with InVision policies and procedures.
  • Through collaboration, ensures a team approach is utilized involving internal and external stakeholders when determining the support needs of the individuals supported.
  • Engages in effective communication by requesting, receiving and providing feedback to other members of the team, including but not limited to, direct support professionals, program specialists, behavior specialists, other managers, and program director.
  • Interviews, selects, orients, and provides training to personnel who supervise. employees; regularly reviews their competence and performance; provides opportunities and direction for professional growth.
  • Assures that relevant information is properly communicated to program staff through active and appropriate educational and in-service programs and other media as necessary.
  • Maximizes staff performance by providing ongoing feedback, development, and training as needed. Conducts performance evaluations.
  • Accepts ownership of and assures that relevant information, including but not limited to, senior management decisions, new initiatives, policies and procedures, is properly communicated to program staff. Provides guidance, manages perceptions, and ensures program staff understanding and compliance.

Financial Management

  • Reviews and verifies financial documents including bi-weekly payroll reviews.
  • Reports immediately any discrepancies related to the use of personal or company funds.
  • Performs other duties as requested by the Program Director; attends and/or conducts meetings; prepares reports; completes surveys and forms as required.
  • Leads by Example: Models the values and philosophy of the organization, is decisive, fair and adaptable.
    • Is accountable for the department and oneself
    • Manages Performance: Provides the necessary tools to cultivate the capabilities of others, and to convey confidence in those capabilities by delegating responsibility, promoting autonomy and fostering accountability.
      • Provides resources necessary to successfully achieve goals
      • Promotes Quality: Ensures the ongoing commitment to achieving and maintaining quality in all areas of responsibility. Researches, recommends and applies best practices to areas of accountability.
        • Leads the efforts to achieve licensing, accreditation and quality departmental standards
        • Fosters Innovation: Develops, sponsors, or supports the introduction of new and improved methods, products, policies and processes.
          • Encourages out-of-the-box thinking to develop new, improved solutions.
          • Cultivates Relationships: Develops, maintains, influences and strengthens internal and external partnerships.
            • Confidently shares knowledge of organization.
            • Recognizes and sets aside biases
            • Determines target audience (who needs or benefits from info).
            • Expresses oneself clearly in business writing.
            • Lives Integrity: Complies with all applicable laws, rules and regulations. Upholds all standards of conduct and ethics. 
              • Protects the privacy and integrity of information pertaining to those we support.
              • Is always honest and trustworthy. The requirements listed below are representative of the knowledge, skill, and/or ability required, as well as any physical requirements. Reasonable accommodation may be made to enable a qualified individual with a disability to perform the essential functions.

Specific Requirements and Preferences:
Education and/or Experience

  • Bachelor’s degree in social service or a related field from an accredited college or university with a minimum of five (5) years’ experience in the areas of supporting people with developmental disabilities and significant behavioral concerns. Master’s Degree or higher with course work in Psychology, Special Education, Counseling, Social Work, Education, Applied Behavior Analysis or Gerontology; OR a Master’s degree in social services or a related field from an accredited college or university including a current Pennsylvania Behavior Specialist License is strongly preferred. Incumbent must demonstrate an understanding and ability to implement non-restrictive, positive, person directed supports. Minimum of 3 years direct supervisory experience required.
  • The requirements listed below are representative of the knowledge, skill, and/or ability required, as well as any physical requirements. Reasonable accommodation may be made to enable a qualified individual with a disability to perform the essential

Supervisory Responsibilities

  • Supervises Program Supervisors and Behavior Specialists within the program. To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
    • Accurately and fairly represents issues to ensure resolution
    • Treats others consistently, fairly and with compassion
    • Expresses oneself clearly in conversations and in interactions with others
    • Chooses most effective channel for target audience
    • Communicates Effectively: Expresses oneself clearly and concisely with a goal to achieve mutual understanding.
      • Demonstrates mutual respect and utilizes the principles established in the communication guideline
      • Models collaborative problem-solving
      • Articulates forward-thinking and manages change
      • Understands that change is essential for growth and success
      • Encourages and motivates others to develop highly effective teams and a work culture that values quality
      • Ensures that one’s own and other’s work and information are complete and accurate
      • Recognizes, celebrates and rewards accomplishments
      • Sets clear, challenging goals and expectations
      • Demonstrates behavior and work style that are consistent with InVision Human Services values
      • Plans strategically to create growth, improve financial performance and gain competitive advantages 
      • Periodic travel throughout Pennsylvania.
      • Computer literate, high level of accuracy and detail oriented.
      • Ability to influence and persuade to achieve desired outcomes.
      • Ability to enlist the cooperation of others. 
      • Able to work independently and as part of a team. 
      • Display exceptional interpersonal communication and leadership presence.
      • Ability to work with and apply mathematical concepts. 
      • Willingness to travel.
      • Valid drivers’ license.
      • Insured and registered vehicle.

Physical Demands 

While performing the duties of this job, the employee is frequently required to stand, walk, sit and talk or hear, use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.

  • The requirements listed below are representative of the knowledge, skill, and/or ability required, as well as any physical requirements. Reasonable accommodation may be made to enable a qualified individual with a disability to perform the essential.

How to Apply:
Please apply directly on the company website or send cover letter and resume to Lillie Blue at [email protected]. 

Posted March 22, 2021