Program Manager

Description

JOB TITLE: Community Living Program Manager

DIVISION: Community Living

REPORTS TO:  Community Living Operations Manager

SUPERVISES: 10-30

EXEMPTION STATUS:  Exempt 

POSITION SUMMARY: The Program Manager (PM) is a frontline leader within Behavioral Health Allies’ Community Living division and serves as the primary executor and implementer of services within assigned residential homes. Program Managers are directly accountable for the quality of care, staff performance, compliance, safety, and culture within the homes they oversee.

The Program Manager is embedded in the homes and responsible for day-to-day execution. PMs lead through presence, accountability, and follow-through. The Program Manager is the direct leader of DSPs and Shift Supervisors and is responsible for building stable, well-trained, high-performing teams.

The Program Manager is people-focused and outcomes-driven, with a primary emphasis on staff training, retention, service quality, regulatory compliance, and safe, well-run homes.

Program Managers are responsible for ensuring that daily operations, staff practices, and home environments align with Applied Behavior Analysis (ABA) principles and evidence-based behavior support, in close partnership with the clinical team. 

QUALIFICATIONS: 

Education & Experience:

· Bachelor’s degree in a related field or equivalent professional experience required

· Minimum of two (2) years of supervisory or management experience

· Minimum of two (2) years’ experience in residential services, HCBS programs, or supporting individuals with complex behavioral or developmental needs preferred

· Experience working with challenging behaviors required

Skills & Competencies

· Strong leadership presence with an ownership mentality

· Ability to train, coach, and hold staff accountable

· Working knowledge of DMH, Medicaid, and Community Living standards

· Innovative problem-solver who challenges outdated practices

· High accountability and follow-through

· Ability to manage multiple priorities in a fast-paced, 24/7 environment

· Ability to lead calmly and decisively in high-pressure situations

· Organizational and time management      proficiency

· Strong leadership, organizational, and time management skills

· Excellent verbal and written communication abilities

· Knowledge of crisis management, safety, and compliance standards

· Proficiency in Microsoft Office and operational data management systems

KEY RESPONSIBILITIES:

Dignity First 

· Ensures all individuals are treated with dignity, respect, and compassion at all times

· Holds staff accountable for professional, respectful interactions with individuals served

· Immediately addresses any behavior by staff that compromises physical or emotional safety

· Models trauma-informed, respectful leadership in all interactions

Person-Centered Outcomes

· Ensures daily routines, supports, and activities reflect individual preferences, goals, and needs

· Verifies that Behavior Support Plans (BSPs) and individual plans are implemented with fidelity

· Coaches DSPs on person-centered language, choice, and autonomy

· Partners with clinical teams to adjust supports based on individual progress and needs

· Ensures BSPs and clinical programming are implemented using ABA principles and evidence-based interventions

· Monitors behavioral and skill-acquisition data to ensure supports are effective and implemented with fidelity

Connected Community

· Promotes meaningful community involvement and inclusion for individuals served

· Ensures DSPs actively engage individuals in relationships, routines, and activities

· Builds and maintains positive relationships with families, guardians, and stakeholders

· Fosters a home culture where individuals feel safe, valued, and connected

Whole Person Support

· Oversees delivery of comprehensive supports addressing behavioral, emotional, physical, and social needs

· Ensures medical appointments, medication administration, and health-related documentation are accurate and compliant

· Monitors individual well-being and escalates concerns promptly

· Collaborates with clinical, medical, and support teams to ensure continuity of care

· Ensures operational routines, staffing, and environments support clinical intent and behavioral goals

Empowerment Through Daily Life

· Ensures individuals are supported to build independence and life skills through daily routines

· Coaches staff to use daily activities as opportunities for growth and success

· Monitors staff engagement and ensures individuals are meaningfully occupied

· Celebrates progress and reinforces positive outcomes for individuals and staff

· Ensures DSPs embed ABA-based teaching, reinforcement, and skill development into daily routines

· Reinforces the use of structured routines, predictable expectations, and positive reinforcement

Integrity In Action

· Maintains full compliance with DMH, Medicaid, and BHA standards

· Ensures all documentation is accurate, timely, and audit-ready at all times

· Conducts routine internal audits, fidelity checks, and corrective actions

· Addresses compliance gaps immediately and documents follow-through

· Leads with transparency and accountability in decision-making

· Conducts fidelity checks of BSP and programming implementation and addresses drift through coaching and corrective action

Collaborative Teamwork 

· Directly leads, trains, and supervises DSPs and Shift Supervisors

· Personally participates in onboarding and in-home training of new staff

· Provides ongoing coaching, feedback, and performance management

· Identifies training needs and partners with the Operations Manager and HR

· Supports staff retention through engagement, clarity, and accountability

· Serves as a day-to-day champion of ABA principles within the home, reinforcing expectations with DSPs and Shift Supervisors

· Models belief in evidence-based behavioral practices and aligns ABA principles with BHA’s mission, values, and Standards of Excellence

Consistency and Compassion

· Ensures staffing ratios are met and fills shifts as needed to maintain continuity of care

· Maintains predictable routines, schedules, and expectations within the home

· Responds calmly and effectively during crises or high-stress situations

· Leads and assists with crisis response using approved PCM techniques

· Ensures incidents are documented, reviewed, and used for continuous improvement

· Ensure employees follow all BHA standards

Home Operations, Safety & Environment 

· Maintains clean, safe, and sanitary homes at all times

· Conducts regular safety and environmental walkthroughs

· Oversees maintenance, repairs, vehicles, and equipment

· Ensures emergency preparedness and adherence to safety protocols

Compliance, Risk & Quality Assurance

· Ensure all homes remain audit-ready at all times

· Monitor compliance with DMH, HCBS, Medicaid, and internal standards

Financial & Resource Management

Program Managers are responsible for sound financial stewardship within their assigned homes and programs.

· Manages assigned homes in alignment with approved budgets and financial targets

· Reviews and approves staff timecards accurately and timely; monitors overtime and staffing efficiency

· Monitors client-specific budgets and identifies variances or concerns proactively

· Audits client funds, spending logs, and receipts to ensure accuracy, compliance, and ethical use

· Ensures all client purchases and expenditures align with person-centered plans and funding requirements

· Partners with Operations Manager and Business Office on budget variance explanations and corrective actions

· Identifies cost-saving opportunities without compromising quality of care or safety

· Ensures proper use, tracking, and safeguarding of company and client resources

On-Call & 24/7 Leadership 

Community Living is a 24/7 operation. Program Managers are expected to lead accordingly and ensure continuity of care at all times.

· Serves as an on-call leader, including nights, weekends, and holidays as scheduled or required

· Responds promptly and professionally to staffing, safety, and operational issues outside of standard business hours

· Actively works to fill open shifts by contacting available staff and coordinating coverage

· Is expected to report to the home and work shifts personally when staffing cannot be secured and ratios must be maintained

· Ensures staffing ratios and coverage requirements are met at all times

· Makes real-time decisions to protect client safety, service continuity, and compliance

· Communicates escalations and resolutions clearly and timely to the Operations Manager

· Models ownership and accountability during high-stress or urgent situations

Accountability & Impact

Program Managers are directly accountable for:

• Quality of care and safety of individuals served
• Staff performance, training, and retention
• Compliance and audit outcomes
• Home operations and service stability
• High-fidelity implementation of ABA-based behavior supports and clinical programming within assigned homes

Other Duties 

· Conduct staff training, supervision, and performance evaluations as assigned

· Participate in on-call rotations for behavioral crisis response

· Complete all documentation, billing, and reporting requirements in accordance with BHA and regulatory guidelines

· Uphold BHA’s mission, values, and Standards of Excellences values in all work performed

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

PHYSICAL DEMANDS

The physical demands described below represent those required to perform the essential functions of this position successfully.  This role is primarily performed within residential home settings and community environments, with secondary administrative duties performed at BHA administrative offices or remote locations as required.

Reasonable accommodations may be made, as required by law, to enable qualified individuals with disabilities to perform these functions safely and effectively. However, employees must be able to perform the essential duties in a manner that ensures the safety and supervision of persons served at all times.

Additional Requirements:

• Employees must maintain sufficient physical stamina, balance, coordination, and emotional regulation to lead  effectively in both residential and office-based environments. The role requires the ability to transition between administrative office work and active field-based leadership in residential homes, sometimes within the same workday.
• Must be able to implement and sustain trained crisis intervention and de-escalation procedures (PCMA) in accordance with policy.
• Must demonstrate the ability to remain calm, alert, and physically capable during high-stress or physically demanding situations involving persons served with challenging behaviors.
• Must possess the fine motor, gross motor, and sensory abilities necessary to operate computers, assistive technology, and classroom equipment safely and effectively.

WORKING CONDITIONS

The working conditions described below represent those an employee encounters while performing the essential functions of the Community Living Program Manager role. This position is primarily home-based and includes active, in-person leadership within 24/7 residential environments, with additional administrative and meeting responsibilities performed at BHA administrative offices or other work locations as required.

Reasonable accommodations may be made, in accordance with applicable law, to enable qualified individuals with disabilities to perform these functions safely and effectively. 

However, employees must be able to perform the essential duties in a manner that ensures the safety and supervision of persons served at all times.

Additional Conditions and Expectations:

• Employees must maintain professional conduct, emotional regulation, and leadership presence at all times, including during crisis events or exposure to aggressive behaviors.
• Employees must follow all BHA safety protocols, behavior support plans, and crisis intervention procedures.
• Continuous alertness is required to ensure safety and supervision of persons served; sleeping or inattention during supervision is prohibited.
• Employees may be required to work varied hours, including evenings, weekends, holidays, and overnight shifts, to ensure staffing coverage and continuity of care.
• Employees may be required to work directly with individuals served during training, emergencies, or staffing shortages.
• Employees must maintain confidentiality, respect, and dignity toward all persons served, families, and colleagues, regardless of behavioral presentation.

ACCESS TO PHI: The employee may have access to Protected Health Information (PHI). Employees must always protect the confidentiality of all client information. This includes adhering to all BHA policies and all applicable state and federal regulations regarding Protected Health Information (PHI). Sharing, discussing, or disclosing PHI in any form—verbal, written, electronic, or visual—is strictly prohibited unless explicitly authorized and required for job duties.

EQUAL EMPLOYMENT: Equal Opportunity is and shall be provided for all employees and applicants for employment based on their demonstrated ability and competence without unlawful discrimination based on their race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, protected veteran status, or any other status protected by applicable state or federal law. This policy shall not be interpreted so as to violate the legal rights of religious organizations or the recruiting rights of military organizations associated with the Armed Forces or the Department of Homeland Security of the United States of America.

ADA STATEMENT: To perform this job successfully, an individual must be able to satisfactorily perform each essential job duty. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.

ACCOUNTABILITY/IMPACT (Degree of answerability for actions, consequences of errors in judgment, and legal liabilities): Errors in judgment or mistakes could cost the organization loss of revenue, loss of clients, and/or negatively impact BHA’s reputation.

BHA COMMUNITY LIVING CORE VALUES 

Dignity First

Person-Centered Living

Connected Community

Whole-Person Support

Empowerment Through Daily Life

Integrity in Action

Collaborative Teamwork

Consistency and Compassion

We know that safety begins with predictability. Through consistent routines, reliable support, and compassionate care, we help individuals feel secure, respected, and emotionally grounded. Our calm, kind presence creates a foundation for trust, growth, and connection.

TRAINING AND DEVELOPMENT 

1. Required company trainings.

2. Trainings deemed necessary by supervisor.

 Starting Pay: Our compensation is competitive within the market. The starting rate for this position begins at $60,000 annually, with your final offer based on a combination of your education, relevant experience, and overall qualifications