Residential Support Manager - Complex Housing Services

Residential Support Manager

In partnership with the Senior Vice President, the Residential Support Manager provides operational oversight, training, and quality assurance support to residential programs and management staff to ensure compliance, service quality, and the health, safety, rights, and personal outcomes of individuals supported in FREE's IRAs. The Residential Support Manager will provide training and support to the Residential Managers selected by the SVP.

This role exercises independent judgment in supporting program operations, provides leadership coverage for vacant Residential Manager positions as assigned, and ensures consistent implementation of organizational policies, regulatory requirements, and best practices across assigned residences. These will include, on call for the program, oversight of the staff and individuals, as well as overall systems within the residence. This exempt position is expected to maintain a regular, full-time work schedule of five (5) days per week and eight (8) hours per day, unless an alternative arrangement is documented and approved by leadership.

Duties, Responsibilities, and Essential Functions

• Ensures compliance with regulatory, agency, and quality standards to support the rights, health, safety, and outcomes of individuals supported in residential programs.
• Provides direct training, coaching, and guidance to Residential Managers to ensure consistent application of policies, procedures, and operational standards.
• Serves as acting Residential Manager and covers Residential Manager duties as assigned by the SVP, exercising full operational authority over assigned programs during coverage periods.
• Advocates with and for supported individuals by ensuring their rights, health, safety, and preferences are integrated into person-centered planning and service delivery decisions.
• In partnership with the Housing Support Director, facilitates, and coordinates management training programs to ensure alignment with organizational policy, regulatory requirements, and operational best practices.
• Conducts on-site operational and compliance reviews to ensure that policies and procedures are followed by all levels of management.
• Provides performance feedback and recommendations regarding Residential Managers to the SVP to support performance management decisions.
• Reviews all requisite documentation for all residences within scope for accuracy, compliance, and timeliness in accordance with regulatory and agency standards, identifying trends and recommending corrective actions as appropriate.
• Conducts targeted audits of program documentation and operational systems with emphasis on health and safety compliance, providing corrective action recommendations to leadership.
• Analyzes operational data and reports (including staffing, overtime, and scheduling) to identify inefficiencies and recommend improvements to residential leadership.
• Supports implementation of corrective action plans (POCAs) and validation systems to ensure compliance with New York State regulations and agency policies following external survey findings.
• Provides oversight, training, and consultation to management regarding Medisked, IRC, and Quick MAR as needed.
• Ensures that all required documentation (paper and electronic) is completed/processed appropriately, in a timely manner, and meets quality and compliance thresholds.
• Performs other duties as assigned.

Responsibilities of All FREE Employees

• Always communicates in a respectful manner with all people including the people we support, supervisors, other valued team members, and members of the community.
• Complies fully with FREE's confidentiality policies by holding in strictest confidence all information pertaining to members, residents, the people we support and their families, clients, providers, contractors, and employees.
• Meets all safety training requirements; adheres to all safety policies and reports any and all unsafe conditions; takes measures to prevent accidents and/or eliminate conditions that pose a safety or health risk.
• Coordinates, supports, attends and participates in all required events/ meetings/ reviews/ committees, including ones outside of standard working hours.
• Meets all job requirements and stays in compliance.
• Adheres to FREE's standard of ethical behavior as outlined in the Employee Handbook and Code of Conduct as well as applicable laws and regulations.

Responsibilities of FREE Employees in Leadership/Management Positions

• Ensures compliance with FREE policies, procedures, and operating standards.
• Implements a continuous quality improvement process for department services and administrative functions.
• Assists in the development, implementation and administration of Human Resources policies and programs including compliance with Equal Employment Opportunities and Affirmative Action Programs.

Qualifications

• Education: High school diploma or equivalent required; college degree in human services or another related field preferred
• Experience: Minimum of two (2)…