Operations Director, Milestones

Description

The Operations Director, Milestones is responsible for oversight of the operations of Milestones, including  supervising, supporting, and providing excellent customer care for clients, families and referral sources consistent with the philosophy, values, policies, and procedures of Onsite. The Operations Director, Milestones will work closely with the Medical and Clinical teams at Milestones to meet the needs of the client and the marketplace. This role will be the liaison between our clinical teams and operational logistics; responsible for non-clinical aspects of Milestones programming and operational functions. This person will also actively support potential Onsite Guide interns while maintaining collaborative effective relationships with current guides. 

ESSENTIAL RESPONSIBILITIES:  To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation. 

• Supervision of client advocate team, program coordination, and operations of Milestones; Assist Lead Therapist with oversight of all logistical planning of scheduling, office spaces, adjuncts, individual sessions and contracted weekend programming to ensure efficiencies, quality and customer service
• Assist the Executive Clinical Director, Milestones in conversations with contracted vendors during recruitment and beyond; brainstorm coverage plans in case of cancellation; attend morning meeting and treatment team meetings weekly. 
• Creation and execution of non-clinical programming, including in-house meetings and additional ancillary services; providing solution for ongoing improvements as needed. 
• Create and maintain a Client Advocate on-call plan in order to quickly fill a gap if/when a scheduled client advocate cannot keep their shift due to emergency or illness. 
• Responsible for going to Milestones after hours if a crisis occurs and requires leadership support as deemed necessary after collaborating with Lead CA on shift and the therapist on-call. 
• Oversee and coordinate weekly community meetings in conjunction with Lead Client Advocates.
• Monitor center to ensure safety of clients, including the organization of offices spaces; supervise client chore assignments and their completion; maintain cleanliness, sanitation and upkeep of facility, performing minor maintenance and clean up duties as necessary
• Perform drug testing as needed; obtain medication from client at intake and store in medication closet; provide medication for self-administration after hours as provided by Licensed Practical Nurse
• Provide monthly Client Advocates trainings, working collaboratively with the Executive Clinical Director to ensure all Client Advocates are accurately trauma-informed
• Provide crisis intervention for Client Advocates as needed.
• Oversight of intake procedures with admitting clients; collecting financial information during intake
• Ensure program schedule is maintained and coordinate with staff to ensure consistent delivery of services
• Responsible for the oversight of Client Advocates maintaining their accurate logs, shift reports, and client records
• Oversight of the day-to-day demands and requests of clients including room changes
• Drive clients to outside activities and make certain they are supervised and needs are met; coordinate client transport
• Inform therapists by providing daily check in as to client needs
• Participate in intake; plan and coordinate client orientations, meetings and outings
• Partner with all team members to foster an environment based on the company ANCHOR Values: Authenticity, Nurturing, Courageous, Humble, Open, and Resilient; become a “culture keeper” for the organization; prioritize upholding and protecting a healthy and accepting environment 
• Actively provide the highest level of customer service to our clients; continuously strive to improve upon our service, and commitment to a superior customer experience as a whole
• Actively participate in the strategic execution of the Company’s Vision and Strategic Plan as requested
• Actively participate both in obtaining and maintaining Commission on Accreditation of Rehabilitation Facilities (CARF) accreditation by timely assistance with all requests, training and adhering to Policies and Procedures
• Exhibit a comprehensive understanding of healthcare regulatory and compliance policy (e.g., HIPAA, CARF, etc.).  Knowledge of and adherence to Company policies and procedures, as well as applicable federal / state / local laws and regulations. Maintain complete confidentiality in all client/program matters, in accordance with Onsite policy
• Regular and reliable attendance
• Perform other duties as assigned 

Requirements

High school graduate or equivalent with college level preferred; Knowledge of 12 step/recovery/counseling process and services with experience in residential treatment setting preferred; 2 years of supervisory experience required; demonstrated understanding of trauma specific issues and sensitivity in providing trauma informed care required; Experience in conflict resolution required; Ability to maintain composure when managing crisis situations and implementing de-escalation techniques required; Valid driver’s license required.