RESIDENTIAL DIRECTOR NASHVILLE, TN

New Hope Treatment Centers; Shadowbrook (SC); On-site; USD 85,000 - 110,000; Full time

Job summary

New Hope Treatment Centers is seeking a Program Director to lead day-to-day operations of residential programs, ensuring a safe, structured, and therapeutic environment for residents. You will supervise residential staff, monitor safety, and coordinate with clinical and administrative teams to support quality resident care.

The role emphasizes trauma-informed leadership, regulatory compliance, and collaboration across departments to sustain high standards of service and safety.

Qualifications

• Bachelor’s degree in human services or related field is required.
• Master’s degree in behavioral/mental health or related field preferred.
• Minimum 5 years of experience in residential or behavioral health settings.

Responsibilities

• Provide day-to-day operational oversight of residential programs to ensure a safe, therapeutic environment.
• Lead, coach, and evaluate residential staff and supervisors; manage staffing and retention.
• Monitor resident safety, incident reporting, and adherence to program procedures.
• Ensure compliance with licensing, regulatory, and accreditation requirements.
• Collaborate with clinical, HR, and executive leadership to support resident care.

Skills

Interpersonal skills

Communication

Organization

Professional judgment

Education

Bachelor’s degree in human service field

Master's degree in behavioral/mental health or similar

Job description

Position SummarySince our opening in 1987, New Hope Treatment Centers has been a welcoming place for young people in moments of crisis. The Program Director provides day-to-day leadership and operational oversight of the assigned residential programs, ensuring a safe, structured, and therapeutic environment for residents. This position provides direction and accountability to residential staff, monitors staffing, resident safety, compliance, and program operations, and collaborates with clinical and administrative departments to support quality resident care. The Program Director reports directly to the Director of Residential Operations and escalates significant operational, staffing, safety, compliance, and resident concerns as appropriate.Essential Duties and ResponsibilitiesThe essential functions include, but are not limited to, the following:Residential Program OperationsProvide day-to-day operational oversight of the assigned residential programs to ensure a safe, structured, and therapeutic environment for residents.Ensure residential operations are conducted in accordance with organizational policies, procedures, regulatory requirements, licensing standards, and established program expectations.Monitor daily program activities and address operational barriers, staffing concerns, and resident-related issues in a timely manner.Ensure program expectations, routines, and standards are consistently communicated and implemented by residential staff.Identify operational concerns and escalate significant or unresolved issues to the Director of Residential Operations.Collaborate with Employee Experience & Talent (HR), Director of Residential Operations and Executive Director regarding ongoing staffing needs and recruitment priorities.Staff Leadership & SupervisionProvide leadership, direction, coaching, and performance oversight to residential staff and designated residential supervisors/team leads.Establish clear expectations regarding employee conduct, job performance, attendance, resident supervision, documentation, and adherence to program procedures.Conduct or participate in performance coaching, corrective action, and other employee relations matters in collaboration with Employee Experience & Talent (HR) and the Director of Residential Operations and/or Executive Director, as appropriate.Promote accountability, teamwork, professionalism, and effective communication among residential staff.Recognize employee performance and support staff engagement and retention.Resident Safety & SupervisionMaintain oversight of residential staff practices related to resident supervision, safety, security, and overall well-being.Ensure staff appropriately follow protocols related to resident supervision, searches, movement, transportation, behavioral incidents, and other residential procedures.Respond to and appropriately escalate significant resident incidents, safety concerns, injuries, elopements/AWOL events, restrictive interventions, and other critical incidents.Ensure appropriate follow-up occurs following significant incidents, including documentation, notifications, and corrective actions.Promote a trauma-informed, therapeutic, and respectful environment for residents.Compliance & Quality AssuranceMonitor residential operations for compliance with applicable licensing, regulatory, accreditation, and organizational requirements.Conduct routine audits and reviews of residential practices, documentation, staffing, and program standards.Identify residential deficiencies and escalate to appropriate parties to assist in development or implementation of corrective actions as directed.Participate in internal reviews, audits, investigations, and regulatory or accreditation activities as requested.Maintain accurate and timely records related to residential operations.Employee Training & DevelopmentEnsure residential staff receive appropriate ongoing training, and competency development.Identify staff development needs and collaborate with appropriate departments to address knowledge gaps.Reinforce expectations related to resident care, safety, de-escalation, crisis response, documentation, and organizational policies.Interdepartmental CollaborationCollaborate with Clinical, Nursing, Education, Employee Experience & Talent (HR), Quality/Compliance, Admissions, and other departments to support resident and program needs.Participate in interdisciplinary meetings and communicate relevant operational concerns and recommendations.Maintain effective communication between residential leadership and other departments.Support coordinated responses to residents and/or guardians regarding concerns.Incident ManagementRespond to significant employee and resident incidents in accordance with established procedures.Ensure incidents are appropriately documented, reported, and escalated.Participate in internal investigations involving residential operations when requested.Implement corrective actions and operational improvements resulting from incidents, investigations, audits, or identified trends.Partner with Employee Experience & Talent (HR) on employee-related investigations and corrective action when appropriate.Performance & Operational ImprovementIdentify trends and recommend improvements to residential operations.Implement operational initiatives and process improvements established by the Director of Residential Operations, Executive Director or other pertinent parties.Participate in department meetings and contribute recommendations regarding program effectiveness and operational needs.Support organizational initiatives and strategic priorities within the assigned residential program.Communication & LeadershipMaintain consistent communicationCommunicate program needs, risks, trends, and significant concerns promptly and appropriately.Serve as a visible leadership presence within the residential program.Model professionalism, accountability, ethical conduct, and organizational values.Maintain confidentiality and handle sensitive resident and employee information appropriately.CompetenciesThe Residential Director must demonstrate competence in the following areas:Leadership, Accountability & Staff Management: Demonstrates effective leadership of residential staff by establishing clear expectations, promoting accountability, addressing performance concerns, supporting staff development, and fostering a culture of safety, professionalism, and teamwork.Resident Safety, Rights & Quality of Care: Demonstrates the ability to maintain a safe, therapeutic, trauma-informed environment while protecting resident rights, promoting appropriate supervision, responding to behavioral and safety concerns, and ensuring services are delivered consistently with established standards.Regulatory Compliance & Risk Management: Demonstrates knowledge of and accountability for regulatory, licensing, accreditation, and organizational requirements; identifies compliance risks; ensures corrective actions are implemented; and appropriately escalates significant concerns.Incident Management, Documentation & Communication: Demonstrates effective response to incidents, emergencies, behavioral events, injuries, and other significant occurrences, including timely notification, accurate documentation, appropriate escalation, and follow-up. Maintains effective communication with clinical, nursing, education, HR, and residential leadership.Performance Improvement & Operational Excellence: Uses operational data, audits, observations, incident trends, staffing information, and other performance indicators to identify opportunities for improvement and implement sustainable corrective actions within the residential program.Minimum Qualifications· Must be at least 21 years or older.· Bachelor’s degree in human service field required with minimum of 5 years' experience.· Ability to pass required background checks, drug screening, and any state-mandated employment clearances.Preferred Qualifications· Master's degree in behavioral/mental health or similar specialty with minimum of 5 years' experience.· Experience working with children, adolescents, or individuals in behavioral health, residential treatment, or human services settings.Required Knowledge, Skills, and Abilities· Strong interpersonal and communication skills.· Ability to manage multiple priorities and maintain organized records.· Professional judgment, discretion, and ethical conduct.· Proficiency with electronic health records and standard office technology.Physical and Work Environment Requirements· Work is performed in a behavioral health treatment environment that may involve exposure to emotionally distressed individuals.· Must be able to respond quickly and effectively to behavioral emergencies involving residents weighing approximately 50–200+ pounds of varying heights and body compositions.· Ability to lift to 50 pounds, carry up to 25 pounds, and push/pull up to 100 pounds as part of daily job responsibilities and emergency response situations.· Ability to walk for 6–8 hours per shift and stand and/or sit for extended periods of time, including up to 4+ hours consecutively.· Must be able to kneel, squat, crouch, and climb multiple flights of stairs throughout the workday as required to maintain resident supervision and safety.· Ability to maintain awake, alert, and oriented status throughout the entire shift to ensure continuous line-of-sight supervision and adherence to safety protocols.· Ability to sit, stand, walk, bend, and use standard office equipment.· Ability to respond to crisis situations, which may require quick movement.· Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.