Residential Services Director

Elizabeth Richardson Center, Inc; Springdale (AR); On-site; USD 50,000 - 55,000; Full time

Job summary

Elizabeth Richardson Center, Inc. is seeking a Residential Services Director to lead ERC’s residential programs, ensuring person-centered supports, regulatory compliance, and high-quality daily services across homes.

The role oversees staff supervision, scheduling, and operations, maintains safety, documentation, and collaboration with care teams to advance individuals' choices and independence.

Qualifications

• High school diploma required; bachelor’s degree preferred in human services, psychology, or related field.
• Experience supervising residential staff and coordinating services in a human-services setting.
• Strong documentation, communication, and regulatory-compliance abilities.

Responsibilities

• Lead residential DSPs and staff, provide coaching and performance feedback.
• Oversee scheduling, staffing coverage, and on-call rotation for residential homes.
• Ensure PCSP goals are implemented and daily operations meet ERC standards.
• Monitor compliance with CES Waiver requirements and health and safety regulations.
• Coordinate with other departments and community partners to plan activities and services.

Job description

The Residential Services Director provides leadership, supervision, and operational oversight for ERC’s residential services. The Director ensures individuals receive safe, consistent, high-quality, person-centered supports aligned with their Person-Centered Service Plans (PCSPs), CES Waiver requirements, preferences, assessed needs, and ERC standards. The Director is accountable for residential DSP performance, staffing continuity, home operations, activities, documentation, regulatory compliance, and the overall quality of daily supports.

Essential Duties and ResponsibilitiesLeadership, Supervision, and Staff Development

Position Summary

The Residential Services Director provides leadership, supervision, and operational oversight for ERC’s residential services. The Director ensures individuals receive safe, consistent, high-quality, person-centered supports aligned with their Person-Centered Service Plans (PCSPs), CES Waiver requirements, preferences, assessed needs, and ERC standards. The Director is accountable for residential DSP performance, staffing continuity, home operations, activities, documentation, regulatory compliance, and the overall quality of daily supports.

Essential Duties and ResponsibilitiesLeadership, Supervision, and Staff Development

• Supervise, coach, and evaluate residential DSPs and assigned staff; conduct routine observations and provide timely, documented feedback.
• Address performance concerns through coaching, retraining, performance improvement, and corrective action in accordance with ERC procedures.
• Participate in interviewing, selection, onboarding, orientation, and retention of residential staff.
• Coordinate on-the-job training, monitor competency checklists, and verify staff readiness before independent assignments.
• Ensure staff understand individuals’ PCSP goals, behavioral supports, risks, health and safety needs, emergency procedures, and residential routines.
• Promote accountability, teamwork, professionalism, and person-centered practices.

Staffing, Scheduling, and On-Call Leadership

• Oversee residential schedules and coverage to maintain required support levels and continuity of services.
• Respond to call-ins, vacancies, staffing gaps, and urgent coverage needs while responsibly managing overtime and agency resources.
• Monitor attendance, schedule adherence, and authorized work assignments and address concerns promptly.
• Participate in the residential on-call rotation and provide leadership during emergencies, after-hours concerns, and service disruptions.
• Communicate significant staffing risks and proposed solutions to the Senior Director of Operations.

Residential Operations and Home Environment

• Oversee daily operations of ERC residential homes, including appropriate staffing ratios, household routines, groceries, meals, supplies, transportation, and other operational needs.
• Ensure homes are welcoming, clean, organized, safe, functional, comfortable, and appropriately supplied.
• Monitor furnishings, appliances, accessibility features, supplies, and safety equipment; identify repairs and coordinate with maintenance.
• Support individuals in personalizing their living spaces while respecting choice, privacy, dignity, culture, and independence.
• Oversee medication-administration processes within the authorized scope of the position and ensure procedures are followed.
• Coordinate with agency departments regarding significant environmental, accessibility, transportation, maintenance, or supply needs.

Person-Centered Supports

• Ensure DSPs consistently implement current PCSP goals, support instructions, assessed needs, preferences, and risk-mitigation strategies.
• Observe and coach employees on person-centered teaching, skill-building, and support techniques.
• Promote individual choice, dignity, privacy, independence, self-direction, and meaningful participation in household decisions.
• Monitor support quality and consistency and implement corrective action when necessary.
• Coordinate with appropriate team members when an individual’s needs, preferences, risks, health status, or circumstances change.

Residential Programming and Quality of Life

• Oversee meaningful evening and weekend activities based on individual interests, preferences, needs, and PCSP goals.
• Ensure regular opportunities for recreation, socialization, community inclusion, skill development, and increased independence.
• Ensure DSPs incorporate independent-living skills into household routines and community experiences.
• Monitor the quality, variety, frequency, individualization, and documentation of residential and community activities.
• Collaborate with individuals served, residential staff, agency teams, and community partners when planning activities.
• Identify and address barriers to participation, choice, access, or independence.

Documentation, Compliance, and Quality Improvement

• Review residential documentation for accuracy, completeness, timeliness, and consistency with services provided.
• Monitor compliance with CES Waiver requirements, PCSPs, ERC policies, health and safety standards, and applicable regulations.
• Identify documentation deficiencies and ensure prompt correction, coaching, and follow-up.
• Participate in internal and external audits, quality-assurance activities, incident reviews, and corrective-action planning.
• Monitor incident reports and ensure appropriate operational follow-up, staff support, and corrective measures.
• Use observations, documentation, incidents, satisfaction feedback, and service trends to identify and monitor improvements.
• Assess satisfaction and quality of life and elevate concerns to senior leadership.

Health, Safety, and Emergency Preparedness

• Monitor health, safety, and environmental conditions in each residence and promptly address identified risks.
• Ensure staff receive required training on emergency, safety, incident-reporting, medication, and individual-specific procedures.
• Monitor required drills and completion of follow-up actions.
• Respond to residential emergencies and ensure required notifications, documentation, and corrective follow-up are completed.
• Coordinate with leadership and appropriate departments when additional clinical, administrative, maintenance, or service-planning support is needed.
• Immediately report suspected abuse, neglect, exploitation, or rights violations in accordance with required procedures.

Communication and Interdepartmental Coordination

• Maintain regular communication with care coordination and business partners to support continuity of care and service delivery.
• Collaborate with Transportation, day-program leadership, facilities, clinical supports, and other departments regarding residential needs and priorities.
• Communicate staffing, operational, service-quality, environmental, and safety concerns to the Senior Director of Operations.
• Maintain professional, timely, solution-focused communication with employees, individuals served, families when appropriate, and internal and external partners.
• Participate in leadership meetings, person-centered planning meetings, staffing reviews, and other operational meetings.

Administrative and Fiscal Oversight

• Monitor residential supplies, staffing utilization, operational expenditures, and emerging program needs.
• Follow established approval processes before financial commitments or unplanned expenses.
• Protect individual and agency resources and promptly report concerns involving funds, property, purchases, or documentation.
• Provide accurate operational updates, identify risks, and recommend practical solutions to senior leadership.

Minimum Qualifications

• High school diploma or equivalent required; bachelor’s degree in human services, social services, psychology, rehabilitation, education, healthcare administration, management, or related field preferred.
• Relevant experience supporting individuals with intellectual or developmental disabilities or working in residential, Waiver, behavioral-health, healthcare, or other human-services settings.
• Prior supervisory, scheduling, training, or program-management experience strongly preferred.
• Working knowledge of person-centered services, confidentiality, incident reporting, documentation, and health and safety practices.
• Valid driver’s license, acceptable driving record, and ability to meet ERC transportation requirements.
• Ability to pass applicable background and registry checks, training, and other employment requirements.

Knowledge, Skills, and Abilities

• Ability to lead, coach, develop, and hold employees accountable while maintaining a respectful, supportive environment.
• Strong organizational, scheduling, problem-solving, decision-making, and follow-through skills.
• Ability to interpret service plans, policies, procedures, and regulations and translate them into consistent daily practice.
• Effective written and verbal communication, including objective documentation and professional communication of sensitive concerns.
• Sound judgment and ability to respond calmly during emergencies, staffing challenges, and changing service needs.
• Ability to collaborate across departments while maintaining clear leadership accountability.
• Basic proficiency with email, electronic documentation systems, Microsoft Office, and other job-related technology.

Work Schedule and Conditions

This position requires regular presence in ERC residential homes and community settings and may include evenings, weekends, holidays, variable hours, and participation in an on-call rotation. The Director may encounter changing schedules, urgent staffing needs, behavioral or medical concerns, and other conditions typical of residential human-services programs. Local travel between ERC locations and community sites is required.

Physical and Functional Requirements

The Director must be able to perform essential functions with or without reasonable accommodation. Duties may require prolonged sitting or standing; walking through residential and community environments; computer and telephone use; driving or riding in vehicles; bending, reaching, and moving household or program supplies; responding promptly during emergencies; and assisting with individual-specific needs within the Director’s training and authorized scope.

Compensation

Salary Range: $50,000–$55,000 annually, commensurate with qualifications and experience. Eligible for ERC benefits in accordance with applicable plan terms and agency policy.

Other Responsibilities

Perform other duties as assigned to support the mission of the Elizabeth Richardson Center. This description identifies the primary responsibilities of the position and is not exhaustive. Responsibilities may be revised as organizational, program, regulatory, or individual needs evolve.