The Program Manager is responsible for overseeing program operations, staff performance, and service delivery to ensure high-quality, person-centered care. This role manages staff, client caseloads, and administrative functions while maintaining compliance with organizational policies and regulatory requirements.  There is an emergency on call responsibility with this position.

  Essential Core Responsibilities 

Supervision & Performance Management

• Lead, train, and supervise a team of Lead CSCs and CSCs to maintain high performance and staff engagement
• Oversee recruitment, onboarding, and ongoing professional development, including behavioral skills training (BST)
• Provide regular coaching, in-situ observation, and actionable performance feedback
• Monitor and ensure accurate implementation of Individual Support Plans (ISPs) and active treatment protocols
• Analyze data to identify gaps, adjust interventions, and improve client outcomes
• Address and document performance issues while fostering a positive and accountable team culture
• Promote effective team communication systems and ensure compliance with safety standards

Case Management

• Manage full lifecycle of client caseloads from intake through discharge
• Develop, monitor, and update ISPs based on client progress and clinical data
• Conduct assessments, coordinate monthly clinical reviews, and track outcome progress
• Ensure timely and accurate completion of documentation, billing, and reporting requirements
• Collaborate with families, caregivers, coordinators, and interdisciplinary teams
• Oversee service tracking and ensure quality service delivery aligned with person-centered goals
• Provide direct support as needed, including ADLs, transportation, and medication administration

Administrative Leadership

• Develop and manage staff schedules and client service plans
• Maintain systems for communication, documentation, and program sustainability
• Ensure compliance with internal policies, audits, and state/federal regulations
• Oversee medication administration systems and proper storage/handling procedures
• Coordinate program activities, volunteer engagement, and client enrichment opportunities
• Manage program resources, equipment, and operational needs
• Support program admissions, audits, and regulatory reviews

On-Call & Emergency Response

• Serve as on-call supervisor, providing guidance and responding to emergencies as needed
• Ensure adherence to policies during crisis and unexpected situations
• Support emergency protocols, including weather events and safety incidents

 Experience Requirements

• 1 – 2  years of prior experience in a position of similar scope, preferred
• Ability to supervise and motivate a team of staff
• Ability to communicate through verbal and written mediums
• Ability to observe, ask questions, listen actively, and give and accept feedback effectively
• A high energy level, adaptability, assertiveness, patience and ability to work in a team environment
• Operation of a motor vehicle is required which includes proof of a valid drivers license, an ability to maintain automobile liability insurance as required by state law in Virginia and an ability to qualify as a driver under Faison insurance guidelines.

Education Requirements

• High school degree or equivalent required
• Bachelor’s degree preferred
• Essential Physical Requirements

Physical Requirements

• Lift 50 pounds
• Bend at all joints fluently
• Move in and out of and maintain a kneeling position for up to five minutes
• Reach in all directions
• Grasp using both hands 
• Move quickly in both confined and open spaces to avoid safety issues
• Run in order to retrieve an individual who is moving quickly away from staff
• Maintain balance while lowering to a half squat position