Job Description: Residential Staffing Manager

Reports To: Residential Director

Status: Full-time (40+ hours per week), Salary, Exempt

Benefits: Eligible

The Staff Manager is responsible for supporting the operational stability, performance, and culture of residential staffing at Telos. The Staff Manager ensures that the Residential department has the right staff, in the right place, at the right time, appropriately trained, supervised, and held accountable to perform the work of the program integral to the values and culture of Telos.

The Staff Manager directly supports and manages Shift Supervisors and works closely with the Residential Director to maintain stable schedules, appropriate staffing levels, effective communication, employee development, and consistent execution of residential expectations according to Telos values and missions statement.

This position additionally works as a point of coordination between Human Resources and Residential. The role maintains an active presence within the residential program and is accountable for identifying staffing, performance, and culture concerns before they negatively impact shift stability or student care.

Duties & Responsibilities

• Supporting a residential culture of safety, accountability, professionalism, teamwork, and consistent care for students
• Establishing clear communication between residential leadership, Shift Supervisors, and direct-care employees
• Creating, maintaining, and proactively managing residential staff schedules to ensure appropriate coverage for all assigned shifts, including ensuring residential shifts are staffed according to established staffing targets, student needs, and required ratios
• Identifying open shifts, callouts, anticipated staffing shortages, and coverage concerns in advance and developing a plan to resolve them, while maintaining an accurate and current view of residential staffing needs, vacancies, availability, and scheduling gaps
• Ensuring employees complete required training, certifications, competencies, and other assigned professional development within established timelines
• Monitoring residential overtime, additional shift incentives, and other labor utilization and identifying recurring patterns that require operational correction
• Maintaining regular presence on the residential floor to observe staff performance, understand operational conditions, and support Shift Supervisors
• Ensuring Shift Supervisors and staff understand and consistently follow residential policies, procedures, routines, student restrictions, and program expectations
• Managing Shift Supervisors and establishing clear expectations for their performance, communication, accountability, and leadership of assigned teams
• Meeting regularly with Shift Supervisors to review staffing, employee performance, training needs, attendance concerns, and unresolved operational issues
• Coaching and developing Shift Supervisors in leadership, accountability, communication, conflict management, and employee development
• Addressing employee performance concerns promptly and working with the Residential Director and Human Resources when additional corrective action is necessary
• Maintaining visibility into training deficiencies and coordinating with appropriate departments to resolve outstanding requirements
• Supporting the hiring, interviewing, onboarding, and development of new residential employees and ensuring new staff receive appropriate supervision and training
• Ensuring important information is appropriately communicated between shifts and that assigned responsibilities have a clear owner
• Reviewing operational concerns and identifying whether problems are related to staffing, training, accountability, or systems and recommending appropriate solutions
• Supporting the Residential Director with workforce planning, hiring priorities, employee retention, staffing projections, and other residential operational needs
• Participating in residential leadership meetings, treatment-related meetings as appropriate, and other required meetings or conferences
• Completing accurate and timely administrative documentation associated with scheduling, staffing, employee performance, training, incident reports, and residential operations
• Maintaining confidentiality and professional boundaries while working with students, families, employees, and other departments

Qualifications

• Demonstrated ability to organize people, schedules, and competing operational priorities
• Strong leadership skills and willingness to hold employees and supervisors accountable to clearly established expectations and Telos cultural pillars
• Exceptional communication and relationship skills
• Ability to identify problems, determine appropriate next steps, assign responsibility, and follow through until resolution
• Strong time-management and organizational skills
• Ability to remain calm, professional, and decisive during staffing shortages, behavioral crises, interpersonal conflict, and other high-pressure situations
• Ability to coach, train, and develop employees and supervisors
• Ability to analyze staffing patterns, attendance, overtime, and other operational information to support decision-making
• Ability to maintain appropriate professional boundaries
• Ability to receive, communicate, and carry out direction
• Timely, dependable, and reliable
• Genuine care and concern for students and employees
• Working knowledge of residential treatment, behavioral health, youth services, or a related environment preferred
• Supervisory or management experience preferred
• College education preferred