This role is responsible for ensuring high-quality service delivery through active program oversight, direct staff and volunteer supervision, and strategic training coordination. This position maintains a strong presence on the program floor to observe daily activities, assess member engagement, and provide feedback to enhance program effectiveness. In addition to supervising direct support professionals (DSPs) and volunteers, the role involves performance management, coaching, and addressing staffing needs, including hiring, onboarding, and disciplinary action. This role also supports professional development by identifying training needs, facilitating staff training sessions, and ensuring compliance with required certifications. Close collaboration with the Associate Manager of Operations, the Senior Manager, and other leadership is essential to align daily operations with the organizational vision and goals and maintain a cohesive, responsive environment.

Qualifications

• Bachelor’s degree preferred and/or 2–3 years of experience in a human services organization.
• Requires 3–4 years of proven experience supervising and managing staff, along with strong problem-solving and communication skills.
• Working knowledge of DDD and Medicaid protocols for day programs is essential.

Responsibilities

• Demonstrates understanding of the WAE Center philosophy of ensuring a high standard of care by integrating person-centered, creative, and respectful approaches in all interactions with members.
• Supports the Senior Manager in implementing the vision and advancing program goals and expectations.
• Provides support for members during personal care activities, including assistance with feeding, toileting, and mobility as needed.
• Supports members in setting and working toward personal goals by actively encouraging participation in activities and interactions that promote individual growth.
• Engage with members in meaningful ways throughout the day to foster relationships and create a supportive, inclusive, and stable environment.
• Actively contributes to the maintenance, growth, and development of the program by sharing feedback and insights.
• Learns and applies knowledge of each member’s individual profile, including strengths, communication styles, and goals.
• Collaborates respectfully and effectively with team members, contributing to a positive and cooperative work environment; take initiative in assisting with tasks and responsibilities.
• Supports compliance efforts by cooperating with internal audits, licensing inspections, and investigations by JSDD, the WAE Center, and the Division of Developmental Disabilities.
• Performs additional duties as assigned, contributing to the overall success and mission of the WAE Center.
• Maintains an active and visual presence on the floor.
• Observes daily program activities with a focus on staff supervision to ensure they meet members’ needs and align with their goals.
• Tracks member engagement to help assess strengths and areas of improvement.
• Provides feedback on program effectiveness and suggests changes based on observations.
• Identifies and reports on issues or barriers that affect member involvement or program quality.
• Collaborates with staff to adjust activities based on daily observations and member engagement.
• Directly supervises DSP staff and volunteers at the WAE center.
• Assists with the hiring, onboarding, and termination processes for DSP employees and volunteers. Leads WAE Center Orientation for all new hires.
• Monitors employee performance and provides coaching in biweekly 1-1 meetings and feedback via annual performance reviews and staff evaluations. Partners with Senior Manager to ensure staff evaluations are completed in a timely manner and delivered thoughtfully, with a focus on clarity, professionalism, and constructive feedback.
• Holds staff accountable to expectations; address performance concerns through coaching or disciplinary actions as needed.
• Provides ongoing support to staff by answering questions, resolving issues, and offering guidance.
• Delegates tasks clearly and effectively to ensure all team members understand their responsibilities.
• Assists the Senior Manager in oversight of facilitators and consultants, as needed.
• Provides seamless coverage for the Floor Supervisor and Front Desk Coordinator roles when required, ensuring no disruption in service delivery or operational flow.
• Identifies training needs by assessing knowledge and skill gaps and areas for growth.
• Ensures completion of required training in key areas, including member care needs (behavioral, social, feeding, toileting), medication administration, PANE assessment, and Fleet Safety training.
• Maintains and updates the training binder and ensures employee and member files reflect complete training.
• Facilitates effective group training during quarterly All-Staff Meetings and Weekly Focus Groups.
• Collaborate with the Associate Manager of Operations through daily and weekly meetings to ensure alignment of strategies and actions to reach objectives.
• Actively contributes to bi-weekly team meetings, sharing updates, insights, and creative ideas for member support and program improvement.
• Provides seamless coverage for the Senior Manager and Associate Manager of Operations when needed.

Competencies

• Effective Communication: Consistently communicates clear goals, expectations, and program objectives; delivers timely, constructive feedback that supports individual and team performance.
• Goal Setting and Alignment: Establishes measurable goals for individuals and programs that align with JSDD’s mission and strategic objectives; regularly reviews progress and adjusts as needed.
• Leadership and Motivation: Motivates staff by recognizing achievements, providing encouragement, and fostering professional growth; models positive leadership behaviors.
• Conflict Resolution: Proactively addresses interpersonal or team conflicts; uses problem-solving strategies to maintain a respectful and solutions-focused work environment.
• Team Advocacy: Effectively represents team needs and priorities; communicates resource or support needs to leadership and follows up to ensure team success.
• Positive Work Culture: Actively promotes collaboration, inclusivity, and mutual respect; builds a cohesive team environment where all members feel valued and supported.

Job Type: Full-time
Pay: From $48,000 annually
Expected hours: 40 per week
Work Location: In person

Benefits

• 403(b)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance