Operations manager

The Operations Manager serves as the operational leader of the Behavioral Health Technician team and is responsible for the management and oversight of daily program operations across residential, PHP, and IOP levels of care.

One of the Operations Manager's primary duties is the supervision, coordination, and management of Behavioral Health Technicians to ensure safe staffing, operational efficiency, regulatory compliance, and adherence to facility standards. While the Operations Manager maintains competency in direct client support, direct care duties are secondary to management and operational leadership responsibilities.

The Operations Manager is also responsible for assisting in the development and implementation of programming components, with a focus on compliance and operational feasibility. This role exercises independent judgment in staffing, personnel management, workflow coordination, and operational decision-making in collaboration with the Director of Operations.

Supervisory Responsibilities

This role is responsible for directly supervising and managing Behavioral Health Technicians and will regularly direct the work of two or more full-time equivalent employees.

Direct oversight of and required participation in the on-call rotation schedule for after hours, weekends, or holidays and emergencies.

Detailed Responsibilities

Primary Supervisory & Management Responsibilities

• Responsible for all day-to-day functions.
• Assists in the development and implementation of programming components, with a focus on compliance and operational feasibility.
• Participate in recruitment, interviewing, hiring, onboarding, and termination decisions for the Operations Team.
• Provide formal performance evaluations and implement corrective action as needed.
• Develop, manage, and adjust staffing schedules to maintain required ratios.
• Independently reassign staff based on census, acuity, and operational needs.
• Review and verify payroll submissions and monitor overtime utilization.
• Approves shift coverage adjustments and staffing changes.
• Lead BHT team meetings and communicate operational directives.
• Address performance and conduct concerns in accordance with company policy.
• Assists Director of Operations to ensure all departments are aligned with Joint Commission Regulations.
• Assist Director of Operations and CEO by contributing to budgetary planning, overseeing procurement, and monitoring staff spending including but not limited to completed monthly expense reports.
• Supports interdepartmental communication and collaboration.
• Monitors and evaluates the performance of individuals under their direct supervision in accordance with organizational personnel policies.
• Ensure quality care for all clients involved in the program and works with staff to ensure continuity of treatment for every client involved in treatment.
• Maintain client confidentiality per Federal regulations.
• Complete incident reports per program policies and procedures.

Operational Oversight & Compliance

• Oversee daily shift workflow and accountability systems.
• Ensure compliance with Joint Commission standards, state regulations, and internal policies.
• Conduct routine facility inspections and environment-of-care audits.
• Review incident reports and implement operational follow-up actions.
• Develop and maintain operational checklists and workflow processes.
• Collaborate with clinical leadership to align staffing with program needs.
• Monitor documentation compliance and EMR standards.
• Coordinate supply management and operational logistics.

Leadership & Staff Development

• Lead onboarding and competency validation for new hires.
• Provide coaching, mentorship, and ongoing staff development.
• Model professionalism, boundaries, and accountability.
• Foster team communication and cross-department collaboration.
• Support continuous quality improvement initiatives.

Client Support Responsibilities (Secondary Function)

• Maintain working knowledge of Behavioral Health Technician duties.
• Provide direct client support when necessary to maintain safe staffing.
• Assist in crisis response using approved de-escalation techniques.
• Monitor client safety and ensure standards of care are upheld.

Required Knowledge, Skills, and Abilities

Management Competencies

• Ability to exercise independent judgment in personnel and operational decisions.
• Strong leadership and conflict resolution skills.
• Ability to evaluate employee performance and implement corrective action.
• Knowledge of staffing models and regulatory compliance requirements.
• Ability to analyze workflow and improve operational systems.

Clinical Environment Knowledge

• Understanding of trauma-informed care and crisis intervention principles.
• Knowledge of HIPAA and confidentiality standards.
• Familiarity with behavioral health treatment environments.

Knowledge Competencies

• Understanding of mental health symptoms, emotional dysregulation, and crisis warning signs.
• Knowledge of trauma-informed approaches and appropriate boundary-setting.
• Familiarity with HIPAA, confidentiality laws, and client rights.
• Basic knowledge of emergency procedures and safety protocols.
• Understanding of group dynamics and therapeutic milieu structure.

Skill Competencies

• Ability to de-escalate clients calmly using approved crisis-intervention techniques.
• Ability to observe and document behavioral changes with clarity and accuracy.
• Skill in facilitating or co-facilitating structured, non-clinical groups.
• Ability to maintain physical and emotional safety standards.
• Ability to operate company vehicles safely and follow all transportation protocols.
• Competence in EMR documentation and electronic communication.

Behavioral / Professional Competencies

• Maintains professional boundaries, reliability, and punctuality.
• Demonstrates cultural humility and respect for all clients.
• Ability to remain calm, grounded, and therapeutic during stressful interactions.
• Demonstrates strong communication and teamwork across departments.
• Shows consistent attention to detail and adherence to protocols.
• Flexible and adaptable in a dynamic, client-centered environment.

Population-Specific Competencies

• Ability to work with adults experiencing trauma, depression, anxiety, emotional dysregulation, and co-occurring disorders.
• Ability to recognize escalation cues (verbal and non-verbal).
• Ability to modify communication style based on cultural, developmental, and gender considerations.
• Understanding of how trauma histories may impact engagement, emotional responses, and behavioral changes.
• Ability to maintain safety and dignity while supporting clients in distress.

Experience Competencies

• Prior experience in behavioral health, treatment programs, or supportive roles strongly preferred.
• Ability to manage multiple tasks in a therapeutic setting with minimal supervision.
• Ability to apply learned skills from training (CPI, de-escalation, boundaries, safety).
• Ability to identify when to escalate concerns to clinicians or leadership using appropriate chain-of-command.

Education & Experience

• High school diploma or equivalent required.
• Bachelor’s degree preferred.
• Minimum 2 years of behavioral health experience required.
• Prior supervisory or management experience strongly preferred.
• Valid Texas Driver’s License required.
• Cleared Background Check / Pre-Employment UDS.

Physical Requirements / Work Environment

• Combination of administrative oversight and active program engagement.
• Frequent walking, standing, and facility monitoring.
• Ability to respond to crisis situations.
• Ability to lift up to 50 pounds.
• Ability to operate company vehicles as needed.