Directs the day-to-day operations of Citizens Residential Program to ensure compliance with Federal and New York State regulations, agency policy and procedures, the employee handbook and the Agency's CQL initiative. Responsible for ensuring that the people supported are active participants in their daily lives in accordance with the Agency's philosophies and missions.

1. Practices and promotes the agency’s mission statement in every interaction:
   Citizens supports people to live the life they choose.
2. Ensures compliance with all Federal and New York State regulations, agency policies and procedures, the employee handbook, and CQL philosophy.
3. Provides leadership that fosters a positive, respectful, and inclusive work culture that promotes staff engagement, accountability, teamwork, recognition, and retention.
4. Maintains vigilant oversight of staffing patterns across all residential sites to ensure appropriate coverage, operational efficiency, and alignment with census and acuity needs. Proactively identifies trends and implements corrective strategies to minimize overtime and prevent burnout.
5. Reviews overtime projections and actual usage on a routine basis; holds leadership staff accountable for justification, staffing efficiency, and corrective action plans when thresholds are exceeded.
6. Partners closely with Accounting/Finance to ensure accurate budget forecasting, timely submission of staffing and operational data, and appropriate budget adjustments as needed. Ensures fiscal integrity and responsible stewardship of agency resources.
7. Implement proactive strategies to reduce overtime while ensuring the safe and appropriate level of care. The Director must carefully monitor payroll records to eliminate consistent and structured overtime, while ensuring adherence to staff schedules to reduce staff burnout and improve service delivery.
8. Maintains oversight of program budgets to ensure efficient and sustainable practices, balancing high-quality service delivery with financial responsibility.
9. Develops and updates program policies and procedures that provide residential staff with clear direction while adhering to federal, state, and agency regulations and promoting high-quality, person-centered services.
10. Routinely visits residential sites to:

• Reinforce culture expectations and agency values
• Engage directly with staff to solicit feedback and address concerns
• Ensure consistent communication
• Support leadership development at the site level
• Promote staff morale and retention

11. Communicates effectively with staff at all levels and across departments through routine correspondence and regularly scheduled meetings to address operational needs, recognize accomplishments, and maintain transparency.
12. Serves as a member of agency-wide committees (e.g., Human Rights Committee, Incident Review Committee, Diversity Committee, Safety Committee), ensuring residential representation and overseeing follow-up on initiatives and directives.
13. Responds to emergencies within residential sites to provide leadership, direction, and stabilization while supporting staff through crisis situations.
14. Works closely with the Vice President, Site Supervisors, recruitment team and DSPs to design and implement approaches to ensure the successful integration and retention of each DSP into the overall program. The Director must maintain data and metrics associated retention to determine if the approaches are successful. Special attention must be given to the training and requirement of Site Supervisors to create welcoming and supportive environments for incoming DSPs.
15. Meets regularly with the Vice President to review operational performance, staffing trends, budget status, retention strategies, and systemic challenges; collaborates on strategic solutions.
16. Attends family and house meetings to build collaborative relationships with families and staff and to ensure agency communication is clear and consistent.
17. Addresses workforce concerns and resolves grievances, including performance management, discipline, and terminations, while promoting fairness, consistency, and employee development.
18. Champions diversity, equity, and inclusion by fostering an environment in which all employees feel respected, valued, and empowered to succeed.

Master's preferred; Bachelor's Degree in Human Services or related field required. Must be a Qualified Intellectual Disabilities Professional (QIDP) with a minimum of ten (10) years' experience in human services, and five (5) years' experience with oversight of day-to-day program operations.