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Program Director

Plainfield, United States

MAJOR DUTIES:

The Program Director is a leadership position responsible for overseeing the daily operations and performance of assigned waiver-funded residential and community-based services. This includes supervision of Direct Support Professionals (DSPs) and Family DSPs, ensuring compliance with Medicaid waiver regulations, implementing individualized support plans, maintaining billing accuracy, and fostering a culture of accountability, safety, and dignity for all individuals served.

RESPONSIBILITIES

Program Oversight & Leadership
- Direct daily operations of assigned program sites, ensuring all services are delivered in accordance with Medicaid waiver regulations, BDDS standards, and agency policy.
- Implement and monitor individualized service plans (ISPs/PCISPs), ensuring that services are person-centered, goal-driven, and outcome-oriented.
- Supervise and provide leadership to Direct Support Professionals (DSPs) and Family DSPs, promoting accountability, teamwork, and excellence in service delivery.
- Promote and model professional conduct aligned with Arrow Services Indiana’s mission, vision, and core values.
Billing, Documentation & Compliance
- Review and monitor documentation for all billable services to ensure accuracy, completeness, and timely entry into systems (e.g., Therap).
- Track utilization of authorized service units and proactively address under- or over-utilization in collaboration with the finance and compliance teams.
- Ensure all program activities, documentation, and service delivery practices are compliant with Medicaid waiver requirements, HIPAA regulations, and internal audit protocols.
- Conduct site audits, quality assurance reviews, and documentation checks regularly to ensure program integrity.
Staff Management & Scheduling
- Coordinate and manage program staff schedules, ensuring proper shift coverage and alignment with individual service needs and authorized hours.
- Support staff onboarding, orientation, and completion of required annual and re-training sessions.
- Conduct performance evaluations, provide coaching and feedback, and initiate disciplinary actions as needed.
- Ensure real-time responsiveness to staffing needs, including filling open shifts and managing call-offs, emergencies, or last-minute coverage gaps.
Interdisciplinary Collaboration & Communication
- Maintain active and collaborative communication with case managers, guardians, behavior consultants, state agencies, and other stakeholders.
- Participate in team meetings, annual planning conferences, and community-based planning efforts for individuals served.
- Respond promptly to issues involving individuals, staff, or programming and escalate concerns to leadership when appropriate.
- Provide regular updates to the Regional Operations Manager and support coordination with other departments such as Quality, Nursing, and Finance.
On-Call & Emergency Response
- Participate in the agency’s on-call rotation and respond to after-hours calls, incidents, and crises as needed.
- Lead the resolution of on-site crises, including medical emergencies, behavioral escalations, and incidents requiring immediate staffing or service response.
- Ensure timely and appropriate incident reporting, follow-up, and documentation in line with BDDS incident management protocols.
Service Delivery & Support (as needed)
- Provide direct support coverage during emergencies, programmatic need, or staffing shortages.
- Assist individuals with daily living skills, community integration, and goal attainment, when required by program needs.
- Monitor home environments and community-based service locations to ensure safety, cleanliness, and adherence to person-centered practices.
Organizational Engagement
- Participate in required trainings, state surveys, internal audits, and accreditation reviews.
- Contribute to the development and implementation of agency policies, procedures, and strategic initiatives.
- Take on additional duties and special projects as assigned by the Regional Operations Manager or Leadership Team.

POSITION REQUIREMENTS:

MINIMUM

Must be at least 18 years of age.
High school diploma or GED required; associate’s or bachelor’s degree in human services, psychology, social work, or a related field preferred.
Minimum 1–2 years of supervisory experience in a Medicaid waiver setting or similar human services environment.
Demonstrated experience managing staff schedules, resolving conflicts, and supervising direct support personnel.
Strong knowledge of Medicaid waiver programs, BDDS guidelines, and person-centered planning principles.
Proficient in Microsoft Office applications (Word, Excel, Outlook) and experience using electronic documentation systems such as Therap.
Ability to read, write, and communicate effectively both verbally and in writing.
Must have a valid driver’s license, reliable personal vehicle, and proof of current auto insurance.
Ability to use personal vehicle for work-related transportation and errands.
Must pass all agency pre-employment requirements, including background checks, reference checks, and TB screening (dated prior to providing services).
Ability to lift at least 25 pounds and perform the physical aspects of the job including bending, stooping, lifting, pulling, and extended walking or standing.
Demonstrated ability to implement individual support plans and respond appropriately to behavioral challenges.
Willingness to work flexible hours, including evenings, weekends, holidays, and participate in the on-call rotation as assigned (if applicable).
Ability to maintain professional boundaries, confidentiality (HIPAA compliance), and a person-centered mindset in all work activities.
Commitment to the mission, vision, and core values of Arrow Services Indiana.

REPORTS TO: Regional Operations Manager

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