Operations Management State Director

State Operations Supervisor

Position Type: Full-time, exempt, salaried supervisor role.

Scope of Role: Manages state level operations, overseeing a state, a portion of a state, or multiple states. Typically, responsible for regions producing $10 to $30 million in annual revenue.

Key Responsibilities:

• Operational Management: Oversees service delivery and ensures alignment with state-level goals.
• Strategic Leadership: Drives strategic planning, vision, growth, and development initiatives.
• Financial Oversight: Manages financial performance, profitability, and budgetary compliance.
• Human Resources: Supervises recruitment, retention, training, and management of state-level staff.
• Regulatory Compliance: Ensures adherence to licensing requirements and regulatory standards.
• Quality Improvement: Implements strategies to enhance service quality and meet organizational benchmarks.
• Stakeholder Relations: Builds relationships with stakeholders, families, guardians, and external partners.
• Advocacy and Lobbying: Represents the organization in public policy efforts and lobbying activities.

Essential Job Functions:

• Services and Supports: Quality Improvement: Oversees implementation of quality improvement standards and practices; works with the Quality Improvement Director and directs the Quality Improvement Manager in developing and implementing state strategies to manage and improve quality.
• Compliance: Implements state licensing and compliance strategy; reviews and responds accordingly to regulatory correspondence, including correction orders and monitors state compliance.
• Customer Service: Implements strategies to maintain and foster positive relationships with individuals receiving services, families, guardians, case managers and funders; and implements state improvement plans in response to satisfaction survey results as appropriate; implements stakeholder communication plan.
• Incident Management: Oversees implementation of Sevita incident management protocol; manages timely incident reporting and response to incidents; reviews trends; implements proactive strategies to reduce or eliminate serious incidents across the state; directs state team to address safety concerns, limiting the potential for continued concern or incident.
• Management of Individuals' Assets: Implements system to assure protection of individual's funds and property, assuring safety and accuracy.
• General Health Care: Oversees implementation of health and safety programs, medication administration and dietary planning; identifies and assures implementation of strategies to limit illness or serious incident; oversees healthcare documentation; supervises Director of Nursing, as applicable.
• Stakeholder Relations: Public Relations: Manages relations and communications concerning the general community, neighbors, government, competitors, and other outside organizations.
• Payer and Government Relations: Maintains and fosters relations with state and regional government authorities and referral agencies such as counties, regional centers, managed care contractors, and government administrators.
• Related Organizations: Participates in advocacy on behalf of individuals served or supported; joins and takes a leadership role in state trade associations on committees and boards of directors.
• Political Involvement: Develops and implements public policy strategy; participates in building relationships with legislators and government officials; makes political contacts and lobbies or advocates on behalf of the industry, company and individuals receiving services.
• Personnel: Management: Oversees implementation of human resource practices including recruitment, retention, training, scheduling, record keeping and management of employees; conducts monthly meetings with state-level employees including Regional Directors, Business Manager, Quality Improvement Manager, Human Resources Manager, and other personnel.
• Recruitment and Hiring: Collaborates with HR Business Partners and the Talent Acquisition teams on state hiring strategy and needs. Meets with Talent Acquisition Manager weekly to address hiring needs. Recruits, hires, and interviews Regional Directors. Consults with the Regional Director and Talent Acquisitions team on hiring of Area Directors. Makes hiring decisions on RDs and state functional leaders in partnership with Vice-president of Operations.
• Coaching, Discipline and Termination: Oversees and implements Sevita employment practices; conducts annual evaluations for state team and oversees state evaluation process for all employees; in consultation with human resource personnel, reviews written warnings and approves all involuntary terminations for state level personnel.
• Training: Organizes and oversees orientation and training programs; contributes to the design of training materials, creates addendums for state requirements; coaches and develops training facilitation skills of direct reports.
• Employee Safety: Directs workers' compensation return to work implementation.
• Growth and Development: Planning: Oversees strategic and blueprint planning to grow state business or consolidate as required; incorporates growth and budgetary planning; reviews best practices for dissemination across the state; maintains a healthy and productive business showing year over year growth.
• Development: Directs operations personnel in efforts to grow revenue maintain margin and meet state growth plans; encourages state and regional development to serve new populations and drive geographic and service line expansion; encourages and approves new start or other core development initiatives.
• Scouting: Promotes relationships with payers, competition, and other stakeholders; identifies opportunities by following industry trends, responding to payer need and requests for proposal.
• Acquisition: Identifies potential candidates for tuck-in or acquisition; assists with diligence and integration planning; assumes management of acquired entities.
• Efficiency: Directs state strategy to increase census, maintain occupancy, improve daily attendance, and maximize utilization.
• Financial Management Management: Responsible for the financial performance of the business units, reviews financial statements, reviews purchasing, and manages system to assure billing compliance and documentation.
• Spending: Responsible for state-wide budget and forecast; monitors purchasing to maintain budgetary compliance; monitors staffing and spending; submits proposals for capital improvement.
• Compensation: Works with the Vice President, Operations to develop and implement fair and equitable wage plans; approves wage status changes for state team and according to wage guidelines and budgetary parameters.
• Eligibility & Authorizations: Ensures effective and efficient oversight of key process dates and timely completion of redeterminations / renewals where applicable to maintain clean billing.
• Census Management: Marketing: Coordinates with marketing to define state's marketing strategy and priorities (i.e., collateral, social media, branding, success stories, etc.).
• Referrals: Approves referral closures to validate that thorough and critical decision- making processes are applied to every referral. Conducts retrospectives on closed referrals where service expansion opportunities or other strategic program changes would support future admissions.
• Census Performance: Monitors census and referral dashboards, reviewing progress against census targets, analyzing admissions, discharges, and leave days trends, and ensuring timely and proactive response and thorough placement decision making; identifies and oversees corrective plans to address census challenges in the state and supports Regional Directors with implementation of regionally-based action plans and coordination with other parts of the business (Finance, Talent Acquisition, Marketing, IT, etc.) as needed.
• Maintenance: Maintenance and Repair: Oversees state environmental safety planning; develops longer term plans for capital improvement.
• Environment: Implements and monitors strategies to assure neat, clean, and safe residential and vocational environments, including grounds.
• Vehicles: Directs system to assure vehicles are clean, safe, and well maintained; oversees system of training procedures for maintenance and safe operation of vehicles.
• Other: Performs other duties and activities as required, including backfilling roles under your supervision.

Supervisory Responsibilities:

• Manages and supervises regional directors and regional support team and other assigned personnel. Completes performance evaluations, orientation, and training. Makes decisions on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves employee problems within position responsibilities.

Minimum Knowledge and Skills Required for the Job:

• Education and Experience: Master's Degree in Social Work. Ten to twelve years of related experience with significant management experience in the human services industry.
• Certificates, Licenses, and Registrations: Licensure(s) as required by state, LMSW, LCSW or LCSW-C.

Key Metrics:

• Revenue, EBITDA, DSO
• Referral Conversion (%) & YoY Census & Units Growth
• YoY Utilization Increase
• Budget Compliance (budget hours, census, expenses, purchasing, utilization, etc.)
• Customer Satisfaction
• Total Quality Score
• Program Visits
• State Compliance
• Employee Satisfaction/Engagement, Action Plan Progress and Improvement, Turnover
• Individual Performance (Low to High)
• Technology Adoption (%)

Other Information: