Program Director

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