Program Director

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  Direct and oversee daily operations of all assigned programs and service lines throughout the Middle Tennessee Region.

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  Establish operational systems, procedures, and accountability measures to ensure efficient and consistent service delivery.

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  Collaborate with the General Manager to implement organizational goals, policies, procedures, and strategic initiatives.

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  Provide direct supervision, leadership, coaching, and performance management to assigned staff.

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  Ensure adequate staffing, scheduling, service coverage, and continuity of care.

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  Maintain regular communication with the General Manager regarding program performance, operational challenges, and opportunities for improvement.

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  Provide direct program oversight or assume Program Coordinator responsibilities when necessary to ensure continuity of services.

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  Promote a culture of professionalism, teamwork, accountability, ethical conduct, and person-centered care.

• Ensure compliance with all applicable TennCare, DDA, Medicaid, HCBS, licensing, contractual, and regulatory requirements.

• Maintain program readiness for state surveys, audits, monitoring visits, and licensing reviews.

• Oversee the implementation and ongoing monitoring of Person-Centered Support Plans (PCSPs), Individual Support Plans (ISPs), and other required service plans, as applicable.

• Ensure services are delivered and documented in accordance with approved authorizations, individual needs, and program requirements.

• Monitor documentation accuracy, service delivery records, electronic visit verification (EVV), and other required reporting.

• Ensure timely identification, reporting, investigation, and resolution of incidents, complaints, and quality concerns.

• Develop and implement corrective action plans when deficiencies are identified.

• Ensure compliance with applicable HIPAA, Title VI, ADA, HCBS Settings Rule, and individual rights requirements.

• Promote the health, safety, dignity, independence, and rights of every person supported.

• Supervise and evaluate Program Coordinators and other assigned personnel.

• Collaborate with Human Resources regarding recruitment, onboarding, training, retention, employee relations, and staffing needs.

• Ensure employees and contracted providers maintain required qualifications, certifications, training, and compliance documentation.

• Conduct regular supervisory meetings, performance evaluations, and employee development activities.

• Establish clear expectations for productivity, communication, documentation, service quality, and accountability.

• Address performance concerns promptly and consistently in accordance with company policies.

• Develop staff leadership capabilities and promote a positive, professional work environment.

• Ensure staff understand and follow established policies, procedures, and regulatory expectations.

• Oversee the development, coordination, and ongoing quality of CLS Family Model Residential Services.

• Collaborate with recruitment and onboarding personnel to identify and develop qualified Family Model Providers.

• Ensure prospective placements are evaluated for compatibility, individual preferences, support needs, safety, and regulatory requirements.

• Oversee residential placement coordination, transitions, monitoring, and ongoing provider support.

• Ensure required home reviews, site surveys, documentation, and monitoring activities are completed within established timeframes.

• Monitor the quality and stability of residential placements and address concerns promptly.

• Ensure Family Model Providers understand their contractual responsibilities and applicable service requirements.

• Promote stable, appropriate placements that support individual choice, independence, and long-term success.

• Develop and implement strategies to expand services and increase the number of individuals supported throughout the Middle Tennessee Region.

• Establish and maintain professional relationships with referral sources, support coordinators, managed care organizations, state agencies, families, and community partners.

• Actively identify new service opportunities and underserved areas within the region.

• Monitor referral activity, admission progress, pending placements, and service development opportunities.

• Ensure timely follow-up on referrals, assessments, admissions, and service initiation.

• Work collaboratively with the General Manager to establish and achieve measurable growth objectives.

• Assist with the development and implementation of new programs and service offerings.

• Represent Mid-South Care Services professionally in community meetings, provider networks, and stakeholder relationships.

• Collaborate with the General Manager to develop, monitor, and manage program budgets.

• Monitor staffing utilization, authorized service hours, productivity, and operational expenses.

• Ensure services are delivered efficiently while maintaining quality and regulatory compliance.

• Review operational reports to identify trends, inefficiencies, and opportunities for improvement.

• Monitor service authorizations, documentation, and billing-related processes to minimize missed or unbillable services.

• Ensure appropriate oversight of personal funds belonging to persons supported, where applicable.

• Assist in maintaining sustainable program operations and established financial performance expectations.

• Ensure individuals receive services consistent with their assessed needs, preferences, choices, and established goals.

• Promote self-determination, community participation, independence, and meaningful personal outcomes.

• Oversee the implementation and monitoring of PCSPs, ISPs, and individualized service objectives.

• Maintain positive communication with individuals supported, their families, representatives, and interdisciplinary teams.

• Respond promptly to concerns involving service quality, health, safety, individual rights, or continuity of care.

• Ensure complaints and grievances are addressed fairly, professionally, and within required timeframes.

• Advocate for the rights, dignity, and well-being of all individuals receiving services.

• Provide leadership and direction during critical incidents, emergencies, and service-related crises.

• Ensure required incident reporting, notifications, follow-up, and corrective actions are completed within applicable timeframes.

• Participate in an after-hours on-call rotation and remain available for urgent operational matters as assigned.

• Ensure adequate emergency coverage and continuity of essential services.

• Identify recurring risks and implement preventive measures to improve individual safety and program quality.

The Program Director will be evaluated on measurable performance indicators, including:

• Minimum of five (5) years of supervisory or management experience, preferably within intellectual and developmental disability services, Medicaid-funded programs, home and community-based services, or a related healthcare or human services setting.

• Working knowledge of Tennessee's CHOICES, ECF CHOICES, DDA, Medicaid waiver programs, and HCBS regulations.

• Demonstrated experience supervising employees, coordinating services, and managing program operations.

• Knowledge of person-centered planning, individual rights, quality assurance, and regulatory compliance.

• Strong organizational, leadership, communication, and problem-solving skills.

• Ability to manage multiple priorities, meet deadlines, and maintain accountability across a geographically dispersed region.

• Proficiency with electronic documentation systems, Microsoft Office, and operational reporting.

• Valid driver's license, reliable transportation, and ability to travel throughout the assigned region.

• Ability to participate in an after-hours on-call rotation.

• Bachelor's degree in Healthcare Administration, Human Services, Social Work, Psychology, Business Administration, or a related field.

• Previous leadership experience with a Tennessee DDA or TennCare-contracted provider.

• Experience overseeing CLS Family Model Residential Services and community-based support programs.

• Experience with program development, referral management, and regional service expansion.

• Familiarity with electronic visit verification (EVV), quality management systems, and payer authorization requirements.

• Experience managing program budgets, productivity measures, and operational performance indicators.

Mid-South Care Services is seeking a Program Director who demonstrates:

• A strong sense of ownership and accountability.

• Initiative and the ability to identify and resolve problems independently.

• A commitment to high-quality services and regulatory compliance.

• Professionalism, integrity, and sound judgment.

• The ability to motivate, mentor, and hold employees accountable.

• A growth-oriented mindset and commitment to expanding access to services.

• Compassion, respect, and dedication to the individuals and families we serve.

Mid-South Care Services is an Equal Opportunity Employer. We are committed to maintaining a professional, inclusive, and respectful workplace and providing equal employment opportunities in accordance with applicable laws.