Manager of Residential Support Services for Youth and Adults

Manager of Residential Support Services for Youth and Adults

Position Summary

The Manager of Residential Support Services for Youth and Adults is responsible for the overall operation, supervision, and quality assurance of residential programs supporting youth and adults with diverse and complex support needs.

This role oversees staffing, program delivery, regulatory compliance, financial management, and resident-centred services to ensure safe, inclusive, and high-quality care environments.

The Manager works collaboratively with staff, families, community partners, and senior leadership to promote the health, safety, independence, and well-being of individuals receiving support services.

Key Responsibilities

Leadership and Staff Management

• Provide leadership, supervision, and performance management to residential house leads and direct support staff.
• Ensure staff comply with organisational policies, procedures, and professional standards.
• Coordinate and maintain appropriate staffing coverage across multiple residential locations.
• Support recruitment, onboarding, orientation, and employee retention in collaboration with Human Resources.
• Ensure staff complete all mandatory training, certifications, and professional development requirements.
• Foster a positive, respectful, and collaborative team environment.

Program and Service Delivery

• Oversee the delivery of person-centred residential supports for youth and adults.
• Ensure programs and activities meet residents’ physical, emotional, social, recreational, and developmental needs.
• Monitor and evaluate service quality, resident outcomes, and staff performance.
• Respond to incidents, emergencies, crises, and resident concerns in a timely and professional manner.
• Provide on-call support and direct coverage as required.

Compliance, Health and Safety

• Ensure all homes comply with applicable legislation, licensing standards, and organisational policies.
• Monitor health and safety practices, risk management procedures, and emergency preparedness plans.
• Maintain accurate and confidential resident, staff, and program records.
• Ensure compliance with privacy, confidentiality, and documentation standards.

Financial and Administrative Management

• Manage program budgets, expenditures, and resource allocation across residential services.
• Monitor staffing levels, overtime, and operational costs.
• Prepare reports, statistics, and documentation for senior management and regulatory bodies.
• Support strategic planning and program development initiatives.

Community and Stakeholder Relations

• Build and maintain positive relationships with families, guardians, healthcare professionals, community agencies, and external stakeholders.
• Collaborate with community partners to support integrated and high-quality services.
• Promote the rights, dignity, and inclusion of individuals receiving support services.

Qualifications

• Diploma or degree in Social Work, Human Services, Psychology, Child and Youth Care, or a related field, or equivalent relevant experience.
• Minimum of 2 to 5 years of supervisory and/or frontline experience in residential, youth, adult, or community support services.
• Strong knowledge of residential care standards, health and safety regulations, and person-centred support practices.
• Excellent leadership, communication, conflict resolution, and organisational skills.
• Experience with budgeting, scheduling, and staff development.
• Ability to work flexible hours and participate in an on-call rotation.
• Valid driver’s licence and reliable transportation required.

Core Competencies

• Leadership and team development
• Crisis intervention and problem-solving
• Organisational and time-management skills
• Compassion and professionalism
• Communication and interpersonal effectiveness
• Decision-making and accountability
• Knowledge of trauma-informed and person-centred care practices