Director of Operations and Administration - Dorchester Shelter

At Phoenix House, change is something we embrace every day as part of our values to deliver exceptional care. Phoenix House provides individualized, holistic drug and alcohol addiction treatment, with a legacy spanning nearly 50 years. We are passionate about healing individuals, families and communities challenged by substance use disorders and related mental health conditions.

Phoenix House supports the mission through a holistic approach that focuses on the distinct mental, physical, and social needs of every person; innovation of best-in-class and evidence-based prevention, treatment, and recovery programs; and, the promotion of greater understanding of addiction. Our devoted staff are committed to treating the whole person-and come from all fields.

We operate personalized, strength-based, gender-responsive programs while living the values and being accountable for our commitments. Being introspective and becoming part of the solution is integral to every interaction and person we touch. As 'One Phoenix House' we believe in having fun along the way - embracing 'progress not perfection' as our journey continues.


The Director of Administration and Operations, along with the Assistant Director, is an active member of the Leadership Team. This professional is responsible for providing leadership to and oversight of the daily activities of the Dorchester Shelter Campus. The Director of Administration and Operations is accountable for:
- the day-day operations for housing and placement and fiscal responsibility of the facilities
- providing administrative leadership and support to the site's Assistant Director, Systems Navigator, Care & House Coordinators, Access/Intake/Billing, and Recovery Support staff
- ensuring uniform implementation and execution of Phoenix House policies, procedures and protocols
- actively assisting the Phoenix House Executive Leadership Team with the administration of Phoenix House New England's strategic plans and goals.


Administration and Operations:

- to clearly communicate and continuously support Phoenix House's Mission, Vision and Values.
- to design, with support from other members of the team, effective staffing models that adequately support the facilities' operations in a cost-effective manner; actively works to minimize unnecessary overtime pay.
- to ensure new hire/on-boarding is compliant as well as provides an exemplary new hire experience.
- to maintain all documents in compliance with policies, regulations, and contracts governing program administration, personnel and care management records.
- to maintain working relationships with agencies, resources and/or families to coordinate housing services for client care including providing information on substance use and mental health disorder treatment resources and services; and make necessary referral.
- to maintain DATIS Self-Service files and oversee compliance of E-Learning requirements.
- to project a professional image at work and within the community.
- to conduct and monitor staff, safety and quality improvement meetings with support of the team.
- for achieving facility access/intake/billing goals. Oversees and manages all of facilities' access/intake/billing procedures and staff. Actively works to develop/streamline procedures and protocols that work to increase both client access and revenue.
- for revenue cycle optimization, management and compliance at the facility level.
- for effectively managing assigned staff in a manner consistent with Phoenix House's policies and values. Maintains effective feedback mechanisms with staff in order to enhance work processes and promote employee knowledge and understanding.
- for evaluating the job performance of direct reports and providing feedback through Introductory Period Performance Reviews and Annual Performance Reviews. Director of Administration and Operations is ultimately responsible, in support of the VP of Human Resources, for the fidelity of this process for all facility employees.
- for ensuring the monthly master staff schedules are developed, distributed and managed appropriately.
- for ensuring program compliance with all BSAS, DCHD and local, state and federal regulations, contracts and licensing requirements.
- for ensuring that the position control grid and all Personnel Action Forms are updated as needed through effective management within the DATIS system.
- for ensuring that credentialing records of all staff remain current.
- for ensuring that sufficient and appropriate levels of inventory of office and medical supplies are on-hand at all times; compares and contrasts vendor pricing to ensure that purchasing is cost effective; actively seeks out opportunities to lower costs.
- for scheduling staff trainings.
- for overseeing time-keeping and payroll activities for facility, including employee tardiness & attendance records. Monitor overtime pay and develops strategies to reduce or minimize.
- collection, maintenance and review of data pertinent to program performance/Quality, (i.e., Client-In-Care Satisfaction surveys, PDMR and monthly program reports).
- fulfilling the role of Health and Safety Officer for the Dorchester Shelter program campus.
- maintaining the Health and Safety calendar and communicate compliance requirements.
- Other duties as the position may require. This is not intended to be a complete list of all duties and expectations.

Vice President: Collaboration regarding
- work with the Regional Facilities Director and VP of Risk Management to ensure that facility maintenance, including preventative maintenance, and routine cleaning occurs.
- support of the VP of Risk Management with the fidelity/compliance of PHNE Incident Reporting policies and procedures.
- work to establish, maintain and lead an effective facility-specific Performance Improvement Group, (I.e., "Facility Improvement Team"); In support of the VP of Continuous Quality Improvement, promotes and supports the participation of staff in applying the principles of performance improvement/continuous quality improvement to refine existing processes and enhance the effective utilization of resources (both personnel and materials).
- composition and generation of communications at the request of the facility Vice President.
- assist facility Vice President with the preparation of meeting, case conference, training or other events to ensure she/he has the appropriate documents, presentations, travel plans, etc


? Demonstrates compassion, empathy and respect for clients and staff in all interactions.
? Maintains objectivity and appropriate boundaries toward patients and staff through thoughtful decision-making, based upon accurate information.
? Serves as a role model through positive, appropriate conduct, attire and participation in special agency events. Projects a positive and professional image to the public.
? Demonstrates patience and consideration in all dealings.
? Promote self-help concepts and encourage clients to solve their own problems while encouraging clients to use
each other for support.
? Ensures employee and client confidentiality regarding all information and records in accordance with local, state and federal statutes.
? This position may require periodic travel to other sites within the region.
? Ability to promote and demonstrate "Every Time Behaviors" Teamwork model.
? Ability to promote and demonstrate Phoenix House's ICARE4 core values (Integrity, Collaboration, Accountability, Respect, Excellence, Forward Thinking) through work ethic, compliance, and attitude:
- Trustworthiness
- Morale
- Willingness to Help
- Optimism
- Knowledge


To perform this position successfully, you must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities. The requirements listed below are representative of the knowledge, skill and/or ability required.

? Extensive knowledge of the daily operations of a not for profit shelter/housing facility.
? Ability to apply personnel policies and procedures as well as knowledge of accepted supervisory/management techniques.
? Ability to prioritize conflicting demands/expectations as well as to multi-task effectively for sustained periods of time.
? Knowledge of financial management, accounting, finance and business applications.
? Ability to plan and manage the utilization of resources; and some knowledge of facility maintenance and upkeep.
? Knowledge of Continuous Quality Improvement process and Performance Improvement program design and implementation.
? Skill in performing and/or managing tasks and/or people to ensure program and policy administration.
? Proficiency in operating software programs to type documents, manage databases, presentations and create spreadsheets.
? Ability to apply organizational and time management to meet competing deadlines.
? Skill in representing the organization internally and externally.
? Ability to maintain appropriate boundaries with staff and clients.
? Knowledge of rules/regulations and ability to comply with all state and federal regulations, including confidentiality (HIPAA and Employee Records and all other confidential materials).
? Ability to collaborate and build successful relationships with others to ensure objectives and goals are met.
? Ability to apply organizational management skills and maintain self-discipline.
? Communication skills both written and verbal as well as the understanding of the principals of communication in multiple directions, vertically, horizontally and laterally.
? Problem solving skills with a "solution oriented" mind-set.
? The ability to be forthcoming with information and/or personal challenges to ensure the facility Vice President has an accurate awareness of any issues that may impact him/her or his/her program as well as his/her staff or other members of Phoenix House.
? Accountable and Dependable.

Associate Degree; preferred in Office Administration and/or Business from an accredited institution or equivalent combination of knowledge and experience; Master's Degree highly desired.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

REGULARLY REQUIRED: to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms, and talk or hear.

OCCASIONALLY REQUIRED: to stand, walk, stoop, kneel or crouch and lift and/or move up to 10 pounds


The work environment characteristics described here are representative of those an employee encounters while performing the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

The work environment is that of a substance abuse treatment milieu which may include:
? Exposure to clients infected with Hepatitis B, HIV, TB, or other Infectious Diseases
? Exposure to clients with co-occurring mental health and substance use issues.
? Business-related travel may be required

Monday - Friday, may require nights, weekends, and holidays as needed and the ability to be available by telephone as needed.

Phoenix House requires background checks, drug testing, TB testing, verification of employment history, reference checks and possibly a medical exam, prior to employment.

Phoenix House is an Equal Opportunity Employer providing equality of opportunity to all who are protected against discrimination by law, regulation or executive order, including veterans and individuals with disabilities. EEO is the Law: Applicants and employees are protected under Federal law from discrimination. Click to learn more.

Job ID: 132
Job Location: Dorchester, MA