CCS Operations Manager

Position Summary

The Operations Manager is responsible for coordinating and supporting the day-to-day administrative and operational functions of Cornerstone Community Services (CCS). The position works closely with the Executive Director and program leadership to ensure organizational systems, processes, documentation, data, contracts, and administrative functions operate efficiently and support high-quality service delivery.

The Operations Manager provides operational support across CCS programs and initiatives. Healthy Families Indiana, as a major CCS service contract, will be a primary area of responsibility. The Operations Manager will support Healthy Families Indiana operations including referral and enrollment tracking, data systems, documentation and compliance monitoring, reporting, service and billing reconciliation, performance tracking, and administrative coordination.

As CCS grows and develops additional programs, contracts, grants, and community initiatives, the Operations Manager will help establish and maintain scalable organizational systems that support effective operations, accountability, regulatory and contractual compliance, and organizational growth.

Essential Duties and Responsibilities

Organizational Operations

· Coordinate day-to-day administrative and operational functions across Cornerstone Community Services.

· Develop, implement, and maintain efficient operational processes and workflows.

· Work closely with the Executive Director to identify operational priorities and ensure timely follow-through.

· Support program leaders in implementing organizational policies, procedures, systems, and administrative requirements.

· Identify operational barriers, inefficiencies, and risks and recommend solutions.

· Establish systems that support organizational growth and the implementation of new contracts, grants, and programs.

· Coordinate operational activities across programs to promote consistency and avoid duplication of administrative processes.

· Maintain organizational calendars, deadlines, reporting schedules, and other systems necessary to ensure timely completion of required activities.

· Assist with implementation and monitoring of internal controls and administrative processes.

· Coordinate with Cornerstone Support Services and other organizational partners when shared infrastructure, administrative support, or resources are utilized by CCS.

· Perform special projects and other operational responsibilities as assigned by the Executive Director.

Healthy Families Indiana Operations

· Serve as a primary administrative and operational resource for the Healthy Families Indiana program.

· Work collaboratively with the Healthy Families Indiana Program Director and Supervisors to support effective program operations.

· Maintain systems for tracking referrals from receipt through family contact, assessment, enrollment, assignment, and ongoing services.

· Monitor referral status and identify referrals requiring follow-up.

· Support processes for assignment of referrals and enrolled families to appropriate program staff.

· Monitor program capacity and provide leadership with accurate information regarding referrals, enrollment, caseloads, and available service capacity.

· Support tracking of FROG assessments, home-visiting services, screenings, required activities, and other program deliverables.

· Assist in identifying operational barriers affecting timely service initiation, family assignment, documentation, or billing.

· Support preparation for HFA accreditation activities, DCS monitoring, program reviews, audits, and other oversight activities.

· Maintain administrative systems necessary to demonstrate compliance with Healthy Families Indiana contractual and HFA program requirements.

· Coordinate operational follow-up on identified deficiencies, corrective actions, and improvement activities.

· Support implementation of new HFI requirements, processes, and system changes.

The HFA materials place responsibility for program data, record review, quality assurance, performance monitoring, and other administrative functions within the program's management structure. The Operations Manager will support those functions while clinical/programmatic supervision and HFA practice oversight remain with the Program Director and Healthy Families Supervisors.

Data Management and Reporting

· Support accurate and timely entry, maintenance, and reconciliation of information in required organizational and program data systems.

· Develop and maintain internal tracking systems, dashboards, spreadsheets, and reports necessary for effective program and organizational management.

· Monitor data completeness, accuracy, and timeliness and identify discrepancies requiring correction.

· Work with program staff and supervisors to resolve missing, incomplete, or inconsistent information.

· Compile information required for internal reports, contract reports, grant reports, board reporting, and leadership review.

· Track organizational and program key performance indicators and assist leadership in identifying trends and areas requiring attention.

· Maintain appropriate records supporting reported outcomes and performance measures.

· Assist with data preparation for quality assurance, continuous quality improvement, monitoring, accreditation, and audit activities.

· Maintain confidentiality and appropriate access to organizational and participant information.

Billing and Financial Operations Support

· Coordinate with program leadership and financial personnel to support accurate and timely billing and revenue reconciliation.

· Track completed services and other billable activities against documentation and billing records.

· Identify discrepancies between services delivered, services documented, and services billed and facilitate timely resolution.

· Monitor service volume and revenue-related operational indicators and provide regular information to leadership.

· Assist with tracking grant and contract expenditures, program expenses, purchasing, and budget-related information as assigned.

· Maintain supporting documentation required for contract, grant, or program expenditures.

· Assist with preparation of information needed for financial reporting, audits, contract monitoring, and grant reporting.

· Support organizational purchasing and procurement processes in accordance with CCS policies.

· Maintain appropriate separation of operational, programmatic, and financial responsibilities and internal controls.

Contract and Compliance Administration

· Maintain organized records of CCS contracts, grants, agreements, reporting requirements, deliverables, and deadlines.

· Develop and maintain compliance calendars and tracking systems.

· Monitor upcoming reports, renewals, submissions, training requirements, and other contractual deadlines.

· Assist program leadership in compiling documentation necessary to demonstrate compliance.

· Coordinate requested records and documentation for monitoring reviews, audits, accreditation activities, and funder reviews.

· Maintain current versions of operational forms, procedures, templates, and administrative resources.

· Assist leadership with tracking policy and procedure review and implementation.

· Support corrective action and quality-improvement processes when operational deficiencies are identified.

· Promptly communicate potential compliance concerns, missed deadlines, data issues, or operational risks to appropriate leadership.

Human Resources and Workforce Operations Support

· Coordinate with leadership and designated human resources support regarding recruitment, onboarding, personnel documentation, and workforce processes.

· Support recruitment activities for CCS programs, including posting coordination, applicant tracking, interview scheduling, and onboarding logistics as assigned.

· Coordinate onboarding activities to ensure new employees have necessary equipment, system access, orientation materials, training schedules, and program resources.

· Maintain systems for tracking required employee credentials, training, background checks, and other workforce requirements as appropriate.

· Monitor upcoming training and credential deadlines and communicate needs to employees and supervisors.

· Assist with staff scheduling, coverage, and other workforce coordination as assigned.

· Maintain confidentiality of personnel information and ensure records are handled in accordance with organizational requirements.

Technology, Facilities, and Administrative Resources

· Coordinate operational needs related to technology, equipment, telecommunications, supplies, and office resources.

· Assist with establishment of system access and equipment for new employees.

· Coordinate with vendors and service providers as assigned.

· Track organizational equipment and other assets.

· Assist with facility and workspace needs for CCS programs.

· Coordinate ordering and distribution of program and office supplies.

· Identify technology or resource needs affecting staff productivity and service delivery and communicate recommendations to leadership.

Community and Organizational Support

· Support planning and coordination of CCS community initiatives, outreach activities, meetings, and organizational events.

· Assist with administrative aspects of new partnerships, contracts, grants, and program launches.

· Maintain professional relationships with vendors, community partners, funding sources, and other stakeholders.

· Represent Cornerstone Community Services professionally in interactions with external organizations.

· Support preparation of materials and information for organizational leadership and the CCS Board of Directors as requested.

· Attend board meetings as requested for reporting and record keeping purposes.

· Assist the Executive Director with organizational projects and priorities that support CCS's mission and continued development.

Performance Expectations

The Operations Manager is accountable for:

· Efficient and reliable day-to-day organizational operations.

· Effective operational support of Healthy Families Indiana and other CCS programs.

· Accurate tracking of referrals, enrollment, service activity, and program capacity.

· Timely and accurate organizational and program reporting.

· Accurate and reliable data-management systems.

· Timely identification and resolution of data and operational discrepancies.

· Effective tracking of contracts, grants, deliverables, and deadlines.

· Support of accurate service-to-billing reconciliation.

· Effective coordination of employee onboarding and administrative processes.

· Readiness for monitoring, accreditation, audit, and compliance reviews.

· Development of operational systems that can accommodate organizational growth.

· Timely communication of operational risks and concerns to leadership.

· Professional and collaborative relationships with staff, leadership, partners, vendors, and funders.

Education and Experience

Required

· Bachelor's degree in business administration, nonprofit management, human services, healthcare administration, public administration, or a related field; or

an equivalent combination of education and progressively responsible experience in operations, program administration, human services, healthcare, nonprofit management, or a related environment.

· Experience coordinating multiple administrative or operational functions.

· Experience managing data, tracking systems, reports, or performance information.

· Demonstrated ability to organize complex work, manage competing priorities, and meet deadlines.

· Strong written and verbal communication skills.

· Strong technology skills, including proficiency with Microsoft Office applications and the ability to learn specialized electronic systems.

· Ability to handle confidential and sensitive information appropriately.

Preferred

· Experience supporting contracted operations.

· Understanding of Indiana DCS programs or contracts.

· Experience with program data systems and electronic client records.

· Experience with billing reconciliation, contract reporting, compliance monitoring, or quality assurance.

· Experience supporting organizational growth or implementation of new programs.

Knowledge, Skills, and Abilities

The position requires the ability to:

· See both the details of day-to-day operations and the larger organizational picture.

· Develop practical systems and processes that improve efficiency and accountability.

· Manage multiple programs, priorities, deadlines, and information streams simultaneously.

· Analyze data and recognize discrepancies, trends, and operational concerns.

· Maintain highly organized records and tracking systems.

· Communicate effectively with executive leadership, program staff, external partners, and vendors.

· Exercise sound judgment and appropriately escalate concerns.

· Maintain confidentiality and handle sensitive information appropriately.

· Work independently while collaborating effectively with program and organizational leadership.

· Adapt systems and processes as CCS grows and organizational needs change.

· Learn contractual, regulatory, accreditation, and program requirements sufficiently to support operational compliance.

· Distinguish administrative and operational responsibilities from clinical and programmatic decision-making.

Training Requirements

The Operations Manager must successfully complete all organizational, program-specific, contractual, and regulatory training required for the responsibilities assigned to the position.

Because Healthy Families Indiana will be a primary responsibility, the Operations Manager will complete appropriate HFA/HFI orientation and training necessary to understand program operations, documentation, data, confidentiality, referral, service, and compliance requirements.

The Operations Manager is expected to maintain knowledge of CCS programs, contracts, operational requirements, data systems, policies, and procedures relevant to assigned responsibilities.

Working Conditions and Physical Requirements

· Work is performed primarily in office and virtual environments, with travel to CCS program locations and community settings as needed.

· Regular use of computers, electronic systems, telecommunications equipment, and standard office equipment is required.

· Occasional travel throughout CCS service areas may be required.

· Some flexibility in scheduling may be required to support program launches, monitoring activities, organizational events, or other operational needs.

· Must be able to perform the essential functions of the position with or without reasonable accommodation.

Additional Requirements

· Must meet all Cornerstone Community Services employment and background-screening requirements applicable to the position.

· Must maintain a valid driver's license, reliable transportation, and automobile insurance when driving is required for job duties.

· Must maintain confidentiality in accordance with applicable federal and state laws, contractual requirements, and Cornerstone policies.

· Must comply with applicable health, safety, ethical, contractual, and professional standards.

Equal Employment Opportunity / Reasonable Accommodation

Cornerstone Community Services provides equal employment opportunities in accordance with applicable law. Reasonable accommodations will be provided to qualified individuals with disabilities to enable performance of the essential functions of the position, unless doing so would impose an undue hardship.