Manager of Clinical Operations - Residential
at Heartland Alliance

Date Posted: 11/13/2019

Job Description

Summary:  The Manager of Clinical Operations is responsible for functional and operational oversight and clinical services for Community Specialty Services inclusive of clinical supervision and service delivery management, quality management and program development/grant management.  Individual accountabilities and work volume will be established through the development of annual Success Objectives, within the framework outlined below.

Essential Duties and Responsibilities:

  • Provides clinical oversight in accordance with HHO core competencies and guidance for HHO operations, including, but not limited to, participant/case/project assignments, staff employment transactions, implementation of policies and procedures, staff training, etc.
  • Supervises and prepares performance evaluations for assigned staff.
  • In collaboration with Business Operations managers and ESWD, approves hiring, discipline, promotion, termination and other relevant employment transactions, within defined parameters.
  • In collaboration with HHO managers, ensures organization and specific policies/procedures for general operations and service delivery.  (E.g. personnel, financial, participant eligibility, Standards of Professional Conduct, Ethics, HIPAA etc.)
  • Develops the service plan(s) and service delivery model(s), in conjunction with higher level Manager(s).
  • In collaboration with HHO managers, ensures a quality assurance/audit system for program delivery, in conjunction with HHO Quality Improvement Plan, and periodically makes appropriate tests of the system.
  • Develops and maintains professional relationships with appropriate groups/organizations, etc., as approved by higher level Manager(s).
  • Remains current in the field of service provided by HHO through self-initiated avenues, as approved by higher level Manager(s).
  • Provides training to assigned staff in all facets of the position and ensures documentation is completed in a thorough, accurate and timely fashion.
  • Participates in Management Team meetings and acts as Chairperson as scheduled.
  • Conducts internal and external training, as requested.
  • Initiates requests for supervision and interim evaluation/goal setting.
  • Develops long-range plans, periodic assessment reports, success objectives and other significant strategies and/or systems.
  • Ensures the accuracy, substance and timeliness of reports, projects, schedules and other relevant work products.
  • In conjunction with the HHO managers, designs new programs, implements and evaluates new programs in regards to clinical services according to professional standards of practice and HHO core competencies.
  • Ensures compliance of program with the standards of the Organization, subsidiary organization, the Medicaid Rehabilitation Option (MRO), Division of Mental Health (DMH), Division of Alcohol and Substance Abuse (DASA), Medicaid and the Rehabilitation Accreditation Commission (CARF).
  • Adheres to professional standards as outlined by governmental bodies, American Psychological Association (APA), National Association of Social Workers (NASW), Illinois Alcohol and Addictions Certification Board (IAACB), and private funding sources.  Assists in the development of Organization plans/policies related to professional standards.  Provides periodic evaluative reviews and/or in-house and external staff training to ensure that staff understand and continue to adhere to such standards.  Initiates requests for assistance or guidance from Supervisor to address new issues or complex concepts affecting adherence to professional standards.
  • Other duties as assigned.

Qualifications:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Education and/or Experience:  Must have one of the following:
    • High School Diploma or GED and 12 years of experience
    • Associate’s Degree (or equivalent) and 10 years of experience
    • Bachelor’s degree in social work/psychology/related human service field and 8 years of experience
    • Master's degree in social work/psychology/related human service field and four years of experience

Additional Experience Required: Experience in clinical supervision, direct clinical service, program planning and development, quality improvement, and management of social service delivery systems required.

  • License/Certifications: License eligible or current clinical license preferred (Licensed Clinical Social Worker or Licensed Clinical Psychologist). Some positions, due to funding requirements, require Master’s degree and license eligible or current clinical license.

Competencies:  To perform the job successfully, an individual should demonstrate the following competencies.

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
  • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to talk and hear. 
  • The employee is frequently required to use hands to key, handle, or feel and reach with hands and arms. 
  • The employee is regularly required to sit, stand and walk. 
  • The employee must occasionally lift and/or move up to 10 pounds.
  • Specific vision abilities required by this job include close vision and ability to adjust focus.

Heartland Alliance makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.

Job Snapshot

  • Employee Type: Full-Time
  • Location: Chicago, IL
  • Job Type: Management
  • Experience: Not Specified
  • Date Posted: 11/13/2019

About Us

It’s more than a job, it’s a purpose.


Heartland Alliance—the leading anti-poverty organization in the Midwest— believes that all of us deserve the opportunity to improve our lives. Each year, we help ensure this opportunity for nearly one million people around the world who are homeless, living in poverty, or seeking safety. Our multicultural staff are passionate about our mission and make Heartland Alliance a dynamic and exciting place to develop your career.


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