Job Description
Job DescriptionShift Manager
Job Group: Residential Care
Status: Non-Exempt
Supervises: Yes
Reports To: Residential Program Director
Purpose
The Shift Manager ensures consistency, safety, and high-quality residential programming across assigned shifts. This role provides operational leadership, supports staff performance, and maintains therapeutic alignment throughout the home. As a key culture-setter, the Shift Manager helps uphold The Heritage Community's mission of providing trauma-informed, relationship-centered care for every student.
Key ResponsibilitiesRelationship-Based Care
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Build supportive, professional relationships with students using trauma-informed practices.
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Implement treatment plans and behavior strategies as directed by clinical and residential teams.
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Supervise students during routines, transitions, activities, and high-risk environments to ensure safety and structure.
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Provide crisis intervention, de-escalation, and physical safety holds when trained and appropriate.
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Model emotional regulation, conflict resolution, and accountability.
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Maintain safe, clean, and structured environments across assigned units.
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Complete accurate, timely documentation (shift reports, incidents, logs).
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Communicate clearly with staff, departments, and treatment teams.
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Participate in required trainings and maintain all certifications.
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Support onboarding and mentoring of new staff.
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Step into additional responsibilities as needed ("Next Person Up").
Leadership & Oversight
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Lead regulation coverage, safety operations, and campus supervision during assigned shifts.
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Supervise and develop coaches.
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Serve as primary decision-maker during the shift; escalate concerns when needed.
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Ensure smooth communication and handoffs across shifts.
Program Execution & Clinical Alignment
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Ensure accurate application of student behavior strategies across campus.
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Collaborate with Clinical, Residential, Academic, and Nursing teams to maintain therapeutic consistency.
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Participate in Treatment Team meetings or case reviews when requested.
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Track behavior trends and provide feedback to support data-informed interventions.
Staff Development & Performance Management
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Coach and mentor staff through regular feedback and observation.
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Support onboarding of new team members and ensure consistent adherence to campus protocols.
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Collaborate with HR and leadership to address performance issues.
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Model professionalism, emotional steadiness, and mission-driven leadership.
Operations & Compliance
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Oversee shift operations, including staffing, transport coordination, documentation, and safety.
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Audit documentation and address gaps.
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Conduct facility checks and report maintenance or safety concerns.
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Ensure compliance with licensing, safety standards, and program expectations.
Student Engagement & Safety
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Maintain a physically and emotionally safe campus environment.
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Lead or support crisis responses and ensure thorough follow-up.
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Encourage positive engagement through structured programming and supportive interactions.
Strategic & Cultural Leadership
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Represent shift leadership in meetings or cross-campus initiatives.
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Identify and share trends, risks, and opportunities for improvement.
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Promote The Heritage Community's mission, values, and trauma-informed philosophy.
QualificationsEducation & Certification
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Bachelor's degree in psychology, social work, education, or related field preferred.
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Must maintain CPR/First Aid and NCI certification.
Experience
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Minimum 2 years in a residential treatment or similar therapeutic setting.
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At least 1 year in a leadership or supervisory role.
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Experience with crisis intervention and trauma-informed care required.
Skills
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Strong leadership, coaching, and team-building abilities.
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Emotionally steady during crises; able to lead de-escalation efforts.
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Effective communicator with strong organizational skills.
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Able to maintain professional boundaries and model therapeutic consistency.
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Dependable, solution-focused, and able to manage multiple priorities.
Other Requirements
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Must be at least 20 years old.
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Must meet all Heritage pre-employment requirements.
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Physical ability to perform safety holds, respond to crises, and participate in physical activities (hiking, recreation, etc.).
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Valid driver's license.
Physical Requirements
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Frequent walking and standing, including over uneven terrain.
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Ability to maintain sight-and-sound supervision at all times.
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Ability to run short distances in emergencies.
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Lift and move up to 50 pounds.
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Participate in safety holds when trained and required.
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Work indoors and outdoors in varied weather conditions.
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Sustain emotional and physical resilience while supporting students in crisis.
Work Environment
A highly active residential setting involving classrooms, homes, outdoor spaces, and high-adventure activities. Staff regularly interact with students experiencing acute mental health needs and must maintain composure, clarity, and therapeutic boundaries. Physical and emotional stamina are essential.
Supervisory Responsibilities
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Supervise, coach, and support assigned team members.
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Participate in hiring, onboarding, scheduling, and performance management.
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Ensure staff follow policies, procedures, and therapeutic guidelines.
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Foster a supportive, mission-driven, and accountable team culture.
This summary highlights key responsibilities but is not all-inclusive. Additional duties may be assigned to support program needs.
We are committed to providing a safe and secure work environment for all employees. As a result, all new hires are required to successfully complete a background check, which may include verification of employment history, education, and criminal records.