Call us at  808.937.5806
Established 2004

Resident Support Staff Manager

Now Hiring   Full Time
Adolescent/Young Adult Programs — Hilo, HI


Primary Purpose:

Supervise all aspects of the Resident Support Staff (RSS) team including: hiring/on-boarding, training, scheduling, feedback/disciplinary actions, policy upkeep, and appropriate record keeping.  Work in collaboration with other Department Managers, especially the Operations Managers, to support the safe supervision and transportation of program participants and employees.  

Essential Duties and Responsibilities: 

  • Assist in Hiring new RSS employees
    • Work with HR/Recruiting team to upkeep recruiting/hiring materials and information
    • Participate in interviews as directed
    • Facilitate on-boarding communication with new employees
    • Oversee training for new employees
  • Manage RSS schedule
    • Appropriately handle schedule to account for operational needs
    • Employee requests as appropriate 
    • Work toward creating the strongest teams possible
    • Fill in for “no shows” or scheduling gaps as needed
  • Work 1 overnight shift per month to gain perspective and directly supervise the RSS team and safety protocols of our various facilities, or as needed based on call outs / training needs
  • Create and facilitate/implement RSS training program
    • Hold monthly meeting(s) with entire team (2x/month for split meeting)
    • Create growth books and/or clearly outline growth expectations for employees
    • Support team members in upkeep of required trainings/certifications such as CPR/First Aid, NVCI/CPI, etc.  
  • Administrative duties
    • Upkeep all employee files
    • Facilitate employee reviews as needed/directed
    • Maintain accurate pay rates for team
    • Maintain accurate disciplinary records for employees
    • Ensure proper student record keeping is happening by team including student notes and incident report writing
  • Facilitate employee meetings, trouble-shoot employee grievances, support appropriate team work when needed above and beyond standard training/disciplinary action
  • Oversee facility maintenance with team as needed including some cleaning and laundry duties 
  • Learn and role-model Company mission
  • Work collaboratively and communicate often with Field Manager Team to support Program, specifically as it related to the safety and care of Pacific Quest students
    • Participate in weekly Field Manager meeting
  • Ensure implementation of relevant Safety/Emergency Watch systems
  • Maintain inventory of bunkhouse resources
  • Weekly Oracle creation
  • Practice professional communication at all times through all avenues (email, text, phone, etc)
  • Uphold and role model all Program policies and procedures and hold team to same standard

Additional Duties:

  • Interact professionally and appropriately with program participants at all times
  • Maintain appropriate and safe supervision of program participants at all times
  • Assist in the transportation of students when needed including arrivals and departures and the associated protocols
  • Assist set-up of emergency watches and protocols surrounding sleeping a student in the field when needed
  • Facilitate late night arrivals for new students and student inventories when possible/as needed


  • Completes tasks accurately and on-time
  • Follows policies, procedures and instructions
  • Treats others with respect and consideration
  • Maintains well organized systems, confidentiality and professional boundaries
  • Identifies and resolves problems in a timely manner
  • Takes initiative, anticipates program needs whenever possible
  • Able to manage frequent change, delays, unexpected events, and competing demands
  • Organized and attentive to detail
  • Good listening skills, and gets clarification where needed
  • Open to giving and receiving feedback 
  • Able to work with a team of professionals and the ability to work independently
  • Requires ability to be a team player, to form mutually respectful relationships with staff and students to grow professionally in meeting the challenges of this position

Required Skills/Qualifications:

  • Valid driver’s license and clean driving record
  • Ability to maintain CPI Nonviolent Crisis Intervention training (provided by Pacific Quest)
  • Must maintain current CPR (from a classroom training) and First Aid certification
  • Ability to pass a thorough background check and drug screen
  • Annual physical and TB testing required and must be kept current
  • Ability to drive manual vehicles 
  • Experience in supervision and able to work with students in crisis
  • Experience with crisis prevention
  • Computer skills including Google Documents, Gmail, Excel, and Best Notes
  • Understands and maintains all Pacific Quest policies including confidentiality, proper notification, and professional communication
  • Ability to work in a constant state of alertness and in a safe manner
  • Able to lean into challenges and give 100% while at work

Preferred Skills/Qualifications:

  • Must have a valid driver’s license and clean driving record
  • Must be 25 years or older

Work Hours:

  • Often Tuesday 2p-10p, Wed 7am – 3pm; Thurs-Sat 3 pm – 11 pm, with flexibility to adjust as needed, some overlap with the 12a-9a will be essential at times
  • One overnight shift per month (can be any of the three shifts available, but must vary month to month and must rotate locations)

Physical Demands:

With or without reasonable accommodation, the physical and mental requirements of this job may include the following: seeing, hearing, speaking, and writing clearly. Continuous use of  hands and arms, stooping, kneeling, crouching, frequent sitting, standing and walking, may be required for long periods of time and may involve climbing stairs, walking up inclines and on uneven terrain. Additional physical requirements may include, frequent lifting and or moving up to 50 pounds.

How to Apply

Please apply for this job using our online application system.


If necessary, you may also submit resume and cover letter along with the application documents to, fax to (855) 317-6304, or mail to Pacific Quest, PO Box 540, Naalehu, HI, 96772