⭐ Operator Duties Quick Reference Guide

This quick reference guide covers the four core functional areas involved in operating a recovery residence. Not sure where to begin with the VSL Knowledge Base? This is a good place to get started!

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⚙️ Operations Function

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Categories in the Operations function

1. 📋 Policies & Procedures
2. 💬 Communication
3. 🖥️ Software & Systems

4. 📄 Guest Intake

5. 👤 Community Support

6. 👨‍👦‍👦 House Mentorship

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📋 Policies & Procedures

Adhere to Chartered Operator, Home, and Facility Standards

The articles below contain VSL standards and expectations for all Chartered Operators, their Chartered Homes, and the facilities in which guests are served. Operator adherence to all of these policies and procedures is expected.

1. 📋 Chartered Operator Standards
2. 📋 Chartered Home Standards
3. 📋 Facility Standards
4. 📋 Establishing a New Chartered Home
5. 📋 Standard Maintenance Terms in Lease Agreements

Learn about the Chartered Operator & VSL Relationship

The relationship between a VSL Chartered Operator and Vanderburgh Sober Living is highlighted in the chart below. This chart also highlights the difference between VSL-Managed Homes and Independent  Homes.

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💬 Communication

Effective communication is the key to a successful sober living operations. It is essential to maintain clear, consistent, and responsive communication channels with various stakeholders, including House Mentors, guests, referral sources, community members, and VSL staff.

1. Email Communication: Review and respond to emails promptly, ideally within 24 hours. Ensure clarity and professionalism in all email correspondences. Regularly check and manage the inbox to stay updated with VSL communications and updates.

2. Telephone Communication: Answer calls promptly, or return missed calls as soon as possible. Address concerns and queries effectively during calls. Use telephone communication for urgent matters or when detailed discussions are necessary.

3. Microsoft Teams Chat (internal communication with VSL): Use Microsoft Teams for daily communications with VSL staff. Participate actively in scheduled meetings and discussions on Teams. Share updates, documents, and collaborate effectively using Teams' features.

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🖥️ Software & Systems

What software does VSL provide?

Chartered Operators are asked to use our software platform, promoting uniformity and efficiency across our network. Ensuring proper setup and usage of these tools is fundamental to the successful management of a VSL Chartered Home.

• Application Management: Software to manage incoming guest applications, ensuring a streamlined and organized process for prospective guests.
• Guest File Management: Maintain digital records of guest files for easy access and efficient management.
• Financial Records: Utilize accounting software to keep track of guest payment records and other financial aspects of the business.
• Electronic Payments: Implement electronic payment systems for ease of transaction and record-keeping.
• Document Management: Maintain a repository of files and template documents for consistent and professional documentation.
• Referral Source Database: Keep an updated database of referral sources, aiding in networking and outreach efforts.
• Task Management and Tracking: Software to track operations and long-term projects.

Software platforms we use every day:

• Use Buildium for guest payment records, accounting, epay management, etc.
• Use Teams for files and chat
• Use HubSpot for referral database and task management
• Use OneDrive for file storage and template documents

Make sure your devices are set up properly:

Make sure your devices are set up properly! Read more:

• 🖥️ Computer Setup
• 📱 Phone Setup. 

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📄 Guest Intake

it is important that all Chartered Operators meet intake standards. Chartered Operators are granted access to VSL's intake processing system, discussed in more detail elsewhere in this Knowledge Base. Chartered Operators can also opt in for Intake Services, available for an added fee. By selecting this service, VSL staff assume the responsibility of application review, phone screening, and comprehensive intake management on behalf of the Operator.

Your guest intake management responsibilities:

• Communication: Promptly answer phone calls and provide clear information about the home and its services to prospective guests.

• Screening: Conduct thorough and structured intake screenings for all potential guests to assess suitability and needs.

• Approvals: Make well-informed decisions regarding the approval of prospective guests, based on the screening outcomes and home's criteria.

• Coordination: Efficiently coordinate and schedule move-ins for approved prospective guests, ensuring a smooth transition into the home.

• Orientations: check paperwork, collect payments, etc. - Verify Guest Agreement has been properly filled out and signed.
• Immediately record move-ins in Buildium, including uploading all signed documents.

Working with VSL's Intake Team:

Chartered Operators are provided with intake support as a member of our community. Our dedicated team of Intake Coordinators support the VSL community. Each Operator is assigned an Intake Coordinator who is responsible for handling certain aspects of applicant screening and processing. Intake Coordinators are full-time trained VSL staff. Operators are asked to work with their assigned Intake Coordinator to ensure a seamless intake process, including updates relative to your home, referral sources, and feedback on incoming guests.

VSL's role for all Chartered Homes:

• Answering incoming telephone calls to the main number: (844) 762-3747
• Ensuring available beds are accurately documented in Buildium
• Processing applications received from our online form: reviewing each application and assigning it to the appropriate home or Chartered Operator

📞 VSL Intake Services (an additional fee applies)

Read more: 📄 Guest Applications & Intake

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👤 Community Support

It's important to actively engage the recovery community in the home: offering guidance, addressing concerns, and maintaining an organized and well-managed community. Regular interactions, effective administration of the home, and prompt attention to details are critical.

Your community support responsibilities:

• Regular Home Visits: Visit your home at least weekly to check in, support guests, monitor compliance, collect rent, and coach the House Mentor.
• House Mentor Support: Offer frequent check-ins, feedback, and support to House Mentors, ensuring they have the guidance needed to effectively manage daily operations. Read more: 👨‍👦‍👦 House Mentorship
• Address Concerns: Promptly address issues raised by House Mentors, VSL staff, grievances, or other feedback channels.
• Manage Finances: Address unpaid rent and arrange payment plans with guests in collaboration with your House Mentor.
• Supervise Departures: Oversee guest departures, particularly in cases of termination, usually in collaboration with your House Mentor. Read more: 👤 Guest Departure
• Maintain Guest Records: Keep guest files updated; add notes, promptly record move-ins and move-outs (within 24 hours), upload files, etc. Read more: 🖥️ Guest Files in Buildium

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👨‍👦‍👦 House Mentorship

The role of a House Mentor is pivotal in the successful operation of a sober living home. As a live-in leader, the House Mentor significantly influences the recovery community within the home, providing guidance, support, and positive reinforcement to guests. They are responsible for key activities such as leading weekly house meetings, overseeing drug screenings, assisting new guests with move-in, and maintaining a conducive environment for recovery. For Operators, effectively supporting and empowering House Mentors is vital in ensuring the smooth functioning and positive atmosphere of the home.

Your role in supporting your House Mentors:

• Frequent Check-Ins and Feedback: Conduct regular check-ins with the House Mentor to provide feedback, discuss challenges, and assess needs.
• Support and Encouragement: Offer continual support and encouragement, and coach the House Mentor to enhance their leadership and management skills. 
• Ensuring Compliance: Ensure that House Mentors comply with VSL Standards in their House Mentor Handbook.
• Recruiting New Mentors: When necessary, engage in the process of searching for and selecting new House Mentors. Interested applicants can apply using our House Mentor Application. Read more: 🔎 House Mentor Search & Evaluation
• Encouraging Mentor Candidates: Encourage suitable candidates within the community to apply for the House Mentor role.
• Conducting Mentor Training: Assist in training House Mentors to ensure they are well-prepared for their role. Read more: 🎓 House Mentor Training

VSL's role in supporting House Mentors

VSL offers comprehensive support to Operators in the aspect of House Mentorship. Our goal is to provide our Operators with the resources and support needed to effectively coach and manage House Mentors. This includes:

• House Mentor Handbook: Providing a detailed handbook that serves as a guide for House Mentors, outlining their roles, responsibilities, and best practices. 
• Recruitment and Evaluation: Assisting Operators in recruiting and evaluating candidates, ensuring the selection of individuals who are well-suited for the role.
• Training Assistance: Offering training resources and support to conduct effective House Mentor training, equipping them with the skills and knowledge to excel in their role.

Read more: 👨‍👦‍👦 House Mentorship

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📣 Outreach Function

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Categories in the Outreach function:

1. 📞 Referral Outreach
2. 🏟️ Community Engagement
3. 🌐 Digital Marketing

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📞 Referral Outreach

Building and maintaining strong referral relationships through community outreach is key to earning steady guest referrals and developing relationships with agencies which can support guests needs outside the home. Effective outreach not only helps keep the home's occupancy stable but also establishes the Operator as a valuable and proactive member of the wider recovery and support community.

Your role in community outreach:

• Maintain a Referral Database: Including agencies and individuals who can refer potential guests to the home. Read more: 🤝 Types of Referral Sources
• Build Relationships: Regularly assess and nurture existing referral relationships to ensure ongoing support and collaboration. 
• Develop Outreach Plans: Formulate strategies for outreach activities, considering both remote and in-person approaches.
  • 🔎 Area Surveys should be conducted when opening a new home, as well as periodically to ensure that we have a comprehensive network of quality referral relationships serving each home.
• Remote Outreach Activities: Engage in outreach via phone and email; ensure consistent and professional communication with referral sources. Read more: 📞 Remote Outreach
• Use Print Media: Prepare and distribute print materials that effectively communicate the home's services and success stories.
• In-Person Outreach: Conduct tours of the homes and present at referral source facilities to build personal connections and trust. Read more: 🧑‍🤝‍🧑 In-Person Outreach
• Identify New Referral Sources: Look for new referral sources to grow your referral base. Read more: 🗂️ Referral Database Management

VSL's role in community outreach support

We work to empower Operators to conduct impactful outreach activities, fostering a strong network of referral sources and community partnerships. Here's how we help:

• Referral Database Management: VSL maintains a comprehensive 🗂️ Referral Database of agencies and individuals who refer to sober living, ensuring Operators have access to a wide network of potential referral sources.
• Training and Guidance: VSL provides training, guidance, and support to Operators in managing referral source relationships, enhancing their outreach skills and strategies.
• Outreach Support: VSL offers resources and tools to assist Operators in their community outreach efforts, including templates for print media, advice on conducting effective tours, and strategies for developing and maintaining referral relationships.
• Provide 📰 Print Media and an order platform through VistaPrint for Operators to support their outreach efforts, including business cards, social media materials, fliers, tri-fold brochures, postcards, banners, and signage.

Read more: 📣 Outreach Function: Overview

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🏟️ Community Engagement

Community outreach and engagement events are opportunities to meet a large volume of potential referral sources at one time, making these events one of the most effective forms of community outreach.

Your role in community engagement:

• Research Community Events: Actively research and identify upcoming community events relevant to you. Read more: 🏟️ Community Engagement Events
• Attend Events: Participate in these events to spread awareness about the home, gather information, and establish connections with new potential referral sources.
• Host Events: Engage further by hosting your own event! Speak with a member of VSL's Marketing Team for some tips, tricks, and ideas for how to get started.

How VSL supports our members in community engagement:

VSL offers several forms of support to assist Operators in these endeavors. This support enables Chartered Operators to engage more effectively in community events, enhancing their outreach capabilities and contributing significantly to the growth and success of their sober living homes.

• Sharing Community Event Opportunities: VSL actively participates in outreach activities and keeps Operators informed about upcoming community events. This information allows Operators to plan their involvement and leverage these opportunities for networking and outreach.

• Sponsoring and Hosting Events: VSL often sponsors and hosts its own events, providing a platform for Operators to attend and engage with the community. These events are tailored to enhance the visibility of sober living homes and foster connections with potential referral sources and community members.

• Event Attendance Guides: Comprehensive guides that offer tips and strategies for effective participation in community events.
• Printed Marketing Materials: VSL provides high-quality printed materials that Operators can use to promote their homes at these events. These materials are designed to communicate the mission, services, and success stories of the homes effectively.
• Additional Support Items: Depending on the event and the needs of the Operators, VSL may also provide other relevant resources to aid in their outreach efforts.

Read more: 🏟️ Community Engagement Events

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🌐 Digital Marketing

In today's digitally-driven world, having a strong online presence is crucial for Operators of sober living homes. Digital marketing is an essential tool for reaching a wider audience, enhancing visibility, and attracting potential guests. It's important for Operators to understand and actively engage in various digital marketing strategies to effectively promote their homes and services.

Here are the best practices for digital marketing:

• Website Presence: Maintain a current and informative website for each home, ensuring it is user-friendly and accurately represents the services and ethos of the sober living home.
• Sober House Directory Presence: Keep a curated and updated presence on the Sober House Directory website, a vital platform for reaching potential guests.
• Social Media Platforms: Actively manage social media accounts, particularly Facebook, for each home. Regular posts and engagement can effectively communicate the home's activities, success stories, and community involvement.
• Google Business Listing: Create and maintain a Google Business listing for each home, ensuring accurate and up-to-date information is available for those searching online.
• Active Digital Marketing: Engage in broader digital marketing activities, which may include content creation, online advertising, and participation in online sober living forums or discussion groups.

What VSL does to support Operators in their digital marketing efforts:

We recognize the importance of digital marketing for the stability and success of recovery residences. To this end, VSL has an expert team dedicated to digital marketing, offering support to Operators in various ways:

• www.vanderburghhouse.com: Maintain and improve the primary VSL website

• www.soberhousedirectory.com: Promote VSL's national directory of sober living homes

• Maintain social media platforms, including one Facebook page for each home

• Maintain Google Business Pages for all homes
• Digital Marketing Strategy and Training: The team provides Operators with guidance and training on effective digital marketing strategies, helping them navigate the digital landscape confidently.
• Social Media Management Support: Assistance is offered in managing and optimizing social media platforms to ensure a strong and engaging online presence.
• Directory and Listing Optimization: The VSL team helps Operators maximize their visibility on key directories like the Sober House Directory and Google Business listings.
• Content Development: Operators receive support in creating relevant and engaging content that resonates with their target audience.

Read more: 🌐 Digital Marketing

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🧮 Administration Function

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Categories in the Administration function:

1. ➕ Revenue Management
2. ➖ Expense Management
3. 📦 Vendor Management
4. 📜 Business Management
5. ☑️ Certification & Compliance

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➕ Revenue Management (money in)

Revenue Management is a critical component of the administrative function: ensuring timely rent collection and maintaining accurate financial records.

An Operator's role in managing the revenue from their homes

• Cultivate a Rent Payment Culture: Work with the House Mentor to establish and maintain a culture of prompt rent payment among guests.
• Use the Accounting Systems: Ensure that the House Mentor has appropriate access to and training in using accounting systems.
• Record Rent Collection: Accurately record rent payments as they are received.
• Make Bank Deposits: Make regular bank deposits and record transactions in the accounting software.
• Monitor Payment Ledgers: Ensure all charges, payments, and credits are accurately recorded.
• Manage Electronic Payments: Oversee electronic payment accounts and services.
• Handle Unpaid Rent: Address issues related to unpaid rent promptly and efficiently.

How VSL supports operators in managing their revenue

• Accounting Software and Training: Provision of full accounting software tailored to the needs of sober living homes, along with training for Operators and House Mentors.
• Electronic Payment Management: Guidance and tools for managing electronic payment systems effectively.
• Seamless Financial Organization: VSL offers systems and procedures designed for seamless financial organization and management. 

Read more: ➕ Buildium: Revenue (money in)

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➖ Expense Management (money out)

Effective Expense Management is another crucial aspect of the administrative function. Operators need to track and control expenses to ensure the financial health of the home.

An Operator's role in expense management:

• Best Practices: Understand and implement best practices in expense management.
• Review and Record Bills: Regularly review bills and invoices, scanning them into the accounting system. Read more: Enter bills in Buildium
• Manage Recurring Bills: Efficiently manage and track recurring bills and expenses.
• Enter Bill Payments: Record all bill payments accurately in the accounting system.
• Manage Checks: Enter details of checks written for various purposes.
• Handle Guest Refunds: Process and manage guest refund requests in a timely manner.
• Coordinate Owner Draws: Effectively coordinate and record owner draws from the business.
• Maintain Bank Accounts: Accurately track all transaction activity into and out of your bank account and reconcile your account on a monthly basis.

How VSL helps Chartered Operators track and control expenses:

• Expense Management Training and Coaching: VSL offers training and coaching on effective expense management strategies.
• Support in Financial Tracking: Guidance on how to keep useful financial records, how to read and interpret financial reports, etc.
• Success Strategies: VSL provides insights and support in strategies to lower expenses and maintain healthy financial practices, crucial for the success of the business.

Read more: ➖ Buildium: Expenses (money out)

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📦 Vendor Management

Effective vendor management is essential for the smooth operation of a sober living home. Operators need to establish and maintain positive and professional relationships with various vendors, ensuring that all interactions are conducted efficiently and beneficially for the home. Proper management of vendors not only ensures high-quality services and products but also contributes to the overall stability and reliability of the home's operations.

The Operator's role in managing vendor relationships:

• Positive Interactions: Maintain professional and positive relationships with all vendors.
• Vendor Requirements: Ensure that vendors comply with basic requirements, including having appropriate insurance.
• Maintaining Accurate Records: Keep detailed records of all vendors, including EIN numbers for the issuance of 1099 forms.
• Performance Tracking: Maintain a database or system to track the performance and reliability of vendors.
• 👷 Maintenance Professional Management: Ensure that a reliable and skilled maintenance professional is in place.
• Securing a 👩‍💼 CPA or Tax Advisor: Engage a qualified CPA or Tax Advisor to manage the financial aspects of the business.

How we equip our Operators for success in managing vendors:

• Vendor Management System: VSL provides systems for tracking and managing vendor relationships effectively.
• 🧾 Vendor Requirements Recommendations: Guidance on the essential requirements and qualifications for vendors.
• Maintenance Professional Selection: Assistance in selecting and managing a maintenance professional.
• CPA and Tax Advisor Guidance: VSL offers an article and resources on what to look for in a CPA or Tax Advisor, aiding Operators in making informed decisions.

Read more: 📦 Vendor Management

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📜 Business Management

We strongly recommend establishing a formal business entity, such as an LLC or a corporation, for managing your business. This approach provides a structured and professional framework for managing the business aspects of the home.

What an Operator needs to do:

• Form a Business Entity: Establish a business entity, such as an LLC or corporation, in the state where the business operates.
• File Annual Reports: Ensure compliance with state regulations by filing annual reports.
• Annual Tax Filing: Maintain accurate financial records and file taxes annually. Read more: 🎉 End of Year Accounting
  

How we can help:

We want to ensure that our Operators are well-equipped to handle the business aspects of running a sober living home.

• Entity Establishment and Maintenance: Assistance in setting up the appropriate business entity and advice on maintaining it.
• Guidance on Business Structure: VSL offers advice and guidance on business entity structuring and best practices, helping Operators understand their options and make informed decisions.
• Resources and Support: Operators have access to resources and support from VSL to navigate the complexities of business management effectively. 

Read more: 📜 Business Entity Formation and Management

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☑️ Certification & Compliance

It's important to meet both legal and ethical standards in your operations. While certification is optional, we strongly encourage certification for all Chartered Operators.

The Operator's responsibilities relative to certification:

1. Obtain Necessary Certifications: Secure all required certifications to comply with local, state, and federal regulations.
2. Regular Compliance Training: Ensure that all staff undergo regular training to stay updated on compliance requirements.
3. Adherence to Standards: Maintain adherence to standards set by governing bodies relevant to your operations.

Lean on VSL for support and assistance with your certification:

VSL is committed to supporting our Operators through every step of compliance and certification.

• Certification Assistance: We help you understand and obtain the necessary certifications needed for your operation.
• Compliance Training Resources: Access to training materials and sessions to ensure your staff meets all regulatory requirements.
• Ongoing Support: Regular updates and support to help you maintain compliance as regulations change.

Read more: ☑️ NARR-Affiliate Certification

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🛠️ Facility Function

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Categories in the Facility function:

1. 🔎 Facility Inspections
2. 🛠️ Maintenance & Repair
3. ♻️ Efficiency & Sustainability

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🔎 Facility Inspections

The physical environment is a key aspect of the guests' daily experience, and its maintenance significantly impacts their comfort and safety. It is essential to understand the expectation for diligent follow-up and oversight to ensure that all tasks are completed effectively and efficiently.

The Operator's obligation to inspect their facilities:

• Monitoring Maintenance Needs: Regularly inspect the property and listen to feedback from guests and House Mentors to identify maintenance needs.
• Maintaining Facility Standards: Ensure that the home consistently meets VSL's Facility Standards.
• Preparing for Compliance Inspections: Be prepared for and facilitate facility compliance inspections, including annual and quarterly assessments.

VSL Support in Facility Management:

VSL provides a range of supports to assist Operators in facility management:

• Enforcing Facility Standards: VSL maintains and enforces a set of Facility Standards expected of all homes within the network.
• Training and Support: Offering training and support for maintenance and repair-related duties to ensure Operators are well-equipped to handle these tasks.

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🛠️ Maintenance & Repair

Operator responsibilities for facilities maintenance and repair:

• Conducting Necessary Repairs: Promptly address and perform necessary repairs to maintain the home's integrity.
• Troubleshooting and Problem Solving: When repair needs arise, attempt initial troubleshooting and problem-solving before escalating to third-party contractors.
• Securing the Building: Maintain security measures to prevent unauthorized access, including changing codes on keypad locks after guest departures.

How we support our Operators' maintenance and repair duties

VSL aims to empower Operators to effectively manage their facilities, ensuring a safe, comfortable, and well-maintained living environment for all guests.

• Vendor Database Maintenance: Providing access to a database of preferred vendors for various maintenance and repair services.
• Providing Forms and Templates: Supplying necessary forms and template documents relating to repairs and maintenance, streamlining the administrative aspects of facility management.
• Recommendations for Maintenance Professionals: Advising on the selection and management of maintenance professionals to ensure high-quality and reliable maintenance work.

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♻️ Efficiency & Sustainability

TBD

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