Summary:

Under the guidance of the Program Manager of Shelter Services, the Operations Manager will oversee the daily operations of the Emergency Shelter for the Homeless Recovery Service division. The Operations Manager provides direct supervision to Emergency Shelter Operations Specialists staff who provide 24-hour essential shelter services. The Operations Manager oversees meal planning, coordination of donations and events, inventory and ordering of supplies, crisis intervention and client related incidents, ensures clients are in compliance with shelter expectations and protocols, maintains communication with case management and healthcare services to ensure clients are linked to appropriate or requested services, manages daily bed inventory and utilization, and ensures that staff are maintaining the general cleanliness and safety of the building. The Operations Manager will perform related duties as assigned by supervisor.

Responsibilities:

• Ensure adequate 24-hr coverage of daily shelter operations by maintaining Emergency Shelter Operations Specialists staffing.
• Provide direct supervision of Emergency Shelter Operations Specialists.
• Responsible for interviewing, hiring, training, providing individual supervision, performance evaluation, and administering disciplinary action of all direct reports.
• Ensure Emergency Shelter Operations Specialists are maintaining the general cleanliness and safety of the building.
• Report any maintenance concerns to Program Manager.
• Ensure Emergency Shelter Operations Specialists are providing crisis intervention and addressing client related incidents appropriately.
• Respond to calls regarding emergency/crisis situations as they arise outside of traditional business hours.
• Monitor client compliance with shelter expectations and protocols.
• Review incident reports and issue notices to clients found in violation of expectations and protocols.
• Submit incident reports to NSO’s Customer Service/Corporate Compliance Advisor.
• Determine and document client exclusions from services in coordination with the Program Manager.
• Maintain communication with case management and integrated health services to ensure clients are linked to appropriate or requested services.
• Coordinate the shelter meal planning schedule in coordination with Administrative Assistant.
• Coordinate donors, volunteers, and events in coordination with Administrative Assistant.
• Order and maintain supply inventory in coordination with the Administrative Assistant.
• Manage daily bed inventory and utilization.
• Comply with and adhere to department and NSO policies and procedures.
• Adhere to established quality and performance improvement standards.
• Work effectively with others to accomplish goals/resolve problems.
• Organize work well and uses time effectively.
• Maintain consistent work attendance.
• Does not disrupt operations by being habitually tardy or absent; works as scheduled.
• Comply with contractual and regulatory requirements, as needed.
• Foster commitment, team spirit, pride, and trust.
• Possess good work ethic, drive, energy, and persistence to achieve goals. Take accountability for job responsibilities.
• Able to anticipate and bring about change when needed.
• Perform other duties as assigned.
• Client Interaction: Ability to interact comfortably and professionally with individuals experiencing homelessness, providing empathy and support.
• Shelter Operations: Capable of operating a homeless shelter using a low barrier/Housing First approach, ensuring inclusive and non-judgmental services.
• Performance Management: Ability to set clear performance expectations for the department or individual work units, fostering accountability and growth.
• Leadership and Motivation: Skilled in inspiring, influencing, and enabling direct reports to achieve program and organizational goals.
• Supervision and Development: Experience in developing performance objectives, providing regular supervision, and offering constructive feedback to direct reports.
• Staff Supervision: Ability to mentor, coach, train, and administer disciplinary actions in accordance with Human Resources policies and procedures.
• Delegation: Capable of allocating decision-making and responsibilities effectively, empowering staff while ensuring program success.
• Knowledge of Behavioral Health: Familiarity with common mental health conditions, substance abuse issues, and available mental health treatments/support interventions.
• Safety Monitoring: Ensure staff are actively monitoring and maintaining the safety of clients and the shelter environment at all times.
• Crisis Management: Ability to assess and manage crisis situations appropriately, applying the necessary interventions and support.
• Clinical Skills: Strong clinical assessment and writing skills, with the ability to document case notes and treatment plans accurately.
• Agency Representation: Ability to represent the agency in a manner that promotes understanding of client needs and aligns with the organization's mission and goals.
• Judgment and Decision-Making: Ability to exercise sound judgment, make autonomous decisions, and seek supervision when needed.
• Technical Proficiency: Proficient in office software and equipment, including Microsoft Office (Word, Excel, Outlook), internet use, telephone systems, and copy/scanner machines.

Productivity:

• Complete monthly supervision with direct reports in the form of either individual or group supervision. Feedback shall be given routinely during monthly supervision and not just at the time of the Performance Evaluation. Regular feedback should be provided to direct reports, especially in regard to how performance goals are being met.
• Maintain compliance with training, licensing, and certifications requirements.
• Monitor and ensure direct reports are in compliance with trainings, licensing, and certification requirements.
• Review and address Incident Reports daily.
• Submit Incident Reports at minimum once per week to NSO’s Customer Service/Corporate Compliance Advisor, DHHC Program Manager, and HRS Senior Director.
• Submit ESP shelter billing to NSO Finance Department by the 10th of each month.
• Ensure compliance with monthly, quarterly, and annual Health and Safety drills and reporting.
• Schedule and maintain monthly shelter meal planning.
• Maintain adequate inventory of all shelter supplies.

Administrative and Professional Skills:

• Maintains consistent work attendance.
• Maintains good operating environment by attending work on time as scheduled.
• Professionally represents NSO and promotes NSO mission and vision statements.
• Promotes a harmonious work environment.
• Demonstrates expertise in his/her functional area, leveraging unique core of knowledge and skills to achieve results.
• Ensures client satisfaction through process of monitoring, improving, and delivering excellence in program services.
• Is open to new approaches and takes steps to increase knowledge, skills and abilities, both from within and outside NSO.
• Complies with contractual and regulatory requirements, as needed.
• Fosters commitment, team spirit, pride and trust.
• Possesses good work ethic, drive, energy, and persistence to achieve goals. Takes accountability for job responsibilities.
• Able to anticipate and bring about change when needed.
• Provide input on supervisory issues and supports and implements senior leadership decisions.
• Assures program or department adherence to administrative policies and procedures.
• Makes effective and timely decisions, even when data is limited, or solutions produce unpleasant consequences.
• Organize work, establish priorities, make proper assignments of human resources, and efficient allocation of resources.
• Work effectively with others to accomplish goals/resolve problems. Ensure customer satisfaction through process of monitoring, developing, improving, and delivering excellence.
• Professionally represents NSO and promotes NSO mission and vision statements.
• Promote a harmonious work environment.
• Demonstrate expertise in his/her functional area, leveraging unique core of knowledge and skills to achieve results.
• Open to new approaches and takes steps to increase knowledge, skills, and abilities, both from within and outside NSO.
• Complies with and adheres to department and NSO policies and procedures.
• Adheres to established quality and performance improvement standards.
• Works effectively with others to accomplish goals/resolve problems.
• Organizes work well and uses time effectively.
• Performs other duties as assigned.

Candidate Requirements:

• Bachelor’s Degree Required; Master’s Degree Preferred. Human Services, Social Work or related discipline preferred.
• 2+ years of experience in homeless services or related field. Supervisory experience highly preferred.