Operations Manager - Fresh Meadows

Housing Works is a healing community of people living with and affected by HIV/AIDS. Our mission is to end the dual crises of homelessness and AIDS through relentless advocacy, the provision of lifesaving services, and entrepreneurial businesses that sustain our efforts.

Compensation Range: $70,000 - $75,000 yearly commensurate with experience

Benefits:
We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary. Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year. We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and text books.

Overview:

The Housing Works Emergency & Transitional Housing Program (ETH) provides time-limited transitional housing and support services to individuals reentering the community following periods of incarceration or other justice system involvement. Program participants engage in a variety of onsite services, including case management, vocational training, housing advocacy and mental health support that address barriers to accessing housing in the community and help build skills that participants can use to achieve and maintain stable functioning in the community. The ETH Fresh Meadows Program is designed to provide specialized services for individuals with substance use disorders, mental health diagnoses or chronic medical conditions and provides onsite medical, psychiatric and behavioral health services for program participants.

Reporting to the Senior Program Coordinator, the Operations Manager is primarily responsible for assisting with overseeing the day-to-day operations of the facility. These responsibilities include: overseeing the day-to-day operations services in the program, supervising the Residential Aid Supervisors and providing guidance and support to the operations team, managing the operations team schedule to ensure 24/7 coverage is provided, coordinating with the building management and external vendors for facility repairs and maintenance, ensuring the integrity and safety of the physical environment of the program and ensuring program data systems are maintained and accurate.

This position is Wednesdays – Sundays 10:00am-6:00pm with occasional flexing of scheduled days and shifts based on programmatic needs.

Responsibilities:

• Program Management:
  • Oversee the day-to-day functions of the ETH Fresh Meadows Program operations services.
  • Collaborate with other program leaders to monitor and implement protocols, procedures and workflows that promote optimal program functioning and promote achievement of program goals and objectives.
• Staffing and Supervision:
  • Provide direct supervision to 4 Residential Aid Supervisors and indirect support and guidance to a team of 13-15 Residential Aids.
  • Coordinate the weekly staffing schedule to ensure there is 24/7, 365 days of coverage across the three shifts (12:00am-8:00am, 8:00am-4:00pm and 4:00pm-12:00am).
  • Co-facilitate team meetings.
• Staff Training:
  • Lead onboarding and ongoing training activities with the operations team onsite.
  • Assist with the development and implementation of robust onboarding and ongoing trainings.
• Participant Services:
  • Ensure program participants adhere to the program’s Code of Conduct, participate in case conferences as needed and meet with participants individually to resolve complaints and grievances associated with the operations-related services.
  • Deliver all client-related services with excellent customer service and trauma-informed care.
  • Engage in crisis intervention activities as needed.
  • Assist with ensuring the program environment is client-centered, engaging and productive through coordinating events and onsite activities to promote a Housing Works culture and a community for staff and participants.
• Facility Management:
  • Coordinate with hotel management, and external vendors, to ensure facility maintenance, repairs, food and laundry services are completed in accordance with contract requirements and in a timely manner.
  • Ensure the overall safety and well-being of the physical environment of the program site.
  • Oversee and monitor the monthly room inspections and share key findings and observations with the clinical team.
  • Oversee room management activities such as accurate tracking of available rooms, room holds for new intakes and offline rooms for repairs.
  • Coordinate special projects as needed.
• Quality & Compliance:
  • Ensure overall program services delivery meet internal and external standards.
  • Conduct daily, weekly and monthly quality assurance audits.
  • Ensure all operations-related tracking systems are monitored and up-to-date.
  • Share findings of the audits with program leaders and utilize the findings to develop and implement quality improvement activities.
• Care Coordination:
  • Collaborate across departments and divisions to ensure program participants are connected to support services needed and to assist with promoting successful program outcomes.

Other functions that may be required with this position include:

• Provide shift coverage if needed to ensure minimum staffing requirements are met
• Engage in Housing Works agency and department advocacy requirements
• Display Housing Works core values in all day-to-day activities.

Minimum Qualifications:

• High school diploma required. Bachelor's Degree preferred.
• Minimum 3 years experience in a supervisory role.
• Previous experience working in a congregate housing or shelter setting.
• Previous experience working with individuals with active or previous justice-involvement, substance use disorders, mental health diagnoses or chronic medical conditions.
• Strong written documentation and communication skills.
• Good problem-solving skills and ability to work autonomously.
• Microsoft Office Suite, particularly Excel, required.

Additional Competencies:

• Preferably bi-lingual in Spanish.
• Excellent written and oral communication skills.
• Excellent or proficient technical skills to perform tasks related to Microsoft Office suite applications, particularly Excel, Word, SharePoint and Outlook.
• Excellent customer service skills and ability to de-escalate situations.
• Ability to work independently and collaboratively with the team.
• Ability to multi-task, prioritize assignments and delegate tasks.
• Dependability and reliability to arrive and depart timely for scheduled shift.
• Ability to lift 40+ lbs with tools to assist if needed.
• Ability to work in a fast-paced environment.

Job candidates should be aware that scammers may pose as employers and create fake job postings in order to extract personal information from individuals for financial gain. Housing Works will never ask job candidates for personal information, such as social security numbers or bank account details, over the phone. If you suspect that a job posting may be fake or wish to confirm that a job posting from Housing Works is genuine, please contact us at recruitment@housingworks.org