Director of Operations - Shelter

Summary

The Director of Operations is responsible for the overall management of the shelter’s physical operations, ensuring a safe, clean, and well-maintained environment for residents and staff. This position oversees facilities, maintenance, security, housekeeping, procurement, and compliance with city and state regulatory standards.

The Director of Operations ensures that the shelter’s infrastructure and daily operations support the effective delivery of services led by the Director of Social Services. This role requires strong leadership, organizational, and problem-solving skills, along with the ability to manage multiple priorities in a 24-hour residential facility.

Key Responsibilities Operational Oversight

• Supervise and manage the operations team, including Residential Aides, maintenance, housekeeping, and security staff.
• Develop, implement, and enforce operational policies, procedures, and standards of conduct.
• Ensure all shelter operations comply with DHS, OTDA, FDNY, DOH, DOB, and OSHA regulations.
• Conduct regular walkthroughs to monitor facility conditions, cleanliness, and resident safety.
• Address operational issues promptly and escalate critical concerns to the Site Director.

Residential Aide Supervision

• Oversee the hiring, training, scheduling, and evaluation of Residential Aides.
• Provide coaching, performance feedback, and guidance on resident interactions and emergency protocols.
• Ensure Residential Aides adhere to shelter policies, maintain professional conduct, and provide quality support to residents.
• Coordinate staffing to cover 24/7 operations and respond to emergencies.

Facilities & Safety

• Oversee building maintenance, repairs, and preventive maintenance schedules.
• Ensure fire safety, sanitation, and environmental compliance standards are met.
• Monitor security systems and safety procedures, including drills and emergency preparedness.
• Investigate and document incidents related to safety, security, or facilities issues.

Budget & Procurement

• Manage the operations budget, including utilities, supplies, and staffing costs.
• Oversee purchasing and inventory management for operational and residential needs.
• Negotiate and monitor vendor contracts for quality, cost, and service delivery.

Compliance & Reporting

• Maintain operational records, including staff schedules, maintenance logs, and incident reports.
• Prepare reports on operational performance, staffing, and compliance for the Site Director.
• Ensure all documentation is accurate and accessible for inspections and audits.

Emergency Response

• Respond to operational emergencies, including facility issues, security incidents, and resident crises.
• Ensure Residential Aides and operations staff are trained in emergency and evacuation procedures.
• Serve as the point of contact for operational issues outside of regular hours when needed.

Qualifications Education & Experience

• Bachelor’s degree in Business Administration, Facilities Management, Public Administration, or a related field required.
• Minimum of 5–7 years of experience in operations, facilities, or property management; experience in shelters preferred.
• Minimum of 3 years supervising front-line staff (Residential Aides, security, housekeeping, or maintenance).
• Knowledge of NYC building codes, shelter compliance, and DHS/OTDA regulations preferred.

Skills & Competencies

• Strong leadership and team management skills.
• Excellent organizational and time-management abilities.
• Proficiency in Microsoft Office and basic facility management software.
• Ability to manage budgets, contracts, and operational logistics effectively.
• Strong communication, problem-solving, and crisis management skills.
• Commitment to maintaining a safe, clean, and supportive environment for residents and staff.
• Physical ability to conduct facility walkthroughs, climb stairs, and respond to emergencies.