11-145 - Operations Lead - SC/Anaheim Emergency Shelter

Mission Statement

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

Position Summary

The Operations Lead (OL) position will be assigned a shift team to include Assistant Lead and front-line Ambassador staff of the Anaheim Emergency Shelter. The OL will assist with recruitment and training of operations Assistant Lead and operations staff. The OL is the Lead Assistant and Ambassadors point of contact as it relates to addressing guests' needs related to living on-site in a communal setting. The OL completes data entry, provides front desk coverage, performs routine walks around the campus to ensure staff and guests are supported, disseminates site operations information to guests, answers guests' questions, addresses guests' concerns/complaints, acts as first responder to Ambassador crisis calls over the walkie talkie, as needed. The OL will be supervised and work closely with the Operations Supervisor on strategizing, developing, and implementing site policies, procedures, and internal processes. The OL must fully embrace the ministry and mission of The Salvation Army, accept its Christian principles and values, and protect and enhance the image of The Salvation Army to the public.

Responsibilities

Supervise and develop Assistant Lead and Ambassadors

• Ensure that Ambassadors are being supported, coached and trained to meet job expectations.
• Provide Assistant Lead guidance to ensure they're being developed and meeting job expectations.
• Facilitate bi-weekly Ambassador meetings in tandem with Assistant Leads.
• Assist Operations Supervisor in facilitating and/or coordinating internal professional development trainings for operations staff.

Record keeping

• Maintain processes record system to ensure efficiency in Assistant Lead and Ambassador job functions.
• Create weekly staff schedule to ensure adequate coverage for assigned shift.
• Track, record, and log staff call outs and other PTO in UltiPro system.
• Make staffing adjustments as needed for call outs.
• Approve Ambassador staff timesheets and time off requests in UltiPro system.
• Provide operations staff support in daily huddles as directed by Operations Supervisor.
• Report on-site incidents to corresponding entities internal and/or external.

Administrative support

• Maintain confidentiality.
• Work collaboratively with staff on gathering and/or maintaining operational data.
• Co-Facilitate meetings alongside Operations Supervisor.
• Collaborate and communicate with programming staff to include Program Supervisor, Program Lead, Licensed and Clinical Social Worker for coordination of guest services as directed by Operations Supervisor.
• Provide support, guidance, and enforce guidelines/expectations/policies and procedures during guests' violations and exit review.
• Review and respond to concerns and complaints in a timely manner.
• Document all guest interactions, violations, responses, follow up, and outcomes. Upload supporting documents.
• Participate, coordinate and/or facilitate professional development training.
• Participate in Social Services and community meetings as needed or directed.
• Maintain a positive and professional working relationship with colleagues, TSA staff and community partners.

Working Conditions

Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis. Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead. Ability to operate computer, fax, and telephone. Ability to lift up to 40 lbs.

Recommended Core Competencies

Analytical - Synthesize complex or diverse information; conduct research, draw conclusions, and report outcomes; Develop workflow policies and procedures.

Strategic Thinking - Develop strategies to achieve organizational goals; adapt strategy to address constant change and conditions.

Problem Solving - Identify & resolve problems in a timely manner; gather and analyze information skillfully and develop solutions.

Oral Communication - Speak professionally, clearly, and persuasively in a variety of potentially challenging situations; seek clarification and respond appropriately to questions.

Written Communication - Write clearly and informatively; edit work for spelling and grammar; Present numerical data accurately; Read and interpret written information.

Teamwork - Balance team and individual responsibilities; Build a positive team spirit, morale, and group commitment to established goals, core values and objectives.

Project Management - Prioritize and plan work activities; use time efficiently; Organize work schedules of others and assign tasks. Follow up to ensure accountability.

Managing People - Include staff in planning, decision-making, facilitating, and process improvement. Be available and present to staff; provide regular performance feedback; help develop subordinate's skills and encourage growth; Improve processes, products, and services. Delegate work assignments; Match responsibilities to the right people; Set expectations and monitor delegated activities.

Minimum Qualifications

• By virtue of its direct contact with, and representation to people who engage in Salvation Army programs, people who demonstrate an understanding of The Salvation Army's Christian mission are required for this position
• Experience 2 years within the coordination of homeless services, shelter lead or lead coordinator in mental/behavioral health or residential services or BBA or in related field (preferred).
• Must be in good physical health and mental health, capable of meeting the demand of the position.

Skills, Knowledge & Abilities

• Driving Test and clean MVR check.
• Bilingual/Bi-literate English/Spanish preferred.
• Must have ability to communicate effectively and remain positively engaged with co-workers, community members, and residents.
• Able to function in a fast-paced, frequently changing environment and be adaptable.
• Must have flexible availability.
• Must model professionalism and be able to communicate in an appropriate, responsive, supportive manner.
• Effective, thoughtful interpersonal and electronic communication.
• Clear, trauma informed, communication when resolving conflict
• Excellent verbal and written communication skills.
• Computer literate; effectively use computerized database for resident file management, with basic skills in Microsoft Office: Microsoft Word, PowerPoint, Excel, and Outlook email.

Microsoft Office: Microsoft Word, PowerPoint, Excel, and Outlook email. (preferred)
Bilingual/Bi-literate English/Spanish preferred. (preferred)
2 years within the coordination of homeless services, shelter lead or lead coordinator in mental/behavioral health or residential services or BBA or in related field (preferred). (preferred)