Leading with Purpose. Supporting Housing Stability. Strengthening Our Mission. Position Summary The Operations Supervisor plays a vital role in ensuring that individuals and families receiving supportive housing services have access to a safe, stable, welcoming, and supportive living environment. This position provides day-to-day operational leadership, supports and develops staff, and promotes a culture of accountability, collaboration, respect, and continuous improvement. Working closely with Site Operations Coordinators, Care Team Supervisors, Clinical Supervisors, and site leadership, the Operations Supervisor helps ensure that program operations run effectively and that staff have the guidance, resources, and support needed to promote housing stability, individual well-being, and successful program outcomes. The Supervisor balances operational excellence with a person-centered approach, recognizing that behind every program outcome is an individual or family with unique experiences, strengths, needs, and goals. The Operations Supervisor also partners with facilities and maintenance personnel to maintain safe, secure, clean, and welcoming residential and program environments for residents, families, staff, and visitors. Through strong leadership, sound judgment, and a commitment to quality service, this position helps strengthen housing operations, improve service delivery, and advance the organization's mission of providing supportive services and promoting long-term housing stability. Position Responsibilities Operational Leadership and Program Excellence
- Lead and oversee the day-to-day operations of the assigned site or location in accordance with contractual obligations, licensing, certification, accreditation, and agency standards.
- Maintain a safe, secure, clean, and welcoming environment that supports the dignity, well-being, and needs of residents, families, staff, and visitors.
- Coordinate staffing schedules, shift coverage, inventory, supplies, and maintenance needs to promote continuity of services and effective program operations.
- Monitor program workflow, delegate responsibilities effectively, and ensure operational priorities, deadlines, and performance goals are met.
- Review and approve employee timecards and paid time off requests, coordinating unpaid leave with Human Resources as appropriate.
- Assist with budget development and monitoring to promote responsible use of resources and alignment with program goals.
- Partner with the Associate Director, Site Operations Coordinators, and site leadership to implement initiatives that strengthen operations, improve service delivery, and support organizational objectives.
- Identify opportunities to improve processes, address operational challenges, and enhance the overall experience of residents and individuals receiving services.
- Respond to operational needs as necessary to maintain effective site functioning and ensure essential services remain available.
Resident-Centered and Housing-Focused Services
- Promote a culture of respect, compassion, professionalism, and accountability that recognizes the experiences, strengths, and individual needs of residents and families.
- Support an environment that prioritizes housing stability, safety, dignity, personal responsibility, and individualized support.
- Recognize the importance of maintaining safe and stable housing as a foundation for individual and family well-being.
- Foster collaboration and communication across service lines to promote coordinated, integrated, and consistent support for residents.
- Work collaboratively with program and clinical teams to identify barriers to housing stability, resident engagement, and effective service delivery and help develop practical solutions.
- Support program practices that encourage resident independence, self-sufficiency, personal growth, and progress toward individualized goals.
- Model professional boundaries, ethical decision-making, trauma-informed practices, and respectful interactions with residents, families, colleagues, and community partners.
- Help ensure that operational decisions support the program's mission and contribute to positive resident experiences, housing stability, and meaningful outcomes.
Staff Leadership, Development, and Accountability
- Recruit, interview, and participate in hiring decisions for staff within the assigned area of responsibility.
- Provide consistent supervision, coaching, and guidance to help staff build their skills, strengthen performance, and fulfill their responsibilities effectively.
- Identify staff training and development needs and ensure employees receive appropriate onboarding, training, and ongoing support.
- Conduct 90-day performance reviews for new employees and annual performance evaluations for all directly supervised staff.
- Establish clear expectations, promote teamwork, and recognize opportunities to strengthen staff engagement, communication, and professional growth.
- Address performance concerns promptly, fairly, and consistently, coordinating corrective action with Human Resources when needed, up to and including formal notice or termination.
- Build a positive team culture in which staff understand how their individual contributions support residents, housing stability, colleagues, and the overall mission.
Safety, Quality, and Continuous Improvement
- Monitor site and residential conditions and coordinate with facilities and maintenance personnel to address safety concerns, repairs, maintenance needs, and environmental compliance.
- Ensure compliance with applicable regulatory requirements, licensing, certification, accreditation, contractual obligations, and agency policies and procedures.
- Participate in site audits, peer reviews, and agency Continuous Quality Improvement (CQI) initiatives.
- Monitor program performance, review outcome data, and use findings to identify opportunities for improvement and strengthen service quality.
- Prepare, review, and submit required reports accurately and within established timelines.
- Follow established protocols for responding to, reporting, documenting, and resolving unusual incidents.
- Anticipate potential risks, use effective intervention and de-escalation skills, and take appropriate action to prevent or mitigate crises.
- Promote a proactive approach to safety, quality assurance, and problem-solving to protect residents, families, staff, and the organization.
- Support the consistent implementation of policies and procedures that promote housing retention, residential safety, and positive community living environments.
Collaboration and Communication
- Maintain effective working relationships with internal teams, external partners, service providers, landlords, and other stakeholders.
- Communicate clearly, professionally, and respectfully to support shared goals and effective coordination of services.
- Promote collaboration between operations, housing, case management, and clinical teams to support a coordinated approach to resident needs.
- Address conflict in a timely, constructive, and solution-focused manner.
- Share operational concerns, emerging needs, and opportunities for improvement with appropriate leadership.
- Perform other duties as assigned to support program operations and the organization's mission.
Required Knowledge, Skills, and Abilities
The successful candidate will demonstrate:
- A commitment to supportive housing principles, housing stability, and person-centered services.
- The ability to build positive working relationships with internal and external partners, staff, residents, families, and community stakeholders.
- Strong leadership skills, including the ability to supervise, coach, motivate, and develop staff.
- Effective conflict-resolution skills and the ability to address concerns openly, professionally, and in a timely manner.
- An understanding of the importance of safe, stable housing and the role of supportive services in promoting housing retention and individual well-being.
- The ability to recognize and respond to the diverse needs of individuals and families, including those experiencing housing instability or other life challenges.
- Strong organizational, time-management, prioritization, and multitasking skills.
- Attention to detail and the ability to maintain accurate documentation and meet reporting deadlines.
- Effective verbal and written communication skills.
- Sound judgment, problem-solving abilities, and the capacity to respond appropriately to changing operational needs.
- The ability to maintain appropriate professional boundaries and uphold confidentiality, ethical standards, and agency policies.
- The ability to recognize potential risks, respond to challenging situations, and promote a safe and supportive residential environment.
- A collaborative mindset and the ability to work effectively across teams and service areas.
Job Requirements
- High school diploma or equivalent.
- At least two years of supervisory experience or five years of operational or administrative support experience.
- Valid driver's license and current automobile insurance.
Essential Functions and Physical Demands The essential functions of this position include driving as required by assigned job duties and performing the physical and sensory activities necessary to support site operations.
- Positional demands: Constant sitting; occasional standing and walking; driving as required by job duties.
- Gross mobility: Rare climbing or crawling; infrequent balancing, stooping, kneeling, or crouching; frequent to constant reaching and handling.
- Sensory demands: Rare tasting or smelling; infrequent use of color vision; occasional use of visual acuity, depth perception, and field of vision; frequent use of near- and midrange visual acuity and visual accommodation; frequent to constant talking and listening.
Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.
