Job Description

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.

The Operations Supervisor (OS) is responsible for managing the daily operations of the Anaheim Emergency Shelter, ensuring all activities are carried out in accordance with The Salvation Army’s policies and procedures.

The OS works closely with shelter management, supervisors, and Operations Leads to support efficient and effective site operations. This role directly supervises the Operations Leads, Client Ambassadors, DOT Shuttle Drivers, and the Social Service Driver providing guidance, training, and oversight to ensure compliance with operational best practices. Reporting to the AES Senior Manager of Shelters, the OS also collaborates with the Program Supervisor to develop, implement, and maintain protocols that promote the safety, well-being, and overall experience of shelter residents.

Essential Functions

Staff Supervision

• Conduct annual performance evaluations for all Client Ambassadors and Operations Leads, and Drivers as well as 90-day reviews for new hires.
• Recruit, develop, and directly supervise three (3) Operations Leads and all Client Ambassadors, including DOT Shuttle Drivers and the Social Service Driver.
• Provide coaching and performance management support as needed to ensure team effectiveness and accountability.
• Facilitate monthly all-staff meetings to promote communication, alignment, and team engagement.
• Develop Operations Leads as potential successors through mentorship and leadership development.
• Oversee the full hiring process for operations staff, including candidate selection, interviews, application processing, and onboarding.
• Facilitate and/or coordinate internal professional training opportunities.
• Ensure all operations staff are knowledgeable about shelter operations, intake procedures, pet policies, and guest welfare protocols.
• Conduct weekly supervision meetings with direct reports, offering consistent feedback, training, and support. Administer verbal and written progressive discipline when necessary and ensure timely completion of performance evaluations.

Daily Shelter Operations Oversight

• Responsible for coordination and of oversight of services rendered by vendors (Lyons Security, Drug dog searches, etc.)
• Develop, enforce, and maintain operations policy and procedures.
• Oversee, review, and respond to Grievances and Appeals. Must resolve in a timely manner, investigate issue(s), obtain statements and document in Wellsky.
• Manage and review guest Indefinite Exit List and make recommendations as needed.
• Oversee, review, and approve/deny guest Overnight Requests, Couples Dorms Requests, and pet owner requests.
• Be on call 24/7 for emergencies. Respond to emergencies from staff and residents on-site or on-call.

Record Keeping

• Develop, maintain and review operations data tracking systems; maintain vendor data on services provided.
• Maintain operations budget and make monthly adjustments as needed.
• Maintain Grievance & Appeals tracker and Bed List files.
• Create, review, and maintain operations documentation.
• Provide monthly statistics on services provided to administration.
• Report on-site incidents to corresponding entities internal and/or external.

Miscellaneous:

• Oversee resident exits, write ups; develop and implement communication strategies and training as needed.
• Assist site manager with strategic planning, resident assessments, and evaluation of site services.
• Participate in Social Services and community training/meetings as needed or directed.
• Conduct monthly Team Meetings; develop agenda in collaboration with operations team and assign topics as needed.
• Cultivate and maintain a positive and professional working relationship with colleagues, TSA staff and community partners.
• Serve as Kettle care (food services) liaison.
• Perform other assigned duties as directed.

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. Due to the nature of the facility, incumbent must be able to work outdoors, be around animals and feel comfortable walking outdoors on potentially uneven surfaces.

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 and resolve problems in a timely manner; gather and analyze information skillfully and develop solutions.

Customer Service - Manage difficult and/or emotional residents, staff, and/or guests; promptly address their needs to ensure mutually satisfying outcomes.

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.
• MBA or Bachelor’s in Business Administration or related field preferred
• Minimum 2-3 years of progressive experience managing facility operations and supervising staff.
• Knowledge of operations of a non-profit, faith-based organization or residential, group home and/or shelter facility experience preferred.
• Minimum one (1) year working with the homeless in a trauma informed setting preferred
• Previous experience and demonstrated understanding of HMIS or other tracking database systems
• Must be in good physical health and mental health, capable of meeting the demand of the position.
• First aid and CPR/AES certified a plus
• Bilingual/Bi-literate English/Spanish preferred.

Skills, Knowledge & Abilities

• Must have ability to communicate effectively and remain positively engaged with colleagues, community members, residents and staff.
• Able to function in a fast-paced, frequently changing environment and adaptable.
• Must have flexible availability. Required to work one overnight shift a month or more as needed, weekends and late evenings as assigned by Site Manager.
• Effective time management skills: ability to prioritize work and meet deadlines.
• 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.
• Stellar leadership and delegation skills.
• Strong conflict resolution and crisis management skills.
• Cultivate and maintain effective communication as it relates to staff development and operations, this includes keeping Site Manager informed of staff, resident crisis and/or concerns, issues, challenges, needs, successes.