Operations Manager at Friendship Place – Washington, District of Columbia

Position Title: Operations Manager

Reports to: Division Director

Category: Exempt

Status: Safety Sensitive

Location: 1444 Irving Street NW

Hours: Full-Time; Varying hours between 7am-9pm; Required across all shifts daily (7am–3pm, 3pm-11pm, 11pm-7am). Participates in on-call rotation. Must be able to respond within 1 hour.

Our Core Values:

Friendship Place is a Person-First Organization that promotes transparency and ethical practices among our team and those we serve. All individuals in our organization are expected to perform their job duties in a manner consistent with our core values.

Summary:

La Casa Permanent Supportive Housing (PSH) provides on-site services to 40 previously chronically homeless single males. The apartment building has seven floors, with 40 studio units that contain a private kitchen and bathroom. La Casa PSH program follows the Housing First model and philosophy, using best practices and comprehensive case management to ensure resident success. The Operations Manager (OM), who reports to the Director, will oversee all aspects of the physical building, ensuring a well-run, safe, and clean environment. This role will serve as the point of contact related to facility management and will be responsible for janitorial oversight. The OM is also responsible for ensuring participant safety, building security, and the smooth operation of activities.

The OM is a manager-level position within the organization. This person will have relevant knowledge and skills to help teach, assist, and guide advocates in their work. The OM position will be the direct supervisor of all advocates (full-time and part-time), ensuring the smooth operation and service delivery of scheduled Residential Aides on each shift, and will work in conjunction with the Division Director.

Essential Duties and Responsibilities:

• Develops, implements, and oversees a building operations plan (BOP), Quality Control Plan, and any necessary plans for operational effectiveness and efficiency.
• Works with the Division Director and finance Department to monitor building expenses in conjunction with relevant contract budgets.
• Responsible for all maintenance, repair, and replacement of the security system and its components
• Research and maintain current knowledge of educational and occupational training programs.
• Oversees the site's compliance with fire safety requirements, including completion of monthly fire drills across shifts, office maintenance inspection records, other required documentation, and the Emergency Preparedness and Evacuation Plan.
• Acts as primary point of contact with outside contractors, OHS, and DGS for maintenance, janitorial, and security needs; verifies completion and quality of work.
• Ensure compliance with all contractual requirements by developing, implementing, and clearly communicating standardized processes and procedures to all relevant stakeholders
• Provides supervision to Residential Aides to ensure smooth execution of program responsibilities, support services, and operations.
• Provides appropriate support and oversight of residents; supports and reinforces program policies and rules.
• Conducts and supports intake processes for newly assigned residents to La Casa; Explains program rules, rights, responsibilities, building procedures/schedule, and unit assignments.
• Ensures a shift log is maintained to record all activities and information regarding scheduled shifts
• Responsible for initial onboarding training of new advocate staff during the advocate shift (during the day, evening or overnight). Each new advocate will work with a lead advocate for two full shifts prior to working on their own.
• Provides de-escalation services to residents and contacts crisis services (MPD, Mobile Crisis, CRT, etc.) as necessary
• Participate in the On-Call rotation for weekend and after-hour coverage
• Monitors and ensures the completion of required unit inspections on each shift; gathers and files documentation
• Ensures detailed completion and submission of all Unusual Incident Reports (UIR) or Critical Incident Reports (CIR) in the required timeframe during each shift.
• Coordinates the delivery, distribution, storage, and disposal of meal deliveries.
• Distribute residential supplies and support to residents as available (cleaning, hygiene, laundry, bedding, etc.).
• Actively participate in case meetings, staff meetings, and supervision.
• Ensure that all advocate shifts are adequately covered 24/7 by advocate staff.
• Monitor security cameras in the building and work to keep residents, staff, and the building safe by appropriately responding to any security issues that may arise.
• Become familiar with the Housing First Model, HSRA, HIPPA to inform job duties and program philosophy.
• Develop rapport with each resident through routine contact and communication.
• Ensure residents' safety by conducting routine safety checks.
• Provide meaningful feedback to the PSH team (Case Managers and Division Director) on both resident and program outcomes, including areas for improvement.
• Brainstorm, plan, and implement activities and groups with residents.
• Assist with crisis intervention when necessary.
• Assist consumers in securing adequate resources.
• Demonstrate empathy and flexibility in responding to participants' needs and requests.
• Follow all agency policies and procedures
• Perform all other duties as assigned

Essential Leadership Duties and Responsibilities

• Builds strong relationships with team members, creating a positive work environment, and fostering collaboration to motivate, inspire, and guide teams towards shared goals.
• Define and communicate clear performance standards, goals, and expectations for all team members.
• Handles disagreements and resolves conflicts constructively to maintain a positive work environment.
• Adheres to and enforces company policies and procedures, as well as legal regulations related to employment.
• Initiation and ongoing review of employee performance management plan. Track employee progress, assess performance against established standards, and provide regular feedback and performance reviews.
• Exhibits strong intra- and interpersonal communication skills, communicating professionally, respectfully, and effectively.
• Demonstrates a commitment to continuous growth by actively seeking out and participating in professional development opportunities, training, and learning experiences to enhance leadership effectiveness and stay current on best practices.
• Always displays professionalism as a representative of Friendship Place.

Education/Experience:

• Bachelor’s degree required with a minimum of 2 years of professional experience in Facilities Management or a related field (e.g., project management, construction management, or human services),
• At least 3 years of demonstrated experience overseeing building operations, including building systems, maintenance and repairs, janitorial services, and security requirements for commercial and residential properties.
• Supervisory experience is required.
• Must have or be able to obtain a First Aid/CPR/AED certification that includes a hands-on skills testing module. Friendship Place will provide training.
• Experience with Microsoft Programs (Word, Excel, PowerPoint, Outlook, etc.), Internet services, and web-based reporting systems required.

Essential Skills and Competencies

• Solid decision-making and problem-solving skills (Identify and resolve problems in a timely manner; uses sound and accurate judgment; Attention to detail)
• Strong oral communication skills (Ability to speak clearly and convey vital information to diverse audiences, active engagement in meetings)
• Strong written communication skills (Writes clearly, informatively, and with accuracy)
• Excellent Customer Service (Displays kindness and respect and meets service expectations; Upholds client confidentiality)
• Commitment to Growth and Development (Strives to build knowledge, skills, and best practices)
• Attendance/Punctuality (Consistently on time and ensures support coverage, as necessary)
• Teamwork and Collaboration (Balances team and individual responsibilities; gives/receives feedback; upholds confidentiality; pursues objectivity and open dialogue)
• Champions diversity, equity, and inclusion (Pursues cultural humility/sensitivity, racial equity, social justice, and inclusive perspectives/experiences)
• Strong work ethic, including integrity, honesty, professionalism, and accountability for actions and actions. (willingness to get “dirty” and support colleagues in achieving outcomes)
• Commitment to Organizational Practices and Culture (Mission, Core Values, Strategic Planning, and Compliance)

Working conditions:

Program participants live on-site in apartment-style accommodations, and OM will work within that building. The OM will be exposed to conditions that arise in homes. (Appropriate PPE and training on how to use it are provided.)

Physical and Environmental Requirements:

The position will involve time between office/desk settings and walking the occupied floors and grounds of La Casa.

• Must have the ability to lift and/or move up to 25 lbs.
• Consistent Sitting, walking, and climbing steps
• Leaning over, bending at the knees, and standing for extended periods are expected.

Background checks:

The selected candidate will be required to complete and pass background checks specific to contract requirements, including criminal history background check and fingerprinting, FBI Background Check, DC Metropolitan Police Background Check, State-of-Residence Police Background Check, DC Child Abuse Registry (CFSA), National Sex Offender Registry Check, Drug Panel and Alcohol Screening, and Tuberculosis Test. Reference checks and verification of current and/or previous employment are required.

Direct reports

Residential Advocates

Specific Requirements:

None

Other Details:

Application Deadline: This job is open until filled or until the hiring manager determines they can no longer accept applications.

Compensation: The hiring pay range is between $75,000 and $80,000 annually. The starting annual salary is based on a step system. A candidate’s starting pay is determined by meeting the basic position requirements and completing education, credentials, and/or work experience. Note: The step system is set and not open to pay negotiation.

Benefits: We offer an excellent benefits package including low-cost health insurance, health reimbursement, flexible spending accounts, employer-paid dental, vision, short and long-term disability, life insurance, 403B defined contribution plan matching, employee assistance programs, professional development, employee resource groups, 15 paid holidays, 15 days of vacation and 10 days of sick leave during 1st year of employment, and much more!

Equal Opportunity and Reasonable Accommodation Statement: Friendship Place is an Equal Opportunity Employer. We are committed to maximizing the diversity of our team and want to involve all those who can contribute to our inclusive culture. We support all qualified individuals within our workforce without regard to race, color, religion, gender, sexual orientation, gender identity and expression, age, national origin, marital status, citizenship, disability, veteran status, personal appearance, familial status, family responsibilities, political affiliations, matriculation, credit, and any other characteristic protected by applicable law. Friend Place is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact human resources at humanresources@friendshipplace.org.