Job DescriptionAbout the RoleThe Skid Row Care Campus is a comprehensive, low-barrier service center providing individuals experiencing homelessness with access to hygiene facilities, case management, health and behavioral health services, and connections to housing and other essential resources. The Campus offers a safe, welcoming, and trauma-informed environment that promotes dignity, stability, and pathways to long-term housing.
The Associate Director of Site Operations is a senior operational leader responsible for the day-to-day readiness and coordination of the Care Campus. The position oversees Safety, Hygiene Services, and other assigned operational functions and directly leads the managers responsible for those areas.
This role ensures that Campus operations are appropriately staffed, coordinated, supplied, and prepared to support safe, reliable, participant-centered services. Key areas of accountability include staffing and coverage, participant flow, Safety and Hygiene operations, emergency preparedness, incident response, facilities coordination, third-party security coordination, and continuity of operations.
Key ResponsibilitiesCampus Operations & Readiness- Lead the day-to-day coordination of assigned Campus operations and maintain visibility into staffing, participant volume, service demand, site conditions, safety concerns, and other operational factors.
- Ensure effective opening, operating, shift-transition, and closing procedures across operational areas.
- Resolve significant cross-functional operational issues and maintain continuity of essential services during staffing shortages, facility disruptions, emergencies, and other unexpected situations.
- Identify operational barriers that affect participant access, safety, service delivery, or employee effectiveness and drive timely solutions.
People Leadership & Workforce Management- Provide direct supervision, coaching, development, and performance management to operational managers.
- Establish clear expectations and accountability for staffing, scheduling, attendance, call-offs, timekeeping, training, performance, and routine employee relations.
- Monitor vacancies, overtime, turnover, attendance trends, and other workforce indicators that may affect service delivery.
- Establish staffing and contingency systems that support reliable operations seven days per week, including periods of high call-offs, vacancies, emergencies, and increased participant volume.
- Ensure shift leaders understand their authority and escalation responsibilities when senior leadership is not on site.
Safety & Emergency Operations- Provide leadership oversight of the Care Campus Safety function and Safety management.
- Ensure appropriate Safety staffing, deployment, de-escalation practices, incident response, documentation, communication, and leadership coverage.
- Promote a trauma-informed approach to safety that protects participants, employees, visitors, and property while maintaining participant dignity.
- Serve as a key operational leader during medical emergencies, overdoses, behavioral health crises, fire, earthquake, utility outages, workplace violence, security incidents, and major service disruptions.
- Review significant incidents and trends and ensure appropriate corrective action, operational follow-up, and preparedness.
Hygiene Services & Participant Flow- Provide leadership oversight of Hygiene Services and ensure shower, restroom, and laundry services are appropriately staffed, supplied, safe, sanitary, accessible, and effectively managed.
- Monitor service capacity, wait times, participant flow, sanitation, and operational barriers affecting access.
- Coordinate operational strategies across waiting areas, common spaces, hygiene areas, entrances, exits, and other high-volume locations.
- Ensure operational practices support respectful, trauma-informed, participant-centered engagement and effective connections to program services when needs are identified.
Facilities, Security & Infrastructure- Serve as the primary site-level liaison with organizational Operations and Facilities leadership regarding building and infrastructure needs.
- Coordinate operational planning around repairs, inspections, utilities, equipment, maintenance, vendors, and facility disruptions.
- Develop temporary operating plans when physical spaces, building systems, equipment, or utilities are unavailable.
- Coordinate with organizational Operations regarding third-party security, including site protocols, emergency procedures, handoffs, performance concerns, and emerging coverage needs.
Performance, Compliance & Continuous Improvement- Monitor operational indicators related to staffing, service availability, incidents, safety, hygiene utilization, and other assigned areas.
- Maintain accurate operational documentation and support funder monitoring, audits, site reviews, corrective-action plans, and compliance activities.
- Use staffing information, incident trends, participant feedback, manager input, and operational observations to identify recurring risks and improve systems.
- Partner across Programs, Facilities, Human Resources, Compliance, Finance, Contracts, IT, Data, Safety, and other functions to resolve complex operational issues.
QualificationsWhat You'll Bring- Bachelor's degree in business administration, public administration, human services, nonprofit management, operations management, or a related field preferred.
- At least five years of progressively responsible experience in operations, homeless services, social services, healthcare, residential services, facilities-based programs, or a related environment.
- At least three years of supervisory or management experience, including responsibility for managers, supervisors, or large frontline teams.
- Experience overseeing complex operations in a high-volume, extended-hours, 24/7, residential, shelter, healthcare, hospitality, or comparable environment strongly preferred.
- Experience managing large frontline teams and complex staffing and scheduling needs strongly preferred.
- Experience with safety operations, emergency response, incident management, facilities coordination, and vendor management preferred.
- Strong operational leadership, workforce-management, organizational, problem-solving, and decision-making skills.
- Ability to establish clear systems, expectations, accountability, procedures, and escalation pathways.
- Ability to balance operational effectiveness and safety with participant dignity, trauma-informed practices, and participant-centered services.
Additional InformationOur ValuesDignity / Community / Integrity / Partnership / Social Justice / Radical Care
Work EnvironmentRegular use of a computer and HR technology platforms is required, along with the ability to manage detailed records and sustained periods of screen-based work. The role follows a hybrid work arrangement with regular onsite presence and occasional travel among Los Angeles-area locations. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the role.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand, sit, walk, stoop, talk, hear, reach above and below shoulders; use hand and finger dexterity, keyboarding and making and receiving telephone calls. The employee may be required on occasion to lift and or carry up to 20 lbs.
Benefits:Excellent Benefits package available.
