Director of Shelter Operations

Onsite - Manhattan, NY

 SUMMARY

   Responsible for the overall building management, compliance, safety, and operational effectiveness of a 24-hour shelter program. The Director of Operations ensures compliance with DHS, OTDA, contractual, regulatory, and agency requirements while overseeing facility operations, security, staffing, incident management, emergency preparedness, inspections, building audits, and quality assurance activities. Works collaboratively with the Site Director and department leaders to ensure a safe, compliant, resident-centered, and high-performing shelter environment.

Compensation & Benefits:

• Estimated Starting Salary:  $85k 

• Full time benefits include Medical, Dental, Vision, 401K with 6% match and other possible benefits as provided. Benefits are subject to change with or without notice.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following:

• Oversees daily site operations.
• Works in partnership with the Site Director Office effectively support program delivery.
• Provide leadership and oversight for the operations aspect of a 24/7 shelter.
• Ensure compliance with DHS, OTDA (city and state) contractual, and agency requirements.
• Oversee facility operations, environmental health and safety standards, maintenance coordination, and inspection readiness.
• Direct oversight of security operations, access control procedures, visitor management, contraband prevention efforts, and facility safety protocols.
• Ensure timely reporting, investigation, review, and follow-up of incidents, enhanced incidents, grievances, complaints, and corrective action plans.
• Oversee CARES documentation, incident reporting, bed management, client roster management, operational records, and required regulatory submissions.
• Monitor operational performance metrics and key performance indicators and implement improvement strategies.
• Conduct routine quality assurance reviews, facility inspections, environmental rounds, and compliance audits.
• Lead emergency preparedness planning, evacuation procedures, and incident command response during emergencies.
• Develop, implement, and monitor corrective action plans resulting from inspections, audits, monitoring visits, incident trends, or regulatory findings.
• Oversee workforce scheduling and staffing coverage to ensure safe and effective 24-hour operations throughout three shifts.
• Conduct regular supervision meetings, performance evaluations, coaching sessions, and disciplinary actions for shelter operations staff.
• Recruit, train, mentor, and develop operational staff.
• Prepare operational reports and provide recommendations to site leadership leadership regarding program performance and operational risks.
• Collaborate with social services, housing, security, facilities, and administrative teams to support successful program outcomes.
• Maintain critical files, inspection binders, emergency preparedness documentation, and operational records.
• Serve as primary operational liaison during DHS, OTDA, monitoring visits, audits, inspections, and external shelter operations reviews.
• Performs other job-related duties as assigned.

SUPERVISORY/MANAGEMENT AUTHORITY

• Directly supervise Operations Manager, RA Shift Supervisors, and other assigned operational staff.
• Responsible for hiring, onboarding, scheduling, performance management, employee development, and corrective action processes for shelter operations staff.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in human services, Public Administration, Business Administration, Social Work, Criminal Justice, or related field preferred. (Experience may be accepted in lieu of the degree).
• Minimum five (5) years of progressively responsible experience in shelter operations, homeless services, residential services, human services, or a related field.
• Minimum three (3) years of management experience overseeing multi-shift or 24-hour operations.
• Experience working within DHS, OTDA, supportive housing, emergency shelter, or similarly regulated environments strongly preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of DHS CARES, incident management requirements, and regulatory reporting standards preferred.
• Knowledge of OTDA, DHS, OSHA, FDNY, and applicable shelter regulations and standards.
• Strong understanding of access control procedures, security operations, emergency preparedness, and crisis management.
• Experience preparing for audits, inspections, monitoring visits, and regulatory reviews.
• Ability to interpret regulations, contractual requirements, policies, and procedures and implement operational controls.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to manage competing priorities in a fast-paced 24-hour environment.
• Proficiency in Microsoft Office Suite, Paycom, CARES, and other operational systems.
• F-80 Certificate of Fitness required or ability to obtain within required timeframe.
• Food Handler Certification required or ability to obtain within required timeframe.
• Naloxone Championship training required or ability to obtain within required timeframe.

Disclosure: This position is still pending DHS approval.