Operations Supervisor - 11-145-SC Anaheim Emergency Shelter (TEMOPORARY-6 Months)

Operations Supervisor

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 :

• 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.
• Responsible for coordination and 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.
• 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.
• 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 Kettlecare (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 :

Minimum Qualifications :

Skills, Knowledge & Abilities :