Assistant Operations Manager - Emergency Housing

Hiring Range: $33.65 to $35.00 hourly

Department: Resident Services

Status: Full-Time, Exempt

Reports to: Associate Director of Homelessness Prevention Initiatives

Supervises: Assistant Manager, Site Staff, Contractors, and Vendors

Schedule: Evening and weekend hours are required. Participation in an on-call rotation is required.

The Harbor Place Assistant Operations Manager (HPAOM) works in close partnership with the Operations Manager to support effective daily operations of Harbor Place, a motel-based emergency housing program serving individuals and families experiencing homelessness, including guests participating in specialized housing programs. The HPAOM provides day-to-day operational leadership in close collaboration with the Operations Manager, supports staff and manages guest services to maintain a safe, welcoming, trauma-informed environment for guests, staff, and community partners.

This role combines social services coordination, hospitality operations, crisis response, guest support, facilities management, community collaboration and team leadership to ensure responsive, compassionate service delivery while maintaining operational efficiency, consistency, and accountability.

DUTIES AND RESPONSIBILITIES

Staff Support, Coordination, Leadership & Development

• Assist in the recruitment, onboarding, training, scheduling, and retention efforts in accordance with CHT policies to promote sustainable operations.
• Provide coaching, mentoring, and a positive example to site staff, providing feedback and supporting formal supervisory process as needed under the direction of the Operations Manager.
• Serve as an accessible resource for staff regarding operations questions, guest concerns, and program procedures.
• Identify staff training needs and opportunities for development.
• Reinforce expectations of professional conduct, documentation, communication, confidentiality and workplace safety.
• Model trauma-informed practices, professional boundaries, sound judgment, and effective crisis response.
• Promote a supportive workplace culture recognizing vicarious trauma, compassion fatigue, and burnout.
• Facilitate effective communication across shifts regarding operational priorities and emerging concerns.

Operations & Facilities Management

• Assist the Operations Manager with building operations, maintenance, custodial functions, technology systems, security systems, and contracted services, documenting prioritizing and communicating needs as appropriate.
• Coordinate vendors, contractors, service providers, and internal departments including room turnovers, cleaning, repairs, and preparations for incoming guests, tracking all projects through resolution or completion, escalating to Operations Manager or Associate Director as appropriate.
• Assist in the implementation of preventive maintenance, safety, security, and sustainability initiatives, recommend improvements where applicable.
• Conduct, coordinate and/or oversee property and room inspections and room readiness assessments.
• Monitor and replenish inventory as needed, maintaining all records and inventory in a tidy and organized manner, assist with the monitoring and management of linen services and operational resources as assigned.
• Coordinate with Site Security related to activities on site, identifying and mitigating trends as applicable. Coordinate expectations on camera review, walk-around site inspection and reporting to Operations Manager.

Guest Services, Safety, and Crisis Response

• Promote a welcoming, respectful, inclusive, and trauma-informed environment recognizing guest dignity and rights, educating guests regarding program expectations, resources and procedures.
• Address routine guest conflicts, behavioral concerns, and policy violations through de-escalation and appropriate interventions. Respond to medical emergencies, behavioral health crises, substance use-related incidents, interpersonal conflicts, and safety concerns, coordinating with first responders, crisis teams, healthcare providers, and other community partners as appropriate.
• Report all incidents in a timely and accurate manner, documenting and following up according to site protocols or as appropriate.
• Identify emerging and/or significant safety needs and trends, communicating proactively and recommending solutions or operational changes to the Operations Manager and Associate Director.
• Carry out operational policies and enforce site rules respectfully and consistently.

Financial & Administrative Management

• Review, code and approve invoices as assigned in a timely and accurate manner.
• Support billing, reporting, and contract compliance requirements.
• Maintain appropriate vendor, supply, systems and maintenance records in a complete and organized manner.
• Identify and share opportunities to improve efficiency, reduce costs, or otherwise improve operations, and raise concerns regarding observed risks to Operations Manager as appropriate.

Community Partnerships & Guest Service Coordination

• Maintain collaborative relationships with referring agencies, healthcare providers, case managers, housing organizations, and community partners.
• Coordinate routine partner communications about arrivals, departures, service needs, and operational concerns and facilitation communication regarding continuation of services.
• Refer guests to appropriate service providers and community resources and participate in case consultations and service coordination meetings as assigned.
• Identify appropriate interventions for guests experiencing challenges maintaining their stay or navigating transitions.
• Coordinate on-site programming, resource distribution, and guest services with partners.
• Identify and communicate recurring guest needs, service gaps, and partnership opportunities to the Operations Manager.

QUALIFICATIONS

• Bachelor’s degree or equivalent experience in social work, human services, hospitality, business, property management, or a related field.
• Three years of relevant operational experience.
• Experience providing direct service to vulnerable populations.
• Must demonstrate a solution-oriented approach to crisis management and ability to remain calm and exhibit good judgment under pressure.
• A commitment to providing excellent service to staff and guests is essential.
• Understanding of and ability to apply trauma-informed practices, crisis intervention, de-escalation, and professional boundaries.

Preferred Qualifications

• Shelter operations experience.
• Prior supervisory or coaching experience is strongly preferred.
• Experience using HMIS, familiarity with Vermont’s emergency housing system and homelessness response network.
• Knowledge of harm reduction and complex medical, behavior health, or substance use needs and experience coordinating with healthcare and social service partners.
• Experience with building operations, maintenance, inspections and vendor management.

COMPETENCIES

• Leadership and team mentorship and ability to lead by example.
• Trauma-Informed & Person-Centered Practices: Approaches guests and staff with empathy, consistency, and respect. Crisis management and de-escalation and ability to recognize and respond effectively and appropriately to emergency situations a safety concern
• Basic knowledge of building systems, ability to proactively identify and address items of concern.
• Accountability, operational planning, organization, and proficiency using Microsoft Word, Excel, and Outlook with an aptitude for learning software systems.

Physical and Mental Abilities: The Harbor Place Assistant Operations Manager must be able to perform the essential functions of the position, with or without reasonable accommodation. This role requires regular movement throughout the facility, including standing, walking, climbing stairs, bending, reaching, and occasionally lifting or carrying items weighing up to 50 pounds. The position may require responding to resident, staff, or facility emergencies, including during evenings, nights, weekends, or inclement weather conditions. The employee must be able to operate standard office equipment, use a computer for extended periods, and communicate effectively in person, by telephone, and electronically. The role also requires the ability to observe facility conditions and resident activities to maintain a safe and secure environment.

Champlain Housing Trust is committed to providing reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the position.

WORK ATMOSPHERE

Mission-driven nonprofit motel-based emergency housing program providing service to individuals and families experiencing homelessness, including guests with complex medical, behavioral health, and social service needs. The work is dynamic, requiring interaction with guests, partners, and community stakeholders, and regularly engaging in crisis intervention. The Assistant Operations Manager maintains a regular on-site presence, provides hands-on daily support, and responds flexibly to changing needs. Occasional evening and weekend work and participation in a defined on-call rotation may be required based on program needs and staffing arrangements.

EMPLOYER RIGHTS AND DISCLAIMERS

This job description is not a contract for employment. It is a list of duties and expectations. However, it should not be considered a complete list of expected duties. Duties may be added, dropped, or changed at any time.

The job qualifications may change at any time. Champlain Housing Trust may add, drop, or change any qualifications for the position in order to fit changes in the organization. This job description should not be interpreted as a complete list of job qualifications.

This document does not extend an offer for permanent or continuous employment. Champlain Housing Trust is an at-will employer.