Operations Coordinator - Assessment Center

Bowery Residents' Committee • New York, NY

9d

About The Position

The Site Coordinator provides leadership and oversight of the program’s 24-hour operations, ensuring a safe, structured, and client-centered environment. The role supervises frontline staff, manages daily operations, promotes compliance with agency and regulatory requirements, and supports quality service delivery. As a member of the program leadership team, the Site Coordinator fosters staff development, operational excellence, and collaboration to support positive client outcomes and effective program performance.

Work is performed in shelter and assessment center settings serving single adults and adult families. The programs provide a safe, supportive environment intended to promote stability, self-sufficiency, and progress toward permanent housing. The position involves regular interaction with individuals experiencing mental health conditions, substance use disorders, trauma, chronic health conditions, and other barriers to housing stability. Staff may need to respond to crises, behavioral incidents, medical emergencies, and other unpredictable situations using de-escalation techniques and established safety protocols. Work may involve standing, walking, conducting rounds, assisting clients, sitting for extended periods, and using computers and other office equipment. Employees may be exposed to unsanitary conditions, environmental hazards, and other conditions commonly associated with residential and homeless-services settings. Programs operate 24/7/365, including weekends and holidays; mandatory overtime may be required to ensure coverage and client safety.

The position is full-time, 37.5 hours per week.

Requirements

• Minimum of three years of experience in social services, including supervisory or management responsibilities.
• CPR certification or willingness to obtain certification upon hire.
• Strong leadership, coaching, organizational, communication, conflict-resolution, and interpersonal skills.
• Strong computer proficiency and ability to manage multiple priorities in a fast-paced environment.
• Bachelor’s degree preferred; an equivalent combination of education and relevant experience may be considered in lieu of a degree.

Nice To Haves

• Experience working in homeless services, residential programs, behavioral health, or other human services settings.
• Bilingual Spanish proficiency.
• Experience managing 24/7 residential or shelter operations.
• Demonstrated success in staff development, team building, and operational leadership.

Responsibilities

• Provide leadership, supervision, and support to the 24-hour Operations team, including Shift Supervisors, Community Technicians, and other assigned frontline staff, promoting accountability, professionalism, teamwork, safety, and high-quality client care.
• Recruit, hire, onboard, supervise, coach, train, and develop frontline staff; provide regular feedback, manage performance, support succession planning, and conduct staff development initiatives.
• Ensure Shift Supervisors train, cross-train, observe, rotate, and develop Community Technicians across applicable posts and operational functions.
• Oversee daily residential and operational activities, including client supervision, dormitory operations, activities of daily living support, meal services, facility operations, and overall program functioning.
• Ensure adequate staffing coverage across shifts and provide after-hours operational support under established on-call procedures; respond to critical incidents and urgent operational concerns requiring management intervention.
• Conduct observations, audits, and quality assurance reviews of staff performance, operational practices, documentation, and compliance with agency, program, contractual, and regulatory standards.
• Ensure compliance with BRC policies and procedures, DHS requirements, fire safety standards, and other applicable operational, safety, and regulatory requirements.
• Oversee accurate and timely completion of incident reports, logs, inventory records, operational documentation, and other required reports; monitor supplies and coordinate purchasing needs as appropriate.
• Participate in program management and multidisciplinary leadership teams, collaborating with clinical, medical, facilities, administrative, and operations staff to support coordinated service delivery and continuity of care.
• Partner with the Clinical Coordinator to support effective program leadership and uninterrupted client services during leadership absences.
• Engage directly with clients and support client-centered services by participating in case conferences, dorm meetings, client groups, and other appropriate engagement activities.
• Respond to emergencies and critical incidents, providing operational leadership and emergency First Aid/CPR assistance, including situations that may occur after scheduled hours.
• Perform other related duties as assigned.

Benefits

• Competitive health and dental plans, with coverage available for a spouse, domestic partner, and dependents.
• Minimum of three weeks of paid vacation, 12 paid holidays, and additional paid sick and personal time.
• 403(b) retirement plan with BRC matching contributions.
• Tuition assistance and career development and training opportunities.
• Flexible Spending Accounts for healthcare, transit, and childcare expenses.
• Free resources for legal, financial, and personal support.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager