Operations & Services Manager

LIFEMOVES•San Mateo, CA

1d•$67,000 - $90,000

About The Position

LifeMoves is the largest and most effective provider of housing and services for neighbors experiencing homelessness in Silicon Valley since 1987. Our Mission is to end homelessness by providing interim housing, supportive services, and building collaborative partnerships. With 40 programs, LifeMoves gives our neighbors experiencing homelessness a temporary place to call home while providing intensive, customized case management through site-based programs and community outreach. POSITION PURPOSELifeMoves | First Step for Families (FSF) provides interim supportive housing in San Mateo to 39 families. During their stay, clients participate in holistic services tailored to each household’s unique needs and goals. Clients receive support to build self-sufficiency and return to housing stability, including but not limited to accommodations, meals, laundry, case management, and therapy. The team supports clients with housing, employment, benefits, physical and behavioral health through case management, workshops, and connection to specialized resources. The First Step for Families (FSF) Operations & Services Manager (OSM) reports to the Program Director and provides oversight, support and resources to staff across all shifts (day, swing, and overnight) operating within 24/7 program sites. This management position plays a key role in supporting daily operations, safety, and overall program success. They model the agency’s values by treating everyone with respect and care, creating a culture where clients and staff feel welcomed, empowered, and supported. The FSF Operations & Services Manager focuses on building strong team relationships, inspiring professional growth, and maintaining a healthy, positive program culture. They provide trauma-informed supervision and coaching to staff, partner with leadership to identify training needs, strengthen communication, and ensure consistent delivery of high-quality, client-centered services and accurate data input. Additionally, this role helps keep the program safe and supportive by working with staff and clients to identify concerns, provide education, and develop solutions. They maintain positive relationships with community partners and funders, ensure contract compliance, and lead with curiosity, creativity, and collaboration to move the program forward.

Requirements

Bachelor's Degree in related field required; or an Associate's Degree with 3-5 years of progressively responsible experience in related field. Related fields may include direct involvement in peer advocacy, community outreach, housing services or roles within the homelessness services field.
Technology: Comfortable using technology, including phone and messaging systems, email, Microsoft and Google Suites, and databases to complete administrative tasks, case management, reporting, and tracking outcomes, and performance management software.
Direct Service Experience: Minimum of three years in a leadership role within human or social services, supporting vulnerable populations.
Care, Respect, Empathy: Demonstrates empathy, professionalism, and respect for all individuals.
Emotional Regulation: Stays calm and supportive in stressful situations and uses de-escalation skills.
Growth Mindset: Open to feedback and training in trauma-informed, harm-reduction, and client-centered care.
Team & Independence: Works well independently and collaboratively.
Documentation: Maintains clear documentation and organization.
Organization/Prioritization: Organized, detail-oriented, and proactive.
Advocacy Skills: Advocates effectively across systems to secure client benefits and resources.
Resource Identification & Research Skills: Identifies and connects clients to housing, employment, health, and social supports.
Partnership Engagement: Builds collaborative relationships with partners and providers to strengthen client outcomes.
Delegation: Distributes tasks effectively to balance workload and ensure team accountability.
Crisis Response: Responds calmly and effectively to crises using trauma-informed and de-escalation strategies to support staff and clients.
Boundaries: Maintains and models healthy, professional boundaries demonstrating the importance of self-awareness, self-care, and sustainability in the human services field. Supports staff in doing the same through coaching, reflection, and strengths-based feedback. Helps staff recognize signs of boundary-crossing and develop strategies for maintaining personal and professional limits.
Best Practices: Maintains familiarity with harm reduction, Mental Health First Aid, and other relevant best-practice approaches.
Program Model and Philosophy: Consistently models agency values, program philosophy, and mission-aligned behaviors.
Group Facilitation Skills: Confident leading group discussions or workshops that promote learning, collaboration, and empowerment. Uses group settings to foster learning, collaboration, and positive group dynamics.
A valid [State] driver’s license and reliable transportation are required.
Must be able to travel throughout the Bay Area as part of regular duties.
Must maintain vehicle insurance as required by law and agency policy.
The employee is regularly required to talk, hear, and communicate with others in the workplace.
The employee must frequently use hands or fingers and handle or feel objects, tools, or controls.
The employee must frequently stand, walk, sit, and reach with hands and arms.
The employee must occasionally lift and/or move up to 50 pounds.
Specific vision abilities this position requires include close vision, distance vision, and the ability to adjust focus.

Nice To Haves

Public Speaking: Comfortable presenting to internal and external audiences (preferred).
Facility & Safety Lens: Consistently maintains a safe, clean, and well-functioning facility while identifying and addressing safety or maintenance needs.

Responsibilities

Program Operations, Compliance, and Quality Ensure program services are safe, trauma-informed, welcoming, and effective.
Partner with leadership to manage budgets, data, and other needs that support program goals.
Support high-quality client services by modeling trauma-informed, strengths-based engagement and maintaining a small caseload as needed.
Ensure staff documentation and service delivery meet accuracy and compliance standards.
Ensure compliance with agency, funding, and regulatory requirements (e.g., HUD, Fair Housing).
Support data collection, audits, and continuous improvement efforts.
Leadership and Supervision Provide supervision and coaching to staff using trauma-informed and strengths-based practices.
Lead meetings, manage hiring, scheduling, and evaluations to maintain clear communication and a positive, professional program culture.
Community and Stakeholder Partnerships Build and maintain strong relationships with community partners, businesses, and agencies.
Represent LifeMoves professionally and help educate partners about programs and services.
General Agency Responsibilities Participate in agency-wide meetings, initiatives, and training programs as needed or directed including but not limited to partner meetings, board meetings and fundraising events
Fully participate in all required trainings. This includes completing trainings by assigned deadlines, actively engaging during sessions, and applying what you learn to your daily work.
Attend continuing education opportunities to grow expertise and uphold agency standards.
Be available to work occasional evenings and weekends as needed or as schedule describes.
Perform other duties as assigned to meet program and organizational needs.
Program Operations, Compliance, and Quality Ensure 24/7 sites remain clean, safe, welcoming, and well-maintained for all.
Provide onsite guidance to team members, ensuring coordination of services and smooth implementation of program activities.
Support staff in developing and facilitating groups, workshops, and activities for clients.