The Housekeeping and Operations Lead is an essential staff position responsible for ensuring that the 24/7 Emergency Shelter building is clean, safe and sanitary. Through both direct cleaning work and supervision of a small team of staff, the Lead ensures a positive environmental experience for the participants temporarily living in the Residential Program. Area of oversight includes appearance, cleanliness, and maintenance of the Residential Program; material goods inventory, control, and distribution; and liaising with residents to ensure they feel comfortable and to help resolve conflict. Because residents are traumatized by intimate partner violence, the sudden experience of homelessness, and may have unrelated trauma experiences from their lives, the Lead must work closely with the Residential Manager and Lead Resident Advocate to ensure the Residential Program is welcoming and comfortable. Leads must have a firm understanding of trauma, the effects of trauma, engaging traumatized people, and be comfortable working in a Voluntary Services program model. This position is also responsible for contact center coverage on the 24 hour hotline and is an essential staff member for the Residential Program, requiring one week of on-call coverage per month and one Saturday shift per month. The Lead is responsible for developing an excellent working relationship with other HRM program and its staff, as well as external stakeholders, to ensure the timely, effective and seamless provision of services and must have the maturity and leadership skills to work with people from economically and culturally diverse backgrounds in many different capacities. This position is based at the confidential Shelter location in Baltimore City, and is performed 100% on site.
Primary Responsibilities:
· In conjunction with the Residential Manager, direct, manage, oversee and hire Housekeeping and Operations staff; oversee and coordinate work allocation, training, supervision, and performance evaluation of the staff and ensure that all work related to customer service and daily Residential operations is timely, accurate, and effective. Hold Team Meetings regularly.
· Work closely with the Residential Manager to provide content for and execute training of all Operations staff on health and safety issues, best practices cleaning, and trauma informed resident engagement and crisis intervention skills.
· Act as a mentor to new staff, demonstrating expected cleaning routines and safety standards, answering questions and facilitating relationships within and outside of the agency.
· Establish and modify staff schedules as necessary to ensure 24/7 Residential coverage.
· Actively oversee the ETO data entry efforts of staff by ensuring they have the skills to utilize the software’s capabilities and putting processes in place to ensure consistent, timely, accurate, and quality entries.
· Coordinate among staff the collection of daily, weekly, and monthly data information such as census, attendance, room occupancy, rent, and other key data indicators.
· Assist in preparing reports and compiling statistics as necessary.
· Establish and ensure standards and methods for building cleanliness, including all public spaces and residential rooms. Maintain up to date written procedure manuals related to these processes.
· Execute a daily cleaning routine focused on staff office space and picking up routines of staff on leave as needed.
· Organize and participate in a schedule of rotating deep cleaning efforts designed to maintain the upkeep of the building and ensure a clean, healthy and safe environment.
· Monitor building and document need for maintenance repair and safety hazards, and work collaboratively with Maintenance department and service contractors to resolve issues quickly and efficiently.
· Inventory and prepare orders to ensure adequate stock of cleaning supplies, linens, and other items needed for smooth operations of the program.
· Respond to building mechanical emergencies and security threats to manage any immediate crisis and involve appropriate staff as necessary.
· Answer 24 hour hotline as back up to Contact Center.
· As part of the Residential Leadership Team, screen and accept new residents into the Emergency Residential program, welcome new participants and complete orientation and intake paperwork as needed, and participate in weekly house meeting with program participants.
· Act as liaison to Service Coordinators and Therapists, providing information on program participants’ stay in Residential Program, facilitating material needs distribution, expressing concerns, and reporting successes.
· Rotate on call duties among Residential Leadership, making decisions relative to emergent situations, and providing holiday and relief coverage, including overnight emergency coverage, as needed.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
*Please no calls regarding position