Homeless Response System Operations Manager - Columbia, United States - Howard County (MD)

Description

Howard County

Conveniently located in the heart of central Maryland between Baltimore and Washington, Howard County offers the charm of a historic past mixed with the excitement of a cosmopolitan community.

Howard County Government

Howard County Government is a leader in innovation, sustainability, and consistently ranked as one of the best places to live and work in the country.

In 2023, Howard County Government received a record-breaking 51 Achievement Awards from the National Association of Counties (NACo) - the most in the state of Maryland.

NACo is the leading organization representing county-level government operations.

These awards recognize innovative and transformative programs that provide new services for county residents, improve existing programs, upgrade working conditions, and enhance citizen participation and public policymaking.

What are we looking for?

We are looking for outstanding individuals to join our team and contribute to excellence in Howard County operations.

What you'll like most about working at

Howard County Government:

• We are committed to workplace excellence in every area of County government.
• We have a highly talented, diverse, and inclusive workplace. Your input will not only be heard, but it will be encouraged
• We offer competitive compensation and great benefits including medical, retirement, and wellness programs.
• As a member of the Howard County Government team, you'll be helping drive our culture and directly impact what makes us an amazing place to work.

POSITION SUMMARY:

The Office of Community Partnerships is seeking an Operations Manager to oversee the coordination and implementation of homelessness services within the Howard County Continuum of Care of Homeless Services (CoC).

This is an administrative role that will oversee Coordinated Entry, HMIS and other Lead Agency staff to ensure an effective homeless response system.

The Operations Manager will interact with all current and future direct service programs and will guide the development of policies, establish benchmarks, create program standards and system performance measures; conduct analysis of programs to ensure compliance; review program effectiveness and evaluate problems; resolve problems and complaints; make recommendations for program modifications or development of new programs.

STARTING SALARY HIRING RANGE:
$ $39.38

$72,598 - $81,911


CLASS DESCRIPTION:

Performs advanced professional level human services work, which may include supervisory responsibility, under general supervision from an administrative or technical superior.

Work typically includes administrative support of a Division within the Department of Community Resources and Services; supervision over a major phase of citizen services delivery for the department; and planning, implementing, and evaluating program policies and procedures.

Work also includes negotiating and administering grants; preparing budgets; designing instruments for use in data gathering; and contacts with public, health, and social service agencies.

Include the following. Other duties may be assigned.


Policy Development & Management:

• Design, develop, and implement clear policies, workflows, and processes that underscore key system functions, incorporating stakeholder needs and feedback.
• Make recommendations on the formulation of policy and procedures, ensuring they align with the strategic goals of the organization.
• Present, communicate, and advocate for policy recommendations before the board, ensuring clarity and alignment with strategic goals.
• Evaluate administrative procedures to ensure they are in line with established policies and recommend changes where necessary.
• Continuously assess and revise policies to improve system performance, efficiency, and effectiveness, using a data-driven approach.
• Conduct research on a wide variety of program topics including contract feasibility, budget proposals, and operational alternatives.
• Understand, interpret, explain, and apply applicable federal, state, and local policies, laws, and regulations.

Performance Tracking & Optimization:

• Strategically oversee the monitoring and analysis of performance metrics, employing data-driven methodologies to identify areas for systemic improvement and innovation.
• Lead the compilation and in-depth analysis of performance data to identify historical and emerging trends, making executive decisions on variances that require immediate attention.
• Develop, implement, and continuously refine a comprehensive set of Key Performance Indicators (KPIs) to effectively measure the impact and effectiveness of policies and strategies in achieving organizational objectives.
• Synthesize complex performance data into executive-level reports, providing a holistic view of system strengths and weaknesses, and offering strategic recommendations for enhancement.
• Direct the coordination and execution of professional-level administrative, programmatic, quality control, and compliance activities across various housing programs, ensuring alignment with organizational goals and objectives.
• Spearhead analytical and operational studies on departmental and programmatic activities, evaluating alternatives and making high-level recommendations; oversee the implementation of procedural, administrative, and operational changes after board approval.

Stakeholder Coordination & Partnership:

• Build and nurture relationships with various entities, ensuring smooth collaboration and synchronization of efforts towards strategic objectives.
• Act as a liaison between internal teams, external partners, and decision-makers, fostering a cohesive approach to system challenges.
• Participate in CoC meetings with staff from various agencies to ensure alignment and effective coordination.
• Maintain regular and open communication channels to understand stakeholder needs and concerns and address them effectively.
• Develop relationships with various stakeholders to create value for the organization and enhance understanding of organizational, program, and system issues.

Continuous Improvement & Learning:

• Stay updated on emerging trends, tools, and practices in system performance management, integrating relevant knowledge into strategies and practices.
• Facilitate a culture of continuous improvement, encouraging feedback, participation, and iterative refinement of system processes and policies.
• Researches and resolves problems and complaints, ensuring that lessons learned are integrated into future planning and operations.
• Conducts research and analysis in a variety of areas of system programs, including best practice services models, financial planning, and financial operations, aiming to improve cost-effectiveness.

Strategic Plan Implementation & Oversight:

• Provide leadership in the implementation of the strategic plan to end homelessness in Howard County, ensuring it informs all stakeholder decisions and actions.
• Develop and manage actionable steps with timelines, setting priorities, identifying key partners, defining performance measures, and tracking progress.
• Leads the System Performance Committee of the CoC Board, facilitating the development and implementation of new and revised programs, policies, procedures, and methods of operation.
• Recommend and implement enhancements to ensure effective systems and services are in place, including the development of policies and procedures.
• Assists with grant opportunities, serving as a subject matter expert regarding specific program responses; participates in grant audits and monitoring visits.
• Participate in activities related to Emergency Management as requested, including work outside normal business hours.

SUPERVISORY RESPONSIBILITIES:
This position will supervise two (2) Human Services Specialist Is as well as additional staff.

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Bachelor's degree and three (3) years' experience or the equivalent combination of education and experience.

PREFERRED EDUCATION, KNOWLEDGE, SKILLS AND ABILITIES:

• A Bachelor's Degree in Public Administration, Social Services, Business, or a related field, AND a minimum of three (3) years of work experience in program administration, development, evaluation, and/or contract administration
• Strong interpersonal skills, excellent oral and written communication skills and the ability to work well with an ethnically diverse population.
• Strong computer proficiency especially with Microsoft Office (Word, Excel, PowerPoint), database management and spreadsheet applications necessary.
• Proficiency in virtual platforms and use of technology for human services delivery.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to touch, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell.

The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.

The noise level in the work environment is usually moderate.

LANGUAGE SKILLS, MATHEMATICAL SKILLS AND

REASONING ABILITY:

LANGUAGE SKILLS:
Ability to read, analyze and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries from customers, regulatory agencies, board members, and members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.


MATHEMATICAL SKILLS:
Ability to calculate figures and amounts such as discounts, interests, commissions, proportions and percentages.


REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Possession of a valid driver's license.