Operations Supervisor - Veterans and Family Services (SSVF)

Position Summary

The Supervisor plays a vital role in ensuring that veterans and their families receive high-quality, compassionate, and reliable services in a safe, welcoming, and supportive environment. This position provides day-to-day operational leadership, supports and develops staff, and promotes a culture of accountability, collaboration, respect, and continuous improvement. Working closely with Site Operations Coordinators, Care Team Supervisors, Clinical Supervisors, and site leadership, the Supervisor helps ensure that program operations run effectively and that staff have the guidance, resources, and support needed to serve veterans and their families successfully.

Operational Leadership and Program Excellence

• Lead and oversee the day-to-day operations of the assigned site or location in accordance with contractual obligations, licensing, certification, accreditation, and agency standards.
• Maintain a safe, secure, clean, and welcoming environment that supports the dignity, well-being, and needs of veterans, their families, staff, and visitors.
• Coordinate staffing schedules, shift coverage, inventory, supplies, and maintenance needs to promote continuity of services and effective program operations.
• Monitor program workflow, delegate responsibilities effectively, and ensure operational priorities, deadlines, and performance goals are met.
• Review and approve employee timecards and paid time off requests, coordinating unpaid leave with Human Resources as appropriate.
• Assist with budget development and monitoring to promote responsible use of resources and alignment with program goals.
• Partner with the Supervisor, Associate Director, and site leadership to implement initiatives that strengthen operations, improve service delivery, and support organizational objectives.
• Identify opportunities to improve processes, address operational challenges, and enhance the overall experience of veterans and their families.
• Respond to operational needs as necessary to maintain effective site functioning and ensure essential services remain available.

Veteran- and Family-Centered Service

• Promote a culture of respect, compassion, professionalism, and accountability that recognizes the experiences, strengths, and needs of veterans and their families.
• Support a service environment that prioritizes safety, dignity, responsiveness, and individualized support.
• Foster collaboration and communication across service lines to promote coordinated, integrated, and consistent support for veterans and their families.
• Work collaboratively with program and clinical teams to identify barriers to effective service delivery and help develop practical solutions.
• Model professional boundaries, ethical decision-making, and respectful interactions with clients, families, colleagues, and community partners.
• Help ensure that operational decisions support the program's mission and contribute to positive experiences and meaningful outcomes for the people served.

Staff Leadership, Development, and Accountability

• Recruit, interview, and participate in hiring decisions for staff within the assigned area of responsibility.
• Provide consistent supervision, coaching, and guidance to help staff build their skills, strengthen performance, and fulfill their responsibilities effectively.
• Identify staff training and development needs and ensure employees receive appropriate onboarding, training, and ongoing support.
• Conduct 90-day performance reviews for new employees and annual performance evaluations for all directly supervised staff.
• Establish clear expectations, promote teamwork, and recognize opportunities to strengthen staff engagement, communication, and professional growth.
• Address performance concerns promptly, fairly, and consistently, coordinating corrective action with Human Resources when needed, up to and including formal notice or termination.
• Build a positive team culture in which staff understand how their individual contributions support veterans, families, colleagues, and the overall mission.

Safety, Quality, and Continuous Improvement

• Monitor site conditions and coordinate with facilities and maintenance personnel to address safety concerns, repairs, maintenance needs, and environmental compliance.
• Ensure compliance with applicable regulatory requirements, licensing, certification, accreditation, contractual obligations, and agency policies and procedures.
• Participate in site audits, peer reviews, and agency Continuous Quality Improvement (CQI) initiatives.
• Monitor program performance, review outcome data, and use findings to identify opportunities for improvement and strengthen service quality.
• Prepare, review, and submit required reports accurately and within established timelines.
• Follow established protocols for responding to, reporting, documenting, and resolving unusual incidents.
• Anticipate potential risks, use effective intervention and de-escalation skills, and take appropriate action to prevent or mitigate crises.
• Promote a proactive approach to safety, quality assurance, and problem-solving to protect clients, families, staff, and the organization.

Collaboration and Communication

• Maintain effective working relationships with internal teams, external partners, service providers, and other stakeholders.
• Communicate clearly, professionally, and respectfully to support shared goals and effective coordination of services.
• Address conflict in a timely, constructive, and solution-focused manner.
• Share operational concerns, emerging needs, and opportunities for improvement with appropriate leadership.
• Perform other duties as assigned to support program operations and the organization's mission.

Required Knowledge, Skills, and Abilities

• A commitment to supporting veterans and their families through respectful, responsive, and mission-focused service.
• The ability to build positive working relationships with internal and external customers, staff, clients, and families.
• Strong leadership skills, including the ability to supervise, coach, motivate, and develop staff.
• Effective conflict-resolution skills and the ability to address concerns openly, professionally, and in a timely manner.
• Strong organizational, time-management, prioritization, and multitasking skills.
• Attention to detail and the ability to maintain accurate documentation and meet reporting deadlines.
• Effective verbal and written communication skills.
• Sound judgment, problem-solving abilities, and the capacity to respond appropriately to changing operational needs.
• The ability to maintain appropriate professional boundaries and uphold confidentiality, ethical standards, and agency policies.
• The ability to recognize potential risks, respond to challenging situations, and promote a safe and supportive environment.
• A collaborative mindset and the ability to work effectively across teams and service areas.

Job Requirements

• High school diploma or equivalent.
• At least two years of supervisory experience or five years of operational or administrative support experience.
• Valid driver's license and current automobile insurance.