Senior Center Services Operations Manager

• Coordinates with other Departments, Area Agencies on Aging, State, Local, and other entities to maximize services to older people
• Coordinates activities between departmental functions to maximize efficiencies and optimize services provided
• Ensures maximum services are provided with available resources
• Coordinates all meal program activities with contracted meal service provider
• Writes Procedures and Work Instructions for Metro Senior Center Services processes; review and update annually; maintains electronic records to document same
• Establishes mechanisms to monitor program activities, service deliveries, customer service satisfaction, and billing error rates; identify and implement improvements needed for customer service, efficiency, and quality
• Ensures Senior Center Services compliance with laws, regulations, policies, and licensure requirements pertaining to services provided; maintains electronic records to document same
• Prepares reports concerning activities of programs and areas of responsibility, including reports to management on goals, objectives, and progress; maintain electronic records of same
• Audits Senior Center Services compliance with applicable laws, regulations, policies, and licensure requirements; implements corrective action to address issues identified; maintains electronic records to document
• Establishes procedures and due dates for staff record keeping, client record keeping, documentation, and billing; monitors for compliance; implements corrective action to address issues identified; maintains electronic records to document same
• Maintains staff work schedules to ensure adequate coverage, assigns and distributes workload
• Develops and implements a plan to meet regulatory staff training requirements; maintains electronic records to document same
• Trains staff in specific job tasks and assists as needed
• Responds to requests for information for audits, surveys or investigations
• Identifies and recommends solutions to problems
• Responds to customer questions/complaints
• Continually assesses and improves department’s performance
• Approves performance standards, objectives, and methods for monitoring
• Leads staff in the identification of program objectives
• Sets in place processes for systematic improvements
• Develop Senior Center Services contract budget based on funding allocations and establish service delivery goals to utilize resources available
• Monitor contract budget status monthly and adjust service deliveries accordingly
• Approves purchases and expenditures of department
• Assists in preparation of department budget as requested
• Monitors income and expenses monthly, adjust as needed to stay within approved budget
• Supports and encourages organizational and employee development
• Communicates and reinforces organizational values
• Defines and shares departmental purpose/vision with staff
• Leads and gains support of others in overcoming defined obstacles
• Manages change by positive and timely communication
• Participates in problem solving discussions and demonstrates support of outcomes regardless of personal view
• Practices a supervisory/management style which contributes to a positive and productive work climate for all employees
• Works within policies and procedures for personnel actions, e.g., performance evaluations, counseling, leave, approval, selection, orientation, etc.
• Regularly meets with staff individually and as a group to provide feedback, problem-solve and to communicate information
• Regularly utilizes positive reinforcement to develop and motivate employees
• Celebrates achievement of department and staff

• Bachelor’s degree, advanced degree preferred or
• 4 years management experience
• Aging services and Human services experience preferred

Knowledge, Skills, Abilities

• Knowledge of specialized work to be supervised
• Knowledge of regulations and requirements of funding sources and services
• Knowledge of statutory requirements related to programs/services
• Knowledge of principles of fiscal management
• Knowledge of principles of personnel management
• Knowledge of principles of quality management
• Ability to coordinate activities across programs/departments
• Ability to analyze financial data
• Ability to collect and compile data
• Ability to set standards and objectives
• Ability to problem solve
• Ability to evaluate the effectiveness of programs/services
• Ability to operationalize plans
• Ability to interact with and understand various database structures
• Ability to adequately perform computer functions using MS Office products
• Ability to provide a positive working environment for staff