1. Job Summary
As the Operation Head at New Hope Community Services, you will play a vital role in driving our mission to bring change into the lives of the displaced and disadvantaged in our community. This position is responsible for overseeing the operational aspects of our shelter / programme, ensuring the safety and well-being of our residents / clients are prioritised. Additionally, you will contribute to refining decision-making processes and implementing strategies to enhance operational effectiveness within the shelter / programme. The Operation Head works collaboratively with our dedicated cross-functional teams, community partners, and stakeholders, to be a Beacon of New Hope to the displaced and disadvantaged in our community.
2. Key Responsibilities
Client Supervision
- Oversees all administrative, residential, and operational aspects of the Single Room Shared Facilities (SRSF) Programme. This includes supervision of staff and workmen on site, attending to, addressing, and reporting feedback issues, conflicts, and grievances of the authorised occupiers.
- Ensure smooth day-to-day operations of the SRSF Programme, ensuring safety and security.
- Assist in the admission and orientation of new SRSF Programme residents.
- Supervise handling day-to-day general enquiries from residents and visitors of the SRSF Programme.
Conflict Management
- Manage moderate to significant disputes that may occur between co-living residents.
- Respond to incidents within rental units, such as de-escalating crisis situations and notify the Management / Housing and Development Board (HDB).
Unit Maintenance / Logistics
- Assist in logistical matters for effective functioning of facility and activities facilitation.
- Ensure effective and efficient utilisation of facilities including common activities rooms / areas, kitchen, and other recreation rooms.
- Implement schedules to put in place inspections and maintenance of the SRSF Programme on all equipment, fittings, and installations.
- Assist in the planning, implementation, monitoring and evaluation of new projects, improvement, retrofitting, or upgrading works.
- Implement Inventory & Assets Management including requisition, storage, issuance and compliance in the disposal and condemnation of the properties.
Workplace Safety and Health
- Plan, implement, and supervise the review of security access control systems.
- Address potential and actual security issues through recommendation, implementation, and review of action plans.
- Plan, supervise, and review the implementation of emergency response and crisis management plans.
- Develop, review, and oversee the enforcement of facility rules, and management of disciplinary issues and incidents.
- Assist in carrying out regular inspections on fire safety and conducting fire drills, including tabletop exercises, to educate and prepare staff for fire emergencies, and to ensure all related equipment is in good order.
- Ensure that the SRSF Programme complies with all regulatory, licensing, safety, and environmental requirements.
Stakeholder Management
- Promote neighbourliness by providing guidance, support, and mediation, working collaboratively with other teams to uplift the SRSF Programme residents to achieve stability, self-reliance, and social mobility.
- Assist to support and liaise with consultants, vendors, and internal staff to manage cyclical maintenance.
- Provide guidance to Centre Head pertaining to operation matters and in liaising with external parties for the maintenance of shelter premises.
- Manage and liaise with stakeholders when necessary.
Administrative
- Ensure compliance with budget provisions, financial regulations, and administrative procedures on all activities pertaining to procurement, contracts, inventory management, and control.
Others
- Any other related duties in New Hope CS as assigned by the Reporting Officer.
3. Accountability
- Reports to Centre Head and Director of Social Work
4. Competency Requirements
Core Competencies
- Communication: Excellent interpersonal and communication skills for effective communication with residents, team, community partners, and stakeholders.
- Leadership: Excellent team player with strong leadership and responsibility skills.
- Collaboration: Willing to work with the homeless and destitute. Able to handle shelter residents politely yet firmly.
- Good analytical and problem-solving skills.
- Self-motivated individual with the ability to work independently.
Technical Competencies
- Proficiency in IT Systems and Microsoft Office Suite (e.g., Microsoft Word, Excel, PowerPoint, etc.).
Education and Experience:
- Minimum Degree in relevant disciplines
- At least 3 years of relevant working experience in similar sectors
- Willing to work shift hours (including weekends, and overnight shifts) and be operationally ready for emergency deployment on off-days.
The intent of this job description is to provide a representative summary of the major duties and responsibilities of the position. You may be required to perform job-related tasks other than those specifically presented in this description. This job description does not constitute a contract of employment.
