Service Quality and Performance Manager
2 weeks ago
About Us:
About Us:
Making Opportunity Count is a non-profit human services organization dedicated to fostering positive change and improving the lives of individuals and families in Central Massachusetts.
We are committed to promoting community development, delivering essential services, and enhancing holistic well-being.~ Comprehensive Health, Dental, and Vision Insurance
~ Company Funded Life Insurance and Long-Term Disability
~ Flexible Spending Account
~ 13 Paid Holidays
~ Immediate 403b Employer Contribution, 100% Vesting on Day One
Reporting to the Director of Shelter Operations and serving as a vital member of the Senior Management Team, the Service Quality and Performance Manager will oversee the daily operations of the shelter program, including facility maintenance.
This role is essential in supporting the operational effectiveness of the shelter.The position requires a professional demeanor, ensuring that all operational tasks are executed in alignment with MOC's standards of practice.
The Service Quality and Performance Manager will build and enhance relationships with partner organizations, vendors, thought leaders, and community resources; participate in community meetings, events, and activities as necessary.Demonstrated strength in hiring, recruiting, managing, developing, coaching, and retaining team members, empowering them to elevate their levels of responsibility and performance.
Collaborate with staff to achieve key performance indicators across all program areas to ensure consistent, high-quality evaluation and goal setting for all employees.
Foster a culture of accountability among team members by driving individual and organizational performance standards.The Service Quality and Performance Manager engages in both strategic initiatives and hands-on program execution and administrative matters.
Assists with the development, implementation, and analysis of the department's outcome measures and data collection processes.Ensures that all client files and documentation of services are maintained according to quality assurance, grant reporting, and auditing standards.
Monitors the health, safety, and welfare of clients and department personnel by ensuring adherence to program service philosophy, policies, and procedures.
This role provides regular and ongoing direct supervision to employees delivering direct services within the department, including task delegation, follow-up on task completion, coaching, and performance evaluation.
Provide weekly updates to the Director of Shelter Services regarding census data, personnel issues, or any other relevant matters that may impact the efficient and effective delivery of services to clients.
As a member of the Management Team, participate in regular leadership meetings, establishing and ensuring compliance and quality assurance with operating policies and procedures.
Proficiency in software applications, particularly Microsoft Office (Word, Excel, Access, PowerPoint, and Outlook).~ Proven ability to work with diverse community and organizational groups.
Well-developed assessment skills and crisis management capabilities.
Experience in shelter operations, housing stabilization, clinical services, and trauma-informed care.
A strong commitment to Diversity, Equity, and Inclusion (DEI) and the ability to lead cultural competency discussions and planning sustainably over the long term.
Must be 18 years or older.Our non-profit Environment: Our values-driven work atmosphere focuses on making a meaningful impact in our community.
Championing Diversity, Equity, and Inclusion:
We actively promote and celebrate diversity in all forms by embracing diverse perspectives, backgrounds, and experiences while ensuring equitable opportunities for all employees to thrive.
We offer comprehensive training programs, mentorship, and advancement opportunities to assist employees in the pursuit of their career goals.
We believe in the potential of individuals and the power of diversity to drive innovation and success. Your unique experiences and perspectives are what help us shape the future of Making Opportunity Count.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
People of color, members of Tribal Nations and Native communities, LGBTQ-identified individuals, gender-nonconforming individuals, people with disabilities, veterans, and individuals who speak a language in addition to English are strongly encouraged to apply.
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