Position: Services Operations Manager - Veterans

Department: Harbor Care – Administration

Reports to: Director of Veteran Services

Pay Status: Full Time

Work Schedule: Flexible Schedule

Location: Nashua but travel to Harbor Care Veteran facilities across the State.

Remote work is limited.

The Job:

Do you want to make sustainable change in our community? Harbor Care Health and Wellness Center is seeking a talented and committed Services Operations Manager – Veterans to help further our mission.

COVID-19 Statement:

Please be aware that due to a Federal mandate, all Harbor Care employees are required to be vaccinated for Covid-19, unless granted an exemption.

About Harbor Care:

Harbor Care, formerly known as Harbor Homes and the Partnership for Successful Living affiliates, is an innovative health and human services non-profit organization that provides housing, healthcare, home health, behavioral health, addiction treatment, and more in collaboration with many community partners. Harbor Care is the new shared name of Harbor Homes, Healthy at Home, the Harbor Care Health and Wellness Center, and the Southern NH HIV/AIDS Task Force. We offer many programs specifically focused on our Military Veteran and homeless populations. Harbor Care integrates stable housing with vital supports such as: primary, dental, and mental health care, substance misuse treatment, employment services, and other wraparound supports proven to end homelessness, help change and save lives.

Benefits:

At Harbor Care, we consider our employees to be our greatest assets. We show this appreciation with our comprehensive benefit packages which include: Medical and Dental with a generous Employer Paid Portion. We also offer Voluntary Benefits such as Vision, Life Insurance, 401(k) with a competitive company paid match, and more. To promote a healthy lifestyle and living a well-balanced life, our employees are further benefited with a considerate time off policy and holiday schedule. In addition, employees can participate in our Employee Assistance Program to help support them and their families to handle life’s challenges.

Federally Qualified Health Centers (FQHCs):

Since Harbor Care is under the FQHCs umbrella, some of our staff members have the opportunity to participate in the wonderful Student Loan Repayment Program called the National Health Services Corps (NHSC). This is one of the many great benefits of working at Harbor Care. For more information about this Program, please cut and paste the link below into your browser.

https://nhsc.hrsa.gov/loan-repayment/nhsc-loan-repayment-program.html

Our Mission:

Our mission is to provide vital services, including housing and healthcare to all in our communities needing assistance.

Our Vision:

Our vision is one where everyone gets to live safe, stable, and healthy lives, filled with purpose, respect, and dignity.

Job Summary:

Harbor Care is an innovative health and human services non-profit organization that provides. housing, healthcare, home health, behavioral health, addiction treatment, and more in collaboration with many community partners.

Harbor Care seeks an Operations Manager of Veteran Services to work as a key member of a highly accomplished and skilled management team. The Operations Manager will report to the Director of Veteran Services and will help the organization address the many needs of our Veterans in the state of New Hampshire. We also offer many programs specifically focused on our military Veteran and homeless populations.

Basic Qualifications:

• A bachelor’s degree in a related field.
• A minimum of one-year experience working directly with Veterans, specifically homeless Veterans, is desired.
• A minimum of five years of staff management experience is required.

Preferred Qualifications:

• A master’s degree or other advanced degree in a clinical discipline or related field is highly desired.
• Previous clinical experience is a plus.

Knowledge, Skills and Abilities:

• Previous clinical experience is a plus.
• The operations manager will have broad knowledge on the issues and challenges experienced by the Veteran community.
• Knowledge of available Veteran resources in New Hampshire is desired.

Essential Duties and Responsibilities:

Under the supervision of the Director, oversees and helps to develop the activities of all the
Veteran affiliated programs within Harbor Care. This includes input into human resource
matters, budget input and management. The Operations Manager will be an advocate for our
Veterans and their needs. The operations manager also works collaboratively with staff to
ensure that all Harbor Care services are provided and developed with a high level of quality and efficiency.

The assigned duties and responsibilities include but are not limited to:

General:

• In collaboration with other leaders, work on Harbor Care’s goal of Ending Veteran
  Homelessness in New Hampshire.
• In collaboration with program managers, directly oversee the following programs:
  1. Homeless Veterans Reintegration Program (HVRP)
  2. Boulder Point Veteran Housing in Plymouth NH
  3. Grants Per Diem (GPD) transitional housing program
• Assist the Director with oversight of the following programs:

• Supportive Service for Veterans and Families (SSVF).
• Staff Sergeant Fox Suicide Prevention Program
• Other Veteran programs and services as developed.

• Work with internal and external stakeholders to raise awareness of Veteran issues.
• Assist with coordination of programming with partner agencies such as the Veterans
  Affairs (VA).
• Interact with the Veterans across our many programs to assist with service coordination.
  and advocacy.
• Present to large groups of people and organizations (virtually and face-to-face).
• Participate in organizational meetings and committees.
• Deliver presentations and trainings to a diverse group of professionals.
• Be available after-hours to help troubleshoot issues associated with Veterans and their families.
• Travel to Harbor Care facilities across New Hampshire as needed.
• May be assigned other duties as needed.

Staff Management:

• Establishes an environment of teamwork and open communication.
• Oversees the day-to-day efficient operations of Veteran affiliated programs within Harbor Care.
• Provides direction and oversight to staff by coaching and mentoring to achieve department objectives in the delivery of services to Harbor Care staff and clients.
• In collaboration with Program Manager, ensures appropriate staffing patterns for 24x7 support environment.
• Reinforces and communicates performance expectations and monitors compliance with performance standards.
• Sets realistic goals for staff to maximize productivity.
• Recognizes the merit of continuing education and encourages attendance at appropriate educational opportunities. Creates opportunities for employee participation in staff development.
• Facilitates the resolution of staff grievances and complaints Quality Assurance and Performance Improvement.
• Participates in Quality Assurance and Performance Improvement activities in Harbor Care.
• Ensures compliance with OSHA and other safety regulations.
• Ensures that department operations follow state and federal regulations.
• Assists with adverse event Root Cause Analysis as indicated.

Quality Assurance and Performance Improvement:

• Participates in Quality Assurance and Performance Improvement activities in Harbor Care.
• Ensures compliance with OSHA and other safety regulations.
• Ensures that department operations follow state and federal regulations.
• Assists with adverse event Root Cause Analysis as indicated.

Fiscal Management:

In collaboration with the Director and program managers, develop and manage the operational and/or grant budgets for the departments under the Operations Manager’s charge.

Consult with other program managers in the development of grant budgets as needed.

Tracks trends and make recommendations on cost savings opportunities.

Knowledge:

The Operations Manager will possess a bachelor’s degree in a related field.

A master’s degree or other advanced degree in a clinical discipline or related field is highly desired. Previous clinical experience is a plus. The operations manager will have broad knowledge on the issues and challenges experienced by the Veteran community. Knowledge of available Veteran resources in New Hampshire is desired.

Experience:

Military Veteran, military spouse or a Gold Star family member status is highly desired.

A minimum of one-year experience working directly with Veterans, specifically homeless Veterans, is desired. A minimum of five years of staff management experience is required.

Desirable Character Traits:

The Operations Manager will provide excellent customer service to all clients, residents, patients and staff.

Accountability:

The Operations Manager is accountable for everything their department does or fails to do in accordance with Harbor Care policies and procedures. This applies to day to day administrative and technical functions. The operations manager is also accountable for achieving performance expectations established by their supervisor.

Interrelationships Internal:

• The Operations Manager will need to work closely with other Harbor Care programs to achieve departmental success.
• The Operations Manager will effectively and openly communicate with the multi-disciplinary team.
• The Operations Manager will maintain a collaborative work relationship with peers in order to create a positive work environment.

External:

• The Operations Manager will work with external agencies to establish effective communications for the benefit of the Veterans we serve.
• The operations manager will also work directly with vendors and contractors to ensure that statements of contracted work are accomplished in accordance with Harbor Care’s expectations.

Manual and Visual Skills:

• This position requires the use of computer equipment for potentially extended periods of time.
• The Operations Manager will need to drive to Harbor Care facilities across the state. Valid driver's license and reliable transportation are required.

Physical Environment:

The physical environment is typical of an office and ambulatory care setting.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level is usually moderate.

Physical effort:

While performing the duties of this job, the employee’s physical effort may require the ability to stand, walk frequently, use hands, reach with arms and hands, talk and hear.

The employee frequently is required to sit.

The employee may be asked to lift and/or move up to 25 pounds.

Occupational Risks:

The duties of this job may subject the employee to potential exposure to occupational risks such as contagious contamination with infected bodily fluids.

Universal precautions and techniques are included in orientation.

Harbor Care’s Commitment:

Model and enforce the “Red Carpet Treatment” among staff and clients comprised of the following:

• Earn our clients' trust.
• Build long-term relationships.
• Give Clients the best possible experience to make them feel like they're coming to a place they belong.
• Provide the best quality of service.
• Treat every Client with dignity and respect with each encounter.
• You will prioritize communication from any Harbor Care employee seeking help for a client.

Harbor Care is an equal opportunity employer that is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.