Assistant FARO Operations Manager Advancing Collective Transformation (SB ACT) Santa Barbara, CA Job Details Full-time $72,000 - $80,000 a year 2 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Gym membership Qualifications Spanish Individual crisis management Team supervision Staff scheduling Social service program staff supervision Operations coordination planning Team scheduling English De-escalation techniques Conflict de-escalation Performance management Team development Bachelor's degree Staffing management Operations planning Full Job Description Position Overview SB ACT operates the FARO Center as a coordinated service hub for individuals experiencing homelessness. The Assistant FARO Operations Manager is FARO's second-in-command and a regular on-duty operational leader. The position's primary responsibility is FARO management coverage: leading shifts, supervising Ambassadors, enforcing policy, managing escalated client situations, directing real-time operations, and opening or closing as assigned. When the FARO Operations Manager is unavailable, this position assumes routine day-to-day authority so Executive Director coverage is not required. The secondary responsibility is Day Habilitation support under the Community Services Manager's functional direction. Work allocation is flexible; adequate FARO coverage always takes priority. Responsibilities This position exercises sound managerial judgment, maintains firm and respectful boundaries, and provides visible floor leadership.

Key responsibilities include:

Operational Authority & Acting Manager

• Serve as on-duty operational lead and direct staff, security, vendors, partner activity, and client flow.
• Assume the FARO Operations Manager's routine authority when that manager is off site, leaves early, is on vacation, or is otherwise unavailable.
• Make immediate decisions in escalated client situations, including de-escalation, emergency support, activity changes, and same-day safety actions consistent with policy.
• Enforce existing policies consistently. Consult the FARO Operations Manager on lasting procedural changes or longer-term client access restrictions whenever circumstances permit.
• Escalate major safety, legal, compliance, and formal personnel matters to the FARO Operations Manager or Executive Director, as appropriate. Center Operations & Safety
• Open and close FARO as assigned and complete required safety, security, and readiness checks.
• Lead assigned shifts, including staff deployment, breaks, partner coordination, client flow, and day-of schedule adjustments.
• Provide management coverage during the Operations Manager's breaks, days off, early departures, illness, and vacations.
• Direct incident and emergency response, coordinate with security or emergency services, and ensure accurate follow-up documentation.
• Monitor the facility, supplies, equipment, and service environment and address or escalate gaps.
• This is not a standing on-call role; occasional urgent schedule changes or after-hours contact may be required. Ambassador Supervision & Accountability
• Direct the Ambassador team as a shift lead, assign work, set priorities, and ensure duties are completed to standard.
• Enforce professional boundaries, respectful conduct, confidentiality, attendance, and assigned role responsibilities.
• Provide coaching, redirection, training, and onboarding; address and document performance concerns promptly.
• Provide meaningful input on hiring, evaluations, scheduling, and corrective action. Formal discipline and termination remain with the FARO Operations Manager and Executive Director.
• Build a calm, firm, consistent culture that supports client dignity, safety, accountability, and appropriate limits. Day Habilitation Participant Support When FARO is adequately covered, provide practical, nonclinical Day Habilitation support to walk-in and scheduled participants under the program structure and functional direction established by the Community Services Manager.
• Support practical skill-building related to transportation, daily living, forms and benefits, community participation, conflict resolution, appointment preparation, and resource navigation.
• Provide warm handoffs and assist participants in following through on referrals, appointments, and next steps identified through the program.
• Facilitate approved individual or group activities using goals, workflows, materials, and service standards established by the Community Services Manager.
• Complete timely documentation for eligible services personally delivered in SB ACT-approved systems and only to the extent required for the role.
• Maintain the minimum necessary access to participant information and follow all confidentiality, consent, and secure-record requirements.
• Provide practical, nonclinical skill-building and navigation support within approved Day Habilitation activities. Refer needs outside the position's scope to the Community Services Manager or an appropriate service provider.
• Share service gaps, recurring participant needs, and implementation feedback with the Community Services Manager, who retains ownership of program design, assessments, plans, quality, compliance, and expansion.
• Day Habilitation work will initially occur primarily at FARO. Work at another approved site may be assigned later in coordination with both managers. Partner, Facility & Community Coordination
• Coordinate day-of needs of partner agencies operating at FARO, including workspace, schedules, client flow, and adherence to center guidelines.
• Address routine security, janitorial, vendor, equipment, and facility concerns and escalate contractual or budget matters to the FARO Operations Manager.
• Respond professionally to operational questions or concerns from neighbors and surrounding businesses and promptly escalate significant patterns or risks.
• Support onboarding and orientation of new partners after organizational agreements and expectations have been established. Systems, Documentation & Confidentiality
• Maintain accurate incident reports, operational logs, shift handoffs, opening and closing records, and other required documentation.
• Use SB ACT-approved systems only after receiving the training and access appropriate to assigned duties.
• Access, discuss, and document participant information only when necessary for assigned responsibilities and within the person's training and authorization.
• Protect confidential information in staff conversations, meetings, records, and electronic systems, and promptly report privacy or security concerns.
• Identify recurring operational gaps and recommend improvements to the FARO Operations Manager and Community Services Manager, as applicable. Strategic Alignment & Decision Rights
• Implement approved operational procedures and help translate management direction into clear daily expectations for staff and partners.
• Provide regular operational updates to the FARO Operations Manager and promptly communicate unresolved risks, staffing concerns, and service barriers.
• Participate in planning and recommend procedural improvements; do not independently adopt material policy, program, staffing, or budget changes.
• Coordinate priorities with the Community Services Manager for Day Habilitation work while remaining accountable to the FARO Operations Manager for schedule, coverage, and overall performance.

Duties and work allocation may evolve as FARO and Day Habilitation grow. The position is expected to adapt to operational requirements consistent with the authority, scope, and level of this role. Reporting Relationships The Assistant FARO Operations Manager reports to the FARO Operations Manager and regularly exercises delegated supervisory and shift-lead authority over Ambassadors and center operations. For Day Habilitation assignments, the position works under the functional direction of the Community Services Manager, who owns the program model, participant plans, quality, compliance, and development. This functional coordination does not create a separate personnel reporting line.

ESSENTIAL FUNCTIONS & WORK ENVIRONMENT

• Perform the essential functions of the position with or without reasonable accommodation.
• Work primarily onsite at FARO and interact directly with participants, Ambassadors, partner agencies, vendors, security personnel, and community members.
• Perform opening and closing assignments, remain available and visible throughout assigned shifts, and respond promptly to changing center conditions and safety needs.
• Use computers and communication tools for scheduling, operational records, incident documentation, participant-service documentation, and routine coordination.
• Occasionally travel to another approved Day Habilitation or program site when assigned in coordination with both managers.
• Manage multiple priorities and exercise sound judgment in a busy, public-facing service environment.

WORK EXPERIENCE/REQUIREMENTS

• Bachelor's degree or an equivalent combination of relevant professional experience, training, and demonstrated leadership ability; no specific field of study is required.
• Approximately 3-5 years of relevant experience in site operations, shift leadership, staff supervision, facility management, or another complex public-facing environment.
• Demonstrated ability to supervise staff, set expectations, hold people accountable, address performance concerns, and maintain clear professional boundaries.
• Strong judgment and the ability to make calm, timely, independent decisions during conflict, de-escalation, safety incidents, and changing operational conditions.
• Experience coordinating schedules, facility operations, vendors, partners, and multiple competing priorities.
• Strong written and verbal communication skills, including accurate incident, performance, and service documentation.
• Ability to work primarily onsite, perform opening and closing assignments, and adapt the schedule to operational coverage needs.
• Experience in human services, homelessness response, Day Habilitation, community-based programs, or trauma-informed settings is preferred but not required.
• Bilingual English/Spanish skills are preferred.

POSITION INFORMATION

• $72,000-$80,000 annually, salary commensurate with experience
• Full-time, salaried exempt position
• Health, dental, and vision insurance
• Phone plan
• Gym membership

EQUAL OPPORTUNITY & REASONABLE ACCOMMODATION SB ACT

is an equal opportunity employer and does not discriminate based on any characteristic protected by applicable law. Reasonable accommodations are available for qualified applicants and employees with disabilities.

Pay:

$72,000.00 - $80,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person