Assistant Manager, Safety & Operations

Job description

**About Glide** GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and to thrive. GLIDE is on the forefront of addressing some of society’s most pressing issues, including poverty, housing and homelessness, and racial and social justice. GLIDE’s mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization. **Position Summary**: The Community Safety & Operations Assistant Manager oversees the daily management and administration of GLIDE’s community safety operations. This position supports the Community Safety and Operations Manager to ensure GLIDE’s mission, values, operations plan, and contract compliance are met. The Assistant Manager supervises, coaches, mentors, and leads the Safety Team to carry out the department’s daily operations, oversee the security of GLIDE’s assets, and facilitate client access to services. In this role, you will enforce policies and procedures for the department and make recommendations for improving them. Responsibilities for this role will sometimes require evening and/or weekend duties. ### Essential Duties and Responsibilities - Support the Community Safety and Operations Manager by enforcing GLIDE’s operations and emergency response plans. Ensure that all Safety Monitor roles in the operations plan are fulfilled as specified to ensure building safety, inside and out, as well as building perimeter safety (1-2 blocks in each direction). Spend approximately 85-90% of your time providing direct, hands-on security, reception, navigation, and management (this is a front-line assistant manager position; incumbent must be able to fill in for staff when necessary). - Supervise an operational shift (AM, PM, Overnight); optimize staff scheduling to meet seven-day operational needs. Provide written feedback each week by tracking KPIs for shift fulfillment, lost time, and building checks. Provide each staff member with weekly feedback. Collaborate on hiring and staffing decisions and design onboarding and training schedules for new team members. - Safeguard GLIDE assets, including mail, packages, and donations as they enter the building; ensure adherence to all SOPs. Track and document mail/package/donation delivery, pickup, disposition daily. - Model a strong work ethic, operational integrity, excellent attendance, professional and respectful language, and a client-centric approach while providing ongoing coaching and professional guidance to the Safety Team. Create a high-performance team that exemplifies inclusivity and unconditional love; propel GLIDE’s mission and values. - Lead conflict and crisis resolution efforts, modelling effective use of de-escalation and trauma-informed practices. - Collect and analyze safety monitor round reports daily to provide insight for continuous improvement within safety and partner departments (for example, facilities, ambassadors, TAY HWC, welcome center, and meals). - Maintain weekly-to-bimonthly written feedback and documentation to support GLIDE’s progressive discipline and coaching programs. Collaborate with Human Resources to develop and implement policies, procedures, and practices, and training that proactively address staffing, workflow, and performance challenges. - Maintain strong partnerships with other GLIDE departments and neighborhood organizations, including Free Meals, Community Ambassadors, Welcome Center, Bridges Home, and Neighborhood Block Groups. - Mediate and resolve conflicts involving staff, volunteers, visitors, neighborhood residents, and clients in a timely, professional, and trauma-informed manner. Serve as backup/substitute to manager as a liaison to the Withdrawal From/Return To Care Team, including conducting incident investigations, maintaining documentation, and meeting with clients to review expectations for return to services. - Document, report, and analyze incidents to identify root causes and implement preventative measures. - Identify and address operational gaps to improve departmental performance and ensure effective support for Safety staff and other GLIDE stakeholders. - Work with the Events Steering Workflow/Committee to plan and execute logistics for all GLIDE events. Partner with the Safety & Surroundings Committee to help co-host monthly gatherings. - Prepare weekly staff schedules and review timesheets for accuracy, completeness, and timely submission; escalate concerns regarding attendance, punctuality, or performance to the Manager. - Serve as lead during the Manager’s absence. - Perform other duties as assigned. ### Minimum Qualifications - Unassailable integrity and commitment to GLIDE’s mission of radical inclusivity through unconditional love. - Strong people manager who can lead a team and work collaboratively with staff who have a range of lived experience. - 3+ years of direct supervisory experience managing the coordination of people, workflows, and resources. - Experience working in and with vulnerable and marginalized communities. - Must have strong communication (verbal and written), presentation and conflict resolution skills; including the ability to deescalate sensitive situations with tact and diplomacy. - Ability to prioritize, coordinate, and organize administrative projects and processes. - Ability to prioritize tasks, balance multiple assignments, meet deadlines, and thrive in a complex environment. - Proficiency working with MS Office suite, especially having intermediate skills in Excel. Database experience preferred. - Basic math skills. ### Physical Requirements - Activities that occur frequently are: standing, walking, sitting and handling. - Ability to work on a computer and see details of objects at close range. - Ability to hear within normal range, and communicate effectively (in person, telephone or zoom). - Finger dexterity and the ability to use all standard office equipment.