About Rising Ground

Founded as an orphanage in 1831, Rising Ground has been at the forefront of evolving community needs. Driven by the belief that each of us can thrive when life has hope and opportunity, Rising Ground provides caring support and proven paths to positive change, helping children, adults, and families rise above adversity, and each year, Rising Ground is a positive force in the lives of more than 72,000 individuals annually. We do this through 101 programs across 138 sites, throughout New York City and Westchester. Our strong belief and commitment to diversity is shown not just through our work with supported persons but is integral to the building of a strong staff that reflects the communities we serve. Rising Ground is headquartered in New York City.

Summary/Objective

The Operations Manager reports to the VP, Operations and is responsible for managing, coordinating and supporting general administrative functions of the organization and operations of Rising Ground Hub Locations. The successful candidate is a champion for customer service and high standards of operation and efficiency.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

1. Prioritize and champion excellent customer service, both externally, as the first point of contact for outsiders with Rising Ground, and internally, as a support arm to staff across all office and programmatic locations.

2. Oversight of administrative functions serving the entire organization, including but not limited to, document storage and retention, processing insurance, liability, workers comp endorsements, and postage/shipping.

3. Supervise and support administrative staff, including Hub Supervisors, Front Desk Associates, Mail Clerks at Hub Locations and Administrative Headquarters; Maintain relief schedules and arrange for substitutions in times of emergency, vacation or illness

4. Spearhead and manage operational functions across hub locations, including front desk administration, incoming call center, conference room and desk booking, and visitor management.

5. Maintain high standards for excellent communication, office cleanliness, and efficiency of operation; establish feedback loop on office operations and continually analyze and improve upon protocols to improve office culture and productivity

6. Liaise and collaborate with other lead team members of the operations departments, to triage and solve challenges, and bring about greater accountability and customer service for staff and Persons Supported.

7. Manage special projects, as assigned by VP, Operations and other administrative leaders, focused on improvement of systems and protocols at office locations

Additional Duties

· Develop and implement consistent, first point of contact protocols and standards, for Rising Ground reception areas, providing excellent customer service and exhibit professional/compassionate conduct representing Rising Ground mission and values

· Manage Document Storage and Retention Project, including:

o Program administration responsibilities for coordinating new accounts, permissions, training, and troubleshooting technical or programmatic issues

o Archived record requests, responding to subpoenas and record requests from officials and former clients

o Handling of transcript requests from former students

o Content Management, assisting departments transitioning from paper record storage to scan and catalog for digital retention

o Manage initiatives and guide staff upgrading from manual protocols to paperless workflow

· Serve as admin lead on room/desk booking software, responsible for coordinating new accounts, permissions, training, updating rooms and landing spots and troubleshoot issues; oversight and coordination of event/training utilization within hub locations

· Coordinate and monitor supply ordering, including stocking of supplies in staff lounges, office supplies, paper, cleaning supplies

· Liaise and monitor performance of vendors, including but not limited to cleaning companies, copier, water cooler, kitchen supply, plants, and delivery coordination

· Participate as member of Safety, Security and Emergency Preparedness Committee, including but not limited to assisting in coordination with planning efforts, implementation of new systems, conducting drills and exercises and guiding/teaching staff best practices to better manage unforeseen incidents or emergencies; obtain necessary certifications to conduct drills or operate life safety equipment

· Coordinate property management matters with landlord/super, as needed, for hub locations in commercial office buildings

· Assist with coordination and collaborate with Fleet Unit for Interoffice Delivery route

· As needed, fill in as front desk support and answer incoming calls, directing inquiries to appropriate staff/departments

· Develop and conduct office open/close procedures to ensure sites are accessible during business hours and secured during overnight hours

· Manages paper, hospitality, office supply and cleaning supply inventory for all Departments within hub sites or program locations

· Maintain the reception and various common office areas

· Maintain and update staff phone/email directories and seat assignments

· Receives, catalogs and distributes incoming shipments to receivers.

· Manage conference room booking and provide support by ensuring staff have access to online booking system, troubleshoot conflicts, and coordinate provision of any additional support services for specialized meetings (chair setup, furniture delivery, custodial services, audio-visual requirements); Order food, setup equipment and provide/deliver supplies as needed for specialized meetings

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

· Strong organizational skills, advanced written and verbal communication skills

· Strong computer skills (ie.MS Word, Excel, Outlook) and the ability to learn new programs

· Strong customer service orientation; demonstrates compassion and understanding towards program staff and other stakeholders, even under frustrating and/or challenging circumstances

· Excellent multi-tasking and time management skills; prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

· Strong presentation skills and professional acumen

· Excellent team player with the ability to work independently

· Quality control - demonstrates accuracy and thoroughness and monitors own work to ensure quality.

· Safety - actively promotes and personally observes safety and security procedures and uses equipment and materials properly.

· Problem solving - identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

· Interpersonal Skills - maintains confidentiality, remains open to the ideas of others and exhibits willingness to try new things.

· Adaptability - adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.

Additional Requirements:

· Authorized to work in the U.S.

· Ability to work in-person in New York City (NY) for at least 3 days or more per week. (Make changes based on role)

· Ability to travel to other Rising Ground sites (if required) (Make changes based on role)

Our Commitment to Diversity, Fairness, and Belonging

Rising Ground is comprised of unique and valued individuals who together make the organization effective in assisting the children, adults and families who come to us for support. We believe that only when all employees contribute fully as their true selves can Rising Ground's true strength, vision, and values come to fruition. We recognize the ubiquitous social biases and structures that impact and shape the experiences of all people, including our own staff and people supported. Among the many biases present in our society that shape our personal and professional experiences race, gender, sexual orientation, and gender expression are all factors that can present hurdles. As such, Rising Ground is committed to being an anti-racist and inclusive organization that will actively strive to overcome both systemic and interpersonal biases that perpetuate oppression.

Equal Employment Opportunity Statement

It is the policy of Rising Ground that the Agency wholly complies with equal treatment of all

employees and applicants for employment without unlawful discrimination as to an individual’s

perceived or actual race, creed, color, national origin, alienate, citizenship status, gender, gender

identity, age, disability, marital status, partnership status, sexual orientation, ethnicity, religion, or

veteran status in all employment decisions, including but not limited to recruitment, hiring,

compensation, training and apprenticeship, promotion, upgrading, demotion, downgrading, transfer, layoff and termination and all other terms and conditions of employment.

Supervisory Responsibility

This role will supervise Hub Supervisors at hub locations in the Bronx, Harlem, Jamaica and Brooklyn the Administrative Headquarters in Herald Square. The position itself will be based at Rising Ground’s Herald Square Headquarters.

Work Environment

While performing the duties of this job, the employee regularly works in an office setting but can also be required to travel throughout organization sites.

Physical Demands

Ability to carry up to 10 or 15 pounds

Position Type/Expected Hours of Work

This is a full-time position, 35 hours per week. Monday through Friday, hours 9:00am-5:00pm with some variation as needed. Occasional availability after hours or weekends

Travel

Will be required to travel between Rising Ground sites and offices as necessary

Required Education and Experience

1. High School Diploma or equivalent is required

2. The applicant must have a minimum of 3 years relevant experience

3. Valid NYS Driver’s License

4. Must be proficient in Microsoft Office Suite, emails and calendaring

Preferred Education and Experience

1. A bachelor’s degree is preferred

SALARY: $70,000 - $75,000