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Director of Agency Operations

Primary Role:

The Director of Agency Operations plans, coordinate, and direct a broad range of services that allows the organization to operate efficiently. The individual in this position will insure that agency programs and facilities operate as intended by the Executive Director, Board of Directors and as defined by agency guidelines and funding sources. This position will be required to provide leadership for Program Managers and insure that the services provided are sufficient to meet the agency goals of individual self-sufficiency, design and conduct monthly staff development meetings designed to update and upgrade the quality of services the agency provides, and serve in an administrative capacity in all matters relevant to employment of direct service workers in the agency. This individual will also be responsible for developing a relevant in-house tracking system utilizing programmatic data from program managers, data clerk and computer technician. The Director of Agency Operations attend and assist Executive Director in the bi-weekly monitoring of Program Managers progress of aiding Success Coaches, Caseworkers in meeting client case plans.


The Director of Agency Operations coordinates space allocation, facilities maintenance and operations, and major property and equipment procurement, security, recycling, wellness and transportation services if needed. Additionally, this position ensures that contracts, insurance requirements, and government regulations and safety standards are followed and up to date. They may examine energy consumption patterns, technology usage, and personal property needs to plan for their long-term maintenance, modernization and replacement.

Reports to:  Executive Director


Organizational Effectiveness:

  • Assists the Executive Director in all matters related to the employment of direct service workers.

  • Assists Executive Director in providing leadership for Program Managers, Caseworkers, Maintenance and Facilities management.

  • Receives programmatic statistical data and analysis from Program Managers, clerical support, or computer technician in preparation for presentation to Executive Director, Board and Funding Sources.

  • Participates and provides written and oral update to Executive Director during bi-weekly meetings.

  • Provides written update for monthly board meeting.

  • Provides written update and support for Internal Operations Committee.

  • Re-trains and upgrades new and existing agency staff.

  • Designs and conducts monthly staff development meetings to improve service quality.

  • Provides monthly assessments tot the Executive Director and Sr. Finance Director for facilities management.

  • Reviews the agency's services to ensure they meet the goals in agency guidelines.

  •  Prepares budget request to support service goals in concert with the Executive Director.

  • Stays abreast of guidelines or regulations regulated to all funding sources.

  • Assists in other special projects as determined by the Executive Director or Board of Directors.

  • Aids the Sr. Finance Director in leadership in the absence of the Executive Director.

Enhance Community Collaboration

  • Attends and serves on community job-related committees to stay abreast of changes in agency service population.

  • Monitors services in the wider Winston-Salem community to ensure that agency services are appropriate to community problems, and develops proposals for service changes when necessary.


  • Serves as an ambassador for the Experiment in Self-Reliance and respects the integrity of the organization.

  • Serves as a team player and assists in furthering the mission of the organization.

Reasoning Ability

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to walk, stand, crawl, bend, stoop, climb, use hands to finger, handle, or feel; and reach with hands and arms, here. The employee frequently required to sit and talk. The employee may occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job includes close vision, distance vision, peripheral vision, and depth perception.

Work Environment

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is rarely exposed to outside weather conditions. The noise level in the work environment is usually low to moderate.


  • The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

Licenses, Registrations, Certifications

  • Valid Driver’s License and reliable transportation that may be used in the performance of duties.


  • Director of Agency Operations must possess a 4-year degree in Social Work Degree or related field and a minimum of 8-10 years’ experience in business administration.

  • Experience in a low-income population.

  • Have proven supervisory or administrative content.

  • Must have a capacity to collaborate cooperatively with people with varied personal backgrounds.

  • Be able to supervise and lead program managers, caseworkers, maintenance, property management, and build appropriate referral networks in the community.

  • Strong interpersonal, written, and oral skills

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