Director of System Operations

About the Role:

The Director of System Operations oversees the coordination and performance of Central Florida’s homeless response system, including resource access, diversion, coordinated entry, and supportive housing services. This leadership role ensures services are aligned with best practices and regulatory compliance, while managing a high-performing team.

Key Responsibilities:

• Lead and supervise the System Operations team, including direct reports overseeing Access, Coordinated Entry, and Supportive Housing functions.
• Oversee the day-to-day operations of Central Florida’s Continuum of Care (CoC) access points, ensuring timely and equitable resource navigation, housing diversion, and mediation.
• Ensure compliance and performance of the CoC’s Coordinated Entry System, including real-time by-name list management and prioritization protocols using HMIS.
• Support implementation and continuous improvement of Rapid Re-Housing and Permanent Supportive Housing programs, ensuring adherence to Housing First principles and evidence-based practices.
• Monitor program effectiveness, track funder-required data, and produce performance reports.
• Promote a trauma-informed, person-centered approach throughout the system while ensuring alignment with federal, state, and local regulations.
• Facilitate cross-sector collaboration with agency partners, funders, landlords, and internal leadership to optimize system performance.
• Lead continuous quality improvement processes, incorporating feedback from staff and partners.
• Support federal and local initiatives including the annual Point-in-Time Count and funding application processes.

Qualifications:

• Minimum 8 years of experience in nonprofit program management or related field, with demonstrated success leading teams and achieving measurable outcomes.
• Experience working within a Homelessness Response System or Continuum of Care, including direct knowledge of Street Outreach, Emergency Shelter, and Supportive Housing operations.
• Proficiency in HMIS and data systems; strong skills in Microsoft Office Suite (Word, Excel, PowerPoint).
• Working knowledge of HUD CoC Program regulations, Housing First, Trauma-Informed Care, Motivational Interviewing, and Harm Reduction strategies.
• Strong leadership, communication, and problem-solving skills; able to manage multiple priorities and stakeholders.
• Understanding of landlord-tenant law and housing navigation practices.
• Lived experience with homelessness is strongly valued.

Physical Demands

While performing the duties of this job, the employee is regularly required to communicate in person or by telephone. The employee is frequently required to stand, walk and bend; to use his or her hands to finger, handle or feel objects, tools or controls; and to reach with his or her hands and arms. The employee must also be able to sit for extended periods of time. The employee must occasionally lift and/or move object weighing up to 40 pounds.

Work Environment

The position involves attention to detail and extensive organizational skills. The employee will lead a team as well as interface with clients, agencies and funders. The employee will be expected to travel to partner agencies as needed. Hybrid work arrangement will require at minimum 3 days/wk. of on-site office work. The employee will likely encounter and be expected to address challenges associated with clients’ experiences with long-term homelessness, mental health and substance abuse concerns, and other barriers to obtaining decent, affordable housing.

Conditions of Employment

• Provision of satisfactory references and completion of background investigation check
• Completion of a pre-employment drug screening as well as post-employment drug or alcohol tests upon reasonable suspicion of use
• Demonstrated computer literacy, which may be assessed through pre-employment testing.
• Completion of HSN new employee orientation and ALL required paperwork prior to reporting to work
• Compliance with all HSN Policies and Procedures.

ALL APPLICATIONS MUST INCLUDE A COVER LETTER AND RESUME; THOSE WITHOUT WILL NOT BE CONSIDERED.

This job description is not intended to provide, and should not be construed as providing, an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job. They are meant to be accurate reflections of the principal job elements essential for making fair and informed decisions about the job. Veterans and formerly homeless individuals are encouraged to apply.

Homeless Services Network of Central Florida [HSN] provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HSN complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.