Deputy Director of Operations

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Deputy Director of Operations

Market Range:

MR23

Approved Date:

3/4/2024 6:46:47 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

M5

Career Level Description:

Management Level 5

Job Code:

100213

Job Family:

General Management

Sub Family:

Human Services Management

Primary Purpose

Provides leadership by providing operations and administrative support functions for all service positions.  Leads departmental initiatives (i.e. Facility Master Plan), which have department-wide and community impacts. Collaborates with the Director of Human Services in the direction and/or coordination of all functions of the Wake County Human Services department including extensive review and analysis of work functions and operations. Partners with the HSD in eliminating ineffective work systems and implementing and installing improved systems and completes related work as requested.

•

Reviews service demand, capacity, and project trends and analyzes alternatives, fiscal management and budgeting, contract management, responding to RFPs, and grant development. Provides analysis of departmental and program goals, consumer outcomes, and community needs. Interprets policies, establishing procedures, and continuous quality development. Provides staffing development, training, and succession planning. Contributes project planning, regional networks, customer support (call center and records), and community relations and consumer affairs.

1

35%

•

 Represents the department in intra-county planning and management forums as well as external county and community-wide initiatives. Convenes with the management team and external providers and stakeholders.

2

30%

•

Leads community-based and regional center services planning and facility design. Reviews major staff move management, workplace safety, efficiency and adjacency analysis, and future planning. Manages capital project development, facility upgrades and designs, and prioritization.  Oversees signage, space use policy development, and environmental and safety policy development.

3

20%

•

Ensures professional growth and training opportunities are available to all direct and indirect reports. Ensures that all team members complete mandated training.

5

15%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Assists and mange agenda items going to the Board of Commissioners

•

Participates and/or hear appeals and/or staff concerns regarding disciplinary actions

•

Directs human resources activities, including the approval of human resource plans or activities, the selection of directors or other high-level staff, or establishment or organization of major departments                                         

•

Provides general business support to senior management and operations management  

•

Serves as backup to the Department Human Resources Business Manager as needed   

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M5

Career Level Description:

Management Level 5

•

Directs multiple Divisions within a Department and/or manages a complex business oversight program with significant County-wide impact. Creates strategies for Divisions and has significant influence on overall Department budget.

•

Responsible for identifying and directing implementation of changes to processes, systems or standards to enhance improvement of Department(s).

•

Communicates within and outside the Department(s). Has significant influence with regard to the County or Department's practices and approaches.

•

Achieves goals through Division heads and/or Directors in areas of responsibility. Serves as an extension of the Department Head by holding other teams accountable for delivery.

•

Creates staffing plans for Department. Has hiring, firing, promotion and reward authority for direct reports.

•

Requires advanced management and leadership knowledge to oversee diverse programs. Has master-level knowledge and skills within a specific technical or professional discipline with strong understanding of other areas within the Department or across the County.

Qualifications

•

Bachelor's degree in Human Services, Health or related field

•

Seven years of experience in public sector management in a healthcare or social services setting including at least three years of supervisory experience

•

Equivalent education and experience are accepted

•

Master's Degree

Or

•

Bachelor's Degree

And

•

10 Years

Operations Management

•

Ability to interact and communicate effectively with individuals at all levels of the organization with tact and diplomacy

•

Superior customer service skills, integrity, and commitment to collaboration and forward-thinking efficiency

•

Demonstrated ability to move projects forward and successfully implement comprehensive change to HR policies, procedures, and systems

•

Ability to work in a highly structured, measurement-oriented environment

•

Strong communication, writing, and organizational skills.

•

Ability to identify, analyze and solve complex/technical problems

•

Knowledge of raw materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of goods.

•

Supervision skills with ability to provide guidance and professional support to staff, offer regular feedback, hold staff accountable, and serve as a mentor

•

Strong foundation in project management principles and techniques as well as principles of contract management. 

•

Exceptional critical thinking ability with demonstrated troubleshooting and problem-solving skills

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Professionalism

Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Maintains calmness in stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations.

Change Management

Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace.

Influence

Asserts own ideas and persuades others, gaining support and commitment from others; mobilizes people to take action, using creative approaches to motivate others to meet organizational goals.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

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

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate in-depth information for the purpose of interpreting and/or negotiating

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X