Operations Support Coordinator - Facilities

Position Summary

The Operations Support Coordinator – Facilities serves as Hope Services' primary liaison between Hope Services and the outsourced facilities management provider (NeXgen). This position is responsible for coordinating day-to-day facilities activities, managing the Noda-Fi work order system, maintaining all facilities-related records, monitoring vendor performance, and ensuring service levels are achieved across all Hope Services locations.

This position does not perform facilities maintenance work and does not supervise maintenance technicians. Instead, the role focuses on coordination, documentation, contract administration, compliance, reporting, and ensuring outsourced services are delivered effectively.

Essential Duties and Responsibilities

Vendor Coordination

• Serve as the primary point of contact between Hope Services and NeXgen.
• Ensure work orders are assigned appropriately.
• Monitor vendor response and completion times.
• Coordinate site access for vendors.
• Escalate unresolved or critical issues to the CFO.
• Conduct regular service review meetings with NeXgen.

Noda-Fi Facilities Management System

• Administer the Noda-Fi Facilities Management System.
• Review work order status daily.
• Monitor SLA compliance.
• Verify work order completion.
• Generate weekly and monthly management reports.
• Track recurring maintenance trends.

Facilities Records Management

Maintain a centralized repository for all facility records including:

• Leases
• Certificates of Occupancy
• Building permits
• Site plans
• Floor plans
• Fire inspections
• Fire alarm reports
• Fire sprinkler reports
• Elevator inspections
• HVAC maintenance
• Backflow inspections
• Generator inspections
• Environmental reports
• ADA documentation
• Insurance certificates
• Vendor contracts
• Preventive maintenance records
• Warranty information
• Equipment manuals
• Facility operating documentation

Ensure all records remain current, organized and audit-ready.

Vendor Contract Administration

• Maintain vendor contact information.
• Track contract expiration dates.
• Monitor insurance certificates.
• Track contract renewals.
• Coordinate vendor onboarding documentation.
• Assist the CFO with contract administration.
• Maintain service level performance reports.

Utility Coordination

Coordinate with Accounting regarding:

• Electric accounts
• Gas accounts
• Water accounts
• Sewer accounts
• Internet services
• Utility account documentation

Preventive Maintenance Coordination

• Monitor preventive maintenance schedules.
• Coordinate access with program locations.
• Verify scheduled maintenance has been completed.
• Maintain preventive maintenance records.
• Report overdue maintenance activities.

Compliance Support

Maintain documentation supporting compliance with:

• Fire & Life Safety
• ADA
• OSHA
• Local Building Codes
• Environmental regulations
• Joint inspections
• Insurance requirements

Prepare documentation for audits, CARF surveys and regulatory reviews.

Capital Projects Support

• Coordinate communication between Hope Services and contractors.
• Maintain project files.
• Track project schedules.
• Maintain warranty documentation.
• Coordinate close-out documentation.
• Support project reporting.

Customer Service

• Respond promptly to facility requests.
• Communicate project status with program managers.
• Resolve customer concerns.
• Coordinate emergency response communications.
• Maintain high customer satisfaction.

Key Performance Indicators (KPIs)

The Operations Support Coordinator will be evaluated on:

• 95% of work orders acknowledged within one business day.
• 95% of vendor response times meet contractual SLAs.
• 100% of required facility records maintained and audit-ready.
• 100% of vendor insurance certificates remain current.
• 100% of contract renewal dates tracked.
• Monthly facilities dashboard delivered by the 5th business day.
• 95% customer satisfaction from Hope managers.
• Zero missed regulatory inspections due to documentation deficiencies.
• 100% of preventive maintenance documentation current.
• Quarterly vendor performance scorecards completed.

Qualifications

• Associate's or Bachelor's degree in Business Administration, Facilities Management, Public Administration or related field preferred.
• Minimum five years of experience in facilities coordination, property administration, project coordination, vendor management or office administration.
• Experience working with computerized maintenance management systems (CMMS) preferred.
• Experience managing records and regulatory documentation.
• Strong Microsoft Office skills, particularly Excel, Word and Outlook.
• Excellent organizational and customer service skills.
• Ability to manage multiple priorities simultaneously.
• Strong written and verbal communication skills.

Knowledge and Skills

• Vendor management
• Contract administration
• Records management
• Project coordination
• Customer service
• Report preparation
• Regulatory compliance documentation
• Document control
• Time management
• Problem solving
• Attention to detail

Physical Requirements

• Primarily office-based work with periodic travel to Hope Services locations.
• Ability to occasionally inspect facilities and access mechanical rooms, rooftops and equipment areas.
• Ability to lift up to 25 pounds occasionally.
• Valid California Driver's License.

Working Relationships

Works closely with:

• Chief Financial Officer
• District Directors
• Program Managers
• Accounting
• Human Resources
• Information Technology
• Procurement
• Fleet Manager
• NeXgen Facilities Management
• External contractors and vendors