The Dallas Children's Advocacy Center is seeking an experienced Assistant Director of Operations and Services for the Operations Department. 

GENERAL DESCRIPTION:

The Assistant Director of Operations and Services supports the daily coordination of key operational functions that promote a professional, secure, efficient, and service-oriented agency environment. This position oversees reception and visitor management functions and helps ensure consistent client transportation, meeting and event support, office supply management, technology coordination, and onboarding/offboarding workflows. The role works closely with Facilities, HR, agency leadership, outsourced IT partners, department leads, and external vendors to strengthen systems, improve communication, support compliance expectations, and implement process improvements that enhance organizational effectiveness and the experience of clients, visitors, partners, and employees.

Number of Staff Supervising: (1)

Receptionist

ABOUT DCAC: The mission of the Dallas Children's Advocacy Center is to improve the lives of abused children in Dallas County and to provide national leadership on child abuse issues. DCAC is a non-profit organization and the only agency of its kind in Dallas County, working in agreement with public and private agencies to investigate, prosecute, and provide healing services for child abuse 
cases in Dallas County. We reduce the victimization of the child, remove barriers to investigation and treatment, and enhance criminal prosecution with our distinctive multidisciplinary and united approach to these complex and severe cases, all at no cost to our clients. Each year, DCAC serves over 13,000 children and their non-offending family members. 

We are a national and international leader in the Children's Advocacy Center movement, recognized 
for our expertise in the identification, investigation, and prosecution of child abuse cases; cutting edge clinical services and programs for the victims and their non-offending family members; and our community and professional training programs.

ESSENTIAL DUTIES AND KEY RESPONSIBILITIES:

Reception & Visitor Management:

• Support the agency’s reception and visitor management processes to ensure a professional, trauma-informed, welcoming, confidential, and secure experience for children, families, multidisciplinary team members, partners, donors, vendors, and other guests.
• Coordinate reception staff coverage, scheduling, training needs, and escalation procedures to support consistent front desk operations during regular business hours, agency events, and high-traffic periods.
• Ensure all necessary back up staff are trained in reception and visitor management processes.
• Maintain and improve visitor check-in and check-out procedures, visitor management software, reception tools, front desk communication workflows, and lobby & waiting room protocols to support accurate records, timely routing, and alignment with agency safety, confidentiality, HIPAA, mandated reporting, and CAC accreditation expectations.

• Administer agency rideshare accounts and coordinate rideshare transportation for clients as needed, ensuring requests are handled timely, appropriately documented, and aligned with agency policies and client service needs.
• Maintain waiting areas, cleaning and restocking where needed in conjunction with the receptionist, coordinate with Facilities for repairs.
• Assist with managing building access control, including issuance and recordkeeping of badges and keys, as well as generating monthly badge reports, as needed.

Information Technology Services:

• Coordinate with the outsourced IT consultant and Director of Facilities to help ensure the agency has appropriate IT infrastructure, hardware management, vendor support, HIPAA compliance support, and user support services as defined by contract and agreement.
• Assist with developing, maintaining, and communicating IT policies related to cybersecurity, data privacy, and IT governance, in coordination with IT consulting and agency leadership.
• Provide coordination and communication support with agency staff and vendors regarding technology planning and utilization, integration of IT systems, voice and data networks, and telecommunications in conjunction with the Director of Facilities.
• Monitor IT service issues and coordinate with IT consultants to support a secure, reliable technology environment and timely resolution of network or infrastructure concerns.
• Identify and recommend opportunities to streamline technology use, improve integrations across applications, and increase workstream efficiencies.
• Conduct quarterly user audits to help ensure licensing is current, accurate, and aligned with organizational needs in tandem with Glacis. (JotForm, Lyft/Uber, Adobe, Canva, Microsoft add-ons)
• Maintain and enhance the agency’s SharePoint environment, including system integrations, department landing pages, and ongoing updates to the Pinwheel Page, in coordination with the Director of Facilities and department leads.
• Maintain, review, and update the Agency Calendar software as needed, coordinate with department leads on adding events to the agency calendar.

Onboard, Offboard, and Department Transitions:

• Coordinate onboarding, offboarding, and internal transition workflows in conjunction with HR, Partner Relations, and the Director of Facilities for agency staff and internal partners, helping ensure updates to access, permissions, systems, and software are completed accurately and on time.
• Coordinate related operational updates, including hard phone lines, email lists, shared resources, and other transition needs to support smooth department and role changes.
• Create and maintain a process to track system access needs for each position type in the agency.

QUALIFICATIONS AND SKILLS

Education and Experience: Four (4) years of operational or administrative experience, or a combination of both, and one (1) year of supervisory experience required. Prior experience in operations roles preferred.

Required License(s) or Certifications: Clear and valid Texas Driver’s License

Knowledge, Skills, and Abilities:

• Strong supervisory skills

• Knowledge of common software and database systems related to administrative and operations processes.
• Skilled in time management, communication, organization, and attention to detail.
• Skilled in Microsoft Office Suite (intermediate).
• Skilled in handling escalated issues via phone and in-person.
• Ability to problem solve and critically think in a fast-paced environment.
• Ability to provide written and verbal feedback and coaching to staff.
• Ability to plan for and keep track of multiple projects and deadlines.
• Ability to mentor and provide excellent customer service in busy and sometimes challenging environments.

• Ability to bring others together to try and reconcile differences and uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Ability to establish and maintain professionally challenging achievement goals and exerting effort toward mastering tasks and a willingness to take on responsibilities and challenges.
• Ability to maintain and follow all HIPAA guidelines to ensure client protection and confidentiality.
• Ability to ensure team members follow all HIPAA guidelines and maintain client confidentiality.
• Demonstrated ability to work with all levels of employees, board members, partners, and community.
• Ability to drive an agency vehicle carefully and within local laws and guidelines, when necessary.
• Demonstrated skills in anticipating and planning for security and emergency management needs.
• Demonstrated experience working with IT vendors and/or managing technology.
• Excellent presentation and communication skills, both written and verbal, with great attention to accuracy and detail.
• Strong interpersonal skills, ability to listen well and positively represent the organization and its mission.

WORK ENVIRONMENT:

Work Location: Hybrid work schedule eligible in accordance with DCAC policy.

Mental and Physical Abilities: Duties are usually performed seated with occasional periods of standing or walking. Limited physical effort is required associated with lifting and carrying objects (less than 25 lbs.).

Working Conditions: Work may be performed but is not limited to an office environment.

Essential Functions: This job description should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this position. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this job description.