Administration - Chief Operations Officer - Volunteers of America Northern California & Northern Nevada, Inc.

WHO WE ARE: Established locally in 1911, Volunteers of America Northern California & Northern Nevada (VOA NCNN) is one of the region's largest providers of social services. Our professional staff operates more than 40 locally managed and delivered programs. Services include food and shelter, counseling, independent living and parenting skills, substance-abuse treatment and rehabilitation, and job training. Currently, VOA NCNN provides shelter or housing to over 3,500 men, women, and children every night.

OUR MISSION: To change individual lives, instill hope, increase self-worth and facilitate independence through quality housing, employment, and related supportive services.

POSITION SUMMARY:

The Chief Operations Officer (COO) is responsible for providing day-to day leadership for the organization’s programs, quality assurance/improvement and contract compliance. This position will also create innovative programs that are responsive to the service population’s changing needs. The COO will enhance clinical and management expertise across the organization to develop, acquire, and manage new programs as well as retain current programs. The COO assumes responsibility for the agency in the absence of the President/CEO.

OBJECTIVES/ACTIVITIES:

A. Operational Management

1. Oversee and monitor the development and implementation of new programs and a growth plan.
2. Identify and secure grants and other additional funding sources. Prepares proposals to acquire resources and develop programs/services.
3. Ensure the renewal of existing contracts and grants where applicable.
4. Develop business unit structures and procedures in accordance with agency objectives and applicable standards and regulations.
5. Ensure program compliance with licensure regulations and standards.
6. Use external presence and relationships to garner new opportunities and build relationships in the communities where the programs are operating.
7. Utilize strong financial/business acumen to oversee programs.
8. Establish policies and procedures that promote positive agency culture and core values across all lines of service.
9. Ensure that all program activities operate consistently and ethically within the mission and values of the agency.
10. Ensure programs meet licensing and regulatory requirements.

B. Strategy Execution

1. Participate in the development of long-range, multi-year strategic plans with the CEO.
2. Provide programmatic leadership and input for all strategic planning processes with CEO and staff.
3. Ensure that the agency is maintain its goals from both operational and cultural points of view as pertains to programs. Partner with other executives/directors/managers to accomplish short and long-term operational goals.
4. Responsible for all activities when the President/CEO is absent. Acts on behalf of the President/CEO as necessary and appropriate.

C. Process Improvement

1. Implement systems and accreditation processes to track and monitor quality services and drive improvements in program operations and service delivery.

D. Performance Monitoring

1. Ensure that performance is aligned with agency practices and standards/expectations and determines interventions to improve performance
2. Evaluates internal processes to ensure accountability
3. Measure and report on service lines operational performance and develop plans to improve relevant key performance indicators.
4. Coordinate all federal, state and county audit activities, both external and internal, and insure that recommendations are implemented.

E. Team Leadership and Development

1. Build a high performing team of Program Directors to lead business units while fostering an environmental of accountability to meet specific financial, operational growth and service delivery goals.
2. Provide effective and inspiring leadership as well as stewardship of the agency through active involvement in all programs. Implement and lead a continuous quality improvement initiate through the program area, focusing on systems/process enhancements. Promote regular and ongoing opportunities for all staff to provide feedback regarding program operations.
3. Demonstrate core values daily through personal behaviors and interactions with staff

F. Cross-Department Collaboration

1. Improve operational efficiency, service delivery and financial performance through cross support and business unit collaborations.
2. Embrace diversity equity and inclusion. Demonstrate a personal commitment to valuing different backgrounds and life experiences through word and action. Promotes an organizational culture that fosters passion for the mission, cooperation, open and frequent communication, teamwork, and is alignment with the organizational vision. Work closely with the Executive team and the leads of all programs to accomplish the goals and objectives of the established strategic plan.

G. Budgeting and Financial Oversight

1. Develop and monitor annual program budgets. Oversee and monitor the maintenance of outcome data, quality assurance/improvement and utilization review.
2. Assist program directors with financial/operational matters relating to funding sources.

H. Stakeholder Communication

1. Build partnerships in new markets, establishing relationships with the funders, and political and community leaders at each expansion site.
2. Communicate regularly and proactively with employees, supervisor, administrative department and stakeholders. Relay necessary and important information. Build professional relationships.
3. Positively represent the agency at all times through a success-oriented and professional demeanor. Respectfully interacts with a multicultural and diverse workforce.
4. Serve as a member of the executive team.
5. Consults with and advises the President/CEO of problems related to the operations of the organization and its program.
6. Prepares and presents periodic Board and agency reports regarding program services, training and other special reports.

I. Serve as corporation Section 504 Coordinator

1. Periodically review Volunteers of America’s employment and housing polices and procedures for persons with disabilities.
2. Consult and coordinate with appropriate staff to insure Section 504 Compliance.
3. Communicate with persons who are dissatisfied with responses to reasonable accommodation request to resolve outstanding issues.
4. Maintain copies of relevant Section 504 regulations, handbooks, and notices.

EQUIVALENT EDUCATION AND EXPERIENCE:

A Master’s degree in social work, human services field, healthcare administration or business. A minimum of ten years of professional experience overall, with a minimum of five years of senior leadership experience including supervising seasoned staff operating multiple human services programs across a broad geography. A minimum of three to five years of experience in financial management to include: budgeting, financial analysis and managing/planning program budgets that adds to the net income of the organization. Expertise in managing a multi- program business which serves multiple budgetary entities is required. Must be a strong relationship builder and communicator with experience leading diverse work teams, engaging community partners, and developing an organization-wide strategy for program excellence. Excellence in organizational management with the ability to coach staff, manage and develop high performing teams, set and achieve strategic objectives and manage a budget. Must have an entrepreneurial spirit and the ability to recognize and respond to future trends and new opportunities with the political savvy to build and sustain relationships with many constituents. The person must be able to develop and manage policies and procedures, including Section 504 compliance. Ideal candidate must have a strong desire to work for an organization dealing with issues unique to homelessness, substance abuse, young adults, seniors, and persons with disabilities. A valid California Driver’s License is required.

SPECIFIC SKILLS REQUIRED:

• Leadership skills
• Excellent communication and interpersonal skills and ability to exercise tact in organizational settings and communicate complex information to people at all levels and backgrounds. Ability to write and communicate business correspondence, policies and reports.
• Ability to accurately and efficiently pay attention to details without losing sight of strategic priorities.
• Ability to supervise a variety of programs at multiple locations.
• Ability to assist and motivate other people.
• Strong organizational with the ability to prioritize multiple tasks and meet all deadlines.
• Strong time management, analytical, and problem-solving skills with excellent attention to detail.
• Ability to maintain strict confidentiality and exercise discretion when handling sensitive information.

PHYSICAL REQUIREMENTS:

Lift and move up to 10 pounds
Stand, walk and sit frequently
Bend and stoop occasionally