Chief Administrative Officer

Reporting directly to the Chief Executive Officer (CEO), the Chief Operating Officer (COO) provides executive leadership and oversight of all program operations and service delivery across House of Possibilities (HOPe).

The COO is responsible for ensuring high-quality, person-centered services that promote independence, inclusion, meaningful engagement, and positive outcomes for the individuals and families we serve. This role establishes consistent program standards, strengthens operational performance, and ensures compliance with Massachusetts Department of Developmental Services (DDS) regulations, licensing requirements, and applicable service standards.

Working collaboratively with the CEO and program leadership, the COO translates HOPe's mission and strategic priorities into effective program practices, promotes accountability, and supports continuous quality improvement across all services.

Essential Duties and Responsibilities

The following represents the essential duties and responsibilities of the position; other program-related duties may be assigned as required.

Program Leadership and Operations

• Provide executive oversight and direction for all HOPe programs and services, ensuring consistent, effective, and person-centered service delivery.

• Establish and maintain program operational standards, policies, procedures, and best practices across all service locations.

• Support program directors and managers in addressing operational challenges, improving service delivery, and maintaining high standards of performance.

• Evaluate program effectiveness, service capacity, and operational processes to identify opportunities for improvement and innovation.

• Ensure appropriate program staffing models, service coverage, and operational practices in collaboration with program leadership and Human Resources.

• Financial stewardship and accountability for program budgets and resource utilization.

• Emergency preparedness and continuity planning, given the population served

• Promote communication, coordination, and consistency across programs to strengthen the Member and family experience.

Quality Assurance and Service Outcomes

• Develop and implement measurable service outcome standards that reflect HOPe's mission, Member goals, and regulatory expectations.

• Establish program performance indicators and regularly evaluate service quality, Member satisfaction, participation, and individual outcomes.

• Lead continuous quality improvement initiatives that enhance Member experiences, independence, inclusion, and personal growth.

• Ensure individual service plans, program activities, and support strategies are person-centered, meaningful, and responsive to changing needs.

• Identify service delivery gaps, implement corrective actions, and monitor progress toward established quality standards.

• Responsibility for tracking and analyzing program performance metrics and outcomes.

• Foster a culture of accountability, innovation, and excellence in program services.

DDS Regulatory Compliance and Risk Management

• Ensure all programs operate in compliance with applicable Massachusetts DDS regulations, contractual requirements, licensing standards, and other relevant regulatory obligations.

• Oversee program readiness for DDS surveys, licensing reviews, audits, and quality assurance assessments.

• Ensure timely completion of required program documentation, reporting, incident management, and corrective action plans.

• Establish systems to monitor regulatory compliance, identify service-related risks, and implement preventive and corrective measures.

• Work collaboratively with program leadership to maintain safe, supportive, and respectful environments for all Members.

• Serve as a key organizational contact for DDS and other regulatory agencies regarding program operations, service quality, and compliance matters.

Program Development and Strategic Alignment

• Partner with the CEO to translate organizational strategic priorities into actionable program goals and service improvements.

• Support with Board reporting, if the individual will have involvement in that area.

• Evaluate emerging Member needs, referral trends, and opportunities to enhance or expand existing services.

• Support the development of innovative programming that responds to the evolving needs of individuals with intellectual and developmental disabilities, autism, and other support needs.

• Identify barriers to program access, referrals, admissions, and service delivery, and implement solutions that improve responsiveness and outcomes.

• Collaborate with program leadership to evaluate program capacity, utilization, and service effectiveness.

• Ensure program initiatives align with HOPe's mission, Core Values, and commitment to person-centered support.

Program Leadership Development and Accountability

• Provide direct supervision, coaching, and performance oversight to program directors and designated program leadership.

• Establish clear expectations, measurable goals, and accountability standards for program leadership.

• Foster a collaborative, solution-focused leadership culture that promotes professional growth, communication, and shared responsibility.

• Support program leaders in identifying training and professional development needs to maintain quality services and regulatory compliance.

• Promote consistent implementation of HOPe's Core Values and service standards across all programs.

• Address program performance concerns proactively, support leadership in developing sustainable solutions, and address concerns with work quality, and other concerns in an effective, timely manner

• Ensure employees adhere to company policies

• Contributes to team effort by accomplishing related results as needed

Collaboration and Communication

• Serve as a strategic partner to the CEO on matters related to program operations, service quality, regulatory compliance, and program development.

• Provide regular updates to the CEO regarding program performance, service outcomes, regulatory matters, operational challenges, and opportunities for improvement.

• Collaborate with administrative and business support departments to ensure programs have the resources and support necessary for effective service delivery, without direct oversight of those functions.

• Community and stakeholder engagement with DDS, referral sources, and community partners.

• Build and maintain positive relationships with Members, families, DDS representatives, community partners, and other stakeholders.

• Promote transparent communication and timely resolution of concerns related to Member services and program operations.

Scope of Responsibility

The COO's executive authority and direct supervisory responsibilities are focused exclusively on program operations, service delivery, quality assurance, Member outcomes, regulatory compliance, and program leadership.

Responsibility for Finance, Human Resources, Administration, Facilities, Information Technology, and other organizational business functions resides outside the COO position and remains under the leadership structure established by the CEO.

The COO is expected to collaborate closely with these departments to support program needs, operational coordination, and organizational priorities, without assuming direct management responsibility for their functions.

Other Duties

● As needed.

Minimum Required Technical Skills and Qualifications

● 7-10 years of professional experience in an operational role specific to Human Services human services, developmental disability services, healthcare, or a similar nonprofit environment.

● 5+ years of experience in leading and managing teams

• Familiarity with Massachusetts DDS regulations and providing supports to IDD/ASD populations

● Proven track record of managing an organization with a budget of at least $5 million

Education/Certifications/Licensure

● Minimum of a BA, ideally with an MBA, MPA, or related advanced degree

Language Skills

● Ability to write reports and business correspondence.

● Ability to effectively present information and respond to questions.

● Ability to communicate clearly, concisely, and effectively with a wide range of audiences.

● Ability to mediate disputes, find common ground, and negotiate favorable outcomes is essential.

● Sensitive to cultural differences and ability to communicate effectively with people from a variety of backgrounds.

Physical Demands

The physical demands and environmental factors 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.

● Must be able to see and read fine print; will have close visual contact with a computer monitor constantly.

● Must be able to communicate utilizing a telephone.

● Must have the mobility to allow access to all parts of the Easton office

● Must be willing and able to learn all necessary computer functions.

● While performing the duties of this job, the employee is continuously required to sit and talk or hear, occasionally required to lift boxes weighing at least 20 lbs., and may use repetitive wrist and hand motions involved in sorting and handling documents.