Chief Operating Officer

House of Possibilities Inc•Easton, MA

14d•$120,000 - $140,000

About The Position

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 ensures high-quality, person-centered services that promote independence, inclusion, meaningful engagement, and positive outcomes for the individuals and families served. The 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. In partnership 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. The COO’s executive authority and direct supervisory responsibilities are focused on program operations, service delivery, quality assurance, Member outcomes, regulatory compliance, and program leadership. Finance, Human Resources, Administration, Facilities, Information Technology, and other organizational business functions remain under the leadership structure established by the CEO. The COO collaborates with these departments to support program needs and organizational priorities without directly managing their functions. The position requires 7–10 years of professional experience in an operational role in human services, developmental disability services, healthcare, or a similar nonprofit environment; at least five years of team leadership and management experience; familiarity with Massachusetts DDS regulations and supports for IDD/ASD populations; and a proven track record managing an organization with a budget of at least $5 million. A bachelor’s degree is required, with an MBA, MPA, or related advanced degree preferred. The role also requires effective written, presentation, and interpersonal communication, including the ability to mediate disputes, negotiate, and communicate sensitively across cultural differences. Physical demands include frequent close visual contact with a computer monitor and reading fine print, communicating by telephone, and mobility to access all parts of the Easton office. The employee must be willing and able to learn necessary computer functions. The role continuously involves sitting, talking, or hearing; occasionally requires lifting boxes weighing at least 20 pounds; and may involve repetitive wrist and hand motions when sorting and handling documents. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

7–10 years of professional experience in an operational role in human services, developmental disability services, healthcare, or a similar nonprofit environment.
At least five years of experience leading and managing teams.
Familiarity with Massachusetts DDS regulations and providing supports to IDD/ASD populations.
Proven track record managing an organization with a budget of at least $5 million.
Minimum of a bachelor’s degree.
Ability to write reports and business correspondence.
Ability to present information effectively 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.
Sensitivity to cultural differences and ability to communicate effectively with people from varied backgrounds.
Ability to see and read fine print and maintain close visual contact with a computer monitor.
Ability to communicate using a telephone and access all parts of the Easton office.
Willingness and ability to learn necessary computer functions.
Ability to sit, talk, or hear continuously; occasionally lift boxes weighing at least 20 pounds; and perform repetitive wrist and hand motions involved in sorting and handling documents.

Nice To Haves

MBA, MPA, or related advanced degree.

Responsibilities

Provide executive oversight and direction for all programs and services, ensuring consistent, effective, person-centered service delivery.
Establish and maintain program operational standards, policies, procedures, and best practices across service locations.
Support program directors and managers in resolving operational challenges and improving service delivery and performance.
Evaluate program effectiveness, service capacity, and operational processes to identify opportunities for improvement and innovation.
Coordinate with program leadership and Human Resources on appropriate staffing models, service coverage, and operational practices.
Maintain financial stewardship and accountability for program budgets and resource utilization.
Oversee emergency preparedness and continuity planning.
Promote communication, coordination, and consistency across programs to strengthen the Member and family experience.
Develop and implement measurable service outcome standards reflecting HOPe’s mission, Member goals, and regulatory expectations.
Establish program performance indicators and 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, activities, and support strategies are person-centered, meaningful, and responsive to changing needs.
Identify service delivery gaps, implement corrective actions, and monitor progress toward quality standards.
Track and analyze program performance metrics and outcomes.
Foster accountability, innovation, and excellence in program services.
Ensure programs comply with Massachusetts DDS regulations, contractual requirements, licensing standards, and other applicable obligations.
Oversee readiness for DDS surveys, licensing reviews, audits, and quality assurance assessments.
Ensure timely program documentation, reporting, incident management, and corrective action plans.
Establish systems to monitor compliance, identify service-related risks, and implement preventive and corrective measures.
Work with program leadership to maintain safe, supportive, and respectful environments for Members.
Serve as an organizational contact for DDS and other regulatory agencies on program operations, service quality, and compliance.
Partner with the CEO to translate strategic priorities into program goals and service improvements.
Support Board reporting if the role involves that area.
Evaluate emerging Member needs, referral trends, and opportunities to enhance or expand services.
Support development of innovative programming for people with intellectual and developmental disabilities, autism, and other support needs.
Identify and address barriers to program access, referrals, admissions, and service delivery.
Collaborate with program leadership to evaluate capacity, utilization, and service effectiveness.
Ensure program initiatives align with HOPe’s mission, Core Values, and commitment to person-centered support.
Directly supervise, coach, and oversee the performance of program directors and designated program leaders.
Establish clear expectations, measurable goals, and accountability standards for program leadership.
Foster a collaborative, solution-focused leadership culture that supports professional growth, communication, and shared responsibility.
Support program leaders in identifying training and professional development needs.
Promote consistent implementation of HOPe’s Core Values and service standards across programs.
Address program performance and work-quality concerns proactively, support sustainable solutions, and resolve concerns effectively and promptly.
Ensure employees adhere to company policies.
Contribute to team efforts by accomplishing related results as needed.
Serve as a strategic partner to the CEO on program operations, service quality, regulatory compliance, and program development.
Provide the CEO regular updates on program performance, service outcomes, regulatory matters, operational challenges, and opportunities for improvement.
Collaborate with administrative and business support departments to ensure programs receive necessary resources and support, without directly overseeing those functions.
Engage with DDS, referral sources, community partners, and other stakeholders.
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.
Write reports and business correspondence, present information, respond to questions, communicate with diverse audiences, mediate disputes, find common ground, negotiate favorable outcomes, and communicate sensitively across cultural differences.
Meet the position’s physical and environmental demands, including accessing the Easton office, communicating by telephone, using a computer, and performing required sitting, talking, hearing, lifting, and repetitive hand and wrist activities.