Chief Operating Officer

House of Possibilities•North Easton, MA

About The Position

The Chief Operating Officer (COO) reports directly to the Chief Executive Officer and provides executive leadership and oversight of House of Possibilities (HOPe) program operations and service delivery. The COO ensures high-quality, person-centered services that promote independence, inclusion, meaningful engagement, and positive outcomes for individuals and families. 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 and promotes accountability and continuous quality improvement. The COO’s executive authority and direct supervisory responsibilities are limited to 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 outside the COO’s direct management responsibility under the leadership structure established by the CEO. The COO collaborates with those departments to support program needs, operational coordination, and organizational priorities. 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 leading and managing teams; familiarity with Massachusetts DDS regulations and supporting IDD/ASD populations; and a demonstrated track record of managing an organization with a budget of at least $5 million. A bachelor’s degree is required; an MBA, MPA, or related advanced degree is preferred. The role also requires strong written, presentation, communication, conflict mediation, negotiation, and cross-cultural communication skills.

Requirements

7–10 years of professional experience in an operational role specific to 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 of 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.
Mobility to access all parts of the Easton office.
Willingness and ability to learn necessary computer functions.
Ability to sit and talk or hear continuously while performing job duties.
Ability to occasionally lift boxes weighing at least 20 pounds.
Ability to perform repetitive wrist and hand motions involved in sorting and handling documents.

Nice To Haves

An MBA, MPA, or related advanced degree.

Responsibilities

Provide executive oversight and direction for all HOPe 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 addressing operational challenges, improving service delivery, and maintaining performance standards.
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.
Provide financial stewardship and accountability for program budgets and resource utilization.
Plan for emergency preparedness and continuity of operations.
Promote communication, coordination, and consistency across programs to strengthen the Member and family experience.
Develop 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, 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 quality standards.
Track and analyze program performance metrics and outcomes; foster accountability, innovation, and excellence in program services.
Ensure programs comply with applicable Massachusetts DDS regulations, contractual requirements, licensing standards, and other regulatory obligations.
Oversee readiness for DDS surveys, licensing reviews, audits, and quality assurance assessments.
Ensure timely completion of 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 with program leadership to maintain safe, supportive, and respectful environments for Members.
Serve as a key organizational contact for DDS and other regulatory agencies on program operations, service quality, and compliance.
Partner with the CEO to translate strategic priorities into actionable program goals and service improvements; support Board reporting if involved in that area.
Evaluate emerging Member needs, referral trends, and opportunities to enhance or expand services.
Support innovative programming responsive to the evolving needs of 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, and ensure initiatives align with HOPe’s mission and Core Values.
Directly supervise, coach, and oversee the performance of program directors and designated program leadership.
Set clear expectations, measurable goals, and accountability standards for program leaders; foster collaboration, 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 and in a timely manner, support sustainable solutions, and ensure employees adhere to company policies.
Serve as a strategic partner to the CEO and provide regular updates on program performance, outcomes, regulatory matters, operational challenges, and improvement opportunities.
Collaborate with administrative and business support departments to ensure programs have necessary resources, without directly overseeing those functions.
Engage with DDS, referral sources, community partners, Members, families, and other stakeholders; maintain positive relationships and promote transparent communication and timely resolution of concerns.
Accomplish related duties as needed.