Chief Operations Officer

LA FAMILIA•Hayward, CA

About The Position

The Chief Operating Officer (COO) is responsible for the strategic direction, oversight, and operational excellence of all behavioral health and other assigned programs and services across the organization. This position provides executive leadership for clinical operations, program administration, compliance, new business development, and organizational growth. The COO ensures the highest quality of service delivery and collaborates closely with the Chief Executive Officer and the Executive Team to oversee fiscal management, quality improvement, and advise on strategy partners for administrative systems and operational infrastructure. The COO leads the implementation of new programs within their purview, ensures organizational alignment with strategic priorities, and upholds a culturally responsive, trauma-informed, strength-based, and mission-driven philosophy of care. This role ensures adherence to all legal, regulatory, and contractual requirements while maintaining service excellence across all locations. The COO will report directly to the Chief Executive Officer. This role will uphold and champion the agency’s mission, vision, and values and contribute to a collaborative and inclusive work culture.

Requirements

Master’s degree in Business Administration, Nonprofit Management, or a related field
Licensed LPHA in the State of California with current BBS registration or Psy.D.
Minimum ten (10) years of progressive leadership experience in behavioral health, social services, or related fields.
Demonstrated experience leading multi-disciplinary teams toward mission-aligned results.
Proven experience in operational leadership, program implementation, contract management, and strategic planning.
Strong influencing and negotiation skills; excellent written and verbal communication; political acumen.
Strength-based, solution-focused leadership approach; demonstrates integrity, accountability, and inclusiveness.
Customer service-oriented mindset with commitment to equity, cultural humility, and diversity.
Advanced problem-solving and conflict resolution capabilities.
Resilient and adaptable; able to navigate change and unexpected challenges.
Visionary and strategic thinker committed to mission and community impact.
Demonstrated ability to supervise clinical work with a strength-based, person-centered lens.
Professional, ethical behavior with a welcoming, collaborative attitude.
Strong organizational, analytical, and communication skills.
Ability to manage and interpret complex budgets and financial structures.
Demonstrates and models excellent “customer service” orientation, especially in interacting with people at all levels within and outside the agency.
Thinks independently and can make informed decisions when needed.
Exercises extreme discretion with the ability to hold, balance, and transmit public and confidential information needed by various parties.
High proficiency in using MS Office products, particularly Word, Excel, Outlook, and PowerPoint.
Acquires or maintains proficiency in using Google Drive products, including Docs, Sheets, and Forms.
Valid CA Driver’s license
Auto insurance: If your vehicle is used for business-related purposes, it is recommended that you inform your auto insurance carrier.
Demonstrates cultural awareness and provides respectful, client-centered care.
Maintains knowledge of community resources for client referrals
Attend work regularly and adhere to policies on absences and tardiness.
Understands and applies legal requirements, including those related to confidentiality and risk management.
Take all required meal and rest breaks in compliance with state, federal, and agency policies.
Review and submit timesheets by established deadlines to ensure timely payroll processing.
Promptly notify your supervisor of any scheduling conflicts, absences, tardiness, or timekeeping issues.
Maintain consistent and reliable attendance to support team and program operations.
Follow organizational policies and procedures related to overtime, schedule changes, and paid/unpaid leave.
Correct and/or report any timekeeping discrepancies immediately to the supervisor for resolution.
Viewed by others as an effective team member who is flexible, cooperative, and willing to assist others, and acts as a resource to team members and clients, where appropriate.
Handles difficult or conflict situations constructively and seeks appropriate assistance.
Accepts accountability and constructive feedback.
Attends all mandatory and staff meetings as required and actively participates in other departmental professional development, including providing training and consulting.
Develops and maintains cooperative and courteous relationships with fellow employees, supervisors, managers in other departments, senior management, executive staff, and community stakeholders.
Handles requests, suggestions, and complaints from other departments and individuals tactfully and effectively to maintain goodwill within the agency.
Ability to safely operate a motor vehicle
Ability to push, pull, and lift up to 50 pounds frequently.
Ability to stand and move from one location to another daily.
Ability to sit for prolonged periods of time
Ability to visually focus on near and far items, and to be able to switch between them.
Ability to reliably report to work on time and perform the position's required tasks as scheduled
Ability to grasp and carry items
Ability to hear and effectively communicate with co-workers, clients, and the public
Ability to identify potential issues within the workplace, determine an appropriate means of avoiding and/or resolving the issues, work with others to address the issues, and carry out organized strategies for resolving and preventing similar issues in the future
Ability to process information and data for use within the organization

Nice To Haves

Experience in non-profit and community-based organizations is highly desirable.

Responsibilities

Ensure all services comply with applicable regulations, funding requirements, and contractual obligations.
Create the conditions for all services to maximize impact and deliver on internally and externally defined deliverables.
Develop and maintain collaborative relationships with funders, community partners, and stakeholders to promote program impact and visibility.
Uphold consistent organizational philosophy and service standards across all programs, locations, and lines of business.
Ensure all communication with stakeholders reflects a strength-based, solution-focused, and customer-service-oriented approach.
Maintain a visible, regular presence across all service sites; ensure leadership presence is embedded in all programs.
Ensure each assigned program has a defined service delivery model with clear Key Performance Indicators aligned with the mission, vision, and values.
Oversee participant flow management, referral pathways, and discharge processes to promote strong outcomes.
Lead coordination of assigned program services and clinical services; ensure fidelity to evidence-based practices in partnership with Quality Assurance (QA) across the organization’s regions,
Ensure program operations continue without interruption by providing coverage for essential duties when positions are vacant.
Coordinate internal reporting processes from program leaders, directors, and other direct reports in order to produce Executive reports monthly and as needed.
Ensure effective, timely Quality Assurance (QA) systems for Behavioral Health and programs, providing Continuous Quality Improvement (CQI) informed by data analytics.
Oversee systems to ensure clinicians and related staff members (peers, clinical case managers, etc.) receive high-quality continuous training in the service of quality service provision/clinical discernment.
Provide day-to-day supervision, guidance, and support to assigned staff.
Set clear expectations, delegate tasks effectively, and monitor staff performance.
Foster a positive, respectful, and inclusive work environment aligned with organizational values.
Conduct regular team meetings, check-ins, and coaching sessions.
Provide coaching and accountability to address performance concerns promptly, documenting and escalating issues when necessary.
Lead, supervise, and support executive and program leadership, including hiring, training, performance management, and professional development.
Facilitate and/or coordinate quality training (at onboarding and ongoing) on all necessary skills and competencies for assigned direct reports to meet productivity and quality standards.
Ensure proactive performance management and professional growth across all departments.
Lead and ensure a strong professional development, employee engagement, and agency/department/program culture strategy for all assigned Departments, including providing role modeling, mentorship, cross-training, and directly and collaboratively producing and implementing formal and informal leadership development opportunities.
Develop and execute succession planning for key operational roles and collaborate with the Chief Human Resources Officer/HR Director.
Support the implementation of a comprehensive human resources management strategy for all leadership and employees.
Ensure direct reports follow all agency policies and procedures through providing on-going education, reminders, coaching, and accountability around violations in a timely manner, with an emphasis on Quality Improvement, Health Information Portability and Accountability Act (HIPAA), Strategy and Development (contracts/MOUs/proposals, etc.), and other compliance policies and procedures as set by La Familia and the funder.
Set employee schedules and approve employee timesheets, time-off requests, and expense reimbursements
Serve as a liaison with all funders on all programmatic and operational issues.
Attend all funder-required meetings, events, and trainings.
Ensure delivery of program elements in compliance with contract language.
Ensure that all necessary documents and reports are submitted to the funder by the deadline.
Collaborate with Finance and La Familia Administration to ensure accurate and appropriate contract expenditures.
Ensure compliance documentation, clinical records, charting, and administrative requirements.
Oversee contract compliance, including grant management, monitoring, and reporting for all assigned programs.
Oversee negotiation and execution of program contracts, in collaboration with the Strategy and Development team.
Ensure all contracts (new and renewal programming) have a strong and timely program launch, including the completion and implementation of clear staff guidance documents
Assess all assigned programs regularly using CQI, compliance, and contract oversight methodologies.
Communicate staffing needs and operational impacts to leadership promptly. Keep
Lead organizational strategy related to growth, new business opportunities, and expansion into new or existing territories for assigned program areas.
Collaborate with fund development leadership to author and support new proposals, grants, speeches, and presentations.
Serve as the primary external representative for program strategy with funders, partners, donors, and civic leaders.
Ensure the strategic design of systems and the cohesive integration of data analytics across assigned programs, with an emphasis on developing the skills of leaders at all levels to identify, use, and analyze data; operationalize program changes to improve data outcomes; and ensure platforms produce and support these analytic processes.
Temporarily fill in unstaffed roles, with an emphasis on Directors and Clinical Supervision, until the position is filled.
Prioritize workload and allocate resources to maintain service delivery during staffing gaps.
Ensure the organization maintains a positive, visible presence within all communities served, in collaboration with other Executives and the La Familia Strategy and Development team
Lead engagement strategies for elected officials, funders, donors, community organizations, and corporate partners, in collaboration with other Executives and the La Familia Strategy and Development team.
Foster strong relationships with public and private funders; ensure effective stewardship of all relationships.
Support Board of Directors engagement, cultivation, and ambassadorship.
Ensure all assigned programs are financially viable and operate with ethical and compliant fiscal management.
Ensure programs are designed and managed in order to produce ethical maximization of revenues across funding models (fee-for-service, capitation, cost reimbursement), including mentoring program leaders, directors, and other direct reports in order to increase their understanding and utilization of business sustainability models and best practices
Collaborate with the Chief Financial Officer regarding budgeting, forecasting, and financial analysis.
Perform other duties as assigned by the Chief Executive Officer.
Attend trainings and participate in events relevant to key responsibilities.
Track and regularly report on key metrics for the function areas under assigned responsibilities.
Leads and collaborates on special projects related to agency objectives.
Complete assigned work on or before deadlines in accordance with directives, policies, standards, and prescribed procedures.
Ensure staff complies with established work schedules, attendance, and punctuality requirements.
Monitor and approve employee timecards, including daily clock-ins and clock-outs, breaks, overtime, and leave.
Ensure employees take required meal and rest breaks in compliance with labor laws and agency policy.
Submit approvals on time to support accurate payroll processing.
Investigate and resolve timesheet discrepancies and escalate unresolved issues to HR/Payroll.
Enforce organizational policies, procedures, and compliance with applicable labor laws.

Benefits

Excellent Health benefits package for you and your family, including:
Medical, dental, and vision benefits with 95% employee and 80% dependent employer premium contributions, and employer-paid life insurance
Vacation, 15 paid holidays, 12 paid sick days upon accrual
Employee Assistance Plan to support you and your family’s well-being and finances
Pet Plan Benefit:
PetPlus Product and Prescription Discounts, Pet Assure Veterinary Discounts, AskVet 24/7 Pet Telehealth, and ThePetTag Lost Pet Recovery Service
403(b) retirement plan
Work-life wellbeing & excellent work hours
La Familia understands the importance of work-life balance! Our therapists enjoy flexible scheduling options, including hybrid work arrangements, to ensure high-quality client care while maintaining their well-being.
License and Certification renewals reimbursed.
Supportive/Collaborative work environment
Opportunities for Growth and Professional Development
We believe in growing together. As a team member, you’ll have access to structured mentorship and ongoing training. Whether you’re pursuing licensure or looking to specialize in clinical psychology, we support your growth every step of the way.