This executive leadership role provides oversight of all program operations and service delivery across House of Possibilities (HOPe), reporting directly to the Chief Executive Officer (CEO). The Chief Operating Officer (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 and licensing requirements.
Responsibilities
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
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
Track and analyze program performance metrics and outcomes
Foster a culture of accountability, innovation, and excellence in program services
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
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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
Partner with the CEO to translate organizational strategic priorities into actionable program goals and service improvements
Support with Board reporting, if involved 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
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
Contribute to team effort by accomplishing related results as needed
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
Engage with community and stakeholders including 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
Requirements
7-10 years of professional experience in an operational role specific to 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
Minimum of a BA, ideally with an MBA, MPA, or related advanced degree
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
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
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