Reporting to the CEO, the Chief Operating Officer (COO) is a senior leader responsible for the overall operational leadership, strategic execution, and performance management of the organization’s supportive housing, outreach, and social service programs. The COO ensures that programs are delivered with excellence, compliance, and measurable impact, while aligning operations with the organization’s mission, regulatory requirements, and strategic growth priorities. The COO is instrumental in ensuring that the organization not only operates efficiently but delivers life-changing services to individuals experiencing homelessness.

The COO provides direct oversight of Programs, Client Wellness, Policy, Information Technology, and Facilities, and plays a critical role in strengthening relationships with governmental oversight agencies, ensuring fiscal integrity of program contracts, and driving internal capacity-building initiatives. The COO will be an active listener, provide high-quality customer service, and respond by exhibiting cross-cultural awareness with the ability to promote and contribute to an equitable and inclusive anti-racist organizational culture and environment.

Key Responsibilities & Essential Functions

Operational Leadership & Program Oversight

Provide executive oversight of all supportive housing programs, outreach initiatives, and social service delivery models.
Ensure high-quality, person-centered services grounded in best practices, including motivational interviewing, harm reduction, and trauma-informed care.
Monitor program performance through KPIs, outcomes, and data-driven decision-making.
Partner with program leadership to ensure appropriate staffing structures, service delivery, and operational efficiency.
Strategic Planning & Capacity Building

Serve as a strategic partner to the CEO in advancing organizational growth, scalability, and sustainability.
Lead internal capacity-building efforts to strengthen infrastructure, staffing models, and service delivery systems.
Identify opportunities for program expansion, innovation, and continuous improvement.
Align operations with the organization’s strategic plan and “Wildly Important Goals” (WIGs), including recruitment, retention, and service outcomes.
Government & External Relations

Build and maintain strong relationships with oversight agencies, including but not limited to:
Office of Mental Health (OMH)
Department of Homeless Services (DHS)
Human Resources Administration (HRA)
Department of Health and Mental Hygiene (DOHMH)
Private Donors and Philanthropic Grantmakers
Serve as a key liaison for audits, site visits, and contract compliance reviews.
Ensure responsiveness to funder requirements, reporting obligations, and regulatory expectations.
Financial Management & Contract Administration

Oversee fiscal operations related to program budgets, ensuring alignment with funding requirements and organizational goals.
Partner with the Chief Financial Officer (CFO) on:
Budget development and monitoring
Variance analysis and cost controls
Financial forecasting and sustainability planning
Ensure effective administration of government contracts, including compliance with funding guidelines and deliverables.
Monitor rental income, arrears, and subsidy utilization to support program stability.

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