Chief Operating Officer

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 is responsible for ensuring high-quality, person-centered services that promote independence, inclusion, meaningful engagement, and positive outcomes for the individuals and families we serve. This 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.

Working collaboratively 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 across all services.

Essential Duties and Responsibilities 

The following represents the essential duties and responsibilities of the position; other program-related duties may be assigned as required.

• 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.

• Responsibility for tracking and analyzing 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.

• 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 the individual will have involvement 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,