Chief Operations Officer

InCommunity is committed to supporting individuals with intellectual and developmental disabilities (“IDD”) to live safe, healthy and joyful lives in their communities. We offer a culture of integrity, service, and respect for the dignity of every individual. All employees, including the Chief Operations Officer, are expected to model and promote the organization’s mission and values in every aspect of their work. 

Position Summary  

The Chief Operations Officer (COO), a member of the Executive Leadership Team reporting directly to the Chief Executive Officer (CEO), serves as the executive leader responsible for translating the organization's strategic vision into operational excellence. The COO provides leadership and accountability for the organization's programs, facilities, fleet, information technology, and operational infrastructure, ensuring high-quality, person-centered services that are safe, compliant, financially sustainable, and aligned with InCommunity's mission.

The COO leads and develops operational leaders, drives organizational performance through data-informed decision-making, promotes continuous quality improvement, and builds systems that support sustainable growth. Working closely with the CEO and Executive Leadership Team, the COO ensures the organization consistently delivers exceptional services while maintaining regulatory compliance, operational efficiency, and a culture of accountability and innovation. 

Essential Job Duties and Responsibilities:  

Programs 

• Translates the organization’s strategic goals and plans into operational plans that can be easily understood and executed by employees at all levels within the programs team.  

• Provides strategic and operational oversight of all service delivery programs (i.e., residential, day services, supported employment, family support, crisis, HOST, community living support, emergency respite, and clinical services).  

• Ensures the organization’s programs operate in alignment with person-centered practices. 

• Develops and implements policies, procedures, and systems that promote consistency, quality, and efficiency. 

• Monitors performance and outcomes and uses data to drive continuous quality improvement. 

Information Technology  

• Provides executive oversight of the organization's technology strategy, ensuring technology investments improve operational efficiency, strengthen cybersecurity, support compliance, and advance organizational goals.  

• Manages contracts for software-as-a-service (SaaS) providers, IT consultants, and IT-related hardware procurement, and continuously evaluates the performance of these vendors.   

• Evaluates and advises the organization on the adoption of new IT-related programs and processes to streamline operations, support compliance and promote collaboration/create synergies across the organization. 

Fleet & Facilities 

• Provides strategic oversight of the organization's capital assets, ensuring facilities and fleet investments support operational excellence, regulatory compliance, safety, and long-term financial sustainability.  Develops strategies for delivering transportation services to individuals served by the organization in a safe, efficient and affordable manner.  

• Ensures that vendors selected to perform maintenance or improvement work to the organization’s facilities or fleet assets are appropriately vetted prior to engagement, that their work is performed within budget and on time, and that the final work product meets the organization’s expectations and all applicable safety standards.   

Compliance & Safety Management 

• Ensures compliance with all applicable federal, state, and local regulations and applicable accreditation programs (e.g., Medicaid, CARF, DBHDD, HUD, etc.). 

• Oversees the organization’s safety program and ensures the program’s continuous improvement.  

• Partners with Compliance team to manage risk, incident reporting, and investigations and to implement necessary corrective action and mitigation strategies to address risks. 

• Stays informed of regulatory changes affecting the organization’s programs and services and guides organizational readiness. 

• Ensures that the organization’s programs and services are delivered in a manner that meets or exceeds all applicable safety and health standards and supports the individuals’ and staff’s well-being.   

Financial & Cost Management 

• Collaborates with the CEO and CFO on budgeting, forecasting, and cost control related to programs, facilities, fleet and IT.  

• Ensures functional areas within scope of responsibility operate within approved budgets while maintaining service quality. 

• Ensures that documentation provided and maintained to support billing is accurate, timely, and in accordance with policies and procedures. 

• Identifies operational efficiencies and opportunities for sustainable growth. 
• Evaluates operational return on investment (ROI) for major initiatives.
• Identifies opportunities to improve efficiency while maintaining service quality.
• Partners with Finance to maximize reimbursement opportunities and operational sustainability.
• Leads operational planning for organizational growth.

 Human Resources & Workforce Development 

• Provides leadership to program and operational management staff, including direct supervisory responsibility for the Sr. Director of Community Life, Sr. Director of HOST and Residential Services, Sr. Director of Clinical Services, Director of Facilities and Safety Specialist positions.  

• Supports recruitment, retention, and professional development in a high-demand workforce environment. 

• Fosters a positive, inclusive, and mission-driven organizational culture. 

• Ensures staffing models meet regulatory requirements and support quality care (i.e., are regularly reviewed and updated, and any modifications are communicated to Finance and People & Culture for appropriate budgetary considerations and recruitment).  

• Partners with the Chief People & Culture Officer to develop and implement effective and efficient practices and schedules to manage the use of overtime and staffing agency services.   

Strategic Planning & Growth 

• Partners with the CEO and leadership team in strategic planning and organizational development. 

• Supports expansion of services, new program development, and innovation. 

• Builds systems that support scalability while maintaining mission integrity. 

• Represents operations in board meetings, committees, and strategic discussions as needed. 

 Stakeholder & Community Relations 

• Collaborates with individuals served, families, and guardians to ensure effective communication and collaboration. 

• Builds strong relationships with funders, regulators, and community partners, including ANCOR, SPADD and other industry/organizational groups. 

Education, Certifications & Experience Requirements 

• Bachelor’s degree in Human Services, Social Work, Healthcare Administration, Public Administration, Business, Sociology, Special Education, Rehabilitation Counseling, or Psychology. Master’s of Business Administration/(Master’s of Human Services (MBS, MHS, MPS) preferred.

•  Ten to 15-years of progressively responsible leadership experience in human services, healthcare, behavioral health or nonprofit operations. 
• Demonstrated experience overseeing multi-site operations and multidisciplinary leadership teams.
• Extensive knowledge of Medicaid-funded services, licensing, and regulatory requirements and compliance practices.  familiarity with accreditation processes and standards, including CARF accreditation standards preferred. 

• Experience overseeing Information Technology functions, facilities, fleet management, or other operational support services preferred.

• Proven success  leading  multidisciplinary teams and managing  complex organizational operations across multiple departments, programs or service lines. 

Work Environment & Physical Demands 

• Moderate noise level typical of an office environment 

• While performing the duties of this job, the employee is frequently required to stand, walk, climb flights of stairs, use hands to finger, handle, or feel. reach with hands and arms. 

• Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.  

 Travel Required 

• Frequent travel to the organization’s locations across Metro Atlanta required 

• Must maintain a valid driver’s license, reliable personal vehicle, and required insurance