POSITION SUMMARY STATEMENT:
In partnership with the President/CEO, the Director of Operations will drive the development of the organizations programmatic efforts and manage day-to-day business operations. The Director will serve on the leadership team of the organization and have a critical voice of insight, input, and development to the organization. The Director will manage all operations and program staff. The ideal candidate is a seasoned nonprofit professional with operational management and project management experience.
The work includes a range of activities that support the operations of Maryland Information Network services in Maryland. It is characterized by a high degree of complexity and difficulty. It entails maintaining strong working relationships with and among Maryland Information Network stakeholders, including state officials, as well as managing the technical aspects of a complex information and referral system. Other duties include day-to-day management of reporting, communications, grants, contracts, and other activities of the Maryland Information Network.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• In tandem with the President/CEO, directs the coordination of the enterprises statewide information and referral services, including the Maryland Information Networks network, data collection, reporting and analysis, technology management, and quality assurance to ensure that Maryland Information Network presents a seamless system to its constituents.
• In coordination with the President/CEO, convenes, leads, and/or represents Maryland Information Network in stakeholder meetings, call center network meetings, and other Statewide coalitions and activities.
• Directs and manages the technological components of the enterprise and statewide systems, such as geo-routing, websites, resource databases, and its integrations, texting, chat, call reporting, policies, including the development of specifications, selection of vendors, and implementation of new hardware and software, as necessary.
• With the President/CEO, develop comprehensive marketing plans, and marketing Maryland Information Network services to engage current and potential partners.
• Scopes and designs service partnership opportunities defining staffing budgets, resource needs, and capabilities. Organizes and mobilizes staff and oversees implementation.
• Identify and implement best practices to improve programs and service delivery; with regular evaluation to ensure proper outcomes.
• Develops, reviews, executes and ensures compliance on contracts, MOUs, agreements, etc. including processes to comply with contracts, grants, national standards, and legislative mandates.
• Maintains current knowledge of applicable federal, state, and local laws and keeps up with changes at AIRS, AAS, United Way Worldwide/211 National, and other certifying/accrediting bodies.
• Develop appropriate policies and procedures for ensuring compliance, as requested. Develops, reviews, and recommends updates and/or new policies and procedures to ensure continuity and relevance in guiding management and employees.
• Monitor and identify potential areas of compliance vulnerability and risk, draft and assist with implementation of action plans for resolution of issues related to enterprise risk management. Help coordinate compliance activities and provide general guidance on how to avoid/mitigate future situations.
• Ensures that all Maryland Information Network activities are provided within the scope of the organizations Articles, Bylaws, and status as a 501(c)(3) non-profit organization and in accordance with all applicable rules, regulations, and laws.
• Oversee recruitment, training, and ongoing professional development for staff and volunteers.
• Performs other related duties as assigned.

QUALIFICATIONS AND REQUIREMENTS:
Minimum of bachelors degree in public administration, Business Administration, Health and Human Services or related field preferred and five years demonstrated experience in project management and/or operations management position, preferably in nonprofit health or human services programs.
Skills and Qualities:

• High energy; commitment to the organizations mission.
• Works well in new and somewhat ambiguous situations.
• Ability to attend to details.
• Ability to inspire, educate, and motivate Call Center Network personnel to work collaboratively.

Project management skills.

• Excellent verbal and written communication skills.
• High level of comfort with technical aspects of telephone and computer systems with the ability to manage the shared components of the statewide system including geo-routing, websites, resource database integration, texting, chat, call reporting, policies, development of specifications, vendor selection and implementation of new hardware and software, as necessary.
• Knowledge of the human service landscape
• Knowledge of operations and risk management
• Track record in effectively developing and executing strategies, policies, processes, programs, partnerships, and collaborations to address community needs.
• Demonstrated skill in contract development, management, and compliance.

ONBOARDING REQUIREMENTS:
Requires flexibility: Fully remote position. However, some evening meetings and statewide travel are also required.