Heartland Human Care Services Mission – Heartland Human Care Services (HHCS) envisions a society in which we all participate, prosper, and reach our full potential. Equity and opportunity for all. The HHCS mission is to partner with people facing poverty, displacement, and injustice to achieve ongoing safety, stability, and success.
Position Summary: The Chief Operating Officer will be a member of the HHCS senior leadership team. In this capacity, the COO is responsible for executing the operational agenda of the Executive Director, overseeing the operations infrastructure (including financial performance, risk and quality management, safety/security, lease management, and IT systems). This position may also lead business development efforts. The COO engages with the central shared services functions and helps to drive continuous improvement and partnership in the administration of services provided to HHCS. Additionally, the role serves as the champion for facilitating process improvement and driving operational strategy.
Essential Duties & Responsibilities
Operational Strategy – Establish vision and goals for operational performance and develop and execute strategies and tactics that achieve results. Identify and resolve divergent priorities to ensure alignment across the organization .
- Responsible for the development, implementation, and monitoring of the operational plan, including best practices that will enable HHCS to be a leader in its field.
- Lead new operational initiatives and acts as a change agent, in particular driving the use of continuous process improvement tools and leading change management in and across the organization
- Lead the process of identifying and benchmarking to best practices, and develop roadmaps to achieve best practices at HHCS
Champion for Process Improvement – Deftly adapt the organization’s strategic plan as new opportunities and challenges emerge, using advanced problem solving and process improvement skills. Set priorities within the constraints of the organization’s resources and streamline processes to make sure priorities are met. Make innovative strategic recommendations based on emerging trends, expansion opportunities and internal business improvement. Draw from Lean Enterprise and Continuous Improvement practices to enhance the effectiveness of resources.
Operational Infrastructure – Oversee and coordinate daily operational aspects of ongoing projects and program administration across these departmental functions – Finance, Risk & Quality Management, Safety/Security, Operations, Outcomes Reporting, and IT Systems .
- Responsible for ongoing, day-to-day operations and procedures across all teams, ensuring consistency, efficiency and best practices to achieve strategic goals.
- Provide senior leadership and oversight to all processes, procedures, policies and tools required to ensure financial accountability and fiscally responsible decision making.
- Enhance organizational excellence by establishing operational benchmarks, timelines, and resources needed to achieve strategic goals, proactively recommending and driving improvements as necessary; set standards for accountability and measurements of success.
- Lead the development, execution and tracking of property transactions and vendor contracts. Develop the facilities scorecard and long term platform strategy.
- Report to HHCS Board on issues relating to operations.
- Manage the fiscal year budgeting process for all of HHCS programs along with Finance and Accounting Systems (FAS), recommend budget allocation, and report on progress throughout the year (Financial Scorecard). Collaborate on developing budget implications of strategic initiatives. Continuous review of cost effective results that make the vision a reality. Development and implementation of a system for reporting local revenue generation.
- Monitor and forecast budgets in each programmatic area service area, and work with FAS to ensure collaboration, engagement, and mutual respect.
- Evaluate and ensure HHCS’s financial performance and make recommendations based on accepted standards.
- Work closely with the FAS team to create opportunities to improve efficiency and performance across the programs and facilities
Risk & Quality Management and Safety & Security
- Practice risk management by recognizing and mitigating operational compliance, legal, and public relations risk to the organization.
- Design and implement highest possible standards to ensure safety and security of staff and HHCS investment in all operating facilities. Oversee a consistent and ongoing process to audit facilities, identify gaps and implement corrective measures as required.
- Ensure proper risk, quality, salary and security policies and procedures are in place and ensure all programs comply.
- Member of QM Council
Systems (CMS/IT) & Outcomes
- Utilize a strong working knowledge of data analysis and performance/operation metrics. Establish the outcome metrics and report performance to senior leadership, at least quarterly.
- Owner of CMS-Salesforce.com system responsible for developing a long term implementation plan, coordinating the needs of the organization for training and education required for CMS to be successful, participating with the data governance committee to assure operational data quality
- Liaison to IT function to ensure HHCS has updated, well operating systems for day-to-day operational work activities. Analyse the current technology infrastructure and scope out the next level of IT and financial systems that support the growth of specific programs and HHCS overall. Work closely with IT to develop a successful and sustainable plan for implementation of any new systems.
- Work with the IT team to ensure oversight for IT support for operational efficiencies and to develop a measurement process to assure that the needs of the HHCS organization are being met on a timely and cost effective basis.
- Continuous review of equipment needs and IT support
Business Development – In partnership with program leaders identify and develop growth opportunities and priorities. Participate in and where assigned, lead expansion activities (investment, due diligence, acquisitions, mergers, etc.)