Chief Operations Officer (COO)

POSITION SUMMARY:

The Chief Operations Officer (COO) is an integral part of Free at Last’s executive management team. The COO’s primary responsibility is to provide oversight, supervision and management of all operations, finances, facilities, new and existing programs, client services and contracts for Free at Last and its subsidiaries. The COO works as part of a team with staff to enforce Free at Last’s and its subsidiaries’ policies/procedures, maintain program structure, and provide safe facilities and environments for clients and staff.

DUTIES PERFORMED:

Operations:

• • Provide oversight, supervision and management of all operations, finances, facilities, new/existing programs, client services and contracts for Free at Last and its subsidiaries.
  • Oversee, implement and revise the policies, procedures and protocols for all programs and services.
  • Provide direct supervision, staff development, training, problem solving, decision making and support to staff and assist them in developing and maintaining program operations.
  • Monitor, implement and supervise Quality Management (QM) and Quality Improvement (QI), client services, and community interactions.
  • Work with the Executive Director to assess program re-design needs then co-develop improvements to ensure program and fiscal commitments are met.
  • Ensure that all programs operate safely and comply with fiscal and program policies and procedures.
  • Resolve program and operational issues that do not comply with the organization’s fiscal integrity.
  • Manage the organization’s data collection processes to ensure that program reports and grants are complete and inter-departmental inconsistencies are addressed.
  • Oversee scheduling and manage staffing/substitutes to ensure that all programs and facilities are staffed during hours of operation.
  • Work unfilled shifts periodically to ensure program hours of operation are fully covered and staffed.
  • Manage all aspects of facility safety inspections, including monthly inspection reports for safety concerns, maintenance recommendations, solutions and budget allocation recommendations to the Executive Director (e.g., appropriate smoke alarm and carbon monoxide detector placement and working conditions).
  • Work as part of a team to maintain open communication channels with the Board, staff, clients and community on the organization’s activities.
  • Work closely with the Program Administrator to retain adherence to program and funding guidelines i.e. Units of Service, Quarterly Reports, Cost Report, etc.
  • Supervise direct report staff and meetings to ensure duties are completed then provide discipline as necessary.
  • Work with the Finance Director to oversee the management of all leases, contracts, reports, audits, taxes, Cost Report and other financial commitments.
  • Ensure positive communication between staff, partners, vendors, independent contractors and the community.
  • Serve as a community liaison to sustain existing collaborations and build new partnerships with resource agencies, public systems, and community partners to improve client services and coordination (including Child Protective Services (CPS), parole, probation).

Client Services Supervision:

• • Confirm, audit, and verify as supervisor the accuracy and completeness of data entry/paperwork on client intake and discharge forms, treatment plans, charts, notations, and record keeping systems after each phase, then sign-off to maintain the integrity of Free at Last’s Quality Management (QM)/Quality Improvement (QI) protocols and established procedures and timelines to avoid disallowances.
  • Oversee fairness, quality and consistency of care for all clients.
  • Ensure treatment programs comply with protocols, policies and procedures to avoid disallowances by DMC and other funders for services provided.
  • Ensure the types of clients admitted are balanced to meet the contract requirements for all clients served.
  • Be well-versed in all program guidelines related to licensing, certification, contract compliance and DMC protocols.
  • Ensure that each client weekly schedule meets a minimum of the required activities, groups, meetings, educational support, social outings, etc. as required for Drug Medi-Cal (DMC) and extend programs and services when available to increase income.
  • Ensure all intake and discharge forms are completed according to established procedure and time frame.
  • Implement and facilitate weekly QM/QI meetings to review charts, treatment plans, case management issues and consequences in accordance with DHCS licensing and certification then brainstorm appropriate problem-solving strategies with staff as needed.
  • Review each client’s treatment progress to ensure individual goals fit the client, all program and DMC requirements are met, and each client is well-prepared for re-entry.
  • Supervise all client discharges and other major changes in client caseload.
  • Mediate and problem-solve client-staff interactions during complex case management situations when direct services staff are unable to find a solution.
  • Monitor DMC counselor individual/group sessions as needed or at a minimum of once annually.
  • Ensure that residences and their living areas remain prepared for impromptu site visits by being kept well decorated, clean, safe, neat, organized, and repaired as needed.

Human Resources:

• • Screen, coordinate interviews and recruit potential employees then make recommendations to the Executive Director for final decisions on new hires after interviews and reference checks.
  • Supervise, support, train and evaluate staff performance to build their skills and ability to meet client needs and mandates required by partners, contracts and funders.
  • Meet with full-time employees for no less than 30 minutes per week and part-time employees no less than once per month to review goals, problem solve and strengthen communications on work related issues.
  • Oversee evaluation process for employees according to annual schedule.
  • Train and coach other management staff on problem solving/conflict resolution then provide follow-up to ensure positive resolutions as needed.
  • Oversee and ensure appropriate education, training and/or certification for counselors and staff.
  • Build and maintain staff as a working communicating team that feels treated equally and included in the process for all activities and communications in the agency.
  • Implement corrective action, suspension or termination for staff as needed in accordance with written policy for verbal/written warnings and discipline and after consultation with approval by the Executive Director.
  • Learn how to perform and train for each job function under your supervision.
  • Facilitate an all-counselor staff meeting at least twice a month.
  • Review all submitted timecards and prepare payroll materials for the Finance Director review and processing.
  • Oversee timely submission of all employee documentation provided to Administration (e.g., job changes, pay changes, evaluations, etc.).
  • Manage the renewal and certification of all program fees, applications and licenses.
  • Manage the collection, documentation and filing of all required staff certifications before their expiration (e.g., counselor certifications, First Aid/CPR, TB, etc.) and submit a staff certification report to the Executive Director on December 1st and June 1st.

Fiscal Accountability:

• • Work with the Finance Director and Executive Director to forecast and develop an annual budget to address organizational, operational, program needs and financial discrepancies.
  • Meet bi-weekly with the Finance Director to review the organization’s revenues/expenditures, ensure budgetary compliance for all programs under OP management, and recommend budget adjustments as needed to the Executive Director.
  • Oversee the management of financial records required for program reports.
  • Provide input and data required for financial statements and special reports prepared for the Board of Directors, current and potential and current funders, individual projects and contracts (e.g., client information, program details).
  • Provide staff training on adherence to fiscal procedures related to their job.
  • Monitor/approve program expenditures and new billing accounts.
  • Work with the Finance Director to ensure that employees are paid on time and accurately.
  • Provide input on employee insurance and benefits plans as needed.
  • Ensure the bi-weekly review of expenditures and client cash needs submitted by Residential Program leadership.
  • Ensure the bi-weekly review of client paperwork, payments, bills, security deposits and utility expenses submitted by the Transitional Housing Manager.

General:

• • Provide leadership on the development of Free at Last and its subsidiaries as a whole and promote teamwork and integrity throughout the organization.
  • Provide reports to the Board of Directors on program operations and problem areas for their review and guidance.
  • Represent Free at Last to outside agencies and partner organizations to build positive partnerships for Free at Last and its subsidiaries.
  • Complete work assignments in compliance with policies and procedures to avoid disallowances by funders for services provided (e.g., verify accuracy and completeness of data entry/paperwork).
  • Work as part of a team to avoid Fraud, Waste and Abuse of resources that may result in disallowances by funders.
  • Strengthen, establish and help maintain Free at Last’s networks and communications channels with collaborating agencies.
  • Attend required staff and inter-agency meetings and training sessions as required.
  • Demonstrate professionalism, courtesy, collegiality, initiative and resourcefulness at all times.
  • Strive to achieve mutual respect and build self-esteem and motivation in all client settings.
  • Strive to develop friendly and positive relationships among staff, clients, volunteers and the general public.
  • Perform other duties as assigned by the supervisor.

MINIMUM QUALIFICATIONS FOR EMPLOYMENT:

• • Bachelor’s Degree, preferably in business administration.
  • Current Alcohol and Other Drug Abuse (AOD) Certification is highly desirable.
  • Ability to pass and maintain Adult, Infant and Child CPR certification.
  • Ability to pass and maintain First AID certification and TB test.
  • Valid California Driver’s License and safe driving record.
  • Maintain current required auto insurance for assigned transportation duties.
  • Ability to transport/accompany clients to/from appointments at referral agencies in assigned program vehicle and in accordance with Free at Last’s established Policy on Business-Related Driving.
  • Strong interest in working with clients in recovery.
  • Familiarity with County and State Drug Medical, State Regulations and Title 9.

EDUCATION AND EXPERIENCE:

• • Bachelor's Degree
  • A minimum of 4 - 6 years’ continuous work experience or an equivalent combination of education, training and experience from which comparable knowledge, skills and abilities have been attained.
  • 3-5 years progressively responsible management/supervisory experience in substance abuse treatment and rehabilitation programs highly desirable.
  • Prior experience as an Operations Officer or equivalent middle-to-upper management and leadership.

KNOWLEDGE, SKILLS & ABILITIES:

• • Strong leadership, operations, supervisory, communication, organizational and problem-solving skills with a demonstrated ability to multi-task.
  • Strong working knowledge and understanding of operations, facility management, communication, business, collaboration, program and financial management.
  • Knowledge and familiarity with East Palo Alto community and/or other ethnically diverse communities highly desirable.
  • Ability to work effectively with clients, staff and people of different backgrounds, abilities, opinions and perceptions.
  • Strong computer skills with proficiency in MS Office (Word, Excel) and Avatar.
  • Excellent oral/written communication skills and strong use of correct English language usage and grammar.
  • Ability to complete written documentation accurately and legibly using correct English grammar and before established deadlines.
  • Ability to communicate regularly with supervisor, staff, submit reports, take constructive feedback and follow assigned directions.
  • Ability to read and interpret documents such as schedules, written internal communications policies, operating and maintenance instructions, and policy and procedure manuals.
  • Ability to adhere to program policies and procedures and assigned work schedule.
  • Excellent time management skills.
  • Team player with the ability to be flexible and work under pressure.
  • Caring and compassionate.
  • Bi-lingual English/Spanish desired.

Full Medical Insurance Coverage

Paid Holiday, Vacation and Sick Leave

Professional Development/Trainings

English oral and written fluency proficiency required.

Bi-lingual English/Spanish desired.