JOB TITLE: COO
REPORTS TO: CEO/Acting CEO
LOCATION: 25 Van Ness Avenue, Suite 340, San Francisco, CA 94102
EMPLOYMENT STATUS: Full-Time, Exempt
Project Homeless Connect (PHC) strengthens and utilizes collaborations with city agencies, businesses and organizations to provide comprehensive holistic services, at special events and through continued care, for those who are at risk of becoming homeless, currently homeless or transitioning from shelter to permanent housing.
The COO is responsible for the strategic vision, development, and management of PHC and programming. Under the umbrella of operations, the COO is responsible for developing and managing a coherent brand image, IT, office policies, financial tracking and forecasting, HR and hiring, operational manuals for the agency, all PHC connect events, and every day connect. Under the umbrella of programming, the COO is responsible for overseeing the management of all parts of PHC’s social service programming, volunteering, and new internal liaising with external project requests. The COO is an integral part of the PHC senior management team and will collaborate with the other PHC Directors in implementing organization-wide goals, procedures, and initiatives.
- Provide direct supervision for the Director of Services and the services team; Director of Events; Logistics Manager, and part time office aide
- Provide overall supervision and leadership to the entire PHC team with a strong emphasis on maintaining the vision and professional standards that PHC is known for, including executing disciplinary actions when needed
- Oversee the hiring of new staff at PHC in accordance with hiring organization policies (including: recruitment, selection, and on-boarding) by collaborating with other managers/directors of the various departments
- Measures as needed based on org policies
- Provide supplemental supervision and support to all staff, in support of CEO/Acting CEO when needed
- Develop new programming to reach each of PHC’s audiences (participants, volunteers, donors, partners) in accordance with organization-wide goals
- Evaluate and report organizational effectiveness for each program, service, community connect event’s focus and recommend and implement adjustments to meet changing needs
- Develop and manage annual staff budget, and internal operational and program specific budgets in partnership with fiscal sponsor, The San Francisco Public Health Foundation
- Develop and ensure adherence to the organizations policies and procedures for staff, volunteers, and participants, mitigating PHC’s liability
- Develop methods to continuously train staff on internal operations
- Manage agenda and lead monthly all staff meeting (including managing minutes and communications for the meeting)
- Provide weekly supervision, review monthly staff reports, conduct quarterly evaluations for all direct reports
- Responsible for executing ADP (Healthright360 time record management program)
- Support the maintenance and organizational consistency of PHC’s unique brand
- Help create, implement, and oversee the adherence to PHC’s organizational strategy and goals
- Oversee the management of PHC services and programming (community connect events, daily connect programming, mobile CareVan service connects, corporate engagement connect events, social services partner connect, and shelter connects), and their intersections, in unison with Director of Events and the Logistics Manager
- Oversee monthly service calendar in collaboration with the Director of Services, whose goal is to provide varied programming and services and entry points to meet the needs of a diverse participant population (including drop-in program, appointments, partner co-locations, shelter connect, special service programs, CareVan, and other community engagement programming)
- Ensure communication and follow-through with program partners and service providers, including obtaining regular feedback
- Create annual impact goals for the programs and evaluation of those goals, including conception, implementation, and management of data collection, analysis, and reporting for all programs (including total number of services and participant access, and anecdotal volunteer, partner, and community experiences)
- Create and implement regular feedback mechanisms and translate them into actionable changes and updates as needed or appropriate
- Supervise and evaluate all tasks and work from services teams related to each project
- Ensure programs and services have a clear scope and ensure it meets the scope objectives
- Develop project timelines and ensure adherence to program schedules
- Oversee program expenditures to ensure they stay within budget or allocated resources (Optical, Dental, Other Resources, HandUp)
- Liaise with external partners to maximize services, remove barriers to access, and reduce/eliminate duplication
- Serve as the first point of contact for outside projects seeking collaboration
- Oversee key PHC partnerships in conjunction with the Director of Services
- Create MOU’s and support key partnerships under the guidance of the Acting CEO
LARGE CONNECT EVENTS
- Attend all large-scale PHC Connects and conduct the functions as assigned and requested
- Support CEO/Acting CEO at Rally
- Support overall execution by all staff members
- Perform integral morale and customer service functions to ensuring participant, volunteer, and partner success and favor
- Support the CEO/Acting CEO on all communications (both internal and external), as assigned and requested
- Represent PHC with the media as requested by CEO/Acting CEO
- Support the Acting CEO in building the alliance between Simply the Basics and PHC
- Serve as an internal decision maker when CEO/Acting CEO is absent
- Create and foster a team-based atmosphere
- Help supervisees achieve performance goals through coaching, setting bench-marks for success, staff development, and evaluating performance
- Schedule and attend regular team and one-on-one supervision meetings
- Attend and participate in meetings and trainings, as requested
- Perform other related duties as assigned by the CEO/Acting CEO
- Be available to work some evenings and weekends as needed
COMPETENCIES: (To perform the job successfully, an individual should demonstrate the following competencies)
- Communication, Written: Delivers written communications that have clarity and impact including emails.
- Communication, Verbal: Effective listener; clearly and thoughtfully communicates with others in person and on the phone.
- Reliability: Accountable; maintains focus; punctual; good attendance record; meets deadlines.
- Time Management: Organizes and establishes priorities; gets the job done in a timely manner.
- Customer Service: Persists in efforts to solve issues even when faced with internal barriers; takes personal responsibility for customer service outcomes; responds quickly and effectively to requests for assistance and support whether internal or external.
- Computer Proficiency: Skilled computer-based work tasks; uses technology to enhance job performance.
- Teamwork: Accountable to team; participates effectively in group- and team-work; collaborates positively with other team members; giving and accepting constructive criticism.
- Tolerance for Stress, Ambiguity, and Change: Maintains composure even while under great pressure; handles complex problems and change with minimal supervision; demonstrates flexibility and versatility in achieving key goals and priorities.
- Attention to Detail: Strives to eliminate errors; makes accurate work a priority; seeks opportunities to improve performance.
- Decision Making: Collects, organizes, and analyzes information before making decisions. Takes a thoughtful approach when considering options; may seek supervision and/or input from others.
- Integrity and Ethics: Actively models the highest ethical standards; is honest and accountable; maintains confidentiality and appropriate boundaries at all times; handles sensitive information and issues with discretion and tact.
- Relationship Orientation: Establishes rapport easily with others; listens attentively to others’ perspectives; uses good judgment when sharing information and maintaining confidentiality; appropriately expresses empathy.
- Presentation Skills: Adapts presentation techniques to fit audience level and technical needs; develops and delivers communications that have clarity and impact; conveys confidence, presence, and professionalism; uses appropriate visual aids to illustrate key points and enhance learning.
- Interpersonal Skills: Uses active listening and discussion skills to identify issues, ensure understanding, and facilitate problem solving; works cooperatively with diverse groups; deals with others in a pleasant and professional manner; accurately assesses verbal and non-verbal cues.
- Accountability: Makes and meets commitments; accepts responsibility for behavior and outcomes.
- Follow-Through: Monitors status of projects and tasks; thoroughly deals with project details; delivers clear, accurate depiction of status.
- Cultural Sensitivity: Ability to work with a diverse population while withholding judgment. Willingly open to learn and understand different perspectives.
EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES QUALIFICATIONS:
EDUCATION & EXPERIENCE
- Master’s degree in Social Work or related field
- 5+ years of experience in social services (homeless services preferred)
- 5 + years staff management experience
- 2 years as Program Director in related work
- 2+ years managing a budget
- Proven fundraising and grant writing experience
- Culturally competent and able to work with a diverse population
- Strong proficiency with common office software and internet applications, especially Microsoft Office products and Salesforce
- Experience working successfully with issues of substance abuse, mental health, criminal background, and other potential barriers to economic self-sufficiency
SKILLS & ABILITIES
- Attention to detail
- Professionalism, punctuality, flexibility and reliability are imperative
- Excellent verbal, written, and interpersonal skills
- Sense of humor, positive attitude, and willingness to work collaboratively
- Integrity to handle sensitive information in a confidential manner
- Action-oriented: takes initiative, brings enthusiasm, and is willing to pitch in whenever needed
- Strong problem-solving skills
- Excellent organization skills and ability to multitask and juggle multiple priorities
- Outstanding ability to follow-through with tasks
- Ability to work cooperatively and effectively as part of interdisciplinary team and independently assume responsibility
- Able to communicate well at all levels of the organization including working with organization leadership and high-level representatives of partner organizations
- Able to work within a frequently changing project scope while maintaining overall direction and structured priorities
- This position requires the ability to sit for long periods of time. Must be able to lift approximately 35 pounds and require traveling to Project Homeless Connect event sites
Project Homeless Connect is an equal employment opportunity employer and all qualified applicants are encouraged to apply. We do not discriminate against applicants on the basis of race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, genetic information, marital status, or any other factor that the law protects from employment discrimination.