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Chief Operating Officer

Harbor Homes

Harbor Homes is a non-profit community-benefit organization that provides low-income, homeless, and disabled New Hampshire community members with affordable housing, primary and behavioral health care, employment and job training, and supportive services. As a member of the Partnership for Successful Living, Harbor Homes offers a unique, holistic approach to care that results in better outcomes for our clients and the community.

Reporting to the CEO, the Chief Operating Officer (COO) will lead the continued transformation of the PSL’s delivery model to provide innovative and excellent client services, and staff guidance, in response to the demands of various federal, state and local regulations, contracts, government/foundation audits, and patients & clients in need.

The challenges of health & housing affordability have never been more pronounced, and the PSLs expertise – built over 35 years of practice – has never been more needed. The PSL is very excited to hire a COO who will be responsible for ensuring that our newest programmatic models are structured and delivered with highest quality standards. He/she will specifically manage the Directors and Managers who execute this work.

The COO is responsible to substantially grow the reputation of the PSL among those it serves, funders and the general public. Further duties include: to grow and develop relevant and compelling programs that are aligned with the PSL Agency Portfolio; to implement efficient use of technologies, facilities, streamlined processes; and to develop an “outcomes” measurement system. The COO will develop and implement operational plans, monitor progress and adjust plans as is necessary to achieve objectives.

  • Strategic Vision and Agility-ability to think strategically, anticipate future consequences and trends, and incorporate them into the organizational plan
  • Capacity Building—ability to effectively build organization and staff capacity, developing a top-notch workforce and the processes that ensure the organization runs smoothly
  • Leadership and Organization-exceptional capacity for managing and leading people; a team builder who has experience in scaling up organizations; ability to connect staff both on an individual level and in large groups; capacity to enforce accountability, develop and empower top-notch leaders from the bottom up, lead from the top down, cultivate entrepreneurship, and learn the strengths and weaknesses of the team so as to put people in a position to succeed
  • Action Oriented—enjoys working hard and looks for challenges; able to act and react as necessary, even if limited information is available; not afraid to take charge of a situation; can overcome resistance to leadership and take unpopular stands when necessary
  • General Management—thorough understanding of finance, systems, and HR; broad experience with the full range of business functions and systems, including strategic development and planning, budgeting, business analysis, finance, information systems, human resources, and marketing
  • Commitment to Equity: Passion for working and participating in a non-profit organization dedicated to ensuring a diverse, equitable, and inclusive work environment, where all ideas and concerns are heard and addressed.
  • Coaching & Support: Experience with people management, supporting and coaching others to succeed in their work, and experience with achieving goals by empowering the contributions of others.
  • Effective communication skills: Attentive listener who can get tasks achieved, and manage projects with grace and efficiency. Willingness to absorb and understand before reacting; use of clear and effective verbal and written communication across all levels to keep others engaged and informed.
  • Consultative skills: Can frame and break down PSL challenges by absorbing and understanding multiple perspectives; listening for underlying needs; identifying creative and satisfying solutions
  • Adaptability and flexibility in the face of change: Understands that change is necessary and normal; handles change with a sense of possibility and opportunity
  • Comfort with managing and supporting technology systems: Familiarity with healthcare EMRs and CRMs.

Ideal candidate will have:

  • Knowledge of the NH Medicaid system
  • FQHC experience
  • Management of behavioral health care entity
  • Low-income housing development or management experience
  • Strong fiscal knowledge and understanding of non-profit financial best practices
  • Experience in business development, program development, and evaluation
  • The highest level of project management skills and experience
  • Very comfortable with technology, MS Office, Office 365, Sharepoint, etc.
  • Results-proven track record of exceeding goals and a bottom-line orientation; evidence of the ability to consistently make good decisions through a combination of analysis, wisdom, experience, and judgment; high level of business acumen including successful P&L management; the ability to balance the delivery of programs against the realities of a budget; and problem solving, project management, and creative resourcefulness
  • Serve as the internal leader of the organization, enabling the goals and activities of the organization’s strategic plan to occur
  • Coordinate the annual operations’ plans and related budgets
  • Lead the performance management process that measures and evaluates progress against goals for the organization
  • Provide a strong day-to-day leadership presence; bridge multi-site operations and support an open-door policy among all staff
  • Develop and implement policy and processes that enable the organization to achieve its mission, vision and values, and thrive in today’s competitive work and funding environment
  • Lead and manage the organization’s Vice Presidents and Directors, and through this management, ensure the following is consistently achieved to the highest standards:
  • Local fundraising and revenue-generating opportunities are strategically maximize
  • Increase fee for service contracts
  • Identify opportunities for growth
  • Communicate the branded messages of the company internally and externally
  • Model and enforce the “Red Carpet Treatment” among staff and clients
  • Increase key impact measurements across the agency’s dashboards
  • Ensure that all programmatic partners renew their contracts
  • Finance, Technology, and Human Resources
  • Produce and implement a Balanced Scorecard metric throughout the organization
  • Cultivate the values of PSL within the organization
  • Instill a human capital development and “coaching” culture within PSL; upgrade human resources functions including: training, development, compensation and benefits, employee relations, performance evaluation and recruiting
  • Work with the CFO to develop an accounting system that provides the organization with quick access to financial information and enables strategic budgeting
  • Analyze the current technology infrastructure and scope out the next level of information technology and financial systems that support the growth of specific programs and the organization overall
  • Work with the board of directors: present to the board as needed and serve on several board committees, if requested
Job Location:


Date Added: October 25, 2019

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