Reports to

Executive Director

Job Summary

The position of Chief Operating Officer (COO) enables Housing Forward to pursue our mission even more effectively by creating the conditions for great programs to flourish. The COO is responsible for all business operation functions including facilities and leasing management, IT and database management, procurement, human resources and training to ensure the conditions for effective programming and a healthy organizational infrastructure. This position will lead the development of internal processes and improvements that promote organizational efficiencies and innovation. The COO will champion all Housing Forward values including our commitment to diversity, equity and inclusion, in both strategic planning and performance. The COO serves as part of the executive leadership team which provides strategic and day-to-day direction for the organization.

Job Responsibilities

  • Provide leadership, oversight and direction to human resources, information technology, compliance reporting and facilities maintenance creating the conditions for great programmatic work to occur.
  • Guide operational strategy including system management, organizational scaling and sustainability plans.
  • Champions the integration of Housing Forward’s values and leads organizational design to uplift our commitment to diversity and inclusion.
  • Regularly participates in agency and program staff meetings, as well as professional group seminars or conferences to enhance professional knowledge and job skills
  • Develop annual goals for the operations department as it relates to the strategic plan or other internal plans.
  • Integrate new projects and initiatives into the organization.

Operations and IT

  • Manage the coordination of the agency’s phone, internet, copier, security services across facilities and ensure the smooth integration of these technologies.
  • Oversee and negotiate annual IT contract, review monthly server health reports, VPN access and ensure employees receive appropriate technology support.
  • Manage computer and cell phone inventory, purchasing and distribution.
  • Make recommendations for operational cost-cutting, upgrades to systems, and equipment (phone, copiers, etc.).
  • Propose IT upgrades and equipment purchases during annual budget process.; oversee resource allocation and budgeting (i.e. office equipment, supplies, technology resources, etc.).
  • Monitor and test cyber security measures and enforce cyber security across the agency.
  • Lead the agency’s data governance committee to advance the agency’s SharePoint and Salesforce implementation to improve data management and data output.
  • Serve as liaison to the agency’s Technology Committee.
  • Manage the procurement, maintenance and vendor contracting processes.
  • Review and renew insurance policies (liability/property, Directors and Officers, health etc.) in conjunction with the Executive Director and Director of Finance.
  • Initiate new ideas for systems and software that could increase efficiencies and enhance the use of technology for the staff and organization.
  • Oversee the agency’s Emergency Preparedness Plan and initiate facility protocols (safety and fire).
  • Recommend changes, implement, operating policies and procedures as required to maintain the operational health of the organization.

Facilities/Property Management

  • Manage lease negotiations and operational responsibilities for the administrative offices and program buildings (i.e. Sojourner House).
  • Manage all office moves and storage needs.
  • Oversee contracting with facility vendors (cleaning, landscaping, snow removal).
  • Oversee proactive and reactive maintenance of the building fixtures, appliances, mechanical systems (water heaters, air conditioning, washers/dryers) furnishings, grounds, arrange for maintenance.
  • Oversee maintenance of the agency’s vehicle(s).
  • Ensure agency compliance with all OSHA regulations as required.

Human Resources

  • Oversee the agency’s human resources functions, developing strong HR policies and processes and providing for effective division of responsibilities and staff development across the organization.
  • Ensure training and staff development around Housing Forward’s operations, equipment, technology and HR.
  • Remain current on legal and regulatory changes related to human resources and employment
  • Maintains the agency’s human resource electronic files and assists employees and AmeriCorps members with background checks, employment forms, and upholding policy and procedures.  Initiate annual review and audit of employee and AmeriCorps files for completeness.
  • Oversee all employee benefits including enrollment of SIMPLE IRA employee contribution plan, group insurance records for medical, life and other coverage for employees via the agency’s payroll system.
  • Oversee the strategic planning, implementation, and performance of the agency’s diversity, equity and inclusion goals.
  • Handle worker compensation claims with insurance carrier.

Agency Compliance

  • Provide oversight to the compliance process for HUD funded programs and coordinate with executive team members involved in the monitoring and audit process.
  • Oversee the agency’s HIPAA compliance policy.


  • Actively participates as a member of the executive team; attends applicable meetings and participates in strategic and annual planning for the organization.
  • Participate in inter-departmental meetings and discussions to support and develop agency initiatives.
  • Hires, supervises, evaluates, directs and guides the performance of the staff in the department ensuring morale remains high through a positive work environment
  • Organize work and establish priorities within the department.
  • Makes arrangements for coverage for vacation, sick relief, etc.
  • Resolve issues that may arise in a timely manner
  • Assume responsibility for timely reporting to executive team, board of directors, partner and funding agencies as necessary
  • Attend agency board of director meetings.

Minimum Qualifications

  • Commitment to and passion for the mission of Housing Forward.
  • Master degree in nonprofit management, business management or related field.
  • More than 10 years of experience in technology management, human resources, operations, or business development with a minimum 8 years in a management role.
  • High standards for accountability, controls, timeliness, reporting and accuracy. 
  • Strong organizational skills. 
  • Competency in Microsoft Office 365, SharePoint and Salesforce. 
  • Experience in contract administration. 
  • Understanding of management and leadership practices of highly-effective nonprofit organizations.
  • Aptitude to be both process-minded and see things from a high level; effective at acting as a thought partner and decision-making coach
  • Strong relationship building skills and ability to communicate well with diverse teams both internally and externally.
  • Demonstrated focus on excellence; has experience leading others to new levels of effectiveness.
  • Ability to use technology effectively for professional communication and external presentations.
  • Cross-cultural experience to work effectively within diverse communities.
  • Utmost integrity; ethical behavior and appropriate business practices are expected.
  • Ability to work in an interdisciplinary team approach model, taking individual responsibility and autonomy while also working well in roles leading and serving as part of a team.
  • Valid driver’s license, with safe driving record and valid insurance
  • Access to a reliable car required

Skills Required

  • Work requires regular handling of confidential files, records and data.
  • Work requires the ability to influence others, coordinate work between functions and build productive work relations across the organization.
  • Work schedule can be unpredictable, with some variation around special events.


Individual must be able to stand and sit up to nine (9) hours at a time; be able to walk up and down stairs and be able to lift/move items up to 30-40 pounds. The noise level and temperature in the environment may vary.