Vice President of Programs and Quality Assurance

Job Description

Job Description

VOLUNTEERS OF AMERICA UPSTATE NEW YORK

Vice President of Programs and Quality Assurance

Compliance and Performance Oversight

JOB TYPE
Full-time

REPORTS TO
Senior Vice President of Operations

CLASSIFICATION
Exempt

SALARY RANGE
$97,000-$110,000

TRAVEL
Rochester, Ithaca, Binghamton and other agency locations

PRIMARY FOCUS
Compliance, quality, risk, data, and operational performance

Position Summary

The Vice President of Programs, Compliance and Performance Oversight, is a senior organizational leader reporting to the Senior Vice President of Operations. The position provides oversight for the Children’s Center and VOA housing programs, with primary responsibility for regulatory and contractual compliance, licensing and accreditation readiness, quality improvement, risk management, performance analytics, operational consistency, and fiscal accountability. The Vice President translates organizational strategy into measurable operating standards, dashboards, corrective actions, and sustainable results while holding Program Directors accountable for program quality, outcomes, workforce performance, and responsible stewardship.

Essential Duties and Responsibilities

1. Compliance, Licensing, Accreditation, and Risk Management

·       Ensure assigned programs comply with applicable federal, state, and local requirements; contracts; agency policies; licensing requirements; and accreditation standards.

·       Maintain readiness for audits, monitoring visits, licensing reviews, and accreditation surveys.

·       Identify compliance and operational risks, implement mitigation strategies, and escalate significant concerns to the Senior Vice President of Operations.

·       Ensure corrective action plans are specific, timely, monitored to completion, and effective in preventing recurrence.

·       Oversee implementation of compliance policies, procedures, training, and documentation standards.

2. Performance Management and Quality Improvement

·       Develop and oversee program KPIs, executive dashboards, scorecards, quality reviews, and performance improvement plans.

·       Monitor participant outcomes, service quality, enrollment, occupancy, utilization, contractual deliverables, and fiscal performance.

·       Use data, benchmarks, trend analysis, and operational reviews to identify gaps and direct improvement activities.

·       Ensure timely and accurate organizational, regulatory, contractual, and funder reporting.

·       Present performance findings, risks, and recommendations to the Senior Vice President of Operations and executive leadership.

3. Program Operations and Financial Stewardship

·       Provide executive oversight of assigned Children’s Center and VOA housing programs, with emphasis on operational consistency and accountability.

·       Establish clear operating standards, control processes, leadership expectations, and performance measures.

·       Partner with Finance and Program Directors to develop and manage budgets, monitor revenue and expenditures, and address variances.

·       Monitor staffing models, resource allocation, enrollment, occupancy, utilization, and other drivers of program sustainability.

·       Lead implementation and operational start-up of approved programs and initiatives.

4. Director Accountability and Operational Coaching

·       Directly supervise Program Directors and establish measurable goals related to compliance, quality, operations, finance, and outcomes.

·       Coach directors in interpreting standards, using data, managing risk, implementing corrective action, and strengthening operational controls.

·       Conduct performance evaluations and ensure timely follow-through on development plans, improvement plans, and corrective action.

·       Develop succession and backup plans for key leadership positions.

·       Promote cross-program consistency, collaboration, and shared accountability.

5. Executive and External Leadership

·       Partner with executive leadership to translate organizational strategy into measurable operating plans.

·       Represent VOA UPNY with funders, regulators, government agencies, auditors, and community partners.

·       Assess regulatory, funding, and service trends and recommend proactive organizational responses.

·       Support strategic planning, program development, contract implementation, and organizational growth.

Supervisory Responsibilities

Directly supervises designated Program Directors and is responsible for hiring and onboarding, regular supervision, performance management, coaching, professional development, corrective action, succession planning, and leadership continuity within the assigned portfolio.

Qualifications

Education

·       Bachelor’s degree in social work, human services, public administration, business administration, healthcare administration, nonprofit management, or a related field required.

·       Master’s degree in healthcare administration, public administration, public health, social work, nonprofit management, or a related field preferred.

Experience

·       Minimum of eight years of progressive leadership experience in housing, behavioral health, human services, early childhood, healthcare, community services, or nonprofit programs.

·       Demonstrated experience supervising Program Directors, senior managers, or equivalent leaders across multiple programs.

·       Significant experience with regulatory compliance, licensing, accreditation, audits, quality improvement, risk management, and corrective action.

·       Experience designing and monitoring KPIs, dashboards, outcome measures, budgets, and operational performance systems.

·       Experience with strategic planning, organizational change, program development, and start-up activities preferred.

Knowledge, Skills, and Abilities

·       Strategic planning, sound judgment, and organizational change leadership.

·       Strong written, verbal, presentation, collaboration, and external relationship-building skills.

·       Ability to interpret program, outcome, workforce, utilization, and financial information and convert findings into action.

·       Budget management, resource allocation, and operational problem-solving skills.

·       Proficiency with Microsoft Office, reporting systems, and multiple database platforms.

Travel and Work Requirements

·       Valid New York State driver’s license, safe driving record, reliable transportation, and ability to travel regularly among agency locations including Ithaca and Binghamton.

·       Ability to respond to programmatic emergencies and work occasional evenings or weekends as organizational needs require.

·       Ability to perform the essential functions of the position with or without reasonable accommodation, including prolonged sitting, standing, walking, computer use, and occasional lifting of up to 20 pounds.

Expected Results

·       Sustained regulatory, contractual, licensing, and accreditation compliance with timely resolution of findings.

·       Reliable dashboards, KPIs, reports, audits, quality reviews, and corrective-action follow-through.

·       Measurable improvement in program quality, participant outcomes, enrollment, occupancy, utilization, and operational effectiveness.

·       Sound financial performance, risk mitigation, and consistent operating controls.

·       Accountable Program Directors who use data effectively and maintain audit-ready programs.

Equal Employment Opportunity and Reasonable Accommodation

All qualified applicants will be afforded equal employment opportunity and will be considered for employment without regard to race, creed, color, national origin, sex, sexual orientation, gender identity, age disability, protected veteran status, or marital status.

Disclaimer

This position description describes the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, or qualifications. VOA UPNY may modify or assign responsibilities as organizational needs evolve.

At Volunteers of America, we are dedicated to creating lasting change in the community through safe housing, comprehensive human services, enriching education, and access to quality healthcare. By focusing on long-term solutions to poverty and homelessness, we strive to restore hope, dignity, and a sense of belonging for people facing challenges. Together, we can build a brighter future by addressing the root causes of inequality and foster self-reliance and stability.

Company Description

At Volunteers of America, we are dedicated to creating lasting change in the community through safe housing, comprehensive human services, enriching education, and access to quality healthcare. By focusing on long-term solutions to poverty and homelessness, we strive to restore hope, dignity, and a sense of belonging for people facing challenges. Together, we can build a brighter future by addressing the root causes of inequality and foster self-reliance and stability.