Director- Program Operations, Carolinas (69977)

Company Overview

VOA Chesapeake & Carolinas empowers self-reliance and inspires hope. As a church without walls, we do this through personalized housing, ministry, health, and human services that benefit vulnerable individuals, their families and the community. Founded in 1896 in Baltimore, MDby social reformers, Ballington and Maud Booth, we were one of the first of over 31 affiliates of VOA – one of the nation's largest and most comprehensive human services organizations.
Company Overview

VOA Chesapeake & Carolinas empowers self-reliance and inspires hope. As a church without walls, we do this through personalized housing, ministry, health, and human services that benefit vulnerable individuals, their families and the community. Founded in 1896 in Baltimore, MDby social reformers, Ballington and Maud Booth, we were one of the first of over 31 affiliates of VOA – one of the nation's largest and most comprehensive human services organizations.
Our founders envisioned a movement dedicated to reaching and uplifting the American people. On behalf of the organization, the Booths pledged "to go wherever we are needed and do whatever comes to hand". Their declaration continues to guide Volunteers of America's impact on "Helping America's most vulnerable".
Through a dedicated and committed team of more than 850 employees and thousands of volunteers, we provide critical care, support services and hope to thousands of people each year throughout Virginia, Maryland, the District of Columbia and the Carolinas. We firmly believe our employees drive the success of the organization. Through our diversity, equity and inclusion efforts, we endeavor to attract, engage and retain qualified, diverse, compassionate individuals to join our journey and experience a work environment that offers challenging, stimulating and financially rewarding opportunities.
Job Summary

The Director of Operations for the Carolinas Region is responsible for ensuring the operational health and systemic integrity of all programs within the region. This role focuses on execution and compliance, providing leadership that supports program teams in delivering high-quality, impactful services aligned with VOACC's mission, vision, and core values. Reporting to the Vice President of the Carolinas Region and serving as a member of the Executive Leadership Team, the Director of Operations works closely with program leadership and internal support units to maintain efficient systems, resolve operational challenges, and uphold regulatory standards.
The Director of Operations oversees daily operational and quality assurance activities, ensuring programs meet federal, state, and local requirements as well as funding entity guidelines. This position provides hands-on support in the field when systemic issues arise, analyzes operational data to drive continuous improvement, and represents VOACC during audits and reviews. Acting as the primary operational resource for program leaders, the Director of Operations ensures that each service line operates within sustainable systems, enabling teams to focus on delivering exceptional care and outcomes.
Additionally, there is a direct responsibility from the Director of Operations to the Supportive Services for Veterans and Families (SSVF) Program that requires specific dedication through auditing and operational checks and balances.
Qualifications

Bachelor's degree in Human Services or a related field required
Master's degree in Human Services, Business Administration, or a related field preferred
Clinical license preferred but not required
Minimum 5 years of operational leadership experience within behavioral health services, including Substance Use, Mental Health, and Intellectual/Developmental Disabilities programs
Demonstrated experience with CARF accreditation processes
Minimum 3 years of project or program management experience
Strong knowledge of regulatory compliance and quality assurance standards
Proven ability to analyze operational data and implement systemic improvements
Excellent communication, collaboration, and problem-solving skills
Work Experience

Lead and manage the daily operations of compliance and quality assurance for all programs in the Carolinas Region, working collaboratively with Program Leadership Team members to ensure adherence to regulatory standards and organizational policies.
Demonstrated proficiency with electronic health record systems, human capital management platforms, and other organizational technology systems to support operational efficiency.
Strong analytical capability, including experience with research and statistical software, to evaluate data, inform operational decisions, and support grant development and writing efforts.
Proven ability to collaborate effectively with funders, regulators, and internal/external stakeholders to advance organizational initiatives, including accreditation processes (such as CARF) and related audits.
Strategic mindset for identifying opportunities for program development and continuous improvement aligned with VOACC's mission and goals.
Soft Skills

Detail-Oriented & Organized: Ability to manage multiple priorities, meet deadlines, and maintain accuracy in a fast-paced environment.
Adaptable & Collaborative: Flexible in working across diverse programs, departments, and support units while fostering strong partnerships.
Analytical & Problem-Solving: Skilled in researching, preparing, and reviewing reports and documents with a focus on timely execution and effective solutions.
Culturally Responsive: Demonstrates respect and understanding when working with individuals from diverse backgrounds and communities.
Strong Communication: Exceptional written and verbal communication skills, with the ability to convey information clearly and professionally.
Technology

Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook)
Ability to quickly learn and navigate organizational technology systems, including electronic health records (Awards/Footholds, HMIS-(NC), UniteUs, and Credible) and general office platforms
Strong organizational and execution skills, with the ability to manage multiple priorities effectively
Bilingual proficiency in any language is considered a plus
Responsibilities

GENERAL

Drive systems and processes that ensure operational excellence across all programs in the Carolinas Region.
Develop, maintain, and regularly update the region's operational manuals to ensure compliance with regulatory requirements from governing agencies.
Actively participate in meetings, trainings, and conferences to stay informed and aligned with organizational priorities.
Support VOACC leadership during crises or emergencies as assigned.
Ensure all staff receive appropriate training and that training initiatives promote a culture of person-centered care.
OPERATIONS

Assist the Vice President of the Carolinas Region in monitoring and communicating opportunities for new program development and expansion of existing programs.
Support implementation and onboarding of new programs (driving project management and program management), ensuring proper licensing, setup, and successful integration into communities.
Provide timely updates to regional staff and the broader organization regarding operational changes and initiatives.
Collaborate with stakeholders, governing agencies, and regulatory bodies to maximize service delivery effectiveness.
Monitor financial performance to ensure revenue goals are met across all funding sources as it relates to operational consistency and cadence.
QUALITY

Manage daily compliance and quality assurance operations for the region, ensuring alignment with organizational directives and oversight agency requirements.
Schedule and oversee compliance and quality assurance reviews and audits for all service lines in the Carolinas Region.
Maintain systems for timely follow-up on Corrective Action Plans, Quality Improvement Plans, and other compliance-related issues identified through audits and accreditation surveys.
Partner with the Organizational Excellence Support Unit to ensure Key Performance Indicators (KPIs), Evidence-Based Practices (EBPs), and data collection processes meet funder and grant requirements.
Participate in the Quality Assurance Committee to maintain high service standards across all programs.
Work collaboratively with all disciplines to implement process improvements that enhance service quality and outcomes.
RISK/ COMPLIANCE

Oversee and continuously refine the region's operational manuals, risk management plans, and service delivery plans in collaboration with the organizational risk management team.
Stay current on federal and state regulations, maintaining a comprehensive library of requirements and standards relevant to the region.
Respond to alleged violations of rules, regulations, policies, procedures, ethics hotline reports, and Code of Conduct by supporting or conducting investigations in collaboration with program leadership and support units.
Other

Functions as a support and counter-part in the absence of the Regional VP, Carolinas Region when assigned.
Attend and participate in meetings, trainings and conferences as needed.
Any other duties assigned by the VP, Carolinas Region or designee.
EFFECT ON END RESULT

Programs operate in compliance with agency policy and state and contractual requirements with effective management and operations within budgets.
Services are provided which effectively address identified individual needs and enable individuals to progressively become more independent and self-sufficient in the community.
Services are provided by staff trained, privileged and competent to perform assigned duties.
Positive and effective local and professional community relationships are developed and maintained, including with contractual and funding sources, regulatory agencies, professional associations and our neighbors.
Ensuring optimal services are offered by existing programs, and developing new opportunities for expanded services to the persons served.
Oversight, guidance, support and training are provided to all VOACC services and programs in the Carolinas ensuring excellence.
Physical Requirements

The ability to safely operate a motor vehicle to transport oneself, consumers, and program supplies as necessary.
The physical ability to travel to assigned locations, stand, stoop, bend, reach, pull, push, lift, grasp, climb, talk, see, hear and perform basic and light home maintenance activities, and operate office equipment.
Operating office equipment requiring continuous or repetitive hand movements.
The ability to remain in a sitting position for extended periods of time.
Work environment involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, e.g., use of safe work place practices with office equipment, and/or avoidance of trips and falls.
The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

J-18808-Ljbffr