Director of Operations - full-time - 1st shift - Mon-Fri

About the Role

The Director of Operations provides administrative leadership to develop and manage the organization’s operations, ensuring efficiency, cost-effectiveness, and smooth functioning. This role oversees day-to-day business operations, planning, directing, and coordinating activities across departments. The Director collaborates with clinical/program staff, CMHA leadership, DMHAS, DCF, DOC, and external entities to deliver efficient, timely, and clinically indicated care aligned with program goals and the agency’s mission. The role ensures compliance with agency directives, funder models, licensing regulations, and payer requirements using Key Performance Indicators and data.

Responsibilities

• Drive critical innovation in operations, including planning, budgeting, and reporting, to enable revenue-generating solutions in partnership with senior and executive leaders.
• Lead cross-functional coordination to streamline workflows and enhance process and system effectiveness.
• Evaluate and recommend cost-effective EHR and IT system solutions to improve efficiency, overseeing second-level implementation within deadlines.
• Implement standardized processes to enhance client service team efficiency and optimize organizational performance.
• Establish collaborative relationships with program and administrative leaders to align goals and improve operational efficiency, while regularly reviewing and updating policies.
• Supervise and manage staff across departments to ensure seamless collaboration, focusing on resource allocation, performance management, and career development.
• Evaluate existing business procedures and implement improvements to optimize productivity using Six Sigma and Lean strategies.
• Conduct and document audits to measure operational effectiveness, develop corrective action plans, and monitor progress.
• Allocate people and time based on priorities to improve coordination and productivity.
• Ensure proper documentation of critical incidents and investigate/report incidents to state and/or federal agencies as needed.
• Provide second-level oversight for performance improvement efforts, including clinical record reviews, outcome management, compliance, accreditation, and outcome measurement for state and federal grants.
• Identify operational inefficiencies, analyze problems systematically, and implement timely solutions to resolve crises.
• Represent and promote CMHA at community functions and required meetings, communicating client/community needs to leadership for future program development.
• Manage and utilize Key Performance Indicators and outcome measures to enhance performance.
• Perform other related duties as assigned.

Principal Customers and Relationships

• Clinical and medical staff of referring facilities/agencies: DMHAS, DCF, hospitals, schools, medical providers, visiting nurses, leadership.
• Regulatory/accreditation personnel: DPH, DSS, DDS, Joint Commission.
• Executive Team, Senior Team, Clinical Directors, Clinic Staff, DMHAS, DSS, DDS, DCF, DOC, other funders/payers, courts, visiting nurses, clinical and medical providers, legal representatives, family members, temporary/transitional living facilities, other CMHA programs, and external social service agencies.

Requirements

• Master’s degree in psychology, public health, business administration, or a related field.
• Connecticut licensure in a behavioral health discipline (LCSW, LPC, LMFT, etc.).
• Minimum of five (5) years of experience in delivering mental health and addiction services to adults, families, children, and/or adolescents.
• Proven track record as a team leader with an understanding of management practices.
• Experience in planning, executing, and monitoring project progress to completion.
• Experience utilizing data to make recommendations to senior and executive leadership.
• Multi-team management experience.

Skills and Competencies

Behavioral Skill Sets

• Demonstrates project and budget management skills.
• Strong business acumen with a broad understanding of fundamental business principles.
• Clear and effective communication to act as a liaison between departments, build relationships, and resolve conflicts.
• Analytical problem-solving skills with attention to detail.
• Ability to set overall department strategy and drive process improvement.
• Excellent oral and written communication skills.
• Strong interpersonal skills with the ability to collaborate and build consensus in high-pressure environments.
• Ability to build strong relationships with employees, clients, funders/donors, and allied social agencies.
• Ability to respond calmly to emergencies and crisis situations involving clients, staff, and their environments.
• Organizational ability to manage multiple groups and individuals simultaneously.
• Ability to identify work-related problems, analyze them systematically, and implement timely solutions.
• Ability to communicate effectively in English, both orally and in writing.
• Ability to ensure the security and confidentiality of client information consistent with professional and CMHA ethics.
• Awareness and sensitivity to issues related to client diversity.

Leadership Competencies

• Resource Management: Ensures adherence to CMHA budget through intentional utilization of external resources, grants, revenue-generating projects, and interdepartmental collaboration.
• Staff Management: Sets high, attainable standards and expectations for staff, directs departments by defining expectations, and handles talent acquisition. Provides team feedback through individual and group supervision, models a collaborative culture, and resolves employee relations issues. Offers training aligned with current and future job requirements.
• Quality & Compliance: Ensures adherence to all policies, procedures, and the organization’s mission and values. Maintains knowledge of legal and regulatory requirements and incorporates them into employee education. Participates in developing and implementing new programs, protocols, and processes.
• Customer Service/Relationship Management: Maintains a professional, courteous, and positive demeanor in all interactions. Works collaboratively, shares knowledge, conveys information clearly, listens with empathy, and accepts constructive feedback.
• Professional Development: Engages in and sustains professional affiliations, stays current with industry trends, and participates in seminars, conferences, and educational opportunities. Reinforces new learning in supervision and actively seeks growth opportunities.
• Strategic Planning: Drives organizational growth by setting innovative goals, evaluating operations, and leveraging analytical and communication skills to implement adaptive, high-impact strategies and monitor performance outcomes.
• Community/Public Image: Acts as a visible and effective ambassador for CMHA, participating in community and industry affairs to promote the agency’s public image. Coaches and empowers staff to engage in local, state, and national initiatives relevant to the organization’s mission. Maintains awareness of emerging trends and policies impacting the organization and communities served.
• Personal Leadership: Guided by ten principles of personal leadership, fosters self-awareness, builds professional relationships, focuses on continuous learning, and strives for improvement. Takes responsibility for actions and outcomes and inspires others to do the same. Principles include:
  • Be in the Moment
  • Be Authentic & Humanistic
  • Volunteer Discretionary Effort
  • Constantly Model High-Performance Behaviors
  • Respect and Leverage Separate Realities
  • Be Curious vs. Judgmental
  • Look in the Mirror First – Be Accountable
  • Have Courageous Conversations
  • Provide Timely, Clear, and Specific Performance Expectations and Feedback
  • Teach, Coach, and Mentor – Spend at least half your time developing others